Good news for air travelers: The AirSewa portal is set to become even more user-friendly, with AI being integrated to resolve grievances..

If you travel by air and have ever faced flight delays or other inconveniences, here is an excellent tech update for you. The Ministry of Civil Aviation is set to leverage Artificial Intelligence (AI) to resolve passenger grievances swiftly and transparently. Additionally, a new and smarter version of the AirSewa portal will be launched soon.

What is the government's new tech plan?
The Ministry is working on integrating AI into its Passenger Assistance Control Room (PACR) to modernize its operations.

Benefits of AI: The PACR receives an average of 300 to 400 complaints daily. With the help of AI, the processes of sorting these complaints, routing them to the appropriate department, and finding solutions will become significantly faster.

New AirSewa Portal: Civil Aviation Secretary Samir Kumar Sinha announced that a new, upgraded version of the AirSewa portal and app will be introduced within the next 90–100 days. It will be a highly robust and user-friendly platform.

Solutions for every issue in one place
The PACR was launched in December 2025 following major disruptions to flights operated by IndiGo, the country's largest airline. This is no ordinary helpline; representatives from airlines, airports, the AAI (Airports Authority of India), and aviation regulators work together on this platform. This ensures that instead of files being shuffled between departments, problems are resolved immediately.

PACR’s impressive track record
73,000+ complaints resolved: Since December 10, 2025, the PACR has resolved over 73,000 complaints.
98% success rate: The control room has achieved a 98% success rate in resolving grievances. Special preparations for adverse weather and crises
According to the ministry, special preparations are made at the PACR when flights are delayed due to winter fog or during international crises. Recently, when flight operations were disrupted during the West Asia crisis, the number of daily complaints exceeded 500. In such situations, the use of AI will prove to be a game-changer in efficiently managing this heavy volume of queries.

How can passengers get in touch?
Passengers can submit their complaints to the PACR through various digital channels:

Social media platforms
Email
AirSewa portal and app
Helpline numbers: 011-24604283 or 011-24632987
Key Takeaway: India is one of the world's fastest-growing domestic aviation markets. In terms of figures, 5.75 crore passengers traveled by air between January and April alone. Utilizing AI and upgraded portals for customer service to handle such massive traffic will steer the aviation sector in a new direction.

Disclaimer: This content has been sourced and edited from Amar Ujala. While we have made modifications for clarity and presentation, the original content belongs to its respective authors and website. We do not claim ownership of the content.