Syllabus Connection: GS Paper II (Governance & Redressal Mechanisms)
Contemporary News Pivot
The Ministry of Civil Aviation (MoCA) operationalized the Passenger Assistance Control Room (PACR) in December 2025 at Udaan Bhawan, New Delhi. It has reportedly resolved over 13,000 grievances in its inaugural month.
Operational Framework
- Integrated Stakeholder Hub: PACR is a physical room where officials from the DGCA, AAI, and private airlines sit together. This breaks "departmental silos," allowing for on-the-spot decisions regarding flight delays or cancellations.
- Omni-channel Integration: It integrates the existing AirSewa 4.0 digital platform with real-time call-based interventions.
- The "Passenger First" Charter: This initiative institutionalizes the Citizen’s Charter in aviation. For Mains, use this as an example of "Responsiveness in Administration"—moving from passive online complaint filing to active real-time resolution.
IAS-2026 - OPTIONAL / GEOGRAPHY / PUBLIC ADMINISTRATION / SOCIOLOGY / ANTHROPOLOGY / ORIENTATION ON 03 & 04-10-2025 
