Syllabus Connection: GS Paper II (Governance - Statutory & Regulatory Bodies)
Contemporary News Pivot
The Ministry of Civil Aviation’s Passenger Assistance Control Room (PACR) has moved from a pilot phase to a permanent institution at Udaan Bhawan, New Delhi. As of late December 2025, it has successfully resolved over 13,000 grievances.
Governance Architecture
- Integrated Stakeholder Convergence: The PACR is unique because it forces physical co-location. Representatives from the DGCA (Regulator), AAI (Infrastructure provider), and Airlines (Service providers) work in the same room. This eliminates the "ping-pong" effect where passengers are redirected between different entities.
- Operational Priority: The system uses an omni-channel tech backbone to prioritize high-impact issues: flight cancellations, refund delays, and baggage loss.
- The "Future-Ready" Model: For your GS II answers on Citizen Charters, cite PACR as a move toward "Real-time Accountability," shifting from a post-facto complaint system to active crisis management during peak travel disruptions (like winter fog).
IAS-2026 - OPTIONAL / GEOGRAPHY / PUBLIC ADMINISTRATION / SOCIOLOGY / ANTHROPOLOGY / ORIENTATION ON 03 & 04-10-2025 
