MoCA Establishes 24/7 Control Room in Delhi to Enhance Passenger Support

The Ministry of Civil Aviation (MoCA) has launched a dedicated 24/7 control room in Delhi aimed at improving passenger support and expediting grievance resolution at airports and airlines. This facility became operational on the night of December 9, 2023, and integrates various stakeholders, including airlines, airport operators, and regulatory teams, to enhance service delivery.

Pramod Kumar Thakur, the Deputy Director General of MoCA, emphasized the significance of this initiative during an interview with ANI. “This control room has been operational since the night of the 9th, and we have brought together all the stakeholders – all our airlines, airport operators, our MoCA team, our DGCA team, our development team – all the teams are seated here in one place,” Thakur stated. This collaborative approach aligns with the Ministry’s “Passenger First” vision, which aims to prioritize the needs of travelers.

Real-Time Monitoring and Enhanced Grievance Resolution

The new control room is designed to monitor passenger complaints, airline service issues, and operational challenges in real time. This allows for quicker coordination and response to any incidents that may arise at airports. Thakur also highlighted the role of the Air Sewa portal, which serves as a crucial interface for travelers to report inconveniences. “Air Sewa is our dedicated portal where any passenger can report any kind of inconvenience they face at the airport, whether related to the airline, the airport itself, or security and safety issues. Within a specific timeline, we resolve the grievances,” he explained.

Since its inception, the control room has successfully resolved over 14,000 grievances, indicating an effective response mechanism for air travelers across the country. The integrated approach aims to improve accountability and service standards, ensuring that air travelers receive timely support.

Navi Mumbai International Airport Opens Operations

In a related development, the Union Minister of Civil Aviation, Kinjarapu Rammohan Naidu, celebrated the opening of the Navi Mumbai International Airport (NMIA) on December 7, 2023. He referred to this milestone as a “historic moment” for the region, stating that Mumbai is now India’s first true double-airport metropolis. Naidu attributed this achievement to the collaborative efforts of the “double-engine NDA government” under the leadership of Prime Minister Shri Narendra Modi.

“Congratulations to the people of Maharashtra and especially Mumbai, on the commencement of operations at Navi Mumbai International Airport today,” Naidu posted on social media platform X. He emphasized that NMIA represents a defining moment in India’s airport infrastructure journey, setting new benchmarks for capacity, efficiency, and passenger experience. Located in Navi Mumbai, Maharashtra, the airport is strategically designed to accommodate the increasing air traffic demand in the Mumbai Metropolitan Region and Western India.

As these initiatives unfold, the MoCA continues to demonstrate its commitment to enhancing passenger experiences across the nation, ensuring that air travel becomes more efficient and responsive to the needs of the public.