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December 30.2025

2 Minutes Read

Navigating Travel Disruptions: The New Passenger Control Room at Safdarjung Airport

Group discussion in a passenger control room for grievances.

New Passenger Assistance Control Room: A Step Forward

The recent establishment of the Passenger Assistance Control Room at Safdarjung Airport marks a significant development in how Indian aviation handles passenger grievances. Following the IndiGo crisis that exposed serious lapses in complaint resolution, this 24/7 control room aims to provide timely responses to distressed travelers, greatly enhancing the airport experience for everyone.

In 'After IndiGo crisis, civil aviation ministry sets up 24x7 control room for passenger complaints at Safdarjung Airport', the discussion dives into the newly launched support system for Travellers, exploring key insights that sparked deeper analysis on our end.

Hear It from the Team

With teams working around the clock, staff members are dedicated to easing the stress that often comes with travel disruptions. "We know passengers are already stressed, so we speak to them calmly and understand their concerns," shares Vidushika, a team member. This kind of empathetic communication is crucial when so much anxiety can stem from unexpected delays or cancellations.

What This Means for Travelers

The control room is designed to cut down the hassles and uncertainties many face during travel disruptions. Instead of leaving passengers in the dark about their complaints, the teams actively reach out with updates, allowing travelers to feel more informed and supported. Moreover, recent data shows that since the launch in December, over 10,000 complaints have already been resolved through the AirSewa platform.

Emphasizing a Passenger-First Approach

By bringing together airline representatives and government officials in one place, the control room fosters better communication and quicker resolutions. Civil Aviation Secretary Samir Kumar Sinha emphasizes this new approach as a necessary shift towards prioritizing passenger experiences. It not only enhances operational efficiency but also aims to reinstate trust in air travel amid previous disruptions.

Taking Action and Staying Informed

As air travel continues to regain its stride, the Passenger Assistance Control Room is a proactive measure that encourages passengers to speak up about their experiences. Travelers should be aware of these new resources and engage with the process if they encounter any issues. It's a pivotal moment for aviation in India, making their voices -- and concerns -- a priority.

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Navigating Travel Disruptions: The New Passenger Control Room at Safdarjung Airport

New Passenger Assistance Control Room: A Step Forward

Hear It from the Team

What This Means for Travelers

Emphasizing a Passenger-First Approach

Taking Action and Staying Informed

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