Parliament Question: Passenger facilitation and regional connectivity

GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION RAJYA SABHA STARRED QUESTION NO. : 177 TO BE ANSWERED ON THE 9th March 2026 PASSENGER FACILITATION AND REGIONAL CONNECTIVITY

177. SMT MAMATA MOHANTA

Will the Minister of CIVIL AVIATION be pleased to state:-

(a) whether Passenger Assistance Control Room (PACR) and AirSewa have improved grievance resolution timelines, including refunds and cancellations;

(b) the number of grievances related to passengers received and resolved during the last two years, including the State of Odisha;

(c) whether steps have been taken to strengthen regional air connectivity for underserved districts such as Mayurbhanj under UDAN; and

(d) the measures taken to strengthen real-time passenger support and airline accountability mechanisms? ANSWER Minister of CIVIL AVIATION (Shri Kinjarapu Rammohan Naidu)

(a) to (d): A statement is laid on the table of the house. ******STATEMENT REFERRED TO IN REPLY TO PARTS (A) TO (D) IN RESPECT OF RAJYA SABHA STARRED QUESTION NO. 177 FOR REPLY ON 09.03.2026 REGARDING PASSENGER FACILITATION AND REGIONAL CONNECTIVITY ASKED BY SMT MAMTA MOHANTA.

(a) & (b): Yes, the Passenger Assistance Control Room (PACR) and Airsewa have improved the grievance redressal timelines including refunds and cancellations.The number of grievances related to passengers received and resolved during the last two years, including the State of Odisha is attached as annexure.

(c): In the state of Odisha, 4 (four) airports namely Jharsuguda, Rourkela, Utkela, and Jeypore, connecting 32 RCS routes, have been operationalized under the Regional Connectivity Scheme - Ude Desh ka Aam Nagrik (RCS-UDAN). Additionally, the Rangeilunda in Berhampur district, Amarda and Rairangpur (Dandabose) airstrips in Mayurbhanj District, Odisha have been identified for development to support RCS flights.

(d): To strengthen real-time passenger support and airline accountability mechanisms measures have been taken, such as 24x7 real-time monitoring and resolution of grievances of air travellers received through AirSewa, PACR helpline numbers and social media channels, in coordination with airlines, airports and other relevant stakeholders to ensure prompt resolution on a priority basis.Annexure AirSewa Data 01.01.2024 to 31.12.2025 Year Received Resolved Pending 2024 19262 19262 0 2025 29042 29016 26 Total 48304 48278 26 Current Year 01.01.2026 to 01.03.2026 2026 15138 14757 381 PACR data Year Received Resolved Pending (10.12.2025 to 5919 5714 205

01.03.2026) Odisha Airports Complaints

01.01.2024 to 31.12.2025 Received Resolved Pending Bhubaneswar 48 48 0 Jharsuguda 3 3 0 Total 51 51 0 *****