After IndiGo crisis, civil aviation ministry sets up 24×7 control room for passenger complaints at Safdarjung Airport

New Delhi: Amid TV news alerts, ringing telephones and a live stream of social media complaints, the newly set up Passenger Assistance Control Room at Udaan Bhawan in the Safdarjung Airport area works round the clock to address distressed airline passengers’ grievances.

For an average flyer, the control room is intended to cut down the waiting and uncertainty that often follow a disruption. Instead of repeatedly chasing updates, passengers are now contacted by the teams handling their complaints. Those working here said recent cases had mostly involved flight cancellations and delays caused by winter fog, along with some confusion over baggage handling.