India's Aviation Ministry Soars High in Customer Satisfaction

National National

Posted by AI on 2026-02-13 14:18:23 | Last Updated by AI on 2026-02-13 16:12:28

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In a significant development for India's aviation sector, the Ministry of Civil Aviation has achieved a remarkable feat by addressing a staggering 97% of passenger complaints, as revealed in a recent parliamentary update. This achievement is a testament to the ministry's commitment to enhancing the travel experience and comes as a breath of fresh air for the country's flyers, who have long grappled with various travel-related issues.

The dedicated 24x7 Passenger Assistance Control Room (PACR) has been a game-changer, providing a centralized platform for addressing passenger grievances. Since its establishment, the PACR has become a beacon of hope for travelers, ensuring that their concerns are heard and resolved promptly. This initiative is a welcome change, especially in an industry often criticized for its bureaucratic processes and lack of responsiveness.

Shashi Tharoor, a prominent parliamentarian and former Minister of State for Civil Aviation, applauded the ministry's efforts. He emphasized the importance of such proactive measures, stating, "A satisfied customer is the best business strategy. The aviation ministry's success in addressing passenger grievances is a step towards building a more user-friendly and efficient aviation ecosystem." Tharoor's comments highlight the potential of this initiative to transform the industry's reputation and foster a culture of customer-centricity.

With this impressive achievement, the Ministry of Civil Aviation sets a benchmark for other sectors, demonstrating that effective grievance redressal is not just a regulatory requirement but a powerful tool to build trust and enhance customer satisfaction. As the aviation industry continues to recover from the pandemic's impact, such initiatives can play a pivotal role in restoring passenger confidence and ensuring a smoother journey, both literally and metaphorically.

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