Campaign focuses on clutter-free aviation offices, faster grievance resolution and passenger-centric governance

Key Highlights:

• 6,803 physical files and 1,316 e-files reviewed under Special Campaign 5.0.
• 1,628 physical files weeded out and 570 e-files closed.
• 1,166 cleanliness campaigns conducted across the Ministry.
• Around 18,308 sq. ft. of office space freed through disposal of scrap, e-waste and redundant files.
• Scrap disposal generated revenue of ₹41.20 lakh.
• More than 7,250 public grievances and 2,100 appeals resolved, with an approximately 99% grievance redressal rate.
• 41 MP, 20 PMO, 3 IMC and 14 State Government references disposed of during the campaign period.

New Delhi, September 16, 2026: The Ministry of Civil Aviation (MoCA) has reported significant progress under the Special Campaign for Disposal of Pending Matters (SCDPM) 5.0, with a focus on eliminating office clutter, reducing pending files, improving cleanliness and accelerating grievance redressal.

The campaign was carried out from November 1, 2025, to August 31, 2026, with the Ministry placing passenger-centric governance and responsive administration at the centre of its efforts.

Over 8,000 Physical and E-Files Reviewed

During the campaign, the Ministry reviewed 6,803 physical files and 1,316 e-files. Of these, 570 e-files were successfully closed, while 1,628 physical files were weeded out.

The disposal of redundant files, scrap and e-waste also helped free approximately 18,308 sq. ft. of office space. Scrap disposal generated revenue of around ₹41.20 lakh.

The Ministry also conducted 1,166 cleanliness campaigns, reflecting its focus on incorporating cleanliness and organised workplaces into routine administrative functioning.

Nearly 99% Grievance Redressal Rate

Passenger and citizen grievance management remained a major component of the Ministry’s campaign.

More than 7,250 public grievances and 2,100 grievance appeals were resolved during the period, resulting in an approximately 99% grievance redressal rate, according to the Ministry.

The Ministry has also been using AirSewa and CPGRAMS for monitoring citizen and passenger grievances. Continuous digital file reviews and ministerial oversight were undertaken as part of the effort to improve administrative responsiveness.

Passenger Assistance Control Room Strengthens Real-Time Monitoring

The Ministry highlighted the Passenger Assistance Control Room, operationalised by Civil Aviation Minister Ram Mohan Naidu on December 10, 2025, as another measure aimed at improving passenger support.

The control room enables real-time monitoring of aviation operations and supports faster handling of passenger grievances. The initiative forms part of the government’s broader passenger-first governance approach.

Pending Inter-Ministerial References Cleared

The campaign also resulted in the disposal of several pending references and communications. The Ministry cleared 41 Members of Parliament (MP) references, 20 PMO references, 3 Inter-Ministerial Committee (IMC) references and 14 State Government references during the period.

The Ministry said the measures are aimed at creating a more responsive and clutter-free working environment while keeping passenger-centricity at the core of its administrative functioning.

Impact on Hospitality, Travel and Tourism

For the hospitality and tourism sector, more responsive aviation administration can have an indirect but important impact on the overall passenger experience.

Faster grievance handling through platforms such as AirSewa and real-time monitoring mechanisms can help address passenger issues related to the air-travel journey more efficiently. This is particularly relevant for hotels, tour operators, travel agencies and destination-management businesses, as aviation service quality is closely linked with the wider visitor experience.

A more streamlined administrative system can also support the growth of India’s aviation and tourism ecosystem by improving coordination around passenger services and airport operations. For hospitality businesses, smoother air travel can contribute to a more seamless airport-to-hotel-to-destination journey, particularly for domestic and international visitors.

The Ministry’s emphasis on cleanliness, digital administration and passenger-first governance also aligns with the broader expectation of a more efficient and service-oriented travel ecosystem.