Passenger baggage is frequently misplaced and mishandled by the national flag carrier
ISLAMABAD: Pakistan International Airlines (PIA) has, over time, lost its proficiency to manage tasks necessary to run the airline and give its customer a satisfactory flying experience. Their only saving grace is that it is the only national carrier, which has routes to a number of popular destinations at affordable rates. For years now, PIA has been using old and wornout aircraft. It is normal for them to have delayed flights. The flight attendants have become more and more discourteous. And last but not the least, passenger baggage is frequently misplaced along with the mishandling of luggage.
Last year, I travelled between Islamabad and Karachi with PIA three times and each time I checked in my suitcases in perfect condition but was returned damaged pieces at baggage claim. Being a seasoned traveller for over 15 years with experience of multiple airlines, I know with certainty that the fault did not lie with the quality of my luggage or packing ability. It is infuriating to realise how unprofessional the airline is about handling their passengers’ luggage. So, I decided to talk to the higher management of PIA and register a complaint.
After being guided to a small office and waiting 15 minutes, the officer concerned finally came and asked what the issue was. I explained what had happened, and to my shock, the officer responded with a sigh and rhetorically asked what they could do about the staff and how they keep telling them to be careful. I was offered to have my suitcase fixed if I dropped it off at the airport and then later collect it but I decided to lodge a complaint instead, as it is about accountability and such behaviour should not constantly be overlooked by passengers and management.
After writing a complaint letter as asked, I was told someone would get in touch with me but it has been eight months and I haven’t heard from anyone at PIA. That was the last time I travelled with the airline and I don’t plan on doing so in the future, at least not until it improves its standards. The management concerned should bring about necessary changes.
Minahil Sheheryar Zakaria
Published in The Express Tribune, May 27th, 2017.
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