PHOTO: AFP/FILE
When countries around us are building and running state of the art facilities, we are still caught up in the old mindset despite investing billions in infrastructure. When the Ministry of Overseas Pakistanis recently asked people on Twitter about their experience with Pakistani airports, it was as if a dam of emotions had been breached.
Here are some of the responses: @AliMunir_CH said, “At Islamabad airport, there are no strollers available. If you are with kids and alone, it’s quite difficult to pick up bags for security and other processing.” To add, @RashidHssan pointed out, “All the porters are working and taking bribes for their bosses.” That may be a bit exaggerated, but as @ImranJa44385637 complained: “One porter stole money from my wife’s purse. After we complained, the management arranged to return the money. However, he is still working there. Stealing items from unlocked bags is common too.”
Most complaints seem to be against Islamabad airport. @nazarshahh said “since inauguration of new Islamabad airport, it literally takes hours to get luggage.” @abrarhu68482461 may have solved this riddle: “When I came out of the airport parking area there was lot of trollies.”
Some respondents were appreciative. @iArslansaleem commented, “Good behaviour and polite attitude towards passengers, basically lack of customer facilitation.” @a5adali gushed: “Traveled recently, absolutely no issue what so ever. Service and staff at Islamabad airport were amazing and respectful. I urge people to take travel insurance if they can, you can’t blame just Pakistani’s for stolen stuff, I safely says this happens in every part of the world.”
But most were critical. @SharjeelJillani advised “better u launch a separate complaint form for registration of issues we’re facing. A few — Manual check for baggage. Silly question answer session. Staff interferes in everything. Bad immigration clearance time.”
The immigration seems to be getting most complaints. @MIkhlas28 said “Our flight was early 40 mins but at immigration there was only one person dealing British passports who took more than 40 mints.” @ammarhasssan adds “Limited immigration counters at arrivals resulting in long queues.” @mazzy_mazz observed, “ I have recently arrived from KSA and found the whole process smooth but have only few comments….make proper lines at arrival and put some separators so people don’t jump here and there.” @ibipataudi complained, “Immigration database search systems are painfully slow/glitchy.” @shoaibbinaslam said, “No priorities for old cizitens & family with infants, they have to stand in long queue carry crying kids to get entry stamp.” @aliameernaqvi suggested “all these smart NICs and machine readable passports, there should be electronic gates which will speed up the whole process.”
The ASF also got its share of complaints. @umarshamim commented “Baggage checking and ASF behaviour is very unprofessional, last time i lost my baggage and someone from ASF at Allama iqbal airport asked me to give money after I got my bag.” @rwaleedkhan complained “No awareness carrying liquid aerosols and gel. They don’t have IATA Dangerous Goods Handling AND AVSECE training.. I have challenged them twice as an employee of Dubai airport but useless.”
@raoo512 complained “There is no official smoking area, toilet cleaner take you inside rooms next to toilets and have cigarette 100/ 200 rupees or asking 5 dollars. Every airport in Europe and gulf has designated smoking area.”
Some complained against PIA. “PIA staff told me that my luggage was oversized when it was not and asked to give 12,000 rupees to get it through. After I denied, they reduced to 6,000, which I denied again. And they refused to through my luggage. I had to split it up there and then for no reason.”
@Sarah_Ali_KHAN said “CAA asking for airport tax, when already paid and indicated on tickets.” @GHAZANAWA added “It looks like messy everywhere at the airports.”
@khalilbilal4 commented “We feel like we are criminals Travelling in or out.” @Faadi added “Multiple checkpoints for no reason.” @MSharjeelA informed that at the Lahore Airport, one had to go through nine points where passengers are questioned or checked. All these complaints seem valid. Now over to the airport authorities.
Published in The Express Tribune, December 9th, 2019.
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