The launch of the service comes in the wake of a case being heard by the Supreme Court about problems faced by overseas Pakistanis at airports.
Air travellers in Pakistan can now register complaints with the Civil Aviation Authority (CAA) using a 24/7 phone service at seven airports of the country.
The complaints can be registered via telephone number 111-222-114, which will be made toll-free in coming months as the network of the service expands.
The launch of the service comes in the wake of a case being heard by the Supreme Court about problems faced by overseas Pakistanis at airports.
“We are slowly expanding the scope of this service. People can record complaints against flight delays, boarding issues, facilities at airports, behaviour of customs officials and whatever causes them problem,” a senior CAA official said.
Right now the service has been launched at Karachi, Lahore, Islamabad, Peshawar, Quetta, Faisalabad and Multan airports. “One officer has been posted at all these stations. This shows how serious we are,” he said.
CAA will ensure that problems are addressed on an immediate basis and people can check the status of their complaints any time they want.
Flight delays have become a problem at the airports in recent years. Airlines often keep passengers waiting for hours without food or drinking water. CAA has decided to look into such complaints on a priority basis.
An SMS service will shortly be launched as well to allow people to check status of flights via their cellular service providers.
Published in The Express Tribune, September 15th, 2013.
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I have a complaint against one of your employee his name is Sarfaraz Hussain, he was very rude, & instead of listening to me he hung up the phone on me is this the type of people you employ who don't know how to speak to their customers, this so called gentleman happens to be in-charge of the porters at the Jinnah Terminal, I was very unfortunate to speak to this rude man, because of a theft upon my arrival in Pakistan on August 24th, someone stole my wallet on the day I arrived at the airport, I lodged my complaint Mr Sarfaraz insisted I come to the airport to identify the porter whose only fault was that he asked me for a tip which I gave him, I tried to explain to Mr Sarfaraz this but instead he started being abusive and rude, what I had requested him that he check the CCTV which he refused, is that the way CAA treats the people who come from abroad, all that I asked was I don't care if whoever has taken the money they can keep it all I want is all my identity which was stolen. These were my Canadian citizenship card, my ID cards of both Canada & Pakistan. Once again this officer Sarfarza Hussain should be severely dealt with the higher authorities and given training in Customer Service, I also request a written apology from this rude man who does not know how to speak with customers. I hope my complaint is forwarded to the Civil Aviation Authority
Hope this 24/7 service will be professionally and independently run to bring about some tangible improvement. Courtesy and services at KHI and LHE international / domestic airports should be benchmarked with KLCC, Bangkok and DXB ariports for a start...aprt from comfor and convienence, those are the first impression for international travellers and guests...