The Federal Ombudsman, Ejaz Ahmad Qureshi, in response to
numerous complaints from domestic and international passengers regarding
Islamabad International Airport (IIA), has formed an inspection team comprising
officers from the Ombudsman Secretariat.
The team, led by Senior Adviser Overseas Pakistanis, visited the
airport to assess the quality of services provided to expatriates.
During the inspection, the team evaluated the performance of
airport personnel and examined procedural issues, with a particular focus on
the joint search counters.
Consultations were held with representatives from the Airport
Security Force (ASF), Anti-Narcotics Force (ANF), and Customs. It was observed
that the assigned tasks were being satisfactorily carried out within the
available resources.
Valuable input from the personnel was noted to improve the
existing mechanism, and relevant authorities were advised to take necessary
action.
The inspection team also visited the National and International
lounges, CIP (Commercially Important Person) lounges, baggage claim areas,
immigration counters, health services, Airport Security offices, and other
relevant agency counters. They recommended the installation of CCTV cameras at
the joint search desks operated by the Federal Investigation Agency (FIA), ANF,
ASF, and Customs. Additionally, the administrative staff was directed to
display billboards in Urdu and English at all counters, providing information
about prohibited items.
Complaints regarding extortion of money from passengers were
reported to the inspection team. They instructed the airport management to
conduct an inquiry into such incidents and submit a detailed report. The team
also noted the absence of a representative from the Ministry of Religious
Affairs and requested the ministry to ensure their availability at the One
Window Facilitation Desk (OWFD) during Haj flights.
It came to the team's attention that check-in staff were demanding
printed copies of e-reservations. To address this issue, the Airport Management
will install printers at the counters for the convenience of passengers.
The team further recommended the inclusion of a pamphlet listing
prohibited items with each ticket, as well as displaying the same information
on screens throughout the airport to facilitate passengers.
During the inspection, the team noticed the unavailability of
the 'Visa Protection Stamp' for traveling immigrants and promptly directed for
its immediate availability.
The team also visited the One Window Facilitation Desk (OWFD),
established under the guidance of the Federal Ombudsman, which provides
round-the-clock assistance to overseas Pakistanis. Representatives from all 12
federal agencies are present to address and resolve passengers' complaints
on-site.
Airport officials informed the team that, as per the Ombudsman's
instructions, separate counters for senior citizens, females, and diplomats
have been designated during the check-in and visa control process.
The majority of complaints from overseas Pakistani immigrants
related to mishandling and loss of baggage, delays in passport control, and
unnecessary harassment by Narcotics Control officials stationed at the airport.
Following the visit, a joint meeting was held with the heads of
all relevant agencies to finalize recommendations aimed at facilitating
overseas Pakistanis. The inspection team submitted their report to the Federal
Ombudsman for further action.
Source: Urdu Point