Team inspects Islamabad International Airport to redress passenger complaints
Responding
to a wave of public complaints regarding service quality at Islamabad
International Airport, Federal
Ombudsman Ejaz Ahmed Qureshi dispatched an inspection team on Tuesday
to assess the situation and ensure corrective measures.
The team
was led by Advisor Major General (R) Haroon Sikandar Pasha, and included Dr.
Inam-ul-Haq Javed, Commissioner for Overseas Pakistanis Complaints, and
consultant Pervaiz Haleem Rajput, according to a press release.
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team inspects Islamabad airport after public complaints
he
inspection covered various key areas of the airport including domestic and
international lounges, baggage claim zones, immigration counters, and the
One-Window Facilitation Desk, which was established specifically to assist
overseas Pakistanis.
During
the visit, the team interacted directly with passengers, listening to their
concerns and issuing on-the-spot directives to airport officials to address
grievances. They also reviewed the implementation of recommendations from
previous inspection visits and noted visible improvements in several
departments.
Key
directives from the inspection team included:
- Increasing
the number of facilitation counters to match the airport’s flight volume
- Setting
up dedicated counters for senior citizens, wheelchair users, diplomats,
and parliamentarians
Airport
authorities informed the team that additional counters had already been
installed to improve service flow.
At
the One-Window Facilitation Desk, the team reviewed complaint
registers and held discussions with representatives from 12 federal agencies
stationed at the desk. The goal was to assess the nature of complaints and the
responsiveness of the respective departments.
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The
team directed the local heads of all agencies to ensure maximum support and
convenience, especially for overseas Pakistanis.
Following
the visit, a preliminary report was submitted to the Federal Ombudsman.
In
response, the Ombudsman has issued further instructions to the Pakistan Civil
Aviation Authority (PCAA) and the Airport Manager to:
- Enforce
biometric attendance for all departmental representatives at the
facilitation desk
- Assign
the Overseas Pakistanis Foundation (OPF)
to monitor compliance with these directives
The
initiative reflects the Ombudsman’s continued efforts to uphold service
standards and protect the rights of travelers, particularly those arriving from
abroad.
Source: Urdu Point