The Supreme Court on Wednesday sought a comprehensive report and a copy of SOPs from Civil Aviation Authority (CAA) to evaluate measures taken to ensure dignity and respect of international and local passengers upon their arrival at and departure from twelve airports in the country.
A three-member bench headed by the Chief Justice Iftikhar Muhammad Chaudhry was hearing identical petitions filed by PML-N leader Marvi Memon and a suo-motu action over irregularities and illegalities in Pakistan International Airlines (PIA). At the outset of the hearing, senior law officer of the CAA Obaid ur Rehman Abbasi told the bench that as many as 509 complaints were received through a drop box facility at twelve airports including JIAP Karachi, AIIAP Lahore, BBIAP Islamabad, Multan, Bahawalpur, Saidu Sharif, Chitral, Sukkur, BKIAP Peshawar, Panjgur, D.G.Khan and Moenjadaro from May 2012 to April 2013.
Abbasi submitted that 423 complaints were resolved amicably whereas the Authority was trying to resolve the remaining 86 complaints. A total of 131 complaints were related to missing luggage which the CAA handed over to passengers. During the proceedings, Chief Justice Chaudhry observed that there were some reports of currency smuggling from the Pakistani airports; however, he directed the CAA to ensure proper assistance to overseas Pakistanis upon their arrival and departure.
He further said that CAA should take concrete measures to facilitate passengers at airports without discrimination. A member of the bench, Justice Jawwad S. Khawaja, observed that the court was hearing the current matter for two years. He inquired why passengers' complaints had not yet been addressed.
Justice Khawaja also questioned about the mechanism the CAA had developed to examine the difficulties faced by passenger. To which, the bench was informed that CAA is observing international standards to address complaints of passengers at the airports; however, the bench asked the Authority to ensure zero complaint regime at the airports.
Later, the hearing of matter was adjourned for two weeks.
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