Chairman, Pakistan International Airlines, Tariq Kirmani, on Sunday warned PIA employees to mend their behaviour or get ready to be penalised.
Addressing the staff of PIA Islamabad/Rawalpindi region, he said that Pakistan International Airline needed to exceed customer expectations by adopting first rate policies and translating these into excellent strategies and outstanding plans to become a world class profitable airline.
According to a statement, the Chairman said that only dedicated employees, committed to excellence, could achieve this.
He said it is individual improvement, which adds up to bring total improvement in any company, and if individuals do not make efforts in the right direction, the net result for the company comes to nothing.
A lot of courage and hard work is required to change the mindset and make it customer focused, he added.
Every employee has to bring this change and understand and comprehend the 'Vision' and 'Mission Statement' of the airline, he emphasised.
The chairman said that the PIA staff should be alert to all aspects of customer care and convenience and warned that any lapse in passenger handling was a serious failure.
He explained that one single disgruntled passenger shuns away 20 potential passengers and no airline can afford to ignore this drop.
The chairman expressed hope that PIA employees would agree to this, and work with devotion.
"Those who refuse to go along with the changing environment will have to go, as the company will be constrained to take serious actions against such employees," the statement quoted Chairman as saying.
Another important aspect which Kirmani emphasised was adherence to business ethics and zero tolerance for corruption. He advised the employees not to go on the wrong side of the ethics.