Civil Aviation Authority (CAA) has solicited the Pakistan International Airline (PIA) about a necessary action for resolving complaints launched by overseas Pakistanis at Grievance Commissioner Cell (GCC); it was learnt here on Saturday.
According to sources, the CAA in response to a meeting, chaired by federal ombudsman to review the performance of GCC last month, asked the PIA to submit comments on the complaints received by the GCC.
They said GCC, which was established to facilitate overseas Pakistanis in lodging complaints against the maladministration by the government agencies, discussed complaints regarding PIA during the meeting.
They apprised that one of the grievances of overseas Pakistanis was that PIA had no flights to the destinations with sizeable Pakistani expatriate population.
Moreover, complaints regarding irregularity and delay of PIA international flights carrying overseas Pakistanis and unsatisfactory services rendered particularly food, toilets and general upkeep of the aircraft were also received at GCC.
Overseas Pakistanis have also complained that PIA had no online booking facility for them and airline did not confirm seats despite their availability, sources added.
Replying to a question, sources said that Hafiz Ahsan Ahmed Khokhar, senior advisor law, Grievance commissioner, was making consistent efforts in co-ordination with the stakeholders to evolve a mechanism for identification and resolution of the individual and collective problems of overseas Pakistanis insofar those related to the state institutions and their functionaries. They said that CAA in response to GCC meeting had asked the PIA to submit comments on the above mentioned problems.
When contacted, PIA spokesman Aamir Memon, who was found endeavoured to give his best, connected this correspondent with concerned officer through a conference call to answer the queries.
The concerned officer said that PIA had informed the GCC that the airline after inducting more planes in its fleet now managed to overcome the issue related to irregularity and delay of its international flights.
Commenting on the non-availability of flights to the destinations with sizeable expatriate Pakistani population, the concerned officer said that the complaint was pertinent to South Korea and this route was not viable for the airline, which was striving to lift from financial crisis.
Moreover, he said that the complaint regarding food service had now been resolved as the airline had not only changed its flights' menu completely but was also appointing a chief chef for further improvement in its meal service. He also apprised that PIA had planned to change its flights' menu after every three months for passengers' maximum satisfaction.
Answering a question, he said: "PIA always tries to make its passengers satisfied and for the purpose, the airline has not only mentioned GCC link on its website but also displayed its toll-free numbers for overseas Pakistanis residing in the UAE, the UK, Saudi Arabia, USA/Canada and France".
He also said that an advisory council had been established to address the issues being faced by the passengers and added that council meetings, being headed by the PIA's managing director, were convened on a monthly basis to find best solution to the problems.