The 41st edition of e-Kacheri received various complaints from passengers, including lack of luggage trolleys and faulty elevator at Islamabad International Airport, a lost handbag at Lahore’s Allama Iqbal International Airport, and a passenger reporting stolen money ($5000) at Karachi’s Jinnah International Airport. However, the main focus of the session was on flight cancellations, delays, diversions, and refund delays, particularly related to Serene Air.
The Additional DG CAA instructed the relevant directorate to take action and enforce regulations and requested affected passengers to provide more details via email. He emphasized passenger rights and the importance of raising awareness in this regard. The Director Air Transport (AT) mentioned ongoing investigations and urged passengers to lodge complaints on the Prime Minister Delivery Unit (PMDU) website. He added that information on passenger rights is displayed at airports for filing complaints. He also informed that ticket refunds for credit card purchases typically take one month to process.
The Additional DGCAA instructed the implementation of a one-counter-all-checks policy to address complaints about repeated checks by security staff and other agencies at Multan International Airport, and also stressed that security officials have a duty to act and behave professionally and courteously toward passengers. The Deputy Director General Airport Services provided an update on luggage trolleys, with the majority already sent to airports and the rest to be delivered soon. Additional DGCAA directed measures to ensure the availability of trolleys and investigate incidents. He instructed to inspect CCTV footage to address complaints about lost items and stolen money. Other complaints, such as delayed payments to a contractor and the delayed arrival of zamzam water bottles, were also addressed.
The Additional DGCAA expressed gratitude for feedback and reiterated the commitment to improving airport facilities for passengers.
