Pakistan International Airlines [PIA]
Reviews and Complaints

on flight pk-631 islamabad to sukkur , 07-10-2022 baggages of more than 13 families were left back intentialy to accomodate some one else without prior intimation to passengers.video of penic situation at airport is also available.how it can happen that without prior intimation the baggeges are not load.this is a case of sheer negligence and should be dealt seriously.thanks

I am a public health consultant working aboard for the past many years. I frequently travel to Pakistan, but I have never used PIA due to its lack of following schedules. On October 4, 2022, while returning from a remote Southern African country, Malawi, I had to fly PIA's PK 234 from Dubai to Islamabad as there was no other viable connection. While the check-in was smooth, I observed that PIA had kept a weighing scale next to the boarding gate to weigh hand carry bags. I considered it a routine practice since some African airlines do the same. What, however, was not typical was that PIA also insisted on weighing laptops, chargers, and telephones. Even baby formulas, feeding bottles, and duty-free items bought at the airport were put on the scale. Anyone carrying over 7/8 KGs was asked to pay CASH for excess baggage before boarding.

I approached your staff and asked them to share the rules under which laptops, baby formulas, and duty-free packages were being weighed. Their response was expected in such a situation: "This is PIA's policy."

They also insisted on cash payments in AED for excess baggage and refused to accept credit cards or USDs making people scramble for cash in local currency just minutes before the scheduled departure.

I want to bring this to public notice with the hope that PIA will enlighten its passengers, including reluctant PIA customers like me if its policy distinguishes PIA from other airlines by reducing the personal carry-on luggage allowance and putting a premium on duty-free items, children's items, and personal laptops.

Regards,

Fayyaz Ahmad Khan

Islamabad.

I purchased and paid for Executive Economy:

>>> From Lahore to Jeddah (FLT: 759) the seats were according to the specification

>>> However from Madinah to Lahore (FLT: 748) I was given 8A and 8C seat numbers and the seats were NOT EXECUTIVE AT ALL. The food was given 1 hour and 15 minutes after departure which was very very late. The food quality was not good as well.

I personally visited the front section of FLT 748 and there were only 18 EXECUTIVE Seats. The seats given to us were totally different from these 18 EXECUTIVE Seats.

The captain of the plan also agreed to what I said. He was the one who asked me to send an email to register my complaint.

The seats were totally different from the Lahore to Jeddah flight.

Please see the attached files.

My Booking Reference Number: 8CE64B

Passenger Name: Hussain/Tasaduq Mr

Passenger Name: Tasaduq/Nabila Nazli Mrs

My tickets from islamabad to Manchester 30.8.22 got cancelled on the way to the airport, we got to the airport, won't provide guaranteed alternative flight, won't provide hotel accommodation, didn't care about anything, I'm stranded in an country with no support, pia customer service really bad and also said they won't refund me for any extra charges incurred, I would advise you pay extra but avoid pia at all cost

I booked connected flight from dammam to islamabad via karachi 2 hour stay, my flight in dammam got delayed for 2 hour due to which i missed mu flight in karachi to islamabad, i got new booking for another pia flight after 7 hours not with the seat i had booked and payed for, that flight also got delayed for 2 hours. Total delay caused is 11 hours and with poor service from pia and i missed a very important event for which i was flying. It was a total waste of my time and money , traumatic experience.

They what changed our return flight date and destination without telling us. When I called and visited one of reservation office they just said all flights from Islamabad to Manchester been cancelled by operational department.

Originally our return flight was on 2nd September 2022 from Islamabad to Manchester and it on 15th September 2022 from Islamabad to Birmingham. This 15th September is not good as schools will be open on 5th September but PIA bloody PIA doesn't care. This is our first and last time to fly with PIA.

aoa, I’m writing in reference to the 8CGHJ3 booking. The seats I originally booked are economy executive not economy which PIA has replaced as per, apparently, some technical issue. The problem is I in any case have to travel in executive only why because my wife is pregnant and my mother has knee issue. It’s near to impossible to travel otherwise and I we must travel. We had planed with serene airlines but we moved to PIA for executive. There’s not just 2 but 5 of us family members and our seats have been depromoted for executive to economy.

I’m attaching my expecting partner’s report as well, it can potentially be dangerous for her. Please look into and change our seats asap!

My experience with you guys have been unsatisfactory and this is the last straw. Atleast give us a reason to fly with you again,

Our seats with serene were booked on 17 august 2022 but they only had 4 of business class, that being the reason we switched to PIA 16 august 2022 adding to our extra hotel bookings of one more day.

I have already visited your head office in lahore as well, kindly respond and change our seats with someone else.

PNR 897EQ4 Surname Karim (5 passengers). Tickets LHR to ISB going 28/7/22 Rtn 6/9/22. I do not have a car so need taxi for 5 passengers & 4 suitcase's. (approx £25 going & £25 on rtn as only 15min far).

On 30/6/22 notified by my ticket agent my outbound was changed by PIA to Manchester 10/8/22 ( 3Hr 20min far) without me agreeing. I thought of cancelling booking but was told approx £200 per ticket would be charged (£1000). Travel agent said if I went to PIA help desk at Heathrow Airport I could try & change tickets, I went 3 times and sorted flights outbound from BHX for 9/8/22, that was 1 Hr 50min away which was better than cancelling trip, as no other option available and rtn was to stay as 6/9/22 LHR.

On 3/8/22 approx 11.30am I re-checked flight and found RTN airport changed to, Doncaster Sheffield (3Hrs 15min far) AGAIN WITHOUT INFORMING ME. I rang ticket agent but their system still showed as LHR, rang PIA but no U K office's answered any calls, then rang PIA customer service Pakistan. I was told tickets had indeed been changed I stated I have no means of coming home from there! Why was I not informed? When would I have found out when I was to return? I was told any problem chat to travel agent and phone was put down. Rang travel agent, their system still shows Rtn LHR and PIA has not informed them of any changes.

Went to travel agent office spent over 2hrs there. Stated flight changed they showed me their system it was showing rtn for LHR. They rang and we're told PIA had on system that they contacted me 29/7/22 informing me of change and I had agreed. I said that's a lie give me proof of this call in end was told flight status confirmed so can't change to BHX phone put down. Then was told go to Heathrow airport help desk again which I refused to do this time. Then we spoke to Feroze (I think he was in PIA London branch somewhere) he did not want to speak to me so travel agent had him on speaker I told travel was from LHR as live close but had to go from BHX. If needed to change why not have decency of informing? I asked for proof of this call on 29/7/22? I stated "Ok LHR flights cancelled it's in no one's hands but, at least if going from BHX why not keep Rtn for some airport why Sheffield? Pia keep throwing us as far away from home as possibly! How do you expect passengers to come from these airports? You got the money so now you keep doing whatever you like!" He told travel agent issue full refund and refused to speak and put phone down. I don't want refund I wanted my seats Rtn to be BHX. In June PIA changed going tickets I said refund, I was told £1000 deduction now PIA is saying give full! If customer says refund, told won't get full but when it suits PIA they ok to give and easiest thing that PIA love doing, just put phone down. Problem sorted! Travel agent rang PIA Pakistan we asked when passenger informed of change, the person confirmed no records that customer was notified! I tried changing from Sheffield to Birmingham but, was told only Rtn for BHX is 01/10/22 which is too late for kids school. All money spent doing shopping for Pakistan would not have been done if full refund was agreed in june. There is no option you are forcing me either keep this ticket or cancel whole trip but kids are excited. No decency of notifying me so most probably I would have found out when I was in Pakistan. I don't understand, if going from BHX why not put my RTN to same airport why Sheffield? Why was I not asked before changing tkt? I left travel agency 5.45pm, spent over 6hrs chasing but no result!

I want to be compensated £650 for the taxi fare London to Birmingham, and Rtn Sheffield to London. Why should I spend all this extra money because of PIA, I am having to add 2hrs going & 3 hrs Rtn journey to my trip my kids will suffer. Do not reply that you will look into this, all you have to do is put my PNR number & see what you have done. I want response regarding £650 compensation before I leave or i will get solicitor's to take this up. I am leaving my sister in charge, you can email/ call her Mrs S Karim [protected] and issue refund to her. I am attaching taxi fare shots what I would have paid & what I'll have to pay these are the cheapest fares.

Reply asap or I will get my sister to tell solicitor's than you can deal with them.

Mr karim

Dear Sirs,

We are the legal representatives for the above-named client in the matter of claim against you for the act of cancellation of the Air ticket to Pakistan booked in 2021 for the travel to take place in 2022 which was unfair, disproportionate and against the Air passenger rights under Air Navigation Order 2015 Article D13.

Kindly find the attached Pre-Action Letter in regards to the above mentioned claim by our client. We have attached the guidance on the claim to your convenience and provide you with an opportunity to render a resolution whilst obviating litigation.

We request you to address us on the contact details provided in this email for all future correspondence.

Should you require any further information, please do not hesitate to contact us.

We shall look forward to hearing from you soon.

Kind regards,

SYED ADEEL RAZA

Consultant

Archbold Solicitors

839-High Street, Goodmayes

Ilford, IG3 8TG

[protected]

I am making a official complaint against pia flight from islamabad to Birmingham on the 11 of June 2022 flight 9791 scheduled at 9 am first of all after we border the flight we were were told their was a problem with the cargo we were delayed by an hour then for a 9 hour 50 minute flight we were given a croissant and a omlete and some fruit after 7 hours we were given bread and butter we treated worse then prisoners after we were of loaded we had to wait 3 hours for our luggage to come out their were a cue of disabled people all waiting for this appalling treatment I will be taking my complaint to the aviation authority as this is very poor behaviour by a airline to its passengers you have 2 weeks to reply

with date-13-05-2022 time 4:30am

Traveling Date : 3rd June, 2022

Departure Time: 15:00 (PM)

From : Islamabad (Pakistan).

To : United Kingdom (Manchester-UK).

Traveler Name: Muhammad Ibrahim Taj & Family

Address : Muhammad Taj , 20 Arum Street, Bradford, BD-59 LE, UK

PIA change flight time without informing and when I called call centre to confirm my flight, Customer service Agent named AMNA was very abusive towards me. she clearly said she will not help with anything and no supervisor can tell her to help. what a terrible customer service and extremely rude and pathetic Agent

Dear Sir,

I availed PIA flight (PK588 and seat no 24c) from Karachi to Bahawal pur on 27th March 2022 (7.30-9.20am) with suit case weighing less than 20kg. But I was not handover my suitcase on reaching Bahawal pur. I filled complaint at airport, and they assured me that I would be given my luggage on 28th March at 10am at PIA office but till now I've not been handed over my luggage. kindly do respond.

Hi, I have only 1 week vacation.

it took me 1 day in travelling from Dubai to Islamabad to Dera Ismail khan, and 1 day in returning. out of 7 days, I have 5 days to spend with my family.

and surprisingly my flight was delayed 1 day. The same flight is expected to be delayed more than this.

there are flights available on the same day 29/04/2022, kindly adjust my reservation for the same flight

Hello.

My grandparents flew to Pakistan on Friday. They are in their 90’s and on wheelchair.

They had 4 bags but 1 of them never made it to Lahore. As you can imagine, they’re not able to run after people or stay on the phone all day.

So, I called probably 57 times your various numbers for Toronto and international offices, and NO ONE PICKED UP THE PHONE! What is the point of having a phone line if no one is willing to do their job and pick it up once in a while?!

I finally got hold of Sandra at Swissport Baggage Services here in Toronto, and she was able to help us find the lost suitcase. It never made it to airplane.

The suitcase will be sent to Lahore on next flight but how can they pick it up? They’re old and need help for basically everything. They are visiting faisalabad current which is about 3-4 hours away from Lahore. How can they arrange to travel all by themselves to pickup a bag that YOU guys lost and never managed to put on the plane? It is not their fault. They paid the fees and ticket. They are not able to travel that much again just to pickup a bag. There needs to be compensation for this huge inconvenience that is caused by PIA’s inability to perform the job they were supposed to.

I need a resolution ASAP.

FLIGHT INFO:

Flight PK798.

Date: March 4, 2022 @ 10pm EST

Departure from Toronto, Canada to Lahore Pakistan

Total passengers: 2

worst company in the world pia, going to make sure that no family, friends and acquaintances never use this rubbish company. if you are thinking of using them dont. they change flight dates , times route and any other thing you can think of. and worst of all they dont refund. flight number pk9701 travelling from Islamabad to Manchester

As per https://www.piac.com.pk/travel-advisory-updates provided by PIA on their website:

COVID‑19 testing requirements

All international passengers from the age of 5 years and above who are traveling to Canada are required to complete a COVID‑19 PCR test 72 hours prior to the scheduled departure to Canada.

Refer to this Link for information on accepted COVID‑19 tests.

The 72-hour timeline is from the date the test is taken, and not when the result is issued.

The 72-hour timeline is applicable from departure to arrival in Canada

Passengers who have previously tested positive for COVID‑19 are required to provide proof of a positive COVID‑19 molecular test conducted between 14 and 90 days prior to departure, instead of a negative COVID‑19 molecular test.

It is not understood why at the time of check in PIA staff still ask passengers going to Canada for negative PCR test result.

Also same requirements are spelled out by Canadian Government on their official website:

https://travel.gc.ca/travel-covid/travel-restrictions/covid-vaccinated-travellers-entering-canada#pre-entry-testing

Extract from this website:

Instructions:
1. Pre-entry testing (accepted types, timing)
Who needs a pre-entry test
All travellers 5 years of age or older
You must provide proof of a COVID-19 negative molecular test result to enter Canada OR proof of a previous positive test result taken between 15 and 180 days ago (starting January 15, 2022, between 11 and 180 days ago).
If you've already had COVID-19 and recovered
If you are now symptom-free, you can provide proof of a positive COVID-19 molecular test when crossing the border, instead of a negative one.

The test must have been taken at least 15 and no more than 180 days before (starting January 15, 2022, between 11 and 180 days):
the initial scheduled departure time of your aircraft your scheduled entry into Canada by water or land. The proof of the positive result must be from an accepted type of molecular test

If your positive proof is accepted you won't have to take arrival or Day-8 tests

Can you please provide clear instructions to your check in staff?

Thanks,
Sabah-ul Arfeen
Squadron Leader (R)
[protected]

Dear Concern,
With due respect I would like to bring the serious issue in your notice that PIA Chitral Airport staffs are no professional not cooperatives.
We are trying to call some many time in a day but they even don't like to picking up the customers call.
So rote and unprofessional.
Kindly take serious action against this unprofessional attitude.
Thank you

My refund is pending with PIA since October 2021.On October 8, I requested my refund via PIA's helpline and mailed them as well but there is no proper response from them.I called their helpline serval times but they repeated the same answer that they have forwarded the refund request. I also logged a complaint but still no response from them. My complain number is [protected].