Pakistan International Airlines [PIA]
Reviews and Complaints

Hi, My mother has travelled from lahore pakistan to london heathrow via pk757 on wednesday 7th august 19. On requwsting to put her insulin in fridge she was told fridge wasnt working.Upong Repetitive request she was given tiny block of ice which wouldnt last for time take by plane to take of and was advised to use tissues for water resulting for melting of that precious tiny block of ice.
My question is if service cant be provided for
Patients why this isnt mentioned in company policies "No service available for diabetic people medication"as this wil incur a health risk factor for patients.
At end of journey it was asked if there is an empty bag ..and she was told they dont have it.
Its a long 8 hour journey and it adds up if passenger is an old person who paying good amount of money in purchasing a ticket and basic facilities are unavailable to them .

This is highly unacceptable .
Looking forward to hear
Thanks
Nadia
nadia.[protected]@hotmail.com

This is Tasiruddin from chitral I travelled from dxb to Peshawar on 6thaugust2019 but I haven't get my luggage I complain thrice didn't get any response pia staff at the airport make us sure that we will get it next day it's been two and half days now haven't get it yet and when we call they don't even communicate properly my boarding no 869922/923

Before this is passed on to my Solicitor for further action, can I ask why the flight time changed from the time on the ticket. The flight wasn't delayed, it was all planned a while ago. Changed the time by over 4 hours without any notification whatsoever 17.7.19 (PK701 Islamabad to Manchester) ticket was purchased 9 months ago. With all the distress the passengers fallen ill, I need an explanation before I go all out with my Solicitor against PIA

hello sir .
My return ticket was booked for 11 of july 2019 pnr no. 7YB66T. from
heathrow to lahore airport. Now my booking is canclled due to flight cancelled on 11/07/19. I am much worried and in tention what did I do now . I have very urgent work in lahore on saturday. It is a big loos of me
Please let me know what did I do . I talk with ticket agent he said I cannot do anything you contact with PIA .
Please let me know what availabilty is possible
thanking you and kind regards
moeen ud din

Complainer:

Mr. Girisha kp
Flat no. 304, Rolla Street,
Durdubai, dubai,
United arab emirates

To :

The manager,
Customer service department,
Pakistan international airlines (Pia),

July 04th, 2019

Subject:

Letter of complaint against staff's misbehavior / harassment do Update Ok to Board...

Dear sir,

I am Girish kp a regular Tickets Booking On pakistan international airlines (Pia) with great disappointment in writing to complaint to the concerned departments in regards of Our Passenger flight journey on board the country notable airline pia flight pk 203 from Lahore to Dubai on 05th July 2019 @ 08:40 hrs.

I am Going update our Passenger Ok to board Massage in Your Pakistan Intentional Arline Office in Deira Dubai... One of Your Staff Waseem warking in your office... i provide all Documents Like Visa, Return Ticket, Onward Ticket... But he told me your return is not Valid...i telling your staff recheck again but he was angry me and through my documents... He his like very cheapest Behavior with me... Kindly remove in this type of attitude staff pls...

Your urgent attention to the matter will much oblige and i look forward to a genuine reply from your side. I feel disgraced by mr. Waseem behaviour and believe that i have been harassed. I am aware that lodging a complaint against mr. Waseem will require a formal investigation and i am prepared to participate as needed. Should you require any additional information or have any query, you may contact me any time on +[protected].

Thanking you.

Yours sincerely,
Girish kp
mail id : [protected]@gmail.com
Mob no : 00971 [protected]

Dear Sir,
I am from Dhaka Bangladesh, I purchased return tickets for my family from Dhaka office. Lahore-Karachi-Dhaka, after traveling one side canceled my ticket & apply for refund on 1st October 2018. Till not get my refund, hundred times contact with MR. Atta Muhammad Rahu representative of PIA in Dhaka office, he always make us foolish will get in few days every time his answer was soon you will get refund but now 9 months gone not received my refund.

Finally MR. Atta Muhammad Rahu leave Bangladesh due to no flight for Dhaka from last 8 months, now he is in Pakistan please contact with that cheater & solve our issue.

Thanks
Shahbaz Aslam
Whatsapp- [protected].

Dear Respected,

I Traveled from Jeddah to Lahore on 31-May-2019. I purchased my ticket from PIA Jeddah sales Office on Date.: 15-05-2019 21:54.

Air Line: Pakistan international Airline (PIA)
Booking Ref. AG9W5T
Ticket Nr. 2142411901832

The particular amount has been paid by the cash SAR.2097. with my special seat no. 21A (Extra money).

They convinced me that my seat has been booked by seat Nr. 21A and PIA will give you same seat as per reservation.

Unfortunately, I didn't get this Reservation seat, according to the Airline Staff, there is no mention of SEAT No. 21A on your boarding card, therefore they are unable to provide me with required booking seat.

In the meantime, PIA Staff advise me that complain to PIA head office for refund charges, Hence I hereby request (PIA) pls after verification remit my amount.

Best regards,
Tasawar Ahmad
Jeddah - Saudi Arabia
Mobile: +[protected]
Booking Ref. AG9W5T / Ticket Nr. 2142411901832

Sir I have booked my ticket before 1 and half month, so today was my flight, 30.04.2019, at 10 am from riyadh, when I gone to the airport so the airport people checked my ticket so they told me that your flight has been cancled before 1 month and they havenot call me about cancellation, so please dismiss this head people, after that I will never travel in pia, I swear.

Saif Siddiqui

6:26 PM (7 minutes ago)

to care, hafizahsaan1973, info, hamza, Mohammad

Mr. Mohammad Yousuf.,

That's not my fault I don't need to so see the excuses of CAA or PIA for the flight delay

for Luggage / Bags (PIA informed and allowed me boxes/luggage of 28kgs each)

Then why should I leave this incident behind why should I leave it although its Pakistani cost around 25, 380Rs. When PIA allowed me 28 kgs throughout to my destination till Winnipeg than why your were informing me that in Canada 23kgs only and by the way for your kind information my 6 luggage bags of 28kgs each reached in Winnipeg via Air Canada on 14th April, 2019 so don't tell me this weight policy. ( I told you earlier in my email that Muqaddam has to check & confirm me this weightage policy of WestJet or he has to book my tickets with Air Canada if 28 is not allowed with WestJet its totally the fault of Muqaddam and PIA)

I want my amount back that's it.

I know my whole drastic day how your Canada team deal out with me kept waiting for 4 hours more at the Airport country manager of PIA don't know the status of bags whether they are in Toronto or in Winnipeg he just in a hurry to get back his home if you guys are loyal you have to contact or confirm with me that should I reach easily to my destination or not but there is no such thing happened.

Its a matter of realization your staff ruined my whole day.

As a national carrier you guys have to support the Pakistani nationals and you should compensate Pakistanis on priority.

please concerned this with your senior otherwise I thing I should take some serious steps.

Regards

Saif Siddiqui
+[protected]

TK No. [protected]
Saif Ullah Siddiqui
saifi.[protected]@gmail.com

Dear Mr. Saif Ullah,
On behalf of Pakistan International Airlines, we tender a sincere apology for the unpleasant experience faced by you and your family at Toronto and thank you for being our loyal guests.
Rest assured that the matter was investigated and according to the concerned office, your flight PK 783/14 Apr 2019 delay departed by 34 minutes due to CAA air-condition trip.
Due late arrival and oversold domestic flights, you were booked on first available flight next day and provided hotel accommodation. Baggage restriction for all interior parts of Canada is at 23 Kgs not 28 hence you were asked to pay for the overweight. As they were boxes, you might have been charged oversize fee as they had to be sent down a different belt.
However, congratulations on your Immigration and hope and pray for your success.
Nevertheless, we hope you being our loyal passenger will leave this incident behind and would continue to patronize your National Carrier as we continue to improve our services.
Sincerely,

Muhammad Yousuf
A/Assistant Manager Customer Relations
This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not an intended recipient, as indicated above, please notify us immediately and delete it from your system . Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company.Please consider the environment before printing this email.

Customer Relations Officer

Mon, Apr 22, 7:23 AM (2 days ago)

to me

Dear Sir

This refers to your complaint of PK-783 dated 14th Apr, 2019 and we regret the inconvenience caused.
The matter is under investigation with the concerned department and we shall further communicate with you as soon as we receive their feedback.

Thank you for your patronage.

Kind regards

Customer Relations Team

-----khidwpk/KHI/Pakistan/PIAC wrote: -----

To: cro@piac.aero
From: khidwpk/KHI/Pakistan/PIAC
Date: 04/22/2019 10:56AM
Subject: Fw: PIA CLAIM of 235$

-----Forwarded by khidwpk/KHI/Pakistan/PIAC on 04/22/2019 11:03AM -----

To: care@piac.aero, [protected]@gmail.com, info@piac.aero
From: Saif Siddiqui
Date: 04/21/2019 09:53AM
Cc: support@caapakistan.com.pk
Subject: PIA CLAIM of 235$

Dear Hafiz sb./ and other Concerns,

My name is Saif Ullah Siddiqui and I'm a resident of Pakistan being Pakistani I always promote my Pakistan product all my care off told me not to book your flight with PIA but I'm fool I booked it from PIA.

On 14th April, 2019 I have flight from of PIA (PK 783) Karachi to Toronto then a connecting flight with Air Canada (AC 273) from Toronto to Winnipeg.

We have four person Tickets including my self PIA allow us two luggage bags of 28 kgs each and one hand carry of 7 kg with one passenger.

As per the timings flight has to dept. from Karachi share at 07:35am and reach to Toronto at 12:55pm but it dept.. late around 08:20am and reached to Toronto at 13:45pm.

This one hour delay gave me Psychological and Physical Stress to myself and my family as I reached to Canada for the very first time as an immigrant.

After all my necessary immigration process around 15:43pm I reached to AIR CANADA check-in counter to catch my flight AC273 but at that moment Air Canada staff didn't allow me to catch it as all the check-in is closed before 15mins earlier. as the flight is dept. on 15:55pm

I put my 6 six luggage on the belt of custom which is going in that flight at that moment I came in trouble a lot of tension that what happened with me I have to two small kids how can I go back and stay at the Airport along with my two kids.

I hurriedly came back to PIA office at Terminal-III and I contact their Mr. Muqaddam who is the country manager after 3 hours of wait he took me to the WestJet counter which is showing flight of 26th April, 2019 but he told me that we booked it in advance but you will fly today at 20:22pm when we both go to the check-in counter their system didn't show any of the seat available.

Then he check flights for tomorrow after some time he gave us the boarding passes of tomorrow Winnipeg flight which first go to Ottawa then it will come to Winnipeg WESTJET FLT/VOL 3464.

I asked him that what about my 6 luggage's whether they are here or at Winnipeg he told me that your bags are here you come tomorrow early and told the WESTJET staff they will directly collect from AIRCANADA and they will put it in their own flight.

Alas! then he hurriedly go back to his office and come up with a Hotel stay receipt.

We rush back to hotel then on the very next day 15th April, 2019 I came back to the Airport then I contact with WEST JET staff and they clearly told me that we could not do anything is this regard you yourself directly collect those bags from Air Canada and gave to us... I rush back to Terminal - I and contact to the Air Canada staff luggage department and they told me that you bags are in Winnipeg not here I again come to Terminal - III to get my check in with WestJet.

When I come to the counter they weight my 2 boxes which is 28kgs I told them that this is PIA arrangement flight as PIA allowed me that much kgs she don't listen anything told me that we have a policy of 23kg per luggage / box you have to pay 226$ right now other wise you will left those...at that moment I came to PIA office and I found it closed no buddy is their.

On this circumstances I offer them to took this payment in cash and they refused they told me to get a credit card of 226$ otherwise we have no option then I go to the vanilla visa credit card counter they charge me 9$ for their fees. in total I pay 235$

After this WESTJET shared me a receipt of it which is PSGR TICKET [protected]

This is such a drastic situation for me if Muqaddam know about the WESTJET policy then why he didn't do all this arrangement for me being a county manager of PIA he also don't know about my 6-bags why I has to personally request the WESTJET staff for all this job.

if Westjet habe only a policy of 23kg then why he make my tickets of WestJet why not AirCanada.

In all this scenario myself and my family suffered a lot we sit at the Airport we rush back to Terminal I to III then III to I that you can not compensate it.

Here I claim of my 236$ amount which has to be made by PIA not me.

I already lost one day to reach in Winnipeg.

I hope I got my amount back along with the compensation which I beared in those two days as early as possible.

Regards
Saif Ullah Siddiqui
Contact # +[protected]
Account # [protected]

Dear sir

I had booked a ticket in PIA in name of Mr Fida Muhammad ( Booking Ref:28JMKF) on 11-04-2019 from Dubai to Islamabad. The ticket was booked by using company credit card as we use company card for travels.

He was not allowed to check in saying that he doesnt have the original Credit card used for booking since it was at midnight, we has asked the employee there is it ok if i provide a copy of card though mail or whats app but they insisted on the original one with emirates id of the card holder and i had to travel to airport in midnight via taxi to present the card at the counter which they never checked saying they just needed the number of card.

Regarding the same i talked to PIA staff there for wasting my time unnecessary he was not even bothered about hearing me out and was just ignoring my concern.

I would like you to look in this matter which could have been sorted out via a email or what app and they had made me travel in the midnight via taxi without any need for the same which caused me unnecessary loss of time and money.

I have booked my ticket from dubai to lahore via karachi deted but now I just want to share my bad experience actually pathatic experience
1st of all I have suffered in dubai air port they informed me I will be landed in karachi then islamabad but I have to go to lahore so they told me shuttle service will be there in islamabad airport which (Travel date 3rd march )
Help me to go lahore I agreed
But sadly when I reached in karachi they informwd there is no luggage for me as its there in islamabad they have launched my PIR and informed me to go islamabad
I moved to islababad after waiting for 2 hours they informed me there is no luggage foe me and no shuttle bus for me
There behavoiur are worst
I arrange private taxi and came lahore my total journey was 22 hour from dubai to lahore I had suffered a lot
After reaching my hame I started follow up for my luggage as no information I called so many times in given number but they are saying we don't know yet
My husband confirmed from dubai airport they asked its now loaded in flight I can go lahore airport
I visited 3 times in lafore air port after wait of 5 hour 1 pia officer told me come tomorrow I got my bag 4th day in pathatic conditopn
Please launch my compalint I have big issue with pia staff behaviour they are not having and customer care attitute I am attaching my ticket please refer it
I am seeking a claim please proceed.
I complaint already in website but sadly no response
I tried calling helpline 80009140002 its not working
Regards,
Ghulam Fatima
[protected]

FATIMA/GHULAM MS 07/11/1988
PASSENGER PASSPORT NO : BL8458102
BOOKING REF. : VQRLDT
TICKET NUMBER : 214 [protected]
ISSUED BY :
PK LHE QN ISO: PK 19FEB2019 [protected] TRAVEL CHANNEL
INTERNATIONAL ( / C

I have inquired from PIA customer care for non availability of business class seats well before travel date in July 2019 and August 2019.
Even I inquired about to be informed for the class update procedure but having waited for at least 2 weeks, I have not even been acknowledged and or responded.
I have already purchased tickets and now intend to upgrade class accordingly.
An early response shall be highly appreciated.

Regards,
Farooq A Bhatti
Khobar KSA

My wife and my 2 babies travelled to Pakistan this week, after 2/3 years. This time round, i was optimistic and thought i would send them on our national carrier and try and be supportive of the changes that you are attempting to make, how wrong was i. To begin with, the rudeness of the staff was shocking, even for PIA's standards. My little girl was shouted at by a air hostess which made her very upset. The hostess pointed her finger in her face which was very distressing for my wife to see (as you can imagine). A bassinet was then requested by my wife and when it arrived, the stench inside this bassinet was unbearable. I have a picture which i will try and post and when my wife showed me this, i was actually angry and disgusted. Why would people be treated in this manner? I also have a video which was made whilst passengers were boarding from LHR and judging by the state of the kitchen, i would not be suprised if the kitchen was rat infested. In a nutshell, i put my family through a journey of hell on PIA and ill be damned if i put them through thay again. My wife also had hand luggage and as she had bulk head seats, she was told to keep the hand luggage on the floor. Disgusting and very unsafe. I think PIA is now at an all time low. This is the first time that i am writing a complaint as no matter how bad the service on any other airline or any other general product or service i have purchased, i have not complained but this has just compelled me to.

I appreciate that you are making attempts to turn Pakistan into a better place however, this is no way to treat people, especially foreigners who are bringing their hard earned money to spend in Pakistan. I as a British Pakistani tolerate this (even though i should not) as i am acustomed to this kind of treatment when travelling to Pakistan as i go often however, i will not put my family through this ordeal again. First impressions are always the last. This matter seriously needs to be looked at and action has to be taken as there is not much time left till BA resume flights which will really put them out of business. I hope my message gets through to you so you can take the necessary actions that need to be taken.

Adnan Syed

The food was awful . It was so bad my hole family got food poisoned. My youngest daughter got unwell on the plane. My daughter vomited on the plane. The worst thing was that the staff were extremely rude. Instead of helping to clean up the mess they told my wife to clean up the mess . This all happened when me and my family were coming back from Pakistan, Lahore to England, Manchester on flight PK709 dated 2/01/19. Please reply us on how many passengers suffered food poisoning in this flight and average yearly fly with PIA

Dear Sir / Madam,

I am writing to you to raise an issue about: Flights - departure UK

The issue that I have experienced was:
I travelled from Manchester to Pakistan with my wife and two of my children. My daughter has Celiac disease and before flying we rung and requestd gluten free meal for her. We were very disappointed to know that it was not logged on the system and no special meal was requested either. My wife went through knee surgery and my son also went through leg surger and we requested seats at front and have been told to send all information in writing via email which we did before flying. Nothing has been been done despite prior notification to PIA headoffice through telephone and an email. There are number of things which I would like to raise due to very unpleasant journey on PIA. These are:

1) We flew back from Pakistan International Airport on 29 August 2018 at 10:00. My daughter has a special dietry needs (Celiac Disease) and before flying we rung PIA office and reserved special meal for her. On the day in plane, the staff told us that there was no speal meal ordered and did not provide us any meal for my daughter throuout the journey.

2) The seating were not in good condition and footrest for my seat was broken and I had to rest my feet on the floor throuought the journey which resulted having swelling on my feet.

3) The seats were not cleaned and had stain marks and no blankets were given even upon request.

4) There were no entertainment facilities and the TV screens were not working at all.

It occurred on: 29/08/2018

I request PIA to offer a refund for inconvenience.

I attach ticket information with ticket numbers and seat numbers.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via my email on [protected]@hotmail.co.uk

Yours faithfully,

Nisar Choudhary

Booking reference and/or flight number PK-701

99 Ravensthorpe Road
Dewsbury West Yorkshire
wf12 9eg

I would like to inform you that i along with my family decided almost after 5 years to fly from Riyadh to Islamabad on PIA. Unfortunately, again we received a very pathetic service.
On 13 December we flown from Riyadh to Islamabad on PK-756 PIA which arrived at 6:30 pm.
After waiting for our luggage which was comprised of 7 bags for almost 2 hours at the belt, we came to know that luggage didnt come at all for many of the passengers including us.
Believe me that we were having a single winter cloth of my kids and from airport around 9 pm we rushed to the market to have sweaters and warm socks & warm caps for my 3 kids aged not more than 3-6 years as we were having one bag among those bags which we thought before travelling that after collecting our luggage at airport we gonna open that one and cover our kids with warm clothes.

On the other side, believe me that at airport the PIA staff was treating us like this our mistake to travel on PIA. Their attitude was patethic and they simply end up the summary saying that contact us on Monday 17-Dec-2018 as even sunday is not a working day for us.

I would like to ask a question that ;

1. Is our airline PIA treat passengers like animals ?
2. We gonna tell me that how my kids will survive in this temperature without having any clothes ?
3. Who gave them this right to act like this to throw our baggages at those aiports with out any ownership ?

Please, i humbly request you to take atleast some action to let people and our these institutions to know how to deliver jobs & what is called customer service ?

I am suffering since that day of 13-Dec-18 and this travel has given me & my family lesson to not to ever trust on pakistani institutions.

Hi good afternoon..
Sir /Madam hope you will be fine ..I want to bring a situation into your notice that we are facing in entebbe Uganda after travelling through PIA Kenyan airline ..
I Capt Farhan Farooq alongwith my 3 other colleagues are UN staff and presently working Congo in MONUSCO..We started our journey from Islamabad/ Pakistan using PIA flight no PK 233 on 3 Dec till Dubai and then shifted to Kenyan airline flight no KQ 305 for Nairobi via ticket no [protected] and KQ 578 for entebbe via ticket no169286812372604 ..on reaching entebbe we found our luggage missing and was not transported from Dubai moreover one of our colleagues booked his luggage at Nairobi airport even that was not transported.. We had a flight today for Congo and just because of this reason we cancelled that ..now we are staying in entebbe Uganda missing from our official duty and staying at own expense facing alot of difficulties..it is therefore requested to tell us about whereabouts of our luggage and charges that we are paying here in staying at Uganda ..moreover the same issue will be communicated to your airline on UN channel as well ..Thanks..
WhatsApp no [protected]
[protected]@yahoo.com

Hi There,
I have travel on 30th November 2018 from Lahore to Toronto and Winnipeg, on flight number PK 797.
on the boarding time I have 01 extra baggage and PIA counter they ask me to pay for it and I paid 15000 Rupees all the way down to Winnipeg and I noticed they give me only customer copy and that was connecting flight for west jet flight 529.
I have connecting flight booked through Air Canada Toronto to Winnipeg and they ask me to I have to pay 225 Canadian Dollar because PIA Lahore they give me wrong receipt and I have no choice and I paid that too much frustration for me I couldn't get any help.
this is my request please reimbursed me the amount which I paid in Toronto I have all receipts with me for proof if you require please let me know.
my paid passenger receipt number is [protected] (for reference)
Ticket number is [protected].

My seat was cancelled without informing me. I was on a return flight from Karachi to Islamabad, I was told at the desk no seat. Was sent to reservation office they confirmed my seat has been given away. Please mind that I was the first passenger to check in. My flight time was 7, I came earlier at 4:40. The guy in office was kind enough to put me on waiting list but there were 5 more people ahead of me on the list, though they never showed up for checking in.
Very strange; what a service by PIA.
I'm only visiting here and on my return flight, so where would I stay and for how long will I be stuck at the airport or in Karachi.
Thanks
Arshad booking Ref; S41YUK flight 1852 for 7pm to Islamabad

Hi
I booked flight tickets for My wife and child ( 5 month infant ) travelling from copenhagen ( CPH ) to Islamabad on 17th of November 2018 ( PNR: RKJ5ML). Since it was an e ticket. Soon after flight reservation through PIA's website. An email was sent from PIA to me that flight will depart at 17:55. Technically boarding stops approx 1 hour before. Due to some of my personal problem, luggage was suppose to come to us at 16:30 at the airport. We reached in front of the boarding counter 15:20. We had enough time to meet the timeline for boarding.
We started to wait for our luggage there. Then all of a sudden we encounter a rude PIA officer yelling why are you late and so on. He didn't bother about the timings written in the ticket. Reason was obvious. Flight timings sent to me was 17:55. But actually it was 17:00. I was informed that we will not do any help in this matter. Either take the flight or go home. Nothing else they can offer. What a shame. My wife had to board coz it was emergency in my family.

Finally pia officials at copenhagen airport told me that only option i have is to send the baggage through some cargo service and pay them. They have nothing to do with this matter.
My family and i had to travel over 500 KM from sweden to denmark just to take this flight. Is this the way to deal. It was so much stress, like kiosk for us.

And ofcourse the main question.

Is PIA is liable to send my baggage to pakistan?

or it will be same rigid attitude from PIA officials as wel.

Thanks

Shahab
[protected]
shahab.[protected]@gmail.com