Pakistan International Airlines [PIA]
Reviews and Complaints

I traveled with my wife (AQSA SHOIAB and Son MOUSA SHOIAB) from Madinah to Multan by PIA Saturday 16 Dec 2017 by PK 0716. Flight timings were as departure 12:00 PM and arrival 6:00 PM.
when we reached Multan we were informed that our Luggage (Aab e ZAM ZAM) not received within the flight and it may be handed late when received. our residence is in Yazman about 200 KM away from Multan and travel expenses are about RS.5000 for both sides and 5 hours time consumed. till now 28-12-2017 we not informed by PIA about our luggage.
You are requested please take steps to resolve my problem as only and only this is PIA fault so please make arrangments to deliver my luggage my nearest city BAHAWALPUR or as you think comfortable for me as I not able to pick from Multan.
Mobile no. [protected]
MR. MUHAMMAD SHOIAB AFZAL E-TICKET [protected]
MRS. AQSA SHOIAB E-TICKET [protected]
MOUSA SHOIAB E-TICKET [protected]

My name is Muhammad Usman and I live in Toronto, Canada. I booked and purchased tickets from faremakers.com also known as flytravelchannel as on April 17 2017 and paid on the same date. However, on checking PNR as on July 15 2017 I saw that my tickets have been cancelled. After inquiry from travel agency sales manager Mr. Muhammad Shahid he said that PIA has cancelled your tickets while when I ask PIA they said that the ticket was purchased and cancelled on the same date travel agent not by us.
Mr. Shahid Sales Manager cell number [protected] UAN : [protected], [protected] was saying that you have paid and let me inquire and I will issue your tickets and finally as on July 21, 2017 he said that he fares have gone high and he can’t do anything.
I feel cheated and humiliated by travel agency faremakers. My brother has also filed complaint at their customer service helpline and talked to Customer service manager Mr. Usman contact # [protected] but he was not even picking my calls. I am felling severe stress and headache.

In the end they provide us tickets with 2 additional layovers.The travel agent did indeed provide us with a so called "ticket". Instead of our direct PIA toronto to karachi flight he gave us the ticket Toronto-Brussels-Abu Dhabi-Karachi ticket, despite PIA tickets being available. He forced us to take this ticket and would not refund us our money so we had no option but to fly on this hellish flight with small child. Needless to say our experience was horrible, our trip was full of shortage of halal meat, entertainment system not working and rude staff.
How can you let such a travel agent become authorized to deal with you. Dont you have any respect for your brand image. How can such a travel agent become affliated with you without having his licence revoked. How can PIA stand by and watch clients become ripped off by this travel agency. I have spoken to many clients of this travel agencies who have had a similar experience. They lure clients by providing them with direct PIA flights, cancel the ticket within 5 days and proceed to bully clients by not refunding their money and forcing them to accept [censor] flights that are cheaper than what they are paying for it.
The reason I am contacting you so late, is because the travel agent Mr. Shahid would cancel my ticket again if I complained against him. Yet with my hellish flight over, I can firmly say that his dealership with PIA should be cancelled unless you want more complaints against him. I know they are no rules and regulation in Pakistan concerning this, and you will probably not do anything. But i have made it my personal mission in life to contact every single governing body IATA, travelling associations and anti corruption agencies to ensure that the travel agency Travel Channel International Private Limited also known as Faremakers.com should not operate as an agent for PIA because they are corrupt.

Now PIA started new businesses to steal passengers laggage no one serious about no any management all PIA staff become theif, why they are not giving laggage to passengers, why not taking serious action about laggage problem, i need my laggage back as soon as possible.i lost my laggage when yesterday i was traveling from Jeddah to Karachi my flight was PK 762, At karachi airport no one was writing complaint about it, PIA staff saying to all all passengers that laggage will come on next flight but no one taking responsibility still not i get my laggage back and suffering to visit airport every day searching for my laggage.

On 22July 2017 from peshawar flight no: 283 PIA . Departure time was 12:40Pm. Then delayed to 3:30 then 4:15pm then Departure 5:15 from Pew: we come to Airport 10:30 Am and waiting for check in but there was no [censor]ing responsible staff of PIA to Advise the passengers. There was no place for sitting and no one asked for water and lunch. This is the world worst airline (PIA) . We thought this is one of our national [censor]ing airline. But in future and my life I will never use this [censor]ing pia airline and also I will advise to all of my friends do not use this airline. The staff are also misbehaved with passengers . In Law if ur flight is delay they will informed u before check in time. And also will give place for rest and foods but in pakistan the law is different there's no responsibil person to asked. Shame Shame
You (PIA) staffs should say Sorry to passengers for flight delayed and for other mistakes but u people's never say Sorry bcuz ur from Pakistan.
I have lots of things to say but no need to waste the time.
Contact me: [protected]@gmail.com

I came through PIA 732 from jeddah to karachi on 25th of june 17 and i have miss one carton which was not received at the time therefore i have notify through complaints but still i have no received any call from PIA about arrival of my carton
after several follow-ups now we have received complaint token Ref# [protected]
One month lapse but still no current status i have provided despite of several reminders therefore today iam going to submit reimbursement form today
lets see what service they provide.

Regards,
Muhammad Kamran
00966-[protected] KSA
Email# pharmacist.[protected]@hotmail.com

Aoa, Thankyou for your quick response regarding upgrading my Frequent miles and I received the card as well.This is regarding the frequent flyer card of my children. I sent you a request an email and by calling to add my email address as Mr. Shahmeer Adil Mehmood [protected] and Izza Adil Mehmood are not using their mailbox frequently. I have already sent the required documents as per requested by yr staff.Please update what is the procedure to upgrade thr miles and how much time is required to shift thr accounts in minei.e as a mother I can follow up. Thanking you in advance
Please change it to [protected]@gmail.com
P.N:Inform about the required documents for further process

Back in 2013 someone on this forum made a complaint, there were issues with processing a credit card through the website and the "session timing out".

In 2017 the same issue exists, everytime i fill out everything of the booking process and try to process my visa card, the webiste gives a message "session timed out", even though I tried ten times, each time much faster than the last. Sadly, after calling PIA customer support, I realize they dont have a process to make the booking and process payment over the phone (UNBELIEVABLE!). They cannot help over the phone and referred me to either visit their office and pay higher prices as compared the website or "try again on the website" (LOL...thank you for the suggestion to trying again)

I urge PIA to PLEASE look through other international airline websites and figure out how easy they are to navigate and process the booking. Because of issues like this all over the country, our reputation as a nation gets affected. Especially because people know that Nothing gets changed in Pakistan. Even as I write this, I have a feeling someone will read this and do ABSOLUTELY NOTHING about it. We are all paying premium prices for a low quality service with PIA. But unfortnately, sometimes we dont have a choice, since PIA is the only airline that offers nonstop flights to various destintation. And it clearly seems as though PIA is very well aware of this sad fact and easily avoids making efforts to increase quality (becuase that would require actually spending some money)

Below are the two emails one the very first and last is the latest communication I received from pia.

We used them for approx 30years if they treating us like that than you stand no chance.

I beg everyone of you dont use them!

Date: tue, 26 apr 2016 20:15:12 +0500
To: [protected]@hotmail.com
Subject: re: fwd: change of booking dates wrongly by pia reservation u/ pnr no. Aambju
Cc: [protected]@piac. Aero; coordinator. [protected]@piac. Aero; [protected]@piac. Aero; bernd. [protected]@piac. Aero; director. [protected]@piac. Aero; director. [protected]@piac. Aero
From: athar. [protected]@piac. Aero

Dear mr hussain,
Being a national carriers, its really painful that, one of our valued customer faced such unwanted/unpleasant customer support. On behalf of pia I apologize and requesting for only one more working day so that I would be able to respond you with concrete resolution towards the issue.

Warm regards,

Athar hussain

Dy. General manager - customer relations
Pakistan international airlines
[protected], [protected]

From: [protected]@hotmail.com
To: [protected]@piac. Aero
Subject: re: change of dates
Date: wed, 6 jan 2016 13:29:10 +0000

Hello customer service,

Thanks for your help in changing the dates for father holding pnr no: aambju syed rizwan rizvi.

Today I would like to raise a dispute with that samepnr, my initial request was to change my fathers ticket which you guys did but unfortunately someone made a mistake and changed my mothers departure date also to 4th oct, which was never requested and mentioned in the email below.

We were under the impression that everything is fine as we also received a call from yourself about the change of timing from 7pm to 5pm but unfortunately my mother was refused to board on the very last minute at the counter so I had to pay £212 as a surcharge for no show.

I would like you to rectify this mistake asap please and reimburse the money back into my bank account, my family got the history of flying with pia but we never had bad experience before with yourself so I will give this a benefit of doubt and hope will be resolved.

Advance thanks for your help.

Syed hussain
[protected]

I had reserved seats for my grand children vide pnr azstar from gilgit to islamabad for 22 august on 11 august, but due change in school opening schedule I had to cancel the reservation on next day I requested for refund since my grand children had already traveled by road to islamabad. I was informed by pia gilgit reservation staff that their reservation system is out of order and it will take a week to resolve the problem. After a week when I again approached pia reservation office, I was shocked to know that pia has fixed 50% jaga tax on each passengers ticket though they may have canceled their reservation a week before. What a nation

PIA, i had a very bad and nastic experience of you last night... Deeply disappointed by your service and attitude towards problem resolution. I really dont feel this is an National airline for Pakistan. My PNR No:AGVPYR Flight No: PK 307. (Lahore to Karachi). I came for lums training for four days in group. I was standing at the counter, your counter person took girl infront of me for late boarding but refused to take me and closed the counter. Is this wat u call service and u take care of your female passengers in this manner. You accomodate her but not me. And there was a seat vacant in the flight. And the flight was already late. If i was from a political background u would have considered my request. Ashamed of you and ur services. Please shut ur operations if you can not handle ur customers.

I booked a ticket online with reservation code SXNTRS . I went to PIA office on Al Makhtoom road and asked for the ticket. The counter clerk told me that the ticket purchase time has expired. I had no choice but to ask him to make a new ticket. On the same reservation code, he issued the same ticket but overcharged me. can someone take an action on them

Dear Sir,
My name is Muhammad Altaf Awan and I am Frequent Flyer of PIA. MY FF # [protected].
I have travelled from Dubai to Karachi via PK208 dated 23-Dec-2014. The next connection was 24-Dec-2014 @ 7.00pm from Karachi to Rahim Yar khan via PK582 which was cancelled after boarding and long argument with PIA staff (Movie is recorded for proof). The flight was cancelled with no next booking, after this behaviour from PIA no other way, I decided to travel by Road and I pay to taxi (Airport white cab taxi) 19, 000 for Rahim yar khan.which took around 12 hours and I was too much exhausted due to long journey by road The ASAP early arrival was very important for me. NO proper compensation or alternate provided by PIA Air line. only PKR, 2500 was given to me for this sector.
While returning from Pakistan (Rahim yar khan air port to Abu Dhabi Airport) flight was cancelled with no by air alternate.
I again came from Rahim yar khan to Karachi (650KM) by road which took around 12 hours and I was too much exhausted due to long journey by road.
The next flight PK 237 from Karachi to Abu Dhabi was also delay by 2.15 hours but no proper information.
Kindly compensate me financially, compensation of mentally disturbance and time cost against the wastage of my time.

Pakistan International Airline flight number PK-368 KHI-#ISB on 03 Oct 2014 was closed and I was not allowed to board on plane I was at the airport 40 min earlier of depart. On asking to the FAT front desk lady I was told that flight is all full where as I was holding my boarding pass. When investigated some bloody MNA was given our seats.. on my complaint no action was taken and i had to pay extra 14, 000 PKR for flight at04:00 same day... PIA always sell their sole... long live Pakistan ... All PIA employees GoToHell

Dear Sir/Madam. All of my family settled here in the UK and my parents travelled from Islamabad to Heathrow via flight PK785 on 29-03-14 which landed 13:45 at Heathrow Terminal 3. My old mother is heart patient and also needs wheel chair because she is unable to walk, but she couldn't come out till 17:00 hrs due to non availability of enough wheel chairs and no body helped them to get out from there. she was stressed and had high blood pressure after having stressful wait after long flight. This is really a shame for such a International Airline's service who can't provide wheel chairs to their customers and leave them unattended for many hours, So I would say 'Great people travel with Great Airline but with third class service'. In this case obviously next time we'll think about more than once about Airline before we book our tickets.
it is therefore requested to the authorities, please take action against the responsible people and try to provide nice service to every one to make this Airline the best at all.

Thanks & regards,

Nasir Mehmood
[protected]@yahoo.com
[protected]

Dear customer service
First of all I am glad to see that PIA has finally made their website to purchase the tickets online. I tried experiencing to buy the ticket from website and I found lots of problems with it . First of all your website ask for too much information about passenger which is not necessary to purchase tickets. All these questions are the questions for immigration to ask you at the airport. Even by the time you fill all the information for one family of four, the session gets expire and you have to start all over again which is very frustrating . You almost want to punch the hell out of computer. So I tried putting information as quickly as possible to get to the next page and after I put my credit card info, I got the message that credit card holder must be one of the passenger. Now tell me what kind of sense that makes?. I was trying to buy tickets for my wife and my kids using my credit card . How I suppose to buy tickets for them. Usually household have the credit cards, not a house wife or kids. I can understand your concerns about credit cards frauds but you guys can make a rule to show the credit card at the time of check in at the airport, and I will be happy to show them my credit card at the airport. I was very disappointed after I spend two hours to buy the tickets and I could not buy them because of some stupid rules you guys have created. I would like to suggest you guys that please pick any airline of the world and go to their website and see how easy this process is to buy the tickets online. They are not even close to PIA website. I hope you guys improve your website and try to make it user friendly so people have convenience to buy the ticket online and cut all the fraud travel agents who book all the seats with fake names and tells you that airplane is full and actually it’s not. Even the PIA office at Kuwait city are corrupt. I call them to buy tickets and they gave me the highest price even though it was much cheaper to get it online. When one of my friend call them about the same tickets they gave him cheaper price than me. Just because my friend buy tickets from them more often and gets the good price. I really hope you forward my complaint to the right departments and I get feedback on the resolutions. Thanks

Best wisher for Pakistan Airline

To :

. Managing Director PIA ( Head Office Karachi)

From : Amir Hanif
.

Subject : Staff misconduct at boarding

Dear

On 23rd December I was traveling from Lahore to Dammam along with my family and our flight ( PK 247 ) was on time 8.55 pm . I came on counter and put forward my luggage against my 6 tickets and get tagged and then proceed for final exit and check in to lounge. After exit stamped on our passports during final checking of hand carry, staff put objection on my tense cricket bolls and they said these bolls cannot go inside, I said fine no problem I agreed to remove these bolls from my bag but they said you just go back and submit you luggage to the counter and get tagged, I proceed to the counter again and requested that, since security staff is not allowing me to get these bolls in to the Air Craft please submit my bag and give me tag, the guy sitting on the chair said I have no problem to have your luggage but you need to ask from our officer Mr Younas sab, I proceed to Mr Younas and requested him, kindly submit my bag, but Mr . Younas was not in a good mood he not only refused he start misbehaving that why you request to re submit the Bag, I said since security is objecting so I came to you for having my luggage in, he said you just throw your bag here but I will not collect your luggage! After his refusing I went to the security staff and said please take out my bolls and let me go. I just said this and found every 2nd person having shaper bag in his hand and wana take my bolls, any how I have given my bolls to them and again go through the security check of my bag. And this time they again object on plastic kit they say this too can not go so re submit your bag or give us this kit, and I again go to the boarding officer Mr . younas I said they have already taken my bolls and now after my plastic kit please help me and collect my bag but this time Mr younas behave was again too bad, and said I will never collect your bag and then he start using a very nasty language which is not good to share here, Any how I dropped my bag on Air Port surface and proceeded to the Lounge! we don’t know that people who are working here in overseas why are facing these types of problems on our Air ports we always fly to Pakistan with beautiful dreams and come back with the wound given by Mr Younas types factors, If Mr Younas can not work or they don’t know how to talk with passengers or they just don’t want do their work .. why they have been appointed on such critical positions where they have to deal with lots of passengers, I have my right to book the luggage but Mr Younas refused. I have my right to deal in well manners but Mr younis used a very rough language to me, so where should I go ? Should we never come to Pakistan to save from Mr younas ? Is this our sin that we are working abroad for our families and sending revenue to Pakistan ? and at the end what we get a nasty language from Mr Younas and our own purchased things we can not book against our bought PIA tickets . if you really consider my request a value please fix Mr younas type of factors from all our Air Ports for more comforts to overseas.

Thanks & Best Regards.

Amir Hanif / M. Mukhtar Rauf –OPF-R-563/87

Po box NO 1980

DAMMAM 31441 SAUDI ARABIA.

PIA employees were given 20 units eqv of 20, 000 shares.according to their length of service, with an understanding that it will be encashed as soon employees get retired from corporation services. One thousand employees has been retired so far and non of them has received cash as per market rate. This PPP govt awarded these shares to PIA employee and other companies employees. It was more an advertisement of BB than a share. What kind of SECP you are looking after.Dont you think its a total FRAUD..Do something before we write to Chief Justice for somo moto action against SECP and PIA management.

TO
the manager Pakistan International Airlines,
With due respect, it z stated that PIA is a ###.i was coming back from hajj and my flyt was connected there was stay in KARACHI. i was waiting for my boarding but they didn't they closed the flyt in front of my Eyes before time u can check cameras when i entered into the lounch.all this was done by Mr.Arz bhutto .i paid extra 2100 saudi rial from JADDAH 4 my comfort and PIA did this to me and my family.i want tht PIA should take n action about Mr. Arz bhutto.you people know he is SOB...my fly no was 554 at 3:30 pm from Karachi to Multan .i hope you people will take a strict action about this employ please terminate this person.
THANKYOU'
Your's sincerely Dr.Ayesha Irfan Qazi.
[protected]@hotmail.com

To: the general manager
Pakistani international airlines (Pia)

Dubai international airport

Dubai, united arab emirataes

6th march 2012

Subject: complaint of misbehavior and manhandling
With the customer / passenger from dubai
Airport of very serious nature

Respected sir,

I have the honour to most respectfully state that I had logged a logical complaint against mr. Musawar iqbal nomi flight supervisor pakistan international airlines (Pia) dubai on 30th january 2012. The complaint in question not only factual but involve very considerable financial loss in the shape of material, mental torture etc in person without any fault on my part. Pia is our state enterprise and nobody thinks of rude or compulsive behavior with the customers. This sort of behavior of mr. Nomi with me is entirely uncalled for and is also undesirable from commercial point of view. I sincerely hope the complaint in question would be sorted out / investigated through a competent and honest officer and remedial measures taken so that repetition of such ugly situation does not happen. The losses may be made good with suitable compensation and in case satisfactory and firm steps on my complaint are not taken I reserved the right to place this matter in the honourable court of dubai, where this mishap took place.

2. However since this issue is between a pakistani and the management of pia dubai I hope that my grievance would be suitably settled before it goes to any other forum.

3. Apart from the complaint dated 30th january 2012 it is worth submission that on 29th february 2012 I had purchased travelling ticket from shaheen air dubai to come to pakistan worth aed 1153. The dubai office of shaheen air and pia are located adjacently and m/s haji faiz sales officer cell no. +[protected] and mr. Ikhlaq hussain kazmi operational manager cell no. +[protected] intervened and desired that I should travel through pia. Both of the gentlemen assured me of sending my tv-42"lcd and on their exact assurance I purchased ticket from pia dubai. Again mr. Nomi illegally interfered and disagreed with the assurance of both these senior officials and refused to carry my tv-42" lcd which is otherwise admissible to be carried on the pia flight. This refusal again sustained me financial loss to the tune of aed 4500. The reason is this that the tv in question was to be presented by me at the marriage ceremony of my real daughter in pakistan. Alternatively I had to purchase another tv from pakistan for which the receipt is attached.

4.in conclusion it is crystal clear that on account of the repeated refusal and contradictory stand for not dispatching my tv of 42 inch size and I being a case of cardiac disease and also on account of untimely death of my mother those days the ugly situation created by mr. Nomi and financial loss I had to faced purely for aggressive attitude of mr. Nomi for which my loss may be made good with suitable compensation and necessary administrative action taken against the person responsible for this matter.

Thanking you.

Kind regards

Yours faithfully,

Syed mujahid hussain shah

Street no.60, villa no.10
Rashdiya dubai, united arab emirates

Cell no: +[protected]
Email: [protected]@yahoo.com

Complainer:

Mr. Syed mujahid hussain shah,
Villa no. 10, 60th street,
Rashidiya, dubai,
United arab emirates

To :

The manager,
Customer service department,
Pakistan international airlines (Pia) ,
Dubai international airport,
United arab emirates

February 25th, 2012

Subject:

Letter of complaint against staff's misbehaviour / harassment & valuable items falsely and forcibly confisticated

Dear sir,

I am syed mujahid hussain shah from pakistan; a regular passenger of pakistan international airlines (Pia) with great disappointment in writing to complaint to the concerned departments in regards of my confisticated valuable items during my flight journey on board the country notable airline pia flight pk 212 from dubai to islamabad on 30th january 2012 @ 1650 hrs. Soon after i checked in my baggages at terminal 1 of dubai international airport at around 1500 hrs on the same day, a supervisor known as mr. Musawer iqbal nomi of pia dubai airport office refrained me from proceeding to the boarding gate until i paid a fine (Which is to be calculated later on) for the oversize of one of the items that i was carrying. Without hesitation, he constantly demanded me an under table money if i wish to proceed for my boarding. I begged and pleaded to him to let me board the flight as my late mother was in critical condition and bedridden dued to heart failure at that time. Instead of listening to me, without a sense of mercy mr. Nomi ignored and refused my plead.

The confisticated items are listed as follows:

1. Panasonic 42" plasma tv - length 45", idth 29", thickness 11" worth aed 1600

2. Dell inspiron red colour 15. 6" laptop with bag worth aed 1900

3. White colour blackberry 8520 model rcg41gw worth aed 700

4. Medicines for heart disease which i very much needed to stay alive as i am a heart patient since 2007 - the medicines are plavix (Clopidogrel bisulfate) , concur and aspirin which have total worth of aed 500.

Therefore my total claim for this confisticated valuable belonging items is aed 5000 in the case of the failure of pia officials to return my belongings before my next flight to pakistan which is on 29th february 2012.

This is also a gentle effort to bring to your notice one of the most unexpected returns of hospitality. You are counted as one of the best and luxurious airline services in pakistan, claiming yourself to choose your staffs personally so that they can take care of your passengers as own guests. Being one of the regular economy class flyers of pia, it was beyond my anticipation to receive such misbehavior from your airport staff in dubai international airport. An argument developed with one of the supervisors of pia dubai airport office known as mr. Musawer iqbal nomi as he rudely refrained me from boarding my flight scheduled. The response i received from him was too rude and unprofessional than anything, which i did not expect at all.

For your kind information, i have lodged a report to the dubai police and to the concern airliner senior officer in charged at dubai international airport in regards of both of the matters and they have promised to return to me my confisticated valuable items and to take actions against the supervisor mr. Musawer iqbal nomi at the soonest possible but yet still i did not receive neither any good response / explanation nor any apology from them till today.

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. Musawer iqbal nomi’s behaviour and believe that i have been harassed. I am aware that lodging a complaint against mr. Nomi 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,
Syed mujahid hussain shah
[protected]@yahoo.com