Air travellers in Pakistan can now register complaints with the Civil Aviation Authority (CAA) using a 24/7 phone service at seven airports of the country.
The complaints can be registered via telephone number 111-222-114, which will be made toll-free in coming months as the network of the service expands.
The launch of the service comes in the wake of a case being heard by the Supreme Court about problems faced by overseas Pakistanis at airports.
“We are slowly expanding the scope of this service. People can record complaints against flight delays, boarding issues, facilities at airports, behaviour of customs officials and whatever causes them problem,” a senior CAA official said.
Right now the service has been launched at Karachi, Lahore, Islamabad, Peshawar, Quetta, Faisalabad and Multan airports. “One officer has been posted at all these stations. This shows how serious we are,” he said.
CAA will ensure that problems are addressed on an immediate basis and people can check the status of their complaints any time they want.
Flight delays have become a problem at the airports in recent years. Airlines often keep passengers waiting for hours without food or drinking water. CAA has decided to look into such complaints on a priority basis.
An SMS service will shortly be launched as well to allow people to check status of flights via their cellular service providers.
Published in The Express Tribune, September 15th, 2013.