Feedback & Suggestion Cell / Complaint against Services

Pakistan CAA is very much committed for improving its Airport Services, and it is proven that a good and effective feedback system is an important tool for improvement. For the purpose, a separate and independent section namely Feedback & Suggestion Cell is working, whose Feedback & Suggestion Registers are easily available for our valued Passengers / Meeters & Greeters for their valuable feedback and suggestion and Complaints. The registers can be found from any following nearest places / counter:

S/N	AREA / MODE OF FLIGHT	LOCATION / PLACE OF REGISTERS
1	International Departure	a. DFO Counter: Briefing Area b. DFO Counter: Departure Lounge (East Satellite)
2	International Arrival	c. DFO Counter: Arrival Baggage Claim Area d. Vigilance Counter: Level-I, Concourse Area (opt. PIA Reservation Main Office)
3	Domestic Departure	e. DFO Counter: Domestic Briefing Area f. DFO Counter: Departure Lounge (West Satellite)
4	Domestic Arrival	g. Information Counter: Arrival Baggage Claim Area
5	Departure Concourse Area	h. DTM Office: Information Counter Level-II

Our Valued Passengers / Meeters & Greeters can also raise his/her Feedback & Complaints to our toll free number 111-222-114 (on 24/7 basis);

Feedback, Suggestion and Complaint may be logged about any Service, Facility, installation & fixture, and employees deployed for that area / Facility.

We welcome our valued customers to write us about from Airport Taxi/Cab services to onboard aircraft. We believe that customer suggestion is most effective tool for improvement.

Guideline for Complainant

Please emphasis on recording the genuine complain on the complaint register by yourself with complete descriptions including date, time & area / facility / service for what the complaint is all about.
Complaint may also be briefed to the concern official deployed on the Counter with the Complaint register).
Must mentioned your name / contact information at the end of complaint description, so you can be contacted for feedback and improvement actions taken regarding the complaint.
Each and every written complaint is forwarded immediately to the Airport Manager / Dy. Airport Managers for deliberation/discussion and improvement action that has to be taken by the concern office, if it is feasible/required.