Feedback & Suggestion Cell / Complaint against Services
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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:
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S/N
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AREA / MODE OF FLIGHT
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LOCATION / PLACE OF REGISTERS
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1
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International Departure
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a. DFO Counter: Briefing Area
b. DFO Counter: Departure Lounge (East Satellite)
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2
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International Arrival
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c. DFO Counter: Arrival Baggage Claim Area
d. Vigilance Counter: Level-I, Concourse Area (opt. PIA Reservation Main Office)
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3
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Domestic Departure
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e. DFO Counter: Domestic Briefing Area
f. DFO Counter: Departure Lounge (West Satellite)
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4
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Domestic Arrival
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g. Information Counter: Arrival Baggage Claim Area
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5
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Departure Concourse Area
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h. DTM Office: Information Counter Level-II
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Our Valued Passengers / Meeters & Greeters can also raise his/her Feedback & Complaints
to our toll free number 111-222-114
(on 24/7 basis);
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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.
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Guideline for Complainant
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- 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.
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