F.P. Report
KARACHI: 44th E-Kacheri, hosted by DG CAA and his team, received a total of 67 comments/queries covering a wide range of topics that included corroded trolleys, expansion of Allama Iqbal International (AIIAP) Airport, alleged extortion and bribery at airports, HR-related issues, and UAE weather-induced flight cancellations among others.
The DG urged participants to provide specific details such as date, time, airport concerned, location, or any additional information to facilitate quicker issue resolution. Regarding Lahore’s AIIAP, the DG informed that although measures have been taken to meet the growing number of passengers at Lahore’s AIIAP, the fact is Lahore airport has reached its design capacity. The terminal building/infrastructure expansion work will recommence soon to alleviate issues like passenger congestion during peak hours, he added.
Regarding the housekeeping issue the DG mentioned that the housekeeping service is outsourced to a reputable international company to ensure improved results. The service is under close monitoring, and if it does not meet expectations, it will be replaced.
In response to an incident at Karachi Airport, the DG confirmed that ASF has taken action against the employee involved in the manhandling of a child, stating that PCAA is keenly following up the matter with the ASF. When asked about the presence of non-passengers at airports, the DG acknowledged cultural reasons for this phenomenon and issued instruction to Airport Managers (APMs) to explore measures that could be implemented, citing the successful implementation of a one non-passenger policy during the COVID-19 pandemic. Addressing query about recent flight delays to/from the Middle East, the DG attributed the disruptions to record rains in the UAE, which caused flooding at airports and chaos in flight operations. The DG described the situation as unprecedented and the challenges faced unavoidable.
The Director General promptly instructed APM Islamabad International Airport (IIAP) to investigate a complaint about money extortion in the parking lot, allegedly by police or police wardens. The DG mentioned that similar complaints led to the removal of police from the vicinity of airport’s exit and that action against beggars in the parking lot is regularly taken, with five or six individuals handed over to the police daily.
He sought the Airport Manager’s input on the issue as soon as possible. In response to another complaint, the DG emphasized that food prices at Islamabad airport must align with the price list, stating that any discrepancies are valid complaints and should be investigated. Regarding a suggestion for a separate transit area at Islamabad International Airport as space is available, the DG acknowledged the potential for development but explained that long-term commercial concession contracts cannot be undertaken during the ongoing outsourcing process. He assured that significant improvements would follow the completion of the process. When asked about Air Blue and Air Sial not operating flights to Quetta, the DG clarified that airlines make such decisions based on commercial viability assessments of routes.
The Director General addressed the issue of extended immigration queues at Karachi’s JIAP by stating that CAA has allocated over 20 counters to FIA. He explained, failure to adequately staff these counters will lead to lengthy queues. Additionally, he informed that this matter has been raised at the Prime Minister level and with FIA earlier. He also mentioned that according to FIA once it addresses its staffing problems, the queues will significantly decrease, leading to an improved situation. Responding to a query, the DG stated that Air Sial would only fly to the UAE once designated by the Emirates’ authorities.
Regarding an environment of enhanced security at airports, the DG highlighted that unfortunately ours is an area from where regular attempts are made to smuggle out narcotics, with passengers daily caught at our airports. A notable portion of individuals facing penalties in the Middle East happen to be of Pakistani origin, causing a sense of shame at the national level, he regretted. He emphasized the importance of airports maintaining a high level of vigilance, stating that it is crucial as any lapse would prove detrimental to national prestige.
At the conclusion, the Director General emphasized commitment to resolving passenger complaints promptly. In order for effective resolution to occur, complainants must furnish specific details such as the date, time, and location of the incident, he stressed. While generalized complaints are acknowledged, practical assistance can only be offered when specific information is provided. He added that it is undeniable that there are flaws in the system, but these issues can only be addressed if detailed complaints are submitted at this platform.
