Islamabad-UNS : A Wafaqi Mohtasib inspection team visiting Islamabad International Airport on Tuesday directed airport authorities to improve the quality of passenger services and ensure maximum facilitation for travelers.
The visit was conducted on the instructions of Wafaqi Mohtasib Naveed Kamran Baloch in response to a growing number of public complaints regarding maladministration, negligence, and alleged highhandedness by officials performing duties at the airport.
The inspection team emphasized that all passengers, particularly members of the Pakistani diaspora who contribute significantly to the country’s foreign exchange earnings, deserve fair and respectful treatment at airports.
Expressing concern over numerous complaints from passengers arriving from abroad, especially regarding delayed delivery and loss of luggage, the team stressed the need for comprehensive measures to address these recurring issues. It also called for a more proactive role by the One Window Facilitation Desks (OWFDs) established at international airports to resolve passenger complaints on the spot.
During the visit, the team interacted with passengers and issued on-the-spot instructions to address their concerns. It also reviewed the nature of complaints received at the OWFDs. According to the team, the majority of complaints related to lengthy immigration delays, mishandling of baggage, and inappropriate behavior by immigration and other airport officials.
To improve passenger convenience, the team directed airport authorities to establish separate counters for senior citizens.
The inspection team further reviewed the implementation status of recommendations made during previous airport inspections. It instructed the heads of government agencies operating at the airport to remain vigilant regarding public complaints and ensure their timely resolution.
The delegation was headed by Advisor Wafaqi Mohtasib Office Haroon Sikandar Pasha and included Associate Advisor Iftikhar Hussain Naqvi, Consultant Pervaiz Haleem Rajpoot, and Consultant Khalid Sial.
