A team of the Wafaqi Mohtasib (Ombudsman) on Wednesday directed authorities at Islamabad International Airport to improve passenger services, address recurring complaints of maladministration and negligence, and establish dedicated counters for senior citizens following an inspection prompted by a growing number of public grievances regarding immigration delays, mishandling of luggage and poor treatment of travellers.
The inspection was carried out under the directives of Wafaqi Mohtasib Naveed Kamran Baloch amid increasing complaints from passengers, particularly overseas Pakistanis, about service deficiencies at the country’s airports.
The Ombudsman’s team stressed that all passengers, especially members of the Pakistani diaspora who contribute significantly to the national economy through remittances, deserve respectful and efficient treatment.
Taking serious notice of complaints related to delayed baggage delivery, loss of luggage and prolonged immigration procedures, the team called for comprehensive corrective measures to prevent such issues from recurring.
It also urged airport authorities to enhance the effectiveness of the One Window Facilitation Desks (OWFDs) established at international airports to ensure prompt resolution of passenger complaints on the spot.
During the visit, the inspection team interacted directly with passengers and issued immediate instructions for addressing their concerns.
Officials were informed that the majority of complaints lodged by incoming and outgoing travellers revolved around lengthy immigration processing times, mishandling of baggage and alleged highhanded behaviour by some officials.
The team specifically directed airport authorities to establish separate counters for senior citizens to facilitate faster and more convenient processing.
The inspection also reviewed the implementation status of recommendations made during previous visits by Ombudsman teams.
Officials heading various government agencies operating at the airport were instructed to remain vigilant, improve service delivery and ensure timely redressal of public complaints.
The inspection team was led by Advisor Wafaqi Mohtasib Haroon Sikandar Pasha and included Associate Advisor Iftikhar Hussain Naqvi, Consultant Pervaiz Haleem Rajpoot and Consultant Khalid Sial.