Last week we had rather sad news that my mother in law had passed away, naturally my wife needed urgent ticket to Pakistan, the trouble was we were not gonna make the PIA flight from London at 8pm on the 18th Jan. As we are in Birmingham we went along to Birmingham Airport to see if we could get onto the Emirates flight, all was well, we got the tickets from the emirates counter and as we went to check in I was informed that the Emirate staff who had issued the ticket at BHX had made a mistake and booked us on the flight for the 19th. I was naturally very angry as we had to get to Pakistan very quickly, i found the Emirate staff very rude, the chap who sold me the ticket just folded his hands and said that he made a mistake and there was nothing he could do to rectify it, i asked to speak to the duty manager this too was refused, i asked for a refund which was eventually given. Myself and and my wife were naturally upset as it would have meant that we would surely miss the funeral in Pakistan. I have sent a complaint email to Emirates but I am not holding my breath.
By this time it was very late so I called the PIA call centre to see what the chances are of getting on the earliest flight to Pakistan on the 19th as we would miss the funeral anyway and i would rather stay here in the UK then face a 12 -13 hour wait at Dubai on the original Emirates flight which was booked in error by emirates. The call centre gave me a reference number i went to the PIA booking office in BIrmingham and the ticktes were booked and we finally departed on the evening of the 19th. The difference between PIA emloyees and the Emirates employees made me realise the difference in understanding the situation and being acomodating us at a such a difficult time.
I have always had good experience with PIA everytime, when the Ash cloud happened our aircraft was flown back to Isb where we were quickly whisked off to a hotel stay for 2 days, no other airlines made any such plans and most left there stranded at airports.
For me PIA performed very well for me when it realy was important for me.
So PIA 5 STARS and Emirates big fat zero.