Supreme Court Fact Finding Team Visits Airports

[Abbas Ali]

On March 9, a three-member fact-finding commission appointed by Supreme Court toured Benazir Bhutto International Air Port (BBIAP) - Islamabad where it visited airline offices, domestic & international departures briefing areas, waiting hall etc. Passengers' feedback about airport services was also taken by the team. The team also reprimanded officials of Shaheen Air and airblue for delayed flights.

The report prepared by the team will be presented to the Supreme Court.


Source: Jang

Abbas

[Abbas Ali]

The fact finding commission formed by Supreme Court made similar visit to Karachi Airport on March 3 to record passengers' feedback/complaints.

Abbas

[Abbas Ali]

The commission formed by Supreme Court submitted its report today with information about passengers' complaints against delayed flights and missing/damaged baggage pieces.

The court has directed airport authorities to display information about passengers' rights at prominent places in airports. Officials of CAA, ASF, FIA, ANF etc. have been directed to submit their proposals.

Abbas

[Abbas Ali]

Supreme Court has formed a monitoring committee for reforming airports. The Federal Government has been asked to appoint Grade 19 officers in the committee that will include officers from Civil Aviation Authority (CAA), Federal Investigation Agency (FIA), Airports Security Force (ASF) and Pakistan Customs. The committee will present its report to the Supreme Court on issues like baggage pieces lost by passengers and delayed flights.

The court asked Acting DG CAA about compensation to passengers by airlines for delayed and cancelled flights.

Abbas

[Abbas Ali]

`260 flights delayed, cancelled at Islamabad, Karachi airports in three months`

By Nasir Iqbal

ISLAMABAD: A special commission constituted on the orders of the Supreme Court to study grievances of passengers has showed delay or cancellation of 260 domestic and international flights from Dec 1, 2017, to Feb 28, 2018, at the Jinnah International Airport Karachi (JIAK) and the Benazir Bhutto International Airport (BBIA) Rawalpindi.

The operators of the flights included Pakistan International Airlines, Air Blue, Shaheen, China Southern, Emirates, Ethihad Airways, Gulf Air, Kuwait Airways, Saudi Airlines, Turkish Airlines and Serene Air.

A total 73 complaints regarding lost or damage of baggage were received during the period at the airports of which only 59 were resolved.

The commission was constituted on Feb 17, 2018, after the apex court initiated a suo motu in 2011 on the request of now retired Justice Jawwad S. Khawaja who had himself noticed the helplessness of Pakistani expatriates at BBIA.

The commission comprised Secretary Law and Justice Commission of Pakistan Dr Mohammad Raheem Awan, the acting director general Civil Aviation Authority and the director general human rights cell of the Supreme Court.

Soon af ter its meeting on March 3, the commission visited JIAK and observed that only three out of the five scanners for luggage were operational at the international departure resulting long queues at the entrance of the lounge.

After scanners, there were counters of the Pakistan Customs and Anti-Narcotics Force (ANF) but the officials were busy interviewing the passengers and physically checking their luggage despite the fact that they had access to scanners at their relevant desks for monitoring the process.

Both ANF and the customs of ficials were also seen checking travelling documents of the passengers when they were not supposed to do so.

Likewise, at the international departure lounge, it was found that the one-window facility consisted of 12 counters for different departments but only three counters wereworking even though the passengers check-in for three international flights was in progress.

However, at the airlines counters, it was observed that the process to issue boarding cards to passengers was smooth and efficiently supervised by the staf f of the relevant airlines.

At the immigration counter, there were 14 fully equipped counters for screening the passengers but only seven were operational.

Consequently, the long and disordered queues were causing frustration amongst the passengers. On query, the in-charge attributed the mismanagement to the shortage of staff as well as non-observance of discipline by the passengers.

Most of the passengers interviewed at the departure and arrival lounges complained about indifferent attitude of ASF, ANF and FIA staff.

At the counter dedicated for senior citizens, women without male companions and foreigners, the staff was not cautious towards persuading passengers to observe the queue discipline.

The rate lists of cafeteria, restaurants and tuck shops triples the retail price and when asked about the reason the commission was told that CAA had approved the prices in 2015.

Likewise, the commission visited BBIA on March 9 and observed long lines of vehicles at the entrance of the airport. Surprisingly, the traf fic wardens instead of f acilitating the passengers were busy checking licences and issuing tickets.

At the international departure, three scanners were working out of four whereas the of ficials of customs and ANF were busy interviewing and physically checking luggage and passports.

Like JIAK, only one of the three one-window facilities was manned while other staff was found absent at 9:30am when check-in for three international flights was in progress.

At the Air Blue counter, briefing for three international flights was in progress. In front of five designated counters there were long queues but only three were operational.

A passenger of the Dubai-bound Air Blue flight complained that a month ago he had come to Pakistan and lost his baggage.

Despite complaints and repeated visits, he could not get his baggage or any compensation. Now after spending a month he was going back without any hope for resolution of his complaint.

Some international and domestic travellers also recorded their annoyance on frequent delays of flights, denied boarding, loss of baggage, staff and crew behaviour and problems faced by passengers with disabilities.

Source: DAWN

[Abbas Ali]

On April 12, the Supreme Court completed/wrapped up airport services to passengers suo motu case proceedings. A committee formed by the court will be responsible for ensuring that services are provided to passengers at the airports.

https://www.nawaiwaqt.com.pk/E-Paper/is ... /detail-33

Abbas

[Abbas Ali]

The committee formed by the Supreme Court for reforming airports has submitted a report with eighteen recommendations that include:

World-class facilities should be available at all airports of the country.

Mandatory compensation to be paid by airlines for missing baggage and delayed flights.

Speedy payment of compensation to legal heirs/affectees of air crash victims. Government should devise policy to resolve disputes.

Improvement in behavior of security personnel deployed at airports.

Control of prices at airport shops.

Complaints cell, development of mobile application for complaints and one-window facility.

https://www.express.com.pk/epaper/PoPup ... e=20181008

Abbas