Beyond rumours

I had always heard negative things about Pakistan International Airlines (PIA). Over the years, these stories created a rather unimpressive image of the airline in my mind. However, my first experience with PIA turned out to be quite different. Recently, my family travelled from Gilgit to Karachi for a visit and, as their stay came to an end, I decided to book their return tickets by air. I made the booking online, assuming that children travel free, as stated on the PIA website. However, upon rereading the policy, I realised that children above two years old are charged. Concerned, I contacted the PIA call centre and, to my surprise, the customer service representative was extremely helpful.

When the booking officer attempted to adjust a seat for my child, the flight was already fully booked. But, they went the extra mile, sending multiple emails and making several calls, eventually securing a seat for my child. Later, due to a personal matter, I needed to cancel the ticket. I reached out to PIA’s customer service and the assisted me in cancelling the ticket and assured me that I would receive a refund with only a minimal deduction.

Shakil Ahmad

Karachi