Feedback and Complaints

In order to facilitate the passengers traveling through the AIIAP (both International and Domestic) in resolving their problems and re-dressal of any grievance as well as to obtain their valuable suggestions to enhance the standard of Airport Services, Passenger Feedback/Suggestions Cell (PF&S C) has been established.

Modes of Complaints

Multiple channels have been provided through which a passenger can made his complaint:

E-mail : feedback.aiiap@caapakistan.com.pk
Telephone land line : 042990313048
Complaint window on PCAA Website : caapakistan.com.pk
UAN number : 111-222-114
Toll Free number : 0800 00 114
Complaint Registers are placed at 05 prominent places in the terminal at:-
  1. APS Counter International Arrival Lounge
  2. APS Counter International Departure Lounge
  3. Reception Counter of CIP International
  4. APS Counter Domestic Arrival
  5. APS Counter Domestic Departure
  6. Simultaneously for the convenience of the general public/meters and greeters a complaint register is available in Duty Terminal Manager Office situated at level-II.

All complaints received through Complaint Register or e-mail/website is to be processed same day and entered in the software system and a tracking number is allotted. Incharge Complaint Cell should mark the matter to the relevant concerned and send them under covering letter.

Simultaneously an interim reply is to be sent to the complainant on his given mailing/email address acknowledging his complaint and intimate the system generated tracking number of the complaint.

Priority should be given in case of most urgent matters like lost of passenger baggage or any other valuable during check in/arrival process. Incharge Complaint Cell should call the complainant on the given cell/landline number to make close coordination/to have any other information related to the matter.

On receipt of comments from the concerned office/airline, proper reply is given to the passenger/complainant.

Proper follow up action is taken till resolution/settlement of the complaint.

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