pia - great people to fly with

Customer Service Plan

Issued in compliance with 14 C.F.R. § 259.5

The Pakistan International Airlines (“PIA”) Customer Service Plan is the result of rules put into effect by the U.S. Department of Transportation (“DOT”) to improve the air travel environment for consumers. Our Customer Service Plan meets the requirements imposed by DOT and applies on all of our scheduled flights to or from the United States, and includes the following assurances to our customers:1

  •  Advise about lowest available fares
    On our website, at our ticket counters or when customers call PIA Reservations to inquire about a fare or reservation, we will tell customers that the lowest fare we offer may be available elsewhere, if that is the case.
  • Notify customers of known delays, cancellations and diversions
    There may be times when weather, air traffic control, operational or service considerations lead to flight delays, cancellations or diversions. When this happens we will make available the most current, accurate information about your flight’s status that we have, in compliance with 14 C.F.R. § 259.8.
  • If checked bags are delayed or misplaced
    If your checked bags are delayed or misplaced, we will make every reasonable effort to deliver your bags within 24 hours. If you have expenses resulting from the baggage delay and are eligible to receive compensation, we will compensate you for reasonable and necessary out-of-pocket expenses, in accordance with applicable international agreements for international flights. If your bag is lost, we will reimburse you for any fee charged to transport that bag.

4. Allow reservations to be cancelled for a certain period after purchase
When you book and ticket a reservation through PIA Reservations, through our website (www.piac.com.pk), at airport ticket counters or at city ticket offices, we will allow you to cancel the ticketed reservation without penalty and receive a full refund provided: (i) you cancel the reservation within 24 hours of purchase; and (ii) your reservation was made one week or more prior to the flight’s departure.

5. Provide prompt ticket refunds
We will provide prompt refunds for eligible tickets once we receive your request accompanied by any required documentation. When refunds are allowed we will provide prompt refunds, less any applicable service fees, to the original form of payment. In the event of a flight cancellation or over sale situation, we will refund fees charged to you for services for which you paid but were unable to use You may seek a refund by sending a written request to PIA at khiwtpk@piac.aero. If ticket is issued by PIA ticketing office you may seek refund by visiting local ticketing office and if ticket is issued by an agent then you may seek refund by contacting that agent.If you used a credit card to make your purchase we will submit the request for a refund to the credit card issuer within seven business days of receiving your completed request for refund. The credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund. For purchases made with cash, check or other forms of payment, we will issue your refund within 20 business days of receipt of your completed request for refund.Please make sure that you have cancelled your reservation before requesting a refund and remember to provide the passenger’s name, the address, the credit card number used for purchase, ticket number(s), the date (s) of travel, and departure and destination cities in your correspondence.

6. Properly accommodate passengers with disabilities and other special needs
PIA strives to provide excellent service to all of its customers. We will provide our customers who require additional assistance, including individuals with disabilities and unaccompanied minors, with the attention, respect and care they deserve. In doing so, we will accommodate passengers with disabilities, as required by 14 C.F.R. Part 382, and other special-needs passengers as set forth in our policies and procedures, including during lengthy tarmac delays. In particular:

  1. Customers with disabilities
    PIA endeavors to ensure that its customers’ needs are met and that the airline does not discriminate against passengers on the basis of disability. Our employees are specifically trained to accommodate our customers with disabilities.You can ask for assistance when you arrive at the airport if you would like certain accommodations during your travel. There are, however, certain service requests which are required to be made in advance. This notice helps us plan ahead for your safe and comfortable travel. Please check our website for details. During lengthy tarmac delays, our flight crew will make every effort to properly accommodate customers with disabilities or special needs.If your travel includes flights operated by another carrier, please check directly with that carrier for any of your travel needs as different policies and procedures may apply.
  2. Requirements for minors who travel without an adult
    We welcome young customers on our flights. We do, however, have rules about when a minor passenger can travel alone and when an adult must accompany the minor during travel.
  • Children under age of 05years are not permitted to travel alone and must be accompanied on all flights by a ticketed adult.
  • Children between the ages of 05 years and 12 years may travel without an adult but are required to use our Unaccompanied Minor Service. There is a fee for this service and paperwork to complete prior to travel. This service may not be offered on some flights (for instance, connecting international flights or the last flight of the day).
  • Children between the ages of between the ages of 12 years and above may travel alone. Our Unaccompanied Minor Service is not required, but is available for a fee.

Please ask us or your travel agent if you need additional information about making arrangements for a qualifying minor’s travel.


7. Meet customers’ essential needs during lengthy tarmac delays
Safety considerations, weather, air traffic control, operations and other factors may occasionally cause lengthy tarmac delays. We have a Tarmac Delay Contingency Plan and the necessary resources and processes in place to minimize such delays. Our Plan has been coordinated with the airport authorities, Customs and Border Protection, and the Transportation Security Administration at all U.S. airports we serve and at our designated U.S. diversion airports. Should a lengthy tarmac delay occur, we will make every reasonable effort to ensure that your essential needs are met. If safety and security considerations permit, this includes providing snack food and drinking water no later than two hours after the aircraft leaves the gate (in the case of a departure) or touches down (in the case of an arrival); operable restroom facilities; and adequate medical attention if needed.We also understand that our customers want timely and up-to-date information during lengthy tarmac delays. We will update customers on the delayed flight every 30 minutes about the status of the tarmac delay, including the reason for the delay, if known. In addition, if the aircraft is at the gate or another disembarkation area with the door open and the opportunity to deplane actually exists, we will notify customers of this opportunity every 30 minutes. However, under such circumstances, customers deplane at their own risk and the flight may depart without them.

8. Treat passengers fairly and consistently in the case of over-sales
Occasionally we may not be able to provide you with a seat on a specific flight, even if you hold a ticket and have checked in on time and comply with other requirements. This is called an over sale, and occurs when restrictions apply to operating a particular flight safely (such as aircraft weight limits); when we have to substitute a smaller aircraft in place of a larger aircraft that was originally scheduled; or if more customers have checked in and are prepared to board than we have available seats.For flights departing U.S. airports, we will follow the requirements of 14 C.F.R. Part 250. This means that if your flight is in an over sale situation, you will not be denied a seat until we first ask for volunteers willing to give up their confirmed seats. If there are not enough volunteers, we will deny boarding to passengers in accordance with our policies and procedures for determining boarding priority. If you are involuntarily denied boarding and have complied with our check-in and other applicable rules, we will give you a written statement that describes your rights and explains how we determine boarding priority for an oversold flight. You will generally be entitled to compensation and transportation on an alternate flight.We make complete rules for the payment of compensation, as well as our policy about boarding priorities, available at U.S. airports we serve. We will follow these rules at U.S. airports to ensure you are treated fairly. Please be aware that you may be denied boarding without compensation if you do not check in on-time or do not meet certain other requirements, or if we offer you alternative transportation that is planned to arrive at your destination or first stop-over not later than one hour after the planned arrival time of your original flight.

9. Disclose cancellation policies, frequent flyer rules, aircraft seating configuration and lavatory availability
We will give you clear information about policies and service aspects that may be important to you on our website and, when you ask, through our telephone reservations staff. This means providing clear information about:

      • Aircraft seating configuration, including seat size and pitch ranges on aircraft we operate;
      • The important terms and conditions that apply to your ticket and travel, including cancellation policies; and
      • Aircraft lavatory availability.
      • The rules for our frequent flyer program, PIA Award+ Plus.

10. Notify customers about travel itinerary changes in a timely manner
If you provide us with your contact information when making your reservation, we will notify you in a timely manner about any travel itinerary changes prior to the date of departure, using the contact information in your reservation.

11. Ensure responsiveness to customer complaints
If you have a complaint regarding our services or our product, we want to hear from you. You may direct your comments to us at khidwpk@piac.aero or mcr@piac.aero. We will acknowledge written complaints within 30 days of receipt and we will send a substantive written response within 60 days of receiving your written complaint.

12. Provide services to mitigate inconveniences resulting from cancellations and misconnections.
In order to reduce any inconvenience you experience during cancellations and misconnections, we will:

      • Do our best to contact you in advance regarding a flight cancellation using the contact information in your reservation;
      • Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary; and
      • Provide you with meal allowances and hotel accommodations at PIA contracted facilities, based on availability, if you are required to stay overnight while away from your home or destination due to a delay, misconnect, or cancellation within PIA’s control.

You have contractual rights and obligations associated with your travel under PIA’s Conditions of Carriage and applicable international tariffs. This Customer Service Plan does not form any part of those Conditions of Carriage, nor does it create any contractual or legal rights.