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July 06, 2006
POSTMARK: Fiasco in the sky
This is with reference to an article published in The Review (June 15-21) under the title ‘Fiasco in the sky’ by Dr Hadi Rafi.
While there is no date and flight number given, which would have facilitated a thorough investigation, we regret the fact that such an inconsequential article, opinionated to the extreme, should find space in your weekly.
We also regret the fact that all our recent efforts, at improving every possible aspect of the airline, with a concentrated focus on convenience, comfort and competitive value to our customers goes entirely unnoticed in the article in question.
We are engaged in a continuous effort to improve not only the exterior of the aircraft, aligning its corporate identity and brand recognition by endorsing the traditional motifs of all the four provinces of Pakistan, reflecting the unity of culture and heritage in diversity, but we are also engaged in improving the interior of the aircraft in every way possible.
Perhaps Dr Rafi, being too bent upon criticising, has failed to notice the changes being made from the carpets to the seat covers and in-flight entertainment, from the on board cuisine and cutlery, to attitude and service standards of our cabin crew. Our customer feedback monitored on a weekly basis confirms these efforts to be positive.
Let me illustrate: in April 2005, we were receiving on an average 170 comment cards per week in which, besides suggestions, appreciations and observations, as many as 43 per cent of the total were complaints. One year later, in April 2006, the average weekly number of comment cards exceeds 2000 and out of that only 12 per cent are complaints. This is measurable progress in the right direction by any standards.
Capt Hassan Jaffery,
General Manager, PIA,
Public Affairs &
Communication, Karachi
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Dawn, The Review, Haroon House, |
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