I HAVE been a member of PIA’s Award Plus programme for over a decade and an admirer of their staff at the call centre, the latter being probably the best call centre service in Pakistan. But when it comes to customer service at the SIDCO Centre booking office in Karachi, it is a different story.

I have redeemed over 750,000 points so far. I recently went to redeem my points and the customer service was pathetic. I have always walked in to collect the ticket at the above-mentioned booking office and I did the same.

The PIA employee printed a page and handed it over to me to submit a copy of my CNIC, the Award Plus membership card’s copy, an authority letter and a copy of the CNIC of the passenger.

The email received from the Award Plus office clearly states: “The following documents must be carried by nominee at the time of issuance of award for verification purposes: membership card copy, member’s valid CNIC copy, authority letter duly signed by member, passenger valid and original CNIC.” I went there as the member and not as the nominee. Despite my explaining the same to the PIA staff, he refused to process the ticket. To rub salt into my wounds, the duty officer was also uncooperative. Such employees must be dealt with sternly.

FURQAN HABIB QURESHI PIA Award Plus member (No. 105103036) Karachi