I RECENTLY had a rather disappointing experience related to a Pakistan Inter-national Airlines (PIA) flight from Madina to Karachi (PK744; June 7), a route frequently used by pilgrims returning from a spiritually uplifting journey. The flight departed approximately one hour behind schedule. While delays can occur in aviation operations, what was particularly disappointing was the complete absence of any apology or explanation from the airline management or cabin crew. A simple acknowledgment would have demonstrated respect for passengers’ time and concerns.

Equally concerning was the lack of any functional in-flight entertainment. On a journey of several hours, passengers were left without any meaningful entertainment or engagement, reflecting poorly on the airline’s service standards.

The seating arrangement and overall cabin comfort were also below expectations. The aircraft appeared dated, and the seating environment lacked the comfort that passengers reasonably expect on an international sector. Furthermore, the cabin service lacked the warmth and courtesy that should characterise a national flag carrier. While experience is a valuable asset, the ‘experienced’ cabin crew appeared fatigued and disengaged, with limited interaction and customer care.

Professional courtesy, attentiveness and a welcoming demeanour are essential aspects of passenger service irrespective of age or tenure. Finally, upon request to add miles on award plus membership, the PIA helpline denied the request without giving any valid reason.

As the national airline of Pakistan, PIA carries not only passengers, but also the country’s image. Many travellers returning from the holy cities deserve a service experience that reflects professionalism, hospitality and respect. The Ministry of Religious Affairs had paid a heavy market price while purchasing airline tickets on behalf of the pilgrims, but what they got in return was surely and seriously below-par.

Name withheld on request
Karachi

Published in Dawn, June 14th, 2026