I AM a 72-year-old pensioner and recently travelled alone from Islamabad to Man-chester following a surgery. My experience at Islamabad Airport highlighted serious shortcomings in the treatment of elderly and disabled passengers by the Pakistan International Airlines (PIA) and airport staff.

When I requested wheelchair assistance, the staff initially questioned my need because I was able to stand briefly on my feet. This reflects poor awareness of hidden disabilities and postoperative mobility problems. Not every disabled passenger is visibly unable to stand. Also, a single wheelchair was available at a busy 10am departure window at the airport.

At the PIA desk, I was informed that because wheelchair assistance had not been requested at the time of my original booking months earlier, additional charges would apply. Medical conditions can change suddenly, especially for the elderly travellers, and PIA’s reservation system appears to offer no clear way to amend disability assistance requests after booking.

The process inside the airport was also chaotic and lacked transparency. I was charged Rs2,500 for wheelchair assistance and another Rs2,500 for porter services, with no receipts issued. Different staff appeared to demand different amounts and assistants kept changing inside the terminal without any regulated process.

In addition, my luggage exceeded the allowance by only two kilogrammes. Due to my medical condition, I was unable to reorganise or lift the baggage myself, and was left with little option but to pay further excess luggage charges. In total, I paid close to Rs20,000 due to my disability and reduced mobility.

Elderly and disabled passengers deserve dignity, transparency and proper support. The PIA and airport authorities should urgently review their disability assistance procedures and train the staff accordingly.

Nuzhat
Peshawar

Published in Dawn, June 15th, 2026