PESHAWAR: The regional head of the federal ombudsman’s office has directed the federal agencies at Bacha Khan International Airport to address passengers’ grievances and ensure smooth service delivery.

Mohammad Qasim Jan, the regional head federal ombudsman office, visited the airport on Thursday to review the functioning of ‘one window facilitation desk’ (OWFD) and assess the services and facilities being provided to passengers, particularly overseas Pakistanis.

During the visit, the inspection team reviewed the functioning and public facilitation arrangements of federal government departments and agencies concerned with airport operations and OWFD.

Mr Jan visited various areas of the airport, including international counters and lounges.

He inspected OWFD counters of relevant agencies and interacted with their representatives regarding the services being provided to passengers.

Passengers apprised the inspection team of issues related to facilitation, immigration, security, customs, baggage handling and other matters.

Their grievances were taken up with representatives of federal government agencies present at the airport and the complaints were resolved on the spot.

In response to a woman’s complaint, ANF was ordered that only female staffers were authorised to check the luggage of female passengers, with no involvement of male personnel.

Particular emphasis was placed on the effective functioning of OWFD, which serves as a common platform for addressing the complaints and difficulties of overseas Pakistanis at the airport.

Published in Dawn, August 28th, 2026