Islamabad: 24 April, 2025 – Responding to a large number of complaints, an Inspection Team under the directions of the Wafaqi Mohtasib, visited the Islamabad Airport here today to obtain first-hand knowledge of the state of affairs prevailing at the airport.
Headed by a Senior Advisor, the Inspection Team interacted with the passengers at the airport, listened to their complaints and gave directions for their prompt redressal on the spot. The team also went round the national and international lounges, luggage area, CIP lounge apart from the immigration and other counters. Most of the complaints of the passengers proceeding abroad were related to delays in immigration and non-cooperative and intimidating behavior of the personnel of the FIA, ASF, ANF, Customs etc. Whereas the Pakistanis coming home from abroad mostly complained about the late delivery and missing items from their luggage.
The Senior Advisor, Wafaqi Mohtasib office along with other members of the Inspection Team talking to an airport official on the eve of the visit of WM inspection team to Islamabad Airport on 24 April, 2025
The Inspection Team also reviewed the progress made with regard to the recommendations given during the earlier visits of the Inspection Teams. It may be recalled that the inspection team had earlier directed the airport authorities to install CCTV cameras to monitor the FIA, ANF, ASF counters and search desks in addition to placing awareness bill boards and standees containing directions for the passengers in English and Urdu apart from displaying the instructions through the TV screens. The airport management informed the Inspection Team that it has already implemented the directions. The Inspection Team also took note of some complaints about Visa Protector Stamp and observed that there was no justification for the same since the introduction of this facility at the airport. The Team instructed the airport authorities to increase the Facilitation Counters in proportion to increasing number of flights. It also directed that polio vaccination cards may be provided to the passengers at the airport.
Members of the Wafaqi Mohtasib Inspection Team talking to officials posted at the facilitation desk at the Islamabad Airport on 24 April, 2025
Later, the Inspection Team also visited the One Window Facilitation Desk (OWFD) set up at the airport which are being manned by the 12 Federal Agencies and inquired about the nature of complaints mostly filed with them. It may be recalled that during the previous visits, the Inspection Team had received complaints regarding highhandedness of certain airport officials, who indulged in extorting money from the passengers. The Team directed the authorities concerned to conduct a thorough probe and furnish report into the matter.
The Inspection Team will submit a detailed report of its visit to the Wafaqi Mohtasib.
