Mandatory Passenger Contact Insertion
Pakistan International Airlines
This is with reference to attached Code of Conduct Chapter 1, Para D, Point 21, 22 of Reservation and Ticketing Procedures signed by travel agents.
We have encountered numerous passenger complaints and situations where PIA Contact Centre is unable to advise passengers about unusual flight circumstances such as flight delays, early departures, cancellations etc. This issue has mainly been highlighted because a high percentage of such PNRs, do not contain either customer contact number or the travel agent’s number is invariably inserted.
In the event of cancellation or flight disruption, PIA Contact Centre is unable to inform the passenger which causes complaints and inconvenience to the valued customers. This practice is contrary to our SOPs. It is once again reiterated that insertion of passenger contact is mandatory element in PNR at point of Origin, Transit and Turnaround. We have observed that even when contact number is given, in many instances it is not properly inserted in Phone Field at the time of PNR creation but in OSI field, which is not a correct practice.
Although above mentioned irregularities are mostly committed by our travel agents but this practice is ultimately resulting in passenger mishandling, complaints and decreased customer loyalty for PIA. As a policy, it is once again stated that any financial liability incurred to PIA as a direct consequence of non-compliance of Code Of Cunduct on account of insertion of passenger contact will be collected from concerned agent along-with fine of PKR1000/Pax or equivalent in local currency. A repeated violation may result in delinking of the agent.
Kindly circulate this information to all.
Country Manager - Malaysia
Pakistan International Airlines
HP: +60178878900
Fax: 21418627 Off: 21425444/25564
Email: pi...@streamyx.com, kul...@piac.aero
