SERVICES AND DIRECT MARKETING

PAKISTAN INTERNATIONAL AIRLINES

By
Mohammad Najeeb
Hira Attiquee

Submitted To: Sir M.A.C Chisty
Submission Date : 19/05/2013
Birth of a Nation, Birth of an Airline
Air transport has probably never been more important to the development of a new nation than in
the case of Pakistan. In June 1946, when Pakistan was still in the offing, Mr. Mohammad Ali
Jinnah, the Founder of the upcoming nation, instructed Mr. M.A. Ispahani, a leading industrialist,
to set up a national airline, on a priority basis. With his singular vision and foresight, Mr. Jinnah
realized that with the formation of the two wings of Pakistan, separated by 1100 miles, a swift
and efficient mode of transport was imperative.
On 23rd October 1946, a new airline was born. Initially registered as a pilot project in Calcutta,
Orient Airways Ltd. had at its helm Mr. M.A. Ispahani as Chairman and Air Vice Marshal O.K.
Carter as General Manager. The new carrier's base remained in Calcutta and an operating license
was obtained in May 1947.
Four Douglas DC-3s were purchased from Tempo of Texas in February 1947 and operations
commenced on 4th June 1947. The designated route for Orient Airways was Calcutta-Akyab-
Rangoon, which also happened to be the first post-war international sector to be flown by an
airline registered in India. Within two months of Orient Airways' operational beginnings,
Pakistan was born. The birth of a new nation generated one of the largest transfers of population
in the history of mankind.
Orient Airways, along with the help of BOAC aircraft which had been chartered by the
Government of Pakistan, started relief operations and transportation of people between Delhi and
Karachi, the two capitals. Subsequently, Orient Airways transferred its base to Pakistan and
established a vital link between Karachi and Dacca, the two capitals of the two wings of
Pakistan. With a skeleton fleet of just two DC-3s, three crew members, and twelve mechanics,
Orient Airways launched its scheduled operations in a fairy-tale manner. The initial routes were
Karachi-Lahore-Peshawar, Karachi-Quetta-Lahore and Karachi-Delhi Calcutta-Dacca. By the
end of 1949, Orient Airways had acquired 10 DC-3s and 3 Convair 240s which were operated on
these routes. In 1950, it had become increasingly apparent that additional capacity would have to
be inducted to cater to the growing needs of the sub-continent.
A New National Flag Carrier for Pakistan
Orient Airways was a privately owned company, with limited capital and resources. It could not
be expected to grow and expand independently. It was then that the Government of Pakistan
decided to form a state-owned airline and invited Orient Airways to merge with it. The outcome
of the merger was the birth of a new airline, through PIAC Ordinance 1955 on January 10, 1955.
In addition to transport activities, Orient Airways had established the nucleus of overhaul and
maintenance facilities and acquired trained pilots, engineers and technicians, measures which
proved to be a great asset for PIA during its teething phase.





















PIAs First International Service
The year 1955 also marked the inauguration of the fledgling airline's first scheduled international
service - to the glittering, glitzy capital city of London, via Cairo and Rome. Initially, there was
much criticism, as the public could not comprehend or justify the need to operate an international
route when, in their opinion, other projects vital for a developing country should have been given
a higher priority. However, PIA's focus was, and continues to be, to serve the Pakistani
community at large. The provision of transportation to expatriates has remained one of the
foremost priorities of the national airline. Moreover, PIA earned substantial foreign exchange
through international services, which it invested in the purchase of aircraft and spare parts, as
fleet expansion was a grave necessity for the airline.
New Planes, New Directions, New Management
In 1956, orders were placed for two Super Constellations and five Viscounts which were to be
delivered in 1959. At this juncture, PIA possessed a small fleet which comprised of Convairs,
Viscounts, Super Constellations and DC-3s.
While Mr. M.A. Ispahani was the first Chairman of the new dynamic airline; it was the first
Managing Director of PIA, Mr. Zafar-ul-Ahsan, who in his 4 year tenure, got the ball truly
rolling and set the shape of things to come. The PIA Head Office building at Karachi Airport,
which houses all the major departments of the airline, was the brain-child of Mr. Zafar-ul-
Ahsan. In fact, on his departure from the airline, the employees presented him with a silver
replica of the building with the caption, "The House You Built".
In 1959, the Government of Pakistan appointed Air Commodore Nur Khan as the Managing
Director of PIA. With his visionary leadership, PIA 'took off' and within a short span of 6 years,
gained the stature and status of one of the world's frontline carriers. In aviation circles, this
period has often been referred to as the "golden years of PIA".
Development, expansion, and growth were keywords that the new management was committed
to. In March 1960, PIA launched its first Boeing 707 jet service on the London-Karachi-Dacca,
route which later proved to be very successful. This trail-blazing accomplishment resulted in PIA
becoming the first Asian Airline to operate a jet aircraft, setting trends for the future. In 1961, the
airline took on the mammoth task of initiating a cross-Atlantic service from Karachi to New
York. By this time, PIA had placed orders for more new aircraft, which included Fokker F-27s,
Boeing 720Bs and Sikorsky helicopters. Helicopter services in East Pakistan had gained
momentum by 1962 and expanded to include Sylhet, Chittagong, Dacca, Comilla and Ishurdi.
PIA's helicopter services carried over 70,000 passengers during the first year of operation. At the
time, it was regarded as a stellar operation, equal to any other in the world. Unfortunately, due to
two mishaps, the service was discontinued in 1966.
Historic Facts and Unbroken Records
In 1962, finding the upper winds forecast favorable, PIA set out to break the record for the
fastest flight between London and Karachi. With representatives of FAI (Federation
Aeronautique International) on board to monitor the official timings, PIA completed the flight in
6 hours, 43 minutes, 51 seconds, a record which remains unbroken to this day.
In 1964, PIA achieved another historic first, regarded as a major milestones in the chequered
history of the airline. On 29th April, 1964, with a Boeing 720B, PIA earned the distinction of
becoming the first airline from a non-communist country to fly into the Peoples Republic of
China. PIA's first service to China was from Karachi to Shanghai via Canton. In 1964-65, PIA
expanded its fleet further with the addition of a fourth Boeing 720B and two Fokker F-27s.
Serious development had become a reality and the PIA team continued to move ahead with
ambitious plans and goals for the national flag carrier.
A collective pride and a joyous buoyancy was pervasive within the PIA family. Riding high on
the crest of success, PIA became a household name in Pakistan in the mid sixties. The war
between India and Pakistan, during 1965, further tested the national airline. PIA played a major
role in providing logistical support to the Armed Forces by operating special flights using
Boeings, Super Constellations, and Viscounts. The Founder of the Nation, Mr. Jinnah had
predicted that the Pakistan Airforce would need the support of a civil airline in special
circumstances, and this came into evidence during the war.
In 1966, a system of feeder services linking eight new points in West Pakistan was introduced.
By this time, the airline's Viscounts were proving inadequate owing to traffic growth, and had to
be replaced by Tridents. The airline continued up the growth curve, receiving two Fokker F-27s,
two Boeing 707s and one Trident in the following year.
Style, Glamour, and Charisma
Around this time, the airline saw a change in the top slot. Air Vice Marshal, Asghar Khan took
over the reigns of PIA for a tenure of 3 years. A number of highpoints are attributed to this
period. The most colourful, if not the most significant, occurrence for PIA was the introduction
of a new air-hostesses' uniform designed by none other than the renowned French designer,
Pierre Cardin. Taking the aviation world by storm, this move, more than any other single factor,
imprinted PIA's name on the international market. The uniforms were an instant hit, both at
home and abroad.
Safety Management System at PIA
PIA is the first airline to get certified (initial certification) on Safety Management System (SMS)
by Civil Aviation Authority CAA - Pakistan. CAA Air Navigation Order (ANO 91.0032 issued
in September 2008) binds all airlines operating in Pakistan to have SMS. Well before the
issuance of this ANO, PIA initiated SMS awareness and implementation in July 2008. PIA
awarded initial certification on SMS in 27th February 2009 by CAA.
The Pursuit of Excellence through Technology and Quality Control
Not content with a number of historic firsts under its belt, PIA made history yet again, by
installing Pakistan's first computer, an IBM1401, in 1967. PIA's first Engine Overhaul Shop,
located near the Head Office building, was also completed and commissioned around this time.
The Ground Training School (GTS) now known as the PIA Training Centre, was first conceived
and developed during 1961-62. Interestingly, training was initially imparted in the T-shaped
building which has now become the PIA Dispensary, close to the Head Office building.
Besides visible development and growth in traffic and revenues in the sixties, PIA added
additional destinations, new equipment, and cutting-edge technology to support its ever
expanding operations. A new Jet Hangar for Boeings with a supporting airframe overhaul shop
was completed and commissioned in 1968.
In 1970, PIA set up its own Flight Kitchen in Karachi, which caters, even today, to the national
airline as well as other carriers. Over the years, with the airline's expansion and increased
capacity, the need for a second Flight Kitchen became imperative.
Ushering In a New Era of Growth and Development
PIA heralded the nineties by donning a bright new corporate identity. Old-timers may remember
the flutter that the earlier green and gold livery had created when it was first introduced in 1974.
However, in keeping with the changing times, PIA introduced a smart, sporty 90's look. The
familiar PIA green was reinforced with moss green and pale blue stripes were incorporated into
the new corporate identity. The stripes, a universal symbol of sport, highlighted PIA's active
participation and sponsorship of a diverse range of national games. PIA's players have always
been at the forefront of Pakistani Cricket, Hockey, Squash, Football, Chess, Bridge, Polo and
Table-Tennis teams. The nineties also saw the expansion of PIA's massive Haj and Umrah
operations to Pakistan's smaller cities, in addition to the major cities of Islamabad, Peshawar,
Lahore, Quetta and Karachi.
PIA's growth continues unabated and the airline now operates globally, covering the entire
domestic landscape and international destinations spread over 4 continents.
Impressive statistics for a comparatively young airline? Since its inception in 1955, PIA has
indeed, come a long way.

Flight Kitchens
PIA runs two modern, well-equipped Flight Kitchens in Karachi and Islamabad that serve
culinary delights ranging from delicious Pakistani delicacies to tempting Western cuisines to
more than 15,000 passengers everyday, traveling on domestic and international flights. In
addition to serving sumptuous food, PIA Flight Kitchens also cater to VVIP flights and
Chartered flights for top government officials and foreign delegates. Special meals which are
customized according to the passengers requirements like Diabetic Meal, Vegetarian Meal, Low
Cholesterol Meal and Baby Meals are also offered to our passengers upon request.
The kitchens are supported by strong production and operation teams including expatriate chefs
who have a diverse experience in international cuisines. The chefs have undergone overseas
training to further hone their skills. Several of PIAs top chefs have also been posted to overseas
flight kitchens to share their expertise in cooking skills. Infact, since February 2006, the
management control of the Karachi Flight Kitchen has been given to Singapore Air Terminal
Services (SATS), a leading premier company in ground and cargo operations , and inflight
catering, to further enhance the quality of food on board the flights. Accordingly, SATS has
initiated an extensive renovation of the Karachi Flight Kitchen to upgrade its infrastructure and
are establishing extremely stringent quality control standards that shall ensure the highest quality
and hygiene levels













Vision

PIA's vision is to be a world class airline exceeding customer expectations through dedicated
employees, committed to excellence.

Mission

Employee teams will contribute towards making PIA a global airline of choice:
Offering quality customer services and innovative products
Participating in global alliances
Using state-of-the-art technologies
Ensuring cost-effective measures in procurement and operations

Values
Customer Expectations
Convenience, Caring, and Competitive Tariff
Service
Personalized and Courteous
Innovation
Cherishing New Ideas, Translated Into Action
Cohesiveness
Respect for Individuals, Teamwork, and Effective Communication
Integrity
Business Ethics, Accountability, and Transparency

Reliability
Loyalty and Consistency
Safety
Passengers, Employees, Environment, and Health

Committed to Creating a Better World
PIA is driven by the highest standards of corporate governance and social responsibility. As a
public sector organization and a business leader, PIA believes in building strong relationships
with customers, partners, employees, and the communities in which it operates. The
organization's values are exemplified in a range of corporate initiatives designed to impact
positively on the lives of multiple stakeholders. PIA practices active corporate citizenship
through social services, support for non-profit organizations, medical services for employees, the
promotion of sports, and educational initiatives.
PIA has institutionalized the practice of good governance by establishing a Corporate Social
Responsibility Committee. The Committee provides a platform to evaluate, update, and
recommend best practices as PIA continues on its mission to adhere to business ethics and stamp
out corruption. Corporate Social Responsibility (CSR) is woven into the fabric of daily
operations at PIA.
Our employees wholeheartedly contribute to our commitment to develop the organization, the
communities in which we function, and the country. PIA is proud of its human resource as they
in many ways initiate & actively participates in welfare missions. PIA is gifted with teams of
professionals who pursue excellence and deliver confidence. With a Leadership that understands
the true meaning of Social Accountability, PIA has been able to realize vision of social
accountability.
Social Services
Reaching Out to Help IDPs
PIA is committed to extend a helping hand, to distressed communities of society, whenever
needed. PIA believes in contributing for the betterment of society by, working for and learning
from the experience of, setting unprecedented examples of cooperation and support.
In view of the disturbances in the northern part of the country, millions of people were
constrained to leave their homes and dwell in camps set in peaceful areas. To address the
suffering of these distressed persons including a large number of children needed both tangible
and emotional support. At these crucial moment PIA risen to the needs of the nation and decided
to activate its Emergency Response Centre for collecting Relief Goods for onward dispatch to
the people in distress in an efficient and transparent manner.
Various individual contributors, institutions and welfare bodies from different parts of the world
also availed this wonderful service from PIA. Collection centers were established in Karachi,
Lahore & Islamabad and more than 300,000 Kgs of relief goods were transported
Boy Scouts Association
The PIA Boy Scouts Association (PIA-BSA), a provincial segment of the Pakistan Boy Scouts
Association, is based on the value system of the Scout Promise and Law. The PBSA's mission is
to actively train and develop members through Youth Training Programs.
Scouting contributes to the education of young people and helps build a better world where
individuals can play constructive roles in society. The PIA-BSA's major contributions include
providing Haj services at domestic and Saudi Arabian airports, engaging in activities with the
Heritage Association of Pakistan, assisting special children at PIA's Al-Shifa Trust, and
participating in a number of health, cleanliness, literacy, tree plantation, drug prevention, and
blood donation drives. The PIA-BSA has also started a cricket academy where thousands of
youth have received cricket coaching from PIA's renowned test and first-class cricketers.
Following the earthquake tragedy of 8th October, 2005, the PIA-BSA immediately deployed
contingents in Islamabad followed by scout deployments in Balakot, Garhi Habibullah,
Muzaffarabad, and Bagh where relief goods were distributed and emergency services were
rendered.
PIA Planetariums
Through a combination of projectors, optics, electronics, and precision engineering, PIA offers a
range of cosmic experiences to the Pakistani people. The PIA Planetariums enable the viewing of
virtual universes, replete with stars, planets, and nebulae and visitors throng the planetariums to
look at astronomical phenomena such as eclipses, alien landscapes, planets, and the sun. PIA is
the only airline in the world to have invested in an innovative and educational planetarium
project that is open to the general public at affordable rate
PIA Horticulture
Plants and trees provide habitat, shelter, food, materials and medicines to human beings and
animals. Realizing the significance of a healthy and pollution-free environment, PIA set up a
horticulture division in 1996. In addition to maintaining indoor and outdoor plants and trees, PIA
Horticulture provides seasonal flowers for display in PIA's offices and for a range of events,
winning several awards and accolades at flower exhibitions across the country. To reduce
pollution and contribute towards a greener Pakistan, PIA Horticulture actively participates in tree
plantation campaigns during each spring and monsoon season.
Support for Non-Profit Organizations
As a responsible corporate citizen PIA has a special social commitment which it takes very
seriously. PIA is engaged and actively supports various social projects.
As part of its corporate social responsibility initiatives, PIA fully sponsors Al-Shifa Trust, which
provides relief and rehabilitation services to special children suffering from cerebral palsy and
other motor disorders. Besides this, PIA has been providing help to charities and trusts.
PIA Training Center
The PIA Training Center is a leading airline training institution that delivers the highest
standards of aviation instruction. The Training Center is built around a highly advanced training
infrastructure, approved by local and international regulatory authorities such as CAA, ICAO,
and IATA. The PIA Training Center's courses are based on a unique, standards-based curriculum
designed to impart knowledge and best practices in all the aspects of the airline industry. The
PIA Training Center provides quality training to PIA's pilots, engineers, air hostesses, and to
employees of other associated PIA divisions
PIA Model Secondary School
The PIA Model Secondary School was set up in 1980 to provide high quality education to the
children of PIA's employees at an affordable fee. Situated at a distance from the hubbub of the
city, the school is housed in a modern building that spans over 10 acres of land and is staffed by
teachers dedicated to empowering children with knowledge and skills for the future. Equal
emphasis is placed on curricular and extra curricular activities in order to produce well-rounded,
holistic, and responsible citizens.
PIA Industrial Training Institute
The PIA Industrial Training Institute was established in 1986 to provide technical, vocational,
and industrial knowledge to the families of PIA's employees. With the sustained support of top-
level management at PIA, the Institute has functioned smoothly for over two decades, and has
emerged as a leading industrial training center in the region. The Institute imparts industry
knowledge, and specialized training courses in arts and crafts to the families of employees for a
very nominal fee, empowering them to earn livelihoods and gain respect in their communities.



Medical Services
PIA Employee Health and Medical Services
The health and welfare of our employees has always been a matter of utmost importance and
significance at PIA. All employees are provided with a comprehensive medical package, in
collaboration with reputable hospitals, diagnostic labs, and medical institutions. In 1959, PIA
established a Medical Division to supply wide-ranging medical coverage to active and retired
employees. To ensure that the highest standards of aviation are maintained, a Crew Center
periodically carries out air crew checks, in conformity with international and Civil Aviation
Authority standards.
PIA's medical facilities cover the parents and spouses of serving employees, children up to the
age of 27, unmarried daughters, and disabled, mentally challenged children of any age. Retired
employees and their spouses are also eligible for medical care at PIA's Medical Centers. In
addition to coverage in Pakistan's major cities, PIA has extended its medical network to 35
smaller stations, in collaboration with private and public sector hospitals. PIA also looks after its
overseas employees under the Local National Health Scheme and Insurance Schemes
Emergency Response Planning
Passenger care is an airline's most crucial responsibility. Acknowledging the significance of
Emergency Response Planning (ERP), PIA has set up a discrete section to handle emergencies.
The Emergency Response Planning Section has developed an Emergency Response Manual and
manages Emergency Response Center Teams, Field Teams, Family Assistance and Support
Teams, and Volunteers. The ERP Section also trains volunteers in the areas of aircraft
emergencies, rescue, basic first aid, and fire fighting to effectively respond to natural disasters.
Nurturing Talent, Achieving Glory
PIA is much more than a national airline, it is a national institution. In continuation of its
unwavering commitment to Pakistan's development, the PIA Sports Division was set up in 1958.
PIA's contribution to the advancement of Pakistani sports remains unparalleled - no other
organization in the country has consistently invested in the promotion and development of sports.
PIA provides attractive and stable jobs to outstanding sportsmen, empowering them to focus on
what they do best. Sportsmen are provided gear, travel facilities, and benefits that have enabled
them to excel and make Pakistan proud. PIA's sportsmen have been and continue to form
Pakistan's lineup for major sports including cricket, hockey, football, squash, polo, tennis,
bridge, chess, table tennis, cycling, and body building. PIA has dramatized the world of Pakistani
sports by transforming popular games into national sports, national sportsmen into international
heroes, and national tournaments into international sports bonanzas.

Flight experience
PIAs Business Plus class offers a range of exclusive services, from the time you leave your
home till you land at your destination. Its the only Business Class service that feels like First
Class.
Business Plus Seats
A comfortable seat makes all the difference on a long flight. PIA's Business Plus Seats elevate
the concept of luxury to a new level, fully endorsing your decision to choose PIA Business Plus.
Our customized seats are designed in Italy and Switzerland and provide amazing levels of leg-
room and shoulder space. PIA's Business Plus Seats ensure that your personal space is truly your
own, and you'll never feel cramped.
Whether you're sleeping, eating, working, reading a book, or just lying back and enjoying our in-
flight entertainment, PIA's Business Plus Seats will make you feel right at home. There is simply
no better way to fly.
Business plus Lounges
Your comfort and convenience mean the world to us. Business Plus Lounges will serve you at all
international and major domestic stations where you can sit back and relax. For the comfort of
Business Class passengers at Karachi, Lahore, and Islamabad airports, PIA has its own exclusive
Business Plus Lounges. Our hospitable staff will ensure that you're well looked after during your
stay with us at the airport. PIA's Business Plus Lounges are equipped with the latest magazines
and newspapers, Internet access, cable television, and snacks, so you can enjoy the best of
Pakistani traditions in a modern, comfortable environment.
Kerb-Side Counters
The PIA experience extends to every part of your trip. As a Business Plus passenger, you can
avail a number of exclusive on-ground privileges to facilitate your airport arrivals and departures
at Karachi and Islamabad (Domestic).When you arrive at the airport, you can easily spot PIA's
Business Plus Kerb-Side counters. We'll take care of you from the moment you step out of your
vehicle.
Business Plus Porters and Check-In Counters
Our Business class passengers traveling from Karachi can also enjoy the privilege of availing our
exclusive porter services. PIA's efficient, trained porters in sparkling white uniforms will collect
your baggage and take you straight to the Business Plus Check-In Counter, where you will
receive priority baggage tags as well as priority boarding facilities. You won't have to queue up
or worry about handling your baggage as our Business Plus porters and Check-In staff will take
care of everything.
Fast Track
Business Plus passengers arriving at Karachi, Islamabad, Lahore, London's Heathrow, or Dubai
International Airport will receive a warm welcome from PIA. Our representatives will walk you
right through all the arrival formalities so that you don't have to stand in line or worry about
clearance.
In flight dinning
You're In For a Special Treat! Whether you are traveling within Pakistan or around the world,
PIA's in-flight dining menu is sure to tantalize your taste-buds. Enjoy the best of what Pakistan
has to offer, as well as a delectable selection of international cuisine.
In-flight entertainment
Let the fun begin! Aboard a PIA flight, there is so much to do that you really won't feel like
landing. Movies, Music, Games, Duty-Free Shopping, Tourist Information, Maps, and Real-
Time Flight Information will keep you entertained for hours. Time flies when you are having fun
Movies
Grab a drink, put on your headphones, switch on your personal screen, and enjoy the show. PIA's
selection of movies and shows include popular entertainment genres such as English Features,
English Dramas and Sitcoms, Documentaries, Sports, Specials Content for Kids, Religious
Shows, Lifestyle Shows, Punjabi Feature Films, and Musical Videos and Shows.
Music and audio
Celebrate your love of music with PIA's large and diverse selection. Tune into over a dozen
channels depending on your mood and interests. Relax with Nice & Easy, or groove to the latest
Chart Toppers. Swing to the sounds of Jazz Streams or sing along with Ghazals & Geets. We've
also got a great mix of PIA Pop Songs and Instrumentals, New Age, Timeless Classical, Semi
Classical, Broadway Bound, Country & Western, Qavvali, Hamd & Naat, and Quranic Verses,
and lots of great audio content for kids, with PIA Children's Time.
Games
PIA's menu of addictive and challenging games will make the hours whizz by. We've got arcade-
style games, card games, strategy games, and crosswords to keep you entertained and help you
unwind


Easy check in
No Weight, No Wait
If you have no baggage to check in, and are traveling only with hand luggage, special "No Wait"
counters await you at the Karachi, Lahore, and Islamabad Airports. No more waiting around!
City Check-In
PIA's City Check-In facility enables you to get your Boarding Pass 72 hours before your flight.
Not only do you not have to stand in a queue, you can report directly to the boarding gate just 30
minutes before departure.
PIA staff at City Check-In Counters at PIA's Booking Offices will stamp and attach your flight
coupon to your boarding pass 72 hours before departure. This facility is only available for
passengers traveling without checked baggage
Return Check-In
PIA offers return check-in facility for travelers who travel between the two destinations within
12 hours time period from Karachi, Islamabad and Lahore. The travelers can obtain the boarding
passes for boarding at both the destinations in advance.
Through Check-In
PIA takes one more step to facilitate the passengers who are traveling to destinations requiring
transit procedures. Passengers can now obtain boarding Multiple Boarding Passes and have
hassle-free transits.
Kerb -side Check In
If you are traveling as an Economy Plus passenger on domestic our flights from Karachi with no
baggage to check in, you can easily check-in through our Kerb-side counters without any waiting
at all !






Other services
Customer service plan
Advise about lowest available fares
You can get a discount! In case of an early booking and reservation of a ticket you will be given
a discount. So book now and avail cheaper rates to different destinations.
Notify customers via sms about known delays, cancellations and diversions
In case of emergency if the flight has to be delayed cancelled or diverted you will receive a
confirmation message on your number stating the new timings or information about the
cancellation.
Deliver baggage on time
Right when you land your baggage is delivered then and there. You dont have to wait to get
your baggage.
Allow reservations to be cancelled for a certain period after purchase
In cae of cancellation from the customers side PIA allows you the cancellation facilty within a
given period of time you may your booking cancelled.
Provide prompt ticket refunds
Properly accommodate passengers with disabilities and special needs
Meet customers' essential needs during lengthy tarmac delays
Treat passengers fairly and consistently in the case of oversales
Disclose cancellation policies, frequent flyer rules, aircraft seating configuration and
lavatory availability
Notify customers about travel itinerary changes in a timely manner
Ensure responsiveness to customer complaints
Provide services to mitigate inconveniences resulting from cancellations and
misconnections.
Availability of seat charts
Plan and book
Awards Plus
Tool free number


PIA Cargo
PIA Cargo commenced operations in 1974, with flights to the USA, Europe, and Hong Kong on
the B-707 aircraft. PIA Cargo has the unique distinction of introducing Pakistan's fruits to
international markets and pioneered the exports of fresh fruits and vegetables to global
destinations. Operating as the air freight division of Pakistan's national carrier, PIA Cargo has
achieved rapid growth and reaches out to destinations spanning the globe through its passenger
scheduled flights and freighter services.
PIA Cargo earns valuable revenue for Pakistan International Airlines and provides a massive
boost to Pakistan's wide spectrum of exports. The aggressive growth of PIA Cargo coupled with
PIA's rapidly expanding passenger operations, empowers customers with a range of cutting-edge
cargo products and services. In addition to offering cargo services, PIA Cargo also arranges
charter flights to lift meat, livestock and relief goods within and outside Pakistan
PIA Cargo transports a range of commodities across Pakistan as well as a growing list of global
destinations. The commodities that PIA Cargo ships run the gamut from edibles such as meat and
vegetables, to textiles, paper products, laboratory equipment, and even un-cremated human
remains. For more information on commodities that PIA Cargo transport
Air Cargo Tracking
Through this online tracking facility you can get real time status information on your shipment.
Simply select the airline, verify or change the prefix of your shipment numbe
Premium freight
Premium Freight is an airport to airport (to-door optional) time definite service product
providing priority loading and a flown as booked status. Much like a Business Class passenger,
Premium Freight would take priority offering priority handling, flown as booked status.
Maxload
PIA Cargo Maxload is a one of its kind product primarily designed to cater to the needs of high
density cargo (350 Kg / CBM or more) on subsidized rates.
Maxload provides a tailor made solution to the shippers who wish to move heavy density
shipments, to any destination, even in low quantities, but on economical rates. Maxload provides
our valued business partners with such an opportunity while not compromising on the service
excellence.


PIA Speedex
In the 1970s, Pakistan International Airlines pioneered the express delivery of shipments across
Pakistan. The Air Express service delivered documents and parcels from one airport to another,
ushering in the dawn of the courier industry in Pakistan.
In 2003, PIA expanded the scope of Air Express and launched a full-fledged courier service, and
PIA Speedex was born. Initially serving Karachi, Lahore, and Islamabad, PIA Speedex grew
rapidly and another 12 major cities were added to the network. Today, PIA Speedex offers
premium courier services in 70 cities across Pakistan, and shipments are collected from and
delivered to the doorsteps of our customers.
Capitalizing on PIA's cutting-edge information technology infrastructure, PIA Speedex
pioneered the online tracking and tracing of shipments in Pakistan, enabling customers to track
the status of their parcels at each transit point, until delivery. A range of delivery options also
catapulted PIA Speedex to the position of a credible and reliable industry leader, giving
customers flexibility and choice at highly affordable rates.
PIA Speedex will soon branch out into the international marketplace, offering customers a
unique mix of speed, reliability, and affordability.PIA Speedex offers a range of flexible delivery
options to suit your budget and your needs.
Same Day Speed
Perfect for businesses, the Same Day Speed service delivers mission-critical documents or
parcels on the same day that you ship them. Delivery times depend on when you book your
shipment and the availability of flights.
Overnight Speed
The Overnight Speed service works while you sleep at night. Your parcels and documents are
delivered to their destination the next day, depending upon when you book your shipment and
the availability of flights. Businesses use the Overnight Speed service for the delivery of official
documents that are transported at night and arrive at their destinations the next morning, just in
time for the start of the day's work.
Second Day Speed
The Second Day Speed service delivers your shipment to its destination within a 2 day period.
This cost-effective service is ideal for heavy packages and for deliveries where time is not of the
essence.

Specials at Rs. 90 Per Service
Time Definite Delivery: This is a great service for customers who would like a shipment to
arrive at its destination at a specific time. Give us a time and we'll get your consignment
delivered - on the dot.
Holiday Service: PIA Speedex delivers, 365 days a year. Don't worry if it's a holiday as our
Holiday Service ensures that your shipments are delivered around the year to all destinations
across Pakistan. When no one else can deliver, we do.
Fragile Handling: Sensitive items need to be handled with care. PIA Speedex offers a special
service for fragile goods and you can rest assured that your shipment will be delivered to its
destination, safe and sound, without any damages.
Corporate Deals
Corporate customers with high volume courier needs can benefit greatly from the discounts
offered by PIA Speedex. If you'd like to sign up for our special corporate deals, please contact
PIA Speedex Sales, for more information on benefits and rates.
One-Off Deals
PIA Speedex offers special rates for one-time movements of bulk quantities or heavy items.
Please contact PIA Speedex Sales for more information about our special one-off deals.
Seasonal Products
When the season is right for special products, such as Pakistan's world-renowned mangos, PIA
Speedex offers door-to-door delivery of the finest export quality mangos. Wrapped in elegant
and attractive packaging, in 5 Kg and 10 kg boxes, PIA Speedex will brighten up your day with a
special delivery of mangos








Recommendations

Speedex should move across borders
The Speedex facility should go across borders and not just stay city to city. Facilities should be
made for people to transfer or send goods, documents and other items abroad.
Network should be made vast
Current airline international network should be enhanced. More destinations should become a
part of the airlines network.
Improved training of air hostesses and stewards
Training should not only be supervised when given but feedback should also be taken from
customers travelling with the airline about the service provided by the employees.
PIA hotels stay
Hotel stays and city tours should be facilitated by the airline in case of long transit hours.