Feedback and Complaint

Passenger Feedback & Suggestion Cell (PF&SC) has been established at BBIAP for expeditious disposal of complaints. An online E-complaint System has also been designed for lodging passenger complaints / suggestions for betterment / facilitation of passenger, meeters and greeters.

Modes of Complaints:

If the complaints of passengers are not timely resolved by the concerned Airline or handling agents then Passengers can lodge their complaint and feedback to CAA for expeditious disposal, through following modes:

Complaint Register
Feedback and Complaint
Placed in all Lounges at CAA Facilitation / Information Desk / Concourse Hall - DTM office
Airport Services Feedback Form
Feedback and Complaint
Complaint Box
Feedback and Complaint
Tool Free Numbers
Feedback and Complaint
0800-00114
UAN Number
Feedback and Complaint
111-222-114
Via Email
Feedback and Complaint
feedback.bbiap@caapakistan.com.pk
apm.islamabad@caapakistan.com.pk
Feedback and Complaint
  • Complaint Registers
    (Placed in all Lounges at CAA Facilitation / Information Desk / Concourse Hall - DTM office)
  • Complaint / Suggestions Boxes
  • Toll Free No. 0800-00114
  • UAN # 111-222-114
  • Complaint E-mail: feedback.bbiap@caapakistan.com.pk
  • Online Web based E-Complaint & Feedback System
  • Official Mail: apm.islamabad@caapakistan.com.pk
  • On-spot complaints are resolved by DTM / DFO / DVO, as applicable.
  • Vigilance related complaints are lodged by Passengers / meters / greeters in DTM Office.

Procedure:

  • On receipt of a complaint, the same is scrutinized by Officer Incharge PF &SC and entered in the software system and a Tracking Number is allotted.
  • The complaint is sent to the concerned CAA section / airline / agency for investigation and comments.
  • An interim reply is also sent to the Passenger / complainant within 48 hrs.
  • On receipt of comments from the concerned office proper reply is given to the passenger / complainant.
  • Proper follow up action is taken till resolution / settlement of a complaint.

Feedback and Complaint

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