Introduction
Pakistan International Airlines (PIA) is Pakistan’s national carrier and one of the oldest airlines in Asia, operating for over 70 years. As the country’s primary airline, PIA connects Pakistan to the world with a vast network of domestic and international routes. Like many legacy airlines, PIA has seen its ups and downs over the decades. This review aims to provide a thorough analysis of the airline’s services, including booking, check-in, airport experience, punctuality, in-flight comfort, cleanliness, food and beverages, baggage handling, value for money, and the overall experience. We will evaluate each area based on real user feedback and my comprehensive research.
Booking & Website/App Experience with Pakistan International Airlines
Rating: ★★★☆☆ (3/5)
Booking Process
Booking a flight with Pakistan International Airlines (PIA) can be an easy process if you are familiar with the airline’s systems. The website (www.piac.com.pk) and mobile app are the two primary methods to book flights. On the website, the interface is relatively simple and user-friendly, allowing customers to choose their departure and destination cities, travel dates, and preferred class. The flight search process is quick, and prices are visible with just a few clicks.
However, many users have reported glitches, particularly with the payment system. There are instances where customers have faced errors during the payment process, causing frustration, especially for international bookings. Some travelers have mentioned that the website often shows discrepancies in pricing, offering a fare and then unexpectedly increasing the price at checkout, which can be misleading.
On the other hand, the PIA mobile app, while handy for booking and managing bookings, also has similar issues, especially with lag and slow loading times. Despite these issues, the booking platform is still functional, but travelers should be cautious, as glitches might occur, particularly when trying to make changes to an existing reservation or when booking complex itineraries.
Ticketing & E-Ticket
Once the booking is complete, users generally receive an e-ticket via email or text message. However, some passengers have complained about delays in receiving the confirmation email, making it challenging to confirm bookings immediately. While the majority of travelers do not report issues once the ticket is confirmed, a small percentage of customers found the confirmation email to be inaccurate, leading to confusion regarding their booking details.
Check-in Process with Pakistan International Airlines
Rating: ★★★☆☆ (3/5)
Online Check-in
PIA provides an online check-in service for most of its flights, allowing travelers to check in up to 48 hours before their flight. Online check-in is generally convenient, but there are mixed reviews regarding its functionality. Some passengers report that the process is seamless and efficient, with easy seat selection and quick boarding pass generation. However, others have faced issues with the online check-in system, including difficulties selecting their seats, errors during the check-in process, or not receiving their boarding passes. The system sometimes times out during peak booking times, leaving travelers frustrated and scrambling to check in manually at the airport.
Airport Check-in
At the airport, PIA’s check-in counters are often staffed by polite and courteous personnel, but the process can be slow and disorganized. Passengers traveling during peak hours or busy seasons frequently report long queues at check-in counters, leading to a stressful and time-consuming experience. The wait time for check-in can be particularly long for international flights, especially during the summer and holiday seasons.
Despite these delays, the staff is typically helpful in resolving issues. Passengers with special needs or families traveling with children often report receiving attentive support. However, more could be done to streamline this process, particularly in high-traffic airports. Additionally, luggage check-in might also take longer than expected, with passengers having to wait in long lines for bag drop.
Airport Experience for Pakistan International Airlines
Rating: ★★★★☆ (4/5)
Airport Facilities
PIA’s airport experience varies by location, with larger airports offering better services. At major international airports such as Islamabad, Karachi, and Lahore, PIA’s check-in counters are well-marked, and the staff is generally knowledgeable about procedures. However, one common issue mentioned by many travelers is the lack of sufficient seating in waiting areas. PIA is often located in busy terminals, which can result in overcrowded areas.
PIA does provide access to lounges for business and first-class passengers, but reviews about these lounges are mixed. Many passengers have found them to be basic and lacking in modern amenities compared to what other international carriers offer. In smaller airports, the facilities are more limited, and the overall atmosphere tends to be more chaotic.
Security and Immigration
Security and immigration procedures are typically standard and consistent with international norms. PIA, being a major carrier, does not seem to have any particular advantages or drawbacks in this area. Travelers have reported both smooth and delayed experiences, depending on the time of travel and the airport’s security efficiency. During busy seasons, delays in immigration and security checks are common, and passengers should allocate extra time to navigate these processes.
Punctuality of Pakistan International Airlines
Rating: ★★☆☆☆ (2/5)
Flight Delays and Cancellations
One of the most frequent complaints from passengers flying with PIA is the airline’s poor punctuality record. Delays and cancellations are a common issue, particularly on international routes. Passengers have reported delays of several hours, sometimes without clear or timely communication from the airline. This lack of transparency regarding the reasons for delays or cancellations has been a source of frustration for many travelers.
On several occasions, passengers have noted that they were not provided with adequate information or compensation for flight disruptions. PIA has occasionally been criticized for its poor management of delays, with some passengers left stranded at airports with no clear guidance on rescheduled flights or accommodations. While PIA does make efforts to communicate when a flight is delayed, the inconsistency in updates is a major point of dissatisfaction.
Customer Service During Delays
While the cabin crew is typically polite and tries to assist passengers, the ground staff often lacks the level of customer service expected in such situations. This has contributed to dissatisfaction among travelers who had their flights delayed. For international travelers, the uncertainty surrounding delays can be especially stressful, as they are often left in limbo regarding rebooking and compensation.
In-flight Comfort & Cleanliness of Pakistan International Airlines
Rating: ★★★★☆ (4/5)
Seating Comfort
The seating comfort aboard PIA flights generally receives positive feedback, especially on newer aircraft. Passengers on long-haul flights typically report that the seats are comfortable, with decent legroom, especially in business class. In economy class, while the seats are adequate for short to medium-haul flights, they can feel cramped for larger passengers, particularly on older planes. Seat recline options are basic, and on some aircraft, the seats may not have adequate padding for longer journeys.
For premium class passengers, the comfort level is considerably better, with wider seats, more legroom, and fully reclining options. The cabin layout in business class is generally more spacious, offering a more comfortable flying experience. However, older planes in PIA’s fleet sometimes show their age, with seats in need of more maintenance.
Cleanliness
Overall, PIA maintains a reasonable standard of cleanliness on their flights. The cabins are generally well-kept, with the crew regularly cleaning the aisles and bathrooms throughout the flight. However, passengers on older aircraft sometimes report that the cleanliness could be improved. The bathrooms, in particular, have been a point of criticism for some travelers, as they are sometimes found to be not as clean as they should be, particularly on longer flights.
In-flight Services of Pakistan International Airlines
Rating: ★★★☆☆ (3/5)
Entertainment and Amenities
PIA provides a range of in-flight entertainment options, including movies, TV shows, music, and games. However, the quality of the entertainment system is often criticized for being outdated, especially on older aircraft. Many passengers report that the screens are small and the selection of movies or shows is limited. The entertainment system often malfunctions, requiring passengers to report technical issues to the crew.
In terms of comfort items, PIA offers pillows, blankets, and basic amenities in economy class, though they are generally not of the highest quality. Passengers in premium classes report better offerings, with higher-quality pillows, blankets, and additional items such as noise-canceling headphones.
Cabin Crew Service
The cabin crew aboard PIA flights is generally polite and professional. Most passengers find the staff to be attentive, especially in premium cabins. However, there are reports that the service can be inconsistent in economy class. Some passengers feel that the crew is rushed and impersonal, particularly on long-haul flights, while others report friendly and helpful staff.
Baggage Handling of Pakistan International Airlines
Rating: ★★★☆☆ (3/5)
Baggage Delivery & Claims
Baggage handling with PIA has received mixed reviews. On the positive side, most passengers report their luggage arriving at their destination without significant issues. However, delays and occasional mishandling of luggage are common, particularly on international routes. Several travelers have shared experiences of their baggage being delayed for hours, or even days, upon arrival at their destination.
Damage to luggage is another area where PIA’s baggage handling comes under scrutiny. Some passengers have received their luggage with broken zippers, damaged wheels, or other visible wear and tear. While PIA’s baggage claim process is relatively straightforward, the airline does not always offer immediate resolutions, and compensation for damaged luggage can be slow.
Value for Money of Pakistan International Airlines
Rating: ★★★★☆ (4/5)
Ticket Prices
PIA is known for offering competitive fares, particularly on routes to and from Pakistan. The airline’s prices are generally lower than many of its international counterparts, which makes it an appealing option for budget-conscious travelers. While it may not offer the same level of luxury and service as some international airlines, it does provide good value for the price, particularly for those flying within Pakistan or to destinations in the Middle East, Europe, and North America.
For travelers seeking low-cost options, PIA is often considered an affordable alternative, especially considering the relatively high cost of other carriers servicing similar routes. Although its service can be inconsistent, the affordability of PIA is hard to overlook.
Overall Experience of Pakistan International Airlines
Rating: ★★★☆☆ (3/5)
Final Verdict
PIA offers a mixed bag of experiences. For budget travelers, especially those flying to and from Pakistan, it provides excellent value for money. However, passengers should be prepared for some drawbacks, including delayed flights, outdated in-flight entertainment systems, and occasional service inconsistencies. PIA excels in providing competitive pricing but falls short when it comes to reliability and modern amenities.
The airline’s cleanliness, in-flight comfort, and friendly staff help offset some of the inconveniences faced by passengers. While its punctuality and baggage handling need improvement, the overall experience is still satisfactory for those willing to trade some luxury for a more economical flight.
Final Rating: ★★★☆☆ (3/5)
Pakistan International Airlines can be a solid choice for travelers seeking budget-friendly flights, but they should manage their expectations regarding punctuality and in-flight services. PIA is a suitable option for travelers willing to endure some inconveniences for lower fares, but those seeking premium service may want to look elsewhere.