KARACHI: The Pakistan Airports Authority (PAA) has implemented a QR code-based complaint management system at Islamabad International Airport (IIAP), aiming to improve passenger satisfaction and modernise feedback processes.
The initiative was launched from the PAA Headquarters at Jinnah International Airport, Karachi, as part of efforts to streamline communication with travellers.
How it works
Passengers can now spot QR codes at key locations across IIAP. By scanning these codes, they are directed to a digital interface, making it effortless to lodge complaints or provide suggestions. This innovation simplifies communication and reflects the airport's focus on improving the passenger experience.
Multiple feedback channels
In addition to QR codes, travellers have several other options to voice their concerns or suggestions:
- Online Portal: Visit Islamabad Airport's website, navigate to the “E-Complaint” tab, and select “Lodge your complaint”.
- Email: Feedback can be sent directly to feedback.iiap@caapakistan.com.pk.
- Manual Submission: Complaint registers are available at designated PAA counters for passengers who prefer physical submissions.
A spokesperson for the PAA emphasised the significance of the system, stating, “This initiative enables us to address passenger concerns more efficiently, ensuring a smoother and more enjoyable experience at Islamabad International Airport.”
The early response has been positive, with travellers praising the convenience of the QR code system and its alignment with modern technological trends.
Future expansion plans
Encouraged by the system’s success, the PAA plans to extend the QR code-based mechanism to other airports nationwide. This move highlights the authority’s commitment to providing consistent, high-quality service across Pakistan’s airports.
The new complaint management system positions IIAP as a pioneer in customer-centric innovation, making air travel more comfortable and accessible for passengers.