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Consumer Protection

Consumer Protection (CP) Branch of Air Transport & Economic Regulation (AT & ER) Directorate performs the oversight role for continual improvement of passenger facilitation and satisfactory redressal of passengers’ grievances by Airlines and other stakeholders.

CP Branch regulates Airlines for redressal of passengers’ grievances in accordance with International Civil Aviation Organization (ICAO) Conventions, especially “The Montreal Convention, 1999, Chapter XXI” and respective national legislation i.e. “Carriage by Air Act 2012, Government of Pakistan”.

Furthermore, CP Branch performs the oversight role for the adherence of ICAO Standards and Recommended Practices (SARPs) by Aircraft operators and Airport operators as enunciated in Annex 09 – Facilitation. Air Navigation Order – Facilitation (ANO-002-ATCP-1.0) has been issued in this regard.

Subsequent to the analysis of European Union ‘Air Passenger Rights’ as well as regional practices in this regard, Air Navigation Order – Air Passenger Rights (ANO-001-ATCP-2.0) has been issued to promote passenger facilitation and care by Airlines, especially in case of flight delays and cancellations.

The aforementioned documents are available for viewing on the AT Publications link.

In line with National Aviation Policy (NAP) 2015, software is being developed for Monthly Rankings of Pakistani and Foreign Airlines on the basis of Regularity (least Cancellations) and Punctuality (least Delays).The said monthly ranking of Airlines would be displayed in this section for the information of consumers / passengers so that they could have an idea of the relative customer service level of the competing Airlines on domestic and international routes.

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