How to File a Complaint With the Civil Aviation Authority
If an airline does not resolve your complaint, you can escalate to the Civil Aviation Authority, which regulates airlines in Pakistan. Start with the airline in writing, keep evidence, and check the authority’s website (caapakistan.com.pk) for its current complaint process, because forms and contacts change.
First, complain to the airline
Write to the airline’s customer relations and keep a copy. Include:
- Your name and contact details, booking reference and flight details.
- What happened, with dates and times.
- What you want: a refund, rebooking, compensation or an apology.
- Copies of documents and receipts, not originals.
Give the airline a reasonable time to reply. If it does not respond or the answer is unsatisfactory, escalate.
Escalate to the authority
The Civil Aviation Authority (see PCAA) is the regulator for airlines and airports. It has dealt with complaints about refunds, delays, baggage and offloading, and has taken action against airlines over delays and passenger rights violations, according to news reports. Check its website for the current complaint channel and contact details.
Include in your complaint:
- A short summary.
- Your correspondence with the airline.
- Supporting documents.
- What outcome you seek.
Other routes
Depending on the dispute, consumer protection bodies, your card issuer or payment provider, or legal advice may help. This is general information, not legal advice.
What to expect
Processing times vary. Keep copies and note dates.
Related: passenger rights, how to claim compensation.
General information only, not legal or safety advice. Details change; check with your airline and the relevant authority. See our editorial policy.