Federal Ombudsman Directs Federal Agencies to Ensure Passenger-Friendly Services at Bacha Khan Airport
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Federal Ombudsman Directs Federal Agencies to Ensure Passenger-Friendly Services at Bacha Khan Airport
Published August 27, 2026 | 05:50 PM
PESHAWAR, (APP – UrduPoint / Pakistan Point News – 27th Aug, 2026)
Federal Ombudsman Khyber Pakhtunkhwa Regional Head, Muhammad Qasim Jan, on Thursday directed federal agencies operating at Bacha Khan International Airport to:
- Ensure uninterrupted, efficient, and passenger-friendly services, especially for overseas Pakistanis.
- Remove unnecessary hurdles in immigration and other procedures.
During a surprise inspection of the airport, Qasim Jan reviewed the performance of the One Window Facilitation Desk (OWFD) and facilities provided to passengers. He was accompanied by Deputy Adviser Bakhtiar Gul and other members of the inspection team.
The team inspected:
- Counters and operations of the Pakistan Airports Authority, FIA Immigration, Airports Security Force, Anti-Narcotics Force, Pakistan Customs, NADRA, PIA, Bureau of Emigration and Overseas Employment, Directorate General of Immigration and Passports, Overseas Pakistanis Foundation, Border Health Services and Overseas Employment Corporation.
Qasim Jan visited different sections of the airport, including international counters and lounges, and sought details from officials regarding facilities available to passengers.
Several passengers shared complaints concerning facilitation, immigration, security checks, customs, baggage handling, and other travel-related issues. Many of these were immediately addressed and grievances resolved on the spot.
Following a female passenger’s complaint, the Anti-Narcotics Force directed that searches of women passengers’ baggage should be conducted exclusively by female personnel.
Qasim Jan also reviewed the functioning of the OWFD, which serves as a joint platform for addressing complaints and difficulties faced by overseas Pakistanis. The team examined:
- The presence of officials.
- Maintenance of complaint records.
- Prompt disposal of grievances.
- Coordination among relevant departments.
He stressed that all federal agencies at the airport must ensure:
- Transparent, efficient, and passenger-friendly services.
- Effective coordination to minimize inconvenience to travellers.
He also called for:
- Prompt disposal of complaints.
- Elimination of unnecessary administrative delays, particularly in immigration, security checks, customs, baggage handling, and services for overseas Pakistanis.
Qasim Jan stated that, in line with the directions of Federal Ombudsman Pakistan Naveed Kamran Baloch, monitoring and inspection of public-facing federal institutions would continue to:
- Improve service delivery.
- Curb maladministration.
- Ensure speedy and effective resolution of public complaints.
