Air Passenger Rights (ANO) PCAA

Air navigation order

The DG CAA of Pakistan has issued the ANO for Air Passenger Rights to ensure that all the passengers are properly compensated in case of their Baggage loss/Damage, injury and death, denied boarding, cancellation, long delays, and package holidays, etc. This order applies to all the airlines operating to and from Pakistani airports. The Director of air transport and economic regulations has all the rights to maintain, update, review, distribute, or dispose of the order as per ANO-001-ATCP-2.0.

The civil aviation authority had received many complaints from passengers about the treatment and services of commercial air operators. The competition among a large number of air operators for providing cheaper services is the main reason why the interests and certain basic human rights of passengers are being ignored. This order will safeguard the interests of the travelling passenger by providing a list of minimum facilities provided to the passenger.

Flight and Reservation Information

The airlines/agents shall provide each passenger accurate information about flight details and reservation status whenever the passenger enquires to book a flight. The information must be given from the computerized reservation system and passed on to the passenger in a print-out form. In particular, the different options available for a journey, such as:

• Non-stop flights
• Connecting flights
• Flights with stops but without a change of aircraft
• Change of aircraft during the flight
• Stops en route during the trip
• Transfer between the airports during the trip
• All the fares available from the airline are applicable
• The identity of the aircraft that is providing service, as opposed to the carrier mentioned on the ticket

Full assistance in the form of meals, beverages, communication facilities, and a hotel room for the night, if necessary, to all stranded passengers, even if the cancellation or delay was caused by extraordinary circumstances or an incident.

Denied Boarding

In case of denied boarding, the passenger shall be compensated, and full assistance will be given. In addition, the airline has to anticipate the alternative transport or re-routing to the final destination. Moreover, the airline also has to offer reimbursement of the full cost of the ticket segments that were not used. This applies when the passenger checks in on time for any type of flight.

If there are too many passengers for the seats available, then the airline must first ask for volunteers to give up their seats in return for agreed benefits. This includes the choice of either a refund or alternative transport to the passenger’s final destination. If the passenger is somewhere between then, a free flight back to the initial point will be provided.

Cancellation

Whenever a passenger flight is cancelled, the operator must give the passenger a choice: either a refund of their ticket (with a free flight back to their initial point of departure, when relevant) or arrange other transport to their final destination airport, which includes meals and refreshments, hotel accommodation, and communication facilities. The passenger shall be properly informed about the alternate transport. Refunds may be in cash, by bank transfer, or with the passenger’s signed agreement, travel vouchers, and must be paid as soon as practicable. If the passenger is not getting these facilities, they can complain to the airline operating the flight.

Long Delays

The airlines shall provide immediate assistance if the passenger has checked in on time from a Pakistani airport for any flight, including non-scheduled/ charter flight, or for any flight to a Pakistani airport when operated by a Pakistani operator from outside Pakistan, and if the airline expects a delay:

• Of 2 hours or more, for flights of 1500 km or less.
• Of 3 hours or more, for longer flights within Pakistan, and for other flights between 1500 and 3500 km.
• For flights of 4 hours or more for flights over 3500 km outside Pakistan, the airline must serve meals and refreshments, hotel accommodation when necessary (including transfers), and communication facilities.
• When the delay is 5 hours or more, the airline shall also offer to refund the passenger’s ticket (with a free flight back to their initial point of departure, when relevant).

Baggage Loss or Damage

If the baggage of the passenger gets damaged due to destruction or any other reason, loss or delay on a Pakistani airline. Then the passenger may claim for the damage anywhere in the world. If the airline doesn’t agree, then the passenger may seek the help of the law for redressal. The damage to the checked-in baggage must be reported to the airline representative. The claim is made from the contracting airline or from the actual operator of the flight, and within 7 days of its return. And for delayed baggage within 21 days of its return.

Injury and Death in Accidents

The passenger may claim damages caused by injury or death resulting from an accident on a flight of a Pakistani airline, anywhere in the world. The passenger will have the right to an advance payment for immediate economic needs. If the airline does not agree with the passenger’s claim, he may seek redress in accordance with the law. The claim can be made on the airline with which the passenger has the contract or the airline that actually operated the flight, if the two are different.

Enforcement

The passenger may report the incident to the CAA Director of Air Transport and Economic Regulations when affected by denied boarding, a cancellation, or a long delay. The Director will investigate the case and take necessary action to settle the issue. In case of non-compliance, financial penalties may be imposed on the operator or airlines. Alternatively, the complainant may file a case in a Consumer Court against the airline for violating conditions of carriage.

Enforcement action/imposition of financial penalties for contravention of civil aviation rules/regulations

• Financial penalties
• Suspension/cancellation of the air operator certificate
• Suspension/cancellation of RPT/charter/aerial work license

1st Occurrence	2nd Occurrence		3rd Occurrence
Rs. 20,000	Rs. 40,000		Rs. 60,000
In case of violations of serious nature, penalties may be enhanced up to:
Rs. 30,000	Rs. 60,000		Rs. 100,000*