Aurora Magazine

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Is PIA salvable?

Updated 05 Dec, 2017 09:59am
Tyrone Tellis
Can Pakistan International Airlines make a comeback and again be the darling of air travellers?

It would be very poignant for the veterans at our national airlines to view the Emirates inaugural flight video that is doing the rounds on social media. Like a spent star watching with mixed emotions the first performance of a youngster she gave a break to, PIA can only reflect on what was and lament the fact that the time and the crowds have passed her by.

Read 'Flying high on celebrities'

Our national carrier was the star of the airline industry, giving stellar performances, rarely fluffing her lines. In her heyday, like an actor in her youth with an insight in to what is sellable, PIA knew exactly how to please the crowds, she was the leading lady, the talk of the town. No it wasn’t only branding or advertising; yes, they were amazing, but they were strongly backed up by a service oriented organisation.

Can PIA make a comeback and again be the darling of air travellers? I’m sure that if there is one brand most people in Pakistan would love to see resurrected it would be PIA. We love nostalgia, we remember the 1992 World Cup win and dream of being top of the world again. Similarly, we see those wonderful PIA ads and we fall in love all over again.

Recently, I and other members of the Khalid Alvi Marketing Next Facebook page had an amazing opportunity to interact with a legend in the aviation industry, Richard Bates. Bates, who had been hired to work for PIA by Shaukat Aziz in 2009, has built some of the most popular airline brands, including, Emirates, Etihad and Virgin. Before that he worked for agencies such as FCB, Grey and Saatchi.

So what did he reveal to us? First off he spoke about getting the basics right – no not price, promotion, etc. As he put it: “Let me state very simply, before you even start on marketing an airline, you need to ensure that it fulfils the basic hygiene factors, it must be safe, secure, clean and punctual.”

He highlighted the role of the staff and was impressed that almost all of their staff had never worked for another airline. He emphasised that the top man is key and that for an airline everyone, from the CEO to the janitor, is responsible for service delivery. For PIA to regain its lost glory, it needs to highlight the core values that all Pakistanis share whether in Houston or Vehari.

When asked whether PR could work or whether digital media had changed the scenario for PIA, he was very clear: “The reason Emirates and Singapore Airlines are among the most highly rated global airline products is that they have jealously guarded their product integrity. It may now be as cheap as chips to tell the world about yourself via digital media, but the fact remains that in order to stand out from the crowd, you need a product positioning which is both solid and contemporary.”

Bates placed importance on excellent customer service as well as believing that marketing is not a department, but everything a company does or fails to do. Another area he highlighted was that dead weight (in the form of over-staffing) was a major threat to a resurgent PIA. He spoke about how British Airways under James Hogan went from a staff of 50,000 to 30,000, but all the 30,000 were in his words- “were absolutely convinced that the customer was their ultimate boss.”

"Dead weight (in the form of over-staffing) is a major threat to a resurgent PIA."

— Richard Bates, Former Director Special Projects, PIA.

Bates was probed whether he believe PIA was salvable. To the surprise of many of us, he say he firmly believed the airline could return. The formula according to him? If the will of the staff is mobilised by a visionary leader, to create an airline that is relevant to the travelling needs of all major segments. A PIA offering based on not only nostalgia but something more tangible – service you can rely on, day after day. Now, the people in that kind of company would really be great people to fly with.

Tyrone Tellis is a marketing professional working in Pakistan. tyrone.tellis@gmail.com

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Comments (100) Closed



Hamid shafiq Oct 30, 2015 03:19pm
Day dreaming is a bad habbit
citizen Oct 30, 2015 03:41pm
PIA is not savable..only dissolvable !
Failed Fisherman Oct 30, 2015 03:51pm
You have already answered Mr, "Service Oriented Organisation (aka People)".
Zubair Ahmad Oct 30, 2015 04:04pm
Instead getting rid of staff, Ask each and every member of staff to write down and tell about his /her performance in PIA and give practical suggestions for real improvements.Then Authorities should summarize them and try their level best to implement those suggestions. PIA one of the best name will keep its glory.
Muhammed Ali Oct 30, 2015 04:34pm
Crooks over the years are to blame...leaders who put their family and friends in positions they know nothing about...cronies who are willing to delay the departure of a plane for a "MATE" is anyone surprised PIA is where it is now?They would NOT get away with it in any other country.My 1st flight was on PIA in 1974 but since the early 90s Emirates all the way..
haque khan Oct 30, 2015 04:40pm
Most of the people in the world would never fly PIA because it does not serve booze. First they have to start serving that and then they can top it off with good service and only then there may be a chance...............
M. Malik Oct 30, 2015 04:57pm
Yes, I do believe PIAC can be revived and return to its glorious era of the 70s and 80s, if: 1) Payroll is trimmed, political appointees are fired, and SMEs with proven track record and merits are retained to run a lean and efficient organization; 2) Management is overhauled and best managers and executives with direct air line experience are hired; 3) Old fleet is discarded, and new, fuel-efficient planes are leased or purchased; 4) Review its network and competitiveness internationally; 5) Limit the intrusion of Gulf carriers with unlimited landing rights curtailed to let PIA compete. 6) Branding, staff training, moral and in-flight and ground services are improved to gain customer satisfaction, and repeat business through word of mouth, as well as targeted marketing campaign, Short of these measures, it would be a futile effort. PS. I am available for the right price as a Consultant!
Munir Oct 30, 2015 05:03pm
Airline is a very demanding business. On top of that being a parastatal (a government owned and run organisation) add more challenges to the business. It is not workable. Just close it, shut it down and move on. Instead of pumping billions in a white elephant and bleeding monster, create an enabling environment for private sector to get into this business, if they really think that they can make money while running as a national carrier.
Munir Oct 30, 2015 05:07pm
@haque khan , haha, I do not smoke and drink and I will travel an airline that does not allow drinks on its flight and may be even no non-veg, but will that airline be a viable venture, it is nobody's guess. It will be a failure from the word start. But that is not the problem with PIA, airline is a demanding business and it gets more demanding with government's involvement. Just shut PIA down and create enabling environment for private sector to take a plunge, if they do want to!
Ahmed Oct 30, 2015 05:35pm
MUNIR; I totally agree with you. Not serving the Alcohal is not the issue at all. Instead people needs an airline that strive on quality and security that can be achieved by merit only...
Manzoor Oct 30, 2015 06:02pm
Let us be honest ,it is PPP that is responsible for the decay of PIA .It inducted jiyalas into the company built painstakingly by that doyen of Pakistani air, Asghar Khan.
Amir Oct 30, 2015 06:06pm
What does 'salvable' mean ??? The right correct word should be 'salvageable' if I have go the spelling correct!.
Shahzada Ansari Oct 30, 2015 06:06pm
I strongly believe that we have to get of people loyal to other airlines, who will never let PIA come back. An airline is ruling on the world now, at the cost of PIA downfall. We all know this airline and we love it. Just notice the growth of this airline with down fall of PIA, which was at one time pride of world. Surely it can be revived. Just get rid of People League and Muslim League from the union, who are taking turns here also
Muhammed Ali Oct 30, 2015 06:49pm
@haque khan Why should the serve BOOZE??? Its has a wide muslim base mostly Pakistanis , look at its service in Pakistan dreadful...my daughter was delayed for 1 hours last year, do you think anyone at Islamabad cared?? No chance..
Imran Kidwai Oct 30, 2015 06:49pm
Just commenting on your headlines.It is definitely salvable.All it requires is HONESTY all around.Everything will take care of itself.
Akhtar Oct 30, 2015 06:53pm
I flew with PIA recently. The planes are old. The entertainment system did not work. The staff were polite and food was OK.
JUSTICE Oct 30, 2015 07:06pm
As long as Asif Zardari and Nawaz Sharif remain in Pakistan's politic, there is no future for PIA to grow due to huges corruption and political appointees, same thing goes for the Pakistan Railway.
shaikhzada Oct 30, 2015 07:20pm
Strong visionary Leader. that's all PIA needs.
Umair Oct 30, 2015 08:02pm
It hurt me inside to see our country carrier PIA over the years has been going down the hill and it can return back ofcorse it can and I believe it will. It needs new aircrafts like 777, 787-8, 787/9 and a330-300's. It needs to reduce staff big time to run affetive and efficent. It will need strong government support. Not just sell it out or privatise the national carrier. Yes may be for some time privatise it sell it to big brands such as Emirates, Etihad or Qatar just to bring it back on its feet. And yes they need to compete on price as well because it is a bit more on the expensive side that other carriers. I love my country Pakistan and I would love to fly with PIA again.
Muhammad Irfan Oct 30, 2015 09:08pm
Now the Emirates Airline brain child of PIA is celebrating its 30th Anniversary with excellent success where as PIA has lost its dignity during 30 years. Now the fuel prices are supporting Airline business as they are beneficiaries.. This situation may remain 3-5 years and the PIA has opportunity. The turn around can be achieved with the support of Govt. if they stop intervene in the commercial decisions and not to accommodate in- efficient staff. Human recourses are biggest cost.Staff selection based on their competency brings assets instead of liabilities. They should eliminate the waste and keep the good staff on their fleet. Furthermore all concessional fair should be withdrawn, bogus booking or favourable booking should be eliminated so that they can maximise the revenues. All non profitable routs to be diverted towards profitable routs. If such steps are taken they will improve their liquidity and will be less dependable to add additional planes in their fleet .
Zafar Dahir Oct 30, 2015 09:50pm
Huge sums in the shape of liquidity injection as well as tax exemptions by the Govt., delayed n deferred payments to CAA could not make the things go ever since the turn of the century. Plundering of resources n wastage of human expertise, political appointments and placement of non professionals on technical assignments could be cited a few reasons among array of blunders. Incompetent management and government control on its affairs through 1951 Act are the major impedements in becoming a turn around public company. Privatize it, the only solution . But one knows that PIA blood suckers n beneficiaries will put all the obstacles in not doing privatization. Ban the union under essential service act and let the international bidder take the control to prepare this losing public concern for ultimate analysis to be a private ltd company.
Parvez Oct 30, 2015 10:20pm
You can't bring the dead back to life.....its wishful thinking.
Syed Mahmood Oct 30, 2015 11:18pm
Being Great is in our D&A as Pakistani. Let's give positive feedback or ideas for the advancement of our nation . There is a saying, 'When You Change The Way You Look At Things , The Things You Look At Change". Yes, PIA like other organizations in Pakistan have a lot of opportunities. Let's work together to fix them.
flipflop Oct 31, 2015 01:10am
Yes it is but first we need to change things in the country. Eliminate VIP system. Bring merit system. Limit political influence in PIA. Preserve temples and heritage sites for tourism(which are almost on ruins simply because we are too busy with political parties). Improve law and order in the country so that people feel secure and once this is done we will see tourism development. Without tourism airlines cannot survive and for tourism to develop. Airline can not simply survive on international flights there's more to it.
Abdur R.Jalalzai Oct 31, 2015 01:16am
This is a true story.I am sorry that I don't remember the dates. My flight to JFK was to originate from Karachi.Two weeks ahead of time I bought two tickets from Quetta to Karachi (One for me and one for my attendant,I being 80 years old).The morning of my departure to Karachi I just thought to check with PIA whether the flight to Karachi was on time;I was told that there was no flight to Karachi that day.I told them I had two confirmed tickets for that date and that my international flight was going to leave early in the morning the next day.I was told very matter of factly that their schedule was changed couple of days ago.I had to rent a car for PR 10,000.00 to catch my flight. When I asked for a refund I was told that I will have to forfeit PR 2000 per ticket because I "Missed" my flight! GREAT PEOPLE TO FLY WITH!
flipflop Oct 31, 2015 01:17am
@Zubair Ahmad the same authorities who hired them simply because he/she was a nawasi of zardari, or some other demonic politician. To improve PIA, eliminate VIP system otherwise ots impossible. If we give Pakistan all the resources of the world and wealth of all the world even then our country will not improve. This is because we elect leaders who are not truthful and the worst part is they are all Muslim. I think voting for a Christian, Hindu, or some other minority to be our in Pakistan will probably bring a positive change. We are not "ISLAMIC "republic of Pakistan from standpoint be it l, ethically, morally, or religiously, etc..
Seedoo Oct 31, 2015 01:25am
@haque khan I don't have any problems with PIA or any airline serving alcohol. However, people hop on a plane to go from point A to point B in a safe, clean, and hospitable environment with high degree of predictability (punctuality). Serving alcohol may increase revenues, but it is not the major reason for airlines to stay in business.
Karachite Oct 31, 2015 02:32am
No. Please privatize it. Governments should focus on providing the public with services and infrastructure, not running businesses.
Hahaha Oct 31, 2015 02:48am
Only a "miracle" can save PIA! PIA's "motto" should change from "miracles we can do, but the impossible takes a lot longer"
M.Ashraf Choudhry Oct 31, 2015 02:52am
I wish Mr Tariq Azeem brother of Shjat Azeem had responded to my email and tel call.Iput my life in stake to rebuild PIA.
Proud Indian Oct 31, 2015 03:14am
@M. Malik and the you can squeeze remaining blood
Sailani Oct 31, 2015 03:28am
@Munir A government cannot run a business, let alone an airline business. It should be sold to a private enterprise to make it into a successful business.. If you want to be a worlds airline and then you offer what the other airlines are offering. Over staffing and dead weight workers will eat into your profits. Mr Bates is right with the vision that he placed for the airline.
A. Ali Oct 31, 2015 03:29am
if you can keep zardari and n sharif away from corruption, PIA is salvable.
Irfan Oct 31, 2015 04:06am
1. Make PIA a true corporation. Not a lip service. Separate it from political influences. 2. PIA may be overstaffed, but it still has employees who can beat the best in the industry. Encourage them, bring them forward. Change the appraisal system. Implement best management practices. 3. Government should not restrict its role to injecting money at the time of crisis. It should rather act as a facilitator. This means enabling aviation policy, supporting civil aviation, facilitating Customs/imports and any other interface. 4. Forget about competing with Gulf carriers. It is simply not a fair competition. Why? Billions of subsidies every year. PIA operates 2 flights from KHI to Dubai (on a 160 seat A320) emirates operates 7 (on a 300+ B777). This is the extent we have let things get into. 4. There should be a limit to PIA's unions, PALPAs, etc. They act rowdy. 5. A visionary leadership with a mandate to overhaul PIA may change its fortunes in no time. 6. No political appointments.
Irfan Oct 31, 2015 04:08am
@citizen You hardly have any idea.
Ravi Vancouver Oct 31, 2015 05:42am
@haque khan It is insane to ask for booze in official Pakistan govt airline.
abdullah Oct 31, 2015 10:11am
@haque khan .Its only pakistanis who are so found of alcohol rest of the world doenot get on the plane for this reason.You need to open up and look around the world and culture before you put this up.I suggest you to travell so you can understand .In the world lives dont revolve around boose.
abdullah Oct 31, 2015 10:15am
@JUSTICE .But railway is getting better.Probably we can make imran the president of PIA so he will have some peace.
Irfan Oct 31, 2015 03:52pm
right intent from right corners is all it takes. The last time we had come close to reviving PIA was when Musharaff appointed Tariq Kirmani. He had things rolling in PIA and it was only a matter of time. Unfortunately, he too became a victim of politicized union , PALPA and SAEP. I believe Kirmani would give you a better assessment of salvaging PIA than Mr. Bates
Irfan Oct 31, 2015 03:55pm
PIA is a mini Pakistan. Everything good or bad about country is reflected in PIA. If you have hope for the country you should be more hopeful for PIA. People complain all the time, citing individual examples. I wonder they had any idea about what goes on in the power corridors when it comes to PIA.
Syed I R Kazimi Oct 31, 2015 08:23pm
We are pleased that an authority like Bates says what we have maintained; PIA can turnaround to its previous glory, if only its core personnel are given an honest leadership sans meddling by politicians and the deadwood, who penetrated and crowded the airline through political nepotism, are unloaded by due process. PIA is still the darling of Pakistanis and any improvement sustained for even a month will fill the seats. There have been quite a few improvements in the last two years but were reversed by political elements bearing upon the management. And let's not forget the un-studied launch of the Open Sky Policy which has been made more Open in the new, so called National Aviation Policy. Talk about dictators thrown up by democracy!
TM Hussain Oct 31, 2015 10:21pm
Undoubtably YES.Provided corruption is routed OUT jointly from the country and PIAC simultaneously.
TM Hussain Oct 31, 2015 10:22pm
Same as aforesaid
mobeen afzal Nov 01, 2015 10:15am
customer service approach of the management is needed not in words but in action. the passenger today is aware of the options available and would chose the airline most suitable for him. internal and external customer service audits must be conducted and the reports taken seriously.
Fazal Karim Nov 02, 2015 12:03am
A country of 200 million without a good air line, unbelievable. If a government can not set thing right for PIA and railways, it has no right to be in power. Unfortunately illiterate public do not judge performance of the leaders on merit, they go by brathery , ethnic and sectarian considerations. They believe poverty and suffering are written in their fate. They go on voting same faces and parties who have failed to deliver repeatedly. Democratic culture needs to be changed.
Farooq khan Dec 05, 2017 05:16pm
The government doesn’t know its job, governance, how is it expected to know how to run a business while in government. With insincere corrupt leaders Incharge, it is not possible to recover a sick unit that is infected to the core.
CONCERNED Dec 05, 2017 05:21pm
Everything is restorable and saveable. Only thing is that a proper business approach is required and even before that, all the politics and labor union has to be dissolved with immediate effect.
M. Emad Dec 05, 2017 05:33pm
Bangladesh Biman Airlines makes profit of about Taka 2.8bn in 2016 (1 Bangladesh Taka = 1.30 Pakistani Rupee).
k p rao Dec 05, 2017 06:33pm
Pray why not? With little dedication and trust this air line can make a come back provided there is no political interference.
Jamil Soomro, New York City Dec 05, 2017 06:42pm
I miss PIA. Having flown for many years New York-Karachi route.Excellent Pilots,Food and Service. My sincere best wishes for their quick recovery from the present stalemate.
Ali Dec 05, 2017 07:21pm
Yes, PIA can regain its lost glory and again become "Great People to Fly With". The reasons given above are absolutely vital, but we have to add one more factor. Political interference must end, party "jiyalas" should not be given jobs in the national flag carrier, as its not an employment agency. Jobs should be strictly on merit. Why do we have two airline unions, one linked to PPP and the other linked to PML? This is absurd. Airline unions must be professional, like the pilots, cabin staff or engineer's unions who would be committed to serve the airline. Finally, a culture of "service excellence" must be developed, all this is possible and must be done. Remember PIA created Emirates and others.
Maryam siddique Dec 05, 2017 07:28pm
I travel PIA last week to and from Islamabad and absolutely loved it. Its better than Emirates because it is direct and has more luggage limit. I like the food as well. Going forward I will always travel PIA.
Life Dec 05, 2017 08:50pm
PIA has passengers, profitable routes, the infrastructure and skilled labour. The missing thing is will and carry excess luggage of politics. Resolve these two and PIA can beat regional airlines in a decade.
Seedoo Dec 05, 2017 09:48pm
Of course the guy is going to say PIA is salvageable, for if he didn't, he would be the first one to lose his consulting role. However, what he is talking is common sense, but to implement the simplest things he is talking about requires PIA to be a private airline free of political influences and for it to be able to get rid of its deadbeat staff. In order to bring about a cultural change, you need new blood.
Ahsan Gul Dec 05, 2017 09:49pm
Why PIA cannot be the best airline again!! It all depends on management and it’s dedication to make PIA a successful airline of Pakistan. Like any business, no free trips even for PM, strict accountability and waste control, honest passenger’s care and for most no Drugs transportation via it.
Nadeem Dec 05, 2017 09:54pm
@Shahzada Ansari 1000% agree with you.
Nadeem Dec 05, 2017 09:59pm
@Umair Pakistan Zindabad, PIA Paindabad.
Nadeem Dec 05, 2017 10:05pm
@Syed Mahmood, I agree with you.
Aftab Ahmed Dec 05, 2017 10:15pm
@Hamid shafiq Specially in Pakistan this business can not be run by private institutions successful, as the airline industry required huge intial investments. For your kind of information UAE has injected $43 billion in Emirates in last 20 years.
Scorpian 1 Dec 06, 2017 12:15am
why do you need a national airline that is government controlled, today world is based on private sector and competition. Let the business people run the airline, you will see a more efficient, lean, safe and profitable organization.
abbas Dec 06, 2017 02:50am
Being a Pakistani but working in overseas, My dear fellows, PIA can be revived back to old glory days only if all staff working their is sacked or corrected entirely. Political influence should end entirely, hiring and firing on merit, get rid of all old ill-mannered staff treating customers like sheep promotions only on work not on face value, but services and feedback from customers. competitive fares and promotions Customers service, service please.
Concerned Dec 06, 2017 03:52am
PIA... hmm the organization behavior will not change until an overhaul of the culture of organization from top to bottom take place... a task impossible to achieve in current political atmosphere.
Naeem Qureshi Dec 06, 2017 04:23am
I experienced customer service when I had a problem in a PIA flight from Karachi to Lahore Nur Khan personally intervened to solve the issue. The entire staff from him down was focused on customer service. I wish we can bring those days back?
LaHORI KID Dec 06, 2017 07:22am
Look, there is no question PIA needs to be completely overhauled. Airline, you need to ensure that it fulfills the basic hygiene factors, it must be safe, secure, clean and punctual.” And just as important is the attitudes of all employees, inside and outside the planes. There is no wishful thinking here, it is very doable, but like the gentleman said, it starts from the top and goes all the way down to the janitor. And finally, you have accountability, as important as anything. The progress must be measured on a quarterly basis, not yearly. Hope to see the glory of PIA again. Come fly the friendly skies with PIA
LaHORI KID Dec 06, 2017 07:24am
@Hamid shafiq , Everything starts with a dream and than a plan buddy. Its easy to discount your abilities, but don't do that to others, its not healthy either way.
ashraf Dec 06, 2017 07:43am
Good article to kick off a healthy debate if we are ready to have one.. The branding of an airline is also linked to the brand of the country which has suffered immensely since the hey days of PIA. With so much options available to local and international clients, to start with PIA needs new planes and trained/motivated staff .. Not impossible since it has been done in the past..
putho madre Dec 06, 2017 08:02am
The answer is not very long and treacherous, a big NO.
syed akif Dec 06, 2017 09:07am
Of course there are formulas to make any organization viable. But most formulas begin with an "If" - and if wishes were horses, fools would ride. Let us debate on a business-as-usual scenario because the political and social conditions in Pakistan are not likely to change to a point that we become an efficient, rule bound, impersonal Western system. So I would argue against an "If-based formula". Let us a try more tried formulas like giving management control to a strategic buyer; Etihad owns stakes in several airlines: Air Berlin, Seychelles and Alitalia; Emirates partially owns Sri Lankan; and the list goes on). There are stories of total fading away of household names like Pan Am. But if my 35 years of service in Pakistan's top bureaucracy (DMG/ PAS) is any guide then, PIA is not salvable as long as it is with the government. Pakistani bureaucrats and politicians are not likely to reform themselves into becoming their anti-thesis: gentlemen with a total handsoff policy.
Ahmed Dec 06, 2017 12:46pm
I have severed PIA for 35 years and I believe that as long as we have corrupt leadership in country, PIA can never make a comeback
haris Dec 06, 2017 05:32pm
Please avoid making unnecessary comparisons. British Airways after downsizing has acquired a huge lot of machinery (lifters, transporters, etc.) to carry out the daily tasks. Whereas, PIAC has limited capacity to buy advance machinery and therefore, they needed manpower to fulfil the jobs. So, I believe and as already discussed in the series of articles by Ahmed Yousuf at Dawn earlier, the major problem lies with the corruption, embezzlement of funds, ad-hoc decision making, involvement of cronies across all levels. Once these are curbed the question of extra-staffing could be addressed.
Arsalan Kamal Dec 06, 2017 06:08pm
I travelled on an international circuit with PIA for the first time in 20 years last week and my observations are: (1) PIA has excellent customer service, which includes polite helpful staff on the planes and in call centres (2) they have a very generous baggage allowance (3) they serve terrible food (4) their ground crew at check are not great (5) Their planes (including entertainment, upholstery, lavatories) need urgent upgrading. The circuits I flew (london-Khi and Khi-Isb) were reasonably full and the fares were only slightly cheaper than the nearest competitor. So the flights are profitable - the wastage is in the overheads, including funding costs. Its not going to be an Emirates or Singapore airlines anytime soon but PIA can be turned around to be a reasonably profitable airline. It needs three things (1) Honest, competent management who want to make a difference (2) understanding of the staff that the current largess is unsustainable (3) all of us supporting PIA by making it our first choice in and out of Pakistan - its not that bad folks! show some patriotism.
Unshackle Pakistan Dec 06, 2017 08:30pm
PIA can potentially make a comeback but in a different form and as a private entity.
Sarwat Dec 06, 2017 09:39pm
Yes it can and it should. It has been deliberately been destroyed by politicians, and senior executives for personal gains. All the senior office staff should be fired, let go of under performing crew, revamp customer service, cleanliness and improve food quality. It will rise again, inshallah.
romi Dec 07, 2017 01:27pm
RIP PIA
Ishrat salim Dec 07, 2017 02:12pm
cancer has inflicted the airlibe PIA. if it need to be reborn, the organisation need a very strong leader without govt interference. it will be then his choice how to make the airline back on its feet and old glory. this is long shot, but the present lot of political parties will resist as they have politicised the organisation overtime inflicting it with corruption. this is the ground reality. under the circumstances even the best selected person will fail to revive PIA TO ITS LONG LOST GLORY. the only solution, sell off majority share to an experienced group in aviation and retain small share as a prestige issue.
Afzal r Dec 07, 2017 06:09pm
You can't build a brand on marketing hype alone. Such brands evaporate the minute a customer experiences poor product|service under that brand. The PIA brand was painstakingly nurtured by Nur Khan & Asghar Khan. It has been downhill since. The brand can still be resurrected; however the repair cost far exceeds the airline's current value. I have very good memories of flying PIA. Nostalgia aside, the best economic decision for the country, as a whole, would be to close the airline without booking another loss.
Ikram Dec 07, 2017 06:46pm
Nothing in Pakistan makes a comeback. Hockey and PIA are both history!
Nadeem Dec 07, 2017 07:08pm
@Ahmed TRUE. first we have to get rid of corrupt politicians.
Shafiq shah Dec 07, 2017 10:10pm
PIA has TOO MANY employees. Fire/Retire incompetent un-necessary employees. Follow the basic model of a successful airline and you will succeed.
Dipak Dec 08, 2017 03:14am
No way.
SHAHZADA AYUB Dec 08, 2017 03:18am
@M. Malik 100% Agree!
Adil Jadoon Dec 08, 2017 07:23am
There is no visionary leader or a competent for that matter! PIA needs to be privatised and its relationship with the govt. terminated. Zardari and Sharif having made it fail through hiring of cronies and appointing corrupt people with no agenda but self service. Forget about product positioning, you need a product first!
Adil Jadoon Dec 08, 2017 07:24am
@haque khan LOL....Booze! are you kidding me. Please spare your wishful thinking!
sajed syed Dec 08, 2017 10:44am
NO, with middle east sending Pak workers back home, China overtaking Pak economy, falling rupee (very soon it is going to happen), travel will become a luxury. PIA is no match for most of the world's airlines, and majority of those airlines are loss making. PIA has no future.
sajed syed Dec 08, 2017 10:44am
@Hamid shafiq , You mean a rabbit or habit?
shakil Dec 08, 2017 02:37pm
@Shafiq shah The politically inducted overstaffing, gas-guzzling aircrafts, government vip movements using PIA services causing delays and excessive expenditure to the airline, are some of the ills that have brought down PIA. This airline should be handed over to a competent and efficient private company to own 26% of its shares, as has been done successfully in the case of PTCL, and all government vip personnel must be stopped from interfering in its operation. PIA will certainly rise again if such a step is taken.
Farouk Salehjee Dec 08, 2017 07:59pm
Very well said Mr Richard Bates ! I totally agree with you.
raheel Dec 09, 2017 02:36am
And let us not forget that the flying experience does not start or stop with the passenger in the plane. Other facilities also need to catch up to to the competitors, such as, airports, ground transportation, customs and immigration etc. It must be a complete package or the customer experience will lack satisfaction..
zorro Dec 09, 2017 05:42am
Usama Dec 09, 2017 01:26pm
Lets make PIA great again.......
Syed Jawed Dec 18, 2017 03:25am
@Hamid shafiq. True, i am with you
Syed Jawed Dec 18, 2017 03:27am
@citizen. True Cut the massive bleeding Losses.
Syed Jawed Dec 18, 2017 03:29am
@Failed Fisherman. So True useless staff can not provide even a basic service, period.
Syed Jawed Dec 18, 2017 03:39am
@Zubair Ahmad. All staff from top to bottom are unqualified people , how can these uneducated people give advice , they have No clue about service, responsibility, loyalty and ownership. All the qualified staff have long time ago gone to other airlines where they are respected and rewarded.
Syed Jawed Dec 18, 2017 03:45am
@haque khan. What rubbish , its the corrupt PIA management and administration , by the way polits do drink vefore they fly PIA , check Toronto. Pearson airport flight stopped from flying.
Syed Jawed Dec 18, 2017 03:50am
@Munir PIA is the reflection of the failed country .
Syed Jawed Dec 18, 2017 03:55am
@Manzoor. You are totally wronge its the corrupt top management Not the Giyyala.
Syed Jawed Dec 18, 2017 04:12am
@Ravi Vancouver. Ha ha. Good one , this is how the mind works for most of the staff in Islamabad .
Syed Jawed Dec 18, 2017 04:21am
@M. Emad. Well done Good job. Way to Go Biman.
Syed Jawed Dec 18, 2017 04:25am
@Farooq khan Well said. Your solution is a wishful thinking for a depreciated country pakistan.