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PIA PERCEPTION PERFORMANCE PROBLEMS

ACKNOWLEDGEMENT

First of all, I would like to praise and thank THE ALMIGHTY ALLAH,
who gave me the strength and will to complete this task that would not have
been possible otherwise.
Secondly, I am greatly thankful to Karachi University who gave me
opportunity to do this task to apply the concept that we had learned in our
course of “RESEARCH REPORT WRITING”. This experience was quite
inspiring and had a lot of learning.
I would like to show my gratitude to my Project Research Teacher Madam
Hina Ali , without her support it was impossible to work out for me and
who guided me on every step and helped me to come up with the given task
efficiently,.

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LETTER OF TRANSMITTAL
KARACHI
UNIVERSITY
To,
Karachi University
Dear Sir/Madam,
As per the course research report writing, here is my report on
“PIA PERCEPTION, PERFORMANCE, PROBLEMS”. In the preparation
of the report, I have strictly followed all your instructions and requirements.
This report includes Executive Summary, Introduction, Objectives,
Hypothesis and Analysis of bus services.
I am certain that this report will be immense help to enable you to know
the percentage of people using buses for their travel and more information
about the passenger’s perception about buses and especially for new green
buses.
It was nice of you to assign me this task of responsibility.

Sincerely,
SUNITA
MBA IV

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AN OVERVIEW

Pakistan International Airlines Corporation, more commonly known as


PIA is the flag carrier airline of Pakistan, headquartered in Karachi. It is the
31st largest airline in Asia, operating scheduled services to 37 destinations
worldwide, as well as 24 domestic destinations. Its main bases are Karachi,
Lahore and Islamabad/Rawalpindi.

The airline's secondary bases include Peshawar, Faisalabad, Quetta and


Multan, from which it connects the metropolitan cities with the main bases,
the Middle East and the Far East. The airline is owned by the Government of
Pakistan (87%) and other shareholders (13%). It employed 18,043 people.

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INTRODUCTION:
When Pakistan was founded in 1947 it comprised two territories on either
side of the expanse of India. It was in this unusual circumstance that
Pakistan International was formed in 1955. Despite wars and economic
trouble, the carrier survived to grow and prosper. Pakistan International
Airlines is the flag carrier airline of Pakistan, based in Karachi. It is the 16th
largest airline in Asia, operating scheduled services to 73 destinations
throughout Asia, the Middle East, Europe and North America, as well as an
extensive domestic network linking 24 destinations.
Its main bases are Jinnah International Airport, Karachi, the Allama Iqbal
International Airport, Lahore and the Islamabad International Airport,
Islamabad/Rawalpindi. The airline also has secondary bases, including
Peshawar International Airport, Faisalabad International Airport, Quetta
International Airport and Multan International Airport, from which it
connects the metropolitan cities with the main bases, the Middle East and
the Far East. The airline is owned by the Government of Pakistan (87%) and
other shareholders (13%). It has 19,263 employees (at March 2007).

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History of PIA in Pakistan

After a short period of


independence, Pakistan decided in 1951
that it needed a national flag carrier
airline; the government of the country
accordingly established Pakistan
International Airlines (PIA). On 1
February 1955 the airline flew its first international service, between Karachi
and London via Cairo.. On 21 December 1961 PIA began to receive its own
jet aircraft when it took delivery of the first of three Boeing 720-040B
aircraft, whose availability permitted the operator to enlarge its international
route network. In 1963 PIA called off its New York service, but on 29 April
1964 became the first non-communist airline to operate a service to the
Chinese city of Shanghai. in April 1976, and on 3 March 1980 the airline
accepted its first Airbus A300B4-203 two-turbofan type. In 1985 PIA
became the first Asian operator of Boeing 737-300 aircraft, a total of six
Boeing 737-300s were ordered to replace ageing Boeing 720B aircraft.

PIA received first of its six Airbus A310-308


aircraft on 25 June 1991 from Airbus Industry.
In the first half of the year 1999, PIA acquired five Boeing 747-367 aircraft

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(initially leased from Cathay Pacific) for its European and North
American destinations. In 2002 PIA signed an agreement with Boeing
Company for the biggest aircraft deal in the history of PIA. After a dry spell
of 10 years, PIA ordered new aircraft - 8 wide-body aircraft from the Boeing
777 family for

its long-haul flights. The airline accepted delivery of its first Boeing 777-
240ER aircraft at Boeing Field in Seattle, USA, on 29 January, 2004. On 2
November, 2005, PIA signed an agreement with Avion de Transport
Regional (ATR) of France to purchase seven brand new ATR 42-500 turbo
prop aircraft. These new 48-seater ATR will replace PIA ageing fleet of
Fokker F-27s on airlines domestic and regional route network. On May 31,
2006, PIA received its first ATR 42-500 in Toulouse, France. The remaining
six ATR 42-500s will be delivered to the airline between 2006 and 2007.

The Airbus A310, Boeing 747 and Boeing 777 are currently the
mainstays of PIA medium- and long-haul operations, with feeder and local
services provided by the Boeing 737-300 and ATR 42-500. Life has never
been easy for PIA, as the flag carrier of a young and developing nation
which has had an eventful history to date, but it is a worthy ambassador for
Pakistan and its people. Its services and personnel have helped to make the
country more widely known and her people better understood in a large part
of the world.

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PIA OFFERS TWO TYPES OF SERVICES ON


BOARD.

BUSINESS CLASS
It’s the only Business Class service that feels like First Class. A comfortable
seat makes all the difference on a long flight. PIA's Business Class Seats
elevate the concept of luxury to a new level, fully endorsing your decision to
choose PIA Business Class Sit back and relax in our exclusive Business
Class Lounges at the Karachi, Lahore, and Islamabad airports.
Our hospitable staff will ensure that you're well looked after during your
stay with us at the airport Business Class passengers arriving at Airport will
receive a warm welcome from PIA.
Our representatives will walk you right through all the arrival formalities so
that you don't have to stand in line or worry about clearance.
ECONOMY CLASS:
PIA’s economy class is also comfortable for
passenger as Business class. Economy Class offer seats with a 32-inch pitch,
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adjustable footrests and "winglet" headrests for improved neck


comfort. The personal TV provides on-going entertainment including audio
and video on-demand choices.
Passengers enjoy the same caring service from our flight attendants, along
with skillfully prepared meals and a wide range of in-flight entertainment
options to choose from. Free newspapers are also provided to all Economy
class passengers.

LATEST PRODUCTS BY PIA NAD QULAITY


ACHIEVEMENTS:

• Boeing-777 operating to middle east


• Flight Barcelona
• Linking Abu Dhabi and rahim yar khan
• Flights from D.I.Khan to Peshawar and Islamabad
• Early buy cheaper fly
• Bradford- Islamabad Nov stop! Pak & Glasgow
• Flight from Multan and D.G khan to Dubai
• Lowest business class fare paksitan Dubai
• Connecting Multan and Quetta, Islamabad with Chitral and
Nawabshah with Hyderabad.

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• Promoting web ticketing and SMS booking, Ticketing delivery


at Door step

REASERCH DESIGN

Flow Chart of Research Process:

1. Define the research problem.

2. Estimate the value of the information to be provided by the


research.

3. Select the data collection methods.

4. Select the measurement techniques.

5. Select the sample.

6. Select the analytical approach.

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7. Evaluate the ethics of the research

8. Specify the time and financial cost

SWOT ANALYSIS:
STRENGTHS:
LEADING MARKET POSITION:
PIA is one of Pakistan’s leading air
carriers, with more than 800 daily flights. Around 150,000 passengers a
month fly on PIA, making it one of the major operators in the domestic
market in terms of passenger kilometers.

BRAND RECOGNITION:
PIA has high brand recall. It is
recognized by travelers all over the country. PIA is a national airline,
operating passenger and cargo services covering eighty-two domestic and
foreign. PIA has earned the number one ranking in customer satisfaction.

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This strong market position gives the company a scale advantage and
helps it strengthen its brand image.

SUPERIOR OPERATING STRUCTURE:


PIA has maintained its
position as the low cost carrier. It has been first class Pakistani airline to use
the latest technology. Factors’ contributing consists of different series of
Boeing and Airbus and an efficient, high-utilization and point- to-point route
structure.

NETWORK PRESENCE:
PIA enjoys a strong network in key domestic
and international destinations. The company’s network includes three the
major airports in Pakistan, as well as major international airport such as
Dubai International Airport. Having a strong network means that PIA can
generate traffic feed for both its domestic and international Flights.

EFFECTIVE USE OF TECHNOLOGY:


PIA has successfully
incorporated latest technology in all its systems, giving it an edge over
competitors. PIA takes credit for introducing most new technologies to the
Pakistani market. It was the second carrier in Pakistan to incorporate the c-
ticketing system and the second in South Asia to introduce self check in
systems at the Jinnah International Airport, Karachi.

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WEAKNESSES:
FORMULATION OF GOVT. RULES:
The Basic flaw of this
organization is its consolidation that is centralized system. The key policies,
strategies and set of laws are designed by the upper management. The
centralized system is one of the biggest obstacles of long term success of
PIA. PIA centralizes structure lead to barrel between different level of
management, decreased motivation, hard access to information.

HIGH DEPENDENCE ON PASSENGER REVENUES:


Passenger revenues
accounted for 87 percent of the PIA’s total revenue in 2007. Cargo services
allow airlines to generate additional revenues from existing passenger
flights. In addition, cargo revenues are usually counter cyclical to passenger
revenues and have lower demand elasticity than passenger business, which
allows airlines to pass on fuel price hikes to customers.
RELIANCE ON OIL PRICES:
PIA’s sustainability, growth and
revenues directly depend on oil prices. A steep rise in oil prices can
seriously damage the long term viability of any airline. Recently many
airlines around the world went bankrupt due to rising oil prices. Airlines
need to hedge against this risk by taking proper measures.
OPPORTUNITIES:
HAVING THE MAXIMUM ROUTE AND FLEET:
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PIA is having
the maximum route and fleet domestic and international destinations
network in Pakistan as compared to its Competitors. Route and fleet
expansion will positively impact the company’s operations by increasing
revenues.
GROWING DEMAND FOR LOW COST AIRLINES:
The growing demand for air travel is driven by lower fares and consumer
confidence. A survey by International Aviation Authority showed that ticket
price is the number one criterion for passengers when selecting a flight, well
ahead of the availability of a non-stop service.

. THREATS
HIGH INTEREST RATES:
The past few years have seen State Bank of
Pakistan impose high as well as low interest rates to check inflation and
the over heating of Pakistani economy. Inflation in Pakistan may see
another raise in the short-term.
ACCIDENTS:
There had been five accidents with PIA listed as below:
o Pakistan International Airlines Flight PK 705 was a Boeing 720
– 040 B that crashed while descending to land on Runway 34 at
Cairo International Airport on May 20, 1965 resulting in 119
fatalities.

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o Pakistan International Airlines Flight PK740 was a Boeing


707-340C that crashed after takeoff from Jeddah International
Airport on November 26, 1979. All 156 aboard were killed.
STRONG COMPETITION BY AIRBLUE:
PIA is now competing against carriers such as Airblue and Shaheen
Airline. PIA remains Airblue’s strongest competitor because of the huge
market it has gained over time, strong brand image and customer loyalty.
PIA has started new low-fares subsidiary “PIA Express” to stop the Airblue
market share growing to fast. Moreover, major legacy airlines have been
focusing on restructuring costs, which has improved their competitiveness.

RESEARCH OBJECTIVES

For my research project I must need to set some objective as .We say
objectives are benchmarks against which action can evaluate so in order to
evaluate my business success I must need to set some objectives so the end
of the research I can evaluate the worth of my research.

The aim of the research is to:

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Identify public perception about PIA performance

 Their preferences and choice in selecting airline


 Positive and negative image of PIA
 Problems facing by PIA consumers

TARGET AUDIENCE

I need to classify my target audience to different category:


• My first category would be business men who travel international and
domestic due to their business matters. They usually use business
class of PIA.

• The another category of target audience are holidays travelers who use
airline on specific month like June or July or other and travel to
different countries to meet their relatives or just pleasant trips.
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• My third category would be pilgrimages who travel to Makkkah


for HUJJ.

• My last category would be general public who may travel once a year
and more than that for any purpose.

DATA COLLECTION TECHNIQUES:


research depends on two types of data that are:-
Basically, market

SECONDARY DATA

Secondary Data is the data which is already been collected. For my research
project I would like to go for secondary research regarding the information
about PIA and its benefits. My resources would be by Newspapers, Reports,
Magazines and internet to analyze the PIA services and facilities. These
sources provided some very valuable data, which enabled us to formulate
and move ahead with this project

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PRIMARY DATA
Information that is developed or gathered by the researcher specifically for
research project at hand is known as primary research. Primary data can
be gathered from personal/direct contact through interview on phone
or/and random sample interviews in the shopping centers, pedestrians,
universities campuses, roadsides etc.

For my research project I would like to go for personal survey method


includes:
• Personal interview

• Questionnaire

Most of the information would be gathered through close ended


questionnaire because the compilation of personal interviews and open
ended question is difficult as well as may reflect the accuracy of the
research.
Secondly due to time limitation, the sample of 250 would be difficult to
interview.
The nature of information would be easily obtained through
questionnaire and for respondent point of view it would be convenient,
easy and less time taken.

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I tried to design the questionnaire include multiple choice questions


along with dichotomous questions. The respondent hardly required 8-10
minutes to complete the questionnaire.

ISSUES RELATED TO QUESTIONNAIRE


DESIGN
The questionnaire was designed primarily keeping in view the research
objectives and the hypotheses, as it was the main source of collecting
information, special attention is given in designing the questionnaire and it
involves the following main steps.

Preliminary decision: Before designing the questionnaire here question


were kept in mind.

What information is required? From the view point of this research the
required information was about the awareness of tomato juice in the
consumer.

Decision about questionnaire content: the major concerns with regard to


this phase are weather the question is really needed, whether it is sufficient

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to generate the required information and if the respondent can answer


the question correctly
The questions to that are ultimately included in the questionnaire were very
simple and MULTIPLE CHOICE QUESTIONS and DICHOTOMOUS
questions to ensure that respondent will not face difficulty.

Decision concerning question phrasing?


Again, all efforts have been made to ensure that the language used is not
ambiguous in any way and that the responds clearly understand what is
being asked of them. None of the question are loaded or leading in any way.

Decision about format, question sequences and questionnaire layout: for


this particular research report, it was decide that the questions should not be
open ended except for few questions in which respondent were asked to give
their suggestions, all other questions have given a clear set of choices from
which they may tick any one or more.

SAMPLING
SAMPLE
A segment of population selecting for marketing research to represent the
population as whole.
Population—all the elements, units, or individuals of interest to
researchers for specific study
Sample—a limited number of units chosen to represent the
characteristics of a total population
SAMPLING UNIT: who is to be served?
Define the target population that will be sampled.
For my research i have selected my target population which is divided into
there classification
• Business men

• Holiday travelers

• Pilgrimages
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• General travelers

SAMPLE SIZE: How many people should be served?

For me it is very difficult question regarding selecting sample size. Very


small size may not produce data and very large small size will increase cost
and time. Sample size must be large enough to produce accurate data. I
decide to take sample of 250 based on my own judgment and with my
teacher suggestions.

SAMPLING PROCEDURE: “ how should the responded is


chosen?”
I must decide my sampling procedure as I would like to go for probability
sampling method or non- probability method.

LIMITATION OF THE RESEARCH


SAMPLING ERROR:
“Variation between the representative sample and the sample obtaining by
using a probability sampling method.” My research may face constrain of
sampling error as I am selecting my target audience with probability method.
Through this sampling method I may lose true respondent and select the
wrong respondent.

SELECTION ERROR:

“Variation between the representative sample and the sample obtaining by

using a non probability sampling method.” My research may face constrain

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of selection error as I am selecting my target audience with non


probability method. Through this sampling method I may lose true
respondent and select the wrong respondent.

NONRESPONSE ERROR:

“Variation between the selected sample and the sample that actually

participates in the study”. My research may face non response error in the
case of refusing to fill questionnaire or refuse to answer some part of the
questionnaire.

TECHNICAL APPENDIX
Following techniques are used for representing research result:
STATISTICAL TOOLS;
Data is classified in different classes on the basis of the opinions presented
by the respondent.
GRAPHICAL TOOL:
Pie charts are used to give summarized view of the data.
PERSONAL ANALYSIS AND OPENION:
The factual data is also followed by written description of the chart and
graphs and complete analysis of the data.

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SECONDARY RESEARCH

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ISSUES RELATED TO PIA

KARACHI - With India tightening its visa norms specially for


Pakistan citizens after the November 2008 Mumbai attacks, the Pakistan
International Airlines (PIA) has incurred heavy operational loss, as it is
running half-empty flights to India.

Before the Mumbai attacks, PIA was operating 10 flights a week to


India, but after the 26/11
attacks, PIA is operating
six flights a week to
Mumbai and New Delhi.

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Due to strict visa policy adapted by the Indian government after the
Mumbai attacks,

Pictures of the Day: PIA plane crash

Adil Najam

A PIA Fokker plane crashed in


Pakistan today killing all 45 people on board. According to a CNN report:

Eye witnesses said the 27-year-old plane spiraled in the air as it


plummeted to the ground on the outskirts of Multan, about three kilometers

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(two miles) from the city’s airport, two or three minutes after take-off
from the eastern city of Lahore. “There was a huge explosion after the plane
hit the ground,” said Mohammed Nadeem who lives near the crash site. A
nearby power line also caught fire. There were no survivors … and a female
flight attendant who was pulled alive from the plane’s wreckage died later in
hospital.

Although, at this point, the crash is being blamed on technical sources,


there is an ominous history to planes flying out of Multan and blowing up in
the sky–that is how Gen. Zia-ul-Haq had been killed in 1988. Some are,
therefore, raising eyebrows on the fact that, according to Gulf Daily News,
“the passengers included two high court judges, a university vice chancellor
and two military brigadiers.”

However, the more likely cause is that these are really old–and often
rickety–planes.

PIA Ban on Beards: Leave My Facial Hair


Alone!
According to a news item in The News, Pakistan International
Airlines (PIA) is going to implement a ban on growing beards - except for
French beards - on all male cabin crew:

In a recent notification, PIA administration has


announced to have reviewed its policy
regarding beards, and said now male

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cabin crew could not grow beards and they could only have
French-cut beards.

Not surprisingly, religious scholars and ulema condemned PIA for


this, calling the ban a violation of constitutional and fundamental human
rights. Whether this is or is not the most important constitutional violation of
our age, the u lema are, in fact, right.

Panic inside PIA

Passengers heaved a sigh of relief when their plane from Birmingham


finally landed at the Benazir Bhutto International Airport here on Monday,
as they had been pestered by a number of rats who traveled with them all the
way from Birmingham to Islamabad.

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Dozens of big rats were present in the Boeing-777 flight


No PK-792 that started its journey from Birmingham and landed here at
6:30 am on Monday. The passengers faced panic and disturbance due to the
presence of the rats throughout the journey.

According to schedule, this flight,


which had to leave for London at 11:30 am
on Monday, could not be cleared of the
rodents. The PIA management sent more
than 50 mousetraps for catching the rats
through its flight PK-368 from Karachi.
However, the operation to catch the rats
failed and the passengers of flight PK-792
took off at 2:30 pm on Monday instead of
11:30 am. The change, however, was that the passengers left on flight No
PK-368 and not the original PK-792. May I come in
Sir

PIA Deputy Director Muhammad Latif admitted that big rats


were present in the flight from Birmingham. He told The News that
the engineering staff of the airlines succeeded in trapping the rats after a
hard struggle. The big rats might have entered the plane while it was parked
at the London Airport cargo centre, he added.

Just imagine the headlines: PIA plane crashes.


Investigators determine that rats chewed up the cables.

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I am not an aeronautical engineer but I am assuming


that the wiring has to meet some standards. Just not sure
if those standards took rats into account :)
Date: 25-07-09 12:13

Rats feel at home in PIA planes


LAHORE - PIA seems to be losing out on the passengers and cargo, but has
certainly become the favorite airline for RATS.

On July 21, the passengers on board PK 204, an Airbus 310, coming from
Dubai to Lahore, were shocked to see rats roaming inside the plane during
the flight, feeling more at home than the passengers who were frightened by
their very presence.

These rats have become a normal phenomenon for PIA, since nothing has
been done to secure these aircrafts of rodents, which threaten aircraft safety,
sources in the airline disclosed, as third such incident in the month of July
has surfaced.
According to details, panic was created in PK 792 when well-fed rats were
spotted during the flight. One such rat jumped on a lady, whose screams
frightened all other passengers. As a result, most of the passengers refused to
consume food because of the rats that were jumping all around. It is
important to note that rodents can nibble the wires that spread across the
aircraft thereby threatening short-circuits. These rats are suspected to enter
the PIA aircrafts via catering equipment or luggage

July 7th, 2009


After the dinner on this midnight flight, I
noticed a morsel of food laying in the middle of isle.

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Contemplating to pick it up and throw it away, I noticed someone was

already there to take care of it. It was a cockroach. Not a Pakistani


model. But a smallish oval and much more alert an intelligent looking, as it
was trying to move the piece of food to a safer location.

Aghast, and shocked at seeing a cockroach on board a flight, I raised


awareness of the cockroach to a couple of Pakistani people around me, so as
to have more voices in the protest, I intended to make to the next passing
flight attendant.

“Where is the cockroach?” exclaimed a


young man in Lahoree accent, waking up from
his nap. Then took off his shoe, and slammed it
over the unsuspecting cockroach, whose body,
felt safer sticking to the sole of his shoe after
the assault.

The young man, then put his shoe back on, closed his eyes, and was
back to sleep.

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PIA Flight 554 is the flight number of


a Pakistan International Airlines (PIA)
Fokker F27 that was hijacked on May 25,
1998.

The flight started its journey at Gwadar in Balochistan after


originating in Turbat, and was flying to Pakistan's southern port city of
Karachi. The aircraft was carrying 24 passengers and 5 crew members.

The hijackers, three students from


Balochistan armed with TT-33 pistols, took
control of the aircraft in midair and
demanded the flight be diverted to New
Delhi, India. They also demanded more
access to resources for the Baloch people, which is mostly controlled by the
government of Pakistan, and that the government refrain from using their
territories as a nuclear weapons testing site. After failed attempts of the plan
to land in Indian territory, the plane was forced to retreat back into Pakistani
airspace.

The hijackers, under the impression they had landed in the Rajistan
state of India, did not realise that the aircraft had actually landed in
Hyderabad, Sindh, Pakistan. Before Pakistani commandos could storm the

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plane, the entire episode ended, when an army officer and a police
officer who came as the negotiators, along with the pilots, overpowered the
hijackers. One hijacker was killed and the other two were taken into custody

PIA FLIGHT’S WINDSCREEN SMASHED

LAHORE: A PIA Jeddah-bound flight had to return and land at Karachi


airport after its windscreen smashed in the airspace of Bahrain on Friday.

Geo News reported that flight PK-731 carrying 413 passengers took off from
Karachi airport for Jeddah but had to return back from Bahrain after
breaking its windscreen. The reason of the incident had not been ascertained
as yet, it said. PIA MD Captain Ejaz Haroon told the channel that smashing
of the windscreen did not cause any threat to the plane but it had to be called
back as a precautionary measure.

Dailytimes

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PRIMARY DATA
 INTERVIEWS
 QUESTIONNAIRE

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Interview with Yasser Abbas

Business man

London to Karachi and although this was a business trip, was


purchased economy seats from the company who paid for my ticket. I was
not fussed as although this was a business trip lasting 2 weeks, I have family
in Pakistan so managed to schedule some time to meet them too. I
specifically asked for a seat with leg room (which I was informed had been
reserved) as I am 6ft 2 inches tall and when I checked in at the airport was
informed that I had been
given the seat next to the
emergency door (wide
leg space area). I was
pleased about that. Once
I got to my seat, I was
amazed to see that the
flight was
overcrowded. In the
jump seats in front of me, they sat down two kids in their teens and when I
questioned them as to why they were seated there (restricting me of the leg

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room), I was informed that they were the Pilot's very good friend's kids
who had been squeezed onto the flight by the pilot (who was doing his
friend a special favour). I was extremely irate. The flight was scheduled to
take off at 20:00hrs and we managed to finally fly 90 minutes later. My seat
was right next to the toilets, as you can then imagine it was a disaster flight
for me.

Interview with ALI


Economy Plus, I decided to fly PIA because they had reduced their
fares and it is a direct flight to Lahore which does make all the difference
especially when you're expecting to arrive in temperatures of over 40c.
Security, post 7/7, regarding PIA flights from the UK has obviously been
increased dramatically. Nearly all men on the flight were subjected to some
form of questioning at the departures gate by customs officials. It delayed
the departure by about 20 mins. My suspicions though about my economy
plus seat were raised when I notice that the plane wasn't a 747 and there was
clearly no upper deck where I had been assured that the economy plus seats
were located. When I was shown to my seat I simply couldn't believe my
eyes - it was a standard economy seat. A section of the economy seats at
the front of the cabin had
been curtained off and
were designated as
'Economy Plus'. I was
appalled and felt cheated.

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The cabin staff simply didn't understand what I was going on about and
couldn't care less. The in-flight entertainment didn't work either. It was a
long and uncomfortable 8 hours to Lahore. The only thing that kept me
going was knowing that some street-side halwa puri for breakfast awaited
me once I left Lahore airport.

Intreview with M S Sheikh

My wife and I
travelled to Lahore P class.
This time I bought the tickets
very early and was able to
secure 91 A&B seats. These
are emergency exit door
seats and hence with miles of
legroom. But I was still
disappointed. These seats have the Audio/Video controls on the side of the
armrests. This makes the seats narrow. Further the L shaped AV plug, when
in its socket, digs into the side of your upper leg. London-Lahore passengers
pay £100.00 more than London-Karachi passengers but they travel in 747-
300 as compared to 747-200. The former has more seats on the upper deck
than the latter and thus very small legroom. Cabin staff was young, pleasant

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and courteous but the food was awful. We are now considering
carrying our own food when we fly PIA. On both, out and in flights, water
dripped from above on passengers at the time of landing. There was no early
baggage delivery, hot or cold towel, selected menu choices or
complimentary amenity kit as promised by PIA “P” class blurb!

ANALYSIS
OF
QUESTIONNAIRE

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Q NO1: Q: NO1: How frequently you travel?

 Once a year
 Twice a year
 Every month
 Every week

REASON: The idea behind this question was to get information that how
frequently people travel? If our target respondent travels frequently then
they can give more accurate information about PIA.

FINDING:
Out of our sample 250 we conclude that 30% of our target respondent travel
once a year.40% of our target respondent travel twice a year. While 20% of
our sample travel every month. While 10% of people travel every a week.

CONCLUSION: At the end I concluded that of the people travel twice a


year.

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Q: NO2: How do you rate PIA PERFORMANCE?

Reason: the reason behind this question is to get info. About PIA
performance for the reason. I have given five options to respondent,

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CONCLUSION:
At the end I concluded that people do not have very good image of PIA all
classes as we get very low percentage of excellent and very good while most
of the respondent just marked it as average.

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AIR PORT SERVICE:

SERVICE
CHECK-IN-
SERVICE
TRANSFER
SERVICE
BUSINESS
CLASS
LOUNGE

REASON:
The reason behind this question is to get information about the services
which is provided to the traveler on airport. The respondent are given
different phases of services and asked them to rate from excellent to poor.

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CONCLUSION:
In this phase I got almost the same sort of rating. Almost all respondent
marked average rating to air port services of PIA.

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Q NO 3:
What about PIA aircraft?
,1: Capacity
 Very narrow
 Broad
 Very huge
 Enough
REASON:

The reason behind this question was to get information about the capacity
provided by PIA to passenger.

FINDING:
Out of 250 sample, 25% of the respondent said that the capacity of PIA is
very narrow while 15% ,10%,marked it broad and huge and 50% marked it
enough.

CONCLUSION:
From this I concluded that the people are not in the favor of the capacity of
PIA only some are give their suggestion in a less a positive answer.

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SAFETY:
 Secure flight
 Cover all safety measure
 Very risky flight

REASON:
The reason of asking this question was to get information about the safety of
PIA that the PIA is offering its passenger.

FINDING:
As per our sample of 250, 35% of the people believe that PIA has secure
flight while 25% says it covers all safety measures while 40% find it risky
flight.

CONCLUSION:
So I concluded that most of the people were not in the entrust about the
safety of PIA because the aircraft are mostly out dated.

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COMPORT:

REASON:
The reason behind this question was that to know the opinion and
suggestion of the respondent about the facility of PIA in regarding its seats
and comport ability.

Seats:
 Very relaxing
 Relaxing
 Uncomfortable

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Amenities, Blankets, Pillows, Towels

o Available
o Not available

CONCLUSION:

Most of the respondents are not very much satisfied with PIA comfort
facility.

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ON BOARD
CREW
 Y 
es No
Cooperative
Staff
Well educated
Well dresses
And good
Looking
Responsible
Responding to Passenger requests
Cabin presence through flights
Assisting Parents with children
Staff Language Skills

REASON:
The reason of this question is to get the information about PIA onboard
crew. Different phases of crew are asked and respondents are supposed to
answer in yes or no option.

FINDING
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COOPERATIVE STAFF:-
Out of our sample 250, 60% of our respondent feel that PIA staff is
not cooperate while 40% said that staff is co-operates.
WELL EDUCATED:-
Out of our sample says 250, 45% said PIA is well educated while 55%
believe they are just educated not well educated.

WELL DRESSED AND GOOD LOOKING:-


Out of our sample 250, 58% of the respondent said that they are not well
dressed and good looking, while 42% of the respondent said that they are
well dressed and good looking.

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RESPONSIBLE:-
Out of our sample 250, 65% of the respondent said that they are
irresponsible while 35% of the respondent ensure that they are responsible
and friendly.

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RESPONDING TO PASSENGER REQUESTS

CABIN PRESENCE THROUGH FLIGHTS

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ASSISTING PARENTS WITH CHILDREN

STAFF LANGUAGE SKILLS

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CONCLUSION:-
At the end I concluded that most of the respondents are not very much
satisfied with crew staff of PIA.

MEAL:-

 Excellent
 Very good
 Average
 Poor

REASON: - the idea behind the question was to get information about the
meal that PIA offers its passengers. Four option are given to the respondents.

FINDING:-
Out of our sample 250, 15%marked excellent, while 20%, 25% 40% marked
very good, average and poor. because the meal is not quality and according
to the desire of the people.
CONCLUSION:-
At the end I concluded that most of the people give negative response about
the meal of PIA.

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FARE:-
 Very expensive
 Expensive
 Reasonable
 Very nominal

REASON:

The reason behind this is to get information about the fare of PIA.
The fare of PIA can be evaluated through this question.

FINDING:-

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Out of our sample 250, 40% OF respondent marked it very expensive,


while, 10expensive, 30% reasonable while 20 % nominal.

CONCLUSION:-
At the end I concluded that the fare of PIA is not nominal and according to
the reach of the people, mean very expensive.

AVAILABILITY OF SEAT:-
 Easily available
 Available
 Very difficult

REASON:
The reason behind this question was to get information about the availability
of seats of PIA to passenger.

FINDING:-
Out of our sample of 250, most of the respondent said that the availability of
seats are very difficult due to large crowed at ticketing office and some of
the respondent said that the availability of seats are easily available to its
passengers.

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CONCLUSION:-
At the end I concluded that the availability of seats at PIA office I very
difficult and not easily available.

DELAY:-
 Very rarely
 Often
 Very often

REASON:
The idea behind this question was to know that how much the air craft of
PIA takes time while it travels toward its destination.

FINDING:-
Out of our sample of 250, 50% of the respondents were said that the PIA
aircraft takes delays very often specially from home ground, while 35% in
reaching its destination due to which often delay and 15% of the respondent
said that the PIA aircraft delay very rarely.

CONCLUSION:-
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At the end, I concluded that most of the people have not good
perception about PIA because it mostly reaches late to its destination.

ENTERTAINMENT

Yes No
Movies  
Games  
Music  
Quran  
Magazine  
and news
paper

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CONCLUSION:
The results show that respondents are not very much satisfied with the
entertainment facility of PIA.

Q NO : Would you travel with PIA next time?

REASON:
The reason behind this question I to get the info that the respond will travel
next time with PIA or not?

FINDING:
As per owe sample 250 around 70% of my sample rejected to travel with
PIA next time. During survey they discuss their personal experiences and
they were not willing to travel next time. While 30% of samples were agree
to travel as they just travel very risky.

CONCLUSION:

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In the end I concluded that people are not willing to travel with PIA
due to their personal experience traveling with PIA

Q NO:
Share your experience with traveling PIA?

 Very pleasant
 Pleasant
 Unpleasant

REASON:
The reason of asking this question to get information that who my
respondent share their experience with traveling PIA have give 3 opinion to
respondent that they have very please on journey with PIA.

FINDING:

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Out of sample of 250 most of respondent defined that their journey as


implant due to numerous reason .35% respond said their journey was
pleasant while 10% said pleasant and 55% said unpleasant.

CONCLUSION:
At the end I concluded that majority of respondent ‘s journey was not
pleasant with PIA.

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CONCLUSION
At the end conclusion that most of the people don’t like to travel with PIA
especially in international flights while in domestic they trust PIA more than
available competitors. The reason of this conclusion in PIA service, ground
and onboard, delays and unsafe aircraft,

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APPENDIX
 Calculation of hypothesis
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 Calculation of cost and time


 Questionnaire

TEST OF HYPOTHESIS
1. To determine that the users of the PIA are greater than 40%
at the significance level of 0.05 z-test

Null Hypothesis H : P> 40%


(PREFRENCE OF PIA is greater than 40%)

Alternate Hypothesis H 1 : P<40%


(PREFRENCES OF PIA is less than 40%)
Level of sampling error allowed : α = 0.05
(value of Z at 0.05 = 1.64)

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a. Estimated standard error using the P specified in Null


Hypothesis.

P(1-P)

σ = n-1

0.4(1-0.4)

σ = 100-1

σ = 0.05
b. Critical value :
M+ Za * σx
0.4+(1.64)(0.05)=0.482

c. Observed value

No. of people would like to travel with PIA


Observed value=
No. of people surveyed

85
=
250

= 0.34

RESULT:

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Since the critical value (0.34) is less than the observed value (0.48), so
I will reject the Null Hypothesis and will raccept the Alternate Hypothesis.
Therefore, I can conclude that the preferences of PIA is less than 40% at the
significance level of 0.05.

TIME AND FINANCIAL COST

The cost for making the research in filling and distributing the questionnaire
was Rs.600. It took only 15 days to distribute and collect back the
questionnaire from the selected sample. The information collected from the
questionnaire was worthy enough to calculate the preferences of the people
of Karachi.

QUESTIONNAIRES RS. 600


TRANSPORTATION COST RS 800
PAPERS RS. 400
PRINTOUTS RS. 800
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TOTAL RS 2600

BIBLOGRAPHY
www.piac.com.pk
http://en.wikipedia.org/wiki/Pakistan_International_Airlines_destinations3
http://en.wikipedia.org/wiki/Pakistan_International_Airlines
www.google.com
http://www.historyofpia.com/
http://www.airlinequality.com/Forum/pia.htm
http://www.britannica.com/EBchecked/topic/438805/Pakistan/23702/Transportation-and-
telecommunications#ref=ref387351
http://aviation-safety.net/database/operator/airline.php?var=4931
http://www.centreforaviation.com/news/2009/07/10/pakistan-international-airlines-
reports-second-consecutive-operating-profit-in-1q2009/page1

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http://findarticles.com/p/articles/mi_m0EIN/is_2006_May_8/ai_n16347759/?
tag=content-inner;col1
http://wwwagse.informatik.uni-kl.de/teaching/pia-scenario/
http://www.abacus.com.pk/news_events/travel_secure.asp
http://www.asiatraveltips.com/news06/95-Abacus.shtml
http://www.etq.com/airsafety/

Journals, Reports, Magazines,

Vouchers & broachers


• Annual report of PIAC 2008
• PIAC in-flight entertainment magazine.
• New Frontiers in HRD By Monica Lee, Jim Stewart, Jean Woodall
• An internship Report on PIAC by Miss. Asiya Khan MBA LUMS. Lahore 6.
(2006-2008)
• http://www.scribd.com/doc/13082382/Pia-Report?autodown=doc

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