Pakistan Airports Authority investigation absolves passenger of responsibility

An investigation by the Pakistan Airports Authority (PAA) has confirmed that a passenger’s passport was torn due to negligence by airline staff at Jinnah International Airport, Karachi, triggering public outrage and operational disruption.

The incident occurred on December 17 when a passenger identified as Qudratullah was preparing to board a flight to Jeddah. According to official findings, the fault lay entirely with the airline’s staff and not with the passenger.

Incident Occurred at Check-in Counter

Sources familiar with the investigation said the passenger arrived at the airline counter around 1:25pm to complete check-in formalities. During the passport verification process, a female airline employee accidentally tore the passport while attempting to remove a sticker affixed to one of its pages.

As a result of the damage, the passport was rendered invalid for travel, forcing the passenger to miss his scheduled flight.

Passenger Distress and Lack of Immediate Assistance

Following the incident, the passenger reportedly left the International Departure Terminal in a visibly distressed state, shouting and demanding accountability. Witnesses said the situation escalated due to the absence of timely intervention by airline staff.

Reports indicate that no representatives from the airline, including AirBlue staff, came forward at the time to assist the passenger or formally address his complaint.

Investigation Findings and Wider Concerns

The Pakistan Airports Authority’s inquiry categorically concluded that the incident was caused by the airline employee’s mishandling of official travel documents. The report ruled out any negligence or fault on the part of the passenger.

The case has reignited concerns over airline staff training, particularly regarding the handling of sensitive documents at busy airport counters, and the need for clear accountability mechanisms when passengers face avoidable travel disruptions.