Pakistan International Airlines (PIA), the national carrier of Pakistan, has a cancellation policy that varies by fare type, booking method, and applicable regulations. Below is a concise overview based on the latest available information:
24-Hour Cancellation Policy:
- You can cancel any flight booked directly through PIA’s website within 24 hours of booking and receive a full refund, provided the flight departs at least 7 days later (168 hours or more). This applies to all fare types, including non-refundable tickets, and aligns with U.S. DOT regulations for U.S.-related bookings.
- Refunds are processed within 3–5 working days for web tickets, but other tickets may take up to 10 weeks.
General Cancellation Rules:
- Non-Refundable Tickets: Most PIA fares are non-refundable after the 24-hour window. If you voluntarily cancel a flight, you’re generally not entitled to a refund unless you have a flexible fare. However, you can request a refund of airport taxes and fees regardless of ticket type.
- Flexible Fares: Flexible tickets (e.g., Business Flex) allow cancellations or rescheduling with minimal cost, often with no fee if canceled more than 24 hours before departure. A 10% fare penalty applies for cancellations within 24 hours of departure.
Specific Fees:
- Cancellations within 7 days of travel (after the 24-hour booking window) incur a fee based on fare rules.
- From Kabul: Cancellation fees are PKR 3,500 (~USD 13), and no-show fees are PKR 5,000 (~USD 18).
- Other routes may incur a C$300 refund fee, waived for flight schedule changes, passenger hospitalization on the travel date, or death of a passenger’s family member (with a death certificate).
No-Show: If you miss your flight without canceling, the ticket value is forfeited, and no refund is issued.
Special Circumstances:
- Medical Emergencies or Bereavement: Refunds or fee waivers may be granted for hospitalization or death of a passenger or close family member, with documentation (e.g., medical certificate, death certificate). Cancellation and no-show fees are waived for a passenger’s death upon submission of a death certificate.
- COVID-19: If PIA canceled flights due to COVID-19, passengers were entitled to a refund, not just a voucher. Avoid accepting vouchers, as they have limited validity (e.g., 6–12 months).
- Geopolitical Disruptions: In 2025, PIA faced cancellations due to Pakistan’s airspace closure following India-Pakistan tensions, with 17% of scheduled flights canceled in Pakistan on May 7, 2025. Passengers were offered refunds or rebooking.
- Third-Party Bookings: If booked via agents (e.g., Kayak, Cheapoair), cancellations must be processed through the agent, and their fees may apply, even if PIA’s policy allows a refund. The 24-hour policy may not apply.
Cancellation Process:
- Phone: Call +1-877-240-6770. Have your booking number ready.
- In-Person: Visit a PIA ticket counter or kiosk at the airport.
- Third-Party: Contact the booking agent directly (e.g., Cheapoair, Alternative Airlines).
Refund Processing:
- Web ticket refunds take 3–5 working days; other tickets may take up to 10 weeks. Delays are common, with some passengers reporting waits of months in 2023 due to PIA’s financial issues.
- Refunds are issued to the original payment method. For non-refundable tickets, only taxes/fees are refunded after fees.
- Vouchers, if offered, have limited validity and are non-transferable.
Customer Feedback:
- Passengers frequently report slow refund processing, unresponsive customer service (e.g., unanswered calls/emails), and frustration with frequent cancellations, especially in 2023 due to fuel shortages (e.g., 349 flights canceled over 10 days).
- PIA’s aging fleet and poor service (e.g., no online check-in, subpar food) add to dissatisfaction. Some advise avoiding PIA unless necessary (e.g., direct flights to Pakistan).
