In a move to enhance traveler experience, the Director General of the Federal Investigation Agency (FIA), Riffat Mukhtar Raja, conducted a detailed inspection of immigration operations at Islamabad International Airport.
Review of Current Operations and Passenger Volume
During his visit, DG Raja received a comprehensive briefing on the airport's immigration procedures. Officials informed him that the facility handles a significant volume of international traffic, processing more than 10,000 international passengers daily from approximately 94 international flights.
The review highlighted the intense pressure on staff during peak hours. A striking example was shared: on January 13, immigration personnel successfully cleared 2,400 passengers within a single hour. This congestion is often exacerbated by the simultaneous arrival of multiple flights and delays caused by adverse weather or technical issues with aircraft.
Infrastructure and Directives for Improvement
Currently, the FIA Immigration wing at the airport operates round the clock in three shifts. To manage the flow, 15 counters are active for departures and 13 for arrivals.
To address the challenges and modernize the process, DG Riffat Mukhtar Raja issued several key directives to the officers on duty:
- Ensure the provision of the best possible services to all passengers.
- Install an effective queue management system to organize crowds.
- Begin the phased implementation of electronic gates (e-gates) for faster processing.
- Deploy additional staff to guide and assist passengers, especially during busy periods.
- Expedite the development and launch of a pre-departure mobile application to speed up clearance, particularly for peak travel times.
Focus on Efficiency and Passenger Experience
DG Raja emphasized that the core priorities for FIA Immigration are improving operational efficiency, significantly reducing waiting times, and enhancing the overall passenger experience. His visit and subsequent orders underscore a commitment to leveraging technology and better management to transform immigration services at Pakistan's premier airport, making travel smoother for both nationals and foreign visitors.
