The Challenges faced by PIA in its E-ticketing Transactions

Abstract

It not been long since Pakistan International Airlines (PIA) launched its e-ticketing facility on 1st January 2005. This project encompasses and analyzes different perspective of the organization (PIA), the end users and the travel agents, regarding e-ticketing offered by PIA. The issues and challenges that PIA currently faces are identified and some recommendations are provided towards the end.The research was conducted in a natural environment where work proceeds normally in a natural settings i.e. none contrived. Interviews, Questionnaires and Observations were conducted from PIA (employees), two travel agents and the end users to understand their perspective on E-ticketing. After data was collected and tabulated, analysis was begun with the calculation of percentages, which summarizes or represents all the data. Mode was calculated to check the most occurred answer. For the graphical display of data bar chart are used which is a way of displaying statistical data using horizontal or vertical bars with the aid of Ms Excel. Pie charts are also used in order to display the contribution of each value to a total.Results show that PIA e-ticketing is still not a very popular concept in Pakistan; however people are ready to turn to it for the benefits it has to offer. PIA should definitely provide more incentives and discounts to its online users. They should concentrate on making the website more user-friendly also providing an option for the website in Urdu language.