Pakistan International Airlines (PIA) has disciplined one of its female flight attendants for misbehaving at a private hotel in Islamabad.
The airline has suspended the air hostess, Anida Arain, from operating on foreign flights for two months and issued a letter of disapproval to her male colleague, Haji Zafar Ali, who was also involved in the incident.
On 16 April, two female flight attendants and one male staff member arrived at a private hotel in the federal capital. The hotel management filed a complaint regarding Arain, claiming that she had behaved rudely when her demand for a room was refused.
A video of the event has now emerged, showing Arain and Ali yelling at hotel management and accusing them of colluding with guest houses.
When Arain grew enraged, she smashed the phone receiver on the hotel’s reception desk while talking. This infuriated the receptionist, who can be seen in the video ordering security to remove the crew members out.
The PIA management voiced its concern with its employees’ misbehavior and issued a letter of reprimand to Arain and Ali. The letter raised concern over the improper behavior, stating that it is unprofessional and reflects poorly on PIA’s organizational reputation.
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Intolerance has embedded into our blood and is a norm these days where everyone is trying to bring down the other person in our social lives. Might as right is what can describe this demeanor.
I don’t think they (the pia crew)were wrong.as they were asking for rooms which is their right and hotel staff refusing to give the room by saying that there is no room available which is obviously not the problem of the crew.the hotel had contract with the pia tht thy will provide facilities to the cree then why thy r not doing so.i think the mistake is at hotel management sight.the letter should be issued to them not the the crew members.
I assume rudiness is part of their training. The contract was between hotel and pia. So the crew should have contacted their line management. However this is Pakistan, we’re anyone wearing a trousers, assume they are superior. Good manners don’t cost.
Yes but no need to behave like that.
Sometime there is overbooking and hotel give you a room at another hotel which has similar facility.
They have contract with the organization to reserve the room for crew member after a long and tiering flight when u reach hotel and they say to u that they don’t have room which is not acceptable definitely they have to face these kind of of situation cause crew is doing the toughest job so its not an easy to understand for normal peoples.
Absolutely correct. There should be better coordination between PiA management and Hotels. Crew after a long tiring duty must not be facing such a shameful situation.
There is a contract between hotel and management to reserve rooms 24 hours. Pia is paying for that. And crew get a reservation list from their office which means hotel management is bound to give them those rooms which are 24 hours reserved. Crew is doing duty 12+2 with shortage. Long tiring duty with pakistani passengers uff. And then a hotel management told them no rooms. At that time crew was dieng to sleep. Their body swells. Their brain get mauf. Normal peoples cant understand.
That is besides the point… Don’t expect such behavior from our National Carriers Cabin crew. One should always maintain their composure.
The whole point is that the hotel must NEVER provoke a guest who reacted to an inhospitable case scenario at a hotel – a hotel is a symbol of hospitality and not shrugging off a visitor – a tired guest who is refused a room.
Yes absolutely right
Whatever the reason is..she smashed receiver brutally thats not the proper way t react…incompitant staff
We are known to be a nation addicted to non productive irritating others . though Argument are bad but there is no more self respect desire or ethics in our culture. Then we DONOT investigate matters nor publish the verdict so grow up & cultivate culture of self respect which is mandatory
Everything wrong by hotel management, crew not intentionally do the behaviour like this, something done bad by the hotel tham her reaction was made like this. Please donot post the story one sided.
Then p. I. A, should cancel their contract. Bad manners have no excuse, irrespective of whose fault is it.
This is not happened for the first time. Its been repeatedly happening since from last 5 years almost 3/4 time in a week. When crew arrived then on counter they refuse Rooms instead of informing base management so that they know it on time and arrange other hotel . I my self was a crew and witness of this thing. Why crew always gets noticed and punished. Why they dont ask base management and hotel management. Crew suffer everything in their 12 to 14 hours duty. And after flight they always treated like a lawaris on other bases. Bad management.
Absolutely right 👍
So if the Hotel Management is wrong so the Crew has the right to burn down the Hotel?🤭
No fault of PIA crew. Letter of displeasure PIA k MD aur CEO ko milna chyay. How come the hotel denied rooms when they have contract for the same thing. Ab wo uniform may Road pay ja k soyay. Har jga nazla chotay mulazim pay girta hy. The bloody management is not asked any where. Insaf hota tu ess incident pay Director Flight Services, Director HR farigh hota. Crew nay kuch b nae kia, en ka Mon thorna chyay ta.
I am surprised that piac management issue show cause or displeasure to crew instead investigating the matter.. After retirement from piac I joined private airline, they had contract with one local hotel. At midnight after my duty was over & exhausted I reached hotel and same happened to me. But my Airline supported me & hotel accommodated me into a suites rooms. Next morning hotel G.M. came to my breakfast table for asking his apologies.
But I am surprised how can piac leave their female crew without support. This is Ridiculous on part of Airline & Aviation Regulairs e.g. CAA PAKISRAN.
We Stand with PIA Crews…. They are not at Fault……..At All. Good Job by the Crew Members. Weldone!!! the Hotel Management Needed a treatment more than this. Shame on PIA Management for not supporting Employees.
I believe that PIA organization must support the crew۔ Apparently,crew did nothing wrong۔
I appreciate their boldness for their for their vestage right.
With due respect, Sir definitely you will not behave like that lady…
Definitely this is mismanagement of PIA & Hotel management, but is it correct to yell & through Phone like that???? Thanks
Absolutely right 👍
Are we still living in the stone age era? If there is an agreement signed between PIA and hotel management that the hotel management is at any cost will provide rooms to the PIA staff than the hotel management by all means are bound to provide rooms to the staff. Secondly PIA should inform the staff in writing that there is definite advance booking for such staff in a definite hotel for such time. I can obviously see the mismanagement from both PIA management and the hotel management. A small message on the PIA staff mobiles is quiet enough before their arrival to the hotel that they already have confirmed booking and they will straight away go the their respective rooms without waiting their time. For the time being keep aside the behavior of PIA staff if such an arrangement had done already between both the parties than this mishap never happened in the first place. I will also like to mention under all the circumstances we should observe discipline and patience and should try to resolve such matters amicably without showing anger.
Thank God . Surat Al Nisa (5) in Quran is dedicated to inheritance & marital rights of Women. Do we support our feminine be it a Nurse Teacher Model or air crew. Lets YOU as One human pledge to support our Sisters Mothers Daughters & nephews Nieces & neighbors they deserve it
PIA crew perform long, tiring duties and they expect proper accommodation to sleep after work and before next flight duties.
Crew members are human beings in uniform and they may become angry after sleepless work hours.
Absolutely right but be patience
Basically it’s between Hotel management & PIA Management…Crew should take in written from reception that No Accomodation is available and send it to their GM and higher ups…. Misbehaving, Rude attitude and Slang Language “tumhara Baap bhee Nahi kr skta” Elder Male staff is absolutely disgusting and shows their Non professional attitude.Cabin Crew Job needs Courtesy, Professionalism and Control on nerves under pressure…. Which PIA crew members nerds badly.. Great People to Fly with should be implemented in pure spirit ☺️
True Picture of Pakistani Women
A very sad moment for us, after a long and tiring flight they are even not provided a room to rest.Very sad. Where should they go ??How come hotel management is so irresponsible to not provide room for them.Its their responsibility to provide best services to everyone regardless of status,position etc.
PIA should end contract with that hotel and sue them for not providing services.
Dear it’s your management issues, when they didn’t clear their Bill’s on time then definitely hotel will limit your accommodation facilities.. briefing shift should coordinate from hotel reception before sending crew 👍
PIA Management should take back Shameless letters. We Stand with Crews…. They are not at Fault……..At All. Good Job by the Crew Members. Weldone!!! the Hotel Management Needed a treatment more than this. Shame on PIA Management for not supporting Employees.
No matter whosoever’s fault it was,PIA staff should have maintained their composure.They are representing the national career.Acting like goons is no way.And unfortunately this has become a norm with PIA’s cabin crew these days.They lack discipline.The concierge was only doing his job,this was nothing personal.No one has the right to go slamming phones around and throwing things like this.She should have contacted her high up’s instead of taking the matter in her hands.
It was the hotels careless attitude that provoked the crew to react in that mannar that would not have happened if the hotel personnel was doing his/ her duty according to the norms of hospitality. It is an obligation of the hotel to attend the guest in a good manner instead of refusing to attend on the phone.
Very well said 👍
First of all they misbehaved that’s correct but my concerned is that why the Hotel didn’t allocate the rooms for the crew, because they are the regular customer of the hotel, so notice should be taken on hotel management as well. Serve your regular customer first then others
The Most Drastic & Shameful Factor is this happened with the staff it Crew of such an Esteemed Airlines i.e. PIA who is Mother of lots of New Airlines like,Emirates,Qatar Airways,Etihad etc.
This Truly is a Great Failure of PIA Management who definitely are Non Professionals & based on their ” Political Affiliations” have become CEO,Directors & GMs of PIA
When Merit is Violated then this End Result Happened.
ProPakistani u r always give negative news against pia. After 14 hours duty if they don’t give a room according even though contract with pia then its pathetic. So don’t give one sided negative report
پی آئی اے کی مینجمنٹ کو چھتر مارنے چاہیں ۔جواپنے اسٹاف کو بغیر رومبکنگ کے ہوٹل بھیج دیتا ہے
I don’t know why every thing is taken out of context and presented for spicy pleasures
As a frequent traveller when you are not in your home town and the person responsible for your booking does not uphold the responsibility then you are bound to loose your temper.
Likewise if the organization is clearing the hotels bills on time they are at 100% fault.
So like I said taken out of context and presented for pleasure
She is right, after a hacktic flt even they are not getting rooms conveniently,
Its not the fault of crew. Management should be blamed for that. She did the right thing. We have seen this many times that pia send its crew and hotel said we dont have rooms for you.
Results of political appointments, lack of behavioral trainings, work load of continue duties, mismanagement, maladministratio…i have been on 2 months internship in PIA head office karachi in 20 yrs b4,,,,these r facts
It is a breach of contract.
The Hotel has dishonored the Contract.
Rooms for the Crews should be readily available as stipulated in the Contract.
The Airline’s Station Manager must also be held responsible for not checking with the Hotel if the rooms were available otherwise having contingency arrangements before the arrival of the Crew!
The ‘PIA Station Manager’ should also be reprimanded for the this lapse and I am sure this must have been happening regularly.
The Crew must also be cautioned for vandalism.
Everyone should bear proportionate responsibility for this incident.
It is very unfair to take the easy way out by just punishing just the Crew📞
She should be terminated immediately. One can only wonder how this lady would be behaving with passengers on PIA flights. PIA has already lost its reputation. It cannot further risk having such characters on board.
We as a nation are ill mannered and intolerant. In my opinion both sides are at fault. But no issue who cares about rules
With Ill-fated mind-set the PIA crew’s think that we are still in market Baba PIA is finished and matric passed crew definitely react according to there Mai baap looters plunderer 😆
In my opinion mistake at hotel side they are giving her room even PIA having contract with them
In my opinion mistake at hotel side they are not giving her room even she has advance booking
She seems right on her point from the video. It’s the hotel management to be punished for not fulfilling the commitment.
Although she should be ashamed of using cast “Arain” with name if she is a Muslim.
The matter could have been resolved, if the PIA staff would have informed their management. It is clear that the hotel was not informed about the numbers arriving . Otherwise the hotel survives on Airline crew accommodation as a permanent business. These old PIA haggard’s have grown to be utterly rude either in cabin or outside
It is very clear that there a lapse on part of the hotel. The crew who arrived tired after a flight seem to be expecting a room. The person on the other side of the phone (hotel personnel) is being inhospitable. It is the duty of hotel staff to calm the guest and see them in person to resolve any issue. Even the person at the reception is not attending the guest. The crew guest is obviously provoked by the hotel person. In general there are serious problems in our service industry which tourists complain. It is the hotel/ hospitality people prime responsibility to take care of an arriving guest to whom they charge for room.
What was the reason for refusing to the crew accommodations?
People are either siding with the crew members or the hotel staff without complete knowledge of the incident.
Was she the only person who was denied a room or were all crew members on the same boat? Or was she denied the specific room she wanted?
If PIA has a contract with the hotel to provide rooms to it’s staff as and when required, and are paying the hotel for the same then the hotel is to be blamed.
The crew members should have contacted the responsible department of PIA for redressal and solution.
In either case, shouting in the lobby and banging the telephone cannot be justified and reflects not only on the inadequate training and education level of PIA’s staff but on PIA itself.
Gone are the days of PIA “Great people to fly with”
Totally agree 💯
Yes good analysis on the whole issue.
She should be terminated with immediate effect
Is she an air hostess or a hawaeee masee.
Aur rakho sifarsheeeee.
Video Viral hogaee to suspend KARDIYA
Abhee restore bhee hojayegee
PIA. is a Corrupt Airline..
They Destroyed there IMAGE
The cause is obvious,,hotel management made them anger by refusing to provide room,,so outcome is obvious like this ,, explanation to PIA staff Only is not ,,hotel management also need to explain.
i think pia management over reacted. crew
mostly tired and get frustrated even if they delayed for room. management could solve the matter by giving warning to crew but punishing them is unfair.
.
P😡😡R people to FLY ✈️ with;
کس کی نظر لگ گئی پی آئی اے کو؟
PIA management is at FAULT:
If this is occuring repeatedly, then it is 💯 % confirmation that there is something wrong on the part of PIA, officers responsible for arranging accomodations for the Crew.
Possibility of an underhand deal and Corrupt Practices, between Hotel & PIA management can not be ruled out.
Even she was fighting for her right …..
Why a crew has to face suspension even this is management fault and flaws … ? Isn’t so …. ?
U r right the person should be suspended who is looking after hotel facilities of crew
Same they do with passengers.
Its PIA MANAGEMENT FAULT I HAVE SEEN ONCE WHILE CHECKING IN PIA CREW WAS ON HOLD AFTER 16 HOURS FLIGHT AND HOTEL STAFF TELLING THEM WE DONT HAVE ROOMS U HAVE TO WAIT FOR 2 HOURS REDICULUS
PIA MANAGEMENT IS NON PROFESSIONAL
Who has given u this video u shold also be accountable plus who sent you for posting private video not following privacy laws
Both should have been fired without any pension.
Is ne to bht kum gusa kia, dandy se pitayi krni the third class hotel k manager ki, lalhi hotel
WHEN HOTELS DONT GET PROPERLY PAID ON TIME THIS IS THE RESULT
Well, you can only see what the crew member is saying over the phone, but no discussions have been revealed on the other side of the phone.
You shouldn’t make your judgement based on a one-sided story.
For example, if someone slaps you, you are not going to sit there and let them walk over you.
I can see that the only person suffering from not being accommodated is a crew member after tiring duty, not the hotel or PIA management.
Fault lies at hotel administration level. They made her furious. We don’t know what other person is saying. Air hostess should be pardoned and hotel should be served noticed for not providing rooms.
My name is Mohsin I’m inter mediat i’m form karachi I apply this job
Very pathetic from Hotel management. Where crew should stay. Why PIA is not supporting its staff. I PIA can’t manage these issues it must be sold out on first priority. I have the experience of these situations and crew is 100% right. Moreover you can’t listen what the other man is saying on phone. Definitely he misbehaved with lady and she retaliated in response. Shameful for hotel and PIA management.
Tarbiyaat m kami reh gai shaid in mohtarmaa k
I think there are ways to manage angry customers it’s a pity that National Airline staff is not respected in their own country. Manager could have shown some dignity by appearing in person instead of being on phone. They could have made them to sit in a proper room until they were shifted to another hotel and could have offered them a cup of tea or coffee. Nobody behaves this way unless there is something grave happening. Had this been a private airline or other national airline, hotel staff would have managed the same situation differently. Many of us get cranky after a long tiring work day, hotel staff should be trained how to manage such situations after all we are all humans at the end of the day.
You should also post the name of the hotel why only defame the airline.
جو رویہ پی۔آئی۔اے۔ کریو کا تھا۔
وہ انتہائی غیر مناسب تھا۔
اگر ایسا ہی رؤیہ ان کے ساتھ کوئی مسافر دوران فلائٹ اختیار کرے۔
تو پھر یہ کریو اس مسافر کو یا تو آف لوڈ کر دیتے۔
یا سیکورٹی عملے کو طلب کر لیتے۔
Simple when PIA cancels flights you cannot shout or misbehave with ground or air staff. Same is true for hotel front desk personnel.
The blatant disregard of service and failure for this business conducting itself in ensuring proper accommodations were met isn’t even being emphasized here. The bad “behavior” of a tired employee who arrived after a 14-16 hour shift was and the comments are condemning the reaction she had simply because she’s a woman and most of you feel it’s justifiable to emphasize her behavior and determine what is “acceptable” or not. You should be ashamed and imagine if that were your mother. You came from a woman, why hate on women for having a valid human response to a situation that is quite unfair.
The stupid hotel takes contract by giving bribe then they make trouble for poor staff .
She was totally right when they can’t provide service why they take contract. They are taking money from pia and also from customers
PIA should not only take one way action against the staff but they should cancel contract with this third class Hotel also.
Pia should take extreme care of all its staff esp air crew bcoz all safety depends how well rested they are for next flight. Tired ground and air crew and pilots are not good.
I’m frequent international traveler and used PIA service so many time. I feel more comfortable with Pakistani Hostesses and staff because they are very accommodating. But after their tiring job in two-way and long flights if hotel didn’t accommodate them the responsibility must be fix on hotel management and base management i.e HR not the Crew
What’s wrong in this video ??? They are asking for room after refusal from hotel…me also ex-pc hotel employee I know PIA or another airline crew they are tired after long flight they need only key 🔑 of room ASAP to take rest and 😴 if they face this kind of situation every visit then …..they have right to shake all the hotel poor management to wakeup and improve your management.
In kanjrio ki thek thaak thukai honi chahye. Inka mindset wahi hai. Permanent employee hain koi kya ukhaar lega….
Why piA hired with high wages psychologists per month to impart emotional help rehabilitation time n again periodically as they always remain on heels 24/07 in n abroad constantly.So their natural human needs may be fulfilled on humanitarian grounds .
As a foolish nation, d people r out of senses & behavioural manners. PIA must train their crew members ( most of them r working on fake certificates & degrees, from Etihad or Qatar or Emirates airlines to train them to humanity manners.
We stand with crew ,it was there Right to ask for room