MPA (400+ posts)
Yeah there is no doubt plenty of room to improve but their refund policy is definitely improved.Sounds music to my ears.
I used to fly diligently every 2-3 months from Manchester to Islamabad on PIA during musharaf's time. They never gave me a chance to complain.
Then in Zardari's era they once made me suffocate for 2 hours by keeping the aircraft on the platform without any aircon on and one more time my armrest and seat back broke during the flight. Since then I offered tauba, not to fly on PIA again! :(