Islamabad Airport Launches Premium Concierge Service

Islamabad International Airport has formally launched the “Khush Aamdeed” premium meet-and-assist service to provide passengers with a more comfortable and organised travel experience.

Federal Secretary for Defence Lieutenant General (retd) Muhammad Ali inaugurated the service. Senior officials from the government, Pakistan Airports Authority (PAA), Pakistan International Airlines and the aviation sector attended the ceremony.

Passengers travelling from Islamabad to Madinah were the first to use the new service.

Islamabad Airport Concierge Service at a Glance

What Is the Khush Aamdeed Service?

Khush Aamdeed is a paid airport-assistance service for passengers who want personal support during their arrival or departure.

A dedicated airport host guides the passenger through different parts of the terminal. The service is intended to make check-in, security clearance, immigration and baggage handling easier.

It is being provided by Walee Al-Nazawy in partnership with the Pakistan Airports Authority. The operating company describes it as Pakistan’s first dedicated premium airport meet-and-assist service.

Facilities Available to Passengers

Facilities depend on the package selected by the passenger. The available options may include:

• A dedicated airport host

• Priority check-in assistance

• Support during security clearance

• Dedicated arrival and departure channels

• Immigration facilitation

• Baggage assistance

• Personal guidance inside the terminal

• Premium lounge access

• Buggy or wheelchair arrangements

• Airport pick-up and drop-off

• Help with connecting flights and special requests

The airport host may meet the traveller at an authorised point near the aircraft or terminal entrance and remain available until the required airport procedures are completed.

How the Departure Service Works

A departing passenger must book the service before reaching the airport. The traveller provides the required flight and contact details while selecting a package.

A representative then meets the passenger at the designated location and assists with terminal navigation, check-in and baggage arrangements.

The host also guides the passenger during security and immigration procedures. If lounge access, buggy support or a wheelchair is included in the package, these arrangements are provided before boarding.

The service does not remove any legal requirement. Passengers must still present their passports, visas, tickets and other documents to the relevant authorities.

Assistance for Arriving Passengers

Arriving passengers can receive guidance from an authorised meeting point inside the airport.

The representative may assist them with:

• Finding the correct immigration counter

• Completing arrival procedures

• Collecting baggage

• Moving through the terminal

• Reaching the arrival area

• Coordinating pre-booked transport

• Managing a connecting journey

The exact meeting point and included facilities may differ according to the booking.

Who Can Use the Service?

Khush Aamdeed is not limited to government officials or VIP passengers. It can be booked by travellers who require additional convenience at the airport.

The service is expected to be useful for:

• Domestic and international passengers

• Overseas Pakistanis

• Business travellers

• Diplomats and official delegations

• Foreign visitors

• Senior citizens

• Families travelling with children

• Groups and corporate travellers

• Passengers unfamiliar with the airport

The operating company also plans to offer arrangements for airlines, embassies, hotels, tour operators and corporate travel teams.

First Passengers Use the New Service

Passengers travelling from Islamabad to Madinah became the first group to use Khush Aamdeed after its formal inauguration.

They received assistance during different stages of their departure. Their use of the facility marked the beginning of formal operations at Islamabad International Airport.

Advance Booking Requirement

The service operates through an advance digital booking system. Earlier information about the project indicated that passengers would need to book at least six hours before their scheduled arrival or departure.

Travellers should confirm the latest booking period before their journey because the requirement may change. They should also provide correct flight details so the airport host can arrange the meeting time and location.

Packages and Charges

Different packages are expected to provide different levels of assistance. Basic options may cover meeting, guidance and check-in support, while higher packages may include lounge access, airport transport and additional personal assistance.

Passengers should check the following before making payment:

• Current package price

• Included facilities

• Arrival or departure coverage

• Number of passengers covered

• Lounge-access conditions

• Transport availability

• Baggage limits

• Cancellation and refund rules

Current prices should be verified through the official service provider because online reports may contain older rates.

Security and Immigration Rules Still Apply

Khush Aamdeed provides guidance and coordination, but it does not allow passengers to avoid security or immigration checks.

Every traveller must:

• Carry valid travel documents

• Complete security screening

• Follow immigration requirements

• Meet the airline’s check-in deadline

• Follow baggage restrictions

• Obey instructions from airport authorities

The concierge representative cannot approve a visa, immigration clearance or boarding. These decisions remain with the responsible government department or airline.

Priority assistance may make the process more organised, but it does not guarantee immediate clearance when the airport is busy or additional checks are required.

Partnership Behind Khush Aamdeed

Pakistan Airports Authority awarded the concession for establishing and operating the premium meet-and-assist service at Islamabad International Airport through a competitive procurement process.

The service is being delivered through Walee Al-Nazawy, a partnership between Walee Group and Al-Nazawy Group.

This public-private arrangement is intended to improve airport hospitality without changing the responsibilities of security agencies, immigration authorities or airlines.

Senior Officials Attend the Launch

Defence Secretary Lieutenant General (retd) Muhammad Ali formally inaugurated the service.

Those present at the ceremony included:

• Additional Secretary Major General Qaiser Sulaiman

• PAA Director General Air Vice Marshal Zeeshan Saeed

• PIA Chief Executive Officer Air Vice Marshal Aamir Hayat

• Representatives from government departments

• Officials from the aviation, tourism and hospitality sectors

Their attendance reflected the involvement of several organisations in improving passenger services at the airport.

Why Has the Service Been Introduced?

Large airports can be difficult to navigate, particularly for elderly passengers, families and people travelling internationally for the first time.

The new service has been introduced to provide one point of contact throughout the airport journey. A passenger can receive guidance instead of looking for separate counters or waiting areas without assistance.

The initiative also seeks to bring passenger hospitality at Islamabad Airport closer to the systems available at major international airports in the Gulf, Europe and Asia.

Will It Reduce Waiting Time?

Priority check-in and dedicated facilitation may help passengers complete some procedures more smoothly. However, waiting time will still depend on:

• Passenger traffic

• Airline operations

• Security screening

• Immigration checks

• Baggage handling

• Flight delays

• Additional document verification

Passengers should continue to arrive at the airport within the time recommended by their airline.

Possible Expansion to Other Airports

Khush Aamdeed has started operations at Islamabad International Airport. Its expansion to other airports in Pakistan is under consideration.

No confirmed list of airports or launch dates has been announced. Lahore, Karachi or other locations should not be presented as confirmed until the Pakistan Airports Authority or service provider issues an official schedule.

What Passengers Should Check Before Booking

Travellers should confirm the following information:

• Correct date and flight number

• Airline and terminal details

• Arrival or departure service

• Meeting point

• Number of passengers

• Facilities included in the package

• Wheelchair or special-assistance requirements

• Airport transport coverage

• Payment and refund conditions

• Procedure for a delayed or cancelled flight

Passengers should use only verified booking and payment channels. Passport details, payment information and other personal records should not be shared with unofficial agents.

Frequently Asked Questions

What is Khush Aamdeed?

Khush Aamdeed is a paid premium meet-and-assist service that provides personal guidance to passengers at Islamabad International Airport.

Is the service available for arrivals and departures?

Yes. Passengers can receive assistance while arriving at or departing from the airport, depending on their selected package.

Can an ordinary passenger book it?

Yes. The service is not restricted to diplomats or government officials. Any eligible traveller can book an available package.

What facilities are included?

Facilities may include an airport host, priority check-in support, security and immigration facilitation, baggage assistance, lounge access and airport transport.

Does the service allow passengers to skip security checks?

No. All passengers must complete the required security, immigration and airline procedures.

How early should passengers book?

Earlier information indicated that booking should be completed at least six hours before arrival or departure. Passengers should check the current requirement before travelling.

Are airport pick-up and drop-off included?

Transport is available through selected packages. Travellers should confirm the coverage area and charges before booking.

Will the service launch at other Pakistani airports?

Expansion is being considered, but no complete list or schedule has been announced.