Sir: Now that the brouhaha over what is to be done with Pakistan International Airlines (PIA) has settled down, there is only one group of people negatively affected and that is the passengers who have paid money, taken out time and energy, and made the commitment to travel. They now find themselves stranded and confronted with haphazard flight schedules in a jungle of bungled up flights, destinations, and next to no customer care. What is the fault of the passengers whose tickets have not been refunded, who have been put on hold with no convenience afforded to them? The first and foremost duty of PIA staff is to sort out all passenger difficulties. They are, after all, the pivot on which the carrier’s business turns. TANIA ZAFAR Lahore