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| Islamabad to London. We enrolled to become award members, and upgraded to business class seats on our outward bound flight from Heathrow to Islamabad. My husband was suffering shoulder and neck pain and I from lower back pain. We arrived at the boarding gate and were told to wait in the corridor as the seating area was full, looking inside we saw that some passengers were using the seats to put their luggage on, we insisted on being able to get into the seated waiting area and eventually were allowed to go in , once there we asked the passengers to remove the luggage from the seat and let us sit down. The seats in the aeroplane are old style and were not fully functional, they would go flat but we were unable to sit up as they would not pull up enough. We asked the steward to help sort them out they were unable to do so and could not offer alternative seats. They were unable to provide extra pillow or blankets, as they claimed they only carried a limited amount. The food was reasonable but not really presented as one would expect in business class. Having travelled on other airlines business class this fell very short in service and comfort. The cutlery was plastic - really is that the best they can do?? There was no in flight entertainment or newspapers offered. The icing on the cake for this journey was having to wait for our luggage over 2 and a half hours even economy collected their baggage before us. We visited Saddar PIA office and spoke to the Shabbir duty manager there to complain about the service we received, we were told to make a formal written complaint and someone will be in touch within a day or two. Having done this we waited and waited for a response. Needless to say no one called to offer any explanation or any form of remedy. We were seeking to upgrade on our return journey but they were unable to do that as they claimed there system was in the process of being upgraded. Still after a few days no one contacted us. Their phone system is useless we tried calling only to be left hanging on the phone for hours. Eventually you get through and the call attendees cut you off. After a few days we then went into the Islamabad office saw the duty manager to see if we can upgrade, only to be told they are unable to do that as all business class seats are full and their system was not allowing them to upgrade. They checked us in to seats 1A and 1C and gave us paperwork to confirm our seat allocation, No sufficient explanation or compensation was offered for the journey we had already been on. Fresh return tickets in hand. We arrived at the airport in ISB, only to find that the counter clerk had changed the seats allocated saying that they were wrongly allocated by the duty manager at PIA office ISB and he referred the matter to a supervisor who said he needed to speak with that the duty manager at PIA office ISB did not have the authority to allocate those seats to us.