TORTURE AIRWAYS!. Review on Qatar Airways

For my recent trip from Dubai to Hong Kong and back, I chose Qatar Airways as they had newly launched flights to this route via Doha. The news was given much coverage in the local media and quality in-flight service and entertainment even in Economy class was promised by the CEO of this so called “5 star airline” for the 8 hour flights on the route. The truth was the complete OPPOSITE.

The 50 minute connecting flight QR115 (17th April) from Dubai to Doha was delayed by half an hour but the crew assured many of us that the connecting flight to Hong Kong would wait at Doha for us. At the Doha airport transfers section, it was total chaos as people scrambled over each other to ensure they got their connecting flights, not just to Hong Kong but to many other destinations. Only one Qatar Airways official was present to supervise some 15 airport agents dealing with troubled QR passengers at the “Transfers desk” and everyone was at his mercy. I was flatly told that my Hong Kong flight QR812 (18th April) had just “departed”, and that we would be provided hotel rooms and food as compensation. When we angrily demanded and persisted that this was unacceptable they suddenly changed their minds and allowed us to board the same flight! Strange!

This flight to Hong Kong was NOT on a new state-of-the-art aircraft as promised, there were no individual TV screens, and the general in flight service and entertainment was absolutely pathetic. For an 8 hour flight, this was definitely the worst experience ever, except for the food, which was okay (of course, my choice on the menu was not available!). I am happy to say that I have had better flights on an excellent budget airline, Air Arabia, for a mere fraction of the fare. On enquiring with the cabin crew, I was told that today was an isolated case and this aircraft was used due to some “technical” troubles on the “normal” super duper non-existent aircraft they are so proud off. I did not believe her but submitted a feedback form nevertheless (which I’m sure went to the trash can).

For my return flight QR817 (29th April) from HK, I was shocked when I arrived at the check in counter in HK airport and found out that my booking was “cancelled” as I had not reconfirmed (in spite of holding a fully confirmed and fully paid ticket from Dubai itself). While this might be a STRICT Qatar Airways policy, I was not aware or told about it except on that day. The HK airport officials there told me this was the usual case for Qatar Airways flights due to their strange policies, and I was told that I would be put on “stand by” for the flight and allowed only if there was a seat at the last minute. Also, my onward connection from Doha to Dubai was rescheduled to 8 hours later, for which I had to pay a fee as well for no fault of mine. I could again enroll for a “stand-by” option again once in Doha though, if I wanted my original flight. How considerate. Anyways, I was given a boarding pass and asked to wait and wait near the boarding terminal, as all the passengers boarded. I was not even updated on the situation and when I asked I was given weird looks and told to “wait”. Finally, when there was just 5 minutes left for the flight to depart from HK (and I was crazily anxious and frustrated by then), I was told that I could board, and imagine my surprise when I found at least 10 seats vacant on the so called “fully booked” flight. Again, the aircraft, service and in-flight entertainment was the same as the earlier flight, so I assume I can confirm that their mighty promises are useless and complete lies. I didn’t bother to send a feedback form this time.

Once more at Doha airport it was chaos with several people missing connection flights due to the incompetence and poor customer service and management. It came to the point where a group of waiting, frustrated European passengers even began to chant “We want to check-in” at the officials. There were no queues in any counter and the airport is so small that it is bursting with people waiting, sleeping on the floor amidst all the baggage and seats. On demanding that I be put on “standby” mode for my connection to Dubai than wait 8 hours for the next flight, I was once more told that the original flight had departed already. By this time, I exploded, but thankfully one of the rare friendly officers there consoled me, and told me that Qatar Airways says or did these kinds of things often, to give seats to the “local” Qatari’s who barge in at the last minute and demand flights. Unbelievable.

Finally, Qatar Airways then made the best decision in this whole ordeal; it put around 10 of us disgruntled passengers bound for Dubai on an Emirates flight EK0848 which was departing soon! This 50 minute flight, on one of the most sophisticated aircraft I have ever been in, was a beautiful experience, made terrific by the courteous cabin crew and in flight service, complete with audio/video on demand and what not just for 50 minutes!

I wonder how Qatar Airways ever got a 5 star ranking which it so proudly boasts about. I will never ever fly Qatar Airways again, and strongly recommend that no one else does as well.

Dubai International Airport and Emirates, you deserve the superb worldwide status you enjoy today, keep up the good work always!

P.S After arriving, I did send across letters to their customer care etc but of course, there was no reply. What’s more, the frequent flier miles I had earned has not been credited for my return journey yet inspite of several reminders, and it’s been more than a month now.

Ahh…I guess we learn from mistakes!

Shaz