Last edit by: msm2000uk
Welcome to the best place to discuss your issue or complaint about QR.
Here on the QR Forum, we have seen and helped FTers with many different complaints, issues, and problems with Qatar Airways.
The official QR Contact line do not tend to show too much creativity in problem resolution, and can be a little slow.
The best options, are either through Twitter, or by email below.
So, before messaging QR directly ([email protected]), why not share your problem here, and see if we can assist?
Here on the QR Forum, we have seen and helped FTers with many different complaints, issues, and problems with Qatar Airways.
The official QR Contact line do not tend to show too much creativity in problem resolution, and can be a little slow.
The best options, are either through Twitter, or by email below.
So, before messaging QR directly ([email protected]), why not share your problem here, and see if we can assist?
Complaints / Rants / Problems with QR
#526
Join Date: Dec 2002
Programs: QR Plat
Posts: 2,416
Seeing I still have no luggage, I don't see getting 6 hours of F as worth compared to just doing it all in business. Factor the money and inconvenience into it and I'm likely to say I will just save the money and hassle and let the QCredits expire. My experience with QRPC thus far is 50-50 in terms of what goes well and what ends up in a involuntary safari, based on 5 years as a platinum member.
For me wether or not I drink Krug, or how nice the F cabin is, is not really a huge point. I might as well just let the QCredits lapse (my travel pattern makes them unusable for me for anything else).
All in all, the whole way the culture in Doha works, with everything being a negotioation, and seeing how willing people are to pass the buck, the time spent chasing an organisation that is more focused on bling than getting basic processes to work, I see extremely low value in being a platinum, as it is at the end of the day either time and/or money out of my side of the equation.
All I want now is my luggage so I can settle in and get my work done.
-A
Last edited by ph-ndr; Apr 21, 2017 at 3:04 am Reason: Edit for clarity and speeeling.
#527
Join Date: Dec 2002
Programs: QR Plat
Posts: 2,416
One positive thing, the Al-Safwa lounge did serve V-C 2006 Ponsardin Brut, which I found to be extremely drinkable. It's noted on my shopping list at home.
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Last edited by ph-ndr; Apr 21, 2017 at 3:08 am
#528
Join Date: Dec 2002
Programs: QR Plat
Posts: 2,416
Just got word the luggage would be here some time tomorrow.
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#529
Join Date: Dec 2002
Programs: QR Plat
Posts: 2,416
Luggage is aparently in a car being delivered now, but the fun part seems to be that the bag got here with TG from OSL. That means that QR actually offloaded my bag in OSL whilst trying to sort the ticket, and then noone in Doha did anything on this either while claiming my luggge was OK at checkin in Doha for BKK.
Fantastic piece of coordination.
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Fantastic piece of coordination.
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#530
Join Date: Apr 2013
Programs: SPG, AA, United
Posts: 1,782
All in all, the whole way the culture in Doha works, with everything being a negotioation, and seeing how willing people are to pass the buck, the time spent chasing an organisation that is more focused on bling than getting basic processes to work, I see extremely low value in being a platinum, as it is at the end of the day either time and/or money out of my side of the equation.
This being said, I've generally found QR economy service to be on par with economy offerings from other carriers on the same legs, but at a lesser fare--so a good value.
#531
Join Date: Dec 2002
Programs: QR Plat
Posts: 2,416
In my experience, it's generally like this once you get away from first-world levels of business and customer service. What is 'just passing' to us is usually what is considered 'great service' in those parts of the world. (You should hear about the food disaster at my wedding reception in Bangalore India--really great when your guests miss your wedding because of food illnesses from the hotel's food.)
On the other hand, as for QR, the moment their marketing people start calling it a three star airline I will adjust my expectations to that level. Right now I've following their lead on this being a five star operation.
-A
#532
Join Date: Dec 2014
Location: Southampton, UK
Programs: BAEC GFL, GGL, Hilton Diamond, EuroBonus Gold for Life, SPG Plat Elite
Posts: 217
My main problem apart from the EC compensation (see up-thread) was the fact that in LHR the Check-in supervisor and the Ticket desk Manager told me the Entebbe flight would be held but in the unlikely event it was not, I would be routed on the flight to Nairobi and then to Entebbe arriving about three hours late. My gut reaction was to insist on a reroute from LHR but these two senior staff were adamant that everything would work well. I believe that I was deliberately lied to just to get me on the plane and out of their sphere of responsibility.
Of course it didn't work as they insisted it would. All Doha were originally offering was a 24 hour delay until the following day which would have got me in hours after I was meant to make the keynote speech at a conference. It was only through my insistence that they do something that I even got a different offer.
I shall remember the souk analogy if ever travelling on QR again.
Certainly the BAEC comments built up expectations that were not reached.
#533
Join Date: Apr 2013
Programs: SPG, AA, United
Posts: 1,782
I work in both rural East Africa and some cities there, as well as parts of Asia, I am very familiar with what to expect in various locales, and know that can all lead to both fun and consternation.
On the other hand, as for QR, the moment their marketing people start calling it a three star airline I will adjust my expectations to that level. Right now I've following their lead on this being a five star operation.
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On the other hand, as for QR, the moment their marketing people start calling it a three star airline I will adjust my expectations to that level. Right now I've following their lead on this being a five star operation.
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India has a bunch of hotels that boast '7 stars'. I've yet to find one '5 star' that exceeded your normal US Holiday Inn Express or Hampton Inn--and this is after being in the hospitality industry myself for the better part of 3 decades.
#534
Join Date: Dec 2002
Programs: QR Plat
Posts: 2,416
On the other hand, it is only fair dues to say that their cabin product is very good. The problems are almost exclusively related to the folks running the shop and how it is run on the ground.
-A
#535
Join Date: Apr 2013
Programs: SPG, AA, United
Posts: 1,782
It doesn't stop me from using their words against them as needed. You market your wares to me, and make bold claims, then I measure your claims to my expectations. As a global business I expect them to not behave as a local company. Do I hold the IT department I run for a hospital so far out in the bush in Tanzania that we barely see tourists to the same standard? No.
On the other hand, it is only fair dues to say that their cabin product is very good. The problems are almost exclusively related to the folks running the shop and how it is run on the ground.
-A
On the other hand, it is only fair dues to say that their cabin product is very good. The problems are almost exclusively related to the folks running the shop and how it is run on the ground.
-A
I too have found the cabin product to be good and the ground staff and communications areas to be the areas lacking.
#536
Moderator, Finnair
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Platinum, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,132
On a recent flight, I asked to be served a light meal 3 hours into the flight as I wanted to rest a bit first.
After 3 hours nothing happens. Well, it is not like I am going anywhere so I decide to wait and see. Half an hour passes and then one FA approaches me:
When '3 hours' turns into '4 hours 15 minutes' it seems rather pointless to set a dining time in advance.
Am I expecting to much when I think the dine-on-demand concept should deliver the ordered food within say 10 minutes?
After 3 hours nothing happens. Well, it is not like I am going anywhere so I decide to wait and see. Half an hour passes and then one FA approaches me:
- Do you want to eat now?
- Yes please!
- OK, give us 20 minutes to heat your meal.
That last part is rather silly as it is a cold meal option but at least now I know food is in the works. I continue to wait. 45 minutes later my cold meal arrives, without the drink ordered. I actually have to call to get it. - Yes please!
- OK, give us 20 minutes to heat your meal.
When '3 hours' turns into '4 hours 15 minutes' it seems rather pointless to set a dining time in advance.
Am I expecting to much when I think the dine-on-demand concept should deliver the ordered food within say 10 minutes?
#537
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,662
No, but you are expecting too much when you don't make allowances for oversights. No one is perfect; and I expect that that includes you. More to the point, you are, IMO, somewhat responsible for your own situation due to your choosing to "wait and see" instead of being proactive. Were you more interested in eating or conducting some type of customer service experiment?
#538
Moderator, Finnair
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Platinum, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,132
Like I said I had no better place to be so indeed I made it into a customer service benchmark.
At the 3 hour mark, the FA was busy serving customers in another row, and it felt unnecessary and DYKWIA to call for attention. It was absolutely no big deal, and I assumed they would get to me in due time. They did at the 3.30 mark which I felt was still within reason.
However, by not being ready to serve anything by then and needing another 45 minutes to "heat" a cold pre-plated meal makes me think the crew on this flight was not experienced or trained well enough to fulfil reasonable expectations on the dine-on-demand concept.
They approached me in the beginning of the flight asking when and what I wanted to eat, and as it was a 16 hour flight, timing on meal service was going to make a difference for jetlag management. What is why I opted for a specific time, instead of just call when I want to eat which I usually do.
Now, I did not at all imply that oversights could not happen nor that staff needs to be perfect. I am just checking to see what expectation one can have on the dine-on-demand concept. If a 1.15 delay is within the standards then so be it.
At the 3 hour mark, the FA was busy serving customers in another row, and it felt unnecessary and DYKWIA to call for attention. It was absolutely no big deal, and I assumed they would get to me in due time. They did at the 3.30 mark which I felt was still within reason.
However, by not being ready to serve anything by then and needing another 45 minutes to "heat" a cold pre-plated meal makes me think the crew on this flight was not experienced or trained well enough to fulfil reasonable expectations on the dine-on-demand concept.
They approached me in the beginning of the flight asking when and what I wanted to eat, and as it was a 16 hour flight, timing on meal service was going to make a difference for jetlag management. What is why I opted for a specific time, instead of just call when I want to eat which I usually do.
Now, I did not at all imply that oversights could not happen nor that staff needs to be perfect. I am just checking to see what expectation one can have on the dine-on-demand concept. If a 1.15 delay is within the standards then so be it.
#539
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,662
As I'm aging, I find jetlag getting increasingly severe on my bi-monthly commutes between UTH and BOS. For me, managing jetlag would be far more important than conducting a customer service experiment to see how good/bad the onboard service is. I would have been much more proactive.
#540
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 16,971
...I asked to be served a light meal 3 hours into the flight as I wanted to rest a bit first.
After 3 hours nothing happens. Well, it is not like I am going anywhere so I decide to wait and see. Half an hour passes and then one FA approaches me:
When '3 hours' turns into '4 hours 15 minutes' it seems rather pointless to set a dining time in advance.
Am I expecting to much when I think the dine-on-demand concept should deliver the ordered food within say 10 minutes?
After 3 hours nothing happens. Well, it is not like I am going anywhere so I decide to wait and see. Half an hour passes and then one FA approaches me:
- Do you want to eat now?
- Yes please!
- OK, give us 20 minutes to heat your meal.
...I continue to wait. 45 minutes later my cold meal arrives... - Yes please!
- OK, give us 20 minutes to heat your meal.
When '3 hours' turns into '4 hours 15 minutes' it seems rather pointless to set a dining time in advance.
Am I expecting to much when I think the dine-on-demand concept should deliver the ordered food within say 10 minutes?
In your case the crew missed the three hour "wake-up" call, and then spent 25 minute longer than planned preparing your meal.
Either the timing was important to you (in which case you'd want to remind crew of your request after three hours was gone), or it wasn't important (in which case .....).
The clue might be in the label dine-on-demand: rest, sleep, read ..whatever, then press the call button when you want to eat.