DOH, MCT, missed connection, and a 5 hour delay
May 26, 2016, 2:54 pm
#1
Original Poster
Join Date: Jul 2004
Location: Thailand
Programs: Marriott LT Titanium; IHG Diamond Ambassador
Posts: 1,150
DOH, MCT, missed connection, and a 5 hour delay
RUH - BKK with a 45 minute connection in DOH and I missed, late off the gate 40 minutes, holding for a gate in DOH 7 minutes, then waiting for the jet bridge 5 minutes.
So I was given a new BP and told I should wait in the business lounge for the 5 hours before the next flight.
I'm traveling on paid business so I asked for an OpUp to first, there are 7 seats available. Premium passenger service agent said he could not do it. I asked for a supervisor, same response.
Now if this were a US or EU flight I would be due some money and get the upgrade, space available. I don't know what the rules are if there are any in the middle east.
Surely someone here can provide some information.
Why was I not given the OpUp?
And seriously a MCT of 45 minutes? Are you freaking kidding me!
Food in the business lounge is nice, but I should be feeling better about the way they treat their customers. Big disappointment, NOT a 5 Star Airline
So I was given a new BP and told I should wait in the business lounge for the 5 hours before the next flight.
I'm traveling on paid business so I asked for an OpUp to first, there are 7 seats available. Premium passenger service agent said he could not do it. I asked for a supervisor, same response.
Now if this were a US or EU flight I would be due some money and get the upgrade, space available. I don't know what the rules are if there are any in the middle east.
Surely someone here can provide some information.
Why was I not given the OpUp?
And seriously a MCT of 45 minutes? Are you freaking kidding me!
Food in the business lounge is nice, but I should be feeling better about the way they treat their customers. Big disappointment, NOT a 5 Star Airline
May 26, 2016, 4:19 pm
#2
Moderator: Qatar Airways
Join Date: Jan 2014
Location: LHR/NCE/MIA
Programs: BAEC GfL & GGL, SQ Gold, Amex Centurion, Mucci des Chevaliers des Bons Mots et Qui Savent Moucher
Posts: 8,948
Sorry to hear of your recent IRROPS.
Just to clarify a few things:
1) 45mins MCT at HIA is plenty. It is an airport built for transit passengers, and you'll find numerous reports of people making the connection in less than 15mins, let alone 45!
2) Due to delayed inbound flight, you misconnected and QR provided you with a seat on the next available flight. That all sounds pretty standard to me.
3) Expecting an Op-Up due to IRROPS? I have never been upgraded purely because of a misconnect, and that is with heavy travel across Europe, the US, and Asia.
4) You mention you are on a paid J ticket. Might I ask whether it was a fully flexible ticket? If so, then you may have been considered for an upgrade. If any other class of J ticket, then you wont be.
I hope you have a better onward journey, and enjoy your time in the Al Mourjan. Many of us have spent considerable amounts of time in the lounge, usually due to personal choice - it's definitely not a bad place to be!
M
Just to clarify a few things:
1) 45mins MCT at HIA is plenty. It is an airport built for transit passengers, and you'll find numerous reports of people making the connection in less than 15mins, let alone 45!
2) Due to delayed inbound flight, you misconnected and QR provided you with a seat on the next available flight. That all sounds pretty standard to me.
3) Expecting an Op-Up due to IRROPS? I have never been upgraded purely because of a misconnect, and that is with heavy travel across Europe, the US, and Asia.
4) You mention you are on a paid J ticket. Might I ask whether it was a fully flexible ticket? If so, then you may have been considered for an upgrade. If any other class of J ticket, then you wont be.
I hope you have a better onward journey, and enjoy your time in the Al Mourjan. Many of us have spent considerable amounts of time in the lounge, usually due to personal choice - it's definitely not a bad place to be!
M
May 26, 2016, 6:12 pm
#3
Join Date: Jul 2006
Location: London
Posts: 778
On the other hand, if this was a European flight and you arrived at destination 5 hours later, then you could have claimed compensation under the EU regulations. No other airline would do this outside of the European context, so I'm not sure why you would want to blame QR... Delays happen all the time.
May 27, 2016, 1:27 am
#5
Original Poster
Join Date: Jul 2004
Location: Thailand
Programs: Marriott LT Titanium; IHG Diamond Ambassador
Posts: 1,150
How so?
Had this been QR flying to/from the US or EU I could make a claim.
There were over 300 people waiting around the re-accomodation area, so QR mis-connetcs alot of passengers, probably all the time, but hey its OK, they will put you on a flight 5 hours later and feel that they are doing the right thing.
What happened to customer service and saying yes whenever possible, what is the cost to them to put me up front in an empty seat.
Seems like a win/win to me.
but no that's not the case, outside of the steak in the lounge the whole experience has left me quite unimpressed.
Had this been QR flying to/from the US or EU I could make a claim.
There were over 300 people waiting around the re-accomodation area, so QR mis-connetcs alot of passengers, probably all the time, but hey its OK, they will put you on a flight 5 hours later and feel that they are doing the right thing.
What happened to customer service and saying yes whenever possible, what is the cost to them to put me up front in an empty seat.
Seems like a win/win to me.
but no that's not the case, outside of the steak in the lounge the whole experience has left me quite unimpressed.
Last edited by rebadc; May 27, 2016 at 1:33 am
May 27, 2016, 2:27 am
#8
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
Currently I'm completely pissed-off with Qatar's incompetence, but even in my grumpy state I can see you are on a hiding to nowhere
Well, yes, I think even the most supportive of QR's critics recognise that the airline generally underperforms in terms of customer service. Big on glitz, but often less than supportive when there are disruptions.
But..
But you're not, and you can't.
BTW I've suffered disconnects in the US, and just had to wait it out. No steak, no Krug
. Salt in the wound was a downgrade on the subsequent flight.
Most airlines outside the US seem to have a policy of upgrading only when they have to. There's not the surge to fill empty first-class seats I see when I'm travelling in the US. Service recovery might lead some carriers to upgrade, but I reckon it would be after an egregious service failure or one involving one of their most valued customers.
And remember, the step up to QR First on its A380 is somewhat steeper than from economy to first between Phoenix and Honolulu on AA.
But..
But you're not, and you can't.
BTW I've suffered disconnects in the US, and just had to wait it out. No steak, no Krug
. Salt in the wound was a downgrade on the subsequent flight.And remember, the step up to QR First on its A380 is somewhat steeper than from economy to first between Phoenix and Honolulu on AA.
May 27, 2016, 4:28 am
#9
Join Date: Jan 2010
Posts: 7,464
How so?
Had this been QR flying to/from the US or EU I could make a claim.
There were over 300 people waiting around the re-accomodation area, so QR mis-connetcs alot of passengers, probably all the time, but hey its OK, they will put you on a flight 5 hours later and feel that they are doing the right thing.
What happened to customer service and saying yes whenever possible, what is the cost to them to put me up front in an empty seat.
Seems like a win/win to me.
but no that's not the case, outside of the steak in the lounge the whole experience has left me quite unimpressed.
Had this been QR flying to/from the US or EU I could make a claim.
There were over 300 people waiting around the re-accomodation area, so QR mis-connetcs alot of passengers, probably all the time, but hey its OK, they will put you on a flight 5 hours later and feel that they are doing the right thing.
What happened to customer service and saying yes whenever possible, what is the cost to them to put me up front in an empty seat.
Seems like a win/win to me.
but no that's not the case, outside of the steak in the lounge the whole experience has left me quite unimpressed.
May 27, 2016, 6:25 am
#10
Join Date: Nov 2013
Location: Doha
Programs: QR Platinum
Posts: 169
M, just out of curiosity, are there any rules (written or not) about this?
May 27, 2016, 6:33 am
#11
Moderator: Qatar Airways
Join Date: Jan 2014
Location: LHR/NCE/MIA
Programs: BAEC GfL & GGL, SQ Gold, Amex Centurion, Mucci des Chevaliers des Bons Mots et Qui Savent Moucher
Posts: 8,948
If there is no overbooking, the only complimentary Upgrades seem to be:
1) Al Thani Family
2) Palace Recommendation to QR - used for VIPs who benefit and assist the Al Thani family.
However, if the flight is overbooked and there are no Al Thani family-members or VIPs, I understand from my Galley Gossip sessions, that the order is:
1) QRPC Platinum cardholders travelling in Fully Flexible J.
2) Passengers travelling on a Fully Flexible J ticket.
3) QRPC Platinum cardholders travelling in J.
4) OneWorld Emerald cardholders travelling in J.
5) Regular QR customers through the specific airport, booked in J.
6) QRPC Gold cardholders.
7) OneWorld Sapphire cardholders.
Info purely through a number of gossip sessions with various QR crew.
M
May 27, 2016, 6:38 am
#12
Join Date: Nov 2013
Location: Doha
Programs: QR Platinum
Posts: 169
Very educative, thanks! (those Galley Gossip sessions must be fun)
It is interesting how other OW airlines won't follow that order, and will put a OW Emerald from a different airline below any of their own tiers. I had this come up in the past several times with Iberia, and with AA they would not upgrade me whatever happened, and I was IB Sapphire back then.
It is interesting how other OW airlines won't follow that order, and will put a OW Emerald from a different airline below any of their own tiers. I had this come up in the past several times with Iberia, and with AA they would not upgrade me whatever happened, and I was IB Sapphire back then.
May 27, 2016, 6:49 am
#13
Moderator: Qatar Airways
Join Date: Jan 2014
Location: LHR/NCE/MIA
Programs: BAEC GfL & GGL, SQ Gold, Amex Centurion, Mucci des Chevaliers des Bons Mots et Qui Savent Moucher
Posts: 8,948
Very educative, thanks! (those Galley Gossip sessions must be fun)
It is interesting how other OW airlines won't follow that order, and will put a OW Emerald from a different airline below any of their own tiers. I had this come up in the past several times with Iberia, and with AA they would not upgrade me whatever happened, and I was IB Sapphire back then.
It is interesting how other OW airlines won't follow that order, and will put a OW Emerald from a different airline below any of their own tiers. I had this come up in the past several times with Iberia, and with AA they would not upgrade me whatever happened, and I was IB Sapphire back then.
My travel with QR is for work, and the novelty of the F and J product wore off a long time ago!
The IFE is great, but travelling between 8-12 longhaul legs a month, means I have to ration myself...otherwise I'd be even more bored!
The crew make the flight for me, and as much as people say QR staff are robotic and hate their jobs, the ones I have engaged with (both onboard and off), are great fun and enjoy their jobs.
They speak openly, and will happily eat/apply makeup/read books/do knitting/gossip/discuss Instagram with passengers looking to kill time onboard!
M
May 27, 2016, 7:11 am
#14
Join Date: Dec 2007
Programs: M&M, BA Silver, Accor LeClub Gold
Posts: 490
Dear OP, it would appear that you booked this flight with a 45 minute MCT (which if things go to plan is doable). If you clearly thought that it was so unrealistic from the outset would you not have booed a longer connection (or alternative routing?)
May 27, 2016, 7:36 am
#15
Join Date: Apr 2016
Location: Lisboa, PT
Programs: QRPC Silver, BA Silver
Posts: 243
Apart from echoing MSM2000UK's points above - this 45 min connection time has been frequently discussed - i transit through Doha 3-4 times per month, regularly with 45min connections, and have only ONCE in 2 years missed a connection!
One further point i'd be interested in is how the OP asked about the upgrade - in my experience, and I chat to crew most flights too, if you are very polite, don't expect it, and just ask on the off chance - then they will go the extra mile to help - remember it's not the guy/gal in front of you's decision - he/she has to call operations to authorise the upgrade. Seems a little like the OP expected the upgrade and perhaps was a little annoyed (reading his post!) when he didn't get it! As with any customer service environment, airline or not, if you go the extra mile to be nice it will pay dividends.
The only thing i'd suggest to OP is to email QR to see if you are entitled to any miles in comp.
One further point i'd be interested in is how the OP asked about the upgrade - in my experience, and I chat to crew most flights too, if you are very polite, don't expect it, and just ask on the off chance - then they will go the extra mile to help - remember it's not the guy/gal in front of you's decision - he/she has to call operations to authorise the upgrade. Seems a little like the OP expected the upgrade and perhaps was a little annoyed (reading his post!) when he didn't get it! As with any customer service environment, airline or not, if you go the extra mile to be nice it will pay dividends.
The only thing i'd suggest to OP is to email QR to see if you are entitled to any miles in comp.