[Anonymous]

Doha, QATAR – Qatar Airways’ award-winning onboard duty free programme has introduced the latest issue of its inflight duty free magazine, Shopping Extravaganza, featuring the widest ever range of products available for sale onboard.

Qatar Airways’ Latest Inflight Duty Free Magazine
From cosmetics and fragrances to watches, jewellery, gifts, electronic products, travel and fashion accessories, the airline has introduced a wider selection of items than ever before for the discerning traveller.

Features of the magazine include an exciting collection of over 160 items, of which 80 are new products included for the first time, 20 are best selling items, as well as 11 products exclusively available onboard Qatar Airways.

The exceptionally popular promotion ‘Save US$ 15 when you buy any two fragrances’ is back again this year, giving passengers great value for money on inflight purchases.

Qatar Airways Inflight Duty Free Senior Vice-President Keith Hunter said that the latest magazine featured the most extensive range of products ever available onboard.

“We are delighted to introduce our new onboard Duty Free magazine and once again we have put together some exciting products at highly competitive prices,” he said.

“In recognition of the huge success of our onboard duty free programme, Qatar Airways was recently named Inflight Retailer of the Year at the prestigious Frontier Awards in Cannes. After this, more and more of the world’s leading brands have shown keen interest to be a part of the airline’s onboard shopping experience.”

Some key products introduced are popular Japanese Shisiedo skin care products, sophisticated brand new collections from Emporio Armani watches, Faber Castell writing instruments, Ajmal Perfumes and an exclusive Bvlgari Miniature collection to name a few.

Best selling items being continued this year include Lancome, Christian Dior and La Prairie cosmetics and skin care products and the very popular Russian trio set from Buckley Jewellery.

“Qatar Airways Inflight Duty Free magazine Shopping Extravaganza has always been regarded by our passengers as one of the finest in quality and product range. We would like to thank our passengers for their continued patronage and look forward to surpassing their expectations in the years to come,” added Hunter.

The Shopping Extravaganza magazine is available in the seat pocket onboard all Qatar Airways’ flights and passengers can also view the entire magazine online at http://www.qatarairways.com.

For those customers who want to pre-order their duty free items, all they have to do is send an email to mailto:[email protected]“>[email protected] or fax their choice of products with complete travel details and flight number to +974 44621588. The airline’s cabin crew will deliver pre-ordered items to your seats after boarding. It is recommended to select and pre-order at least 72 hours prior to your flight to secure the product of choice more conveniently.

Qatar Airways currently operates a modern fleet of 106 aircraft to 113 key business and leisure destinations across Europe, Middle East, Africa, Asia Pacific, North America and South America. Last year was a landmark 12 months for Qatar Airways, which inducted 15 new destinations to its network, and won the coveted Skytrax Airline of the Year Award.

As part of its 2012 expansion programme, Qatar Airways launches flights to a further 11 destinations – Zagreb (Croatia) from May 9; Perth (Australia) from July 3 and others cities during the year, including Mombasa (Kenya), Zanzibar (Tanzania), Helsinki (Finland), Gassim (Saudi Arabia), Belgrade (Serbia), Erbil (Iraq), Baghdad (Iraq), Kilimanjaro (Tanzania) and Yangon (Myanmar). In February, the carrier launched services to the Azerbaijan capital Baku and Georgia’s capital city of Tbilisi, and last week began flights to Kigali, the capital of Rwanda in East Africa.
Notes to Editors
Qatar Airways currently has orders worth over US$50 billion for more than 250 aircraft, including Boeing 787s, 777s, Airbus A350s, A380s and A320 Family of aircraft.

Skytrax is the only global independent passenger survey monitoring airline standards and is considered the ultimate benchmark for excellence in the airline industry. In addition to winning Skytrax’s prestigious Airline of the Year 2011 award last summer, Qatar Airways was named Best Airline in the Middle East for the sixth year in a row, and its Premium Terminal at Doha International Airport was named Best First Class Airline Lounge.
For further information
Qatar Airways Group Corporate Communications Department
Tel: +974 44302072, Fax: +974 44302069
E-mail: mailto:[email protected]“>[email protected]
Website: http://www.qatarairways.com
http://www.qatarairways.com/english_global/press-release.page?pr_id=pressrelease_pressrelease_20120325

[skyguy79]

In reply to: Qatar Airways Unveils New Inflight Duty Free Magazine

Doha, QATAR – Qatar Airways’ award-winning onboard duty free programme has introduced the latest issue of its inflight duty free magazine, Shopping Extravaganza, featuring the widest ever range of products available for sale onboard.

Qatar Airways’ Latest Inflight Duty Free Magazine
From cosmetics and fragrances to watches, jewellery, gifts, electronic products, travel and fashion accessories, the airline has introduced a wider selection of items than ever before for the discerning traveller.

Features of the magazine include an exciting collection of over 160 items, of which 80 are new products included for the first time, 20 are best selling items, as well as 11 products exclusively available onboard Qatar Airways.

The exceptionally popular promotion ‘Save US$ 15 when you buy any two fragrances’ is back again this year, giving passengers great value for money on inflight purchases.

Qatar Airways Inflight Duty Free Senior Vice-President Keith Hunter said that the latest magazine featured the most extensive range of products ever available onboard.

“We are delighted to introduce our new onboard Duty Free magazine and once again we have put together some exciting products at highly competitive prices,” he said.

“In recognition of the huge success of our onboard duty free programme, Qatar Airways was recently named Inflight Retailer of the Year at the prestigious Frontier Awards in Cannes. After this, more and more of the world’s leading brands have shown keen interest to be a part of the airline’s onboard shopping experience.”

Some key products introduced are popular Japanese Shisiedo skin care products, sophisticated brand new collections from Emporio Armani watches, Faber Castell writing instruments, Ajmal Perfumes and an exclusive Bvlgari Miniature collection to name a few.

Best selling items being continued this year include Lancome, Christian Dior and La Prairie cosmetics and skin care products and the very popular Russian trio set from Buckley Jewellery.

“Qatar Airways Inflight Duty Free magazine Shopping Extravaganza has always been regarded by our passengers as one of the finest in quality and product range. We would like to thank our passengers for their continued patronage and look forward to surpassing their expectations in the years to come,” added Hunter.

The Shopping Extravaganza magazine is available in the seat pocket onboard all Qatar Airways’ flights and passengers can also view the entire magazine online at http://www.qatarairways.com.

For those customers who want to pre-order their duty free items, all they have to do is send an email to <a href="mailto:[email protected]“>[email protected] or fax their choice of products with complete travel details and flight number to +974 44621588. The airline’s cabin crew will deliver pre-ordered items to your seats after boarding. It is recommended to select and pre-order at least 72 hours prior to your flight to secure the product of choice more conveniently.

Qatar Airways currently operates a modern fleet of 106 aircraft to 113 key business and leisure destinations across Europe, Middle East, Africa, Asia Pacific, North America and South America. Last year was a landmark 12 months for Qatar Airways, which inducted 15 new destinations to its network, and won the coveted Skytrax Airline of the Year Award.

As part of its 2012 expansion programme, Qatar Airways launches flights to a further 11 destinations – Zagreb (Croatia) from May 9; Perth (Australia) from July 3 and others cities during the year, including Mombasa (Kenya), Zanzibar (Tanzania), Helsinki (Finland), Gassim (Saudi Arabia), Belgrade (Serbia), Erbil (Iraq), Baghdad (Iraq), Kilimanjaro (Tanzania) and Yangon (Myanmar). In February, the carrier launched services to the Azerbaijan capital Baku and Georgia’s capital city of Tbilisi, and last week began flights to Kigali, the capital of Rwanda in East Africa.
Notes to Editors
Qatar Airways currently has orders worth over US$50 billion for more than 250 aircraft, including Boeing 787s, 777s, Airbus A350s, A380s and A320 Family of aircraft.

Skytrax is the only global independent passenger survey monitoring airline standards and is considered the ultimate benchmark for excellence in the airline industry. In addition to winning Skytrax’s prestigious Airline of the Year 2011 award last summer, Qatar Airways was named Best Airline in the Middle East for the sixth year in a row, and its Premium Terminal at Doha International Airport was named Best First Class Airline Lounge.
For further information
Qatar Airways Group Corporate Communications Department
Tel: +974 44302072, Fax: +974 44302069
E-mail: <a href="mailto:[email protected]“>[email protected]
Website: http://www.qatarairways.com
http://www.qatarairways.com/english_global/press-release.page?pr_id=pressrelease_pressrelease_20120325

[Anonymous]

Hello Irmoshah !

Thank you for sharing your detailed comments in your elaborate ,comprehensive blog !.

Well..I would also love to share my impressions and comments based on years and years of patronage ,using Qatar Airways services whenever and wherever possible .
I have for years been madly in love with Qatar Airways and the superlative service they provide ( especially on board and in their Premium Terminal lounge in Doha ) .I have always had my comments and concerns about the standards of service at the main Terminal for Y cl passengers but was always turning a blind eye as we say …better even is ” Love makes blind ” ..that was pretty true ..Now we came to a point where I just started to feel the pinch ….I started to get irritated by some features ( both hardware and software ) ,however before I go on let me iterate that I still consider their cabin crew among the best in the region and by far !…..they really are ” Head and Shoulders above the pack ” on a regional level because no one has yet managed to get close to the Singapore Airlines and Cathay Pacific genuine service that truly is ” Straight from the Heart ” ….
Back to QR ….let me share my comments ,as follows ….

1-As a regular flyer ,I ALMOST ALWAYS never leave the aircraft without having written my comments /praise /critics to the Customer Relations Dept and always tick the box “Yes I want to receive a reply from the airline ” ..I just challenge them to show me how many times they have taken the time to write to me or even acknowledge my comments in the last 13 months at least …!!!….
2-I am a long standing Privilege Club Gold member with them and have come to realise now the futility of such level of membership ..I really wonder what the Gold membership adds to my life or brings to my travels ..I am not given the feeling that being Gold makes any difference ,WHATSOEVER ..I just collect the 50 % bonus miles on every transaction ..that s it..I would love QR Privilege Club to go and do some Market Intelligence homework and see what the likes of BA ,LX,SQ,CX or even some american carriers are doing to woo their Gold members and ensure their uncompromised loyalty all the way through !….if even my favourite seat on board I just never have access to when I choose my seat online ( as a Gold member ) ,then why always run the whole year relentlessly trying to safeguard my Gold membership ???!!!!..no business sense ..apart from the 50 % bonus miles ,there is NOTHING really substantial or tangible that you come to expect ….!
3-Try to be innovative ,QR …look after your Gold members before EY and WY woo them and win their hearts ..EY is nowadays a truly global airline with decent products and outstanding network coverage ,add to it the newly acquired Air Berlin with its truly massive network !!!…u will be spoilt for choice .
4-Something else of lower importance but worth mentioning ..the standards of F & B on board in premium cabins started to go downhill ( at least in my eyes !) ..on a recent experience on the Cairo leg in F I was horribly disappointed !…especially when I compare it to 6/7 years ago and the standards of onboard offerings even on a 3 hour stretch in F ….!!!!…
5-Let me say that the Privilege Club has seen a lot of development in the recent years but something should be done to make it innovative now ..

[KSHaggag]

In reply to: Qatar Airways Customer Service

Hello Irmoshah !

Thank you for sharing your detailed comments in your elaborate ,comprehensive blog !.

Well..I would also love to share my impressions and comments based on years and years of patronage ,using Qatar Airways services whenever and wherever possible .
I have for years been madly in love with Qatar Airways and the superlative service they provide ( especially on board and in their Premium Terminal lounge in Doha ) .I have always had my comments and concerns about the standards of service at the main Terminal for Y cl passengers but was always turning a blind eye as we say …better even is ” Love makes blind ” ..that was pretty true ..Now we came to a point where I just started to feel the pinch ….I started to get irritated by some features ( both hardware and software ) ,however before I go on let me iterate that I still consider their cabin crew among the best in the region and by far !…..they really are ” Head and Shoulders above the pack ” on a regional level because no one has yet managed to get close to the Singapore Airlines and Cathay Pacific genuine service that truly is ” Straight from the Heart ” ….
Back to QR ….let me share my comments ,as follows ….

1-As a regular flyer ,I ALMOST ALWAYS never leave the aircraft without having written my comments /praise /critics to the Customer Relations Dept and always tick the box “Yes I want to receive a reply from the airline ” ..I just challenge them to show me how many times they have taken the time to write to me or even acknowledge my comments in the last 13 months at least …!!!….
2-I am a long standing Privilege Club Gold member with them and have come to realise now the futility of such level of membership ..I really wonder what the Gold membership adds to my life or brings to my travels ..I am not given the feeling that being Gold makes any difference ,WHATSOEVER ..I just collect the 50 % bonus miles on every transaction ..that s it..I would love QR Privilege Club to go and do some Market Intelligence homework and see what the likes of BA ,LX,SQ,CX or even some american carriers are doing to woo their Gold members and ensure their uncompromised loyalty all the way through !….if even my favourite seat on board I just never have access to when I choose my seat online ( as a Gold member ) ,then why always run the whole year relentlessly trying to safeguard my Gold membership ???!!!!..no business sense ..apart from the 50 % bonus miles ,there is NOTHING really substantial or tangible that you come to expect ….!
3-Try to be innovative ,QR …look after your Gold members before EY and WY woo them and win their hearts ..EY is nowadays a truly global airline with decent products and outstanding network coverage ,add to it the newly acquired Air Berlin with its truly massive network !!!…u will be spoilt for choice .
4-Something else of lower importance but worth mentioning ..the standards of F & B on board in premium cabins started to go downhill ( at least in my eyes !) ..on a recent experience on the Cairo leg in F I was horribly disappointed !…especially when I compare it to 6/7 years ago and the standards of onboard offerings even on a 3 hour stretch in F ….!!!!…
5-Let me say that the Privilege Club has seen a lot of development in the recent years but something should be done to make it innovative now ..

[Anonymous]

Whilst Qatar Airways has an excellent product in Business and First classes, their approach to customer satisfaction in Economy still leaves a lot to be desired.

The concept of “the Five Star Airline” remains laughable.

On a recent trip from Doha to Istanbul as a family party of seven travelling in Economy we found that five of the seven In-flight Entertainment touch screens were unresponsive. Whilst the system, as a whole, was working the touch screens were not and, on this aircraft, there was no other way to control the screens and choices.

I explained this to a member of the cabin crew, when one could be found – Qatar crew in economy do enjoy squirreling themselves away in the rearmost galley and avoiding any active service – who simply stated that the system would start again and the matter be resolved.

The matter was not resolved, indeed it was wholly ignored for the rest of the flight with no apology or apparent concern expressed. I did also see other passengers pressing the screens with two thumbs or stabbing them with a pen, all to no avail.

So I wrote to Qatar Airways expressing my disappointment and inviting them to offer some form of compensation given that at least five of their travelers were inconvenienced and could not experience what in QR’s own words is:

“a wide selection of world-class audio and video entertainment options with our state-of-the-art Oryx Entertainment System.” Or “…, take command of your personal screen.”

as clearly and excitingly offered on the QR website.

Qatar did reply, expressing both disappointment and deep concern. My feedback was, naturally, valuable and solicited thanks.

They stated that the “cabin crew had suggested that you could have moved into one of the available seats on the flight in an attempt to assist you with this issue”.

This was simply not so. My point was that, in addition to the IFE failing, the cabin crew’s attitude was one of simple ambivalence. They did not care. There were no seats, other than single seats, available so our group would be essentially split up if we were to move.

Qatar Airways graciously offered me 5,000 miles as compensation which, as a Gold Privilege Member, I considered to be derisory. I told them so and got nowhere.

Caveat Emptor. The airline has a good premium product but economy class and subsequent problem resolution falls way below expectations.

[MichaelB]

In reply to: Qatar Airways let down

Whilst Qatar Airways has an excellent product in Business and First classes, their approach to customer satisfaction in Economy still leaves a lot to be desired.

The concept of “the Five Star Airline” remains laughable.

On a recent trip from Doha to Istanbul as a family party of seven travelling in Economy we found that five of the seven In-flight Entertainment touch screens were unresponsive. Whilst the system, as a whole, was working the touch screens were not and, on this aircraft, there was no other way to control the screens and choices.

I explained this to a member of the cabin crew, when one could be found – Qatar crew in economy do enjoy squirreling themselves away in the rearmost galley and avoiding any active service – who simply stated that the system would start again and the matter be resolved.

The matter was not resolved, indeed it was wholly ignored for the rest of the flight with no apology or apparent concern expressed. I did also see other passengers pressing the screens with two thumbs or stabbing them with a pen, all to no avail.

So I wrote to Qatar Airways expressing my disappointment and inviting them to offer some form of compensation given that at least five of their travelers were inconvenienced and could not experience what in QR’s own words is:

“a wide selection of world-class audio and video entertainment options with our state-of-the-art Oryx Entertainment System.” Or “…, take command of your personal screen.”

as clearly and excitingly offered on the QR website.

Qatar did reply, expressing both disappointment and deep concern. My feedback was, naturally, valuable and solicited thanks.

They stated that the “cabin crew had suggested that you could have moved into one of the available seats on the flight in an attempt to assist you with this issue”.

This was simply not so. My point was that, in addition to the IFE failing, the cabin crew’s attitude was one of simple ambivalence. They did not care. There were no seats, other than single seats, available so our group would be essentially split up if we were to move.

Qatar Airways graciously offered me 5,000 miles as compensation which, as a Gold Privilege Member, I considered to be derisory. I told them so and got nowhere.

Caveat Emptor. The airline has a good premium product but economy class and subsequent problem resolution falls way below expectations.

[Anonymous]

I agree with the comments regarding EK’s inconsistency in both product and service. The business class lounge in Dubai is a nightmare during peak hours and there have been instances where I have not been able to find a seat. In my experience, the service on short haul sectors (e.g. DXB/BAH – 1 hour) is consistently excellent. On the other hand, the service I have had on some long haul flights (in First Class) could only be described as inattentive.

In terms of product, the newest First Class offering (on newer 777 aircraft and the A380) is superb. Business Class on both these aircraft is adequate and certainly on a par with Business Class on Qatar Airway’s widebody Airbus fleet. However, on the A330/340-300, I agree that the Business Class offering is more on a par with Premium Economy. There is no excuse not to retrofit these aircraft – the A340-500 aircraft in the EK fleet were the first to feature First Class suites.

What would completely disqualify EK in my view from a 5 star rating would be their attitude to customers when things go wrong (and they do) – in my experience (and I use EK frequently so have had several poor experiences), the response to any written complaint seems to be arrogant bordering on rude.

With regards to Skytrax criteria for “5 star” status, I am cynical. I have flown Qatar Airways a number of times and would rate them as good but not significantly better than EK (assuming you get the right crew and right aircraft). In terms of consistency of product, Qatar Airways tend to fly relatively long routes using narrow body Airbus Aircraft. The business class is decent for a flight of up to three hours but five hours is a stretch. And on most of the same routes, EK is offering the more spacious configuration using wide body aircraft.

I guess, it is all down to individual experience and I do not place much store in the Skytrax ratings.

[RBrown9]

In reply to: Could Emirates be the next 5 star airline?

I agree with the comments regarding EK’s inconsistency in both product and service. The business class lounge in Dubai is a nightmare during peak hours and there have been instances where I have not been able to find a seat. In my experience, the service on short haul sectors (e.g. DXB/BAH – 1 hour) is consistently excellent. On the other hand, the service I have had on some long haul flights (in First Class) could only be described as inattentive.

In terms of product, the newest First Class offering (on newer 777 aircraft and the A380) is superb. Business Class on both these aircraft is adequate and certainly on a par with Business Class on Qatar Airway’s widebody Airbus fleet. However, on the A330/340-300, I agree that the Business Class offering is more on a par with Premium Economy. There is no excuse not to retrofit these aircraft – the A340-500 aircraft in the EK fleet were the first to feature First Class suites.

What would completely disqualify EK in my view from a 5 star rating would be their attitude to customers when things go wrong (and they do) – in my experience (and I use EK frequently so have had several poor experiences), the response to any written complaint seems to be arrogant bordering on rude.

With regards to Skytrax criteria for “5 star” status, I am cynical. I have flown Qatar Airways a number of times and would rate them as good but not significantly better than EK (assuming you get the right crew and right aircraft). In terms of consistency of product, Qatar Airways tend to fly relatively long routes using narrow body Airbus Aircraft. The business class is decent for a flight of up to three hours but five hours is a stretch. And on most of the same routes, EK is offering the more spacious configuration using wide body aircraft.

I guess, it is all down to individual experience and I do not place much store in the Skytrax ratings.

[first_class_please]

In reply to: QATAR BEST SEAT

http://qatarairways.zendesk.com/entries/508355-what-if-i-have-a-transit-time-of-over-8-hours-in-doha

What if I have a transit time of over 8 hours in Doha?
Ali N. Alharazi
posted this on Mar-28 09:47
Qatar Airways is pleased to offer a convenient transit hotel accommodation for customers who face extended transit times in Doha, en-route to their final destination.

This service is available for customers wishing to pay or complimentary basis depending on the fare/journey purchased.

Eligible customers will be offered the following services:

Al MAHA, greet service at Doha International Airport for First & Business class customers
Temporary-entry visa to Qatar, Doha*
Airport-hotel transfers
5-star hotel accommodation for First & Business class customers
3-star hotel accommodation for Economy class customers.
Meals: breakfast, lunch, and/or dinner ( Dependant on the duration of the stay)
*Confirmation of your hotel at Doha does not guarantee an entry into the State of Qatar. This is entirely at the discretion of the Doha Immigration Authority. Qatar Airways is not liable in the event entry is not permitted upon arrival, in spite of a hotel booking.

Customer Eligibility
With exception to only a few cities, you are eligible to a transit hotel accommodation in Qatar, if you meet the following criteria:

Are travelling with Qatar Airways*
Have a transit time of between 8 and 24 hours at Doha International Airport.
There are no other Qatar Airways flights with immediate connection (for the required date).
The type and level of airfare that you pay will govern whether you receive the service free of charge (Complimentary) or for a fee (Paid).

To learn of your entitlement, please contact your local Qatar airways office or a travel agent when making your booking.
*Code share/partner carriers: This service is offered on itineraries with code share partners, if one of the flights is operated by Qatar Airways and the other flight is marketed by Qatar Airways, but operated by another airline.

[Anonymous]

http://qatarairways.zendesk.com/entries/508355-what-if-i-have-a-transit-time-of-over-8-hours-in-doha

What if I have a transit time of over 8 hours in Doha?
Ali N. Alharazi
posted this on Mar-28 09:47
Qatar Airways is pleased to offer a convenient transit hotel accommodation for customers who face extended transit times in Doha, en-route to their final destination.

This service is available for customers wishing to pay or complimentary basis depending on the fare/journey purchased.

Eligible customers will be offered the following services:

Al MAHA, greet service at Doha International Airport for First & Business class customers
Temporary-entry visa to Qatar, Doha*
Airport-hotel transfers
5-star hotel accommodation for First & Business class customers
3-star hotel accommodation for Economy class customers.
Meals: breakfast, lunch, and/or dinner ( Dependant on the duration of the stay)
*Confirmation of your hotel at Doha does not guarantee an entry into the State of Qatar. This is entirely at the discretion of the Doha Immigration Authority. Qatar Airways is not liable in the event entry is not permitted upon arrival, in spite of a hotel booking.

Customer Eligibility
With exception to only a few cities, you are eligible to a transit hotel accommodation in Qatar, if you meet the following criteria:

Are travelling with Qatar Airways*
Have a transit time of between 8 and 24 hours at Doha International Airport.
There are no other Qatar Airways flights with immediate connection (for the required date).
The type and level of airfare that you pay will govern whether you receive the service free of charge (Complimentary) or for a fee (Paid).

To learn of your entitlement, please contact your local Qatar airways office or a travel agent when making your booking.
*Code share/partner carriers: This service is offered on itineraries with code share partners, if one of the flights is operated by Qatar Airways and the other flight is marketed by Qatar Airways, but operated by another airline.

[Anonymous]

Hi, I have read most of the comments by most the people here.

Firstly yes Customer Service or Service is provided by humans, I agree however this fact does not absolve the companies claiming to provide excellent service from ensuring standardization of service. Hassle factor is one of the new KPIs of Customer Service world. If a product or service fails to control extra hassle then it cannot be rated as high. It is the job of the leadership within an organization to create Processes, Enable People and Provide technology which helps them deliver better service.

I fly frequently by Qatar Airways with in Asia, and always in business class. Following are the areas where they need to make some urgent improvements, I have tried to provide them with feedback however they did not respond nor thought it to be important to take any actions, being a global Customer Care expert I was providing them free advice without being over critical.

1. Ground staff in developing countries is ill trained in customer interaction and they do what they wish like doing rather than following international travelling protocols. For example the supervisor of Qatar Airways was checking in all economy passengers via Business Class counter. Obviously which created long queues for Business Class customers who pay double the amount. He was totally un moved by my protest and said that’s our operational requirement. They keep on doing it every time. Same was the case in Lahore Airport Pakistan. They check in everyone and anyone via Business Class counters and I saw and aged lady standing there for more than 50 mins with a Business Class ticket while the staff kept checking in Economy passenger’s. So it shows lack of implementation of processes or any method to gather customer feedback to improve.

2. Same is the issue with the queues made for Business Class at smaller airports they don’t follow any priority for the same.

3. The Tehran staff asked me to get my stroller packed in plastic wrapping while when you have children with you its airlines job to allow strollers to go up to air craft and if not so simply folding it and putting in through luggage should be enough. While the supervisor argued with me and after a lot of protest he accepted the stroller. Shows no respect for people travelling with children and old people. I am sure they do the same with wheel chair passengers.

4. In the business class lounge they did not have any comfortable chairs for people with long transit. However recently they have added a few beach kind of chairs. So good that they at least thought that humans need some place to straighten their backs.

5. Staff at Business Class premium terminal discriminates on basis of color and creed, I being an Asian was made to stand in queue for boarding the Tehran bound flight for more than an hour despite they had asked us to queue up for boarding the bus which takes us to the air craft. No one had any information.

6. Even staff in air sometimes does what it pleases and his discriminatory attitude towards Asian flyers, specially towards people from Pakistan and Iran. I had asked the flight attendant to change my seat once the doors are closed as I liked Aisle seats better. Same request was made by a white guy and after me however my request was quickly forgotten while the white guys were given the seats of their choice. After protest she apologized and gave me a seat of my choice.

Each travel with them has resulted in some kind of disturbing incident. However I would still fly with them because that is most convenient for me. And it is the job of the top executives of the company to realize their vision if they truly believe it’s a 5 star airline then they should make efforts to change the Processes, People’s mind sets and Technology to enable a seamless customer experience. With out a mechanism for Customer Feedback and Customer Listening System they cannot do this. Free of cost consultancy for Qatar Airways which I usually charge for.

[IRMOSHAH]

In reply to: Qatar Airways Customer Service

Hi, I have read most of the comments by most the people here.

Firstly yes Customer Service or Service is provided by humans, I agree however this fact does not absolve the companies claiming to provide excellent service from ensuring standardization of service. Hassle factor is one of the new KPIs of Customer Service world. If a product or service fails to control extra hassle then it cannot be rated as high. It is the job of the leadership within an organization to create Processes, Enable People and Provide technology which helps them deliver better service.

I fly frequently by Qatar Airways with in Asia, and always in business class. Following are the areas where they need to make some urgent improvements, I have tried to provide them with feedback however they did not respond nor thought it to be important to take any actions, being a global Customer Care expert I was providing them free advice without being over critical.

1. Ground staff in developing countries is ill trained in customer interaction and they do what they wish like doing rather than following international travelling protocols. For example the supervisor of Qatar Airways was checking in all economy passengers via Business Class counter. Obviously which created long queues for Business Class customers who pay double the amount. He was totally un moved by my protest and said that’s our operational requirement. They keep on doing it every time. Same was the case in Lahore Airport Pakistan. They check in everyone and anyone via Business Class counters and I saw and aged lady standing there for more than 50 mins with a Business Class ticket while the staff kept checking in Economy passenger’s. So it shows lack of implementation of processes or any method to gather customer feedback to improve.

2. Same is the issue with the queues made for Business Class at smaller airports they don’t follow any priority for the same.

3. The Tehran staff asked me to get my stroller packed in plastic wrapping while when you have children with you its airlines job to allow strollers to go up to air craft and if not so simply folding it and putting in through luggage should be enough. While the supervisor argued with me and after a lot of protest he accepted the stroller. Shows no respect for people travelling with children and old people. I am sure they do the same with wheel chair passengers.

4. In the business class lounge they did not have any comfortable chairs for people with long transit. However recently they have added a few beach kind of chairs. So good that they at least thought that humans need some place to straighten their backs.

5. Staff at Business Class premium terminal discriminates on basis of color and creed, I being an Asian was made to stand in queue for boarding the Tehran bound flight for more than an hour despite they had asked us to queue up for boarding the bus which takes us to the air craft. No one had any information.

6. Even staff in air sometimes does what it pleases and his discriminatory attitude towards Asian flyers, specially towards people from Pakistan and Iran. I had asked the flight attendant to change my seat once the doors are closed as I liked Aisle seats better. Same request was made by a white guy and after me however my request was quickly forgotten while the white guys were given the seats of their choice. After protest she apologized and gave me a seat of my choice.

Each travel with them has resulted in some kind of disturbing incident. However I would still fly with them because that is most convenient for me. And it is the job of the top executives of the company to realize their vision if they truly believe it’s a 5 star airline then they should make efforts to change the Processes, People’s mind sets and Technology to enable a seamless customer experience. With out a mechanism for Customer Feedback and Customer Listening System they cannot do this. Free of cost consultancy for Qatar Airways which I usually charge for.

[skyguy79]

In reply to: Expectant mothers beware of Qatar Airways

Hi again OSS1947 !

I’ve been thinking of you all day and how to help.

If you look at the following thread on the BT Forum, your wife is not alone. I have also posted many links from disgruntled QR passengers :

http://www.businesstraveller.com/discussion/topic/Qatar-Airways-Customer-Service

Also, although a completely different continent, I have found you emails of key European management of Qatar Airways :

http://www.qatarairways.com/global/en/legal-info.html

Maybe send a group email to them all and one may forward your query to the Qatar Airways Pakistan or Qatar Airways Buenos Aires managers ?

I have also heard and sometimes seen that Arab airlines cabin crew sometimes intentionally discriminate against Pakistani/Indian /Sri Lankan/Bangladeshi passengers as in the UAE / Middle East there is a large population of labourers from these countries so they assume everyone is a labourer and treat them with contempt.

It’s not right but it happens. I would also post on airlinequality.com the rating site that rates QR as 5 star. 5 star in the sky maybe but on the ground I wouldn’t even give them half a star.

I also have the email of someone very high up in Qatar Airways senior management whom I have had the pleasure of dealing with and who is a very nice gentleman. If you can let me have your email, I will gladly send you his details as I don’t want to post these here.

Regards and best wishes !

[Anonymous]

Hi again OSS1947 !

I’ve been thinking of you all day and how to help.

If you look at the following thread on the BT Forum, your wife is not alone. I have also posted many links from disgruntled QR passengers :

“http://www.businesstraveller.com/discussion/topic/Qatar-Airways-Customer-Service

Also, although a completely different continent, I have found you emails of key European management of Qatar Airways :

http://www.qatarairways.com/global/en/legal-info.html

Maybe send a group email to them all and one may forward your query to the Qatar Airways Pakistan or Qatar Airways Buenos Aires managers ?

I have also heard and sometimes seen that Arab airlines cabin crew sometimes intentionally discriminate against Pakistani/Indian /Sri Lankan/Bangladeshi passengers as in the UAE / Middle East there is a large population of labourers from these countries so they assume everyone is a labourer and treat them with contempt.

It’s not right but it happens. I would also post on airlinequality.com the rating site that rates QR as 5 star. 5 star in the sky maybe but on the ground I wouldn’t even give them half a star.

I also have the email of someone very high up in Qatar Airways senior management whom I have had the pleasure of dealing with and who is a very nice gentleman. If you can let me have your email, I will gladly send you his details as I don’t want to post these here.

Regards and best wishes !

[Anonymous]

Here is someone who obviosuly doesn’t like Qatar Airways . This individual claims to be racist but his/her comments are just laughable ! Even I have had issues QR but this following link is so extreme !

—————–

Why Not to fly Qatar Airways?

Comments
Posted on December 5, 2008 by Commie B @ 8:38 pm
Filed under: Products & Services Reviews,The Why Phenomenon? —

Well, if I was to be concise as I usually am in matters of business, I’d say because they suck. Bad service, zero customer service and terrible customer support make for a recipe for an airline that will crash: Qatar Airways, the worlds only fake star airline.

Well, it is typical of the Arab world, isn’t it. Tie that in with the low life typical customer service staff in London, and you have the ideal combination that hell will possibly comprise of: Arab business mentality coupled with British competence; God help us. That’s right, I’m racist. Get over it.

So, what is wrong with Qatar Airways? Let’s start here:

Qatar airways will charge you upto GBP 800 extra for wanting to stay over in Doha, Qatar if that’s where the aeroplane stops. That’s right. These low life single digit IQ camel riding airline running Islam insulting scumbags will charge you extra money to increase the tourism to Doha, which apparently the Royal family there is trying excessively hard to promote. well, there you go. Qatar Airways, a fine example of communication engineering between owner and management; a prime example of efficient business management by Arabs.
Qatar Airways staff in London / Manchester is, well, like almost any other similar business, fucking stupid. I talked to some probably stupid frustrated woman who, when asked why the xxxxx she was being such a dumb xxxxx had absolutely no answer. Well how could she; she couldn’t give me her name when I asked her for it. Dumb xxxx
Qatar Airways staff lies. Flat out. Another classic example of Arab owned business with British style customer service. These booboo monkeys will only give you an 0870 number to call for bookings and reservations, and they will deliberately make you hold. I think it is because these low life camel riding sand sluts of customer service or bookings and reservation agents get commission by the minute. Both the dumb xxxx dude and the stupid xxxx woman had the audacity to tell me that I was mistaken if I thought that there is no 02 or 01 for Qatar xxxxxxx dumpways in the UK. Well, there are about 7 such numbers. And for those of you who want them, here they are:
London: 020 73992566 / 67 / 68 / 69 / 70 / 72 / 77, Manchester: 0161 8385399
Lastly, these Islamic insulting fundamentalist promoting dishonest infidels have robbed me of 400 sterling. What can I say?
I hope Qatar Airways crashes as a business, and I honestly pray that their scumbag employees, well, there is a reason why they will stay in the job of answering a phone all their lives, eh?

Now, I feel better. If you don’t like this post, well, tough xxxxxxxxxxxxxxxx and if you’re from Qatar Airways, well, even more tough.

I want to add that no disrespect is meant to any Arabs here. I do have great respect for many Arabs in general, but I stand by my comments about the Qatar Airways, the way it is run and their entire attitude in general. I would rather pay an extra £100 and fly emirates rather than go with Qatar Air. Maybe it’s just my luck, but the comments here make it clear that others have had similar experiences. After all, my comments about business culture in the Arab world were based on experiences in Dubai. Being in Britain doesn’t help either. Now, if you’re from Oman or Kuwait, I will have good things to say, because there’s a world of difference even between Arab countries and the people that come from there.

Read more: Why Not to fly Qatar Airways? http://www.asifism.com/products-services-reviews/why-not-to-fly-qatar-airways/#ixzz1BQQ8UUJN