Qatar Airways Management - Poor show
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Qatar Airways Management - Poor show
I am starting this thread in the hope that I can get any reaction from any Qatar Management.
This is not aimed at any of Qatar pilots of cabin staff. I have flown quite a few time with Qatar myself and I have only praise for you guys.
However, you decide for yourselves after reading the following:
The following email was send to the AGM QAS and the MCS QAS on the 15th after any attempt to contact them via telephone failed.
"As a Qatar Previlege Club member, I am oblidged to write this email to you as I expected a first class service from an airline like Qatar Airways.
My daughter (a non UAE resident) flew from Cape Town to Dubai via Doha on the 8th. On arrival at 2 am on the 9th in Dubai, it was found that her bag (the only one she had with all her clothes and toiletry) was missing. A complaint was file with DNATA baggage services and file reference DXBQR41972 was received. We were also given 2 telephone numbers, 2161888 and 2161887 (we were told it is Qatar 24hr support number) with the names Naizah and Rassah who would be able to help us locate her bag.
The whole morning of the ninth, I tried calling these numbers. The one was not working and the other was either engaged or it just kept ringing with no reply.
I then email the following to Qatar, which was received but with no reaction:
On phoning Dnata again, I was told that the bag was located and placed on the next flight (QR100) to Dubai.
At about 3.30 pm I received a call from a Qatar driver who told me they had the bag and asked my location. I told him that I was at Abu Dhabi Airport at the time. He then said he will phone me back.
One hour later I phoned him(I now had a mobile ref number) and asked him what was going on. I was told the bag is with "lost properties" in Dubai and that they will send it on the next flight to Abu Dhabi. I got the name of his Supervisor in Dubai.. Mr Panjaooni 0506553631 but on first contact he told me he is busy with "Iftar' and the I must phone him back after 30 minutes.
On visiting Qatar Office at the airport, I was told the bag will arrive in AUH with GF605 landing 11.45 pm. I was given the name of Mr Ansari an told to take up any compensation queries with him the next day.
To make a long story short, I had to drive to the Airport AUH that night at 11.45 and located the bag with Lost properties.
The next day I made contact with MR Ansari (02 5757702) and he told me that they will compensate my daughter with $50.00 but he will phone me back in half an hour. I is now two days later and after two more phone calls, I am still unable to get hold of Mr Ansari, neither did I get any further reaction from Qatar Airways.
I am sure you will agree that this type of support service does not coincide with your company Values.
I trust that I will hear from you soon."
The above email was received by both parties by reply but till today, I got no reaction.
I am sure someone in Qatar Airways will have some authority or contact with the GM to convey this querie.
Personally I am very surprised that I did not even receive a phone call(they have it on the lost baggage report) or an email from anyone in Qatar Airways.
This is not aimed at any of Qatar pilots of cabin staff. I have flown quite a few time with Qatar myself and I have only praise for you guys.
However, you decide for yourselves after reading the following:
The following email was send to the AGM QAS and the MCS QAS on the 15th after any attempt to contact them via telephone failed.
"As a Qatar Previlege Club member, I am oblidged to write this email to you as I expected a first class service from an airline like Qatar Airways.
My daughter (a non UAE resident) flew from Cape Town to Dubai via Doha on the 8th. On arrival at 2 am on the 9th in Dubai, it was found that her bag (the only one she had with all her clothes and toiletry) was missing. A complaint was file with DNATA baggage services and file reference DXBQR41972 was received. We were also given 2 telephone numbers, 2161888 and 2161887 (we were told it is Qatar 24hr support number) with the names Naizah and Rassah who would be able to help us locate her bag.
The whole morning of the ninth, I tried calling these numbers. The one was not working and the other was either engaged or it just kept ringing with no reply.
I then email the following to Qatar, which was received but with no reaction:
On phoning Dnata again, I was told that the bag was located and placed on the next flight (QR100) to Dubai.
At about 3.30 pm I received a call from a Qatar driver who told me they had the bag and asked my location. I told him that I was at Abu Dhabi Airport at the time. He then said he will phone me back.
One hour later I phoned him(I now had a mobile ref number) and asked him what was going on. I was told the bag is with "lost properties" in Dubai and that they will send it on the next flight to Abu Dhabi. I got the name of his Supervisor in Dubai.. Mr Panjaooni 0506553631 but on first contact he told me he is busy with "Iftar' and the I must phone him back after 30 minutes.
On visiting Qatar Office at the airport, I was told the bag will arrive in AUH with GF605 landing 11.45 pm. I was given the name of Mr Ansari an told to take up any compensation queries with him the next day.
To make a long story short, I had to drive to the Airport AUH that night at 11.45 and located the bag with Lost properties.
The next day I made contact with MR Ansari (02 5757702) and he told me that they will compensate my daughter with $50.00 but he will phone me back in half an hour. I is now two days later and after two more phone calls, I am still unable to get hold of Mr Ansari, neither did I get any further reaction from Qatar Airways.
I am sure you will agree that this type of support service does not coincide with your company Values.
I trust that I will hear from you soon."
The above email was received by both parties by reply but till today, I got no reaction.
I am sure someone in Qatar Airways will have some authority or contact with the GM to convey this querie.
Personally I am very surprised that I did not even receive a phone call(they have it on the lost baggage report) or an email from anyone in Qatar Airways.
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Even as an extremely loyal customer, I have experienced the same sort of thing several times. Sadly, their Customer Service or Complaints section / division / office / department / man, is abysmal at follow ups and it is one sad failing in a company that has so much else positive in terms of customer service.
If you have a problem like yours indicated above, don't expect a speedy response at all from QR, unless you telephone their headquarters and demand to speak to their CEO. He, in actual fact, WILL take your call at some point and he WILL get to the bottom of it, if you indicate that you have a serious complaint.
Sadly, the fact that you have published the names and numbers of the perceived "culprits" here will mean that you will be asssured of a very speedy response now tomorrow, followed by the likely termination of the people who's names you mentioned!! Just remember that if you are indeed a non resident or expat resident, Ramadan and IFTAR is an important time, so cut that particular guy a little bit of slack. This is the Middle East.
Welcome to Al Qataria.
If you have a problem like yours indicated above, don't expect a speedy response at all from QR, unless you telephone their headquarters and demand to speak to their CEO. He, in actual fact, WILL take your call at some point and he WILL get to the bottom of it, if you indicate that you have a serious complaint.
Sadly, the fact that you have published the names and numbers of the perceived "culprits" here will mean that you will be asssured of a very speedy response now tomorrow, followed by the likely termination of the people who's names you mentioned!! Just remember that if you are indeed a non resident or expat resident, Ramadan and IFTAR is an important time, so cut that particular guy a little bit of slack. This is the Middle East.
Welcome to Al Qataria.
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Aviator 1972, well at least you got some response and finally with a lot of effort the bag. If you try to find a responsible person in FRA, just forget it. They simply never pick up the phone and if they do, you will always be transferred somewhere else. Simple things like receiving SITA TELEX is a problem...
Agree with A 300, not the best idea to post the names.
Cheers.
Agree with A 300, not the best idea to post the names.
Cheers.
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No names? So then they can get away with whatever they did.
It's not fair if the customer generalized the whole company based on these trouble makers in their company ( well looks like all the staff are trouble maker
)
So I think names it's good.
Sometimes I noticed, some of them looks like they don't have a will to live.
It's not fair if the customer generalized the whole company based on these trouble makers in their company ( well looks like all the staff are trouble maker
)So I think names it's good.
Sometimes I noticed, some of them looks like they don't have a will to live.
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Well miss petal, i will certainly not blame such or such people in whatever department.
Most of the department are short of labour and i think they are working like hell.
You can not maintain a good level of service and at the same time expanding the company like crazy.It´s simply impossible. Open your eyes and look at the mess everywhere, airport....
There is a huge lack of planning here. Everything is day by day.
If some of them looks like they don´t have will to live as you say, maybe we should analysed in wich condition they are working, and how they are treated.....?!
cheers.
Most of the department are short of labour and i think they are working like hell.
You can not maintain a good level of service and at the same time expanding the company like crazy.It´s simply impossible. Open your eyes and look at the mess everywhere, airport....
There is a huge lack of planning here. Everything is day by day.
If some of them looks like they don´t have will to live as you say, maybe we should analysed in wich condition they are working, and how they are treated.....?!
cheers.
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A friend and his family flew with Lufthansa a while back. Baggage also got lost/missplaced. Was called even before baggage collection on arrival and informed of the problem. He was given a voucher there and then $300 to satisfy their immediate needs. He was phoned a few times and informed the progress of the lost baggage. Within 24 hours it was delivered at his front door 100km away from the airport.
NOW THATS WHAT I CALL SERVICE!!!!
Come on Qatar.... I am sure you could at least have done half of that.
NOW THATS WHAT I CALL SERVICE!!!!
Come on Qatar.... I am sure you could at least have done half of that.
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Salamualikum ( right spell? )
The thing is, they are working in customer service. They get paid to deal with customer. Otherwise maybe they should start finding job what is more suitable for them. Or maybe transfered to other job behind the desk? That they can freely moaning and miserable whole time.
Is just not fair that these customer paid for such service.
But Salamualaikum ( man any shorter nick name?
) Don't get me wrong. I'm not tottaly disagree with you. You mentioned loads of valid points and they're make sense.
Is just that i've seen other staff other department other station they worked milesssss away with overtime due to disruption/delay/short crew but hey the pax didn't notice that.Well done... why certain staff could achieve that while others couldn't? So then basically my point is, give the good one a credit instead of write a complain and blame the whole department.
as people said in this part of the world...
take it or leave it...
walaikumsalam...
or put yourself in aviator 1972 position...or others.
The thing is, they are working in customer service. They get paid to deal with customer. Otherwise maybe they should start finding job what is more suitable for them. Or maybe transfered to other job behind the desk? That they can freely moaning and miserable whole time.
Is just not fair that these customer paid for such service.
But Salamualaikum ( man any shorter nick name?
) Don't get me wrong. I'm not tottaly disagree with you. You mentioned loads of valid points and they're make sense. Is just that i've seen other staff other department other station they worked milesssss away with overtime due to disruption/delay/short crew but hey the pax didn't notice that.Well done... why certain staff could achieve that while others couldn't? So then basically my point is, give the good one a credit instead of write a complain and blame the whole department.
as people said in this part of the world...
take it or leave it...
walaikumsalam...
or put yourself in aviator 1972 position...or others.
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Sorry about the names, I just copied the email which I've send to Qatar management. Not my intention to get people fired.
I just wanted some reaction from these "silent people" but it appears to be a worthless effort.
If I only got a quater of reaction of what Radioexcel indicated, I would have been satisfied
. It still appears that these people think their paying customers need no service.
Thanks for all the Ppruners SUPPORT.
Nice day
I just wanted some reaction from these "silent people" but it appears to be a worthless effort.
If I only got a quater of reaction of what Radioexcel indicated, I would have been satisfied
. It still appears that these people think their paying customers need no service. Thanks for all the Ppruners SUPPORT.
Nice day
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Hi miss petal,
Very simple explanation for that: The only way to run a successful business is to have staff which has got corporate identification with the company and provides a reasonable level of integrity in acting as the individual company representative serving main purpose customer satisfaction. To put it simple way:I think where there's a wish there's always a way, and that means simply problem solving. That's what satisfies the client most. As a client I don't want to know who is responsible for what and what i have all to know and so on. I have got a problem and I see a company representative, i address him and he solves the problem. I don't know which department is he from and what he did and so on, my point is I'm happy and will come back.
The question is: is the Aviator 1972 going to come back as customer, paying our paychecks?
Cheers.
Is just that i've seen other staff other department other station they worked milesssss away with overtime due to disruption/delay/short crew but hey the pax didn't notice that.Well done... why certain staff could achieve that while others couldn't?
The question is: is the Aviator 1972 going to come back as customer, paying our paychecks?
Cheers.
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100!! for Popay..
The thing is only few staff ( customer service department ) who have set of my mind thinking 'company problem is our problem, not the customer problem' the rest of them throw them away at the customer. Who cares...
Maybe they need to do something about the recruitment.. and managed to spot the pretentious people who tried to get the wrong job at the first place...
Anyway..
The thing is only few staff ( customer service department ) who have set of my mind thinking 'company problem is our problem, not the customer problem' the rest of them throw them away at the customer. Who cares...
Maybe they need to do something about the recruitment..
and managed to spot the pretentious people who tried to get the wrong job at the first place... Anyway..
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Hi there Qatar Aviation people!! Heard from Aviator 1972 that he still have not heard a word from your company. Don't you think this is realy strange???? How can your management ignore/ disregard something like this in such a way?
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Well i think Q.A. applies some "discrimination" and "priority"depending of what king of passenger you are (first class or not...) and surely wich destination you are travelling to.....! (like london :the "prestige" flight.....or what else ...).
This remind me a Khartoum flight i did, and guess what: a lot of baggages were Not loaded on board of the aircraft, because of the cargo there was no place anymore for baggage!And of course passengers were not adviced!
So in Karthoum terminal it was almost revolution amongst the passenger when they went to pick up their bags, the red cap told us....!...5 stars airlines!
Welcome!
This remind me a Khartoum flight i did, and guess what: a lot of baggages were Not loaded on board of the aircraft, because of the cargo there was no place anymore for baggage!And of course passengers were not adviced!
So in Karthoum terminal it was almost revolution amongst the passenger when they went to pick up their bags, the red cap told us....!...5 stars airlines!
Welcome!
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Getting rather pissed - off with the Sky News weather advert regarding the 5*** Airline. Still the usual monopoly and restrictive practices in the area along with plenty of cash available for promotions would seem to support a rather second rate and sadly lacking operation. That is as far as a general passenger is concerned who is forced to use the airline because of the lack of available alternatives. I am afraid it is not an airline of choice.
However I do understand the problems that the visible (to the passenger) members of the company have, and my beef is with the upper echelon of the management and the practices that are presently exercised.
Nice shiny aircraft and flash video do not cut the mustered.
Outhouse.
However I do understand the problems that the visible (to the passenger) members of the company have, and my beef is with the upper echelon of the management and the practices that are presently exercised.
Nice shiny aircraft and flash video do not cut the mustered.
Outhouse.
Last edited by outhouse; 9th Nov 2005 at 17:43.
