Very bad airline
I am writing this to express my profound disappointment and shock at the unacceptable level of service we have recently experienced with Qatar Airways. I have always considered your airline to be a premium carrier, but your standards have noticeably declined, and the treatment my family received yesterday was completely inhumane.
My wife was traveling alone with our two young children (a 20-month-old toddler and a 5-month-old baby). The itinerary, which was booked two and a half months in advance, was as follows:
1. First Leg: Manchester to Doha. Scheduled to depart at 8:05 AM, but delayed until 8:40 AM.
2. Connecting Flight: Doha to Riyadh. Scheduled for 6:40 PM.
To our absolute shock, we received an email stating that the Doha to Riyadh flight was cancelled, and my family was automatically rebooked on a flight the next day at 8:15 AM. This meant forcing a mother, traveling alone with two infants, to wait in Doha airport for a staggering 15 hours!
What makes this situation entirely unacceptable is that there was an alternative Qatar Airways flight from Doha to Riyadh on the same evening at 6:55 PM. I called your customer service hotline 5 times begging the agents to transfer my family to this available flight to save them from this grueling layover. Instead of receiving empathy or assistance, the call center agents (based in India) were completely inflexible. Their only response was, "We cannot do anything," despite the fact that this cancellation was entirely the airline's fault, not ours.
The nightmare did not end there. When my wife finally arrived in Riyadh, exhausted after a 15-hour ordeal, she went to collect the luggage and the baby stroller, only to find that the stroller was lost by your airline!
As a direct result of your negligence, my wife was forced to physically carry both a 20-month-old toddler and a 5-month-old baby in her arms through the airport without a stroller, after enduring a 15-hour forced layover. This is a complete failure of basic duty of care and passenger safety.
How can an airline that claims to offer a world-class experience abandon a mother and two infants in an airport for 15 hours, refuse to put them on an available alternative flight, and then lose their stroller?
Based on this horrific experience, I demand the following:
1. An immediate investigation into why your customer service agents refused to accommodate my family on the available 6:55 PM flight.
2. The immediate location and delivery of our lost stroller to our residence, or full immediate financial compensation to purchase a replacement.
3. A formal apology for the immense physical and emotional distress caused to my family.
4. Full and fair financial compensation in accordance with international passenger rights for the unjustified flight cancellation, the excessive delay, and the mishandled baggage.
I will be sharing this experience across all social media platforms (X/Twitter, Facebook) and aviation review sites (TripAdvisor, Skytrax) so that other families are aware of how Qatar Airways treats mothers and infants in times of crisis.
I expect a prompt and serious response to this matter.
My wife was traveling alone with our two young children (a 20-month-old toddler and a 5-month-old baby). The itinerary, which was booked two and a half months in advance, was as follows:
1. First Leg: Manchester to Doha. Scheduled to depart at 8:05 AM, but delayed until 8:40 AM.
2. Connecting Flight: Doha to Riyadh. Scheduled for 6:40 PM.
To our absolute shock, we received an email stating that the Doha to Riyadh flight was cancelled, and my family was automatically rebooked on a flight the next day at 8:15 AM. This meant forcing a mother, traveling alone with two infants, to wait in Doha airport for a staggering 15 hours!
What makes this situation entirely unacceptable is that there was an alternative Qatar Airways flight from Doha to Riyadh on the same evening at 6:55 PM. I called your customer service hotline 5 times begging the agents to transfer my family to this available flight to save them from this grueling layover. Instead of receiving empathy or assistance, the call center agents (based in India) were completely inflexible. Their only response was, "We cannot do anything," despite the fact that this cancellation was entirely the airline's fault, not ours.
The nightmare did not end there. When my wife finally arrived in Riyadh, exhausted after a 15-hour ordeal, she went to collect the luggage and the baby stroller, only to find that the stroller was lost by your airline!
As a direct result of your negligence, my wife was forced to physically carry both a 20-month-old toddler and a 5-month-old baby in her arms through the airport without a stroller, after enduring a 15-hour forced layover. This is a complete failure of basic duty of care and passenger safety.
How can an airline that claims to offer a world-class experience abandon a mother and two infants in an airport for 15 hours, refuse to put them on an available alternative flight, and then lose their stroller?
Based on this horrific experience, I demand the following:
1. An immediate investigation into why your customer service agents refused to accommodate my family on the available 6:55 PM flight.
2. The immediate location and delivery of our lost stroller to our residence, or full immediate financial compensation to purchase a replacement.
3. A formal apology for the immense physical and emotional distress caused to my family.
4. Full and fair financial compensation in accordance with international passenger rights for the unjustified flight cancellation, the excessive delay, and the mishandled baggage.
I will be sharing this experience across all social media platforms (X/Twitter, Facebook) and aviation review sites (TripAdvisor, Skytrax) so that other families are aware of how Qatar Airways treats mothers and infants in times of crisis.
I expect a prompt and serious response to this matter.
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Love it
Really love this app
Best Airways?
Definitely, best airlines i have ever seen and flew yet , its been 6 years with this airways . Love their service but only one thing they should have more concern about the food .
Seat selection
Unable to change seats or upgrade
Expected World-Class Customer Service, Left Deeply Disappointed !! 😡
Absolutely disgraceful. Worst airline experience I’ve ever had.
I booked Qatar because of its so-called world class reputation. After what my family and I went through, I genuinely can’t understand how that reputation exists.
The problems began before we even reached the airport. Online check-in didn’t work, and I was told to check in at the airport.
At the desk, I was told one suitcase was two kilos overweight. I accepted, removed over two kilos, and rejoined the queue. When I got back, I was told the weight was exactly the same. I simply couldn’t understand how that could be.
I even showed what I’d removed and weighed it myself, but my concerns were dismissed. I was forced to leave the queue again, remove more items, queue a third time, and then, after all of that, was told I could put one kilo back.
The whole process felt chaotic and unreasonable. From what I experienced, decimal weights also appeared to be rounded up to the next full kilogram. If that was the case, I don’t believe that’s fair.
Throughout all this, I was repeatedly asked to pay extra despite what I believed were inconsistencies in the weighing process. What made it worse was having my elderly mother, my wife, and my daughter watching me being sent backwards and forwards again and again.
I felt humiliated. I’ve travelled for decades and never experienced anything like it.
Throughout the entire time, I remained calm and respectful. I didn’t shout or cause a scene. A supervisor told me he would help, but nothing changed.
Because of the delays during check-in, we were then rushed through as boarding was closing.
After everything that had happened, I explained that I was travelling with my elderly mother, but we were told there were no suitable seats.
Qatar Airways didn’t just disappoint me. It ruined the start of our family’s journey.
I will never fly with Qatar Airways again, and I’d encourage anyone considering booking to read recent customer experiences and make an informed decision.
I booked Qatar because of its so-called world class reputation. After what my family and I went through, I genuinely can’t understand how that reputation exists.
The problems began before we even reached the airport. Online check-in didn’t work, and I was told to check in at the airport.
At the desk, I was told one suitcase was two kilos overweight. I accepted, removed over two kilos, and rejoined the queue. When I got back, I was told the weight was exactly the same. I simply couldn’t understand how that could be.
I even showed what I’d removed and weighed it myself, but my concerns were dismissed. I was forced to leave the queue again, remove more items, queue a third time, and then, after all of that, was told I could put one kilo back.
The whole process felt chaotic and unreasonable. From what I experienced, decimal weights also appeared to be rounded up to the next full kilogram. If that was the case, I don’t believe that’s fair.
Throughout all this, I was repeatedly asked to pay extra despite what I believed were inconsistencies in the weighing process. What made it worse was having my elderly mother, my wife, and my daughter watching me being sent backwards and forwards again and again.
I felt humiliated. I’ve travelled for decades and never experienced anything like it.
Throughout the entire time, I remained calm and respectful. I didn’t shout or cause a scene. A supervisor told me he would help, but nothing changed.
Because of the delays during check-in, we were then rushed through as boarding was closing.
After everything that had happened, I explained that I was travelling with my elderly mother, but we were told there were no suitable seats.
Qatar Airways didn’t just disappoint me. It ruined the start of our family’s journey.
I will never fly with Qatar Airways again, and I’d encourage anyone considering booking to read recent customer experiences and make an informed decision.
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