Distressful trip with Qatar Airways: Lack of care by ground staff

Louay

On Nov 17, 2010, just as I got off the bus and entered DOH terminal after disembarking from QR457, I realized that I had forgotten my laptop which I had placed in the overhead compartment above my seat 11A. I immediately notified a ground agent who asked that I proceed to the Transfer Desk and report it which I did right away. There I was informed that all they can do is call Lost & Found and wait for them to receive a missing laptop. I explained to them that the laptop is in the compartment above my seat and I just disembarked exactly 10 minutes ago. I reiterated to them that the laptop may not be easily viewable since it is thin and slid down into the compartment and if not checked properly, it may simply go out on the aircraft's next flight. I clearly requested that they radio air-side and ask an agent to bring it. The agent refused and said that they can only wait for Lost & Found after the aircraft has been serviced and cleaned and that I should come back in an hour before my connecting flight QR007 to LHR!!! I spoke to two other agents. Both declined to do more. Before boarding my LHR flight, they told me no laptop was found! My repeated requests went all in vain and I was told to file a written report in LHR and get a tracking number to follow-up (misinformation). Obviously upon arriving at LHR, I was told since it was not checked luggage, I couldn't file anything! I forwarded an email to QR's LHR Baggage Services but that didn't result in anything at all.

It amazes me how much Qatar Airways spends on advertising an image of a 5 star airline, yet it doesn't put an effort to train or hire employees that are of high caliber... QR's ground staff are incompetent, brainless robots that didn't understand the importance of being proactive and the necessity to act quickly which would have easily gotten my laptop back!

I know it was my fault to have left my laptop on board but I can't seem to understand why Ground Staff didn't want to contact anyone other than Lost & Found? Was proper procedure followed? Shouldn't they have immediately contacted air side and asked an agent to check the seat overhead bin and brought my laptop? Critical time was lost resulting in the loss of my laptop which has been a disaster for me professionally and personally. It seemed to me that the agents deemed my laptop as lost from the minute I reported it or they wished it so for some reason!

As far as Qatar Airways is concerned, a passenger is a nuisance; Unfortunately, no kind-hearted employee was willing to go beyond their presumed call of duty or lack there of. Qatar Airways is not even a One star airline due to its employees lack of responsibility.

Its been 18 days since my loss and the information I have received from Qatar Airways has been negligible. My laptop most definitely was taken by an QR employee either in DOH or in the station of service where the aircraft flew to next. So unfortunate!

littlereddevil

Have to agree they are not very caring. We waited in Doha for latecomers to board,resulting in our flight arriving in LHR very late. They refused to help at all and it cost us £300 for a hotel at Heathrow and we had to pay for new flights to Aberdeen the next day because we missed our connection . Have refused to fly with them ever since as there are much better airlines out there with better customer service.

dmg24

littlereddevil wrote: »

Have to agree they are not very caring. We waited in Doha for latecomers to board,resulting in our flight arriving in LHR very late. They refused to help at all and it cost us £300 for a hotel at Heathrow and we had to pay for new flights to Aberdeen the next day because we missed our connection . Have refused to fly with them ever since as there are much better airlines out there with better customer service.

That actually sounds like good customer service overall, most airlines would leave latecomers behind. It is a shame that you missed your connection, but that is always a chance when you book separate tickets.

richardw

It is becoming well known that they sell through tickets with very short/impossible connections at DOH.

Was there any chance that you could have gone back to the aircraft yourself?

budgetflyer

I think the 5 star may be based on their business or 1st class service. I certainly wouldn't rate their economy service any more than 3 star, maybe scraping a lower 4.

dickydonkin

budgetflyer wrote: »

I think the 5 star may be based on their business or 1st class service. I certainly wouldn't rate their economy service any more than 3 star, maybe scraping a lower 4.

Have to agree budgetflyer.

I used them a few years ago for a return flight MAN -BKK and the crew on all of the legs were just downright miserable. And as for the groundstaff - particularly in Doha - they were awful.

The Doha experience was one I would never wish to repeat, however, I understand the airport has now been upgraded.

On the plus side, the food (albeit in economy) was quite good and plentiful - which is more than could be said for the seat pitch - particularly if you have the AVOD box under the seat in front of you.

littlereddevil

budgetflyer wrote: »

I think the 5 star may be based on their business or 1st class service. I certainly wouldn't rate their economy service any more than 3 star, maybe scraping a lower 4.

We WERE business class with them to Singapore and back and it was crap compared to other airlines I have flown with.

bcl999

littlereddevil wrote: »

Have to agree they are not very caring. We waited in Doha for latecomers to board,resulting in our flight arriving in LHR very late. They refused to help at all and it cost us £300 for a hotel at Heathrow and we had to pay for new flights to Aberdeen the next day because we missed our connection . Have refused to fly with them ever since as there are much better airlines out there with better customer service.

I thought this sort of situation would be covered by the "missed departure" section of travel insurance. Do insurers consider it all as one flight (i.e. one departure) even if you have two seperate bookings?

[Deleted User]

Interesting read. Sounds like an airline to avoid.

odowdchr

dmg24 wrote: »

That actually sounds like good customer service overall, most airlines would leave latecomers behind. It is a shame that you missed your connection, but that is always a chance when you book separate tickets.

Why is that good customer service?
Surely if it makes other traveller's late it's irresponsible and dissuades you from making future bookings?
It's got nothing to do with how other traveller's choose to book tickets...they sometimes have no choice when trying to book regional connections that can't be booked on one ticket.