I have been trying to get a responce from Qatar Airways customer services since 20 minutes after the flight landed! No one at the airport would speak to me, even though it was Qatar’s main hub in Doha. I was told to write an e-mail to their tell.me e-mail address but this was ignored, so I opened a complaints ticket on their web site. I received an e-mail from them saying that the complaint would be dealt with within 5 days but getting no reply within that time I checked my ticket staus and found it was closed the day I made it, saying the problem was solved. I tried then to post new tickets but each was was instantly closed and marked as solved! So I am posting a copy of my last ticket here in the hopes that Qatar Airways might be shamed into taking action.
COMPLAINT:
I submitted a complaint to your tell-us email address on 12th September. So far I have not even had a confirmation of receipt. I then posted a copy of my complaint here and received an e-mail telling me you would answer within 5 days BUT you closed my complaint on the day it was received. I could not re-enter the complaint just make follow ups which were also instantly closed! So I have posting my complaint again! Please explain why you closed my complaint and deal with the original complaint or I will be reporting Qatar Airways to the Civil Aviation Authority here in the UK.
My complaint was as follows:
“I have just arrived in Qatar from Bangkok on flight QR617, t seat number 46F on the 12th September.
I wish to complain about the attitude of one of your stewardesses. As we were descending into Doha 3 men on a seat near me set fire to something that looked like a large piece of rolled up paper and started waving it around. This produced a lot of fumes and smoke. Each time it went out they lit another.
A man sitting in front of them complained to the stewardess. Two stewardesses came to speak to him and as they arrived the men put out the flames and hid the paper they were burning. As the man was trying to explain about the fire one of the stewardesses kept repeating over and over that this was incense and it was “Good for You”
I have never heard anything so stupid from airline flight staff before, that waving fire around when landing was “Good for You” I would like her to tell the pilot this because he declared an emergency because of the smoke! When we landed there were fire engines surrounding the plane. But of course, according to your cabin staff this is “Good for You” I must point out that this was not like small joss sticks that just give out smoke and scent, it was a large flaming object they were waving around.
I think you need to seriously look at the training of your staff as to what is safe to do in an aircraft and what is not.
This may be a custom in Qatar but I do not appreciate my safety being put at risk in a plane and your staff thinking it’s “Good for You!”
Even though the captain thought this was seriouse enough to declare an emergency your cabin staff thought nothing was wrong with it and nothing was done to the three men.
You really need to look into the training and conduct of your staff. I am a very frequent flyer with Qater, my number is 404205364 but I am seriously considering not using your airline again.
T.C. Heaton”
I would appeciate a response to this complaint. I must also say that I feel it is very wrong that even when in your main headquarters at Doha Airport I was told that there was no one who could accept my complaint or even talk to me! That is why I had to resort to using the tell-us e-mail address.
T.C Heaton
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