“The computer says NO” by Qatar Airways
Perhaps the best way to deal with hopeless situations is to just face them with a sense of humor. After all there is little we can do to change things that are not under our direct control.
The service provided by Qatar Airways is one of those things we just can’t do much about it.
As an example, no matter how many times an economic class passenger will ask for a glass of cold milk during a flight, he will always be given a NO for an answer. And no matter how many times that passenger complains of this situation, he will always be asked to write a report. And no matter how many times that passenger writes that report, he will never receive a reply or he will never get cold milk served as a beverage on Qatar Airways flights on the economy class section.
But this cold milk issue is just a minor detail that certainly doesn’t affect all passengers, only those who would like to have the milk instead of the wine or whiskey or coke or tea and Qatar Airways, as a 5 star airline, doesn’t waste their precious time and resources to listen to economy class passengers, after all they are 5 stars!
Leaving the details and exceptions, let’s focus on the daily service, the airline provides on their website and by the phone.
The other day, I was consulting the airline’s website to look for a ticket to Dubai. Realizing that the prices were quite expensive for such a short flight, I looked on the Special Offers and Holidays packages and found out that there was a special price to Dubai advertised but I couldn’t find any flight at any time and date that would match the advertized price. Then under “Holidays”, I found an interesting package to Dubai, as following:
LE MERIDIEN MINA SEYAHI BEACH RESORT & MARINA
Per Person on Twin Share: Starting From QAR 1890
This five-star resort is set on 1,200 meters of the Jumeirah coastline,
lining Dubai's largest private white sand beach
and glittering, 238-berth world-class marina.
PACKAGE INCLUDES :-
• Return economy class airfare (DOHA / DUBAI / DOHA)
• 03 Nights accommodation with breakfast
• Hotel room taxes and service charges
Further down in the brochure it said:
For Further Details, Kindly Contact Your Travel Agent Or Qatar Airways Holidays on: - Telephone: 449 6969
And so I did call Qatar Airways for further information.
Those of you who have watched the British comedy series “Little Britain” will probably laugh at this real life episode and those who don’t know the series but deal with Qatar Airways will certainly recognize the Qatar Airways service “style”.
The phone call went more or less like this:
Me: I am calling to enquire about the dates’ availability for the 3 nights Dubai Holiday Package “LE MERIDIEN MINA…
QR: Sure, for how many nights?
Me: Well the package says 3 but I would be fine with 2.
QR: The package is for 3 nights, we don’t do 2 (The computer says NO).
Me: (I was thinking but didn’t say, why did you ask)… OK, 3 nights then…
QR: What is the departure date?
Me: dd/mm/yyyy
QR: At what time?
Me: around 5pm
QR: We don’t have that time (The computer says NO).
Me: So what time do you have?
QR: At 12:30 or 20:30
Me: (I was thinking but didn’t say, why didn’t you say so…), OK, at 20:30
QR: Sorry, the system isn’t giving me the option you choose (The computer says NO). Could you choose another hotel?
Me: I don’t know Dubai very well, somewhere near the one I chose.
(after a few minutes)
QR: OK sir, we have Tamani Hotel package and it will cost you 5600 QR per person.
Me: It’s a bit more expensive than the one I choose. Don’t you have one with a similar price?
QR: I can’t tell you, the system doesn’t give my by price (The computer says NO), you choose a hotel and I will tell you the price.
Me: As I said I don’t know Dubai very well, could you tell me the cheapest price you can offer for those dates.
QR: No, the system doesn’t list by price (The computer says NO).
Me: So there is no way to tell me when the advertized package is available.
QR: No sir, you can always email us and the system will reply…
Me: OK, thanks.
I did email a few days ago and I am still waiting for their feed back.
Will the computer eventually say YES????
Note: It’s not always like this. Qatar Airways does employ some very good professionals.
Qatar Airways deficiencies are usually attributed to system failures or poor training programs.
To all those good professional ones, we do thank you for your great job!
To the Airline Management: please walk your talk!!!!!
loooool....label it QA bashing or not...this is funny!!!
smile lots laugh more
[Edited by SMOKE MOD: ROFL]Qatar airways is a JABRONI airlines :) Never going to travel with them, even freaking Air India would be thousand times better..ok so their air hostesses are prehistoric dinosaurs but one must not complain. Over priced and bad service.
Good Fortune always comes knocking at your door...when you are sh*tting in the toilet!! :)
_[]~SMoKE~[]_
had good and bad experiences
when bad you find yourself asking how can this happen?
like lost bags retrieved after being missing for a week only by asking to look in the store myself (three occasions). like trying to confirm flights while abroad and being held for minutes on end on the telephone at great cost, not usually a local call as few people stay near the airport (better to ring Qatar in most cases, it's cheaper!)
the main thing is the lack of concern at any such bad customer relations practices and lack of understanding how this affects future travel intentions.
I once searched the privilege club site for a flight where I could redeem my points, nothing available over the next 3 full months! Complained to privilege club office was told to send an email. No reply!
Other things like QA downgrading my privilege club status and apparently confiscating the points i'd already had accrued rankle as well. Suffice it to say that QA is not first choice for any flight for me any more.
deedee,
You are right, when I do stand up and go to the pantry and explain them the usual refusal of the cabin crew, with more or less resistance, they will end up and getting it from the business class and give it to you!
But you really need to stand up and nag them, they will never give it to you when you ask for it as the result of their question “What would you like to have for drinks” – not even when the breakfast meal is being served!
getting milk. Of course I go stand in their way in the galley until they give up and give it to me just to get me out of their way:)
One thing I've noticed is that while QR bashing is popular - it doesn't seem to be the case for the other Gulf Air Carriers. Perhaps that has more to do with the fact that QR is the national carrier and has more flights etc. - but has there been a complaint posted here about Emirates, Oman Air, Air Arabia? I have seen one on Etihad, but it appeared to be the poster's own fault.
I'm booked on another carrier for my fun trip and my home trip this summer, QR will never get another Riyal out of me.
Signature line > "You can't fix stupid"
I love these QR bashing threads, as they keep reminding me how I must be one of the luckiest people alive, since I've never had a bad experience with QR (well, no worse than I've had with any other airline).
they might have got 5 stars badge for their services offered, but they got " Minus" -5 stars for the way & how they offer these services.
Thanks guys.
Living in Qatar does expose us to so many of these situations that may frustrate us and even more when we realize that there is nothing we can do to improve them.
After realizing that, I am now doing my best to at least, laugh at them.
There are other examples, so many, that we all go through on a daily basis, that would give plenty material to a good comedian!
Speaking about QR, I am still waiting for the feedback about the security breech on board of a QR flight. After a few phone calls with no substantial feedback, I finally was transferred to the Customer service (a number kept secret and away from their website). After the call was transferred, the ringing tone went on for about 7 minutes until I gave up and dilled again.
When I finally got an answer they told me that probably the agent went to the toilet. When I said that the phone system was outdated as it should transfer to the next available agent. They told me to forward my suggestion to the Customer Services, them selves.
O_o
If you fall into their trap, you will be running around a spiral of written reports and follow up calls.
The thing is, its not the employees’ fault. There are just not empowered and authorized to take any action or to commit to it. They are simply instructed, almost as robots, to reply to any complain with a: “sir, you can write a report…”
PS. By the way, just for the fun of it, next time you fly QR on economy class, try to ask for a glass of cold milk and I guarantee you that you will get a NO . The funny part is that this NO, comes in all kinds of forms and shapes. Try it and you'll see the puzzled reaction of the majority of the crew, reacting as if you are asking for a glass of gasoline!
QR callcentre is in Muscat - out sourced :((
______________________________________________
- Listen to Many...Speak to a Few -
good thing u didnt visit the office and ask them personally for sure it will confuse you more when u can see in the computer YES while they say NO..hahaha lolz
MyHotComments
Thanks for the morning treat...
Call centre service of all the major co. sucks in Qatar...
and this one is a perfect example..........
Enjoyed ur post very much! Can SO relate to it!! Now I know I'm not the only one who has these weird calls!
Thanks!
Whatever you vividly imagine, Ardently desire, Sincerely believe and Enthusiastically act upon, Must inevitably come to pass.
This will go down well as a little britain , Qatar version :o)
Dear Lusitano,
What a beatiful piece of comic satire( is it ?) - love your sense of humor and ability to see a joke through it all.
On Qatar airway flights, they give you a menu card and tell you that for non vegetarians - there is a choice between chicken and fish. When we ask for a chicken meal, they say, sorry , we have run out of chicken so you make do with the fish one , OK ?
Then why do they give you a menu card in the first place?
I haven't travelled by many different airways, and my husband tells me that flights in countries like Germany are worse, for me I feel for the amount of money they take from us poor passengers, the service is of very low standards.
AP
Nice one!
Beautifully written. I laughed myself half to death! What a morning treat!