Qatar Airways management
It is sad to say and to see how management is like at Qataraways.
I do work somewhere else in one of biggest companies in Qatar but have a relative working in Qatar Airways and made few more friends in there as well at ground services (Check in, transfer desks, boarding...etc).
Qatar Airways says that it is a 5-star airlines where I consider it 2 or 3 stars maximum for the way they treat their staff and customers. It is so bad and old fashioned that they ask their staff to keep their mobile phones at home and to monitor the staff during break time if they are removing their jackets or if they are using their phones but it is a break time.
Supervisors shout at staff in front of customers and they keep abusing staff as if they are slaves. Eventhough, they sell tickets for unavailable seats and let customers suffer at airport...etc
I was surprised to see how their staff accomedation looks like, it is like a cave and the quality of staff they are hiring is poor and their education is irrelative to airlines or non educated. Some they let 4 persons to live in one apartment and their apartments are rubbish. In addtion to that, working environment and motivation of staff to help customers is so bad. I do see that everytime I visit the airport (departure).
Also, traveled manytimes with Qatar Airways and always had an issue with one of their cain crew for attitude or not welling to help...etc
Thought to share this experience, what do you think?
no, I think they are amazing
First of all from a passenger perspective I think QA is a fine company, although I do believe it used to be better and I also believe that Singapour Airline and Cathy Pacific are the best folled by Emirates. I also think that the QA customer service in Doha is much worse than QA customer service abroad. I do think their people need to be trained better and show more of EQ. I also believe their management in Doha is not good at all.... but not because they don't let staff use mobile phones... more because they lost "human touch" and independent thinking.
Secondly I do agreed with the policy of not using mobilee phones while there are working. This is a customer service job that requires constant attention to customer. Quite often I see people playing on their phone in Qatar than assisting customers.
Third - I think QA got good housing, it is people living in them not looking after them properly which is down to personal hygene.
Finally, I do think there is a lot of room for improvement both in the way they treat staff and in the way they treat passemgers.
Staff Treatement Improvement - stop being a "big brother" and let staff do whatever they want during their break. Empower them and encourage good service. Managers just as staff should remember that the only reason business exist is to serve customers and company profits and therefore viability directly depend on it
Passanger service imrpovement - Again remember that customer service and competitive pricing are crucial. For a started stop charging people flying from Doha more than people flying other places such as Dubai. It is a bad practice. Secondly explain to your middle management that customer needs should become their needs... instead of always referring to non existent policies show a bit of a human touch and pass it on to your staff...
It goes back to the basic principle of life - treat others like you would want to be treated yourself.. and don't sell "cheap excuses"... do a job you are being paid for.
Qtel / Oreedoo is a great example... while their customer service depends on who you end up dealig with most of the time it is really good.. yesterday I was served by a Qatari staff who did an amazing job - efficient, polite, patient.. I mean the guy wowed me... I even asked if he is Qatari and he confirmed.. this is really amazing considering the service I have been receiving in government organization.. where I stand in line and the guy serving pretends I am non-existent busy chating on the phone.. then messaging.. then playing PC games.... etc.. such a huge difference.... I hope one day Qatar service in government organization becomes at par with QTel / Oredoo... way to go guys... you do something right.. and this was not the first time I got wowed.. the branch in Doha City Center is amazing.. now if you could also introduce one line up... that would be even better.
First of all from a passenger perspective I think QA is a fine company, although I do believe it used to be better and I also believe that Singapour Airline and Cathy Pacific are the best folled by Emirates. I also think that the QA customer service in Doha is much worse than QA customer service abroad. I do think their people need to be trained better and show more of EQ. I also believe their management in Doha is not good at all.... but not because they don't let staff use mobile phones... more because they lost "human touch" and independent thinking.
Secondly I do agreed with the policy of not using mobilee phones while there are working. This is a customer service job that requires constant attention to customer. Quite often I see people playing on their phone in Qatar than assisting customers.
Third - I think QA got good housing, it is people living in them not looking after them properly which is down to personal hygene.
Finally, I do think there is a lot of room for improvement both in the way they treat staff and in the way they treat passemgers.
Staff Treatement Improvement - stop being a "big brother" and let staff do whatever they want during their break. Empower them and encourage good service. Managers just as staff should remember that the only reason business exist is to serve customers and company profits and therefore viability directly depend on it
Passanger service imrpovement - Again remember that customer service and competitive pricing are crucial. For a started stop charging people flying from Doha more than people flying other places such as Dubai. It is a bad practice. Secondly explain to your middle management that customer needs should become their needs... instead of always referring to non existent policies show a bit of a human touch and pass it on to your staff...
It goes back to the basic principle of life - treat others like you would want to be treated yourself.. and don't sell "cheap excuses"... do a job you are being paid for.
Qtel / Oreedoo is a great example... while their customer service depends on who you end up dealig with most of the time it is really good.. yesterday I was served by a Qatari staff who did an amazing job - efficient, polite, patient.. I mean the guy wowed me... I even asked if he is Qatari and he confirmed.. this is really amazing considering the service I have been receiving in government organization.. where I stand in line and the guy serving pretends I am non-existent busy chating on the phone.. then messaging.. then playing PC games.... etc.. such a huge difference.... I hope one day Qatar service in government organization becomes at par with QTel / Oredoo... way to go guys... you do something right.. and this was not the first time I got wowed.. the branch in Doha City Center is amazing.. now if you could also introduce one line up... that would be even better.
Qatar Airways management is keen in implementing discipline and I appreciate it.
I Believe it's a good idea not to use the personnel mobile phones at duty time. You actually don't need them while you are working, now there is lots of free social mobile programmes available in the mobiles phones like watsup,Face book Etc,Some of the staff mis using this facility and not giving attention to the customers this is one of the resion now some company's not allowing to use mobiles phones on duty, Ofcourse they are allowed to use your official Mobile phone.
Qatar Airways always renting new furnished Flats and allocating to the staff,cleaning and higine is the personnel responsabilty of the perseon who stying there. Number of staff in a room alocated as per the grade.
There is also opection to ask for House allowence.