Growing anger at Qatar’s airline

Travellers upset with treatment by staff hiding behind blinds

ABU DHABI // Frustrated Qatar Airways customers vented their anger outside the airline’s Abu Dhabi office yesterday after flights between the countries were suspended. Dozens crowded around the door to get refunds or rebook tickets, but staff allowed only the most urgent of cases inside.

There were similar scenes at the airline’s Dubai office, with dozens of customers queuing in the midday heat.

But in the capital, even those who had bookings for that day said they were made to wait outside the branch, which had its window blinds closed.

Sinziana Tubac showed up with her luggage after being turned away from her flight at the airport.

“The way they are dealing with customers now is despicable,” said Ms Tubac, who had planned to fly home to Romania through Doha yesterday evening.

“Not one email or phone call to let me know. I had to be told my flight was cancelled and to come down here by an Etihad Airways employee at the airport because there was no one working for Qatar there.”

Ms Tubac, 32, said she would not book with the airline again.

“It used to be one of my favourites and I have had good experiences with them,” she said. “But I am very annoyed about the situation. They have to deal with it better than this.”

Farrukh Hafez, who was trying to find a flight to Manchester said: “It’s appalling. I won’t be able to use my ticket, I can’t travel.”

“It has just absolutely disturbed all my summer plans and I don’t know if I’ll find any alternative flight to Manchester,” Mr Hafez said. Another customer, who was told to return today, said this was the first and last time he would book with the airline.

“I usually book on Etihad but this time of year the tickets are expensive, so I decided to give it a go,” said Schalk Wessels, 50, an Abu Dhabi resident who booked a flight home to South Africa a day before the UAE cut ties with Qatar. “I was surprised it happened so quickly, but next time I will just pay more.”

Mr Wessels was surprised to see people arguing outside the office and cars double-parked in front of the building.

Also trying to fly with Qatar Air- ways for the first time was Hassan Hawash, 51, who recently reserved tickets on a flight to Egypt for his wife and two children.

“We usually do a cheaper trip on flydubai but I had heard the Doha airport was one of the best in the world, so I thought I would try it for the comfort of my wife and kids,” said the English teacher.

He was shocked to see the number of people gathered at the office, but was told there were even more being served inside.

After his wife tried to contact the airline by phone, he decided to visit the branch after work.

“To the credit of Qatar Airways, they had people outside taking questions and showing they were ready to help,” he said. Mr Hawash was told he could get a full refund only if he dealt with the office and not online, where he would incur a penalty. But with summer being high season, he said he would prefer to have the airline rebook him on another carrier, which Qatar Airways said it could arrange.

In Oman, hundreds of Qataris and other passengers were stranded at Muscat airport for hours yesterday. Oman Air has been flying Qataris home since Monday evening. Qatar Airways yesterday took some of the load.

“We have served about 350 iftars to Qataris whose flights have been affected by the embargo in the past two days,” said Nasser Al Ghaithy, an airport duty officer. “Those for whom we could not find alternative flights we put up in hotels.”

Qatari Khalid Al Fulaiti had flown in from India and was waiting in Muscat for his flight to Saudi Arabia – only to learn it was cancelled.

“I was going to Saudi Arabia for Umrah but now I need to turn back,” he said. “It is frustrating and stressful, especially if you consider it is Ramadan.”

Pakistani Syed Rahman was unable to take his connecting Qatar Airways flight from Muscat to Jeddah through Doha.

“I have to wait for an available Oman Air flight or any other airline to get to Saudi Arabia,” he said. “I have run out of cash but Muscat airport has provided free meals.”

At Hamad International Airport in Doha, terminals and drop-off areas were deserted. “This is the emptiest airport I’ve ever been in,” said Katie, who was flying to Thailand. “It’s exceptionally quiet, almost eerie.”

In the departures terminal, a calm air of weary resignation took hold. Passengers gazed at information screens and pointed at cancelled flights to and from destinations across the Arabian Gulf.

For most passengers, the experience was bemusing. “I have never seen it like this,” said an Indian civil engineer who was travelling home to New Delhi. “It’s crazy. I hope the crisis will finish soon.”