#1  
Old Nov 20, 2011, 12:44 AM
Moony Moony is offline
 
Join Date: Nov 2011
Posts: 1
Default Qatar Airways. Just incredible

Hello
This is my story with the so-called 5 stars company...
I traveled once with the airline and liked the service so when my parents needed to travel, I booked their flights with Qatar.
Bad idea...
During the trip, one of the crew members dropped -very- hot coffee on my father's leg, a part from the fact that it was VERY painful, it led to burns...
At the transit, Qatar brought a doctor to check the burns but instead of him giving something to actually treat it and maybe relieve the pain, he applied an anti-bacterial product on it and left...
My father had to continue the rest of the trip with pain and wet pants, until someone from the crew brought him pants stamped qatar airways, the kind you'd wear for jogging...
At the transit stop in Doha, my father was still in pain, he approached another person from the QA crew, explained that he needed something to apply on his lef, she said she would bring something right away, then left and...never came back...
My father is 60 years old, he spent the next couple of weeks after the trip with pain, not able to sleep on that specific leg or even drop water on it, because it was still painful...More than a month after this trip, he still has red marks...
I have called Qatar call center to complain, had it registered and was promised a response within 5 days. It's been almost a month now and nothing...Called again and again, was said it will be escalated...no feedback at all.
I wrote an email to their complaint center, again, 5 working days deadline is their promise, and again, absolutely no answer. Wrote again with no feedback.
So it seems I am being ignored, and I just can't accept the idea that an airline company can do this to a passenger and get away with it.
So what can I do to escalate this and get a fair indemnity for what happened?
What is for sure is that I will never fly with QA again.
  #2  
Old Nov 20, 2011, 9:58 AM
jimworcs jimworcs is offline
 
Join Date: Jan 2008
Location: Lot et Garonne, France
Posts: 3,197
Default

Accidents happen... and it would seem that they are liable for the pain and suffering your father experienced as a result of this burn. You have the option to sue them.. I suggest that you ask a lawyer to write to them with a letter setting out your demand for damages. You need to be clear what you are asking for.
  #3  
Old Dec 14, 2011, 2:14 AM
BKK_FLYER BKK_FLYER is offline
Airline Employee (NOT OFFICIAL REP)
 
Join Date: Dec 2011
Location: Bangkok, Thailand
Posts: 42
Default

Hi,

I agree accidents happen.. As to the notion of sue or not, while it's pretty clear it was a QR employee who dropped the coffee, I'd wonder was there other mitigating factors in play at that time.. examples; turbulence, etc.

Again, the notion of 'to sue or not' is kind of complex and you'd need to know exactly what is and is not the applicable law and where or what courts would have jurisdiction.. and your costs to pursue it and probability of success and/or gains relative to the costs to pursue action.

that whole issue aside.. I do think that only from what you write the on-the-ground situation should have/could have been better managed.

You say that at the transit point QR brought a doctor.. If that was in fact what s/he was, a medically qualified and licensed practitioner, then I do think there's an issue of "Doctor's Orders" so to speak..

You don't say if you or your father asked the doctor for something else/more (and for arguments sake I will assume you DID ask) than what was done, but I do think that there is the possibility that in the doctor's medical opinion based on what s/he could see, it wasn't warranted, appropriate or the like.. and while you or your father may have wanted XX, the Doctor may not have felt it was appropriate..

Again, very situational and one where we'd have to see what was going on, etc..

Where I do see some pretty clear room for better handling on QR's part, is after he was seen by the doctor.. I would have expected that someone from QR to come over, apologize (this is different than admission of fault or liability) and more importantly, to assess the situation and see what he needed to continue to travel.. be that replacement clothes (the suit you mention I recall is QR's premium cabin sleep suit) or something..

From what you write, it sounds to me like not a whole lot was done after the Doctor's intervention, to help mitigate the discomfort from a non-medical perspective.

and, with no pun intended, to add insult to injury, they're not apparently being responsive to your communication.

This is a pet peeve of mine.. I DO think you have every right to have your issues acknowledged (i.e. we got your letter/email) in a timely fashion.. and.. that it be acted upon in some reasonable length of time.. Note that "acted upon" does not automatically mean 'get your way', only that they address your issues and get back to you with their reply, response, solution, offer, etc.. within a reasonable length of time..

and for me, unless it's something unique or requires an abnormally large amount of investigation, I think you should get your reply within 21 to 30 days tops.
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