Mixed Feelings

As a regular flyer, I boarded flight QR1366 on 21st December with the high expectations I usually associate with Qatar Airways. While parts of the journey lived up to the airline’s reputation, several aspects fell short and are worth highlighting constructively. The aircraft used on this route was a Boeing 787-8 that felt noticeably old. In economy class, the seats themselves were reasonably comfortable; however, the armrests were extremely narrow and uncomfortable, making it difficult for two passengers to share the space without constantly adjusting posture to avoid contact. This detracted significantly from overall comfort during the long-haul flight. Unfortunately, the service experience was inconsistent. One flight attendant behaved in a rude and unprofessional manner. I was seated at 10H and requested assistance with my flight monitor. The response I received made it feel as though I had asked for something completely unreasonable. This type of interaction was disappointing, especially from an airline known for world-class service. Some cabin crew seem to forget the privilege and responsibility that comes with representing a premium airline. Additionally, boarding could have been better organised. One flight attendant was still packing pillows in the cabin while passengers were boarding, which ideally should be completed beforehand to ensure a smoother and more welcoming boarding experience. Cabin noise on this aircraft was quite noticeable and significantly ****led the audio from the in-flight entertainment system. The headsets provided were low quality. I requested a replacement headset, which resolved the issue, indicating that the initial headset was faulty. I would strongly recommend that Qatar Airways periodically tests headset sound quality to avoid unnecessary passenger discomfort. On a positive note, the food was excellent, very tasty, well-presented, and served with clean, good quality utensils. One small recommendation would be to include toothpicks in economy class meal kits, as they currently seem to be reserved for business class. That said, I appreciate the senior flight attendant who went out of their way to organise one for me upon request. The flight itself was smooth and fairly pleasant, with only a few minor turbulent bumps along the way. Despite the unprofessional behaviour of one crew member and some product-related shortcomings, Qatar Airways remains one of my favourite airlines. This review is intended to contribute positively to the airline’s continued success and service excellence. For comparison, I recently flew on a South African airline, Lift, whose cabin crew were among the most professional I have ever encountered. There are valuable service lessons there that some Qatar Airways attendants could certainly learn from.