DOHA, Qatar — The Chief Executive Officer of Qatar Airways, Hamad Al-Khater, has issued a rare personal message to the airline’s most loyal customers, acknowledging the disruption caused by the ongoing airspace closure and reaffirming the carrier’s commitment to its passengers.
In a direct communication to members of the airline’s Privilege Club, Al-Khater spoke candidly about the impact of the crisis, describing the past weeks as a challenging period for both the airline and its customers.
Okay News reports that the message followed the suspension of scheduled operations after the Qatar Civil Aviation Authority closed the country’s airspace on February 28 due to escalating regional tensions.
Rather than issuing a routine corporate update, the CEO chose a more personal tone, addressing customers who rely heavily on the airline for travel and connectivity.
“As a Privilege Club member, you fly with us more than most. This airline is part of how you live and work and stay connected to the people who matter to you,” Al-Khater said.
He acknowledged the strain the disruption has placed on travellers, offering a direct apology while emphasising that safety remained the airline’s top priority.
“That decision was guided at every stage by one principle: the safety of our passengers and our people. I know it has caused real disruption to your plans and commitments, and I am sorry for that,” he added.
The message underscored the airline’s awareness of the emotional and practical impact on frequent travellers, positioning the relationship between Qatar Airways and its customers as one built on trust rather than transactions.
“You have chosen Qatar Airways, repeatedly, placing your trust in our ability to connect you to the world,” the CEO said, adding that the airline’s commitment had only strengthened during the disruption.
As part of efforts to support affected customers, the airline announced it would extend loyalty status for members whose benefits may have been impacted, a move framed as recognition of continued customer trust during a difficult period.
Beyond policy measures, the tone of the message signalled a broader attempt to reassure passengers at a time of uncertainty, with Al-Khater stressing that the airline remains focused on resolving outstanding travel issues.
“Every open booking, refund request, or unresolved complaint is a priority for this team,” he said, noting that dedicated teams are working continuously to assist customers.
The CEO also pointed to gradual progress in restoring operations, while maintaining that any expansion of flights would be guided strictly by safety approvals.
“Our schedule is growing each day in line with authority approvals, and we are working toward a wider operation in the period ahead,” he stated.
He concluded the message with a note of appreciation, thanking customers for their patience and loyalty during the disruption.
“Your loyalty through a period as difficult as this one means a great deal, and I am personally thankful for your patience and understanding. We look forward to welcoming you onboard soon.”
