Qatar Airways defended its actions after a couple reported being seated next to a deceased passenger on a 14-hour flight. The airline stated that crew members acted “quickly, appropriately, and professionally” during the incident, with support and compensation offered to the deceased’s family and affected passengers. A review indicated the crew’s handling of the situation met industry standards. The couple, Mitchell Ring and Jennifer Colin, expressed trauma from the experience, criticizing the lack of protocol for customer care following the incident. They felt more support should have been provided and were frustrated with the airline’s response after landing.
Qatar Airways has justified its decision to leave a couple seated next to a deceased passenger during a 14-hour flight, asserting that its crew “acted quickly, appropriately and professionally.” In a statement to the BBC, the airline noted that an internal review concluded that the crew’s response to the woman’s passing was “in line with training and industry standard practices.” They also mentioned that they provided support and compensation to the family of the deceased and to other passengers who were “directly affected” by the event.
“Passengers were accommodated to alternate seats, and a crew member remained with the deceased passenger at all times during the flight until landing in Doha,” Qatar Airways informed the outlet.
“It is an unfortunate reality that unexpected deaths can occur on aircraft within the aviation industry, and our crew is extensively trained to manage these circumstances with the utmost respect and dignity,” the statement continued.
The airline released this statement after the couple expressed their trauma from the experience on a flight from Melbourne to Doha. Mitchell Ring and Jennifer Colin reported that cabin crew had placed the deceased woman, concealed under blankets, next to Mr. Ring for the final four hours of the lengthy flight.
In an interview with the outlet, Mr. Ring recounted that the airline requested he shift over, leading to the placement of the woman in the seat he occupied. Although another passenger offered for his wife to sit beside her across the aisle, Mr. Ring stated that the airline staff did not suggest relocating him, despite there being empty seats available.
“We completely acknowledge that we can’t hold the airline accountable for the unfortunate woman’s passing, but there must be a protocol in place to care for customers onboard in such situations,” Ms. Colin remarked.
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Moreover, he shared with the outlet that upon arrival, passengers were instructed to remain seated while medical personnel and police boarded the aircraft. He recalled witnessing ambulance workers peeling back the blankets from the woman, revealing her face. “I can’t believe they instructed us to stay,” he said, indicating he expected passengers would be allowed to disembark before the medical team arrived.
“They have a duty of care towards both their customers and their staff. We should be contacted to determine if we need support or counseling,” Mr. Ring expressed, voicing his discontent with the lack of support from the airline.
Qatar Airways had previously apologized in a statement for “any inconvenience or distress this incident may have caused.” “Our foremost thoughts are with the family of the passenger who sadly passed away on board our flight,” it stated.