How Qatar Airways Managed A Mid-Flight Tragedy

Passengers seated in airplane cabin with screens visible

An Australian couple was forced to sit beside a deceased passenger for four hours on a Qatar Airways flight, sparking controversy over airline protocols and passenger care in such extraordinary circumstances.

Key Takeaways

Qatar Airways defended its handling of a passenger’s death on a flight from Melbourne to Doha, stating crew acted “appropriately and professionally”
Australian couple Mitchell Ring and Jennifer Colin remained seated next to the deceased passenger for approximately four hours
The airline claims it followed industry standards, with a crew member sitting with the deceased until landing
The affected couple expressed dissatisfaction with the emotional support provided by Qatar Airways
Qatar Airways has contacted the deceased’s family and affected passengers, offering compensation

Incident and Airline Response

Qatar Airways has completed an internal review regarding the handling of a passenger who died during a long-haul flight from Melbourne to Doha. The incident, which involved an Australian couple being seated beside a deceased passenger for approximately four hours, gained international attention. Following their investigation, the airline maintained that their cabin crew responded according to protocols, acting “quickly, appropriately and professionally” in line with industry standards during the unfortunate situation.

The airline explained that after the female passenger suffered a fatal medical emergency, the crew attempted to accommodate other passengers by moving them to different seats when possible. Additionally, Qatar Airways stated that a crew member remained seated with the deceased passenger until the aircraft landed in Doha, demonstrating their commitment to handling the situation with dignity and respect for all involved parties.

Passenger Experience

The Australian couple at the center of this incident, Mitchell Ring and Jennifer Colin, have expressed significant dissatisfaction with how the situation was managed. According to reports, they were not permitted to change seats during the remainder of the flight after the passenger beside them died. Furthermore, upon landing in Doha, they were instructed to remain seated while medical staff addressed the deceased, prolonging their difficult experience.

“They have a duty of care towards their customers as well as their staff. We should be contacted to make sure, do you need some support, do you need some counseling?” said Ring.

The couple’s critique extends beyond the immediate handling of the situation on the aircraft. They have voiced concerns about the lack of follow-up emotional support from the airline after experiencing what was undoubtedly a traumatic event. This aspect of their complaint highlights broader questions about airline responsibilities to passengers who experience extraordinary circumstances during flights, particularly those involving mortality.

Industry Standards and Protocols

Qatar Airways defended their approach by referencing industry-wide protocols for handling in-flight deaths. The airline acknowledged the unfortunate reality that unexpected deaths occasionally occur during flights across the aviation industry. They emphasized that their crew members receive comprehensive training to manage such situations with the utmost respect and dignity, balancing the needs of the deceased, their family, and other passengers.

“It is an unfortunate reality that unexpected deaths do sometimes occur on board aircraft across the aviation industry, and our crew are highly trained to deal with these situations with as much respect and dignity as possible,” the airline said in a statement.

Following the incident, Qatar Airways has reportedly contacted both the family of the deceased passenger and the affected couple. The airline has offered emotional support and compensation, though specific details of these offerings have not been disclosed publicly. Their official statement reaffirms their belief that the cabin crew handled the situation in accordance with their training and established industry practices, despite the couple’s contrary assessment of the experience.