Last week, I wrote about a lawsuit filed in the United States against Qatar Airways, where a passenger accused a flight attendant of stealing cash from her while inflight. I was skeptical of some aspects of the claims. However, here’s another story of a similar situation, where the airline reportedly confirmed that the inflight theft…
Continue reading: Qatar Airways Flight Attendant Fired For Stealing Passenger’s Phone
Share your questions, experiences, and thoughts below.
Qatar Airways is awesome (when everything goes to plan). Otherwise if there is even the slightest issue, their customer service is non existent and a total nightmare.
@ Rene -- True, though in all honesty, which airline does that *not* describe?
Q: „ which airline does that *not* describe?“
A: Lufthansa! They’re bad when everything goes according to plan and they’re bad in case of irregularities…
Ben, Americans are not the most litigious. Brazil accounts for about 85% of all litigation within the airline industry worldwide according to iata. Germans are also extremely litigious. Qatar has responded and offered to refund the cost of a new phone and dismissed the staff member concerned. There’s nothing more he can have, and apparently he signed a release form therefore the case is closed.
@Ben, 1965 version of Pan Am? But yes- same can be applied across the industry.
What aircraft did the accident happen on the Doha to Singapore flight when the phone was stolen?.
I am guessing an Airbus A350-900
If he didn't sign the release form.
He would have paid $10000 in legal fees. Qatar would have to pay legal fees too.
And the court would rule in favor and order Qatar to pay $949 for the replacement phone.
A BIG win for lawyers.
Totally agree, and at least from a US perspective, an employer is generally not liable for the crimes of an employee.
Fr fr Klaus. Lufthansa starting a school for customer service would be like Jack the Ripper opening a women's health clinic.
My phone was stolen from my QSuite counter top just before landing as well as another passenger's at a different seat. Crew pretended that it fell in the seat and we are unable to retrieve it. What could you do but to leave the plane at some point? It all makes sense now. Can't believe it is still happening. There should be a harsh punishment for the crew so it never happens again.
While I agree that US airlines probably would not have investigated at all, if the theft is somehow proven, I am sure he'd be offered 4000 miles (enough for a sandwich or drink on many of our redeye flights!) on top of phone cost reimbursement.
Now, the guy aslo realizes there is not much more to the story to take any real action - so he is frustrated and trying to extract whatever he can by dragging airline through the mud - and he may be successful. Posting in this blog is a good example of "taking it to social media in a big way"
Qatar does not pay it's staff enough period! They are exploiters!
Qatar hires staff from countries like the Philippines where there is a huge amount of poverty. People are desperate to get away from.
Since people in the Philippines speak English they are perfect for customer service jobs.
The big middle east airlines exploit this situation. They are all just lipstick on a pig.
Qatar has been exemplary in compensating the OP.
My AirPod Pro2 were stolen from a LUFTHANSA aircraft.
Lufthansa response? Oh dear, what a pity, never mind! (And I’m a HC member)
Turned out it was the cleaning staff LH use.
I tracked the device to the employee’s house near the airport, then to the school. I figured they pay cleaning staff terribly, probably a mother gave it to her child…
No offense, but if you’re really concerned about exploitation of workers, you won’t order anything off Amazon, use any gig economy service, buy anything made in China (or any of the other sweatshop countries) purchase diamonds (they’re all blood diamonds really) and all that’s just for starters.
Low pay is no excuse for stealing. Many, many low-income people live honest, honorable, productive lives and would never dream of taking something that wasn't theirs. The FA is a dishonest person, and therefore untrustworthy. They're lucky they only got fired and deported, rather than being prosecuted under Qatari law.
I’d distinguish though between being “litigious” and just pursuing EU 261 comp which is probably most of the German/European airline litigation.
Ben, last year when I went to the bathroom at Qantas F lounge at LAX my AirPods were stolen. I didn’t realized until I boarded the flight. I saw the AirPods go back and forth between LAX and nearby Santa Monica for over a month when they eventually went off. When I went to the lounge and told them about it. And I said it is an employee with the following address. They looked their records and matched an employee that lived at that location. She came out and returned them and said she had “forgotten” to turn them in. Even though they clearly were being used. What was more shocking was that one of the attendants said we we welcome you to the lounge now for the inconvenience. Then the manager came out and proceeded to scold me for going in. And threaten me for wanting to call the police earlier due to the situation. She defended the employee knowingly she was wrong. I was shocked.
So the OP had to "lock accounts" and was unable to access meeting schedules, documents, and other data? Well, shoot... Always have your iPhone locked &password protected, and nobody who lacks the resources of the FBI can access anything of significance. It's also good business practice to ensure schedules and important documents are backed-up to the Cloud, or on a separate device. Then it's a matter of setting-up a new iPhone from the backup. It's annoying to have a different telephone number for a while, but that can be fixed when you get home. Qatar Airways is not responsible for the OP's inability to manage his digital security like a responsible grown adult. He has been adequately compensated, and should sit down & shut up.
I commend QR for owning it. But did they only out of necessity? The fact that the phone was tracked to Singapore and Manila would right away set a trail. I am sure he shared this information and they panicked in their security department. They had to come clean or if the guy pursued it and traced an FA on his flight to those two locations, exactly on those dates, it's game over and QR would have significant backlash whether legally or through public response.
The reality is that in this world no one in large corporate will own anything unless there is a specific reason to or a true liability. As far as his damages, they are minimal and QR should just pay it and make it go away.
You post this every time there is anything about "injury" lawsuits involving airlines. But you hide the fact that your statistics are specifically towards the airline industry. Not the general tort world. America is a cesspool. But it has nothing to do with this post. Clearly you are "one of them" and very defensive.
Ultimately it was the passenger's fault for leaving his phone behind in the plane lavatory.
When opportunity knocks..... my iphone was stolen from my check-in baggage whilst transiting through Abu Dhabi, my bag was broken into and the lock destroyed to steal the phone. I was able to track the phone to the thief's home residence, then the next day to a local phone store in a mall and then back to the theif's home again. I contacted the airline (ETIHAD) who advised they have no responsibility as they advise all travellers not to store any valuables in check-in luggage. Perhaps they advise this as theft is extremely common in these countries. The Airport police and local police didn't want to know about it and advised to contact the airline. Compensation for the destroyed bag was offered as long as I produced a receipt for the bag. That was the last time I ever flew ETIHAD.
Left an iPad on a Singapore airlines flight and it was promptly given to the airport lost and found. That’s the difference between SQ and QR
Urgh.
As an inflight manager my advice to my crew is always this - if you are going to take something from the plane, make sure it is worth your job. So sure, if you can steal the aircraft then maybe!
I work for a major European airline and like most airlines the rule is NOTHING is taken off the aircraft. Not a bottle of champagne, performe from duty free, not even a tea bag.
You still find crew that remove all assortment of stuff from the aircraft although I have never encountered anyone stealing from a passenger. Although in many respects it would be quite easy...for example in the premium cabins we take customer jackets for hanging in the closet. Multiple crew have access to these during the flight, not to mention any customer that might decide to investigate in the dark of night on a long haul flight and have a rifle through the contents.
After landing from a long haul flight customers are usually in such a rush to get off the plane and make a connection and in the tired, rushed state could take some time to realise anything is missing.
My advice would be - never leave anything in your jacket pockets if you are hanging something in the closet. Remove your passport and wallet from any bag in the overhead locker and keep it on your person or close by.
Hi Ed, so you’re saying the cleaning staff got on the plane midflight and stole the headphones from you?
Or maybe did you forget them on the plane?
Hi Ed, so you’re saying the cleaning staff got on the plane midflight and stole the headphones from you?
Or maybe did you forget them on the plane?
This is excellent advice all-round. Passengers must exercise reasonable care for their possessions, and crews must remember that any items of soft product not consumed by the paying customers remain the property of their employer. I recall a 2007 case where at veteran Qantas FA was fired after taking sixteen choc-coated macadamias and three cookies home after a long-haul flight. He was eventually reinstated by court order, but the lesson is clear - don’t take anything that doesn’t belong to you. It’s called “theft”.
A couple of years ago (maybe 2015) I forgot my iPhone in the seatpocket onboard a Lufthansa plane. It was turned off.
I noticed it when I was outside and went back to the check-in area at Munich airport. They checked with the cleaning staff who already found it. I did have to wait (maybe an hour) before the cleaning staff went back to the terminal where I picked it up at LH lost and found (which is handled by an external company. It’s the same company that delivers delayed luggage and used to repair damaged bags before Dolfi1922 took over the contract).
I was surprised that I didn’t have to pay some kind of fee. I wouldn’t be surprised if that is changed now and a recovery fee is charged.
There's definitely no fee for returning you your lost things, that's a pretty basic function of an airline and an airport. There usually is fee for storing your item for excessive period of time, e.g. if you ask them to hold something for two weeks until you come back from a trip, and of course for mailing your items to another location.
No, it wasn't passenger's fault. Passenger's fault was only that the phone was in the lavatory, which could easily be solved by picking it up from the lavatory. The theft was clearly the crew member's fault.
At Heathrow there absolutely IS a fee for collecting lost property.
If you discover you left something on board just as you are getting off the plane and let the ground staff know you might get lucky.
But if it is once the cleaners have boarded etc etc all lost property goes to a central lost property facility at Heathrow for all airlines. And passengers have to pay to retrieve their lost items.
The problem with some people is that they can just make a story ,adapt it in a way where they are the victim and the airline is the one at fault ,put blame on one of the FA and ask for compensation, many different airlines around the world receive such complaints on daily basis, where is the Proof ? Nowhere to be found ! Instead of believing everything you see on internet try and ask yourself some questions ! If the passengers figured he lost his phone immediately after exiting the washroom why hadn’t he reported it right away to the purser ? Why did he have to wait upon landing ? Where is the proof of emails between him and the company ? Hundreds of questions can be asked !
All in all, there is lots of gaps in this story that needs to be clarified..
There’s not (typically) a fee for picking up a lost item. Those companies make their money on selling unclaimed items and on handling fees if they ship it to you.
I left my iPad behind on a United plane at SFO a few years back and didn’t notice until I’d arrived my final destination (SEA). Fortunately I guess it wasn’t in airplane mode so I could see it was in some building at the airport still. I filled out the Chargerback request form and once they notified me it was found, I paid maybe $30 to have it shipped back to my home - certainly worth it! I wrote a note to United thanking the inflight or cleaning crew for their honesty.
Obviously, the story in the article was a clear theft, but the biggest problem in getting lost/left behind items back isn’t people turning them in to lost and found, it’s connecting said items with their owner again.
That has not been my experience. Left a laptop on my seat and totally forgot about it until I reached my hotel about 1 hour after getting off. Went back to LHR and was told the cleaning staff found it. Returned the laptop to me without any mention of any sort of fee.
Not sure what else he wants. While some sort of compensation would be nice, there’s not much recourse if they don’t want to offer any. Even Small Claim Courts in most jurisdictions do not allow for “lost wage” and similar types of compensation. Anyone know if Singapore is any different in this regard?
Welll... on March 21 I was on a QR flight from Doha to Seattle. My partner accidentally left his iPhone in the Q suite, but didn't realize until immigration, at which point we weren't permitted to go back. We contacted SEA staff in the airport and they were unable to help even though we could show the phone location on an iPad. Within an hour QR flight attendants had located the phone (on their own) and facilitated return. Just saying there's always another side to every story.
@Jane Jacobs
ME3 pays more than enough for people from the Philippines to live a comfortable life back home after a few years working there
I do not believe the story which is entirely from the view of possible passenger.
My nephew was transferring from a domestic leg to international at DEL. In the rush to make it to the next flight, his laptop got left behind at security. No, worries, while he flew out, an extended family member in Delhi was able to recover it from Land F. Luckily, he had the serial number of the device, which helped to confirm ownership.
I left my iPad in the side storage of Qsuites once. I realised it during my connection at Doha and told the desk team in the lounge. They did everything possible to get it back to me, even delaying my next departing flight by a few minutes for the lost and found team to bring it my seat! Wonderful service and you certainly wouldn’t get that from some airlines I could mention!