Qatar Airways CEO Akbar Al Baker is one of the most interesting people in the airline industry to listen to. For better or worse, there’s never a dull moment when he has a press conference. Heck, just watching his facial expressions and grins is half of the fun. Here’s today’s example of that, as noted by Paddle Your Own Kanoo.
In this post:
Akbar Al Baker comments on Lufthansa’s new product
Qatar Airways held a press conference today at ITB Berlin, one of the largest travel trade shows in the world. During this, Qatar Airways announced a significant expansion (unfortunately there are no additions in the United States), and then he also took questions from the audience.
During the Q&A period, he was asked about Lufthansa. Specifically, a reporter mentioned how Lufthansa recently lost its Skytrax five-star rating, and asked Al Baker what his thoughts were on Lufthansa’s new “Allegris” cabins, and if he’d fly on Lufthansa if he were invited by Lufthansa Group CEO Carsten Spohr.
His answer is kind of epic (if you want to watch it for yourself, it starts 56 minutes and 15 seconds into the below video):
“Yes, I have seen it, I have seen images of it. Congratulations to him, but he is nearly 12 years behind Qatar Airways’ product improvement. And whilst he does that program, we are now going into our next evolution with Qatar Airways product.”
“I would love to. He’s my friend — okay, we are adversaries in business — but he is my friend, and if he will invite me, I will certainly fly in his product, and I will tell him how many mistakes he has made.”
“Let’s see when the product will be onboard. You know, you can always announce a product, it takes ages to put the product. Do you know how long it takes to develop the seat? You know, the Qsuite you see flying on Qatar Airways, was in development for nearly five years.”
“You should always fly on Qatar Airways, you’ll always get the best product. But you know, you can always put seats, you can put, you know, fancy stuff around the seats, but you can never deliver that human touch that Qatar Airways will give you. The passion, the hospitality, the attention, that you get on Qatar Airways, you can never get on somebody else.”
“A nice seat, privacy, you know, the partition up to the ceiling, virtual windows, it’s all good. At the end of the day, this is why you start paying so high prices against Qatar Airways, because we don’t have all this fancy rubbish on our airplanes, we have really a product people like.”
My take on Al Baker’s Lufthansa comments
Like I said, Al Baker is a hilarious guy. He’s bright, but he also makes some comments that raise eyebrows, and that many will find distasteful (not unlike a few other people I can think of).
Frankly in this case his criticism seems largely warranted, given that Lufthansa first announced this new product back in 2017, and it’s still not available on any planes.
“Congratulations… but you’re 12 years late!” “I’d love to fly with Carsten… and tell him all the things he did wrong!” There’s obviously also some shade in there for Emirates, as Al Baker talks about virtual windows, which you’ll find in Emirates’ new first class.
I think it’s interesting how Al Baker almost attempts to position Qatar Airways as a no-frills airline, arguing that airfare is increasing because of the “fancy stuff around seats,” while Qatar Airways simply delivers a human touch. Of course Qatar Airways has excellent service, but I’d say the airline also has a lot of bells and whistles, much like on other carriers (and that’s a good thing!).
Bottom line
Qatar Airways CEO Akbar Al Baker had a Q&A during a route announcement today at ITB Berlin. As usual, he had no shortage of entertaining commentary on the industry, the funniest of which involved his analysis of Lufthansa’s new cabins.
What do you make of Al Baker’s comments?
Qatar might have friendly crew but many are forced to provide the service and can be overbearing. If you want to know what I mean, take one of the red eyes between Doha and India and you will see the difference in service when compared to other long hauls originating in Doha. There is a world of difference. Product downgrades are common due to last minute due to equipment change. Plastic ware on India flights...
Qatar might have friendly crew but many are forced to provide the service and can be overbearing. If you want to know what I mean, take one of the red eyes between Doha and India and you will see the difference in service when compared to other long hauls originating in Doha. There is a world of difference. Product downgrades are common due to last minute due to equipment change. Plastic ware on India flights and glass stemware on other flights . QR is unapologetic about it.
Pardon me but I think QR ticket prices have been outrageously expensive whenever I’ve checked.
Premium cabin customers are never subjected to hand baggage weight checks or rigidity if you are a couple of kilos over the limit.
Qatar is frightfully rigid . I remember being charged €200 for being 4.5kgs over the limit (2.5kgs check in and 2kgs hand luggage) in business class.
That was the end of QR getting my business. Frankly, I don’t think they could care less.
I think he is absolutely right .
My family and I did have a business class with lufthansa
From frankfurt to Cairo.
It was a total disaster
From chairs to toilets and food .
Business class was separated
With a small blanket from Economy . No word for this expensive paid ticket but cheap opoperated . It is very sad how this beautiful and famous Airline
Going down the drain .
Dear Mr Al Baker, you can talk the walk, but frankly you did not deliver on my last flight with Qatar airways from MAN TO NAIROBI.
because of a breakdown in your systems I and my family could not get the flight originally booked but had to go on a flight some 6hrs later and was downgraded from business to economy. My flight was to put it mildly was horrendous, but the kick in...
Dear Mr Al Baker, you can talk the walk, but frankly you did not deliver on my last flight with Qatar airways from MAN TO NAIROBI.
because of a breakdown in your systems I and my family could not get the flight originally booked but had to go on a flight some 6hrs later and was downgraded from business to economy. My flight was to put it mildly was horrendous, but the kick in the teeth came after arriving back in Nairobi Kenya was being told that I could not have the rebate being the difference between eccom and business of over $1300 as this can only be used as a reduction against my next trip.
You have just lost me and my family.
That is terrible customer service!!
Says the guy who plagiarised Changi jewel's design and then claim it as his own. Lol! I am unfortunately not a fan of Qatar Airways. The human touch that he claims is actually more of a "robot" touch and the constant last minute aircraft swaps and changes is one of the worst amongst airlines out there. Tried and done with Qatar. ANA, JAL, SQ, Finnair, Emirates, Eva are all much better alternatives.
Meanwhile North American airlines like Air Canada are what? 24 years behind?
Apparently he had never to do with QR customer service...
As someone who has flown Lufthansa many many many times over last 10+ years, mostly in J and half the time on my own money I can honestly say, hand on heart, that Lufthansa as we knew it is no more. I am not bitter and I wish Lufthansa the best for the future. I will always treasure my memories of countless happy flights with wonderful service. I always loved FRA and watching all the...
As someone who has flown Lufthansa many many many times over last 10+ years, mostly in J and half the time on my own money I can honestly say, hand on heart, that Lufthansa as we knew it is no more. I am not bitter and I wish Lufthansa the best for the future. I will always treasure my memories of countless happy flights with wonderful service. I always loved FRA and watching all the Lufthansa planes from the bus and I would dearly love to do it again. But I can't because time and time again Lufthansa fail to ensure a modern product, adequate lounge services and their responses to genuine Lufthansa screw ups has been horrendous these last few years. It is not even the money involved, it is the principal. If I could magically pay ten times what Lufthansa mess ups have cost me and somehow return to a situation where I could trust Lufthansa to actually deliver a half acceptable experience I would. Maybe it is weird to effectively mourn the rapid terminal decline of a once great airline but I am genuinely saddened that they are now more.
I am shocked and frankly very disappointed that Qatar Airways switched aircraft at the last minute. We flew QA because of Q Suites and switching us to a decade old 222 configuration on 77 L was not appreciated at all. Makes me wonder if I will ever opt for QA again
But honestly, why doesn't he install even the reverse herringbone seats he has on the 787-8 in the large number of B777s flying the angled flat seats? The Q-Suites have been around long enough to not have them installed on all planes. Given increased demand QR will probably not take these out of service to update the cabins.
Al Baker is absolutely DELUSIONAL if he really thinks his airline is the best in the world. Their business class seats are so narrow. Their onboard catering is gross to say the least.
Has anyone flown on Singapore Airline's business class and first class? Look how much wider their seats are compared to Al Baker's Qsuite?
“You should always fly on Qatar Airways, you’ll always get the best product..."
LIES! My IAD to DOH flight got switched to one of their old 77L with crappy, outdated, lumpy seats in 2-2-2. Luckily the return is still QSuites (for now).
He really hypes up QSuites and the hard product, but not every mainline wide-body has QSuites (or that modified version on the new 7878-9). Qatar has leased planes flying around with an...
“You should always fly on Qatar Airways, you’ll always get the best product..."
LIES! My IAD to DOH flight got switched to one of their old 77L with crappy, outdated, lumpy seats in 2-2-2. Luckily the return is still QSuites (for now).
He really hypes up QSuites and the hard product, but not every mainline wide-body has QSuites (or that modified version on the new 7878-9). Qatar has leased planes flying around with an inferior hard product, or decades-old planes with a matching decades-old business class product that has not aged well.
We give a lot of crap to Lufthansa for once being a 5-Star Airline, and Emirates for still doing 2-3-2 on their 777 business class--but Qatar seems to skate by on SOME planes having QSuites. They advertise it as something you'll get on every long-haul flight , but half the time they switch out their aircraft with an inferior product. I know the Airbus showdown hurt them...but how are these guys a 5-Star airline with an inconsistent hard product and a growing "bait-and-switch" QSuites offering?
Guess Al Baker has never found himself on a 2-2-2 QR 777 with a 20+ year old cabin. I’ve had too many last minute aircraft switches on his airline to believe anything he says.
I'll be enjoying that experience next week from Washington Dulles to Doha. When I booked it was a Q Suite. Now it's not. And since I booked with AA miles, there's nothing that can be done.
I'm in the same boat Jason, except I booked with Qatar Avios. You'd think they'd be more willing to assist since I used their own program but, NOPE. Crap-outaa-luck. What sucks too is that the days before and days after are QSuites- just bad luck :/
same here - the days before and days after are Q Suite. But no change.
That is terrible customer service!! Thank you for this heads up. Fortunately I decided against flying them when I got fed up at their "nickel and dimming" each seat in business class.
I'd have agreed with him a year or two ago. At this point, though, I'm very likely to start moving away from QR. Their planes to the US keep getting swapped from QSuites to the oldest possible configurations. On 3 out of my last four flights the wifi either didn't work at all, or I had to beg the cabin crew to ask the captain to reset it to get it working. Honestly, if I...
I'd have agreed with him a year or two ago. At this point, though, I'm very likely to start moving away from QR. Their planes to the US keep getting swapped from QSuites to the oldest possible configurations. On 3 out of my last four flights the wifi either didn't work at all, or I had to beg the cabin crew to ask the captain to reset it to get it working. Honestly, if I can't reliably work in-flight on wifi, your product just does not work for me. Also, the ground experience is getting annoying, too, with constant changes, long walks to transfers and immigration, and more. And as for the personal touch? Well, its very, very hit or miss. I used to gush about the QR experience. Now...meh.
He is right about the 12 years. My fear, the current terrible business class lufthansa product is going to be flying a lot longer than we think...its all smoke and mirrors, nice renderings and images at this stage. It will take years before we get to actually experience a trimmed cheaper version of what was presented at the ITB. And when it comes to service, we'll....let say that as long as Lufthansa cuts down on...
He is right about the 12 years. My fear, the current terrible business class lufthansa product is going to be flying a lot longer than we think...its all smoke and mirrors, nice renderings and images at this stage. It will take years before we get to actually experience a trimmed cheaper version of what was presented at the ITB. And when it comes to service, we'll....let say that as long as Lufthansa cuts down on staff and has a prorata of 1 crew for 15 guests verses 1 for 8 at qatar. They will never be up to date with their service. It's also a cultural thing. High customer Service in Germany and most countries in Europe is pretty average. They seem not to believe it's that important like in other cultures. Bad news for Lufthansa as they do fly internationally and well travelled passengers, know that they will most likely get a fabulous service on a middle eastern carrier....on a European airlibe It's more a hid and miss ...certain carriers are known for being horrible to their guests ....try Iberia or ITA, crying air and sleazy jet.
I quite dislike the Q Suite. I feel genuinely claustrophobic, especially when the seat is extended into a bed. That tunnel for legs increases anxiety levels for me and the positioning of the table under the TV is in the way when you are trying to lie down, frequently bump it. I find it far from comfortable.
I flew economy class ...20 years earlier it was very nice, now it does resemble a budget airline...the only redeeming thing about it as the steward... food average, beer choice boring.... I recently flew with Cathy Pacific....for me it was the best long haul in years... Qatar I would not bother with again...seats for Hobbit Class in economy..very poor
I think their plan is to get you to book on Q SUITES and then move you to their old planes or to British Airways. Its legalised fraud with no comeback or compensation. I will Never be booking Qatar again.
I almost threw up when i read this article.
QATAR is in my opinion a total con. I recently paid for a return journey for two of us on Q suites to CapeTown. Nightmare . one sector out of four in a Q suite ..moved onto BA for one sector..and one sector on the oldest Qatar plane in the world. I will never book on Qatar again as they dont deliver what you pay for.....
I almost threw up when i read this article.
QATAR is in my opinion a total con. I recently paid for a return journey for two of us on Q suites to CapeTown. Nightmare . one sector out of four in a Q suite ..moved onto BA for one sector..and one sector on the oldest Qatar plane in the world. I will never book on Qatar again as they dont deliver what you pay for.. Legalised fraud in my opinion.... my customer service experience was worse than British airways! And i am an ABBA member ..anything but BA ....... but the replies i got from the CEO complaints team were irritating beyond belief...cut and pasted platitudes... my last trip on Qatar. I would prefer to travel Ryanair. At least they are cheap...
He is right though! I have to agree with Al Bakr. Qatar Airways does have an impressive track in both human aspect and the hard product, in my experience. Never a petty amenity kit rollout. Never sad looking foods in business. Never a small footcub in business. Never a dull inferior services in the lounges. Constantly warm and genuine on board services and cabin crew, and always consistent.
Exactly the same experience i recently had flying out of Cape Town. Oldest most uncomfortable business class seat ever.
Horrible man. Puts the fear of God into his staff and one can feel it flying QR
How childish is that response... Geesh. It's like he's in preschool.
I am not a fan of QR. I live in Europe, often travel to Far East and don't like 2 x 6-7 hrs flights as impossible to have decent rest/sleep. While service and food are usually good or very good, hard product depends on your luck. It happened to me - quite often - last minute swap and I was travelling in horrible 777-200 with the most uncomfortable seats I have ever had. The lounge...
I am not a fan of QR. I live in Europe, often travel to Far East and don't like 2 x 6-7 hrs flights as impossible to have decent rest/sleep. While service and food are usually good or very good, hard product depends on your luck. It happened to me - quite often - last minute swap and I was travelling in horrible 777-200 with the most uncomfortable seats I have ever had. The lounge is good but only when empty. Unfortunately lots of flights arrive in the same time more or less and I had problem to find vacant table in the restaurant, queue for shower was longer than 1,5 hr etc. On top of that recently prices are ridiculous. No, thank you.
Qatar Airways sell you a Qsuite from Adlelaide to Doha and you end up in a beat up old 777 with clunky 2 by seats, time they retired the ancient floor plan.
These old 777 seat's should be sold as premium class at a reduced price. They certainly over rate themselves.
A 14 hour flight in these noisy old 777 aircraft is a throw back to 2005.
That's right, Qatar Airways always advertises itself as caring about passengers' experience but never changes the 2-2-2 outdated minipod seat so as to at least set up a bottom line. Shame on Qatar Airways for making such an outrageous statement.
The ‘shower queue’ in reality doesn’t exist. It’s just a ploy by the shower attendants to extract a little bribe to put you forward in the non-existent queue.
Flew Qatar between Doha and London in January and was underwhelmed y the Q Suite. Just too complicated and too many cubby holes too small to be practical.
As for the service, they did manage to skip the second half, cheese and dessert. Not impressive.
The movie selection was also not very good.
The best part: the incredible, over the top lounge in Doha.
"The movie selection was also not very good."
With over a hundred movies, if you can't find anything to watch, I'd say it isn't on them...
There could be a thousand movies on offer and they might all be bad.
Could've just shorted that into: "I feel threatened by choice."
Alles so toll aber der Flieger besteht nicht nur FC und BC , eine einfache Aufgabe sollte der gute Mann mal machen auch seiner Internet Seite beantragt mal einen Familien Account, das denkst da musst du Unterlagen hinter legen das die schlecht wird da reicht 1 Woche nicht . Mahlzeit Herr Kapitän
After 5 years loyal custom and being a Gold member with Qatar I decided to move to KLM from next year!! Qatar’s product in the sky is best, for sure. BUT my head is spinning from all my recent flight changes/cancellations and whilst the service in Business class is superb, I’ve had 7 Qsuite flight tickets changed to the old 2-2-2 configuration without privacy since 2022; so have been disappointed a few too many times.
After 5 years loyal custom and being a Gold member with Qatar I decided to move to KLM from next year!! Qatar’s product in the sky is best, for sure. BUT my head is spinning from all my recent flight changes/cancellations and whilst the service in Business class is superb, I’ve had 7 Qsuite flight tickets changed to the old 2-2-2 configuration without privacy since 2022; so have been disappointed a few too many times.
Plus my Qpoints are expiring and Qatar’s upgrade offers have become so scarce my points expire in May 2023 and I haven’t been able to use them - because if I book an economy ticket just 1 of the 4 legs is ever upgradeable.
The icing on the cake was a flight ‘cancellation’ in October, then not receiving my full refund and having to pay more to fly on the same dates!! And getting nowhere with their customer service teams who seem to close your complaints without resolution…
Whilst I agree Qatar’s in-sky product is a dream; their service levels and airplane changes (and online functionality) is a nightmare.
Precisely my sentiments ! Nightmare .
@Lucky could you explain how it is with checking in at business class counter when flying economy & holding a status but traveling with a friend on the same booking who doesn’t hold the status required. Can he check in with me?
@Mateusz Your Mileage May Vary (YMMV).
Your friend flying on the same flight can try to tag along with you, but keep in mind that "the privilege of using business class counter or exclusive counter for elite members flying in economy class goes to you yourself".
The check-in agent might help your friends check-in together, but they have the rights to refuse your friend and direct him to the economy check-in counter. If this...
@Mateusz Your Mileage May Vary (YMMV).
Your friend flying on the same flight can try to tag along with you, but keep in mind that "the privilege of using business class counter or exclusive counter for elite members flying in economy class goes to you yourself".
The check-in agent might help your friends check-in together, but they have the rights to refuse your friend and direct him to the economy check-in counter. If this happens, just don't throw the rage and keep calm, besides, it's not your friend's rights to use the exclusive check-in counter.
Case on point, I am a KF Gold member and on November 2022, I check-in 5 other family members (non-KF Gold, incl. 2 children) with me using the business class check-in counter, and the agent let all 6 of us check-in together :)
Being nice with smaller group of travelers can help, but not guaranteed.
Remember that this is not the norm and the agent always reserves the rights to analyze the situation (ie. due to long queue) and only accept the check-in of the elite status holder.
Sorry but I really am not a fan of the Algeris business class.
I am all for unbundling and choice but frankly Lufthansa’s seven seat choice proposition seems designed to nickel and dime high fare paying passengers.
After paying a business class fair, it seems almost preposterous to be restricted to an aisle exposed seat unless one decides to fork out what I fear will be a substantial up charge for a throne...
Sorry but I really am not a fan of the Algeris business class.
I am all for unbundling and choice but frankly Lufthansa’s seven seat choice proposition seems designed to nickel and dime high fare paying passengers.
After paying a business class fair, it seems almost preposterous to be restricted to an aisle exposed seat unless one decides to fork out what I fear will be a substantial up charge for a throne seat (not business plus).
Not to mention that the product is dated- so essentially after waiting for 7 years, Lufthansa passengers will be welcomed into what is effectively a United Polaris cabin except that they will be asked to pay extra to sit on the window seats. Hardly an elevated experience!
Granted the first class looks great but that will be relevant a select few on some grand trunk routes. Passengers in business, premium and economy will once again be asked to accept Luftansa’s mediocrity in return for German efficiency and reliability that off late hasn’t been as shiny as well.
I would choose United, Delta, Air France or KLM any day over a standard Alegris business seat.
And as far as economy or premium economy go, I actively avoid Lufthansa.
Just got off a 14hr flight from Atl > Doha on Qatar in business class and honestly, Al Baker can act like Qatar is so superior to other airlines all he wants, it doesn't change the fact that tons of their planes are absolute garbage still. Their 2-2-2 config still operates lots of US routes, and even if you have a Q suite booked you're liable to face a switch at the last minute and...
Just got off a 14hr flight from Atl > Doha on Qatar in business class and honestly, Al Baker can act like Qatar is so superior to other airlines all he wants, it doesn't change the fact that tons of their planes are absolute garbage still. Their 2-2-2 config still operates lots of US routes, and even if you have a Q suite booked you're liable to face a switch at the last minute and wind up with a seat that was outdated 10 years ago. At least lufthansa still has padding in their old seats and they still go fully flat. Can't say the same for the rubbish old Qatar seats. Feels like sleeping on a 2×4.
The Australian women who had to endure the shocking indignity of an invasive examination at Doha Airpprt before boarding their Qatar Airlines flight home might have another opinion on Al Bakers idea of hospitality
Al Baker will still the same as he has always been, whenever we hear a letter from him it's always the same sh#t. Gladly he's unique in the ME, not to mention in the whole aviation world.
One thing he should learn is that talking bad about a competitor is never the 'good' thing.
I realy hate that guy, only at starting to read he's name.
"The passion, the hospitality, the attention, that you get on Qatar Airways, you can never get on somebody else.”
Singapore Airlines would like a word with you.
And ANA...and JAL...
@Julia, who are you? A mouthpiece for Qatar?
If anything, Akbar Al Baker was holding back. After all, Lufthansa is congratulating itself in 2023 for promising but not yet delivering the same product they promised but didn't deliver six years ago. Until they can be bothered to deliver, they deserve shade like this.
You never know what product youll actually get on a qatar flight until youre actually sitting in it.
The problem with his unscripted statement is positing a fallacy as research supported findings. The more you criticize a well established business the more independently research figures you have to quote to support a claim your business contributes original solutions. Otherwise your argument is opinion and feelings.
What??
Oh well. My Washington Dulles - Doha flight next Wednesday the 15th was downgraded from a q suites plane to a plane without Q suites. Instead, it's the old 6 across seating without all aisle access. All that bravado and bluster means nothing to me. I hope the service is good!
I just flew this trash out of Atlanta. It was genuinely one of the worst flights I've ever had. The service was "meh", the padding on the seat was basically gone, the seat didn't go fully flat. That they charge the same for this rubbish as they do for Q Suites is unacceptable.
You and manny paying passengers would be flying in a Qsuite is it wasn’t for his nonsense grounding 30 new A350s for almost 2 years: unable to provide the London court proof the the QCAA asked QR to ground the airplane From day to night they pay Airbus and pretends that nothing happened. If it wasn’t for his immaturity and huge mistake grounding these aircraft those many complains of aircrafts with old seats would never be happening.