Thursday, June 20, 2013

Letter to the CEO of Oman Air

Dear Wayne Pearce,
 
I am told that you are the CEO of Oman Air, our national carrier. I have never written to a CEO before so I hope you don’t mind my honesty.  Someone told me that you are a good listener, so I hope you have time to read my letter.
 
Let me introduce myself. My name is Nadia and I am a blogger from Dhofar.  You may have even heard of my blog. It’s called Dhofari Gucci. I live in Salalah and often travel to Muscat for work and pleasure. You are the only airline that flies between Salalah and Muscat. There are several flights a day between the two cities and I thank you for that. It really is a great help to those of us living in the south.   
Last year I took 38 flights between Salalah and Muscat. I am a Silver Sindbad Member. I always book online, check in early, label my luggage, don’t complain, and am very polite to your sometimes incompetent staff.

Over the past three years I have flown Oman Air to Europe. The experience was always wonderful. The Air Bus planes are state of the art, there’s internet on board, my phone works, plenty of leg-room, great entertainment system, delicious food, and flights always arrive early. Oh, and the bathroom is even big enough to let you turn around in. I can actually sit down without my knees hitting the door. What a bonus!  I’m using Oman Air more and more to go abroad because compared to KLM, Lufthansa, British Airways, Swiss, my experience on Oman Air’s international flights has been much better.
There, I’ve gotten over the good part.

Now, I beg you to listen to me while I spew forth. I have been silent for years. When domestic Oman Air flights get on my nerves, I write letters to you on napkins on the plane. Then I throw the napkin out and tell myself to be patient because life is too short.
 Last February I wrote a three page letter to you when I flew in from Europe and waited patiently for my Salalah flight. After three hours of waiting at the gate, I was finally informed that the flight was ‘delayed’ (as if we didn’t know already?!). When the door to the gate opened, your poor passengers rushed to the bus … eager to just get on the flight. Unfortunately, the bus did not move for twenty five entire minutes. Yes, you read me correctly. Twenty five minutes. The doors were open. We exchanged desperate looks. We were hot and helpless.

By the time I got on the flight and settled down, I was beyond exhausted (remember, I had just flown in from Europe).  Within two minutes, the distressed looking cabin crew approached me to tell me to change seats because a woman at the back refused to sit next to a man. I begged them not to move me. The senior flight supervisor was brought over to convince me to move. In the end I had to. I was sent to the back of the plane and sandwiched between two women after I had originally selected a window seat. During that flight, I decided to vent by writing a letter to you. I never sent it.

Out of every four flights between Muscat and Salalah for me, at least one is delayed. Mr Pearce, this is not normal. It shouldn’t be acceptable.

As I type this now, I am sitting at (Gate 1) in Muscat Airport. You know, the ugly little gate on the ground floor where you send the Salalah passengers? That one. The one with the peeling metal seats that are designed to ruin people’s backs.

Well, my flight to Salalah was supposed to take off at 6:40. I have been at the airport since 3pm. After waiting in line at the Silver Sindbad queue for 25 minutes, someone finally paid attention to me. I smiled and said nothing. I want to be a good human.

At 6:00 I made my way to the gate like a good passenger and settled down to wait for the boarding call. 6:40 came and went, 7:40 came and went. Passengers started to get restless , children started crying, some people settled in for a nap. The Oman Air employee at the desk said ‘we will update you!’. Well, at 7:56 we finally got our first announcement:

 “Dear Passengers, we apologize for the delay. The new flight time is 8:30”.

That’s it. No explanation.  Despite the two hours delay and lack of professionalism and tact, I was thrilled to finally have a set time for departure.

It is now. 8:33. I am still at the gate.

The Oman air guys at the counter are chatting. Our flight has disappeared off the screen entirely. Some people are royally pissed off. No one has bothered to offer us an apology. People are lining up at the desk to beg for their boarding passes to go to the bathroom.

There are 17 Omani women on this flight. By the time they finally get us to the plane, it’s going to take at least ten minutes to re-shuffle passengers so every woman doesn’t have to sit next to a man. Where are your security measures? Why can’t your people just book women in to dedicated female rows? What’s so wrong with that?

By the time we take off and the food service comes around, you will toss a drink onto my table and a soggy sandwich. I will look up and ask for water but you will have already moved on to the second row. Never mind, I’ll think. I can survive without water.

 I will try to get the sandwich out of its box but the soggy dough will be glued to the side of the carton. It will take me two minutes to attempt to unpeel it without losing half the tasteless chicken mushroom sandwich. By the time I have successfully unpeeled it and taken my first bite, your crew will be back again to take my trash. It’s ok, the sandwich wasn’t edible anyway. Take my half-eaten soggy sandwich.

8:50 and I’m still at the gate. I remind you I’ve been here since 3:00. My back is aching. Someone else’s child has fallen asleep on my feet.

I am fantasizing about my flight. I booked a window seat. Once your staff remove my soggy sandwich I will pull out the inflight magazine, Wings of Oman. I am too tired to do work, so a little light reading is in order even if it’s full of grammar mistakes (hire an editor who speaks English, will ya?)

 I flip to the front page and there you are with your winning smile and confident pose. Wayne Peace, CEO of Oman Air. CEO of our national carrier.

You refer to Oman Air as one of the world’s leading luxury airlines. I agree. The WORLD’s leading luxury airlines. Unfortunately, Oman is not the WORLD. We are your trash. Your leftovers. Your ignorant citizens. The people you don’t give a shit about.

It’s 9:00 pm. I have been here for six hours, Mr. Pearce. Six hours. No explanation. No apology.

OH WAIT! There’s some action. An angry passenger is arguing with the Oman Air employee. He is now getting up on to a chair. He has called our attention. We all listen:

“Ladies and Gentlemen! I am an Omani citizen and I am a passenger on this flight! Listen up! We’re not taking off till after 10:00, you hear? TEN! Not an apology, not an explanation, no water, no food, nothing. I want you all to know that Oman Air doesn’t care about you. Doesn’t care about your babies or your sleeping children. Doesn’t care about even giving us an apology. All they care about is their money. Worthless fools Not even an explanation or an apology and this is our national carrier!!!”

A feeble cheer erupts form the crowd.

It’s 9:00.

An Oman Air employee comes to the middle of us and says ‘We’re offering you dinner upstairs. Come back here at 9:45”.

Thank you angry Omani passenger for getting us free dinner. However, I’m not interested.

If we come back to the gate at 9:45, I wouldn’t dream of taking off before 10:30.

No explanation, no apology.

People start to shuffle out slowly. Women with sleeping children remain. There are several angry passengers shouting at the employee. It’s not his fault. He’s taking the crap on behalf of top officials.

9:30.

Mr. Pearce, I am tired. If I’m lucky, we’ll land a midnight. If we’re extremely lucky, we’ll get an apology.

Rumor is going around our gate that your staff are on strike. At this moment, I don’t blame them. If your passengers are treated like this, I can’t imagine how your staff are treated.

What are you thinking?

This isn’t a first time incident. This has happened to me again…. And again….. and again, Mr. Pearce.

What have I done to you to deserve this kind of treatment? I’m a loyal passenger.

The ironic part is that when you board domestic Oman Air flights, the senior flight supervisor cheerfully tells us “Thank you for choosing Oman Air”. As if we have another choice? As a favour, could you ask your staff to stop saying that on domestic flights? It sounds ridiculous and you know that everyone makes fun of Oman Air for continuing to say that.

Mr. Peace, I’m tired of being treated like a worthless object.

Yours Truly from Gate 1

 
Dhofari Gucci 
 
Update: we finally took off at 10:45. I asked the cabin crew what happened and they said 'operations problems!'. I was indeed shuffled from my window seat because they totally screw up the seating for a woman with three young children. I was thrown next to a woman who was sick. She asked for a blanket. The crew promised her one. They never brought it. My sandwich was indeed soggy and glued to the side of the carton. The male Omani cabin crew member was being rude to a Filipino woman who refused to move (her right!). He told me 'That stupid Asian woman.. she should cooperate!'. I gave him my coldest look and told him she was tired and had every right to sit in the seat she chose. He said 'we're all tired!!!!'. I told him 'It's your job to be polite to passengers even if you're tired!'. He stormed away. THANK YOU FOR CHOOSING OMAN AIR!

119 comments:

  1. https://plus.google.com/100146646232137568790/posts/hKYmWDpFNow

    Nadia please do let us know if a response is received.

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  2. Amen Sister!

    OmanAir is a crappy Airline when it comes to domestic flights.

    Hope your letter reaches the CEO and he actually does something about it.

    D385

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  3. Dhofari.. u just nailed it..

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  4. You tell em! I have been through at least three scenarios like the one above. Like you, I write letters to Wayne Pearce in my head but never send them because I want to be a good citizen

    Dave

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    Replies
    1. He wouldn't have answered anyway. Who told Nadia he was a good listener? His fake PR team, we suppose

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  5. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir .. i hate OmanAir ..

    and OmanTel too .. shane they carry Oman name

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  6. LOVE it... Passenger from gate 1
    I was thinking I might buy a plane and launch an air line for Dhofaris ..I would call it Khareef air lines LOL...
    Allah Kareem

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  7. Good luck! I have been fobbed off by Wayne Pearce's minions for one year. I doubt he ever even read my two detailed complaints. One of them could have been yours. I have never flown to Salalah again after my last treatment by some contemptuous little kid at the Omanair check in - prefer to drive myself the whole 1,000kms than face that kind of stress and ritual humiliation. My other formal complaint was very serious indeed, involving major dishonesty by ground staff at Muscat airport - but not a word of apology. Well done for publicizing this and reflecting the experiences so many of us have to routinely endure

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  8. That sounds worse then air Canada domestic flights.

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  9. Let's make this viral!

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  10. Oh boy. I hope this goes viral as well.

    F.

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  11. Haha! Gucci you are on FIRE!

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  12. https://www.facebook.com/photo.php?fbid=466919690071062&set=a.113898865373148.19577.100002591063303&type=1&theater

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  13. Well written. lets hope we get some definitive action rather than a reply.

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  14. After reading this...and knowing that it's true. I would rather go to DOHA for the weekend on Air Qatar from Salalah than to Muscat.

    Just to avoid flying Oman Air and suffering such horrendeous disgusting treatment. Note to anyone who asks me to move seats ...don't live in the world if you don't like half the population.

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  15. Well written. Sincerely hope Oman Air will improve. In fact my friend also was in the same flight and had an harrowing experience. Passengers definitely deserve better treatment.

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  16. Wow DG. What a strong message. They should have competiton in this sector. too. Then they will know where they stand. competion makes things perfect.

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  17. I hope you sent it to his email!! This is totally unacceptable. I have also been treated badly by Oman Air. Like you say, an explanation and an apology will make things much better in case of delays. Yet they can't even manage that!!!!!!!

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  18. i my self suffered lot every month i too travel and its really worst airline
    1- closing check in counter 60 minutes b4 is really pisses off passenger
    2- food in flight: is really gone worst and they give rolling type round shape juice btl which rolls over goes out of u r plates
    broken pvc plates really OMAN AIR b come poor
    hopeless food test mushroom sandwich or chicken
    there are several good kind of fresh sandwiches are available its better to serve om late n khoobs ....

    3- sitting yes woman's area at least 10~15 seats should be fixed area shifting other passenger is really troubling and it is against the international rules
    -SRP, salalah

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  19. Fantastic email! Hope you get a response. I too have had issues with Oman Air and due to their incompetent way of dealing with my complaint, haven't flown with them for the past two years. I had a problem with them on the Cairo-Muscat route (filthy plane - I could write my name on the window there was so much dirt, rude staff, forced to pay extra to an Oman Air member of staff so they didn't bump us from an overbooked flight, and that's just the start) And despite complaining via email and following it up, all I received after four months was an email thanking me for my suggestions! I replied to that email a number of times and never got a response. I hope you are more successful.

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    1. I doubt it. Same old story time and time again. International flights can be pretty good, as DG says, if they are to a prestige destination - ie, Europe. Not so to the Arab World, India, even Thailand and Malaysia any more. The main problem is Omanisation, which destroys the service, on the ground in Muscat and beyond. What resentful and hateful employees! Always muttering disrespectfully about passengers in Arabic - as DG acknowledges - on the foolish assumption that Westerners don't understand

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    2. Omanis are working every hard. Who are you to speak about omanis. You are the people who ahead us in the higher positions with you really don't deserve it and stealing our country money and showing bad image of omanis. If omanis are bad why etihad airways offers a lot of jobs for omanis and see how the airline is good.

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  20. well it does not help that their crew have these public squabbles. http://helpjamiemacarasig.wordpress.com/

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    1. wow, did this Oman Air crew member have the police beat someone up and drug them? Is that what it's saying in the chat session? This is a HOAX right?

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    2. The girl had an abortion. They are both crew. I think the girl was cheating and had one of her lovers beaten up. Thats what their crew does I guess.

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    3. That is not what "their crew does". That is what someone has done. If you are going to make a blanketing statement then you would also think that what those two have done is typical of their respective races or genders as well. Which is wrong. Why this type of illegal statement has been posted about the girl and guy anyway, I am not sure. We have no idea if what has been posted is true or not and through this "blog" has become the truth just the same!

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    4. Illegal? Next we'll be hearing that such statements are against Islam... Still, agree that it is disappointing to find such gossip mongering on what appeared to be a worthwhile and serious thread

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    5. I find it relevant since it (helpjamiemacarasig blog) shows the type of people Oman Air has for crew. I can't believe they haven't asked the blog to be taken down, lies or not. It is quite a loose way how they regulate what goes on there. But for abortions to happen, now that is illegal.

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  21. Don't hold your breath. Wayne Pearce usually fobs off even the most pressing of complaints with a stock response from one Noor Al Harthy, self-styled 'Head' of 'Customer Relations' - who fobs you off with trite, plagiarised, platitudes and a complete inability to grasp the details of any situation whatsoever

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  22. maybe we got lucky but my gf and i flew to salalah for the first time over the recent holidays and both flights took off within 15 minutes of scheduled departure, we werent asked to move and the crew were great (i asked for a blanket and received it within 2 minutes) I also had to change our return flight to an earlier one (unfortunately, as we fell in love with saalah and will definitely be visiting again soon) with no issues or ridiculous fees.

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    Replies
    1. Yes, you did 'get lucky'

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    2. Thats simply their job .. nothing great on treating u right.

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  23. I like you never submit complaint letters but was forced to a few months ago and did get an immediate response.At least the complaint was acknowledged .LOL

    The CEO has no control over WY. He is dictated too by a particular minister who has no knowledge of how to run an airline.The same goes for a lot of top level Managers. NFI.

    WY will carry on providing sub- standard service,get rid of the dregs that are ruining the airline slowly and let the few professionals run the airline as it should be run and stop tying peoples hands ,mouths, dept budgets.

    STAFF ARE SCREAMING FOR CHANGES FROM TOP TO BOTTOM


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  24. Agree with all that DG says, but it also happens in international flights- just ask the people that were stuck in London for two days, put in hotels for 2 nights that were on the other side of the city (they went back to the airport once but were turned away when they got there).
    No-one once checked their names off on a checklist or checked that they had any special needs etc. It was snowing in London so it was force majeure but they way they were treated was no better than cattle.
    Again, not once was there an explanation, apology or update.
    They are talking about opening a budget airline, but on many legs, they already have one: except for the price.

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  25. nice one. hope you'll get your response for everybody's benefit.

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  26. YES YES YES YES YES AND YES!!
    I've suffered this scenario DOZENS of times on that flight to Salalah. Why on EARTH can't they figure out the women's seating issue??? it's sooooo simple! Dedicated seats for women only and the goddam planes would take off on time; no one would ask me to move from my seat (indeed; WHY should I?????)
    (and then my final question ... what happens to those women when they fly international? I can't imagine Lufthansa reseating them on the basis that they won't sit next to a man!!)

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    1. Very good question. Must be a huge shock for many to realise that they are NOT after all a favoured nation and that they do not actually fit in with the Civilized World outside their own self-created universe at all

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  27. Gucci you totally nailed it. Best letter ever! Let us know if you get a response!!

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  28. Thanks guys for all the comments! No response yet from Mr. Pearce or Customer Service or the Sindbad Customer Service :)

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  29. https://www.facebook.com/wayne.pearce.927?fref=ts

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  30. I am afraid Mr. Pearce is a toothless fairy. You should try the PDO flights - sometimes you don't even get a return flight and have to travel back to Muscat by bus on that frightfull Salalah road where people are dying in their dozens.
    Agree about the food and the lack of communication. Pretty poor show Mr. Pearch.

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  31. Well done Nadia - I assume you managed to get Mr "World Class" Pearce's email address as when I called and asked Customer Service for it to complain about them denying boarding to a child in London because of an Omanair screw-up they put the phone down on me several times. Don't bother with Sindbad Customer Service - you might as well talk or email to yourself. Just imagine how bad it will be when they start a "budget airline".

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  32. Why is my Salalah flight late?

    Arrive at the airport and walk past the x-ray machine at the main door.
    Get called back by the ROP.
    Make a face, ask why, then go back and go to the front of the queue that has formed. Make another face when sent to the back.

    Proceed to the check-desk and don't bother with the queue. Why should you? You are special.
    Get told by the staff to get back into line and wait your turn.
    Don't like this very much, so make another face and have an exchange of words and wave your hands around.
    Go half way back in the queue and try to squeeze in between two Pakistanis who are far less important that you and who are too scared to confront your selfish ass.

    Get to the desk and put your bags on the scales. Stand there "on hold" until asked for your ticket. Pat your dishdasha and turn around to look for your missus who is now taking the heels off of everyone in the queue with her baggage cart.
    Wait while she gets off the phone, and rummages through her hand-bag. Retrieve your ticket.
    Do the same again when asked for your residence card.

    Shrug your shoulders and have a meltdown when told that you have too much baggage. Click your fingers and ask to see the supervisor. Does he know who you are? Maybe he knows your cousin. Wear him down until you get your way.
    Keep checking your phone all through this process and ask "What?" when told stuff and have to be told again.

    Get to the security checkpoint and do the passport and ID search again with your missus. Drop your boarding pass on the ground. Pick it up using while managing to invade the personal space of at least three other passengers. Do not apologize: remember - you are special.

    Walk through the security gate with your phone in your hand and your keys in your dishdasha.
    Turn around and collide with your missus and almost knock over the Indian behind her.
    Put your stuff in the box and go through.

    Repeat process twice more for your missus who has too much jewellry to take off.
    Send her to "the booth" for a body search.
    Block the exit from the machine while this is done.

    Go to the café in Departures and get a coke and a sandwich. Surf the internet on your phone and call your friends. Walk away from your missus and get absorbed in your conversation.

    Hear the announcement for boarding. You are special. This is not for you. Keep chatting with Ahmed.
    Wait until the guy with the walkie-talkie comes and asks if you want to go to Muscat. Give him the "fingers of patience" sign and walk to the queue at the gate.

    Realise that your missus is still eating at the café. Push out of the queue and go and get her, then try to get back the place you lost in the queue.

    Go out to the main exit to the aircraft and fumble for your boarding pass again, before you get to walk out.
    Stop half way across the apron and take a call.
    Glare at the suitcase rolling guy behind you who happened to slam into the back of you. Does he not know how special you are?

    Fight your way up the steps to the aircraft.
    Look at your boarding pass like you have never seen one before in your life.
    Ignore the cabin crew's directions to where your seat is, but make sure you get a good look at everywhere except her face. "Moroccan girls hot. They hot, you know!"

    Walk all the way down to the rear bulk and again, look like you just dropped out of the clouds.
    Push your way back about three rows and just sit there.

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    Replies
    1. Right. That wasn't a racist rant at all, was it? Thanks for letting us know how special YOU must think you are.

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    2. How racist? And is that relevant in a country where the everyday hierarchy is based on race? This accurately portrays exactly the stereotype behaviour which all of us who fly from Salalah recognise instantly - gagged from complaining as we are not ourselves 'citizens' and thus well down the pecking order.

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  33. Call Ahmed.

    Argue with the Indian who's seat number matches what is on his boarding card.
    Look at him like he's a piece of dirt and do the same with the cabin crew who ask you to move. Nobody knows how important you are. What a crap airline!

    Sit in your allocated seat and call Ahmed again.

    Repeat this for at least half of all passengers on-board.
    It is a two way street. Learn how to travel on planes. Accept that delays are out of Wayne Pearce, the pilots, the cabin crew and the ground operator's hands.

    The majority of Oman Air flights leave on time and arrive on time.
    If you don't like, fly with someone else. If you have no option, then suck it up and get the bus!

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    1. I have flown Oman air all over the world (at least where they go), they don't leave on time, nor do they arrive on time or leave on time anywhere else.

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    2. Ahmed, of course Wayne Pearce, Oman Air etc are responsible for Oman Air taking off on time. Oman Air is also responsible for keeping passengers up to date if there are going to be delays. They don't because there customer service is very poor.

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    3. the amount of rudeness, snobbery and racism in this one is high. i don't think even Wayne PEarce is as rude and ignorant as the person who wrote this post.

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    4. I love how when cornered, the race card is always played over here.

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    5. I agree that some of the rant written above is true .. but when you are forced to travel by one Air transportation agency and a flight delay occurs, a simple explanation / announcement is required. Imagine being at the flight, stuck at the boarding area with no explanation for more than 6 hours then suggest "sucking it up and traveling by bus"!

      D385

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  34. I guess this is my new favorite blog!

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  35. I don't doubt that Wayne Pearce will be aware of your post. Your blog is extremely well known in Oman and Oman Air's marketing & PR people will certainly get to learn of it. Whether or not you get any reply is a different matter! Totally agree with everything you say, and also amused by Anon's above post about why flights are *really* late!! We all know about those 'don't you know who I am? self-important passengers!' - It is a shame though that more of you don't complain. There are obviously a lot of people who feel this way so why not make your thoughts known?? Nothing will change if people don't take action. A few isolated complaints wont change a thing - but a surge of complaints can't be so easily ignored! Also, how about putting a link to this post on the Oman Air facebook page? This is the kind of thing that could be very embarrassing for them. Let's see what (if anything) they respond with.
    Not sure what's going on at Oman Air but there have been a couple of odd incidents of late - with 2 bomb threats on flights between Muscat - Kuala Lumpur in the last week or so, causing huge disruption. Obviously these aren't the fault of the airline, but it does make you wonder if someone holds a grudge against them?

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    1. or Oman air is lying to cover up their shitty service lol

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  36. Must say- well written DG. Agree with the sandwiches and drinks part, however my worry is safety--how safe is to travel by Oman air ?. With the recent window coming off the cockpit and poor maintenance regime, i am getting overly concern with the safety of these planes. OA operate like buses left right and center and with constant issues of staff going on in strikes, wonder who is looking at maintenance of these air-crafts. I travel quite frequently from muscat-salalah- muscat and can share anecdotes of some anxious moments whilst landing in salalah, wonder who is in the cockpit. Its time to pull up your socks OA, you need not give us the charity sandwiches- at-least look after your airlines safety parameters, cleanliness, on time departures.

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  37. Hi Nadia, my name is Shane Taylor from the UK. I read your post with great interest. I agree with everything you say about Oman Air. I fear you will not receive a reply from the CEO. I doubt he will even read it. In the UK he worked for a company I know called Gold Medal Travel who were bought by Thomas Cook. He is the reason I think to why the on board service and customer service is not good at Oman Air. I will not fly Oman Air internationally anymore, but as you say there is no choice when you want to fly Muscat - Salalah and Salalah - Muscat. This stops me coming on holiday to Oman as often as I used to. It is my favourite country to visit on holiday, but because of bad service from Oman Air I am reluctant to fly there. I can see no improvement happening now or in the future. Good luck with getting a response from Wayne Pearce or Oman Air. I will check back on your blog from time to time to see if you do.

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  38. Here's Wayne Pearce for you, guys.

    Arrogant dismissive jackassery will be the attitude until some other company (let's conjure up a name: FlyOman) gets assigned to some Omani domestic flights and runs the business with more decency. Happened to the arrogance of Omantel when Nawras came into the picture, will happen to Omanair too in similar circumstances. One of the benefits of competition. Then you will see them kowtowing to you, the company, the personnel, the flight attendants - and this anonymous punk up here will have the decency to keep his suckhole shut.

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  39. Your letter of complaint is so familiar in so many ways - my husband was at one time Oman Air's 2nd most frequent flyer, he went through all you described again and again. Then when he finally decided to use his accumulated air miles (which took us forever to do, because non of the Oman Air ground staff knew what to do??!!), anyways...he used half of them and then they cancelled his privileged miles card because they said he didn't have enough miles anymore to have one??!! How stupid! He complained heavily that no other airline cancels a card after miles have been used. My last trip with Oman Air was to Paris, the plane was fine but for some reason the Cabin crew serving my section decided to give everyone a meal/drinks...etc but avoided me. When I finally questioned and complained, she has the stupid audacity to look me in the face and tell me "but you were sleeping so I left you" - "I'm not sleeping darling, I'm wide awake and talking to you and buzzing for you since the last half hour??!!

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  40. Very Well expressed!! I was not sure if I should laugh on your sarcasm, comprehend to your comments as I have gone through the same MANY times or feel sorry for you..... Awesome read & I really hope the CEO is reading you!! :-)

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  41. Your analogy is flawed- when Nawras came along phones/internet became 'less' shit. Compare telecomms in the developed world where proper competition exists and you will see that there are high quality and cheaper options.
    Here it is just two different shades of shit. A budget airline would be scary to consider when I know of WY staff who wont even fly their own airline.

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  42. Yup.

    I had a complaint with Oman Air two years ago and am still waiting for a reply.

    Worst. Airline. Ever!

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  43. quiet agreeing to wat everyone here has commented but this is my personal experience of which every word is true.one of the engines stopped midair on my flight from muscat to salalah by Allahs grace we had just taken off so slowly the flight landed back and then waited for the whole day till things were wrapped up.this also happened when a collegue of mine travelled the same route.have u heard about it see how omar air kept the newso hush hush.nothing better can be expected but just the safety of everyone travelling with omanair is in jeopardy

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    Replies
    1. Keeping it hush hush? What do you want them to do? How about making it front page news just for you? All manner of things happen at EVERY airline. Did they tell you about the flight struck by lightning on it's way to Europe? They didn't? Well it will sit on the ground in Europe until everything has been checked. That procedure will mess up schedules all over OA network. Now you know. They just recovered the schedule after the first threat and now it has happened again.

      Delete
  44. Maybe all is true, but I wouldn't blame him for the state of the airport or the gate where passengers wait.

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  45. Please note that I WILL NOT be publishing any comments insulting Mr. Pearce or attacking his personal life. This post is concerned only with his work at Oman Air.

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  46. Good call Nadia- we don't need to see that!!

    To the anonymous before Nadia- as CEO he is ultimately responsible for every facet of Oman Air's operations, regardless of the scale.

    ReplyDelete
    Replies
    1. His hands are truly tied. Only the board can release funding or change policy.

      Delete
  47. You go girlfriend! Fab letter... Let's hope it helps change some attitudes! PS I'm backkkk!! :)

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  48. Hi Nadia,

    Thanks for taking the time to write your blog.

    We understand that you've opened a customer service request with our team, based on your comments above. If you want to each us directly on another matter, you can by emailing us @ social.media@omanair.com.

    Thanks!

    Social Media Team @ Oman Air.

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  49. Thanks for providing your social media email address. I did send a complaint to customer service. Your email for social media should also be available in the 'Contact Us' section of the Oman Air website.

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  50. Gucci - you are my favourite Omani blogger. Well done!

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  51. Nadia - as horrible as your experience may have been, your letter to Wayne Pearce was thoroughly entertaining. You're such a good writer. Truly. Please keep blogging

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  52. nadia,well done.at least,you showed courage in expressing your displeasure about oman air domestic flights between muscat & salalah.i was in salalah for 4 years & used to travel atleast 6 times/year & on most occasions,i have had similar experience to yours.i wrote 3 letters to this effect way back in 2002 & 2003 & am still waiting for a reply despite giving my contact details & email id.so,you know,that they would not care less.as regards domestic flights,oman air has the monopoly & this is what happens when you have monopoly.the same happened in india when indian airlines had the monopoly but once they opened the skies to private carriers,things dramatically changed.it's time that they do the same in oman.
    narayan
    anonymous distressed traveller

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  53. nadia,well done.at least,you showed courage in expressing your displeasure about oman air domestic flights between muscat & salalah.i was in salalah for 4 years & used to travel atleast 6 times/year & on most occasions,i have had similar experience to yours.i wrote 3 letters to this effect way back in 2002 & 2003 & am still waiting for a reply despite giving my contact details & email id.so,you know,that they would not care less.as regards domestic flights,oman air has the monopoly & this is what happens when you have monopoly.the same happened in india when indian airlines had the monopoly but once they opened the skies to private carriers,things dramatically changed.it's time that they do the same in oman.
    narayan
    anonymous distressed traveller

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  54. nadia,well done.at least,you showed courage in expressing your displeasure about oman air domestic flights between muscat & salalah.i was in salalah for 4 years & used to travel atleast 6 times/year & on most occasions,i have had similar experience to yours.i wrote 3 letters to this effect way back in 2002 & 2003 & am still waiting for a reply despite giving my contact details & email id.so,you know,that they would not care less.as regards domestic flights,oman air has the monopoly & this is what happens when you have monopoly.the same happened in india when indian airlines had the monopoly but once they opened the skies to private carriers,things dramatically changed.it's time that they do the same in oman.
    narayan
    anonymous distressed traveller

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  55. Hi Nadia,

    Thanks for taking the time to write your blog.

    We understand that you've opened a customer service request with our team, based on your comments above. If you want to each us directly on another matter, you can by emailing us @ social.media@omanair.com.

    Laughed so hard when I read the above reply from Oman Air. This is the only answer that Oman Air have, the only response to complaints. It proves that Oman Airs customer service are unable or do not want to respond to their customer complaints. This shows that Oman Air do not care what peole have to say as they are a very arrogant company.I love visiting Oman for holidays and will visit again sometime, but will fly Oman Air ever again. This May I used Emirates to fly to Muscat. A much more professional airline.

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  56. They should fire the crew that had an abortion if they are still there. very bad taste.

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  57. Oman Air have the most arrogant attitude of any airline I have ever encountered - and my list is long. The only ones ever to rival them were Saudi Airlines way back. Maybe they used them as a model? Despicable treatment of their customers, outright rudeness, blatant condescension. All to hide the fact that they are actually completely useless

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  58. We had an incident with Oman Air and one of their special offers - four nights in the Maldives. Our luggage arrived on the fourth night!
    My wife's persistence about compensation finally paid off and after six months we received a weekend for 2 at Al Nada resort. Nada in some foreign languages means 'No." It's what we should have said to their offer.
    But, at least they did come around, and my wife taught me a valuable lesson - she wrote to them, called them, and rang them when they didn't return the promised calls, and NEVER lost her cool. Not once.
    Oh, BTW, Our luggage went to Bangalore.....

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  59. Let me just add on to your frustration by indicating that Mr Pearce would be receiving about 15K only in allowances let alone the basic and others.. I believe just like Apple did the top management's major pay should be performance based. Then hopefully they would bother to pay more attention to customer satisfaction.

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  60. Oman Air...I don't think they're serious with what they do. I try to avoid it as much as I can, Im travelling to Europe after Eid and OmanAir is not my choice, rude staff, shitty service etc. My incidents go from

    -I was on business class and imagine the cooling system doens't work...too hot
    -I was served with frozen meal, the outer was heated and inside (rice) frozen
    -Rude staff, you ask for assistance they never comeback or even put some effort for that fake smile
    -I made a booking online travelling from India, I reached at the airport on time and only to realise they can not trace my name and the seat that I booked was given away. From nowhere someone cameback later saying they found my name and was put at the end close to the toilets
    -I have been to Salalah flight with 10hrs almost caught at the airport, please check your record on 3/2/2013. We were not given a proper explanation for that delay. I should have catch the flight from Salalah @21:40pm but it was till 6:00 next mornign we managed to leave.

    -Pls comeup with better menus, the food served is awful. Those sandwiches are tasteless too.

    I had love to contribute to the growth of this national carier but with each time some new incident, I just feel OmanAir is simply big disappointment of this Country.

    ReplyDelete
    Replies
    1. You are right. They showed such promise just a few years ago but - with the staff they have to use and the contempt they show for their customer base - there is no hope really. Such a shame for Oman

      Delete
  61. My question is with all this poor service, which body is issuing all these awards.....Im just doubting too if they know what they are suppose to do.

    OmanAir has no class, even flydubai they're efficient.

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  62. During the Eid rush last year, I was actually yelled at by two separate male check-in operatives. They then proceeded to make insulting, base, remarks about me in Arabic - on the erroneous assumption I could not understand. It was utterly humiliating and ruined our holiday completely. This on top of all their overbookings. I took their names and sent in a complaint. You guessed it - only the standard response, as above, and no follow up. Oman Air staff hate their passengers

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  63. Haha, sounds like the flight from "hell".
    I had a similar experience in Dubai. Booked a short flight to Istanbul for the weekend on Pegasus airlines. We waited on the plane for three hours while they said they were changing a tire. Eventually had to get off the plane and leave the next day. I remember my husband woke up in the night one the plane and asked, "Are we there?". I had to laugh and say, "We haven't even left."

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  64. Well written. I hope this goes viral. You'd think that the experience would be better considering their high prices. Unfortunately, it's not.

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  65. Sounds like every one experience with Oman Air. To be honest, this is not the only industry where we suffer on customer service. Each and every other Industry in the Sultanate has some major clash on customer and service give. Be it electricity support where you have to pay a fee for the companies mistakes, make a trip to the bank cause your application papers can not be found or even spend hours in a que only to find out the service you require is not available "that specific" day.
    I wish Customers in Oman react as you bravely did but on the other hand, which other service are you going to chose, probably none or some which is even worse than you are experiencing.

    Saud

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  66. Mr wayne the ceo wont do you any good.everybody know his a puppet on a string who is calling all.shots is the chairman of the board

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  67. شر البلية ما يضحك
    للأسف في اﻵونة الأخير نسمع القصص الكثيرة و وقائع كلها لا تصب في صالح الطيران
    الموظفين مستائون العملاء في حالة نرفزة و احباط ولكن لا ادري لماذا لا نسمع صوتا للمسؤولين من الطيران العماني ؟؟
    يبدو لي اننا لا نرى و لا نسمع الا قمة صخرة الجليد العائمة
    وما خفي أعظم

    الحل يكمن في ايجاد منافسة على غرار عمانتل ووالنورس

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  68. Monopoly ruins our life, I hope other airlines open routes from Muscat to Salalah just to increase competition. Come on Emirates, Etihad, Fly Dubai, and Arabiya.

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  69. I had similar experiece few years back where I had to wait at the departure gate in Dubai Air Port. Since then I made sure not to fly Oman Air again.
    I would not consider Oman Air even if they pay me to do so.

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  70. Excellent letter, only today I was thinking about customers' service in Oman and how it deteriorated over the years. I have no clue what are the reasons, but can give many examples.

    As for Oman Air, indeed, many issues with delays but look at other services, like the call centre of Bank Muscat, try loosing a credit card and calling them to cancel it, or gontontheir branch to get a replacement for an Internet pass word; you have to write a letter and they tell you that you should get a response in 4 working days - it has now been ten working days and no answer. Other banks are just the same, NBO for example works on a different time scale, for example you're one working day, is equivalent to a month working days, so for anything that ideally should take two days to complete, NBO will reply you after two months - simple.... Do you have a choice? I refer to Bank Muscat as the best of the worst.

    What about telecommunication? Omantel? Or Nawras? Both are miserable experiences.

    Gov't wow, just forget it..... Nothing moves there.

    So, again, what are the reasons for such lousy customer care?

    Today I called a salesman at 1pm, he sounded busy, I apologized and ask him to call me back when he is free, he promised to call back in ten minutes, this is a business call - imagine...... By 4 pm, I sent him a message asking him if he is ever going to call back, eventually he did and not linking that I am the same person that called him some three hours ago, and roodley asking me what I wanted!!!!

    So, again, where is customer service going?

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  71. Oman Air have been privileged and favoured by the authorities, and they will not change. For them Salalah sector is a guaranteed market no competitions. What on earth would force them to respect your basic customer rights.

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  72. The last Omani CEO told the board, if you want a world class airline that provides a great service then treat your staff like world class employees. They did for a while but the board changed and the new board has the do what I say or you're fired mentality. They treat the staff like crap, the staff are frustrated and it does reflect on the service. It's not the CEO he's powerless it's the board and it's power mad members

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  73. Salalah people I think u should build your own airline "royal Salalah" where u can row half women on the left seat and the other half is all men. And u eat biryani with vimto eat all u can for only 1hr flights with red carpet and limousine..

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  74. If you want the truth
    Oman air management don't knew how to deal with there staff how they will deal with passengers??

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  75. Am an oman air staff. N they treat us worse than shit. But when it comes to travel. I neva choose shitty oman air

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  76. This is called OMANIZATION...pushing a developing nation too fast so they can buy new cars and die or kill others in them. Omanization is too fast, as Omans have just learnt to read and write, barely. Am not talking about the ONE PERCENT who live in Muscat from wealthy families who are uber educated. Am talking about the other 99 percent of the country.

    You expect these people to run businesses and fly planes hahahahaha....no chance.

    Bring back the Western EXPATS and give it another 20 years.

    Move out the Indians...who lie and cheat and lie and cheat and lie and cheat and lie and cheat.

    The Brits set up Oman perfectly...Omani's will let it crumble into pieces.

    Like Africanization, Omanization has been hailed as a solution. For what though ? Lazy, barely educated, unmotivated, boys....

    You don't immigrate to the West because life is hard here. You have to work, and work and work. And you can't fire people when you don't like cold tea, or your offended..etc...

    The real world Oman isn't.

    It is sad ..I wish that Omani's saw the real truth. Omani teachers teaching English hahahahahahaha.....

    omg...lost cause.

    ReplyDelete
    Replies
    1. Excuse me. Get your facts right before mentioning anything about Omanis education and qualifications.. It's not funny you r talking about a whole population here. Whatever DG and other passengers have experienced is not directly linked to all Omanis. Stop generalizing, and you r the one who needs to be educated.

      Delete
    2. And bad services must be directly reported. There is a complaint department at the airport which almost no one knows about. There the passengers must complain and believe it or not they r given compensations. The problem is, we all tend to deal with what's in front of us.. Like fighting with the flight attendants and employees.. But there's no official complaint so everyone assumes that "everything is ok" because officially, everything is. My advice to all is; START COMPLAINING.. However, it would also be great to compliment the airlines for their good services (when offered).. Don't be passive, be active.

      Delete
  77. I havent flown in Oman Air but i have heard they have good planes ...
    Anyway i dont know why they dont improve their services although they have received many letters .....

    I hope they focus in their services and reduce
    their rates to be reasonable and affordable for every passenger !

    All best for Oman Air ................

    ReplyDelete
  78. I agree with the comment about Omanization. What the person who commented 'Get your facts right before mentioning anything about Omanis education and qualifications’ should realise. Is the Omani's on board Oman Air flights, and who work in the office at Muscat, represent Oman. If they give bad service, which they do often, as is commented by many people on Oman Air facebook page. The opinion of Oman and Omani people will be negative. I have been visiting Oman for many years and have been to many different places in Oman. I love visiting Oman and have made Omani friends. I have been invited to their house to have dinner and meet their families and was honoured to do this, but as was commented I to do believe OMANIZATION is being pushed too fast. Gaining experience takes many years. Oman Air should have kept their experienced staff and used them to teach new recruits, Omani or others. Unfortunately Oman Air chose to sack these people after social unrest and protest and replace them with inexperienced Omani staff. This resulted in bad service. I will always visit Oman for holidays, but will never fly Oman Air internationally again.

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  79. Hey, what happen to the letter? Have you got any reply from Oman Air? I didn't see any post on your blog.

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  80. The one who mention Omanization just take a look at Oman air staff mostly Indians and Filipinos. What the heck ? These people are invading each corner of the world even in Oman. STOP Recruiting them!

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  81. Hi Nadia,
    have read your letter and all other posts and seems that the Oman air doesn't care about its customer at all. One of their staff made a big trouble for me in the airport and rejected me without any valid reasons. I followed it up lot of times, sent lots of emails to customer service and... But no any response. it was my last trip with this airline. I just wondering if you get any feedback from them yet?
    thanks.
    Maryam

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  82. Right on Dhofari Gucci! And thank you, thank you.....maybe some day, inshallah, our national carrier will not only listen but also heed our call.

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  83. Let us add further fuel to the fire.
    My wife, who is Omani, applied for a job at Oman Air. After two interviews, she was told, unofficially, that she had the position; however, after many weeks of hassling Oman Air for an update, she has been told that she may not have the job! Why can't a decision be made here in Oman. Why is there no clarity? Why is there such a low level of professionalism that appears to be endemic throughout EVERY industry in the country?
    What hope is there for well educated, well qualified Omanis? Omanisation is a bit of a joke, which is further compounded by the ongoing scandals and corruption in the news.
    It appears that the only way forward here in Oman, it you're serious about staying, is to own your own business.
    Beyond that...what hope is there?
    My wife is still looking for a job by the way. So if there is anyone reading in Muscat who knows anything...well, one can only hope.

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  84. I truly enjoyed reading every single word in this letter! Thaaank you for opening up on this issue! I can't help but agree with the comments above; racist and inconsiderate crew members. My family had a terrible experience travelling to Africa a couple of months ago. No food served, poor treatment and verrrry racist crew members!

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  85. Oman Air needs to stop appointing expat CEOs. It's our national carrier, FOR HEAVENS SAKE!

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  86. Good idea. Your candidate is?

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  87. I used to worked with Wayne P in Qantas.back in 1978.... whilist on a trip to Hongkong on CX, 30 years ago, I wrote a letter like yours to the CX CEO complaining about certain aspect of service . Th letter resulted in a job offer... but that is another story....

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  88. Hi Nadia - It's been more than a year since you wrote to Mr. Pearce. Could you please update your readers? Did you ever hear from him? Has the Muscat–Salalah service improved at all? Thanks!

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    Replies
    1. You wanna know why Service in OmanAir, and other govt. service sectors across the ultanate is SHit. The answer is Omanisation. The "O" factor is problem. When neighboring GCC countries started policies of localisation and oman tried to copy that with Omanisation, the govt missed out an essential element. Education. Instead uneducated, unlearned and pathetic omanis were pumped in to the govt. service sectors to replace the foreign workers. With low wages, shit education what did we expect. Come a few hundred kms over to the UAE. There is also Emiratisation but the results are different. The service is miles apart from oman. Young, educated and motivated emirati men and women provide high quality service. Just bcoz u are emirati doesnt mean you will get a job, you ACTUALLY have to be educated to university level to get the good jobs. Whereas i have experienced such dumb, uneducated and bedouin type of omani youths in important service positions I am dumbfounded. How on earth did they get hired ? They dont know how to speak english properly, they havent heard of manners. I was driving down to muscat in my bentley, and was pulled over by ROP for no reason. Out of the police car come 2 omani youths hardly in their early 20s. They ask for my emirati ID card ??? What has my ID card got to do with you. i ask them why they stopped me. Do you want to take a guess, common ? They thought i had stolen the car. Fuc#*@$ pieces of shit. The younger police man actually had the nerve to ask me where I got the money to buy the car. There were at least a few dozen curse words on the tip of my tongue waiting to be let out. I resisted the urge to reply to the petty mind of the police officer. Instead i asked him what he drove, to which he replied hyundai and I responded by asking him where did he get the money to buy his car ? And then the locals get jealous because we earn higher wages here, yakhi get some education and go to some institute where they teach you manners and some ettiquettes. Then talk.

      Delete
  89. Welcome to the middle east.....maybe you should try El Al

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  90. You are out of your mind if you really think the emiratisation has a different better result, I have worked and still work in the UAE as an airline ground agent for the past five years, I will not go as far as cuss at the Emiratis (as you have us Omanis in your disgusting racist post - yes racist) but I know for a fact there are more educated Omanis than Emiratis, the education standards are higher for fuck's sake that's a fact, we have graduate managers and pilots coming in from Oman as a priority, mostly to make it seem like the airline highers locals, the problem with Oman is that there are over 500 people fight for one position but the person with "waste" (bribery) gets a piece of the cake always. I for one have never been to college or University and have never lived outside the GCC, I am the typical Bedouin you'd judge stereo typically, do I sound ill mannered and stupid? Here is some though - go do some research before running your mouth off with piss for words mr "Bentley" high almighty.

    Aiman Al-Balushi

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  91. Yes I had a very similar experience with flight from London to Kuala Lumpur via Muscat. Of 4 flights, 3 were delayed on the runway with no explanation, one for 2hours, one for 1.5hours, and one for 45mins. No aircon until the engines are started. Starting to overheat and get very claustrophobic. All in all arrived at destination 11 hours late (9hr delays at Muscat with no apology or explanation) They also lost my luggage for 2 days, and my friend's luggage for 3 weeks. I complained to airline, but no reply and no acknowledgement almost a month on. Will be lodging a complaint to airline authority to pursue compensation...wish me luck!!
    James.

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  92. Yes I had a very similar experience with flight from London to Kuala Lumpur via Muscat. Of 4 flights, 3 were delayed on the runway with no explanation, one for 2hours, one for 1.5hours, and one for 45mins. No aircon until the engines are started. Starting to overheat and get very claustrophobic. All in all arrived at destination 11 hours late (9hr delays at Muscat with no apology or explanation) They also lost my luggage for 2 days, and my friend's luggage for 3 weeks. I complained to airline, but no reply and no acknowledgement almost a month on. Will be lodging a complaint to airline authority to pursue compensation...wish me luck!!
    James.

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  93. International flights seem to be going the same way...

    Scheduled departure Sunday 31st July 20:50 (flight 102) with connecting flight Scheduled Monday 1st August 08:50 (flight 823).
    This was by far the most stressful and traumatic flying experience I ever had in my life. Arrival time at final destination was over 11 hours later than scheduled and baggage was delivered 64 hours after scheduled time. The flight departed on Sunday at 11pm (1.5hours after scheduled departure time), and arrived on Tuesday at 7:30am, with baggage delivered on Thursday at 12:30pm!
    There were unexplained delays at every step of the way. At London a delay of 1.5hr on the aircraft, at Muscat a delay of 7 hours, later increased to 9 hours, and even then extended by an additional 45mins before take-off, all this contributed to us arriving to our destination over 11 hours later than expected! And further to this, baggage arrived 2 DAYS LATER, despite repeated requests for information about my baggage at Muscat and being told 3 times by staff that it will definitely arrive on time at Kuala Lumpur.
    Staff were consistently passive and unreliable, and even divisive, telling me lies to appease me and keep me moving from one place to the next. For example, at check-in at London, when I noticed that my baggage was tagged with Muscat, not KL, I was told that it would be confirmed at the gate that my baggage destination was changed. Arriving at the gate and staff had no way to check this. Clearly it was just to shirk responsibility for the problem and keep me moving on. Looking for further assistance at Heathrow, there was nobody at the helpdesk, only a newspaper on the desk and a phone number to ring for assistance. This number turned out to be the number for another airline! At the gate, when explaining the trouble the delays would cause for my trip, I was told that in most cases, delayed passengers would be put on an earlier flight. Arriving at Muscat it was clear that there were no earlier flights at all. Only one flight to KL per day. Another lie told to shirk responsibility and keep passengers moving through. At Muscat I even had to wait, fuming, while staff joked around together at the transfer desk poking each other and laughing. I had the distinct feeling that delays were so common that they were past even caring for the tired and stressed passengers.
    At Muscat we were allowed to sleep in a hotel. But the wait for the visa, and the taxi itself and delays at check in, meant that I only had time for a quick shower, 1.5hr sleep and a rushed meal before being herded back to the airport in a minibus, only to discover that the delays had increased and there were 4 more hours to wait at the airport, which in fact turned out to be almost 5 hours!! Utterly ridiculous, considering we could have just stayed longer in the hotel. Flights were uncomfortable and hot. There was no aircon before engines are started, so the high temperatures, combined with the take-off delays meant sweating and dehydration, and extreme discomfort for passengers. And then inadequate and non-adjustable aircon after the engines are started, meant that I was unable to sleep during the journey. Poor service on flight, with service staff repeatedly ignoring calls for assistance. At one point moving to the back of the plane to demand assistance after my second set of headphones didn’t work, and after pressing the call button 3 times to no avail, only to find all the staff chatting and joking around at the back. Shocking behavior.
    All in all, I arrived home feeling like an absolute train wreck. Never before have I felt so exhausted. I felt like a mistreated animal, like a sheep herded from one place to the next with no explanation of what is going on. It was no wonder other passengers around were furiously angry and shouting, even women crying after missing transfers. It was a horrible experience to say the least and in the week following I have experienced severe jetlag, much worse than usual. Clearly due to extreme tiredness and dehydration from this traumatic journey.

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