I would like to give some feedback and thanks with respect to the support of Alshamel when my family and I were a few of the many stranded in Europe due to the volcanic eruption and subsequent closure of air space due to volcanic ash.
I had the opportunity to experience both extremes as two of my colleagues were traveling on company tickets where as I had taken leave and booked my own ticket to join them. Contacting Alshamel was straight-forward both calling the Qatar office and the emergency UK number. They were totally on top of the situation, knew the details of everyone’s schedule and were clearly discussing many options with Qatar Airways and would put themselves into our shoes as a family with a six year old when thinking and discussing the options.
Trying to contact Qatar Airways or BMI direct with respect to my situation was near to impossible, I spent over an hour in the phone queue many time to try and get any response and the one occasion where I did get someone to speak to they immediately put me on hold and never came back until I put the phone down 40 minutes later very frustrated at not getting anyone to talk to. Rebooking on the internet was just as challenging with the system clearly overloaded.
Once Alshamel was on the case, they were proactive in getting in touch with updates, followed up on everything promised, volunteered to help sort out my travel so we could travel as a family without me even asking, responded to emails promptly and made us feel like they were only looking after us even though I know they had many others to deal with. When airspace re-opened they found the first flights back making sure there was good time for all connections to deal with the risks of delay, they phoned me at every airport to inform me about the status of the subsequent flights and to make sure everything was okay.
It really was outstanding and exceptional support. Ultimately on the business side – I returned to Doha and the office Thursday morning, 6 days later than planned however at least 4 days quicker than my colleagues and with far less stress and have been singing Alshamel praises ever since. Please pass on my thanks to all at Alshamel for the support and for setting the standard for world class support.
Best regards
COO
Energy Services Company