Dubai: Badr Mohammed Al-Meer, the Group Chief Executive Officer of Qatar Airways, addressed passengers with a heartfelt message revealing how the airline faced an extraordinary operational crisis beginning on June 23.
This crisis began when Qatari airspace was unexpectedly closed, compelling Qatar Airways to suspend all its global operations immediately. The closure was soon followed by similar airspace restrictions in Bahrain, the UAE, and Kuwait, significantly disrupting operations at Hamad International Airport, one of the world’s busiest air hubs.
Describing the gravity of the event, the Qatar Airways CEO stated:
“This week brought an operational crisis few airlines will ever encounter, and one that challenged the very core of what it means to run a global airline.”
At 6:00 p.m. local time, around 100 Qatar Airways aircraft were either mid-flight, on approach, or preparing to depart Doha. This was the moment when a missile attack originating from Iran targeted the Al Udeid Air Base, prompting the activation of air defense systems and a rapid response by Qatar’s Armed Forces to safeguard the nation.
The CEO explained that more than 90 Qatar Airways flights, carrying over 20,000 passengers en route to Doha, had to divert immediately. These flights were rerouted to destinations across Saudi Arabia, Turkey, India, Oman, the UAE, and several major airports in Europe and Asia.
‘Most severe, complex challenge’
Inside Hamad International Airport, more than 10,000 passengers were stranded amid what the CEO described as “one of the most severe and complex operational challenges in modern aviation history.” Many aircraft were grounded or delayed due to local curfews and legal limits on crew duty hours.
Despite the scale of disruption, which impacted over 151 flights, the airline’s priority was clear: “to care for our passengers impacted by the unprecedented situation that continued to unfold, and to restore our global operations as safely and swiftly as possible.”
Once the airspace reopened shortly after midnight on June 24, diverted flights began returning to Doha, and the number of passengers in transit quickly climbed to over 22,000 by early morning.
Qatar Airways activated its business continuity plans immediately. Teams collaborated on essential logistics, including catering, ground transportation, hotel accommodation, and coordinating in real-time with passenger flow, immigration, customs, and all airport stakeholders.
4,600 passengers moved to 3,200 rooms
More than 4,600 passengers were accommodated in about 3,200 hotel rooms throughout Doha. Many travelers received their onward boarding passes before exiting the terminal to facilitate the continuation of their journeys.
Airline teams worked diligently on the ground — rebooking flights, giving priority to medical cases, supporting elderly travelers and families, and manually reconstructing complex itineraries, some of which involved other airlines or expired visas. Over 35,000 meals were distributed, along with water, comfort kits, and ongoing updates to keep passengers reassured.
To respond effectively, Qatar Airways ramped up capacity on high-demand routes, boosted customer service center staffing, and introduced a flexible travel policy waiving fees for changes or refunds for passengers who had not yet commenced travel.
The CEO remarked, “A severe geopolitical escalation had forced the shutdown of our global hub, but our focus was to stay agile, adapt, and continue to deliver for our passengers.”
All stranded fliers cleared in 24 hours
By June 24, the airline had resumed 390 flights, steadily restoring its global network. Within 24 hours, all 20,000 passengers from diverted flights had been processed, with over 11,000 continuing their travel during the morning peak alone. Operations quickly stabilized, and by June 25, Qatar Airways was operating 578 scheduled flights.
The CEO expressed heartfelt gratitude: “To everyone who travelled with us during this difficult time — to those who waited patiently in long queues, to those who faced uncertainty, and to those who showed understanding in the face of a worrying and rapidly-evolving crisis — I thank you.”
He also praised the exceptional teamwork behind the scenes and emphasized that millions of travelers entrust Qatar Airways daily. This trust, he noted, “is not taken lightly. It is earned, through action, through responsibility, and a readiness to act when it matters most.”