Outdated Advice or Training Failure? Qatar Airways India Goa Staff Allegedly Gives Incorrect Transit Advice, Causing Passengers' Financial Loss

19/07/2026

KUWAIT CITY, Jul 19: A frequent flyer of Qatar Airways has raised serious questions about the level of training and operational knowledge of the airline's ground staff at Goa's Manohar International Airport (Mopa), alleging that incorrect advice during check-in left him out of pocket by approximately QR725 for what he believes was an unnecessary hotel booking in Doha.

The incident, which allegedly occurred on July 17, 2026 (Flying on July 18 at 3.45 am) has prompted calls for Qatar Airways to investigate its ground handling procedures at Goa and determine whether passengers transiting through Doha on separate tickets are receiving accurate information.

A Routine Journey Takes an Unexpected Turn

The passenger, identified only by his initials J.F., is no stranger to Qatar Airways. Describing himself as a frequent flyer, J.F. was travelling from Goa to Doha before continuing to Kuwait on a separate airline (Qatar Airways and Kuwait Airways) that is not part of the oneworld alliance.

According to J.F., what should have been a straightforward transit became unexpectedly complicated at the Qatar Airways check-in counter in Goa.

He claims ground supervisory staff informed him that because his onward flight was on a non-Oneworld carrier, he would be required to exit Qatar Airport's Immigration Department, hence have to obtain a visa, and book a transit hotel through Discover Qatar before he would be allowed to travel.

J.F. says he repeatedly explained that he had no intention of leaving Hamad International Airport and intended to remain in transit until his connecting flight, and he had traveled in the past.

He also pointed to an arrival journey on the same route, during which his baggage had been checked through from Kuwait to Goa despite involving separate airlines. At Doha's transfer facilities, he had simply been issued a new boarding pass before continuing his journey without exiting Qatar Airport, and his cabin baggage was tagged to the final destination at Kuwait Airport.

According to him, these explanations were dismissed.

"I Had No Choice"

J.F. says he attempted to verify the information by contacting Qatar Airways customer support during the check-in process but was unable to resolve the issue.

Faced with the possibility of being denied boarding, he says he reluctantly booked accommodation through Discover Qatar at a cost of approximately QR725.

"I felt I had no option if I wanted to continue my journey," he said.

Doha Staff Tell a Different Story

Once he arrived at Hamad International Airport, J.F. decided to verify whether exiting Qatar Airport had actually been necessary.

According to his account, staff at Doha—including personnel at the Transfers Desk, Information Desk, airport hospitality teams and even airport support staff—consistently advised that Transit passengers in similar situations generally do not need to leave the transit area.

Instead, they said travellers should proceed to the Transfers Information Desk near Gate A3, where staff can issue onward boarding passes and coordinate baggage transfers, provided sufficient connection time exists. (Check-in 3 hrs before flight departure)

J.F. says the responses he received in Doha contradicted the information he had been given in Goa.

Testing the Alternative

Since the hotel booking had already been made, J.F. decided to complete the immigration and hotel process to understand the procedures.

According to him, passengers using Discover Qatar must first visit the Discover Qatar counter before immigration, obtain the necessary documentation, complete immigration and biometric formalities, collect their baggage, proceed to the departures level on the 2nd floor, check in again for the onward flight, clear immigration and security once more, and finally return to the departure gate.

While the process functioned as intended, J.F. maintains it was entirely unnecessary in his case.

Comparison With Other Airlines

J.F. says he has travelled extensively on airlines including Emirates, Gulf Air, Air Arabia and Kuwait Airways, often on separate tickets involving different carriers.

Based on his experience, he claims none required him to purchase a transit hotel simply because his onward flight was operated by a non-alliance airline.

Calls for Review

The incident raises broader questions about whether Qatar Airways' ground personnel at all stations are working with the latest transit procedures, particularly for passengers travelling on separate Airlines connecting to non-alliance airlines.

Transit rules can vary depending on nationality, baggage arrangements, visa requirements, ticket type, airline agreements, and airport procedures. Aviation experts note that individual cases may differ, making accurate and up-to-date guidance from airline staff essential.

J.F. says he hopes Qatar Airways' Customer Relations department will review the incident, clarify the applicable policy, and ensure staff receive updated training if necessary.

"I simply don't want another passenger to pay hundreds of riyals because of incorrect information," he said. As per Goa's Qatar Airways Supervisory staff, she says all passengers have to book a hotel even if it is a transit flight. Adding that he believes the expense could have been avoided had he received the same guidance in Goa that was provided by staff in Doha.

by John C Fernandes
Arab Times, Online Media Manager