Zain-ul-Abideen AbidToday’s column is based on a letter written by Respected Dr. Khawaja Ghulam Qutubuddin Faridi, Chairman of the National Mashaikh Council, Pakistan. In this letter, he addresses the Federal Aviation Authority (FAA), raising concerns about the treatment of passengers who purchase tickets worth thousands of dollars. He appeals for an immediate end to the hiring of unprofessional airport staff, managers, and supervisors who neither understand their responsibilities nor follow proper procedures. The letter is presented here in its original form.
I am a 73-year-old Sufi poet and scholar. Due to chronic back pain, I always travel in business class. On April 11, 2025, I travelled from Lahore to Madinah via Doha with Qatar Airways, carrying my FAA-approved Inogen-6 oxygen machine and my electric wheelchair.
At Lahore Airport, Qatar Airways staff were highly professional and respectful. Mr. Mudassar at the business class counter appreciated the U.S.-made machine and processed everything smoothly. However, the experience at Jeddah Airport was drastically different.
On April 25, 2025, we arrived at the Jeddah business class counter at 5:31 PM. for our 7:50 PM. flight. Mr. Ali at the counter shockingly refused to process us despite our business class tickets, instructing us to go to the economy counter. He threatened, “Go there, or you won’t board this flight.”
At the economy counter, a female staff member (name concealed) checked our baggage—63.5 kg in total—and threw it on the belt. While I remained seated in my wheelchair, she asked for the oxygen machine and a doctor’s letter, which I showed via WhatsApp. Then, Supervisor Mr. Junaid Khan was called, who claimed he needed Doha’s approval for the oxygen machine.
Meanwhile, I repeatedly requested a Qatar Airways wheelchair—seven times—but received no assistance. Mr. Ali returned and again threatened to stop our boarding if we caused “delays.” At 6:39 PM, Doha finally approved the machine. However, the wheelchair support only arrived at 6:51 PM. Mr. Ayaz quickly wrapped the wheelchair and separated its battery.
At 7:02 PM, Mr. Ali again refused to check in the battery. After an argument, he relented on the wheelchair but left the battery behind. We cleared immigration at 7:12 PM and were the last passengers to board by 7:50 PM.
Now, I ask Qatar Airways and global authorities:
Wasn’t this the same passenger who boarded from Lahore with the same machine and wheelchair?
Wasn’t this battery already approved on a prior flight?
Why was the battery not checked in?
Why was there no assistance, despite repeated requests?
That battery remains unclaimed at your counter. We were on a sacred journey—Umrah. I demand an explanation, not just for myself but for all passengers paying thousands of dollars expecting dignified treatment. I will be forwarding this case to FAA, IATAN, and sharing it with print, electronic, and social media worldwide.
Stop hiring untrained, arrogant staff who lack professionalism and empathy. Passengers deserve care—not threats and humiliation.
Sincerely,
Dr. Khawaja Ghulam Qutubuddin Faridi
(Chairman – National Mashaikh Council, Pakistan)
To address the grave concerns raised by Dr. Khawaja Ghulam Qutubuddin Faridi, it is imperative that Qatar Airways—and all international carriers—undertake immediate reforms to ensure passenger dignity and service excellence. Firstly, all airport staff, especially those dealing with premium and special-needs passengers, must undergo rigorous training in empathy, accessibility protocols, and international aviation regulations, especially regarding IATAN, & FAA-approved medical equipment. Secondly, a centralized database should be maintained to prevent repetitive approval processes for equipment already cleared on connecting flights. Thirdly, airlines must establish a fast-response grievance mechanism for passengers facing on-ground issues, with direct accountability for staff misconduct. Fourth, staff who display arrogance or issue threats should face disciplinary action, and their roles reassessed through performance audits. Lastly, passengers with medical conditions should have guaranteed access to wheelchairs and other required assistance without repeated reminders or delays. Respect, consistency, and professionalism must define the air travel experience—not humiliation and mismanagement.
Dr. Khawaja Ghulam Qutubuddin Faridi
(Chairman – National Mashaikh Council, Pakistan)
