An Open Letter from Qatar Airways Group Chief Executive Officer

An Open Letter from the Group Chief Executive Officer of Qatar Airways

Following the closure of Qatari airspace on 23 June 2025, we are publishing an Open Letter from the Group Chief Executive Officer of Qatar Airways.

To Our Passengers: An Open Letter from the Group Chief Executive Officer of Qatar Airways

To all our passengers who have placed their trust in Qatar Airways,

This week, we faced an operational crisis that few airlines will ever encounter – one that tested the very essence of operating a global airline.

At around 18:00 local time on Monday, 23 June, the unexpected and unprecedented closure of Qatari airspace forced Qatar Airways to suspend global operations with immediate effect. Shortly after, airspace was also closed in Bahrain, the United Arab Emirates, and Kuwait. Hamad International Airport, one of the world’s busiest and most connected hubs, was brought to a standstill – nearly 100 aircraft were en route to Doha, several already on approach, and others lining up for departure.

Moments later, a missile attack was launched from Iran on Al Udeid Air Base in Qatar. As the missiles entered Qatari airspace, air defense systems were activated, and the Qatari Armed Forces took swift, decisive action to protect its people, defend its territory, and ensure the safety of all within its borders.

At the time, over 90 Qatar Airways flights with more than 20,000 passengers headed for Doha had to be immediately diverted. 25 flights landed in Saudi Arabia, 18 in Turkey, 15 in India, 13 in Oman, and 5 in the United Arab Emirates. The remaining aircraft were diverted to major hubs in Europe (including London and Barcelona), Asia, and the Middle East.

All departures from Doha were suspended until at least 00:01 on 24 June. Our routine, precisely synchronized global operations were, in an instant, transformed into dozens of disrupted flight scenarios across continents – each with its own complexities and demands.

Inside Hamad International Airport, over 10,000 passengers were in transit, expecting to depart when the escalation occurred. They suddenly found themselves in the middle of one of the most severe and complex operational challenges in modern aviation history.

Around the world, some of our flight crews exceeded their legal operating hours. Most of our fleet, including Airbus A380s carrying over 450 passengers each, were out of position, some grounded at airports with curfews. Several flights had to wait for clearance to re-enter restricted regional airspace. Flight routing plans were being rewritten in parallel with passenger itineraries. Over 151 flights were immediately disrupted. Every part of our operation had to adapt in real time – without precedent, and without pause.

Our absolute priority was clear: to care for the passengers affected by this unprecedented situation and to restore our global operations as safely and swiftly as possible.

Once airspace reopened just after midnight on Tuesday, 24 June, diverted aircraft began returning to our Doha hub – each arrival a step toward restoring our operation. As the planes landed, the number of transit passengers surged to over 22,000 by 05:00 local time.

Our business continuity plans were activated, and teams coordinated intensive resource planning, catering, ground transport, hotel accommodations, and real-time alignment with passenger flows, immigration, customs, and all airport stakeholders.

Over 4,600 passengers were accommodated in hotels, using approximately 3,200 rooms across Doha. Many of these passengers received boarding passes for their onward flights before even leaving the terminal – enabling a smooth return once operations resumed.

Teams from across the Qatar Airways Group entered transit zones to assist passengers directly – rebooking journeys, prioritizing medical cases, supporting families and elderly travelers, manually rebuilding complex itineraries, sometimes involving other airlines and expired visas. Over 35,000 meals were distributed, along with water, comfort kits, and face-to-face reassurance – flight by flight.

We increased aircraft capacity to destinations with large numbers of displaced passengers. Contact center resources were scaled up to meet global demand. A flexible travel policy was introduced quickly, allowing passengers who had not yet started their journeys to rebook or refund their tickets free of charge. Worldwide, our partners and ground handlers acted swiftly, supported by live coordination between our airport and airline operations control centers.

A major geopolitical escalation forced the shutdown of our global hub, but our mission was to stay agile, adapt, and continue serving our passengers.

On Tuesday, 24 June, Qatar Airways operated a total of 390 flights, rebuilding the network and restoring schedule integrity.

All passengers from diverted flights – approximately 20,000 people – were handled within 24 hours. Over 11,000 resumed their journeys during the morning wave on 24 June, with the remainder departing during the evening wave and morning peak on 25 June. As of today, no passengers from diverted flights remain stranded.

Within just 18 hours, we resumed scheduled operations. Wave by wave, the system began to stabilize. By the end of Tuesday, more than 58,000 passengers had departed Doha – not by chance, but thanks to coordinated efforts across the Qatar Airways Group. Today, 25 June, our operation is even more stabilized, with 578 scheduled flights. The scale and speed of this recovery reflect the depth of experience, planning, and commitment we proudly uphold at Qatar Airways.

To everyone who traveled 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 troubling and rapidly evolving crisis — thank you. We are deeply grateful for your patience and trust as we worked to bring you to your destination as safely and smoothly as possible.

I extend my sincere appreciation to our airline teams and global partners for their immense dedication over the past few days. In the face of an extraordinary challenge, we united to support our passengers, restore our network, and return to normal operations. The professionalism and unity displayed during this time reflect the best of what our airline group and partners represent.

Millions place their trust in Qatar Airways to carry them across borders, continents, and time zones – and we do not take that trust lightly. It is earned through action, responsibility, and readiness when it matters most.

Thank you for continuing to place that trust in us.

Engr. Badr Mohammed Al-Meer
Group Chief Executive Officer
Qatar Airways