No processes, poor customer service.

I had an awful experience with both Qatar Airways / Hamad International Airways in Doha. I had a short connection in Qatar... while I was leaving the plane (right at the gate) I saw an old woman carrying some heavy hand luggage and proposed to help her, so I took her handbags and walked in front of her, down the stairs. The ground crew asked me stop and wait for the second/last bus as the current bus was full. I was the first to go on the next bus and for a reason or another, the lady who owns the bags, didn't show up on the bus. I stepped in the airport and went straight to the airport crew (wearing Qatar Airways uniform) who took me to the security officer from Hamad International Airport... both got lost, kept me waiting, started questioning me and the worst part is, The Qatar Airways Station Manager admitted that she doesn't know how to handle the case and that there's no process for such case and she has never been through something similar. After begging the Qatar Airways crew, I have been taken to the plane few minutes before take off, without being able to pass by the duty free to buy what I was supposed to buy or grab a sandwich or a coffee.

I e-mailed Qatar Airways complaining and unfortunately, the answer was poor, apology, not their mistake, it's the airport management mistake.

In my opinion, this is a serious lapse and an a 5-star airline should have a process for such cases.... very disappointing.