‘Most severe, complex challenge’
Inside Hamad International Airport, over 10,000 passengers found themselves stranded amid what the CEO called “one of the most severe and complex operational challenges in modern aviation history.” Many aircraft were grounded or delayed due to curfews and restrictions, while crews faced legal limits on operating hours.
Despite the unprecedented disruption affecting over 151 flights, Qatar Airways’ focus remained steadfast: “The priority for us 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.”
When the airspace reopened shortly after midnight on 24 June, diverted aircraft began returning to Doha, and the number of passengers in transit surged to more than 22,000 by early morning.
The airline’s business continuity plans kicked in immediately: “Our teams coordinated on hard resource planning, catering, ground transport, hotel accommodation, and real-time alignment with passenger movements, immigration, customs, and every airport stakeholder.”
4,600 stranded, moved to 3,200 rooms
More than 4,600 passengers were accommodated in approximately 3,200 hotel rooms across Doha, with many receiving onward boarding passes before leaving the terminal to ease the resumption of their journeys.
Teams worked tirelessly to assist passengers on the ground — “rebooking journeys, prioritising medical cases, supporting families and elderly travellers, and manually rebuilding complex travel itineraries, some involving other airlines, and expired visas.” Over 35,000 meals were distributed alongside water, comfort kits, and ongoing reassurance.
To meet demand, Qatar Airways increased capacity on routes with high volumes of displaced travelers, scaled contact center resources, and introduced a flexible travel policy that waived change and refund fees for passengers who had not yet started their journeys.
“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,” the CEO said.
All stranded passengers cleared in 24 hours
By June 24, Qatar Airways operated 390 flights, steadily rebuilding its network. Within 24 hours, all passengers from diverted flights—around 20,000 people—were cleared, with over 11,000 resuming their journeys during the morning wave alone. The operation stabilized rapidly, and by 25 June, 578 scheduled flights were operating.
The CEO expressed deep 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 acknowledged the extraordinary teamwork behind the scenes:
Millions of travelers place their trust in Qatar Airways daily, a responsibility the airline’s CEO said is “not taken lightly. It is earned, through action, through responsibility, and a readiness to act when it matters most.”
