Qatar Airways calls itself the “World’s Five Star Airline,” but our business class review from Bali to Doha reveals real cracks in that reputation.
Airline: Qatar Airways | Route: Denpasar-Doha | Aircraft: 787 | Rating:★★★☆☆
It’s been a few years since I last flew Qatar Airways, an award-winning carrier whose tagline — “the World’s Five Star Airline” — sets the benchmark high. That’s what made my most recent business class flight with the airline, between Bali and Doha, so surprising. It was an inconsistent, at times lacking, experience from an airline that talks a big game.
Check-In and Boarding
I checked in online and, after a quick visit to the newly renovated Tawang Lounge, which is a surprisingly good little set up with lovely staff, and made my way to Gate 6. The crew greeting guests at the aircraft door could best be described as blasé; a senior crew member glanced at my boarding pass while mid-conversation with a colleague and waved an arm vaguely toward the nose of the plane. Must have been a good conversation.
The 787 Business Class Seat
First impressions of the Qatar Airways 787 business class cabin are spacious, in a cut-back Scandinavian-minimalist way. The 1-2-1 configuration is inviting enough, but at a time when most airlines are cocooning premium passengers in suites with doors and real privacy — Qatar’s own Qsuite included — this older cabin is the opposite: exposed, stripped back, virtually naked.
The 18.5-inch personal monitor, attached to the seat shell in front, sits right in your face, and the fold-in tray table still juts into your personal space. It feels less like a business class seat and more like a racing simulator, minus the wheel.
The faux wood and stitched leather look elegant, but storage is minimal, with a small knee-level compartment and an armrest slot already occupied by the airline headphones. Add disposable towelettes (rather than the warm cloths Emirates serves) and an amenity “box” from Diptyque (no plush case here), and the overall effect reads more regional business class than a proper long-haul product, despite the 10-hour flight time.
In sleep mode the seat itself is comfortable, but the gap between the tray and cushion is confining, and passersby walk close enough to eliminate any real sense of privacy.
Dining Onboard
Soon after takeoff, a crew member took my order for brunch. I chose the classic Arabian mezze — hummus, baba ghanoush and muhammara — for a solid grazing option. My first drink choice wasn’t available, so I ordered a Bloody Mary; the crew member returned 40 minutes later to ask if I’d like another, having never delivered the first.
The main, Indonesian rendang with beef short rib, turmeric rice and cassava leaves, was rich but oversalted and mostly went uneaten. It was followed by an ice cream cup frozen solid enough to take a full hour to thaw.
About four hours from Doha, I asked for the mie goreng with chicken satay from the light meal menu. It was unavailable. Same with the cheese platter. Crew explained the aircraft was “50% catered,” meaning much of the menu simply wasn’t stocked, despite a business class cabin that was 95% full. The impression left was of an airline more focused on cost-cutting than consistency.
Connectivity and Entertainment
Qatar Airways has rolled out Starlink and complimentary wifi on its 777 fleet, but neither was available on this 787. Instead, I paid US$10 for a connection with dial-up-era speeds.
The in-flight entertainment library is genuinely comprehensive, though the indexing is quirky enough that not everything surfaces in search. The headphone jack cut out repeatedly through the flight, and the aircraft doesn’t support Bluetooth headphones.
Service
Service was the biggest surprise. Crew were friendly and responsive when called, but proactivity and consistency were both missing — glasses, napkins, empty water bottles and coffee cups piled up until someone was flagged down to clear them. Crew did move quickly, however, when a couple slipped in from economy and were discovered “together” in the business class bathroom.
The Verdict
Qatar Airways has built a decade of five-star marketing, but a lacklustre service rhythm, inconsistent catering, a seat that lacks real privacy, none of the extras rivals like Emirates offer (complimentary limo transfers, for one), and a price point that typically runs above the competition leave the reputation looking shakier than the tagline suggests.
Note: the author travelled on a full-fare business class ticket without the airline’s prior knowledge.
