Mowasalat silent on complaints

Dear Sir,

As a regular visitor to Doha over the years, I have witnessed a decline in taxi service standards of Mowasalat. On a recent visit, I used the taxi service on average of six to eight times daily and was shocked to learn that the majority of drivers had only being doing their job for between one to three weeks.
A fast turnaround of staff speaks volumes about how a company treats its staff and when it doesn’t look after its employees, is it any wonder that some will try to cheat the system, which ultimately means cheating you and I, the customers?
My wife and I encountered an alarming number of drivers claiming that their meter didn’t work and that they had to charge a set fee. When challenged, some became extremely obnoxious.
The service was so bad on one occasion that I decided that rather than sit back and do nothing, I should do my part and register a formal complaint with Mowasalat. So, I took down the details of one particularly rude driver who insisted on quoting me QR70 for what should have been a QR15 or QR20 fare. What happened is that I refused to start the journey and upon challenging the driver about his “broken meter story”, he became quite aggressive and bold as brass, ordered me out of his taxi stating: “Stop wasting my time”.
When I informed him that I would take the matter up with Mowasalat, he laughed in my face and said: “Good luck, do what you like”. Whilst initially shocked by his cavalier attitude, I soon came to learn that the driver had good reason to laugh in my face. He knew that even if I complained, nothing would be done about it! Proof of this subsequently came to light when I tried to raise an official complaint with Mowasalat.
First, there is nowhere on Mowasalat’s website that directs the customer to a “Complaint’s Section”. Secondly, when one writes to the suggested “Contact Us” e- mail address at “info@mowasalat.com”, one doesn’t get a response. It’s been two and a half months now and I still haven’t received a single response to 25 e-mails.
If Mowasalat authorities really care about building a quality public transport company, they must (a) sort out the senior staff please; someone is not managing the customer complaint’s department properly, (b) review what they pay their drivers and (c), don’t get upset with customers like me who have not only taken the time to write down the particulars of a driver pertaining to a complaint, but have patiently drafted 25 e-mails and then took the trouble to write to Gulf Times because Mowasalat staff clearly weren’t listening; I did all this because I care about improving Mowasalat’s service.
On behalf of long-suffering residents and travellers to Doha, and in the belief that Mowasalat is not a lost cause (yet), I shall continue to write until my complaint is addressed; whether that be 50 or 500 e-mails, I shall persevere.
If it means Mowasalat start listening and set up a proper complaint’s procedure system, my efforts will have been worth it.
With the help of Gulf Times, I shall update their readership on precisely how many e-mails Mowasalat continue to ignore, until they respond to my complaint.
Finally, is there anyone else out there having trouble lodging a complaint with Mowasalat, never mind getting a satisfactory outcome and does anyone have an e-mail address for a responsible senior member of staff at Mowasalat?
A very frustrated but determined customer.

(Full name and address provided and available to Mowasalat senior staff)

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