Courier service Aramex is working to improve its new headquarters in response to customer complaints and will open a West Bay office “within months,” the company’s general manager in Qatar has told Doha News.

The company caught flak in July after moving its headquarters from Abu Hamour to an office near Wholesale Market. Customers complained that they weren’t notified of the move, said that the branch was hard to find and expressed dissatisfaction with the service there.

This month, the company shuttered its Landmark branch and relocated its Qatar Foundation office, compounding customer woes.

Acknowledging the complaints, Fawaz pledged an improved experience for his growing customer base, but also pleaded for patience during the relocations of Aramex’s three branches, which he attributed to licensing issues.

Licensing issues

Fawaz said that the former headquarters was closed over the summer due to stricter enforcement of government regulations that no longer allow commercial use of villas.

A licensing agreement also prompted the sudden move from Qatar Foundation’s clubhouse to QF Housing last week, he added.

And Aramex’s kiosk at Landmark mall was closed because of new fire safety regulations, Fawaz said. 

But a new Aramex office in the West Bay area will open “within months” to replace that branch, he said.

Fawaz also pledged that improvements in its new headquarters near Wholesale Market are coming, including a queue system that will be installed next week.

“It should have been installed as soon as we moved,” he acknowledged, adding that the company had held out for a more sophisticated system.

This week, Aramex extended its main branch’s office hours and will now operate from 8am to 10pm Saturday – Thursday. It has also increased the number of staff at its headquarters to facilitate faster package pickup, Fawaz said.

Waiting around

But even at midday today, a swell of people, including screaming children, crowded into the reception area to receive their wares.

Parking at the main location also appears to remain a problem. The company has six dedicated spots in the front of the building and six spots in the unpaved lot in the back.

The issue is one Fawaz said the company will take into consideration when scouting for a new branch in West Bay.

“We are here to stay. We always look for the needs of the customers,” he said.

Customs holdup

Adding to the Aramex woes, new regulations set by the government have also increased the wait time for packages.

“Yes, it’s harder since last year,” Fawaz said, adding that he has upped the number of staff receiving packages at the airport. Though ultimately, customs officials have the final say over whether a package receives clearance.

Thoughts?