Qatar Airways
Reviews and Complaints

I have been patient with this company for long enough. I am tired of hearing the same stories from new people every time I try to get into contact with them. It is just a continuous loop and I can take it no longer.
On the 28th of February 2020, I requested a refund from Qatar Airways for our flight to China in March 2020. I first phoned them to ask what the correct procedure is for the refund process. They told me to go online and submit a refund request on their website. I do not remember the name of the lady that I spoke with, but she was very friendly and very helpful. I asked her if it was possible to change the banking details into which we will receive the refund to which she replied that it should be possible but I should just make a note to ask this question when submitting the refund request online.
Thereafter, I did exactly as she said, I even wrote a note asking if it were possible to change the banking details. I did not expect an immediate response because I knew that the airlines would probably be very busy figuring everything out due to COVID-19. On the same day, I received an automated email saying that they have registered my request and that it will take a few days to process the request. I had nothing but time, so it did not bother me. By the 12th of March, I sent a follow up email because I had not heard back from them. No response again, no problem.
By the 25th of March 2020, I sent another email to follow up as I had still not yet heard back from the Qatar "support" team.
Eventually on the 6th of April 2020, they contacted me via email saying that they apologize for the delay in response and to inform us that our case is under review, they will revert to me as soon as the refund is processed. After this email I thought "great, at least they are working on our case".
On the 18th of April 2020, I received an email "apologize for the delay …" basically informing me about the amount of the refund and whether or not I accept it so that they can proceed with the refund to the original form of payment. Plus, the ticket numbers in the email did not coincide with ours. But really…
Did they not read any of my emails? Can I change the banking details or not!?
So, I reply to this email starting with the ticket numbers. Then I mention that we need to change the banking details (as per my previous emails and phone calls). I even attached my banking details for them. I then moved to the last point; that the amount they had given me was incorrect, so I gave them the amount that it should be (fair enough I made a mistake because I didn't take the updated ticket into account because we had changed the date of our first flight so the fare changed. But even with that in consideration, their amount was incorrect).
On the 20th of April, they sent another email only addressing the ticket number difference and basically ignoring everything else that I mentioned in the previous email to them. I replied on the 21st of April and explained that I spoke with a consultant who helped me figure out what the correct amount should be after our ticket change. I again asked about the banking details situation. So now I'm starting to get more and more frustrated.
On the 24th of April 2020, they replied to my email where they confirmed that the amount should be as I stated and explained in the previous email. But they mentioned that I need to accept the amount to be refunded to the original form of payment (with no reply to my banking details question). But hey, at least we are getting somewhere right?

On the 4th of May, I replied to their email to accept the amount but to ask once again for the change in banking details. I even attached the new banking details, again.
On the 17th of May 2020, I submitted an email online asking for someone that I could speak with telephonically to answer my questions and sort out my refund request because I had been waiting patiently for long enough. They replied on the 30th of June 2020, only to have attached a link to their website where we can find a list of their offices (where the JHB and CPT offices have the same number) as if I did not know I can find this information on the website and knowing that the offices are obviously closed during this time due to COVID-19. To put icing on the cake they ended the email with "looking forward to welcoming you on-board one of our flights soon" as if they completely forgot that they are busy with my refund request.
On the 18th of May I received an email from Qatar Airways Support apologizing for their delay in response, stating that if I have requested the refund at least 72 hours before scheduled departure that the refund will be accepted. It will take up to 8 weeks to get the money into the account. They also mentioned that they are processing an unprecedented number of requests, but despite the challenges are processing refunds as quickly as they can. To this email I replied that I understand and that I have been waiting patiently, but that my question regarding the change of banking details still needs to be addressed. On the 31st of May I received the exact same email as the one on the 18th of May 2020 (probably after I phoned the offices- but let me get to that later.)
I sent a complaint email on the 26th of June to the email address advised. They replied on the 28th of June to answer the banking details situation. So, I asked why they could not have told me this earlier and how we can resolve the fact that I have been in contact with the support team to no avail. They reply to this on the 29th of June only to tell me that they have escalated the matter to their support team. And then… nothing more.
On the 10th of July I sent another email to accept the refund amount (apparently after a phone call I did not do this). In the phone call they also mentioned (after I asked) that it is impossible to change the banking details. I was very upset that they could not simply communicate this to me. I then gave up on the changing the banking details thing and said that they must send the refund to the original form of payment. I then received another automated email saying that they have registered my request.
On the 15th of July 2020, they replied to my email saying that my refund has been processed, and that it will take up to 28 days for the money to show in the account.
Hooray! We are finally getting somewhere!

NOT!

On the 13th of August, I emailed them saying that the money does not show in my account. I sent this same email again on the 15th of August 2020.
On the 29th of August 2020, I received the same email as the one on the 18th of May 2020 about the "unprecedented volume of requests". It was at this point where I gave up on communicating via email with Qatar Airways "support".
But all of the above was just the email trail (which I had to go into each one by one to be able to write the above- so sorry about the mess and length), not to mention my various phone calls to Qatar (both locally and internationally).
I have contacted numerous consultants at Qatar Airways, and each time I ask for the previous consultant, but they are "not available". Meaning that I must explain this whole situation to a new person every time. And each time I fall into the exact same loop where I must wait for them to either email me or contact me back directly (which did not happen). I spoke with so many different people and they all assured me that they will sort this out and that they understand my frustration. The names that I wrote down or remembered were Omar, Vikram, Vakif and Agila.
They either told me that they will personally phone me back within a certain number of days or they will just get them to speed up the process. They said that my refund was processed on the 15th of July. I even spoke to a lady who said that they will request a reference number that I can give to the bank to check where the money is.
After some time, I decided to go to the Qatar Airways offices in JHB. The consultant there, Bongani was as helpful as he could be. He tried to help us contact the people and they mentioned that they will speed up the process - that was after the first visit to the office. A couple of weeks later we went back to the offices. We spoke to Bongani again and he contacted the people again. The lady he spoke with mentioned that we must submit a request to receive a reference number to contact the bank because the refund was processed on the 15th of July 2020. Bongani then asked the lady to speak with me directly to explain this. He then gave me the headset and I spoke with the lady directly (I could not get her name). She was very rude to me over the phone while she explained the same thing again.
I then decided that we are not getting anywhere and that it would just be best to submit the request for the reference number. They said that we must come back to the offices after one week.
Upon my return to the office on the 26th of October 2020, Bongani once again contacted the people only to find out that the reference number for our form of payment (Alipay) does not exist. We basically just wasted this week. So, at this point I do not understand how they could not tell us this before. SO, my frustration levels with this company are ridiculously high. Bongani then mentioned that he will take it to higher levels if they cannot sort this out within the next week.
My next visit to the offices was on the 3rd of November 2020. This is where we came to speak with the manager/ supervisor on site. This is when we spoke with Fatima. We explain our situation again and she takes our booking number and disappears to the back to contact whomever. She returns only to explain everything that we have already heard a million times and she tells us that we must submit a request for a reference number! Seriously!? So, we explain that it is not possible so what do we do next. She then disappears again to contact whomever. When she returns, she mentioned that she did speak with her manager and they said that they are in contact with the Alipay team to see what is happening. She said that she will contact me by the end of day 4th of November 2020. So, I accept (saying that if I do not hear back that I will see her on Thursday the 5th of November 2020) and wait patiently. It started well because that same day she phoned to let me know that they have not received feedback yet and that she will phone back tomorrow (4th Nov). This did not happen.
On the 5th of November, we take another trip to the offices only to arrive to closed doors.
I am very sorry, but this is not the last straw. They did not even have the decency to tell us that the offices are closed! Just a note saying something down the line of "closed due to contamination".
So, now I am very angry and even more frustrated, so I once again phone the contact number- and guess what? It does not work.
So, I phone the international number. I spoke with a lady called Agila who would not give me her last name. Wow. It is disgusting. She was extremely rude, and even placed my call on hold while I was busy speaking. Granted I was ranting but still, it is extremely unprofessional. She told me that I must submit a request to receive a reference number and phone back after 5 days to get the number because now my refund was processed on the 29th of September 2020. So, she has different information apparently. She would not even listen to the fact that I told her I have already submitted a request several times. I even told her directly that she was being rude, but she did not even apologize. So, I have now written this 4-page essay to see whether something comes from it. Because I have literally tried everything, and I do not know what to do with this company going forward. Five-star Airline? I THINK NOT!

As a group we had flights booked to Sri Lanka via Doha to But due to covid19 any access to Sri Lanka was blocked by their government for any UK citizens, we have been only offered a travel voucher even though we applied for a refund as this was an option that appeared against our booking after our first request, also we have been told the travel voucher went live as soon as it was sent to us about 6 weeks ago even though we have no option for travel now or for months probably so how is this an option please could this be looked at as a matter of urgency please thank you Kevin Slee

I had a flight from Tehran to Montreal on 5th of April 2020 with my pregnant wife and her emotional dog. my Email address is : aliakbari.[protected]@gmail.com
My wife suffering of disorders of severe GAD and MDD. Therefore she needs supportive environment including her dog and it is necessary for her to be with her dog, otherwise she might have panic attack.
that's why we called qatar airways and ask your agent to put a request for emotional dog a few days before our flight and we brought all documents to the airport. but your supervisor in Tehran didn't allow us to take our dog to the airplain, i know that cargo live animal has restriction because of covid-19 and i saw that on your website, but thre is no restriction on emotional dog.
any ways we couldn't bring our dog to Canada and we were obliged to leave our dog with my friend in Tehran.
My wife is really upset and nervous and she is crying since then. I'm really scared of something bad is going to happen to my wife and our coming baby.
please do something for us and tell me what i have to do for bringing my dog.
I would appreciate a response as soon as possible.
thamks
regards

My two children teenagers were mistreated not allowed to fly last night . Both were so distraught - the ground manager did nothing to help nothing to calm nothing to manage - shame on Qatar for this Mr Alinejad. He just be made to answer . iKA airport - at such sensitive and scary times . These are people with complex issues about authority.

I followed every protocal for these kids to board this flight but they deliberately made excuses in order for them not to travel . Of course many people were ready for standby. People of a closer nature . Who holds these people accountable for our heartbreak, our danger - the trauma to my children . The cost of not going the stress of driving many miles over snd over again . Shame on QAtar airlines for such poor management. Am sure Mr Al Baker does not like this type of poor management amongst his personnel.

157-[protected] TH3VCL

Raymond and Maureen Midgley

In a confused state about our luggage, on booking we were told the allowance was 30kg.

This week Qatar customer service (United Kingdom) told us the allowance is 23kg.
Our travel agent spoke to Walid yesterday at 13.26 and had the allowance confirmed at 30kg.

Today the allowance when we asked for an email to confirm this when we check in we were told the allowance is 23kg.

Obviously yesterday's call was not actioned.

Today we were told by Qatar Airways that we have to ask the Travel Agent to reissue the tickets.

Not very acceptable.

Dear I flew last night from Doha to Brussels on flight QR195, and arrived at 6.10 in Brussels.
When I took my luggage I saw it was damaged and they told me to file a complaint online.
When I try to file the complaint it is telling me that I had to do this at the airport.

I would like to know now where I can complain about my luggage.

I thank you in advance for your reply.

Hilde Martens

My name is sohail ahmed and i was scheduled tk fly from islamabad to doha at 3 am FLIGHT QR 633 on 29th Dec 2019 bit instead due to bad weather flight got delayed for 10 hours. No accommodation was provided by qatar airways staff nor was any staff present at airport to assist people. Most of the families with their children spent the night out at airport in extreme cold weather. Need a complete refund for myself and families who suffered. Looking forward to hear back from u.

Flight - Qr838.
Time- 19.35.
Date - 31-12-2019.
Flight reference R5CVY4.
Mr David Francis Short.
157-[protected]

On arrival at check in for flight I was refused by your awfully arrogant and down right disrespectful check in staff booth 19 at Surranavoon airport Bangkok to return to the uk with my uk born children as they were travelling on there Thai passports with there mum who had uk residency and myself their father uk born citizen, we travelled from Manchester with your airline with the same documents on the 11th December. (Please see attached)The check in refused to allow us to fly and left us stranded in Thailand during the public holidays. They were so unhelpful and would not accept our documents. We even were asked to provide copies of their British passports which were out of date. A friend had to go to my house in Manchester to take photos and send to me at the airport, which your staff asked for, once we provided these, we were informed that the uk immigration had been contacted who were saying we could not return. My father has spoken to uk immigration who informed no contact took place and there was no issue with our documents. We even provided birth certificates in English and Thai which were ignored. My wife a business woman in the uk became really upset as the staff were extremely rude and arrogant to our issue. This alerted Thai immigration and Thai airport police who spoke with my wife and stated there was no issue and why could we not board your plane home. Staff said they will be fined if they let us board, but had no compassion to our situation. Why on earth did your airline not allow me to return home and if there is an issue I can speak with my own authorities. why you refused to fly us home. I am now stuck in Bangkok. I was due to work as i am a social worker who protects children and I felt so embarrassed and my children are traumatised by this as uk residents. How can your airline do this to us. I need a refund of the return flight so i can book with British airways who are happy to return us home on the 17th Jan at the cost of 1000 pounds sterling. If this is not sorted. I will be informing as many social media and media outlets at my disposal. This situation is an absolute travesty. Can I also inform you I wrote this e mail 4 times on the quatar website and each time it lost my information, page not found. As your Airline is a very affluent company, the least I expect is a refund of the return journey cost and a gracious payment towards my further costs to remain in Thailand until flights prices reduce to a level I can afford. I was due in work at Manchester City Council on the 6th Jan I now cannnot return to my job. My children were due in school on the 6th Jan and I will be fined for there non attendance. Also I need evidence from your airline for Manchester education authorities. My wife's business remains closed during this issue and she still has to pay the rental to Manchester Markets Please reply as soon as possible. I will be sending this e mail to Manchester evening News and the BBC in 2 days if no reply.
Yours sincerely.
Mr David Short.
Uk resident.
[protected]@msn.com

Hi . I am Dr Nafisa and I was travelling from Birmingham international to Doha along with my 3 years old kid and my husband. When we went to staff desk for check in, the staff ( Kate Jack ) told me my luggage is up by 2 kg and I have to get rid of it . As I was with my little kid, I asked her the option of paying for extra kilo or buying any extra luggage or upgrading to business class. She said that only option is to buy extra luggage which we agreed. She also said if you can not make it within half an hour you won't be able to travel and after you come back you have to stand in the line again! It's difficult if we have to unpack and take the cue again. However, I bought an extra luggage. We moved to a place she showed us. Then we bought an extra luggage and start reshuffling our old luggage. My baby was in her stroller. She suddenly came and very rudely said you can't do these here you need to move everything from here now. I am a chest specialist and my husband is a Surgeon and we both are working under NHS, UK.We know what Racist behaviour is! She was clearly a Racist! The other staff who was checking passports also agreed that it was not right.
She has no right to speak with me rudely, nobody has any right to speak to me rudely! I am the customer you should respect your customer!
It may not make any difference to your company if my whole family including my relatives and friends never travel in QATAR airways but it would definitely make a huge difference if this KATIE JACK (the other staff mentioned her name) continues her racist behaviour in future!
Unfortunately, I have to return again by the same airlines! That would definitely be our last Qatar Airways travel!

I was on flight Dec 20th from Iah to Doh and was assign seat number 27J, 27K, and 27H. As soon as we were seated we turned on TV to watch movie. Found out audio was not working so we notified air hostess. She went back and got 2 new audio set but still couldn't hear properly or hear volume from one side only. We notified air hostess again and she reset all 3 TV sets and waited 10 mins and still wouldn't work. We told same air hostess that I have 2 teenagers with me and flight is for 12 hrs and they want to watch movies during the flight. She told she can give another seats but are not together and I declined. She told me she will report to the supervisor and that's it she never came back to check on us regarding the volume issue. I paid lots of money for 3 tickets to fly to india and having no entertainment during my 1st longest flight time is unacceptable. I would like to hear back from Qatar regarding this issue to how they can accommodate me. Please call or email me at your earliest time before I take further steps. Thank you.

As a Qatari local I want to ask for the dismissal of one know S. a cabin senior working for qatar Airways from Mauritius.

She is causing distress and heartache in others lives and this infidelity according to Qatar law should not be allowed.

If a crew is married according to Qatar airlines the crew can stay with her husband, but this crew sleeps where she want and this has to stop. I am going to put the evidence to the press of action will not be taken.

Today this women stepped on my toes when she shamelessly admitted that she had relationships with multiple Qatari and pilots and will continue to do so. Other crew are company accommodating bound and should rest many hours before the flight why can this one be out and not in her home at any hour of the night with any man in his home.

In qatar the law states that non married couples should not stay together. This crew is a shame on the airline betraying your trust and not valuing the countries laws.

Neither of the men on the pictures that were scratched out was her husband and she seems to be proud of it.

What a shame. I hope the airline will use this an example not to trust even the married crew what a disgrace.

She should be ashamed of herself.

For more information email me at [protected]@gmail.com

Wasn't notified when check in at Heathrow Airport about the opening of Langkawi Airport. Landed at Langkawi Airport and was seated inside the plane for 3 hours while crews was doing cleaning and dusting .Is that what we called hygiene? Then myself and other passenger was asking for some drinks and was rejected by the cleaning crews .Is my first time flying with Qatar Airlines and felt really disappointed and dissatisfied? Family was waiting at Penang Airport for 3 hours out of notification as flights was supposed to arrived at 15.00pm instead of 19.30pm Frustration and tiredness for the family on waiting Please do tell inform passengers in advance if there's any changes on flight details or schedule Thanks

Hi my name is Abdul Moiz Gaddi ([protected]@gmail.com). On 12/3/2019 I called Qatar airways to add TSA pre (United States pre security line) and the customer representative will ask 5 questions including the name of the travel agency, the date of ticket issued and if you are not able to clear security (I guess because if any of the answer is incorrect) they do not have a process in place to have an alternate question or a way to facilitate this customer service experience. The only answer they have at that point is to contact travel agency.

This is a pretty horrible customer service delivery and unexpected of a 5 star airline.

Thanks,

Dear sir

I kindly inform you that one item of my luggage which is a valuable box tag no-QR772208 got lost in Madrid airport, when arrived on flight No QR1139 from Muscat/QR151 from Doha on 26 NOV 19, Complain was made vide no-MAD1989189 on same date 26 NOV 19 at Madrid Airport .please note that till date I have not received my luggage. Note that my claim was handled by Ibera Airlines- Aeropuerto De Barajas Madrid and I had lodged the claim to them. I have contacted their office many times on 34913054598 .always replied your file on the table of Qatar airways DOHA. when Item received will be delivered to you< but nothing received until now.

With best regards
Amur Alkhaldi
File reference number: MAD1989189
Bag tag number-QR 772208
Ticket number- [protected]

Date of travel-26-11-2019
passport no-CY5206336
email: [protected]@hotmail.com

I boarded a flight from Amritsar on November 25, 2019 for 3:50am to Doha with final destination as Halifax. I was told at checkin counter that I can either take my cabin bag(roller bag) or my laptop bag as only 1 piece is allowed. Agent at the counter was very rude and adamant that he won't let me take both of them even when I tried explaining that both the pieces are allowed in my flight from Halifax to Amritsar which was also Qatar.

So, to avoid missing the flight I paid excess baggage fees of Indian Rupees 4893 by putting my laptop bag in one of my check-in suitcase which I completely don't understand.

Then later when I reached gate they were saying to deposit the cabin bag as well because of space in the aircraft . At that point of time asked the agent why I was not allowed to bring the laptop bag when all other passengers have two items with them at which she said sorry.

I can submit the excess baggage fees slip if required.

Flight QR866 (Doha -Penang) 10 November 2019
Seat No: 28E and 28F

With reference to the above flight I wish to bring to your kind attention the following grievances :

1. Seat No: 28E - This seat could not be reclined. After take off I endured seating in an upright position until the first meal was served. After that I could not take it ( I am 5ft 10 Inches tall) and I had to ask the steward for help. After pushing and pulling he managed to recline it. The manoeuvre had to be repeated for the next meal and for landing. The flight was full and seats couldn't be exchanged.

2. My wife and I were the last to receive our meals. The provided us with salad, bun and dessert but they had no main course to serve us as everything was finished. They offered us extra buns as replacement which we refused. They said Business Class too had no meals left and they tried to get something for us. My neighbouring two passengers got children's burgers. They managed to get 2 tasteless omelettes for us.

We did not expect that for a full fare paying passenger on a World Class Airline to face such shortcomings which spoilt our travel on this flight.

We do not blame the Crew who did their best for us and served us courteously and politely. We blame the Management of Qatar Airlines.

Joseph Lourdes Salais
12 Jalan Delima
Bagan Ajam
13000 Butterworth
Penang
Malaysia

Tel: +[protected]/ +[protected]

I (Mr Nitin Chaudhari) traveled with my wife (Mrs Radha Chaudhari) from Boston to Doha on 5th November 2019 by Business Class-Flight No QR 744. Our seat nos were 11E and 11F.
After 2 hours of take off when we tried to push back the seat for bed mode the seat got jammed and the electronic console switched off. Due to this we could not operate any of the seat related functions. Also my purse which was kept near the leg space got stuck and the contents such as passports, onward journey boarding tickets, my spectacles and Sun glasses was broken to pieces. The inflght crew tried to help and push back the seat but failed in their attempt. We were put into a lot of inconvenience since we were unable to lie down and relax. After many attempts the crew then decided to give us an alternate seat.
We selected QATAR AIRWAYS BUSINESS CLASS to and fro for the long distance travel since its the world's best airline. However we were utterly disappointed with the quality of facility. Needless to say we have not only suffered losses of personal belonging but also could not relax despite travelling Business Class by worlds best airline. My email id is [protected]@gmail and cell phone nos are +91 [protected] / [protected]

I tried to check-in, today 09 november 2019, at tunis - carthage airport, for qatar airways flight 1400 (tunis - doha - johannesburg, round trip), with departure scheduled at 16:05.

At the check-in desk, I was asked for my travel documents, and I provided my national passport + my united nations lp. I have used my unlp to travel to south africa 3 times and have been granted entry. I was referred to the qatar airways representative at the airport. I showed her the entry stamps on my passport. For three long hours, she was trying to get through over the phone to the qatar airways office in johannesburg (south africa) for clearance, but got no response from the office: three hours, with no response, which forced me to miss my flight and a 5-day contract as interpreter for the international investment forum (african development bank). I am writing to claim refund for my lost work opportunity and other ancillary costs.