Qatar Airways
Reviews and Complaints

Since Oct. 31st I have been in a never-ending saga of seeking a cancellation fee waiver due to a doctor-verified 8 week travel restriction without any Qatar staff person resolving the situation.

First, I had to send 3 emails on Oct. 31, Nov. 3 & Nov. 20th to [protected]@qatarairways.com.qa as well as to send 3 faxes at [protected] on those same dates, PLUS file a complaint with the BBB in order to get Qatar staff to respond to my requests.

Unfortunately since the response, Qatar staff’s mistreatment has worsened instead of improving!

After various exchanges, via November 23, 2022 at 7:00 PM email Qatar denied my cancellation fee waiver request because “Tticket number is missing from the request form. Total of 3 passengers on the PNR – no kinship proof attached for refund of all three tickets. As per doctor’s note dated 31Oct22 passenger travel restriction is not indefinite. They had been advised to avoid travel for 8 weeks. The ticket is good for a year to reschedule dates” (direct quote).

I responded via November 25, 2022 at 3:18 PM email seeking denial reconsideration while explaining in great detail why Qatar’s denial bases were unfounded.

After extensive back and forth, Qatar emailed me on December 2, 2022 at 5:06 PM again denying my request based on groundless unsubstantiated claims. Qatar went as far as accusing me of having “traveled in November” (direct quote). Not only is this statement 100% fantasy- based, but it’s also another pre-text for outright denials. Actually, the repeated denials by Qatar have all contained unfounded & unverified statements, none which apply to the facts of my situation. That’s indicative of the denials being of a pre-textual nature. It is also indicative of a disingenuous disinterest by Qatar staff to try & minimally understand my situation in order to be able to satisfactorily service me in a way that is factually based & also meets my medical needs.

I hope some type of resolution may be reached without having to resort to filing complaints with federal agencies.

I was unable to attach PDF documentary verifications of the above. Can you please provide an email for me to send such?

Booking reference (PNR) - PA6OAK

Dear Sir

When I booked these flights back in July 2022 all flights were advertised with Q Suites. Then from October 2022 the aircraft started to be changed and therefore 3 of the 4 flights I booked had no Q Suites. The main reason for booking with Qatar Airways to experience this well advertised and reported business class.

One is sure that in the terms and conditions you can make changes for "operational" requirements and also offer change of date or cancellation which is not normally accepted when dates etc have already been set.

It is wrong to advertise and take away after booking and payment made.

I am very dissapointed and after returning to your airline which was ongoing used between 2007 and 2009.

There was no compensation offer for a degrade in business class which seems to send a message for any future use of your airline.

Rgds

Neil M. Swain

I have been trying to get a formal response from QATAR re this issue for months. Aside from automated replies nothing,

Document Number: 157 [protected] and Document Number: 157 [protected] currently expired.

I point out that Travel restrictions were still in place in Australia when the voucher expired.

I in fact had cancer and underwent surgery in early 2022 which I can prove and did not even consider travel until I had navigated this issue.

I also knew I could only book a certain period in advance and we were planning travel in 2023 May, when I would have fully recovered.

I have been in touch with the Australian call centre that originally proved helpful suggesting that an email to the address provided would most likely secure and extension to the voucher so once the email was sent I was not particularly concerned.

Subsequently on contacting them again they then said they would send emails on my behalf but then weeks later when I enquired they simply stated there was nothing they could do, I have sent several emails to the email address they provided and aside from the automated response there has been no other response.

I note that no reminders were ever issued by QATAR as to the approaching Expiry Date and in my view a full refund should have been issue. In Australia there is a principle of no service / no fee.

While COVID Travel restrictions were progressively relaxed during 2022 having had cancer (my wife has also got health issues) I remained cautious re travel during early 2022.

Frankly I am highly disappointed that the world’s "best" airline has been so unhelpful. I intend to approach the Ombudsman to make formal complaints and take it where ever I can.

As a retired person a couple of thousand dollars is a big issue.

July 2022 Response to email [protected]@qatarairways..

Dear Customer,

Thank you for contacting Qatar Airways Customer Care.

This automated response confirms receipt of your email. One of our team members will review your comments and will revert to you in due course.

However, your message may require further input and review from other departments, and this may delay our response. Please be assured that we will respond to your message.

You are encouraged to provide us with your booking reference, e-ticket number or any other information related to your concerns for quicker handling, if this information has not been provided earlier.

In the meantime, you may please take note of your case reference: CAS-2036963-G0Q0Y1 assigned to your correspondence.

Kind regards,

Qatar Airways Customer Care Team

Qatar Airways - Going Places Together

Aug 2022 to customer care

Hi,

Has there been an update on this issue. I am waiting to book flights and cannot do so until the issue is resolved.

Further email Sep 2023

HI,

No one has responded to my email re Document Number: 157 [protected] and Document Number: 157 [protected] which were granted due to covid travel restrictions, these Vouchers expired and I requested an extension. I underwent Cancer surgery which I can prove and was unable to use within the time frame.

If it is not possible to extend these vouchers please refund me my money. I have made several requests both through the Telephone Help Desk and this email, I was assured by your telephone help desk on the last occasion that someone would contact me and this has not happened.

I am very frustrated and disappointed and you will leave me no option but to take this matter to the Ombudsman here in Australia and any other avenue available to me.

During Covid for a return flight from Pakistan to Melbourne I was off boarded from the airplane.

The staff had a personal vendetta against me and made an issue over my hand luggage being over-weight at the entrance of the airplane. This staff member was working at the check in counter and obviously had come onto the plane specifically to stop me. I admit I lost my cool and kicked my bags in frustration. My luggage was taken off the plane, delaying the plane for all passengers and I was asked to get off.

For this my refund for the ticket has never been issued by Qatar Airways, this was over 2 years ago and despite asking and following up continuously there has been no response regarding the refund.

A number of phone calls have been made in which I'm told that the only way to follow up on this issue is to email [protected]@qatarairways.com.qa. Countless emails have been sent and no response has been received for even one email.

Booked seats as flights were Q-suites and didn’t want to sit that close to a stranger .

Qatar then changed all the flights to non Q-suites .

Called and sad I would not have hundreds of pounds to book normal seats - so he cancelled all seats and said he would refund .

They are now saying the seats are non refundable . So they cancelled my seats and kept the money !

They keep saying they will

Look into - but nothing . This started 3 months ago !

They are thieves !

Hello

I am trying to contact your customer support centre as I keep losing my Qpoints and my Avios points.

In 2019 I purchased a return flight for 2020 Booking Ref: QZAOBW

This became a Credit Voucher # 157 [protected] due to Covid and our restrictions from flying out of Australia.

Used the voucher for this year to fly Booking Ref: T63H7S.

I called your office on my return as I noticed my points were showing ZERO.

Your customer consultant told me that I only had my membership number registered for my return flight and not my forward flight?

So she only credited me my points for return flight AVIOS 4,765 saying I should use my app to do my booking.

I did tell her that I booked my original flight on line and how can I only put my membership no. on my return flight when the whole trip was booked together and secondly the voucher was booked through your office so they should have known to add this to both trips.

Unfortunately your consultant did not understand what I was trying to tell her.

I have lost my point for my 2019 return trip and now it looks like I have lost some of points for this trip.

In terms of my Q points I cant seem to accrue them as they keep being removed from my app.

Can someone PLEASE assist me with this as I am trying to book my flight for 2023 and I would like to use my points before I lose them again.

Regards

Kathy.

I arrived in Seattle on a very long flight from Melbourne, Australia on November 5th (QR719 (ticket number [protected]). Found the suitcase I brought my things in was badly damaged (bag tag number [protected]). I immediately went to the Qatar ticket counter and spoke with the personnel there. The person took all the information including a damaged baggage form I filled out. She also took photos of the damaged baggage for the claim. She said she would put this in the system and that I will receive an email regarding the claim. Up to date, I have not received any communication from you. I have all the photos etc. that I can share with you if necessary.

Can you please let me know how I can get this resolved. I am seeking compensation for the damaged suitcase.

Champika Samarawickrama

[protected]@hotmail.com

+[protected]

18430 NE 133rd STreet, Woodinville WA 98072 USA

Dreadful service with no inflight entertainment

A flight attendant dropped a rucksack from an overhead locker on me while seated. No apology or even acknowledgment. I later noticed a cut on my head. Dreadful same inedible foods at every meal. Attendants ignore any economy passenger requests. No inflight entertainment in economy class for seven-hour flight in 2022 is hard to believe. The tiny screens were so old that nobody, including staff, could operate them, or even switch them on. I declined to use the return flight. Apart from a case reference number, no response from complaints department for four weeks now. Despite all the advertising, it was an absolutely dreadful experience.

I informed Qatar that I would not be using the return journey. No responses.

Brendan A. Linane

Ref. JESBZA

Tue 4th October LHR - DOHA 21-40 pm QR16 SEAT 38C

Wed 5th October DOHA - BKK 08-05 am QR832 SEAT 21A

Return Dates:

18th October BKK - DOHA 19-25 pm QR831

19th October DOHA - LHR 01-20 am QR11

We had a flight booked on 25/10 from Yerevan to Kathmandu for myself and 2 children, booking #M4VAKO.

Qatar Yerevan checked us in, took bags, gave boarding passes, then at last minute said we can't fly as we can't get a Tourist Visa on arrival for my daughter who was travelling on an emergency passport (as her 5yr expires in Jan and need 6mths validity to enter Nepal).

We tried insisting that it is possible (as we had lived in nepal for many years) but they didn't allow and sent us home. Despite checking in, Qatar recorded it as a No Show and hence charged us the penalty.

This is an error on Qatars part, as we are in fact allowed to, as was proven when we flew the following week on 3/11 JOIXWY with Qatar to KTM, with the same emergency passport, and had no trouble at all getting the Visa on arrival as we informed at check-in. Qatar also admitted when we actually flew the following week that it is not written anywhere that we could NOT get a Visa on arrival - they just couldn't find anything that said we can so decided not to allow.

Qatar's error here not only lost us the No Show Fee but we had to rebook flights, and we also lost $263 by having to cancel our AirBnb Booking.

So we would like to request reimbursement please, as this was the error of Qatar not allowing us to fly on 25/10 not ours.

I hope for a prompt response on email [protected]@scai.org.au.

Thank you very much for your help.

Emma Taylor +[protected] (Nepal)

On 10/28 my flight from LAX was cancelled and I paid $300 in total for seats on that flight. On 10/29 I was rebooked, and the ticket counter told me to call the 877 number to get a refund on those seats as they could not assign them. I then paid ANOTHER $300 for the seats on the flight I was rebooked on. On 10/29 while waiting for departure I called the 877 number provided and was told I would receive a refund in 7-10 days. On 11/18 I called the 877 number as I still have not received my refund. After one hour on the phone the representative informs me there is nothing she can do, and I will not be getting a refund due to the policy of that being a nonrefundable item. Due to the fact this was an involuntary change the airline is to refund the monies paid. I've spent now a few hours on this as well as spoke to over 4 people all of which, but one told me I would get a refund, why am i getting the runaround?

My name is felora hajizadeh I had confirmed the ticket with airline refererencelujw5qi ticket no1575047254350 ur air line I had complete documents for entrance and was there 15 min before there theysearching the passports15 min before gate opened and when sea my passport a man called somebody and talked about irani passport and they dont let me to go and shout at me they send some email tooman air I called oman air and they confirmed no email was send they sold ma another ticket and sold my confirmed ticket to another one next day I entered oman with same document I had more than 1000 omr lost and u defraud me and didnt replied my calls im going to my lawyer and complaint of defrauding me and if u pay my lost I think about do do or not

Best, Qatar

Me and my wife have already flown several times with Qatar from Brussels to Bangkok and back. We are actually satisfied with your services.

But it has to be from my heart that we did not like the last flight from Bangkok to Brussels.

We had a flight to Brussels on 7 September 2022 at 20.25h.

Flight data: from BKK QR833 and in Doha on 8 September 2022 at 1.50 h QR195,

Booking ReferenceTQW4ZK — Ticket Numbers 157-[protected] & 157-[protected].

The flight from BKK is then abandoned by thunderstorms and what went around: a problem with the aircraft.

But good 5 hours later we left for Doha.

In Doha, of course, it turned out what was to be expected. The aircraft to Brussels had already departed.

But well after a long wait and a long queue we got a flight to Oslo.

To fly from there to Brussels.

This aircraft left an hour later, so that we had to wait in Oslo for barely an hour transfer (an unknown airport for us) to catch our next flight.

There was a huge crowd at the immigration counters.

We then had to report to the baggage counter that our luggage must be transferred.

We were just in time for boarding.

When we arrived in Brussels, it turned out that our luggage had not come with us.

We still had to register our missing luggage in Brussels airport.

Two days later the luggage was finally delivered to our home address.

Despite the long flight and waiting times in the airport, they were home 12 hours later.

Hopefully this will continue to be a one-off event.

The reception in Doha was not really perfectly chaotic anymore.

A small shelter in Oslo would also have been in order.

This does not alter the fact that we will probably use Qatar flights again.

With kind regards,

Zakeriesen Tawong

[protected]@hotmail.com

Good Day,

I have been on QR1187 and QR1367 on 3 November 2022. upon boarding my flight all my luggage was checked in. On arrival at King Shaka International Airport I received my luggage that had been checked in and was told that my zam Zam water had been left in Jeddah International Airport. I was extremely upset as it is custom for us to bring back this water and for family members to drink it. The lady at the counter told me that I must not stress and my water will defnitely be delivered to me on Monday 7 November 2022. on Sunday, 6 November I had a call from Kind Shaka International Airport telling me that my 1 x 5l zam Zam water will be delivered the next day and the remainder 4 x 5l will be delivered on Tuesday. I still agreed to it. Today I had a call at 6.30pm from a person named simpiwe which I think was lie as it was a female, she was totally arrogant and rude woman and insisting that she cannot assist me in delivering the 4 x 5l water to me. I must make my own arrangements to come and fetch it. Upon telling her several times I cannot fetch it and it was not my fault that Qatar did not put in my water which was part of my luggage so it is Defnitely not my fault so I will not take responsibility to come all the way to collect it will as Qatar has vehicles for delivery. Patethic customer service from this woman. Now she says to me the was no file opened so she cannot assist me in delivering my water. I then asked her why was a file not opened she could not answer the question. That also is not my fault. Whatever documents I received at the airport I signed it and was assured I will get my water delivered. I want some assistance in this regard as soon as possible.

Reeza Khader

[protected]

I was travelling on the above flight. I was approached by a member of cabin crew and asked if I would move my seat. I refused as I had booked my seat and paid for it. I saw a lady having a conversation with the cabin crew, she had a child who looked to be approximately 3/4 years old. She had been sitting in another passengers seats as she had been allocated seats separate from her child. They then went down the front of the plane. I was then approached by a different cabin crew member and asked the same question as was the gentleman in front of me to which I replied no again. I believe I was asked 3 times in total by different members of staff. I found it very upsetting as I was travelling alone after 3 years and had been in the UK to finalise my mother's affairs as she had died during covid and I couldn't be there.

The plane had started to move and then various members of cabin crew came back with the lady and her child and she appeared to be arguing with them re her seat. Another cabin crew member then came up and told the lady she had to sit down with her child or the Captain would stop the plane and she would be taken off. The mother then looked at me and very rudely said "move". I said "I beg your pardon". I got up and told the mother she was being rude and not to speak to me in that tone again.

The lady and child were now in between myself and another lady. As soon as the plane was in the air she allowed her child to stretch out and she promptly fell asleep. However she was lying across us all with her head on the lady at the window seat and her feet on me. The mother showed no interest in doing anything about it. The lady in the window seat then rung for cabin crew as she was not prepared to continue sitting there with the child lying on her. No-one came after 10 minutes so I got up and went to the galley to find someone. A kind young lady a few rows behind said she was happy to move so the older lady could have a seat without the child lying on her. By the time it was sorted the mother and child had the window and middle seat and the young lady had moved to the middle seat the row in front.

I'm really not happy. At check-in the mother should have never been separated from her child on the flight. You are now asking for payment for seat choices and then still asking people to move to accommodate your errors. I'm also unhappy that the mother who hadn't made sure she was sitting beside her daughter on the flight thought it was acceptable to be extremely rude to me. The cabin crew should also not have been put in this position.

I am flying to Edinburgh next July with my 3 children and to be honest I will seriously be considering flying with another airline.

Good morning,

re our booking 6HFPZL

On check-in at JFK on 29th October 2022 we were forced to have a Covid antigen test when we were only going to be in transit at Doha.

We are a couple in our late seventies and due to health / medical issues we choose (at great sacrifice) to fly Business Class. We decided to transit at the Oryx Hotel at Doha to avoid having to undertake a covid test as we had been travelling for a month including a cruise and thought there would be a possibility of contracting Covid despite being fully vaccinated. We have confirmation in writing from the Oryx hotel that although our transit would be aprox 25 hours that a Covid test was not necessary. Despite having this confirmation on hand at checkin at JFK we were forced to travel to another terminal to obtain the test. As seniors we were virtually pushed out the door of Terminal 8 with our luggage to find our own way to Terminal 1 for this test. We eventually discovered the shuttle bus which we boarded to and from Terminal 1. This was extremely stressful to us both so much so I was concerned about my husband. I thought he was going to have a heart attack. He is 78 years of age and not in the best of health. On returning to the check in counter we were told that we would have to collect our one bag at Doha plus they wouldn't issue us a boarding pass for the Doha to Brisbane leg despite us having also checked in on line. As well to add to the already present stress the line up at immigration and customs was 45 minutes and an absolute debacle. We had to push in front of people to get through customs and we then boarded our flight immediately. A half an hour later and we would have missed our flight. On arrival into Doha we were instructed to go to the business lounge to have our baggage and boarding pass issue attended to. The staff there were wonderful especially Sony who organized everything for us including issuing the boarding pass and re tagging our bag through to Brisbane. Both the staff at the business lounge and the staff at the Oryx hotel advised that we didnt need a covid test to transit. Which was exactly why we decided to transit in the first place. all our flights were wonderful and the staff both on board and in Doha were excellent. We have no complaints there but we feel that due to the incompetence of the Qatar staff at JFK we were put through totally unnecessary stress and expense of undergoing a covid test and because of this we nearly missed our flight. this should not have happened to us especially being a senior couple who had attended to all the required paperwork . I have all the documentation if needed including the reciept for the covid test of $US358 ($580 aud). We respectfully request a refund of this cost for this unnecessary test. Regards, Mike and Helen Horan ([protected]@gmail.com)

Hello,

I made a booking for myself and my wife to fly from Europe to Australia and back. Due to unforeseen reasons, I had to change my flight date home to a later date. However, when my wife arrived at the airport for her (unchanged) flight home. She was informed it no longer existed at all. She then had to buy a new flight with you (via virgin air) for the same flight on the spot.

The agents from Budgetair.be are insisting that it was you, the airline, that cancelled the flight so it is you who needs to cover compensation.

Under Australian consumer law, I am confident we are entitled to compensation covering the cost of the new flight. Can we please organise this.

My airline booking number is JLIQ9W with an E ticket number: [protected]

My name is Pippa Samaya, My wifes name is Tara Jade Samaya and her flight was from Melbourne to Brussels.

My email contact is [protected]@pippasamaya.com

I had a bad experience with Qatar airways during my recent trip to Boston (10/10/22 – 16/10/22)

I had a booking through Q flyer – Ref : 6TGDY8 booking done on 28/06/2022

Adelaide to Doha (10/10/22) and Doha to Boston (11/10) and QR 0915 and QR 0743 – Business - This trip was all good

My return trip booking was: Boston to Doha 16/10: QR 07444 at 22.15 (Business)

Doha to Adelaide on 17/10 QR 0914 (Business) - from Doha at 20.30 reaching Adelaide on 18/10 at 16.55

When I reached Boston airport on 16/10, I was told at the counter that my flight from Doha to Adelaide is overbooked and I was given 2 options

1. Fly economy (13 hours) from Doha to Adelaide

2. 12 hours stay in Doha and then Doha to Melbourne reaching Melbourne on 19/10

I did not receive any information form airline regrading this decision, no apology for the inconvenience and as far as I am aware overbooking is not acceptable as per Australian rule (I made my booking from Australia)

Both options were not acceptable to me and I had to literally wait in the counter for 45 minutes for them to sort out, finally I had to agree for a flight from Doha to Melbourne (3 hour lay over in Doha) and then from Melbourne to Adelaide reaching home around 10 pm on 18/10

This was a new experience for me with my regular travel over the last 15 years (First time with Qatar). Your inflight services are great, but this uncertainty of losing the flight booking based on your criteria (not sure what it is), absolutely no communication or concern for the inconvenience you cause to the customer is appalling

I am a health care worker and has commitment at work, unforeseen circumstances of flight delays are understandable, but changing your customer’s itinery according to your convenience is totally unacceptable

I hope you respond to this concern

Regards

Kavitha Valeriparambath

I had a flight booked from Doha to Canberra on Flight QR988 on the 15th October. When I did the initial search, I knew the flight landed in Melbourne and then I was ticketed on a domestic flight Melbourne to Canberra.

This was the 2nd leg of my journey. The first leg was on flight QR058 from Munich to Doha on the 15th october.

About the 10th of October I received an email saying the flight from Doha to Canberra was cancelled.

I immediately contacted my travel provider (Aunt Betty) who said they would look into it. By the time they got back to me, there were no seats available on any flight for a week after the 15th October.

So, not being able to return from Doha to Australia for over a week, we decided to cancel the entire return journey.

Thus I was forced to purchase a return ticket with Emirates. At such short notice, the price to return to Sydney or Melbourne was $ 4,000 australian dollars.

This is an enormous financial burden.

I can understand the domestic leg of my journey on flight QR988 being cancelled. The Melbourne to Canberra leg. But I can not understand why you did not or were unable to re-ticket me from Doha to Melbourne. I would have been happy with that. Getting back to Melbourne would have been a good result and I could have made my own arrangements to get back to canberra.

But you cancelled the entire return leg forcing me to purchase an alternative ticket with another airline at a huge financial burden as stated above.

AND the exact same thing happened to a work colleague returning to Canberra from London. But in his case he did get back to Melbourne with QATAR airlines and was forced to make his own way back to canberra.

When both of us booked, your web site had us ticketed all the way back to Canberra.

I am still awaiting the refund money for the cancelled return leg and I am informed this refund could take up to 3 months. Another financial burden.

NOT HAPPY WITH QATAR AIRLINES.

My name is

Don Fawcett

18 Midwood Court

Canberra

ACT, Australia

email: [protected]@gmail.com

I recently flew with Qatar Airways. Details for flight as below:

Booking Reference P2AS8Q

Ticket Number 157-[protected]

I asked the air hostess if there wi-fi was reliable and fast enough to work. She advised it was. I then purchased wi-fi, I believe it was $10 for the flight duration. The wi-fi was terrible and not much work was achieved. It's better to be honest and admit the wi-fi is no good than create an expectation.

I booked roundtrip from the USA to Bangladesh. I was told at the time of booking that there would be no fees for changing booking dates within the same class/etc. I had to move the date back and was charged additional $. ok...I'll accept that. But now I'm not allowed to choose a seat...so the agent must've moved me to a lower tier...this is not acceptable. I am a single female flying alone and I need the assurance of a safe seat. I am happy to pay for my choice but am frustrated that privilege was taken away.

Please make this available on my present ticket as it was when I made the original purchase.