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Business Profile

Airlines

Qatar Airways

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

This profile includes complaints for Qatar Airways's headquarters and its corporate-owned locations. To view all corporate locations, see

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Qatar Airways has 5 locations, listed below.

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    Customer Complaints Summary

    • 409 total complaints in the last 3 years.
    • 125 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My baggage got damage by Qatar Airways and i filed a complained in Qatar but they are not responding at all. Its been 3 months i flew from ********* to *** and i realized my baggage wheel was not there. A case also created on my issue and they asked me for pictures and i provided but didn't get any response further.

      Business Response

      Date: 04/16/2024

      The customer is encouraged to follow-up with ************* by responding to the email they received.

    • Initial Complaint

      Date:04/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My bag has been mishandled and broken the tire has completely broken off the zipper has popped and I have a bunch of missing items. Qatar airways the local office has offered me 45 dollars as compensation when the bag alone was 260 dollars not including all the missing items.

      Business Response

      Date: 04/11/2024

      We are not members of the BBB and do not handle cases via the BBB platform. Passenger' baggage claim was sent to ************** and our local team will contact the customer directly. 

      Customer Answer

      Date: 04/11/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      **********************************




       

      Customer Answer

      Date: 04/29/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      **********************************




       

    • Initial Complaint

      Date:04/08/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I traveled to ***** from *** through Qatar Airways and contents of my luggage were stolen. Some of them were gift items from my family members. I have requested Qatar Airways several time to find those things for me or reimburse me for stolen items. I posted the complaint on ******* and they made several promises to handle my complaint but till date there is no resolution. Their customer service is terrible. I made several phone calls to their office in ** and every time I was assured that somebody will get back to me. I have made several posts on ******* but it hasnt made any difference to them. Why are they being allowed to operate in **. They make false advertising claims of excellent customer service. Also they allow two bags from ***** to ** per their baggage policy on their website. But I was charged $120 at the airport as their officials denied that fact and said I am allowed only one bag.I want BBBs help in getting my money back as my emails and posts havent been answered despite their several promises.So I need to get my money at the earliest. Kindly also suggest another legal route for their negligence.

      Business Response

      Date: 04/11/2024

      We are not members of the BBB and will not discuss cases via this platform.  Customer has been answered via our platform and we regret that we have nothing further to add.

    • Initial Complaint

      Date:04/02/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Qatar Airways booking with 1st connection with Jet Blue Booking reference (PNR) : ****** Eticket : ************** I am emailing you because both Qatar ************ Blue lost my bags. I missed my flight due to Jetblue delay so I could not make my connection but my bags were checked in and sent to ******, ************ per JetBlue. Please see below the Baggage tag numbers given to me by Jet blue (***************** ********** ********** Per Jetblue the bags were sent to the transfer station at *** after which they cannot track them. I have called both Jet Blue and Qatar Airways and both blame each other. They do not allow me to file a lost luggage claim. Its been several days and I keep getting the run around. Either they locate my bags or they allow me to file a lost luggage claim. I am not able to get any resolution to this. Can you help?Thank you ********************* ************

      Business Response

      Date: 04/17/2024

      Customer is encouraged to follow-up with ********************** directly.

      Customer Answer

      Date: 06/21/2024

      Better Business Bureau:

      They found my bags in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *********************



       

    • Initial Complaint

      Date:03/07/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Qatar Airways Executives,I hope this email finds you well. I am writing to bring to your attention a significant issue that I encountered during my recent flights with Qatar Airways.On December 28th, 2023, I travelled from ******* to **** with my two minor children, aged 1.5 and 5 years. Despite preselecting seats 20A and 20B and upgrading to premium economy, we were allocated seats 19C and 20C during check-in, separating my young child from me on the 13.5-hour journey, which is unacceptable. This situation caused unnecessary stress and difficulty, reflecting poorly on Qatar Airways' esteemed reputation for world-class service.Furthermore, my return flight from **** to ******* on February 29th, 2024, was marred by another issue. While seat allocation was not a problem this time, my baggage was mishandled, resulting in it being missing for over 24 hours. It was only returned to me at the 48-hour ***** significantly inconveniencing my travel plans and causing further distress, especially considering that my young children, aged 5 and 1.5, had all their belongings in this luggage. It greatly exacerbated the stress of the situation.These experiences have left me deeply disappointed with Qatar Airways. As a loyal customer, I had always held your airline in high regard, but these recent incidents have shaken my confidence.I urgently request your attention to these matters and kindly ask for your assistance in resolving them promptly. Your intervention and guidance would be greatly appreciated in restoring my trust in Qatar Airways' commitment to excellence.Thank you for your time and understanding. I look forward to your swift response.

      Business Response

      Date: 03/10/2024

      Customer is encouraged to write to us directly via our website *******************************************************************************.

      Claim will not be discussed via BBB portal.

    • Initial Complaint

      Date:03/06/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked an American airlines flight through Qatar airways. I paid for it with miles and cash. American airlines canceled the flight the day of. Qatar owes me a refund of miles and cash. They have been giving me a runaround since January 16th. One agent will tell me they have everything they need and the refund department is reviewing it. The next agent will tell me that they are still looking for information. They will not let me talk to a supervisor. They will not give me an email address to escalate my complaint. I do not know how to get a resolution. They kept asking me for ticket numbers from American airlines that I did not have. Then they told me that they had all the information they needed. I got the ticket numbers from American airlines and provided them. Now I am being told that the information has to come directly from American airlines. I have been waiting over 6 weeks now and Qatar does not ever contact me. I have to go through chat support and explain the entire story to a new agent every few days.

      Business Response

      Date: 03/10/2024

      Claims must be sent to our ************* team via our website.  Nothing found with this customer's email address.  They are encouraged to write to us directly via our website - *******************************************************************************

      Customer Answer

      Date: 03/11/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

      The email address that they have on file is ************************** My Qatar airways privilege number is **********

      Every communication that I have had with them has been through their website using that email address. This is exactly what I am talking about. They are either willingly giving me the runaround or their system is so broken that they don't have a record. I have been contacting them since January 16th. My last contact with them was on March 6th 2024. I received an email from their company of the chat transcript to that same email address.

      I was told in January that they had received confirmation from American airlines that I did not fly. And I was doing a refund and their refund department was working on it. I was told 24 to 48 hours. When I followed up again I was told 14 to 28 business days. I waited longer than 28 business days and followed up again and was told that they were still waiting to hear from American airlines. So every person I talk to is giving me wrong or different information. They will not allow me to escalate this. They will not allow me to speak to a supervisor. They will not allow me to email them any proof from American airlines that I did not fly. It is becoming increasingly frustrating to try to get an answer out of this company for a refund that I am legitimately do.

      I have only ever contacted them through their support. I was calling on the phone but sometimes the phone calls get disconnected and I get no transcript. 

      I have probably contacted them at least eight times through chat support on their website. I do have transcripts of every one of these conversations.

       I'm attaching two screenshots of the chat transcript that was emailed to ************************* on March 6th after my last conversation with support.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      *************************




       

      Customer Answer

      Date: 04/02/2024

      Better Business Bureau:

      I have received a response made by the business in reference to complaint ID ********. I have no idea if it was due to action taken by the better Business bureau but I would think it was more likely due to the fact that I sent a group email to every Qatar airlines email address I could find online and copied American Airlines and included all of the information that I have included in every message since January 16th.

      Within 12 hours they refunded my points and within 2 days they refunded my taxes and fees. I have no idea why it was so difficult to escalate the situation with them and I still find that unacceptable but I did get what I was owed and that is all I was looking for.

       

      Thank you for your help in this matter.

      Sincerely,

      *************************



       


    • Initial Complaint

      Date:02/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid $3988.38 for *************** and Return for 3 people (Myself and my 2 little girls) . Qatar took all money, issued all boarding passes from *** to NGP. Flew us from *******, Stranded us in ****** and did not refund any money at all...not even for the return journey. The customer service is not responding despite follow **** Supervisor was extremely arrogant and rude and made us all cry. Summary: Boarding passes issued and did not ********** onwards Journey-stranded mid way +Supervisor extreme behavior for myself and my 2 little kids led to mental trauma +No refund issued for the journey/journey not allowed to be taken and return journey ********************* is not responding on refund request. Please see details attached.

      Business Response

      Date: 02/29/2024

      Customer will be answered by our ************* team via private channels.

    • Initial Complaint

      Date:02/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Feb 27th, 2024, my credit card was charged for $5492 from Qatar Airways. However, I did not make any bookings with them. When I called the first representative, *******, wanted me to confirm when and how this reservation would have been made. But since I did not make any reservation, I had nothing to provide to him. I asked to speak to the manager, and he refused to pass the call. So I called again, and another person named ***** asked for the confirmation no. Or reservation no. and refused to help because I did not have a reservation ration. to give her. I kept asking if they could trace the funds, but they refused to help me. Now I am losing my $5492. What a scheme these airlines are. Please help me get my money back.

      Business Response

      Date: 02/29/2024

      Customer is encouraged to write directly to Qatar Airways via our website - *******************************************************************************

    • Initial Complaint

      Date:02/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a flight with QAtar airways - *** ****** using USD ******* and ***** AVOIS points. I received an alert from the airline stating last leg of the airline was cancelled and it gave me an option to accept the intenary or request for a full refund. I opted for full refund but they charged me with cancellation fee of USD 162. It was no where mentioned about cancellation fee in the refund option. Its a pure fraud/mistake from QATAR. I want a full refund from the airline as mentioned in their app refund option.I called customer support but they its automated process and they cant help.

      Business Response

      Date: 02/29/2024

      Customer is encouraged to call our ************** for further assistance.  Alternatively they can follow-up with our ************* team.

      We do not resolve cases via BBB portal.

    • Initial Complaint

      Date:02/12/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 13th, 2023 (and after numerous emails), I received an email from ************************************* confirming a refund of $165 refund provided I signed a ******************* document. I signed it under the conditions that I would receive the refund for my seating issue. ********* seemed to be helpful initially, however, I have not received a refund or any adequate response. I have documented all communication, including dates and times of emails sent and received. I have not had any response or any refund since. All I want is the $165.00 refund promised to me. The refund was related to a seating issue and a partial refund of the ticket price was granted.

      Business Response

      Date: 02/29/2024

      Payment is pending from the passenger 's side for his bank details.  The email address he used for his case is different than what he provided BBB.  Customer is encouraged to follow-up directly with ************* team as we do not resolve claims via BBB portal.

    Qatar Airways is NOT a BBB Accredited Business.

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