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Business Profile

Airlines

Qatar Airways

Headquarters

This business is NOT BBB Accredited.

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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: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.

    • Initial Complaint

      Date:02/01/2024

      Type:Customer Service Issues
      Status:
      Unresolved
      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.
      Federal Complaint Regarding Loss of Valuables and Inadequate Support by Qatar Airways I am filing this federal complaint to address the substantial mishandling of my important baggage by Qatar Airways, leading to a significant loss of valuables. The airline has failed to provide adequate support, exacerbating the issue. The mismanagement on the part of Qatar Airways has resulted in the loss of items valued at $14,075. Additionally, the electronic data contained within my laptop and other relevant electronic devices is of inestimable worth. This loss not only includes material possessions but extends to the irreplaceable digital information stored within these devices. Regrettably, ********************** has displayed a consistent lack of responsiveness, prolonging the resolution process. Despite my repeated attempts to seek assistance, the airline has not offered a satisfactory resolution or a timeline for addressing my concerns. This prolonged delay is causing undue distress and financial burden. I am disappointed with the continuous refusal of Qatar Airways to acknowledge and adequately address the repercussions of their mistake. This federal complaint is a formal appeal for intervention and resolution, urging appropriate authorities to investigate the matter and ensure a just and timely restitution for the losses incurred. I trust that your prompt attention to this matter will facilitate a swift resolution and prevent further inconvenience for other fellow Americans by Qatar Airways. Qatar Airways Complaints Department Fax Number:**************

      Business Response

      Date: 02/02/2024

      We do not handle cases via the BBB portal.  Customer is encouraged to follow-up with ************* directly or the staff in ******.

      Customer Answer

      Date: 02/03/2024

      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]

       The Qatar Airwa ******, ******** office  is irrelevant here. My luggage was handed over to Qatar Airways team at *********** in ************** 

      The lost of Luggage by Qatar Airways is a liability that must be readily acknowledged and dealt promptly. Not only financially but also morally and ethically. 

      Further legal action will be taken against Qatar Airlines for loss of luggage and electronic data worth more than 100 million dollars. 

      Currently, the report only seeks compensation for the physical damages caused by loss of luggage. In court documents passenger will also seek compensation for loss of electronic data. 

      This complaint should be immediately be resolved by Qatar Airlines executive officers.

      Lastly, Qatar Airlines ******, ******** baggage team has provided no proper support and simply communicated on Qatar airlines platform that luggage items are pilfered such a limited response without an explanation or compensation is unacceptable.

      Qatar Airlines ************* which received the luggage and luxury items is liable. 

      It is Qatar Airlines New York office legal responsibility and obligation to conduct a thorough investigation and to work with its team in Qatar, **** and ******, ********  to determine when and how will Qatar Airways compensate for the losses.

       

       

       

       

       

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


      Sincerely,

      *******




       

    • Initial Complaint

      Date:01/30/2024

      Type:Customer Service Issues
      Status:
      Unresolved
      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 January 1, 2024 I flew with Qatar Airways from **** (Qatar) to ******* (*********). The flight and booking info are the following:Booking reference ****** Flight number ****** Checked-in luggages (two): ******** and ******** When I arrived in *******, I found out both of my luggages got damaged. Refer to the pictures shared with this complaint. On Jan 6, I called Qatar Airways customer support number and was on hold for more than one hour without any response or pick-up. Then I called again on Jan 10 and was able to spoke with customer service agent. The agent told me to proceed further with this issue using WhatsApp. Then I started the communication using WhatsApp (Qatar Airways WhatsApp number **************) to file a complaint and try to get resolution. Since Jan 10, I was told to wait for the next available agent for about a week (yes one week). Then on Jan 18, I got a response from WhatsApp where it said that they will share the details about this issue with their local team in *******. However, until today I have not received any follow-up from Qatar Airways neither from their local office.Therefore, I am filing this complaint through BBB and hoping that I can get proper response and compensation from Qatar Airways regarding my damaged luggages. Each of my luggages costs about $200. My flight started from ********************* (***).

      Business Response

      Date: 01/31/2024

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

      Customer Answer

      Date: 02/01/2024

      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 business (Qatar Airways) does not propose any resolution or compensation at all.  Instead, it requested me to submit another customer complaint through their website.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 02/29/2024

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

       

      Customer Answer

      Date: 03/04/2024

      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:

      I had also submitted my complaint directly to Qatar Airways.  However, there has been no resolution. 

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:01/23/2024

      Type:Billing 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.
      Paid 20 dollars to hold booking, was informed had till 3:00 pm Jan 22,2024 to make payment on the booking hold. Went to complete booking and was not shown anyway to pay for the booking. Called helpline and was told that payment had to be made before 2:00 pm. Told them i was trying since 12:00 pm and was not able to find payment link. Also, no where it says that i have till 2:00 pm to make payment. The representative was extremely rude, did not hear a word i said and just kept saying you had till 2:00 pm.

      Business Response

      Date: 02/07/2024

      Customer is encouraged to write directly to Qatar Airways via our website.  

    • Initial Complaint

      Date:01/17/2024

      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 was in ********* and had a heart attack and was advised in the hospital to do a catherization. I had to cut my trip 3 days short and returned home and did the catherization once arrived at my home town. I had to pay an extra $3,171.60 to be able to change my flight since as per the chat below they told me i can request refund later on by providing the necessary documents. I had a case opened in their system and since then, they have never refunded me. The case number is CAS-************** *****************.Your help is greatly appreciated to get my extra charge back as they don't stand behind their promises. I provided them copies of the doctor ********* at the Hospital in ********* and a stamped and signed form from the hospital in *********. ****** : I'm in ********* now My flight is in 3 days from ******* to *******. I went to the hospital today and had a heart problems back home earlier ms. ** there a way ****** : ** there a way to get back home earlier without paying any fees Agent: Allow me few minutes.****** : Okay *********************** : Without paying any money please ****** : I've already paid double the price to ticket because of the first flight Agent: In such case you may send us the medical documents such as a Doctor's certificate stamped and signed by the medical institution to ********************************** , Once you have sent us the documents you may refer back to us so that we can forward it to our relevant team.****** : Will your relevant team do flight change free?****** : Do you have a. Qatar Airways number in ********* Agent: If the request is approved, we will be able to waive the change and service fee.****** : Number please to call

      Business Response

      Date: 02/02/2024

      We do not respond to cases via BBB channel.  Customer is encouraged to follow-up with ********************** ************* team using the case he registered.

    • Initial Complaint

      Date:01/02/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      During my attempt to check in for the first leg of my flight to ****, I encountered a disconcerting situation with qatar airways staff, specifically with a gentleman named ****. According to ****, he insisted that I needed a Qatari **** to proceed with the check-in process. Lacking the required ****, he unequivocally stated that he could not facilitate my check-in for the flight. Needless to say, he maintained a very firm approach to the matter which to many, shall be perceived as discourteous and unhelpful. I contested the above claim by **** as inaccurate and told him that *********** are eligible for Qatari **** on arrival for 30 days. Despite presenting clear evidence from the ********* ******** of ******* Affairs website, **** adamantly refused to even glance at my phone screen, let alone consider the information. Disregarding my explanations as if they were inconsequential, he proceeded to inquire sternly, "Do you currently possess a **** for Qatar in your passport?" I responded in the negative, to which he retorted, "I can't proceed with your check-in, then." He insisted that I promptly book a flight with a layover in Qatar lasting less than 24 hours to circumvent **** requirements. With the boarding gate set to close in a mere 1.5 hours and the check-in counter closing even earlier, envision the sheer panic that would have ensued me. The gravity of the situation cannot be overstated, as time constraints threatened to disrupt my entire work meeting plans while immensely adding to the cost.

      Business Response

      Date: 01/17/2024

      We do not handle cases via the BBB portal.  Customer is encouraged to write to ********************** directly via our website - 

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

      Customer Answer

      Date: 01/26/2024

      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 issue has not been resolved. Qatar Airways refuses to do so via BBB portal and has asked me to directly reach out to them. I have already done so in the past with them refusing to do anything about it? 

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:01/02/2024

      Type:Product Issues
      Status:
      Unresolved
      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.
      Dec 1 I flew on QATAR airways and had several issues from my bag being delayed for 2 days to my ipad being cracked by your gate agent to the agent being rude and making me leave items behind saying i can only bring one bag. and not my purse. had to buy items because my bag did not arrive for 2 days. the treatment i received was disrespectful and rude. my items damaged..

      Business Response

      Date: 01/17/2024

      We do not handle cases via BBB portal.  Customer is requested to follow-up with our ************* team and to clarify in which city was the ipad damaged and which city was the baggage reported to be delayed.  

      Customer Answer

      Date: 01/19/2024

      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:

      there is no response. they damaged my ipad. they also delayed my luggage for two days i had to buy replacement items. i expect refund and compensation. 

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:12/29/2023

      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.
      The airline had over charge me for my flight I spoke to a supervisor an the issue was resolved. Then the agent got back on the line and said my booking was still pending because I owed taxes ($410.00) well after some back an forth about why. I gave him my card information. I talk to the other people that also booked the trip an found out I didnt owe any money. The agent also charge my card $498.00 instead of $410.00 I contacted my bank the sent a letter. I have been calling them , they said they would do an investigation that was a month ago. This all took place Nov, 22, 2023. Im getting the run around now when I call them. Someone will call you back ****************** they never do.

      Business Response

      Date: 12/29/2023

      We are not members of the BBB and do not respond to claims via BBB portal.  Customer is encouraged to write to us directly via our website *******************************************************************************

    • Initial Complaint

      Date:12/26/2023

      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.
      We flew on Qatar Airways October 13, 2023 from ******* **. Our baggage was lost before arriving to *****. Our trip was a week long and we did not receive our luggage until 2 weeks after arriving home from *****. During the trip their were expenses we made to purchase clothes, shoes, under garments, personal care items and etc to use during out trip. We have charged over $2500 on our credit cards due to this inconvenice and although sending all requested documentation the company claims they haven't received it. They're agent has event responded to the emails with the attached documents but claims she didn't receive the documents. I have asked for alternate contact information and they never provide it, we are only looking to be compensated for the money we needed to used because of their mistake. the company has no accountability at all.

      Business Response

      Date: 12/26/2023

      We do not respond to cases via BBB portal.  Customer is encouraged to write to ********************** directly via our website - *******************************************************************************

    • Initial Complaint

      Date:12/13/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 called the company on November 15th to push my mom's flight that was booked for December 3rd back to November and I mentioned to the agent multiple times that I need my mom back in ***************** before December. We ended up agreeing for the flight on November 27th which my mom would arrive back on the 28th of November. She booked my mom for December 27th and we did not realize until the day of the "flight" on November 27th. I called the company and pushed the flight again which cost me $765 on top of the $150 that I paid on the 15th on top of the original cost of the flight. They stated they would open up an "investigation" after my initial phone call and they have "found" the calls from November 15th. After pushing me around for a week they let me know they listened to the phone call and I confirmed the date. I know I didnt because I mentioned multiple times during the call I need my mom back before December and how is December 27th before December? I asked to be provided the phone recording and they just denied my request. I want to hear the phone call, if I did say that I will be okay paying the fee but it is my right to listen to my OWN recording of a phone call and they denied it.

    Qatar Airways is NOT a BBB Accredited Business.

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