Complaints

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

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• 

  Qatar Airways

  350 5th Ave, Suite 7600 New York, NY 10118

• 

  Qatar Airways

  1201 Fannin Street, Suite 131 Houston, TX 77002

• 

  Qatar Airways North America

  1750 Tysons Boulevard, 4th Floor McLean, VA 22102

• 

  Qatar Airways

  1201 Fannin Street, Suite 131 Houston, TX 77002

• 

  Qatar Airways

  1200 Smith St., Ste. 16000 Houston, TX 77002

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.

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 just took a trip from ******* ********** to *****, I had a band new suitcase when I went to ***** and when I return from ***** my suitcase is cracked open on the side.

  Business Response

  Date: 12/01/2023

  To the Attention of the BBB

  We do not accept claims via BBB portal.  Customer is encouraged to write to us directly via our website - *****************************************************************************

  Thank you

• Initial Complaint

  Date:11/15/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  1. February 1, 2023, I booked an paid $2,026.30 with Qatar Airlines for me and my son for a trip to *****. However, our passport did not arrive before the trip.2. On 3/7/2023, I called Qatar Airlines to cancel, however, Qatar Airlines failed to cancel. This can be backed up with Qatar Airlines Call Log.3. 6/17/2023-@ 9:09 AM, I called Qatar Airlines to rebook the flight for a later date and apply the funds from the previous flight. The Qatar Agent ****** told me they will apply the funds to my future travel to call back later 4. Same 6/17/2023 @ 2:25 PM, another Qatar Agent tells me that she can not give me a refund because my ticket was purchased from a 3 Party Agent. I never purchased my ticket from a 3rd -Party Agent 5. The Qatar Airlines Agent switched my tick to a 3rd Party who I have never have any dealing with.6. I called the phone # and 3rd Party Agent the 2nd Qatar Airlines Agent provided to me and I could not get through to anyone.7. Please see uploaded documentation containing a detail analysis, including phone records/history, and my booking information for your reference.8. I have called to resolve this matter to no avail. 9. I have to find money elsewhere to pay for my trip coming up in December *******. I feel this people and not dealing in good faith. I just want my $2026.30 refunded back to me.11. I have tried to resolve this issue with Qatar Airlines and they have not been responsive. You are my last recourse.Sincerely,*******************

  Business Response

  Date: 12/01/2023

  To the Attention of the BBB
  We do not accept claims via BBB portal.  Customer is encouraged to write to us directly via our website - *****************************************************************************
  Thank you

  Customer Answer

  Date: 12/14/2023

  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]

  
  

  • I have attached the claims filed regarding this case including, evidence of how Qatar Airlines Agent changed my original booking to a 3rd-Party Agent and claimed that I booked my ticket through a 3rd Party when I did not they were the ones that changed it to a third Party. (Please refer to the attached fled denoted Qatar A1). 
  •  I have also attached 2 pages of the phone calls to the 3rd Party Agent and they never picked-up the phone.

  
  

  The last enclosed file was the claim documentation I filed against Qatar Airlines to get my money reimbursed. Qatar Airlines will not even give me credit for future travels.  

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  **** *************
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 tried to book an award flight via Qatar Airways on August 27. While I was able to pick seats and pay for the same - the booking did not go through, resulting in the airline incorrectly charging me for seats for which I don't have an active booking.I have been wrongly charged Rs. **** for seats for which I don't have a valid ticket and this needs to be refunded back to my card/account. I have repeatedly reached out to Qatar Airways **************** and they are not providing me the right response and have made me wait for past 2.5 months without a proper resolution.I am providing all the evidence related to the payment which has already been sent from my bank's side and been confirmed twice by my bank a) Bank statement (redacted) from my *********** indicating the deducted amount of Rs **** (Serial #2) b) Screenshot from Qatar Airways confirming seats and payment for the seats, along with the Authorization ID.c) Confirmation from my bank that the payment has been made to Qatar Airways with the Payment ID, Consumer code and Bill reference number d) Confirmation from my bank relationship manager that payment has been made to Qatar Airways with the Transaction Reference number Please provide me with a prompt resolution for this issue.

  Customer Answer

  Date: 12/01/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.
  
  Sincerely,
  
  ***********************************
  

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 September 22nd I took a flight on Qatar Airways from ***. When I arrived at my destination, my ****** that I was force to check in was damaged. Wheels missing, and mental bent. I submitted a luggage damage report form and was told that I would be contacted. It has been over a month and no one has yet to reach out to me and there's no phone number on the form for me to call.

  Business Response

  Date: 11/14/2023

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

  Customer Answer

  Date: 11/15/2023

  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 way of contacting them, via chat, email or phone. The only number available is for booking flights 

   

   

   

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

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 7th October I was to broad qatar Airways to ****** from **** after long series off questions and long wait they denied me my flight ?? to ****** and I have been trying to contact them to refund me my hotel booking but there was no effect or effort till now

  Business Response

  Date: 11/02/2023

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

  Customer Answer

  Date: 11/08/2023

  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]

   

   Thanks  to your respond 
  
  But still saw that qatar Airways documents checker didn't scan my boarding pass 
  REASON WHY I'M SAYING THESE IS BECAUSE WHEN I WAS COMMING BACK HOME THE DOCUMENT CHECKER SCANNED IT PROPERLY 
  SO MY QUESTION IS IF I NEED EXTRA SECURITY CHECK WHY DID MY BROADINGPASS GO THROUGH in evening not on the morning 
  
  
  All I'm asking for qatar Airways is to refund my hotel booking witch I shared on complaint 
  Thank

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:10/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 would like to report incident from flight number ****** and ******. I was accused, maltreated, mentally was abused and financially rubbed $15.000 byyour company with my two underage kids. Instead of helping me to fly and enjoy with my experience with your airline, spending so much money on my ticket, they blacklisted me from flight number ****** and ****** too. for no apparent reason. Seems like that one of your managers decided to abuse her power against me and my 2 underage kids. After they pass my 8 bags for boarding, they start complaining about my carryon luggage in which we had just ice (keep in mind that ice is legal to bring on board) and food and snacks for my kids because they were sick and had allergies and were not allowed to eat your company food. I cooperated with them and I even threw all of the food out and they still blocked/rejected me (along with them blacklisted me without any explanation). I didt disrespect, touch, abuse or use any profound language. If i did where is evidence? I ask security ton reciew comers and they find no evidence. All i did was have a panic attacks and felt very helpless and couldt stop bagging her for letting us to go and had a mental breakdown. i couldt breath and had a nervous breakdown after she told us we cannot fly. This is very normal psychophysiological reactor when you pay so much money , have emergency, have so many begs packed and loose control over your life. I had lot of anxiety because this was an emergency flight due to my father in law having a heart attack in Georgia and we need it to fly as soon as possible. At the same **** my husbands passport was expiring. If we didnt have an emergency, I would not fly with my 2 *********. But from your company, nobody cared. They treat me like a monster and abuse their power agains me. I still went Airport security and they investigated and find no evidences of violence. The manager named ***** was the one who decided to abuse her power and to block me and my underage kids from flight without any explanation or evidence. I was hysterically crying and couldnt stop when your customer service on the phone tried to help me. It was all witnessed by your customer service and documented. I received an email from them outside the conversation. Your customer service was not to much help because I was still blocked from system. He reassured me that they would fire her and i will be able to be refunded money for next flight. But this story seemed too hopeful to believe. My nightmare continued because of the unprofessional approach from your airline. Instead of defending me, your company easily engaged with this managers accusations which there is no evidence. The manager, named *****, was scared to lose her job and made these illegal accusations towards me. She accused me that i pushed her and hit her. That is another level of abuse that I experienced. Falseaccusations that i was violent towards her. I am a psychotherapist, and I have my morals and standards. I never done any violence and specially never used any bad words in front of my kids presence. If I hit or pushed her, why did she never report to the police when they came. And the question is that if i hit or pushed her, the police would arrest me on that same day. To defend myself, I went to your security system to report the problem and to go to security cameras and investigate. After that, i spend 3 hours to your airport security asking them help to re-examined cameras where was no evidence for any confrontation and i was innocent. We went home at 1 am with hungry kids and had no food to eat because she made me to get rid of all of our food and after blocked me in the system. **************** told me they will investigate in 24 hours and in the morning i would be able to buy new ticket. I woke up at 6:30 am on July 9th and you and your customer service on the phone helped me to buy a new ticket with your Airline hoping that you would refund my money back and your company would be very sorry for managers action. But the opposite happened which made me aware how unprofessional your company by letting one manager abuse her power and make me and my underage kids suffer because she just didt like me in personal level. My new second flight was on July 9 and flight number was ******. Instead of you refunding me for the ticket price of *****, you still charged me again *****. And also because of my family emergency situation, I was desperate to fly and i was willing to give you one more chance to fix the damage you done to us. But instead if fixing the issue my nightmare with your company was continued next day. Hanias supervisor named ******* was instead of questioning ****** action and investigating on what happened, she supported her andapproached me on July 9th while I was still standing in check-in line and told me I cannot fly without no explanation or giving me reasons and called the police on me again without any apparent reason. Policy advised me to take you to the court because they are tired of being called by your company every 5 minutes. They mentioned that they are abusing many customers and your company quality is horrible and many other customers are complaining about your airlines. This was from the airport police and they told us this was an ongoing issue from your company abusing customers and many customers complaining. Police advised me to take you to the court because they only way i can find justice to take law suit agains you.I have a lot of evidence including calling your customer service asking for help and getting the silent treatment. I have all the recordings of how your company is not in the position to defend customers on which your company stands on. You are not realizing that if you had no customers yourcompany would not exist. Apparently your managers are easily getting away with abusing they power because nobody cares about their customers right. Me and my kids where abused and traumatized by this experience and relieved nightmare and looked like we came out of a horror movie. We were abused mentally, financially and our physical needs where neglected by food deprivation and loss of our valuable ****. refund all my 2 ticket money so I will be able to take other flight. Flights should be a very enjoyable event and i didnt pay around $15.0000 for my airline tickets and your customer service to create horror movie and drama. You need to reexamine why your customer service look so miserable. I am a psychotherapist (to remind you once again) and can feel peoples energy and mental illnesses because they feel miserable themselves and their misery can easily projected to customers. They look angry and miserable and whole job culture needs to be re-examined. My nightmare with your company started with the first 5 minutes when i entered Qatar airlines registration line and your customer service already treated me with calling the police on me because i just put my bags on the floor and went to look for my lost kids. This was the first 5 minutes experience with your company. Why do they need to abuse customers instead of smiling at them and call the police every 5 minutes and using the polices valuable **** where other population is in desperate need to get help from police your department abusing polices ****. After 10 years of flying with your Ailimes and invested money on your company, it isover even if you give me a free ticket. Refund my money as soon as possible it has been 5 days and i am still waiting. You said that the max **** for investigation was 48 hours. Ill meet you in court. You company doest deserves to spoil peoples vacation and fun ****. I didnt pay ****** dollars for 2 tickets to just being abused by your customers service. Maybe it is **** for your company to re-examine your work. Check your customer service mental health status before you give them power to abuse your customers. Shame on your managers that they dont have any ability to communicate with customers but they have great skills to abused and maltreat them. This isnt a prison, this is an airport. There is no need to be so aggressive and controlling. You dont have even have an emergency phone line to support customers helpless like me. All you have online complains which you have so many complains already nobody cares even responding. I already complained about my relatives flight which i purchased an entire ticket for him. The result after one year of submitting complains was that your company finally responded after one year of complaining andtold me that they are very sorry but couldt help. Thats how your customer service operates with abusing their power and keep calling police as a back up plan to get away with they behavior.Please re-examined they mental capacity when you give them supervisors titles. Otherwise, they will abuse and enjoy with they sense of control. Refund my money as soon as possible. Personally i dont wants to deal with your service anymore as long I will exist. i dont care about blacklisting i never wouldt your service in my entirely life, so will my kids. All i care refund my money for two tickets , which you didt allow to keep because it is rubbery and fraud from your company and after loosing $15.000 i dont have money to fly with your company. issue this money as soon as possible. you can bleak list anybody you wants because you choosing abuse your power but you cannot hold peoples life when they have fligh emergency situation. it is 7th day i am waiting for refund and still not answer. I will file law suit agains you and we will meet you in court. Tel:************..

  Business Response

  Date: 10/12/2023

  Complaints should be sent directly to Qatar Airways via our website

   

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 accidentally bought 2 tickets for my parents because I didnt see an email confirmation from Qatar airlines after buying the 1st ticket (it was in the junk email). So, I bought another ticket, As soon as I realized it I called customer service and cancelled one of the ticket. I have been charged twice by Qatar airlines even though they said multiple times that the extra ticket bought by accident was cancelled. I have talked to customer service many times they keep on saying I will get my refund of $2066 in 28 days. I cancelled the ticket on 08/27/23 and it is 01/10/23 now. It has been way over a month. I asked to talk to the refund team or the supervisor, they keep giving me the run around. I asked for an email that says refund in process but they will not provide me with that too.. I just feel helpless at this time, so hoping to get a resolution through this portal. I even filed a dispute with my CC company since Qatar airlines will not refund me the money that they charged me. I would file for fraud if I could at this time. My flight confirmation number ******

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This is regarding to my flight from *** to ***(flights QR **** and QR ****) on Qatar Airlines dated July 29th, 2023. I booked my tickets with Air Canada due to flight cancellation Air Canada () people gave me this ticket. once the ticket was issued, I checked with the Qatar Airlines team, they said we could do 2 check-in bags and 1 carry-on. Since I have 2 check-in bags on my return flight. I returned to my home and picked up 2 empty bags (which prevented me from buying 2 bags for my return flight which cost me $200 per bag) and returned closer to my flight time. At the time of baggage check-in, Qatar guys said that I could check in only one bag as my ticket was from Air Canada or I needed to pay $251 for each extra bag I checked in, I accepted that and discarded the extra empty check-in bags which I got from my home. After that they said I needed to pay $251 for my carryon bag since they allow either carry-on bags or laptop bag, I asked them to accept Air Canada's baggage policy, but they did not say anything and allowed me to carry my bag to the flight after security checks are completed, at the time of onboarding flight, they did not allow me to onboard without paying $251 for the carryon baggage, they purposefully did that to me before boarding to flight. I request you to work with Qatar Airlines and arrange a refund for my carry-on baggage fee and the cost of the bags that were discarded, Please do the needful and arrange a refund ASAP.

  Business Response

  Date: 09/12/2023

  Qatar Airways is not a member of BBB and we do not respond to cases via this portal.  Customer is encouraged to write to us directly via our website - *****************************************************************************

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 July 30th, 2023, I traveled from ********** to ************* via Qatar Airways flight QR 707, with a stopover in ****. At the airport, I checked in my luggage. I also had a personal itema backpackand a carry-on to take with me into the aircraft. To my astonishment, a staff member from Qatar Airways informed me that there was an additional fee for checking in my carry-on luggage. This was new to me. In my past travel experiences, such a service was always included at no extra charge. Nonetheless, on this occasion, I was asked to pay a sum of $278, an amount that seemed both arbitrary and unexpected.Feeling I had little choice, as it was conveyed that I couldnt board without settling this fee, I complied, paid the due amount, and checked-in my carry-on. I'm writing to formally express my dissatisfaction and to request a complete refund for the charge I believe was unfairly levied by the Qatar Airways representative. I challenge the validity of this fee and am of the opinion that it should not have been a condition for my boarding.

  Business Response

  Date: 09/12/2023

  Qatar Airways is not a member of the BBB and we do not respond to claims via this portal.  Customer is encouraged to write directly to us via our website - *****************************************************************************

• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 ticket through Qatar Airways on the 9th of August. I had a layover in Qatar and final destination in *****. When I arrived in *****, my luggage was not ready or available. Following the airlines instructions, I filed a report and received my luggage few days later. I asked for reimbursement for necessary expenses in line with the airline policy and continue to say that they are looking into the request but not details for how to submit for reimbursement or proper response have been provided until this day. I have followed up three times already.

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.
  
  Sincerely,
  
  *********************