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

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

• 

  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

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:09/06/2023

  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 purchased the ticket from *********** on Oct 26,2022 to fly from ***** to *******. The tickets ****** was confirmed by Qatar confirmed the flight from *****-Phoenix. I called Qatar on 9/5/23 to find out why I paid $410 for assigned seats and Qatar had me in row 10 and my husband in row 30. During the call I was advised that the flight from *********** to phoenix was cancelled. I was told to call *********** whom told me that I needed to contact Qatar, Qatar told me no I need to contact booking, I did this I asked for a supervisor at Qatar and **** took the call and advised me of the same thing call booking. I asked **** who had my money Qatar, I asked **** who confirmed my booking Qatar so why am I calling *********** when the reservation is now being serviced by Qatar. No one wants to help with a flight home from *** to ***. As the customer who paid for the confirmed flights she have to play chase the company to assist. I spoke to **** at Qatar before **** who stated he had a flight leaving *********** at 6:45 pm on Sept 26, 2023. I am a week and half away from my trip I never received any correspondence from Qatar that my flight was cancelled, no letter, no email no phone call. When was someone going to tell me when I was on my way home with no flight home. This is extremely poor customer to put the ownership on the customer to resolve their own problems when it was confirmed with Qatar. I was told I could have a next day flight at 6:00am on the 27th when I arrived at *********** at 2:25pm. Are we suppose to sleep at the airport from 2pm to 6am. again poor customer on the part of **********************. This problem has not been resolved I do not have a flight home. The other issue is I paid 410 for seat upgrades and was assigned random seats not sitting with my husband

• Initial Complaint

  Date:08/16/2023

  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.

  My name is ***********************************, on the 3/23/2023, my spouse (*************************) purchased (QATAR Airways/ Lufthansa airline) international airline ticket on 3/23/2023 - round trip from ******* *** - ************* PHC ******* thru ***********.I got to the airport and when it was my turn for check in, i was told to reduce the luggage weight because it was few pounds above limit, and i did and stood back on the line, waiting to be called, but to my surprise the clerk at the counter told me that i can not be checked in and that the gate was closed, after standing for more than two hours and its was still 45 minutes before check in closes, but they refused to check me in, i was crying an the qatar airways manager told me to go home and rebook another ticket. i told him i don't have money to rebook ticket, he walked away. and when i got home and called the booking agency for refund and the agency told me the ticket money has been sent to qatar airways. I called qatar airways / lufthansa airline they told me the money was still with ***********. they continued the run around and i was frustrated and decided to file a claim with my bank, after several weeks Lufthansa / Qatar lied to the bank that the service was provided, the bank FSCU requested that i file a claim complaint with the BBB and till date qatar / lufthansa airline have still not refunded my money. Below is detail information about the airline ticket purchased.Amount paid $1788.99 Qatar airways- booking ref # ****** Lufthansa airline- booking ref # ****** Customer Ref# ************

  Business Response

  Date: 08/16/2023

  Passenger's ticket shows refunded by their travel agency on June 7, 2023.  They are encouraged to follow-up with the travel agency directly.

• Initial Complaint

  Date:07/31/2023

  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.

  I flew with Qatar Airways from ******* to ***** on 6/29/2023 (Flight No ** *** & ** *** , BOOKING No ******* , after I arrived In Amman, I found that my new bag is totally damaged (Brand name: Andare Barcelona), I immediately made claim in ***** Airport baggage claim office where airport agent took multiple pictures of the bag & submitted claim in my behave( Claim No AMM *******) and told me that Qatar Airways will contact me in 10 days to resolve the claim , after > 2 weeks I received email from airline requesting every things I submitted (bag pictures of bags , new claim , actual bag ,,,etc) , I replied to email immediately and I made >10 phone calls and spoke with multiple Qatar Airways agents and received conflicting until day 26 of claim when I was told the claim has been rejected because I did not provide damaged bag , so I went to main office in ***** and gave them the damaged bag, then after more than 31 days, I called them again and they said the claim is approved for only $ 75 because I did not provide them with receipt which I do not have , although I provided them with website where I bought the bag from which show the price is $ 360 (now they are offering 50% discount ) ,and asked them to buy me similar bag instead,the bag is actually new( <8 months old) and it is excellent brand bag , I went again to main Qatar Airways office in ***** and spoke wit area manager (**************************)who was very cooperative and understanding but he told me that he has no influence in determining/adjusting the compensation, I am frequent traveler between North America and Mideast and I used Qatar Airways multiple time and I did not expect such highly reputable airline to refuse to stand for their problem, I am including picture of bag price from website and I am requesting fair compensation or new similar bag , thanks.

  Business Response

  Date: 08/01/2023

  Feedback will be shared with the Airport team who handled the baggage claim.

  Customer Answer

  Date: 08/01/2023

  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:

  please read my compliant carefully , I mentioned that I already spoke with airport team multiple times (> 10 times over phone) and spoke with Qatar Airways manager in person and  they all stated that this the maximum they can do which is not fair at all , it is the sole responsibility of Qatar Airways to buy me exactly similar bag or compensate me for the actual price of the bag that was damaged by Qatar airways ,

  It is enough to wait for more than 33 days for damaged bag caused your airline, please solve the problem ASAP in fair way.

   

   

   

   

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

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

• Initial Complaint

  Date:07/31/2023

  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.

  I flew from ******* to *** on December 29, 2022 via **** in Business Class. When I got to *** my bags were damaged. I promptly reported the damage to the supervisor working at the baggage arrivals and he issued me the Baggage damage report and I have included the reference number above.Since then, I have been following up numerous times on the claim, I have submitted receipts and have patiently waited for this claim to be resolved for me to get the reimbursement. It has been 8 months now and I have still not received anything. I have followed up multiple times with ***************************, *********** Services Agent and I have received nothing.I urge you to expediently resolve this claim, or I will have no other option but to escalate it to regulatory authorities here for my compensation.

  Business Response

  Date: 08/01/2023

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

  Customer Answer

  Date: 08/14/2023

  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 been communicating with the airline for the last 8 months - they say they are working on it but now they have stopped responding. I have submitted receipts and all the documentation but they are not responsive and refusing to pay out.

   

   

   

   

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

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

• Initial Complaint

  Date:07/27/2023

  Type:Sales and Advertising 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.

  While booking the ticket on the Qatar Airways Website one of the options for cancellation was to get refund with 10 % extra as Qatar vouchers or get the money back to account after penalty. I had booked the ticket due to some medical reason and also cancelled the ticket on 07/26 as I am going get the similar treatment here at *** but at different state. While cancelling the ticket I choosed the Vouchers option but now got a mail that as per their policy they can't do that as the ticket had a connecting flight from different carrier. But for me as a customer I did everything from ********************** website and there they gave me voucher option while cancelling. I was taking to their customer care and they don't know how to talk with Customer ?

  Business Response

  Date: 07/28/2023

  The passenger is encouraged to write to us directly via our website- *****************************************************************************

   

• Initial Complaint

  Date:07/26/2023

  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.

  Too many issues on the trip Wife, me and 2 kids travelled from *** to *** (originla plan). They changed final destination as well as the layover stop. The final destination was changed from ****** to ********* which even theri staff at each layover wasn't aware. It caused huge impact To make things worst, all 8 bags were not delivered even after repeated assurance and that too in a new city. And to top it, they never responded or bothered to get in touch. You can imagine the ***************** we had to undergo.I am also attaching a document briefly detailing painful experience on the trip because of which I had no option but to seek refund as they are even now not refunding. I am also seeking fair compensation for 2 broken bags and delay in getting all 8 bags by more than a week. Not to mention stressful time my family went through.Qatar:Booking reference/ confirmation# for Qatar: ****** ** **** *** **** Alaska Airlines ****** (###-###-####***** *** *** (******) - June 16 2022 ***** SEA DOH (Qatar) - June 16 2022 QR534 DOH *** (Qatar) - June 17 2022 Bags (********* ********* ********* ********* ********* ********* ********* ********* have not arrived on your flight. CAS-************** CRM:************* File Reference: ********** / SHAH Baggage Status: *******7-Under tracing,*******4-Under tracing,********-Under tracing*********-Under tracing,********-Under tracing,*******8-Under tracing,*******6-Under tracing,*******5-Under tracing Even after patiently waiting, tweeting and emailing or calling no resolution or response hasn't helped. So now I seek below settlement to resolve. Nothing against Qatar as we have loved the airlines, their staff and fleet.

  Business Response

  Date: 07/28/2023

  Customer is encouraged to follow-up with ************* who can escalate their case.  We do not resolve via BBB website.

  Customer Answer

  Date: 08/01/2023

  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]

  My core issue has been them being unreachable. They never responded or even put in an honest effort to resolve. No one responded or mails bounced. Hence had to finally take this BBB route. If Qatar can resolve, nothing better as we've loved the airlines.

  But for that, will love their customer service number/ email which actually responds and truly resolves it. Also, need commitment on timelines and assurance on fair resolution and not fake email or phone which have no authority or never responds. Hope that's decent expectation after an year of patiently waiting to get this sorted.

    

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

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

• Initial Complaint

  Date:07/25/2023

  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.

  Me and my husband of 82 years travelled recently from ******* to *********.*** -**** 9th Jul QR 714. The ******* /**** flight was delayed by 50 mins, to begin with.The subsequent ****-,Blore delayed due to cleaning of plane while wheelchair/ senior travelers had to wait on the ramp!!!Before departure, a ******* came to our seat and asked for our boarding passes 29 F , as it was not scanned. I gave the passes ********* with 4 baggage tags stuck on reverse. I was told he would bring back the pass. However, a flight hostess brought back only 1 boarding pass 29F while the other with baggage tags were not returned. Being anxious for the baggage tags my spouse *************************************** went several times to the staff requesting for the same to no avail. Being stressed, my spouse aged 82yrs, demanded to see the chief ****** to sort this issue. the ****** n the male ******* came to our seats assuring that all is well handing over the 4 baggage tags n claiming that he printed a Business class boarding pass in lieu of the 29G pass.( copy attached) We took the same, happy for the tags without checking them..On arrival at Blore Airport, before the Immigration counter, we realized that the boarding pass had a different name - ****** NOT **********! This caused us terrible distress, so we had to explain to the Immigration Officer our predicament. The incident was traumatizing and my aged husband's blood pressure was accelerated and this single incident gave us immense worry and distress. We would like our fares returned due to this negligent and dismissive attitude to aged travelers.The chief ****** on Qatar 572 bluffed and committed this action, causing so much stress to us seniors. Please ensure that in future such incidents do NOT happen.. we are deeply perturbed n hesitate to use your services in the future.Awaiting your response to enquire into this matter.***************************** ************** # ********* ***************************************** ************** # *********

  Business Response

  Date: 07/25/2023

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

  Claims are not handled nor answered via 3rd party sites such as BBB.

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising 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.

  Deceptive practice by airlines:(1) On Mar 4, 2023, I bought a ticket to fly roundtrip *** to ***, Qatar Airways, and dates Oct 25 - Nov 13, 2023. All evidence is in 10** series of files attached.(2) On Jul 20, 2023, I was notified that my ticket is cancelled with no recourse to alternative flights. All evidence is in 20** series of files attached.(3) On Jul 23, 2023, I noticed that the itinerary from (1) is still available for purchase from Qatar Airways, but at a higher price than what I bought in (1). All evidence is in 30** series of files attached.Clearly this is deceptive practice by the airlines. They have customers willing to pay higher price so they cancel my ticket leaving me hanging. Not fair.

  Business Response

  Date: 07/25/2023

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

  Customer Answer

  Date: 07/26/2023

  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 do not need encouragement to send feedback on a platform the business wants at ***************************************************************************** I have done my part. The business has everything from BBB to respond. If they do not wish to, please close this case as unresponsive business.

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

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

• Initial Complaint

  Date:07/24/2023

  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.

  Was charged twice for the same flight. Refund was never issued

  Business Response

  Date: 07/25/2023

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

  We do not handle or answer claims via 3rd party sites such as BBB.

  Customer Answer

  Date: 07/28/2023

  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:They refuse to answer the complaint 

   

   

   

   

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

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

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Case number assigned by: CAS-*******-D6H7V9 Flight Locator Number: ****** 05/31/2023 Incident occurrence on flight day *******- **** (See Attachment)05/25/2023 Purchased seat for $145.20 (claimed $169 in error) (See Attachment)11/19/2023 Ticket Purchase (See Attachment)01/24/2023 Ticket Change Purchase (See Attachment)June 4, 2023 requested a refund on the paid seat $145.20 Wrote on June 15 again no reply. (See Attachment) May 31, 2023 - I flew on Qatar Airways from *******, ********* to *******, **, *** with a stop in ****, Qatar. When I arrived in **** the plane parked close to the terminal. A staircase was brought and attached to the plane for the passengers to disembark. The staircase was not aligned properly to the plane. It had rained and the staircase was wet. There was ridge that was curved and a semi circular When I stepped out I didn't realize there was slight step down. I fell and as I tried to straighten myself, I kept slipping in the wet semi circular ledge and sprained my ankle severely and fingers bruised and bleeding (Photos attached). There were no signs or warning verbal or written of the slippery surfaces. I was under the care of a Podiatrist (MD) for more than a month so I could walk normally again. When I arrived in **** I went straight to the ******************** on ********************** and they were kind enough to call the Airport First Aid. They treated me with ice and bandaged me. As a result of the injury I was not allowed to sit on the seat that I had purchased. They PROMISED me a refund because it was not my fault for falling disembarking the plane. However, to date, I have not received a note of compassion from Qatar or acknowledging any errors. I've been flying with them over 10 years and it irks me to see such inhumane and inconsiderate behavior. I would like to have a refund on the seat I was not able to use AND/OR a reasonable compensation for my agony.

  Business Response

  Date: 07/17/2023

  Customer has written directly to our ************* team and will be answered via private channels.

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved temporarily.  If I do not receive a response within a month I will file a another report with the Better Business Bureau for a resolution. Thanks for your help.
  
  Sincerely,
  
  ***********************