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:07/05/2023

  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.

  I traveled on Qatar airways from *** to ***** with a transit in Qatar on 6/29. When I put my bags on the counter, the staff member asked me if I had an extra bag which I didnt. She then realized she was wrong and we headed to the gate when I was waiting to board she approached me with her phone to show me a picture of my bag and asked me if it was mine, when I responded and told her it was, she did not believe me. I assured her that I couldnt look in the bag and tell her whats in it to prove it she still didnt believe me she took the tickets I had and came back and assured me that my bags were all on the plane. I asked her if she was 100% sure she said absolutely guaranteed she was. As I expected once I reached my final destination, my bag that she had showed me was missing I filed a report in the airport at the time I have not been able to reach anybody and no one from the airline has reached out to me to resolve this issue. My bag had my medications which at this point I am off of for about six days with other medications as well , Im also leaving this destination in the next four days to another destination. In addition, this bag had every piece of personal belongings I own for my trip, which right now had cost me another charge to go and buy something to wear where I am at the moment. I am beyond disappointed of the performance of this airline specially the negligence to update me with the status of my bag. To my observation my bag was missing the tag that the stuff at the counter did not put on the bag before sending it off to board the plane. I had never thought such a well-known airline to have such a un honorable service and lack of communication.

  Business Response

  Date: 07/06/2023

  Customer's claim was forwarded to the Airport team for handling.  Customer is encouraged to follow-up directly with Qatar Airways ************* by replying to the response received.

  Customer Answer

  Date: 07/09/2023

  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:

  I have not been receiving response from the airline reps. *********** was one email sent to me which I responded to and never heard back. I finally received a call from the airport and had to travel back from another city to retrieve it. Your airline is not responsive to even apologize nor provide compensation for the delay and damages to my luggage. I had to buy personal things and pay for a car to take me  to the airport and back to retrieve the bag, which is a fault of your airline but I had to pay for it.  In all honesty this service is beyond unacceptable. You caused me to struggle in my short period vacation and spent it all finding ways to complain to request my missing bag.  

   

   

   

   

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

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

• Initial Complaint

  Date:06/27/2023

  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.

  Ticketing/Reservation error resulted in a $1500/- extra payment:I had a reservation on Qatar Airways flying from ***** to ************ on April 30. My booking confirmation number is ******. However, due to my 84 year old father's ill-health I had to prepone my (and my parents trip, which was also on Qatar Airways). When I called Qatar Airways on April 15 to change my reservation the person from ticketing with whom I spoke to (*** ******** mentioned that there was a seat available on the April 17 flight for *** *****. She said that she will block my seat while I booked the same online (to avoid paying extra). However, when I checked online that fare was not available and so I informed her of the same. She then apologized saying that she had forgotten to block my seat. As a result, I had to pay *** ******. This was in-addition to the *** ****** that I had originally paid. When I expressed my concern, all I got was a "Sorry that I did not block your reservation". Her tone throughout the call sounded as if she was doing me a favor. So I had to pay *** ****** for a one way ticket from ***** to ************.I then sent Qatar Airways an email ( Case No: CAS-************** ***************** ) regarding the same. However, there was no response for days together. Finally, after repeatedly contacting Qatar Airways on ********* one of their representatives (********************** got back saying that I won't be eligible for any refund. However, there were some gaps in her reply (Looks like she had listened to the recording). When I responded back pointing to the same there was no response again for days together. Again, after repeated follow-*** on ********* I got an email on June 11 saying that Qatar Airways was sorry for the inconvenience caused. This has been a very draining and disappointing experience for me as a first time flyer on Qatar Airways.Can you kindly assist? Thanks for your valuable time and help.

  Business Response

  Date: 06/27/2023

  Customer has been answered and we regret we have nothing further to add

  Customer Answer

  Date: 06/28/2023

  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:

  Qatar Airways has not provided any explanation.

   

   

   

   

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

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

• Initial Complaint

  Date:06/26/2023

  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.

  Date of TRANSACTION April 26 ***** Booking ****** Charge of 350 for Premium Seats - They put me on Low cost airlines Indigo Airline and lost my luggage for 12 days in ***** I travelled 3 times to Airport which cost me 288 dollars in total hiring vehincle to airport from my location in ************ , They did not provide me compensation for my lost luggage of 12 days I had to buy new clothes and toiletries which amount to 370 USD which they have mentioned in ****************** they would not compensate and to ask Indigo for compensation and ****** says ask Qatar Airways . I did not choose Indigo they put me on this flight which i got my legs swelling and was admitted in hospital for 3 days which cost me 115 USD

  Business Response

  Date: 06/26/2023

  Customer has been answered and we regret we have nothing further to add.

• Initial Complaint

  Date:06/22/2023

  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.

  My son and I traveled from ***-Qatar-*********-******** starting on December 25, 2022. When we arrived to ************, we only received his luggage mine did not show up. I filed a complaint with the airport. My luggage was left in Qatar. I did receive my luggage the next day. On our return, we flew back to Qatar and I had to change our flight bc the flight I originally booked with them was oversold/overbooked business class and I did not want to fly back in economy with my 10 year old. I booked another flight which was through British Airways. Once confirmed, I spoke with an agent about getting my luggage. She explained there was no need to do such that Qatar would put my bags on the next flight. She even spoke to a supervisor and she assured me my luggage was being put on my next flight. I returned home on Jan 2. I didnt receive my bags until Jan 22/23. Qatar did not put my bags on my next flight. I have reached out to Qatar Airways several times. They claim they arent responsible for either. Their website states If you incur any expense due to the late delivery of your baggage, we will compensate you ( conditions apply). If the baggage is considered lost, then our compensation will be in accordance with the governed Convention (****** Convention, Montreal Convention) , where applicable. They are responsible and they are not taking accountability. I had to spend more money out of pocket to recover some of my things that were in my luggage when I was without it both ways. I have sent them what they required and they have yet to compensate me for their said policy. Qatar you arent being accountable.

  Business Response

  Date: 06/22/2023

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

• Initial Complaint

  Date:06/20/2023

  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.

  Qatar Airways has failed to issue a refund to me for $1,411.42 for a cancelled fight that was within their refund policy. I have contacted Qatar 10+ times to resolve the issue (including via phone, email and ********* I also received a confirmation of my refund being processed (Refund ID# ******* on May 9, 2023, but they have not sent payment. The original flight to be refunded was booking reference #******* ticket number: **************

  Business Response

  Date: 06/21/2023

  We are not members of BBB and do not handle claims via 3rd party websites or portals. Customer is encouraged to write to ********************** directly via our website - *****************************************************************************

• Initial Complaint

  Date:06/12/2023

  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.

  Hi,I booked a flight from ********* to ******* on March 3, 2023 for my father for a flight on June 10, 2023. It was showing that he is allowed "Piece(s) 2, per piece 32 Kg" in the checked baggage allowance under Passenger details section. I have attached the *** print of the reservation as well. As you can see that is the only information visible about checked baggage on the ticket. It clearly says 32 Kg per piece. At the time of check in at the airport they told my dad that it was a mistake on the ticket and it should have been 23KG and not 32KG. They asked him to either reduce luggage or pay 12K ****** Rupees (Approx $150). That's extortion from a 65 year old man! It was their mistake but instead of owing up their mistake they put a 65 year old man on spot and embarrass him like that as if he was idiot and did not catch your obvious mistake! I called them but their customer care was of no help. Thanks,*********************

  Business Response

  Date: 06/14/2023

  We do not respond to claims via 3rd party websites or portals.  Customer is encouraged to contact ********************** directly.

  Customer Answer

  Date: 06/14/2023

  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:

  Qatar Airways has refused to talk to us though BBB. I have already filed complaint directly with Qatar Airways and have not received any resolution so contacted BBB.

   

   

   

   

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

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

• Initial Complaint

  Date:06/08/2023

  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.

  10th of May 2023 Qatar airline from ****** to ****** Airline checked me in give me a boarding pass and all ,because of over booking in my opinion at the last time of the boarding they refused ** to boarding, When we ask for refund the authorize agent stated that we can not have refund because airline reporting customer no show,wich is totaly lie ,I have my boarding pass and all ************* help me get my refund back ,because of this I had to buy onother airline ticket for my journey, Now a days since carona time all airline and there agent ripping *** customers ,in my case I have purchased the ticket I paid airline had followed all check in ***** ,I followed all airline and government rules, I showed up on there require time still they made a accuse customer no show and try to cheat my money,So please help me get my refund back

  Business Response

  Date: 06/09/2023

  We do not handle cases via 3rd party websites or portals.  Please write directly to Qatar Airways via our website - *****************************************************************************

   

  Customer Answer

  Date: 06/21/2023

  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:

  Sir,
  
  Qatar airways just keep sending me same old response  ,stating that they sorry for any inconvenience, and in a future won't jappen,but they not Manson any thing about refund,so please help
  
  *************; 

   

   

   

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

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

• Initial Complaint

  Date:05/30/2023

  Type:Order 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 purchased what I thought was business class lounge access, since I am flew on May 28, 2023 with my two autistic children and experienced rude, arrogant employees on the first leg of my flight from *** to ****. The staff is incompetent and act like they are better than you, Upon arriving at midnight, I discovered my purchase $148 (paid for May 25, 2023) was for a different lounge. Once again, the staff is arrogant, rude, and disrespectful.***********************

  Business Response

  Date: 06/14/2023

  We do not handle claims via 3rd party websites or portals.  Customer is encouraged to write to us via our website.

  Customer Answer

  Date: 06/29/2023

  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]

   They said they dont handle through third party apps 

   

   

   

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

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

• Initial Complaint

  Date:05/22/2023

  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 recently booked travel on ********* (******** travel agent) to fly from *** to ***** on Mar 30 2023, returning April 9 2023 on the carrier Qatar Airways - ********* charged my citibank credit card (ending ****) $1,569.41 for this flight - A day after i made the booking, I noticed 3 charges on my credit card - one from ********* (legitimate one) and two from Qatar airways - I expected these charges to fall off, but they did not, and within a week, these charges were posted on the credit card. - I immediately called ********* to get the matter resolved. They advised me to ring Qatar since Qatar Airways had charged me. I called Qatar, and was advised by Qatar and they had not charged me at all and that while my reservation showed up on their system, it showed up as a 'travel agent' booking and that i should not be ringing them and only dealing with the travel agent - I was thrown into an endless cycle of getting pushed between ********* and Qatar Airways - with each party telling me to call the other - A point to note also is the fact that I am on my only 7 days of annual vacation, visiting my family after 3 years, when i am spending tensed hours on the phone with travel agent and carrier - Ultimately, Qatar advised me to just dispute the two malicious charges on my credit card since the booking was made directly with a travel agent - After i disputed the charges, ********* told me my flight was suspended by Qatar.- My endless attempts to get my flight un-suspended by Qatar fell invain. My final option was to book a new flight altogether - The credit card company was unable to receive a refund on the duplicate charges from Qatar for both charges (they only cleared one of the two duplicates)- Ultimately, I had to pay ********* $1,569.41 and Qatar $1,569.41 for a flight service that i did not receive. I spent another $1,500 for a new flight. - I expect a full refund of $3,138.82 (2 charges for the flight i didnt fly) as well as the new flight for the pains i took

  Business Response

  Date: 06/06/2023

  Customer is encouraged to write directly to Qatar Airways via our website.  When writing passenger should include more details such as proof of the charge, ticket numbers and booking reference.

  Customer Answer

  Date: 06/26/2023

  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:

  I have written to them and called them over 10 times. I reached out to BBB because they were not responding to my queries. 

   

   

   

   

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

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

  Business Response

  Date: 07/10/2023

  Customer submitted a survey which is handled differently.  He is encouraged to submit a claim via our website - 

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

  Customer Answer

  Date: 07/24/2023

  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 submitted complaints in the past, called Qatar, emailed multiple times, and they have not bothered resolving it. My phone number is *************** and email is ************************ if you would like to reach me directly to resolve the issue. Nothing gives me any confidence that you are truly interested in resolving this issue. 

   

   

   

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

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

• Initial Complaint

  Date:05/16/2023

  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 am writing to file a complaint regarding my denied boarding on flight ***** ***-*** on 2023-01-08 10:30 a.m. (GMT-5). I was traveling from ***-***-HGH, and my second flight ***** DOH-HGH was scheduled for 2023-01-10 00:05 a.m. (GMT+3) / 2023-01-09 04:05 a.m. (GMT-5). As per ******* *****-bound policy (Updated December 26, 2022), travelers are required to take a nucleic acid test within 48 hours before flight departure to *****, and the test result must be negative. (Full description see attachment file Notice_for_*****-bound_Travelers.pdf) I had confirmed this policy through a reply from the Embassy of the ************************** in the State of Qatar (see attachment file EMBASSY_Reply.pdf). I provided a Covid-19 Negative test collected on 2023-01-07 05:02PM EST (see attachment file "ResultLetter_01_07_2023.pdf"), which is within 48 hours before the departure time of the second flight ***** DOH-HGH, taking into account the time difference due to jet lag. However, the airline's staff completely ignored the jet lag calculation, which is not in line with ******* policy and repeatedly stated that "It's your country that doesn't allow you to go back." which I feel is a discriminatory statement based on my citizenship. As a result of Qatar Airways' refusal to allow me to board the initial flight, I was forced to change my travel plans and purchase a new ticket, incurring an additional cost of USD *******. (See attachment file Changed_flight.pdf) This was made even more distressing as my mother was in the *** and I was desperate to see her one last time. Tragically, my mother passed away within 12 hours of my arrival in *****. I strongly believe that the demand by the Qatar Airways staff to ignore the jet lag calculation and their discriminatory behavior towards my citizenship is unacceptable and a violation of my rights as a passenger. I request a full investigation into this matter and refund of the additional cost of $*******.

  Business Response

  Date: 05/17/2023

  Customer has been answered and we regret that we have nothing further to add.

  Customer Answer

  Date: 05/17/2023

  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 received a response from Qatar Airways that I find to be irresponsible and unsatisfactory. The airline has denied boarding despite my full compliance with all government entry requirements, specifically providing a Covid-19 Negative test within the required 48-hour timeframe before the departure time of the flight to *****. Qatar Airways' decision appears to be arbitrary and without any valid basis.

  As a passenger, it is my firm belief that I have fulfilled all necessary requirements as mandated by ******* policy. I have provided the required Covid-19 Negative test result within the stipulated time, accounting for the time difference due to jet lag. However, Qatar Airways has disregarded this important aspect, which is essential for adhering to ******* policy. Moreover, the discriminatory statement made by Qatar Airways based on my citizenship is both unacceptable and a violation of my rights as a passenger.
  
  In light of the above, I kindly request your support and intervention in this matter. I urge you to review the details of my complaint and the response received from Qatar Airways, taking into consideration the evidence I have provided. I firmly stand by my request for a full refund of the additional cost of $4288.80, which I incurred due to Qatar Airways' refusal to board me on the original flight.
  
  I would greatly appreciate any further action that BBB can take to address this issue and ensure that Qatar Airways upholds its obligations to passengers. Additionally, I kindly request your assistance in keeping me updated on any progress made in resolving my complaint.

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

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