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:05/10/2023

  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 fight QR 729 from *** to *** was redirected and landed in IAG ******* airport due to bad weather in ****** on Nov 4 2022. After landing in the airport we had two wait for around 4 hours to even get our checked in bags due to lack of staff to get the baggage from the plane. Qatar Airways staff had promised for a reimbursement for the expenses incurred by the customer both hotel and transportation expenses included. I have video evidence for that (so do other frustrated passengers who had to wait lengthy hours to just get the baggage back and head home). I had to incur expenses to travel back to ****** by car and overnight stay at hotel in *******. I reached out to Qatar Airways support later and provided receipts of the expenses but other than a generic reply saying that they are looking into it, I was getting radio silence from the other side. Months later I tried to reach out to Qatar Airways support on ******** as before I was told they will work on it but no update after that. Attaching receipt details and my communication with Qatar Airways. Let me know if there is a way to upload the video when Qatar Airways was talking to frustrated passengers promising a refund.Request details CAS-************** CRM:*************

  Business Response

  Date: 05/10/2023

  Customer Should follow-up by responding to the automated message he received.

• Initial Complaint

  Date:05/10/2023

  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.

  Begin forwarded message:From: "**************************" <********************>Subject: (case reference: *********************) ***************** Date: May 6, 2023 at 11:32:10 AM PDT To: Qatar Airways ************* <**************************************************************>, ************************************** ************************************* Cc: ********************************* *********************************** ************************************* "**************************" <********************>GOOD MORNING!!! I would like to follow up on this last email I have sent to report very urgent and disturbing issues with your airlines delivery of service in many aspects. Please refer to the original email I sent which is attached. In addition, the business flight from **** to *** was EXTREMELY UNACCEPTABLE! Here are the reasons:* Original VEGAN meal requested was not uploaded even after it was confirmed via chat with *****. The MANAGEMENT inside the business area attempted to do their best, however, the HEALTHY options were not available and was unable to eat adequately during this LENGTHY flight * Seat 5A did not move in any direction after take off. Ended up moving to 12J and still the same issue. I was unable to seat by the WINDOW in my quiet area. I had to seat in the adjacent business AISLE SEAT near a crying child. * SUPER WIFI did not work on my IPAD THESE latter 3 issues were addressed with on board Management and they were still in shock and embarrassed as there was no true resolution. in general, I have tried to resolve these issues previously addressed via multiple chats and calls, and in person at the ************, but with no follow through as I was often told to email. I will hope to get refunded for the UPGRADE I had to do on my return ticket since it was downgraded to economy and for the other challenges I experienced in particular with deplorable service. I can provide copies of all chats, receipts, emails and will encourage for MANAGEMENT to follow up with all calls and encounters I had with everyone in person in QATAR and at ***. I will be happy to speak to Management to elaborate on this AWFUL experience especially a s a business owner. Please respond via email within the next week. Sincerely *********************************** *************** Begin forwarded message:***** ******************** ******** ******* ************ * ****** ***** ***** *** **** ** ******* ** *** *** ********* *************************************** ************************************ ******************************* ***** **** **** *** *********** ****** ****** ** **** ** *** ********* ***** **** ** ******* ** ************** *** ****** ** ** ** ******** ******** ***** ****** * ******** ******** **** ***** ******* ** ******** **** ********* ***************** * **** ****** **** ******* ***** **** ** ****** * ******* ******* **** ******* *** ******* * ***** **** ** **** ********* ******* ************ ** ******************* **** ******** ** *** ******** **** ** *** ******* ** ***** **** **** *** *********** * ***** *** *** **** ********** ******** *** ** ********* **** ** ******** ******* *** ***** ***** ** * *** ** ****** ****** **** *** ***** ** *** *** ***** ** ** *** **** ***** * ******** **** ****** *** *** ******* * ***************** *** **** *** ******************* ***** * *** ******* *** *** ****** **** * ******* ** *** ******* ** **** ******* *** ****** * *** **** ** **** ** *** **** ***** *** **** **** ***** *** **** ** **** ******** ** ** *** ******* ***** ** ******** **** * ********** *** ******* ** ******* ***** *** ****** *** ****** ***** ** ****** **** *** ***** ** *** *** ****** ** ** ** ** *** ****** ** **** * *** ********* ** *** *** **** ** **** ****** * ******** ***** ******** ** *** ******* ******** *** ****** *** ************ ***** * *** ** *** ******** * ***** ** ********* *** ******** ******* **** *** ****** ** ****** ** *** **** *** ***** *** **** *** **** * ***** ******* ******** ** ** *** *** ********** * **** *** **** *** ***** *** ***** ** ****** **** ******** *** **** ********** ********** *** ********** ** *** *** ****** *** ***** ****** **** * ***** **** ** **** ** *** ***** ***** **** ***** ** ***** ** * ******** ********** ** *********** 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*********** ** ****** *** ** ******* ******* ** *********** * ********** **** *** **** ******** **** ******* ** ***** ******* ******** *** * ****** ***** ** **** ****** ************** ** **** *** ** *** ******* **** *** * *** *** **** **** *** *** **** **** ********** ****** ** **** **** *** **** **** * ******* *** ** ***** *** **** *** ***** ** **** ********* ****** **** ****** ***** ***** *** ********** **** ******* ****** ** **** *** ***** ****** ** **** ** * ******** ***** **** ****** **** ***** ***** ** *** **** ****** ** *** ******* ** ******* *** *** ******** **** *** ********** **** ***** ********* ** **** *** ****** *** *** ***** ************* ** * ******** *** *** ******** ***** ********** ** ***** ***** *** ******* ******* ** **** ** *** ***** ********* ** ******** **** ** *** **** *** ** ***** ** ** ***** **** * ******** ***** ******* ****** ********** ** *** ***** ********** **** ** ******** ***** ***** **** ********* * ****** ***** ** ***** ** **** *** ***** **** *** ****** *** **** ** *** ***** * ******** *** * ****** **** *** *** ********** ***** ********* ** ********* ** ** ***** ** ***** **** **** ******** ***** ****** ******* **** ** ** ***** ******** **** **** ***** **** * **** ******** ***** **** ********* *** *** * ******* ****** **** ****** **** *** *** *** ******** ******** ***** **** ** ********* *** *** *** * ********* ** ** ******* ******* **** *** *** ** ****** ******** *** ****** *** *** *** ****** ** * ******** ****** ** ***** **** ***** ****** *** *** **** ** ****** ******** ******* * ******** *** *** **** ************* *** ******* ******* *** ****** * ************ ****** *** ********* **** **** *** ** ***** * **** ** ********* **** ** ****** ** *** *** ****** **** *** ***** ** **** ****** * **** ** **** *** ******** ** ******** ******** ** ** ******** ** * ******* *** ******* ****** ****** ** ******** ** *** ********** * **** *** ********* * ******** ** * ******** ***** ********* *** *** ***** ***** ******* * **** ********* *** ****** **** *** ****** ** *** ******** ****** *** ******** ***** ******** * ***** ****** *** * ********** ** *********** ** ****** *** ** *** ** * ******** ***** ***** ** * ******** ******** **** **** ***** ******** ***** ********* **** ********* ******* **** ***** **** ********** ** *** ***** **** **** * ***** ********** ** **** *** ** ******* ****** ** ********* **** ** ************* ** *** **** ********* ********************************** ************

  Business Response

  Date: 05/10/2023

  Customer should follow-up by responding to the email he received from Customer Care.  Emails to personal email addresses are not answered.

  Customer Answer

  Date: 05/18/2023

  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]

   Good morning.

   The issue has been addressed over chat before my flight. In person and over the phone while I was transiting in ****; and via email several times. The responses have been generic and disregarded the return trip being downgraded. I've been told the  issue has been escalated but I had to email back upon my return as nothing was done prior to boarding my return flight to ***( to which I had to purchase the upgrade as no resolution to reinstating my business class seat was done). THE last email response I received from ***** *********. The same person who kept on apologizing on her previous emails for my chaotic journey, she stated to reach out to customer service via email. Which it is what I have been doing..... I'm in shock with the amount of disregard toward showing care. Interest or plain service especially toward a business class customer. The email I sent it was forwarded to the main customer service email and others. I hope I get a resolution asap. Thank you. ***************************;

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

   

   

   

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

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

• Initial Complaint

  Date:05/10/2023

  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.

  The issue raised on October 3rd 2022. while i contacted them to book the flights for me and my family from the travel vouchers the sent me in October 11 2020, they vouchers were valid for 2 years, prior completion of 2 years, on October 3rd i called Qatar customer care form my cell phone ********** for asking them to book flights for **, i provide them the voucher numbers but they said these vouchers are not valid while they sent me through their official email. i sent them email and shared the issue but they also said these voucher are no longer valid even i tried to use them before 2 years complete. i have attached the documents which will help you on the resolution of this case. the total value of the claim is $2051.35 Looking forward to hear from you as soon as possible. Thank you ************ Cell phone: **********

  Business Response

  Date: 05/10/2023

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

  Customer Answer

  Date: 05/11/2023

  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 able to use the travel voucher they sent to me. i also have contacted Qatar Airways for the issue but they couldn't resolve my issue, i have provided supported documents]

   

   

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

• Initial Complaint

  Date:05/04/2023

  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.

  Summary: Qatar Airways changed my flight by more than 24 hours. They asked if the new flight was acceptable and, if not, if I wanted a refund. I requested a refund. Part of the flight ticket had been purchased with an existing voucher and part with a credit card to cover additional difference in cost. The credit card amount was refunded the difference in cost, but the voucher amount was not credited and no additional credit card refund was made. I have tried several times to get my refund and have been told for four months that they either dont know what is going on or that it was already credited and I need to find the funds myself. I simply want my refund. I appreciate your help with this process. After several attempts to fix the problem myself, I need your assistance. Full details are provided in the attached documents, with a full explanation of each document in the file titled BBB Qatar Airways Complaint Background Information. Thank you.

  Business Response

  Date: 05/04/2023

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

   

  Customer Answer

  Date: 05/04/2023

  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 accessed the help page you suggested on the Qatar Airways website several times over the last four months. I have not received any help from from the website (chat with agents) or from calling and speaking with an agents. The customer service agents have told me they can't help me and/or to try again for help at a later date. The last two times I was told the situation would be "escalated" but I did not receive any follow-up communication. I have recorded chat sessions in my email demonstrating that the help page does not actually help. It has been more than four months of dismissive and unprofessional response to the issue.   

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

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

• Initial Complaint

  Date:05/01/2023

  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: Jan/22/2023 The amount of money you paid for the business: $4,215 The business committed to provide infant bassinet for the long travel to ***** and back I was traveling to ***** via Qatar airways booked flight tickets for myself, wife, daughter, my 3 month old son. since my son was 3 month old, I requested to have a bassinet. on the way to *****, they told ** that all the bassinets wear taken by other infants. they don't have any bassinet, and it is first come first serve. on the way back to ******, I had tried to check-in online at the 24 hours before departure. the Qatar app would not let me check in online. so, I contacted them in advance so that my son could have an bassinet. they took my request but they did not offer ** bassinet at all. It is approximately 17 hour flight. my son had heat rashes because he slept on our laps. I am very disappointed that they could not offer bassinet, despites I tried so hard and even made phone call. they only give ** false hopes.

  Business Response

  Date: 05/16/2023

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

• Initial Complaint

  Date:04/27/2023

  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.

  I had requested cancellation of my trip on March 25th 2023. Please find the confirmation response from Qatar Airways attached. I responded to the email confirming I wanted to cancel and agreed to the cancellation terms. They did NOT cancel the ticket and instead marked me as a no show. They need to refund me ****** Avios points and over $250.It has taken me 5 calls to service centers, over 4 hours of time on the phone and multiple service requests and this issue is not resolved. They are running me around in circles and refusing to process. The customer call centre tells me the issue has been escalated but the refund department has kept this ticket open.

  Business Response

  Date: 05/12/2023

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

   

  Customer Answer

  Date: 05/12/2023

  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 have not responded to my messages or calls. They have not done right by their customer, so "encouraging" customers to reach out directly hasn't resulted in anything. Qatar customer service is absolutely horrendous and their refund team should be fired! How is their response answering my question or resolving my concern? They need to apologize and send me points to make up for the hours of trouble I have had to go through because of their incomplance.

   

   

   

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

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

• Initial Complaint

  Date:04/26/2023

  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 booked my flight with Qatar airways to ***** in January for me and my family for the 25th of April at 3 pm. On the day of our flight, because of my daughters passport, we were unable to catch the flight. So I call the customer service to change my flight at 10:48 am and at 11:22 am. I was trying to find the best fares and deals for our situation. I am then advised by the agent to go online to find better fares and spare the service fee. So I go online minutes before 12 pm not knowing and not being informed minutes before by the agent that if I dont change my flight before 12 pm , it will be counted as a no show and a penalty will be applied on all 4 of us on top of the change in fares. Online, the system doesnt let me change the flight myself so I have to chat with an agent who ends up calling me to inform me about the no show penalty (*************************). He was great and wanted to help me. What was so frustrating is the lack of flexibility and understanding from Qatar airways system that doesnt allow you to voice your complaint or be transferred to a manager or even be heard about your specific situation.They kept telling me There is nothing they can do, the fee will automatically be applied once I change the flight and once I do that, nothing can be refunded. Even if I do a call investigation or file a complaint on the website. The agents communication skills was also not helping and was making the call taking so much longer in time because of the many repetitions we have to make. They were calm when I wasnt which I appreciated but its the system thats so rigid that makes you feel not heard. We ended up paying another 2,500$ on top of our original flight price because we didnt know about the 3 hours before the flight **** and the no show penalty that seems completely not just. Again, minutes before 12 pm I was not informed by the agent, I was even advised to go online so I did and was then hit by the reality of having to pay so much .

  Business Response

  Date: 05/10/2023

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

  We are not members of BBB and do not handle claims via BBB portal.

  Customer Answer

  Date: 05/26/2023

  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 have already send my complaint on Qatar airwayss website and no one has tried to contact me to resolve my issue. I have requested an investigation to my call with an agent and I havent been emailed back with anything. 

   

   

   

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

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

• Initial Complaint

  Date:04/20/2023

  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.

  I have booked a ticket with Qatar airways on Feb 7th and cancelled within 24 hours as my plans changed. My booking reference number is ******* I called customer support to cancel my ticket as it wasnt showing full refund even though I am trying to cancel it within 24 hours as per the ** fare rules. **************** told that I will be getting a full refund and submitted a refund form on the same day. Here comes the twist, instead of getting ****+, I only got 930+. I called them on 8th Feb about this and they said that it might be a mistake from the refund team please give ** some time as they have to raise an investigation. I called them again on 11th Feb and this time they asked for 2-4 weeks to complete the investigation and find out why I only got $930 instead of a full refund of ****+ or a cancellation refund of ****+. This is all well documented on their end. Now, I gave them enough time and called back again on Mar 31st, this call took away my future business with Qatar. The customer service representative after talking with his manager said that I cancelled my ticket after 24 hours thats why I got a less refund and also it was taken as no show. I was very angry after listening to this and had to use some harsh words because they were telling lies at this moment and is just lazy, incompetent, and doesnt want to agree to their mistake. I asked the representative to look at the dates I called and tell me all of those, at that point he realized that I called well within 24 hours. He apologized and told me that he will be calling back within 48 hours with a resolution. This time he did call me back to tell me again that since I called late it was considered as no show. I had to tell him again the entire story, he asked for some more time and has not called me yet and its been 15 days. I am tired of calling them and staying on the call for an hour every time. I even flew their business class 2 weeks prior to this booking. They just lost me with this.

  Business Response

  Date: 05/04/2023

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

   

• Initial Complaint

  Date:04/20/2023

  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 had an extremely disappointing experience with Qatar Airways on my round-trip flight from ******* (***) to **** (***). Despite upgrading to Business Class solely to sit next to my brother, we were not seated together. Although the representative at the customer service desk guaranteed that if we upgraded to Business Class, we would be seated next to each other, we were disappointed to find out that it was not the case. We tried to talk to someone in person about the situation, but no one could help us, leaving us feeling frustrated. The experience became worse as I was given a seat that faced backwards, causing motion sickness and vomiting throughout the flight. It was unacceptable for Business Class, and I was not informed of this issue. Moreover, the "Super Wi-Fi" promised was unusable and dysfunctional, and the tray table was broken, not locking back into the seat properly, compromising safety during takeoff and landing. It was an unsafe situation. When we returned for our flight back to *******, we were informed of an available Business Class upgrade for an extra $3,307.00 each. After agreeing and giving my card for the upgrade, we were not permitted to sit in Business Class due to the seats being already sold to other passengers. Despite showing our boarding passes and receipts, the supervisor still refused to let ** sit in Business Class, leaving ** with the option to move to Economy or get off the plane. It was embarrassing and humiliating, adding to our frustration.I demand a refund for the three disputed charges at a minimum, which are D-******** for $3,527.00 (December 8th), D-******** for $3,307.69 (December 11th), and D-******** for $3,307.69 (December 11th). Although I could dispute the entire flight cost, I am choosing to dispute only the upgrade charges for my flight to **** and both return flights to *******. Qatar Airways must improve their unethical business practices. I will not be flying with them ever again until they do so.

  Business Response

  Date: 05/04/2023

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

  Customer Answer

  Date: 05/04/2023

  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 already reached out to the business via the means requested in their response, and they have not replied to my emails, phone calls, text messages, online chats, or any method of communication regarding this matter. Which is why I turned to an authority like the Better Business Bureau for help.

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

  
  

• Initial Complaint

  Date:04/19/2023

  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 have Purchased two tickets From *xpedia for my parents coming from ***** to ******* through QATAR AIRWAYS. Since my parents cannot bend their knees for long, I paid extra charge total $330 for both seats in a longer trip, since to have some room to extend their knees is a must. On 02-24-2023 received an email from *xpedia stating Qatar airways is unable to confirm the seats assignment since it may require to be preferred traveler. Despite those seats were available for extra charge for all travelers not only preferred ones. Then I called Qatar airway to cancel the tickets and get refund since it does not feed the purpose I purchased for. I was informed by QATAR AIRWAYs rep those seats are reserved, confirmed and not to worry, and to expect the * ticket emailed confirming the selected seats. On 04-03-2023 received email from QATAR AIRWAYS with the * tickets confirming the selected seats assigned. When my parents arrived on 04-11-2023 and I Observed them barely able to stand or walk, I checked the boarding pass, found seats taken with no room to extend their knees. Next day I called QATAR AIRWAYs Customer relation talked to Himan, she referred me to submit complain online. Submitted complaint online on 04-12-2023. Next day I received email from Qatar Airways stating either have my parents communicate directly to them or have them make letter of authorization to me along with copy of their passport to resolve the issue. On same day, all documents needed emailed To QATAR AIRWAY as requested, and I requested a respond by 04-18-2023. As of today 04-19-2023, no respond received, Thus, I am requesting the full refund for those tickets total of ******** and request additional full amount of the tickets as it is fair compensation for my parents suffering for 16 hours trip, and for my time to call and email with no help, as a results of QATAR AIRWAYS negligence, Total Refund requested of $3,420. Attached all supported documents and emails in orderly fashion.

  Business Response

  Date: 05/04/2023

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