Business Profile

Airlines

Qatar Airways

Headquarters

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Complaints

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

Customer Complaints Summary

409 total complaints in the last 3 years.
125 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/19/2023
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 booked my flight from *********** to Bengalaru roughly five months ago. I spoke chose Qatar airways for the QSuite Business class seats where you dont sit next to anyone so you have privacy and you have fully reclining seats that convert into flat beds. I received notification starting two weeks that they changed the aircraft to a complely lower level of business class where you have no privacy and you sit next to someone else and the seats due not recline fully. They did this because that had not sold enough business class tickets so they changed planes to one that less business class ************** coach seats. The flight is 20 hours long and because I booked the flight so far in advanced and locked in an economical rate I have not alernative in terms of changing flight carriers. So in order to not be stuck I have had to change my flight dates which signficantly iconviences me. I will now leave Saturday night versus Friday night and arrive in ***** on Monday Morning and go straight to work versus arriving on Sunday morning . The airline has been horrible and made me jump through hoops just to change my flight and has done nothing to compensate me for my inconvience. It is extremly frustrating as they essentially did a bait and switch. They should not be allowed to due this to their customers.
Business Response
Date: 05/04/2023
Customer is encouraged to write directly to Qatar Airways ************* team via our website - *****************************************************************************
Initial Complaint
Date:04/18/2023
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.
****** Qatar Airways - confirmation number.Flight Nov 26th 2022 ***** to *** with a layover in ****, Qatar.Baggage Claim # ********** *iled Nov 27th 2022 Attached bag ticket, ittenarary, picture and sales receipt for the bag tht was purchased a day prior to the trip.Reached out to *** ** Office ************ and left numerous voicemails Emailed *************************************. and recieved 0 replies. Reached out to Qatar Airways via the whatsapp method ************ and was insured everytime the matter is forwarded with urgent care for that same ** office to respond to but yet I get no response. It's dragging onto 6 months and all I want them to do is pay for the damage they caused my bag.
Business Response
Date: 05/03/2023
Customer is encouraged to contact ********************** ************* team directly 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:

[Hello
That is a funny response from Qatar Airways, since they have not responded once and when contacting them via chat and whatsapp from that feedback link, I get the same exact response every time. We will expedite this and notify the ** team to respond to you asap. And guess what, they never do.. I hVe copies of all chat transcripts Nd whatsapp conversations if needed.
Thanks
*********************]

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

Sincerely,

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

Business Response
Date: 05/04/2023
We are not members of BBB. We handle claims via our own site and will not discuss cases via BBB portal.
Initial Complaint
Date:04/11/2023
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.
Multiple counts of fraud and misrepresentation by Qatar Airways. I booked a flight with Qatar Airways and expressly paid extra for the benefits of being able to cancel the ticket for a full refund voucher plus 10%. I spoke with several representatives prior to booking the ticket to confirm if there was any "fine print" with booking the "higher" class of business. No representative ever made any comments other than yes if you cancel the ticket you will receive the voucher for the full refund plus 10% of the price you paid for that portion of the ticket at the time of purchase. When purchasing a ticket, Qatar shows the prices the flights going and coming. I experienced a medical emergency and was unable to fly. I contacted Qatar to see what can be done to receive that voucher, I was informed that for a $4000 ticket purchase price I would only be receiving $200. Qatar's excuse was that "prices changed" and "fee's" would be deducted. None of this is outlined on their website nor by any of the representatives. This is intentional fraud and misrepresentation. I demand a FULL refund of the unused portion of my ticket, not a voucher. Furthermore Qatar Airways website OVERCHARGED ME for 3 bags (additional bags) and for 3 weeks were out of communication, informing me that I would receive a voucher when I REQUESTED a refund as this was an oversight on their own website, not by any fault of my own. To date, Qatar Airways has not reached out, I have requested to be contacted by managers or supervisors or to escalate this matter. **************** simply does NOT exist and this airline is engaging in active fraud and theft.
Business Response
Date: 04/11/2023
Customer will be answered by our ************* team.
Customer Answer
Date: 04/12/2023
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:

they never respond

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

Sincerely,

***** ********
Initial Complaint
Date:04/11/2023
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.
Hello. I booked an airline ticket on the Qatarairways.com website on March 30th for $446.90 for travel between *** TO MAA on the 17th of April 2023. I never noticed that Qatar airways offered only 7kgs as carryon weight allowance whereas other airlines like American Airlines, *********** France were offering 18kgs and 14kgs respectively. I asked Qatar to cancel my ticket for a full refund and they are refusing, telling me I would be charged more than $300. I asked to speak to a supervisor which they said they had none. I also read many complaints on the internet about people not receiving refunds from Qatar even after many months. I absolutely can't accept 7kgs as carryon allowance when other airlines are offering me 14+kgs for the similar price. Therefore, I kindly request B.B.B to intervene and escalate this case in this matter and get me a full refund of $446.90 to my original method of payment which was a debit card used through PayPal.
Business Response
Date: 04/11/2023
We have requested for ************* to respond to the customer
Customer Answer
Date: 04/12/2023
I have not received a desired resolution from Qatar airways yet. They are still refusing to refund the full amount I have paid for the ticket or to upgrade me to business class for free so that I would have the 15kg allowance.
Business Response
Date: 04/13/2023
Our ************* team responded and I regret that we have nothing further to add.
Customer Answer
Date: 04/13/2023
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 haven't received a full refund yet.

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

Sincerely,

***** ******
Initial Complaint
Date:04/11/2023
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 am extremely disappointed with Qatar Airways for poor handling of issue with the passenger behind my seat. l was flying from ***, *********** to ******, **** on March 14th. The passenger behind my seat, a heavy set colored man who was a very very disrespected person made my flight very uncomfortable. After 1 hour into the flight I moved the back seat into a comfortable position, something that all the passengers do, specially when your flight is for 16 hours. He violently pushed the seat back and said l want to watch TV comfortably and you can't move the seat. I was lucky that the Qatar hostess was there at that moment and she saw what happened, she warned him that he can't do that and left. This behavior continued for three more time. I asked him politely to stop and he kept ignoring me, finally I went to the supervisor of the flight attendance and complained about his behavior again, but unfortunately they did not do anything. I think it's acceptable in Arab culture to disrespect women, that's why they did not care to protect me from this violent man. The answer was we have warned him and tried to locate him to a different seat, but unfortunately we don't have any seat available. The supervisor told me that she will give me a form to complete regarding my bad experience but couldn't find the form and said you can look in our website for the form. Any other airline would of taken this seriously, because of my fear from this man who had no respect for a women. I guess the women in their culture take the abuse without any complaint, that's why he was behaving like that.
Business Response
Date: 04/11/2023
Customer has been answered and I regret that we have nothing further to add.
Customer Answer
Date: 04/13/2023
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 don't agree.

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

Sincerely,

*******************************
Initial Complaint
Date:04/10/2023
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.
I traveled to/from ***** from/to ******* few months back on Qatar airways (QA) and ******** Airways (AA). I had a great experience except for some luggage related and extra charge issues. I appreciate your kind help (reimbursement) in this regard that goes along with great reputation of QA and AA. Issue 1) I bought one ticket from ********* to ***** in QA. QA webpage mentioned that I can carry 2- pieces of checked baggage for this trip (link is given below). I called and the customer service of QA said same before I left. However, American Airlines, Qatar's partner, my carrier from PNS to *** charged USD ****** for one bag. I tried to reach out to *** and AA customer service later about this unfair charge (2-check in bag is allowed, one ticket for round trip (PNS-CCU) but nothing happened. I was told by QA customer service agents at *************************** (while coming back) that I should claim for reimbursement. I tried to reach out both airlines but nothing happened. I really will appreciate your kind help in this regard. Luggage information of Qatar Airlines: **************************************************************** Issue 2) I didn't want to bring 2 checked in while I am coming back to avoid unwanted charges. Qatar airlines agent at CCU told me that I could have taken 2-check in for no extra charge and extra charge by AA should be reimbursed if I talked to QA. I found that when I received as single checked bag, the zip tight was cut off and the zip was partially open and I lost some items. I lost item of about USD 100. I claimed online ***************** with receipts long back, but nothing happened. I was told via an email that I would be contacted, but it never happened. I summitted all receipt of lost item to QA on their respective webpage.
Business Response
Date: 04/10/2023
Customer can follow-up with ********************** directly via the Airport team or ************* team.
Customer Answer
Date: 04/13/2023
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 were 2 issues.

Issue 1. Extra $100.00 charge for one check in baggage: The ticket was one from PNS to CCU and CCU to PNS. AA is the partner of ** according to the ** webpage. ** has a two checked in bags policy for the trip (*** to ***** and back), a reference link was given before. Still AA charges an extra $100.00. Even ** representatives at airports were surprised about it when I told them in ***** as well as in *******. I sent all documents associated with my claim online at ** respective web page.

Issue 2. Lost important items worth ~ $100.00 while coming back: Submitted document online as above.

For both issues, I filed a complaint with ** online and called a few times @ phone # that were available online. Experience was absolutely terrible. Not only did I have to wait for hours on the phone to talk to someone each time but also the representatives who eventually answered were rude and unhelpful. They didn't even attempt to comprehend the issue and hung up on me. ** online response for issue 1; was just an acknowledgement of my online complaint and for issue 2; I was told (via an email in Feb, 2023) that a representative would contact me. However, that never happened. I contacted AA for issue 1 too, after a long wait, representatives heard me and hung up. Hope ** will consider my issues for a reasonable solution that goes with their reputation as a world-famous ** as an airline. I look forward to hearing from ** through you. Thank you very much

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

Sincerely,

*****************************************
Initial Complaint
Date:04/10/2023
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.
I booked a round trip flight with Qatar airways months in advance of my travel. The flight I selected allowed me to depart from ********* ************ on Sunday April 2nd and return to the ** Monday morning, April 3rd, ensuring that I was able to stay in ********* to attend all of the required sessions for a graduate school trip and still return to the ** in time to work a full day. I booked travel accommodations accordingly, including a night at a hotel for roughly $150. In late February, I received a notice from Qatar airways that notified me that my flight had been changed. I opened the email (screenshot below) and as you can see, there were no visible changes to my flight so I want concerned. Then in preparing for my travel I added the airlines app to my mobile device, logged in, and I see the second leg of my flight is cancelled and I have not been re-booked to a new flight. I called customer service, and asked the reason for the cancellation. They could not provide a reason but did confirm it was not because of weather issues. I asked for my options for rebooking and was told my only options were to leave early, forfeiting the hotel I had booked for Saturday, or leave late, and miss a full day of work, losing out on wages. With little to no option and a very unhelpful customer support, I opted to leave early because I could not afford to take more time off of work. My hotel night was non-refundable, and there were no flight options available that would have gotten me back to the ** on time and the multiple Qatar representatives I spoke with were completely unhelpful, bordering on rude and unresponsive. At minimum, I am requesting that Qatar cover the cost of the hotel night I had to sacrifice since they left me in a position with no other option. I also had to leave my school trip early, missing out on a portion of a very expensive program as a result.
Business Response
Date: 04/10/2023
Customer is encouraged to write directly to Qatar Airways via our website.
Customer Answer
Date: 04/10/2023
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 trying to find a place to submit a request regarding this issue on the Qatar air website. There is not resolution subject that fits this particular request, and every time I input my booking confirmation it rejects it because my booking is past. Please provide an email or way for me to resolve this in a timely way. I have invested hours and hours on the phone with unhelpful representatives. Directing me back to your website is not resolving my issue.

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

Sincerely,

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

Business Response
Date: 04/11/2023
Here is the link - *****************************************************************************
Customer Answer
Date: 04/12/2023
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]

I have submitted the complaint formally through the link you provided. Will keep this open until the issue is fully resolved.

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

Sincerely,

***********************
Initial Complaint
Date:04/06/2023
Type:Product 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.
18 March travel from ***** ****** connect to **** Qatar destination ************* Luggage was damaged and I called and left 30 messages and to date have not received a response.My luggage tag was also missing from my luggage. It was not necessary to break my luggage lock as my suitcase was not locked and if it was, it is a luggage lock authorized by TSA.
Customer Answer
Date: 05/01/2023
Better Business Bureau:

At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.

Sincerely,

*********************
Initial Complaint
Date:04/06/2023
Type:Product 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 flight for Friday, March 31, 2023, flight **** from ***** to ****, flight QR 942 - **** to *********. Booking Reference is ******. I was called by Qatar Airways at 3:21am to inform me that flight **** was delayed and they were changing the flight from **** to *********, to **** to *********, Flight QR 818. It is my understanding that ********* requires a ***** so that was not an option at such a late notice. I booked the flight for my husband. He was at the Qatar Airways counter at the ***** airport and being harassed by your airport team/staff. Specifically, ******************************. Mr. ********* claimed he was communicating with his boss ************. Qatar staff interrogated my husband regarding his trip to ****. My husband was scheduled to switch airlines in ********* to **** Airways, as Qatar Airways does not fly all the way to ****. Mr. ********* claimed he had to obtain approval for my husband to board the flight before reissuing the ticket from ********* to ****. ******* is a **** exempt country for ****. An individual with a ******** passport can stay in **** for up to 120 days. I confirmed with **** Airways that no approval is needed for a ******** passport holder.Qatar Airways, ******************************, and ************ are neither **** immigration officers nor do they have any authority to deny my husband a flight ticket, especially since **** is **** exempt for ******** passport holders. Qatar intentionally misrepresented information to my husband so that he would not be able to board a flight that was already paid for. This is reprehensible and unconscionable conduct by a business. Qatar has caused undue stress, harassing and discriminating against my husband in violation of international law.Qatar needs to rectify this matter immediately with a full refund of $4,564.50 plus damages of $256.95 for the money I lost because I had to cancel the Airbnb booked for ****.
Customer Answer
Date: 05/01/2023
Better Business Bureau:

At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.

Sincerely,

*******************************
Initial Complaint
Date:04/03/2023
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 express my dissatisfaction with the recent handling of my flight reservation and subsequent refund request. I booked a flight with your airline, but due to an unexpected schedule change initiated by Qatar Airways, I had to cancel my booking. However, when I submitted my refund request one month before the original flight date, I was informed that a penalty fee of 400 dollars would be deducted from my refund. This deduction is unjust and against the terms and conditions stated on your website, which assure passengers of a full refund in case of such schedule changes.Qatar Airways needs to maintain transparency and fairness in its policies, and also I don't find any refund policy when I book this flight on Qatar Airway website. As a loyal customer, I feel really disappointed by this experience!!!!!!Name: ***************** Booking reference: ****** Ticket number: *************
Business Response
Date: 04/04/2023
************* responded to the customer and we regret we have nothing further to add.
Customer Answer
Date: 04/05/2023
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]
No solution is provided in ****** ******* response. I need full refund for my ticket.

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

Sincerely,

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

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Qatar Airways is NOT a BBB Accredited Business.