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:03/28/2023

  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.

  Summary of problem: Our Qatar airways flight from ************* to ******* (via ****) got significantly delayed. This caused ** to be in transit at the airport for close to 22 hours - no accommodation and facilities was provided and very poor/rude customer service (despite the fact that I was travelling with a minor as well). This also caused us not only significant inconvenience but loss in money we had to rebook non-refundable airline tickets scheduled to fly out the next day (from ******* to *****).Date of Travel: *** to ******* via **** - Dec 17th and connecting with flight from **** to ******* on Dec 18th arriving at ******* at 2:03AM Dec 19. Qatar Airways Booking Reference: ****** Requested Action/Outcome: Refund of $1200 (for the amount we lost in missing the original ***** flight/car etc as well as missing an important meeting/event at *******). Even though economy, we paid $8600 for these two tickets Action taken so far: After more than a month, no actionable response from the airline - we have also provided the receipts of the ***** flights and other detailed information. Nothing material has happened for the past 3 months.

  Business Response

  Date: 04/12/2023

  We have requested ************* to respond to the customer.

• Initial Complaint

  Date:03/28/2023

  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.

  Booking Reference Number: ****** Date of onward travel: Friday 18th Nov 2022 Flight: QR 732 And Date of return: Friday 25 Nov 2022 Flight: QR 729 On both of the flights, I paid for extra legroom seats to the extent of around 600 USD for me and my daughter(please check chargeable seats in the add on section of screenshot attached) but had to fly on normal seats without extra legroom due to following reason-The seat configuration on the actual flight did not match the seat configuration on the booking page on Qatar website. So not all the seats on the actual flight had extra legroom when compared to the seat configuration on the ticket booking page. Further a couple of seats shown with a space in between those seats on the booking page did not have space on the actual flight.After repeatedly following up with Qatar airways for over 4 months and escalating following cases I filed with them, the reply from Qatar airways is as follows-Our reports indicate that our Support Team were unable to refund the seat purchase value is refundable in case of involuntary changes to your seat due to safety, security or operational reasons.Case tickets filed with Qatarairways-******************(opened on Nov 19 2022) CRM: ************* CRM: ************* CRM: ************* CAS-*******-****** (opened on Nov 19 2022) CRM: ************* All I request the airline is to refund the amount I paid around 600 USD for extra legroom option.

  Business Response

  Date: 03/28/2023

  Customer has been answered by our ************* team.  We regret that we have nothing further to add.

  Customer Answer

  Date: 03/28/2023

  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:

  [Your Answer Here]

   The response from customer service team was as below-

  Our reports indicate that our Support Team were unable to refund the seat purchase value is refundable in case of involuntary changes to your seat due to safety, security or operational reasons.

  problem- I paid extra amount around 600 USD for seats that are supposed to have extra legroom i.e., seats 17H and 16K on QR732 flight for 18th November 2022. Screenshot 1 attached above.

  The actual flight that came in had a different seat configuration than the one promised during booking of ticket on the Qatar airways website. Screenshot 2 attached above.

  Upon reaching the airport, the Qatar airways agent who issues boarding passes said I only have one seat with the extra legroom.
  I had to investigate and figure out that the issue occurred because Qatar airways booking website seat configuration was different than that of seat configuration of the actual flight.

  This is by no reason the customers fault. Qatar failed to honor the promised seats to the customer with extra legroom.

  Another aspect of the issue is-

  I booked a seat(16k-Window seat) for my 11 year old daughter in the front row to that of my seat since the booking page of Qatar airways showed a open space(refer to 16J) between the two seats. But in the actual flight, the seats (16k, 16H and 16 j in the 2nd screenshot below) were next to each other and no space between the seats. Which means my daughter had to sit next to a random stranger if she accepted that extra legroom seat. My daughter was not comfortable with this hence we had to forgo that second seat with extra legroom and go for normal seats that were next to each other with no extra legroom.

  The entire problem has occurred because Qatar airways misrepresented the seats on the seat layout as extra legroom seats and also misrepresented the seats on booking screen as having open space between 2 seats and in the actual flight it was not the same as the booking configuration.This is a problem with-

  1. Qatar airways booking website for not showing correct configuration of seats on the seat layout plan.

  2. Operations of Qatar airways for swapping the aircraft type that did not match the promised seat configuration per the Qatar airways web booking page.

  Encountered the above issue#1 on the return flight QR 729 on 15 November 2022.

  I request Qatar airways to take a look and understand that the customer did not get the add on extra legroom space that customer paid additional charge of around 600 USD and issue the refund for not providing the customer the promised seats and charging the customer for that.

   

   

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

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

  Business Response

  Date: 04/04/2023

  Passenger has been answered by our ************** **** team.  We  have nothing further to add.

• Initial Complaint

  Date:03/27/2023

  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 bought a 5 roundtrip qatar airways ticket from ***-KHI. The total price of the ticket plus the front seats was $14,473.75. I bought the tickets on May 25th 2023 at 4:36 PM CST.I called Qatar airways on May 26th 2023 at 2:50 PM CST to cancel my tickets for a full refund according to the ****** regulations. The Qatar agent on the phone told me that my ticket will be fully refunded plus the amount I paid for the seats. (Attached is the call recording that happened) I confirmed from the agent multiple times if the full fare, and the seats will both be refunded, he said "yes". I told him to cancel.Few hours later i received the email from Qatar stating, I will only be getting a refund of USD ********. I called back and they said there was a $800 cancellation fee and the seats are non-refundable, even though I was told otherwise. Getting a full refund was the only reason I cancelled. I can't attach AMR file(recorded call) .Opened a case with Qatar as well on this.CAS-************** CRM:0************ I am seeking a refund of the complete $14,473.75.

  Customer Answer

  Date: 04/21/2023

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

  Created 3 cases with qatar customer service directly, no response from them.  When i call their number, they state that the feedback complaint department can only be accessed by email and not phone, so nothing they could do. 

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

  
  

• Initial Complaint

  Date:03/23/2023

  Type:Delivery 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.

  Our baggage was delayed as it arrived from *******, ** to ******, ******** on Dec 9th 2022. Our 2 checked bags did not arrive with **. We received the 2 delayed bags over 24 hours later. We asked for receipt when our bags finally arrived whilst collecting those bags but was not given any. Asked for reimbursement of expenses as bags were delayed, but got told to contact airline ( qatar airways) via online web form. We did so on 19th Dec 2022. Got an automated reply: Your Email has been received (case reference: ********************** *****************. This was an automated reply we got. No response has since been received from Qatar. By law, we are eligible to compensation. 4 of ** were affected as we were traveling together ( me, my wife and 2 little children) and 2 of our bags arrived late. qatar airways is not responding and we have yet to be compensated. Please help get ** our compensation. This company is not responding at all

  Business Response

  Date: 03/27/2023

  Claims for baggage are handled by the Airport team where the matter was reported.  Customer is encouraged to contact our team in ****** directly.  Alternatively he can respond to the email he received from ************* on December 20th

  Customer Answer

  Date: 03/28/2023

  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:

  [Your Answer Here] They are literally wasting time. The so called ****** team said I need to contact Qatar customer service and that any claims have to be made directly. They REFUSED TO PROVIDE COMPENSATION.  Qatar knows this as there is no one at ****** airport who was able to help **. And Qatar airways NEVER responded to our claim (i already included the claim number). Instead they only sent a generic acknowledgement with the claim number. That was on December 20th 2022 as already mentioned. I subsequently emailed again and have never ever gotten a response so them replying and telling me to reply to a generic email only shows how they are NOT interested in fulfilling their legal obligation to compensate for baggage delay. The person from Qatar airways responding to  BBB should have looked at the claim number that i included in my last email and seen that NO ONE has compensated ** or actually responded to our emails despite ** reaching out. May i remind Qatar airways that by way of LAW, they must compensate for the delay.  The ******** Convention of 1999 mandates that passengers are entitled to a maximum of ***** per person. 4 of ** were traveling and 2 bags were delayed. Qatar airways has shown utter disregard of the law and our rights. This person who responded to this complaint is yet another example of how the airlines is not interested in fulfilling their obligations. 

   Here is the claim number we received via email and remains UNRESOLVED as QATAR AIRWAYS HAS NOT RESPONDED:

  Baggage Services- Request Received(?******************** *****************

  Name of passenger: ***********************

  Name of 2nd passenger: *********************

  3rd and 4th passengers are minors. 

  WE ARE ** CITIZENS

   

   

   

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

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

• Initial Complaint

  Date:03/22/2023

  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.

  We have booked flight from ****** to ****** on March 11, 2023 via Expedia with AA operated by Qatar Airways. AA ****** Qatar Airways was the reason our bookings and reservations kept going missing. I attached a detailed document outlining the 2 separate reservations noting all the flight changes in email, confirmed flights, lost bookings at both ****** and ********* Airports, as well as screenshots of itineraries from various apps, websites and Chats. At minimum we want Qatar Airways to compensate ** for the additional ticket we needed to purchase from Cathay Pacific to get 1 person from our party of 5 to **** with the rest of their party (HKY to *** to DOH) because Qatar Airways would not release control of the ticket, leaving ** unable to use it. Note: a complaint has also been filed with Expedia and will also file with ******** Airlines as well.

  Business Response

  Date: 03/23/2023

  Customer wrote to ********************** directly and will be answered in due course.

  Customer Answer

  Date: 04/03/2023

  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:

  My issue has NOT been resolved.  I did notify Qatar Airways via their website and have not received any responses back regarding this incident. Requesting that Qatar Airways look into this issue to resolve.  

   

   

   

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

  
  Sincerely,
  
  ******* & *******************************/*******
  
  
  
  
   
  

• Initial Complaint

  Date:03/22/2023

  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 am writing to file a complaint against Qatar Airways for their deceptive and unfair refund policy. On March 16, 2023, I purchased a ticket for an adult and a child from Qatar Airways website. The total price was $2,852.62, which included $2,395.42 for the ticket and $457 for the seat selection. The ticket clearly stated that it came with the policy for a full refund within 24 hours.However, when I cancelled the ticket within 24 hours and requested a refund, I only received $2,395.42 back. Qatar Airways refused to refund me the $457 that I paid for the seat selection, claiming that it was in the fine print that additional services are non-refundable. This is extremely deceptive because there was no clear policy on the difference between the ticket and the seat selection on the purchasing interface. The fine print was buried in some support link that the support agent shared with me after I complained.This is unacceptable and violates the consumer rights and fair-trade practices. I demand a full refund of $2,852.62 as per the original policy that was advertised on their website. My booking reference is ****** and my ticket number is *** **********. Please investigate this matter and take appropriate action to ensure that Qatar Airways does not engage in such misleading and dishonest practices in the future.

  Business Response

  Date: 03/23/2023

  ************* has replied and we have nothing further to add.

  Customer Answer

  Date: 03/27/2023

  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:  

   

  The customer support team did not address my complaint sufficiently, as they refused to refund the amount of the seat assignment without any consideration to the fact that the amount was not clearly indicated as non-refundable within 24 hours. This is a deceptive practice on the part of Qatar Airways, and I still hold my complaint against them. Therefore, I am requesting a refund of the amount, as that is the only resolution they can offer in this case.
  I am disappointed that Qatar Airways has not taken any steps to resolve the issue, and I hope that they will take action to address this matter in a satisfactory manner.
  

  Thank you for your continued assistance in this matter.

   

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

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

• Initial Complaint

  Date:03/20/2023

  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 bought a return ticket online with Qatar Airways from ********, ******** to ****** ******; Booking ref: ******, Ticket number: *** ********** * **. ******** address on ticket. Depature date February 23, 2023 return March 12, 2023. I presented myself for my outbound flight on Feb 23, 2023. Flight path was ******** to ******, ****** to ****, **** to ******. My flight to ****** ****** was delayed from 19:35 to midnight. This delay was going to make me miss my flight to **** from ****** ***** at 22:35. ******** airlines rebooked me for different flight the next day February 24, 2023, and issued me 2 tickets from ******** to ****** ******. From ******* I connected with Qatar to ****, **** ****** and arrived in ****** ****** Feb 26, 2023. On 12th March, I presented at the airport for my return flight but I was informed that I was not on the list of passengers to fly that day per ****** local qatar airways staff member. The plane left and I was denied borading despite showing them a valid ticket. I was giving a Qatar airways customer service number to call but I did not get a response after multiple attempts. I was finnaly told by local Qatar airways staff ( name Sibeso) the next day March 13th 2023 that they were told that because I did not present for my initial outbound ****** to **** flight on Feb 23 2023, my entire ticket was cancelled. The only recourse was to buy a new ticket and seek refund. Because of family, work commitments, I was forced to buy an expensive one way ticket on March 13th through ****** Airlines. I left ****** on March 14th and arrived back in ******** on March 15th. I have since launched a complaint with Qatar airways ref number* ******************* **** ************* and I am waiting to hear back from them.

  Business Response

  Date: 03/21/2023

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

  Customer Answer

  Date: 03/21/2023

  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:

  [Your Answer Here]

   

   

   I have not heard from the business. 

   

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

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

• Initial Complaint

  Date:03/20/2023

  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 had a family trip to ***** and travelled using Qatar Airways from *** (***) to *** (*****).When we arrived back on 14th at ***********, one of my luggage was missing and I was told by someone from Qatar that my luggage will arrive by tonight. We can either collect the luggage in person or they can send it to our home in 48 hours. 3 Days have passed since then and we haven't heard from anyone form Qatar. I have contacted through emails and WhatsApp chat but never got any response. I have called the call centers and the person hung up the call on me as they only deal with selling tickets. I found another customer care number and spoke to someone else. The person told me that Qatar does not have a baggage desk at *** and there is no one to contact. I have hard time believing this. They provided me a baggage desk number in Qatar. Am I supposed to be making international calls to resolve this?So much time has passed but I am not getting any information. I need them to get me my luggage with all the inventory as it's. I had wedding dresses and other valuables in that bag which is now missing.Booking Reference - ****** Ticket ************** Travelling passenger - ************************* (***********************)Bag Tag ******* File Reference - **********.My Contact number - *****************-******** Second Issue:- My flights were booked initially from *** and depart time was 1:30am night on Feb 16th, 3 hours layovers at **** and 4 hours layovers at ************* to catch connection flight to *******. Tickets were booked several months ago thru some agent. Qatar airways has rescheduled our flight for some of their business reasons. The schedule that was forced upon us had a 12 hours layover at ***** and 11 hours of layover at ***** again when returning back to ********. The airline did not consider the fact I was traveling with 3 year old baby and other kids and my father, a senior citizen. No hotel accommodation was provided to us for these long layovers. It was extremely unpleasant.

  Business Response

  Date: 03/21/2023

  Customer wrote to ********************** directly and will be answered via private channels.

• Initial Complaint

  Date:03/14/2023

  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.

  Dear Qatar Airlines,I am writing to express my disappointment with the high-speed internet service provided on my recent Business Class flight with your airline. My flight QR **** from **** to ******* on February 19 was supposed to have high-speed internet, but unfortunately, the service did not work at all during the entire flight.As a business traveler, I rely heavily on the ability to access the internet during my flights to stay connected with my clients and colleagues. Unfortunately, the lack of functioning internet on my recent flight caused significant inconvenience and disruption to my work plans.I was disappointed that despite paying for Business Class and the accompanying high-speed internet service, the service was not available to me during my flight. I expected a higher level of service and reliability from Qatar Airlines, especially given the premium price I paid for my ticket.As a result of the internet service outage, I am requesting that Qatar Airlines offer me a credit for the cost of my flight. I believe that this is a fair and reasonable request given the inconvenience and disruption I experienced during the flight.I hope that Qatar Airlines will take this matter seriously and provide a prompt resolution to my complaint. Thank you for your attention to this matter.Please find attached several screen shot showing we were flying above 10K and no internet connectivity. This is in addition to Software trouble that prevented me from finishing important work that I was relying on.Sincerely,*******

  Business Response

  Date: 03/29/2023

  We are not members of BBB and do not handle claims via your portal.  Customer is encouraged to write to ********************** directly via our website - *****************************************************************************

• Initial Complaint

  Date:03/13/2023

  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 was traveling with Qatar airways and I packed all the expensive breakable items in my carryon. At the gate right before we get into the plane, the Qatar airways employee told me that I cannot take the carryons in and i have to give it to them and they do a free check in ( I was traveling with my wife, ******************). I informed then that they contain breakable items and all my medicine and they reassured me they will label the bags broken and nothing will happen. Not only they didnt label my bags , they tagged the bags wrong and they ended ** in *****. After 5 days, I received my bags with everything inside broken. The Qatar team at the airport took the report and from there I tried contacting the customer service multiple times to resolve my issue and they informed me to reach out to the local Qatar airways team at the airport. When I reached out to the Qatar team at the airport, they told me that they cannot do anything and everything has to come from Qatar. I am including my case number as a reference, *******************. Please help me to resolve this issue ASAP.

  Customer Answer

  Date: 04/06/2023

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