Complaints

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

close

Find a Location

Qatar Airways has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Qatar Airways

  350 5th Ave, Suite 7600 New York, NY 10118

• 

  Qatar Airways

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

• 

  Qatar Airways

  1201 Fannin Street, Suite 131 Houston, TX 77002

• 

  Qatar Airways

  1201 Fannin Street, Suite 131 Houston, TX 77002

• 

  Qatar Airways North America

  1750 Tysons Boulevard, 4th Floor McLean, VA 22102

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:02/14/2023

  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.

  Qatar airways case id: ****************** Purchased business class ticket for parents, one of them was bumped down to economy. Sent an email to Qatar Airways, no response. Opened a dispute with credit card, they ruled in favor of airline and asked me to escalate issue with airline. Escalated with airline, they offered $250 downgrade compensation PLUS fare difference refund. A few months after, $250 downgrade compensation was sent but fare difference refund wasn't provided with the excuse that credit card dispute was opened even though the dispute was ruled in favor of airline.Request from customer: Please provide fare difference refund.

  Business Response

  Date: 02/15/2023

  Customer will be answered via private channels.  We do not handle claims via BBB portal.

  Customer Answer

  Date: 02/19/2023

  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]

  > Customer will be answered via private channels.  We do not handle claims via BBB portal.
  
  Company hasn't been active in responding to my emails
  

   

   

   

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

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

• Initial Complaint

  Date:02/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase tickets from Qatar Aiways and had a family emergency / death in family so had to change my travel plans. I cancelled my tickets with Qatar Airways but did not get my full refund as was told by the Agent I would. I have contacted the entity and the have been giving me run around. I was ripped off of $1592.00. It is sad that in such financial crisis, such a large entity would not be empathetic and consider. I would like BBB help me resolve my dispute

  Business Response

  Date: 02/24/2023

  Customer has been answered by our ************* team.

• Initial Complaint

  Date:02/01/2023

  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 wanted to book a flight in Qatar Aiwarys and use the GOMOBILE offer on this itinerary for the past week. I contacted customer service multiple times that the phone app is not finishing the booking (screenshot attached) . The reply from them was to wait or file a complaint to ************************************ I did complain in that email and called again. But today, the prices went up before I could book the same itinerary. I called customer service ******* CST 1/**/2023) to inquire about the error. The response from the customer service was very lethargic and irresponsible. When I ask about the error, the agent was responding with condescension and asking me to go read terms and conditions. When I question the clarity of the terms and conditions, he was blatantly blunt and his tone was very disrespectful. The terms and conditions read - "Offer valid for travel on all Qatar Airways operated flights (not applicable on any interline or codeshare flights) originating from select Qatar Airways airports in *************, **************, *****, *********, ************, ******, ****, ********, and ******************** only to all Qatar Airways operated destinations worldwide. " . It doesnt say that the itinerary should not have any flight operated by other airways and says that the discount is for the flights operated by qatar airways. It doesnt give details on which airports it is valid on. When I use the mobile app, it shows the error in attached screenshot which has no information. When I call customer service, they are treating me like I am stupid and not reading the terms. I am holding a Silver Status in the Qatar airways (I can provide the privilege club number if requested) and I am deeply hurt with them.

  Business Response

  Date: 02/02/2023

  Customer has been answered by our ************* team

  Customer Answer

  Date: 02/07/2023

  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 received any response from the business in reference to this complaint. The additional complaint i raised in the qatar airways website (****************** *****************) had a response saying please contact our offices. The only office I see closest is in washington. I am further insisting that this is irresponsible customer service and you can see that they hardly spent any time to respond to the BBB complaint. 

  In addition , they are cheating in the offer by stating it only applies to the qatar operated flights. If an itinerary has 5 out of 6 flights operated by qatar airways, they should honor the deal for the 5 out of 6 flights. They are using the vague statement to escape this. Also, when you filter the qatar operated flights itinerary, the price artificially increases for the same class and same flight. To mention the Terms and condition from their website 

  "Offer valid for travel on all Qatar Airways operated flights (not applicable on any interline or codeshare flights) originating from select Qatar Airways airports in *************, **************, *****, *********, ************,  ******, ****, ********, and ******************** only to all Qatar Airways operated destinations worldwide. "

  It doesnt say if a codeshare flight exists in the itinerary, it disqualifies the full itinerary. If that was mentioned, i would have agreed. They dont want to mention that and still want to implement that. When I question that, they condescend me and try to ignore me. 

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:01/30/2023

  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.

  Dear *** or *****,With this message, please receive my most cordial of salutations, together with the best of wishes for you, your staff, and all of your loved ones, during these trying times.When I read that Qatar Airways had entered into a bilateral marketing relationship with ACCOR, I was very excited. Quickly, I unlinked Air France/KLM's Flying Blue as my preferred earning airline loyalty account with the hotel's program ACCOR Live Limitless (ALL), and registered Qatar Airways ************** in its place. My plans include a trip to *****. Where I was planning on taking a direct flight via Emirates, I am heavily incentivized into flying with **. Part of the reason is that my elite status with ALL, would be matched to the ************** equivalent. In order to do so, a qualifying flight needs to be taken, within a specific window of time. Unfortunately, I have not been able to find the site where I had seen this date. As this is ************** that *** not be well-known to traditional telephone customer support, I kindly ask you to forward my request to someone who is well versed in this intricacy, of the marketing relationship arm of the airline. To seek for this question to be answered, is a manifestation of the value that I have for being a future passenger. Otherwise, I am prompted to take my business elsewhere. It is with the intention that staff would value my effort in presenting this petition that I reach out to you. The BBB is an ally between businesses and consumer, rather than a portal for complaints. For this I thank them.While trying to find the dates, during which one should take the eligible flight, I came across some details on the ** portal. In it, there was information related to a cap on the number of individuals who can match the equivalent status between the brands. It is attached for your reference. This then prompts the question as to whether the quota has been met, and how one can find out where it is, prior to taking a flight.

  Business Response

  Date: 01/31/2023

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

  Customer Answer

  Date: 02/02/2023

  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:

  While I thank Qatar Airways for their response, customer service via a portal, serves to dilute the ownership and an individual member of staff takes with a customer. When contacted via an agency like the Better Business Bureau, many businesses seek to promote the guarantee of covenants of good faith, as well as that of fair and honest dealing, with the community at large. This does prompt the question as to how customers are treated when they are outside of the light of assistance of a third-party mediator like the BBB. My response reflects disappointment, as it does not reflected the brand of global value that Chairman and CEO ********************* has, with the support of so many from around the world, worked so hard to build upon. For this reason, I cannot accept this answer, and the BBB should reflect this in their records. 

   

   

   

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

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

• Initial Complaint

  Date:01/27/2023

  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.

  They lost my checked baggage from ************* to ***** via **** flying business class. It was delivered 2 days later in ***** damaged with the pull up handle not working They refuse to compensate us adequately to replace this bag they damaged irreparably - we provided written documentation and pictures

  Business Response

  Date: 01/31/2023

  Customer is encouraged to work with the Airport team to resolve his claim.

   

  Customer Answer

  Date: 02/02/2023

  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 reject the glib response from Qatar Airways.

  we paid them $14,700 for this  trip.

  they need to act responsibly since they lost our checked  baggage  (first inconvenience) and then damaged it irreparably 

  we have been working with the airport folk from the time we lost our baggage in *****  - it appears  to no avail.

  Qatar Airways  charged us for this trip and they need to 

  honor and respect this contract

  thanks

   *************** ** 

   

   

   

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

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

• Initial Complaint

  Date:01/27/2023

  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.

  1. The flight ticket take off time is on ** center standard time 5:40PM, Jan 25, 2023, from ******* 2. I brought everything they requested for travelling to the counter to check in, but the staff there refused to check in 3. I showed my passport, driver's license, and Negative PRC ******** test result within 24 hours, but the staff still refused to check me in. 4. I showed the staff the Qatar airway official website travel requirement, which is "Negative PRC COVID-19 test result within 48 hours", but the ******* staff refused to follow their own company policy, but mentioned it must be within 24 hours. However, I provided the within 24 hours Negative PRC COVID-19 test result, then the staff changed what he said, and re-announced that they required the Negative PRC COVID-19 test result on Jan 25th. 5. No matter how I showed the Qatar airway official website travel requirement to the staff, and calculated my result was within 24 hours, the staff refused to follow their own policy, even refused to communicate with me.6. The 2 staff there talked in another language in front of me about my situation, their attitude through the whole time was terrible and even made me feel like they are discriminated with zero respect to customers.7. Eventually, they tried to get ride of me, and literally run away from their airport check in counter without any explanation, and force me cannot take the flight on Jan 25 8. I filed the claim and request explanation and the solution, their customer support team is playing ***** around each other and cannot give any proper explanation and solution regarding this case I have talked with many of their customer support, and 2 managers, and they are so reckless and irresponsible. what a joke airline company.Some of their customer support team name (they are only allowed to give names not employee ID to customers): ******* ****** ************************** (or *****) and etc.... everytime mentioned would call me back as soon as possible, but never follow

  Business Response

  Date: 01/31/2023

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

   

  Customer Answer

  Date: 02/02/2023

  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 filed the complain on qatar official wwbsite on Jan 25 and Jan 26, also i have contacted the customer service 6 times and talked with 3 managers plus 5 other normal agents. none of them solved this issue, dare them ask me to contact them from website 

   

   

   

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

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

• Initial Complaint

  Date:01/25/2023

  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 traveled out of the country to ********, Africa on October 15, 2022 and in order to obtain the travel **** I was told to book a round trip ticket. After spending a few weeks there I had an opportunity to visit ***** as well and I did so. However, in doing so I had to cancel the return flight which was scheduled for November 15, 2022. And, although I made various efforts to speak with several agents to cancel the return ticket and re-book a return flight which would have been on December 16, **************************** Finally, I filed a complaint with the airlines and also made several attempts to chat with them and unfortunately they continued to tell me " your flight was made by an agent, please contact them for a refund." This statement was not only untrue as I booked my own flights but it should not have mattered as the airlines collected my money. In the end, I traveled on to ***** but with no further contact from the airlines I had to buy a ticket with another airline to fly home. Sadly, throughout this trip I have learned the hard way that so called "reputable" companies often scam their customers. This ****** was learned as I had to fight for several refunds because these companies offer their "convenient" apps to sell their tickets and/or reservations through said apps. However far too often, this convenience causes the customer to be victimized since after taking your money they use various tactics to claim that you are not eligible for a refund.

  Business Response

  Date: 01/25/2023

  Customer purchased the ticket from Expedia.  Expedia would process any changes to the ticket or refund.  There was no error in the information provided to the customer.

• Initial Complaint

  Date:01/23/2023

  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.

  Qatar airways cancelled my flight twice during covid and now refusing to honor he credit vouchers and claiming the vouchers are expired.1. Reserved ticket for travel via qatar for travel dates in Mar 2020, covid happened. Airline instead of refunding my money, issued me credit voucher of $984 (money i paid)2. I reserved the travel ticket in April 2021 using the voucher, but tickets were cheaper so airline issued another voucher for the balance money $211.29 (document number - *** **********)3. Airline cancelled my return flight in april 2021 trip as covid cases surged in *****. and i had to buy emergency ticket from another direct airline and pay double the price to return to my home country US 4. After calling to their customer support, they issued me another voucher for return flight - $394.15 (document no - 157 ********** )5. Now in Jan 2023, when i want to book my ticket using these vouchers airline is saying they are expired.Qatar is much expensive but i am still booking to use this unused voucher instead of taking another airline.So my question - when a flight is cancelled (without customer fault), please dont issue credit voucher instead pay the money back to customer or issue the voucher for infinite maturity. So now my $394+$211 vouchers are stuck with Qatar airlines.I have spoken to customer service team multiple times but of no use. I also raised the help ticket as advised by one customer care agent. I would need refund of my voucher now instead of any credit issuance so that i can book fresh ticket with any airline i desire.Uploaded are vouchers issued by Qatar with possible 2 yr expiry window and customer service claiming it to be one year.

  Business Response

  Date: 01/24/2023

  Claim received and will be answered in due course

  Customer Answer

  Date: 01/29/2023

  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:

  Nobody from Qatar have reached me yet. Its been a week. The airline is known for this. Last year it took me 3 weeks of incessant calls and again same is happening. I am waiting to rebook my ticket based on this decision. I am going with another airline today and Qatar has to issue my refund. My flight was cancelled when covid hit. ideally airline should have refunded my money 2 years ago but they issued a credit with an expiry date of 1 year. ***** didnt go away in year and i cannot lose my money. Airline credit should be for life and better, in uncertain scenarios refund the customer money back. This is such a painful process to go through their customer service team. I am not going to be quiet this time and would want my refund at any cost whether i have to file a legal complaint against the airline.

   

   

   

   

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

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

• Initial Complaint

  Date:01/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Morning...My name is *********************** and I purchased 5 tickets from Qatar for my son and his family to return to *****************... they are presently still based in Africa. I have submitted a file containing the information on this case because it was too long to submit.My daughter-in-law's name is ***************************, my son is ***************************** I have been all over asking for help and have had no success....:(

  Business Response

  Date: 01/24/2023

  Claim has been received and will be answered in due course.  

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/23/2023

  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.

  My parents were booked on the *** to *** and *** to *** flights (PNR: P26ONN) on December 19, 2022. My father developed a serious medical condition in the ** and upon going to the emergency room at *************, he was asked to schedule an appointment with a specialist in ***** (attached is his medical visit record). We immediately booked a ticket on Qatar Airways paying $1752 per person one way ticket (total of $3504 USD) from ************ to ********* and scheduled doctors' appointments for as soon as they land. However, ****** had technical difficulties which were not explained and no intimation was provided for over 3 hours before finally taking off from ************. During this time, my father had to go through great stress and physical pain due to his medical condition and the delay caused by Qatar airways. As a consequence of the delay, QR500 had flown from DOH and *** and my parents were unable to board it. After landing in ****, there was a lot of confusion as there was no proper communication on which flight Qatar Airways was going to put them on. My parents had to walk long distances (in spite of requesting a wheelchair) to assess which flight to catch etc. His legs had fully swollen up and inflamed due to this back and forth between the service desks in ****. Finally, they were put on an Indigo Flight the next day causing a 5.5 hour delay in their arrival to ********* causing significant delay and confusion. If we had to schedule a flight that brings them at this time to ***, we could have as well booked on a different airline charging $1252 per person! Our ask is for Qatar Airways to compensate $500 per passenger, $1,000 in total which is the price difference between Qatar Airways itinerary we booked and the competing airline itinerary that would have gotten them same time as the delayed itinerary.

  Business Response

  Date: 01/24/2023

  Claim is received but we are experiencing large volumes of emails.  Our team will respond in due course.

  Customer Answer

  Date: 01/25/2023

  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 gotten a resolution from Qatar Airways yet. The response that they will respond in due course is not helpful. I paid $3504 for a ticket with the expectation that I will land at the destination on time. The delay and the resulting inconvenience during a medical emergency has been very traumatising. Our ask is for Qatar Airways to compensate $500 per passenger, $1,000 in total (which is the price difference between Qatar Airways itinerary we booked and the competing airline itinerary that would have gotten them same time as the delayed itinerary.a) extreme discomfort caused to my father due to the lack of - i) appropriate communication, - ii) lack of wheelchair assistance - iii) physical back and forth in **** to figure out the next itinerary b) significant delay of over 5.5 hours causing them to reschedule urgent medical appointments. 

   

   

   

   

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

  
  Sincerely,
  
  ** *