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

  1200 Smith St., Ste. 16000 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

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:05/01/2025

  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.

  On August 31, 2022, I booked an international return flight with Qatar Airways from ***** to ******* for Sept 8th, 2022. With the return leg set for March 2023, I decided to cancel the return leg. Since then, I have requested for a refund on that trip across multiple customer channels. I have called countless times, I have filled out the refund form on the Qatar website, I have emailed the official emails, all to no avail. Qatar would go on to respond to a series of those communications with a promise to refund me but thereafter, never follow through. After my first contact for a refund, they fraudulently removed the trip from my account dashboard. Its been over 2 years since of constantly following up to request for a refund and just recently, Qatar denied my refund citing that my trip has expired. I requested to know why my refund request was not honoured despite requesting within the validity period and they promised to look into it and have yet to refund my money. Again, they have gone silent as always and are yet to respond to me since March 2025.Attached are a fraction of the series of communication exchanges with the ********** appreciate a quick resolution through this office. Thank you Below are booking details: Booking ID: ****** Amount paid for the return leg: ~$1020

  Customer Answer

  Date: 05/26/2025

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

• Initial Complaint

  Date:04/29/2025

  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.

  on April 26th, at 8 am I was supposed to fly out from **** to ***. I was flying from ******* and our flight to **** was supposed to arrive at 5:25 am. In *******, we were held up for nearly 2 hours due to the technical issues with the aircraft. We landed in **** at 6:57am and I was immediately alerted by the lack of Qatar Airlines' assistance to people on connecting flights - I even asked the flight attendant about it and he said: don't worry. I was greeted by a ** representative, *****(r)een, at the airport who said: even if you run to the gate, you won't make it. I then asked for the manager, ******: I explained that I ABSOLUTELY needed to be in NYc before 9 am on a Sunday, 27t as I was working at 9:30 am. At first, he did not want to help. Then, together with ******, offered me a ticket to ****-NYc but then they rescinded it. I begged and pleaded for ANY seat arriving to ** and they said not a single ticket available. They gave me a (terrible) hotel to which I was waiting the transfer for an hour (!), the hotel did not have a properly working wifi so I could not even work. My delay was more than 18 hours, no compensation was offered. I missed work, and it caused me and my students a lot of stress and inconvenience. I arrived at 9:30 am and had to go to work with suitcases, in the same clothing of more than 2 days, depleted, exhausted, stressed, distressed. The overall handling of the situation from the ** was terrible. I am kindly asking for a full compensation of the ticket and the delay compensation as per 261/2001 ** regulation.

  Customer Answer

  Date: 05/23/2025

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

• Initial Complaint

  Date:04/28/2025

  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.

  Who ever said that Qatar was #1 airline?!?You hesitate between flying Emirates or Qatar Airways? Fly ********. Qatar inflight service is as great as Emirates, no doubt. But for the rest, it is a knock-out: the worse customer service ever. We flew Business Class from the *** to ************ via **** on 2/1/25. On our way back, on 2/16/25, the flight between ************ to **** was canceled by Qatar; Qatar put us on an earlier flight with a layover of 10 hours overnight in ****. No planning on their end to manage this long stay, no message saying where to go to be taken care of, no hotel room booked even though they recognized we were in a STPC case (******** **** ** *******) and, icing on the cake, access to the business lounge denied. The different customer service personnel we talked to at the airport gave us several different reasons for that but we still dont know exactly why, as we did enjoy business lounges on our way in. Bottom line, we spent 10 hours at ************, sleeping on the floor in a crappy lounge. We filed a complaint, waited weeks then sent another email then a third one before, finally, receiving an answer: sorry for the inconvenience. No compensation of any kind. We went for #1 airline experience and ended up with below low-cost airline services. Never again.

• Initial Complaint

  Date:04/25/2025

  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 name is ***** ****** *****, and I am writing to express my deep disappointment and frustration with the experience I encountered with Qatar Airways on my recent travel attempt 04/23/2025. I booked a business class ticket through ******* back in 01/22/2025 and paid $4,151.97.I reside approximately 1.5 hours from the airport and left my home at 3:45 PM to ensure timely arrival. Unfortunately, due to unforeseen traffic delays, I arrived at the airport at 6:10 PM for a 7:30 PM flight. I understand airline policies, but with over an hour to spare, I expected a smoother check-in process, especially as a business class passenger.Despite the check-in agents stating that the system had closed as passengers were boarding, they accepted and processed two of my bags. I had one additional bag for which I needed to pay. However, the payment system repeatedly declined my card, even though I showed proof of sufficient funds on my account. After multiple failed attempts, my bank flagged my card for fraud due to the repeated swipes. Even my friend's card was declined. Clearly, a problem with their system.What hurt me most was the lack of compassion and professionalism from one of your ****** white/Caucasian woman at the deskwho showed no regard for my situation despite my explanation and visible distress. I pleaded for understanding, reminding her that I had paid for a premium ticket. Her indifference was disheartening-it was inhumane.I am not willing to pay additional fees to rebook a flight that I never boarded due to failures in your payment system and your staff's lack of support. I respectfully demand:A full refund, or A rebooking on the next available Qatar Airways flight at no additional cost.I hope Qatar Airways will uphold its reputation for excellence and customer service by addressing this matter with the urgency and fairness it deserves.

  Customer Answer

  Date: 05/20/2025

  At this time, I have been contacted directly by Qatar Airways regarding complaint ID ********, however my complaint has NOT been resolved because:

  At this time, I have been contacted directly by Qatar Airways regarding Complaint ID ********. However, I must clarify that my complaint has not been resolved.
  Qatar Airways continues to cite its "No-Show" policy as the reason for denying a full refund. This policy does not apply to my situation. I was checked in at the airport, and two of my three checked bags were accepted and processed. Due to a malfunction with Qatars payment system, the third bag could not be paid foreven after multiple attempts using multiple valid credit and debit cards. As a result, my luggage was offloaded and I was not permitted to board, through no fault of my own.
  I initially purchased my business class ticket through *******, which is doing business as (DBA) Qatar Airways. While I received a partial refund of $2,151.97 from ******** the remaining $2,000 is still being withheld. Qatar Airways has declined to release this balance, continuing to apply the incorrect no-show classification.
  I respectfully reiterate that I was not a no-show. I was present, checked in, and fully prepared to travel. It was a system failure and lack of adequate staff resolution that prevented me from boarding. Therefore, I am continuing to pursue the return of the remaining $2,000, and I urge Qatar Airways to take accountability for the operational breakdown that led to this unfortunate outcome.

   

   

   

   

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

  Sincerely,

  ***** *****

  Customer Answer

  Date: 06/11/2025

  At this time, I have been contacted directly by Qatar Airways regarding complaint ID ********, however my complaint has NOT been resolved because:

  THE AIRLINE AND ******* STILL REFUSED TO GIVE ME MY FULL REFUND. ******* ONLY GAVE ME BACK "THEIR POTION" OF THE TICKET $2151.97 BUT STATED THAT QATAR AIRWAYS HAD DECLINED TO REFUND MY $2000. I HAVE FILED A LAWSUIT IN SMALL CLAIMS COURT AND HOPE TO RESOLVE THIS INCLUDING COMPENSATION FOR MY PAIN AND SUFFERING.

   

   

   

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

  Sincerely,

  ***** *****

• Initial Complaint

  Date:04/21/2025

  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.

  My booking reference number is 3RHGD8. I made this reservation to travel to my parents' home in ********* and reach there by Monday (03/17) afternoon by 3:05 pm. My father is in a hospital in ********* getting emergency cancer treatment. I wanted to have the shortest travel time to reach ********* quickly to provide support while my father was in the hospital. However, my original connecting flight from DOH to HYD was canceled without any email or text notification, and no specific reason was provided. I only found out that my connecting flight was canceled when I reached ************. I was booked on the connecting flight, which had a 12h and 45-minute layover time in ****. I was traveling alone and I couldn't reach ********* until 2:50 am local time on Tuesday (03/18) morning. Trying to figure out cab service in the middle of the night alone. Additionally, when I arrived in *********, my luggage didn't reach *********. I had to spend another 2 and a half hours at the airport to fill out the paperwork to track my luggage. I didn't have my clothes and other stuff with me when I landed in *********. The airline at the ***************** didn't even offer any allowance to purchase emergency supplies until my luggage was delivered. Overall, this was the worst travel experience. What can you do to compensate for this worst travel experience at this critical time to take care of my father's medical needs?

• Initial Complaint

  Date:04/18/2025

  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 am filing a formal complaint against Qatar Airways regarding two unresolved issues: mishandled luggage and charges for non-functional Wi-Fi services.1. Damaged Luggage:Following my Qatar Airways flight (Flight QTR3, **** to ******, on October 17, 2024), I discovered that the wheels of my luggage were broken. I attempted to file a complaint but was unable to provide my baggage tag number and boarding pass, which I had discarded after the flight. I promptly contacted Qatar Airways via email to explain the situation and request assistance. My emails went unanswered for over a month, and I was ultimately told that nothing could be done due to the missing documents, despite my efforts to seek guidance.2. Wi-Fi Charges:I was charged three times ($10 each) for Wi-Fi during the same flight, but the service did not work. I submitted proof of the charges and emailed Qatar Airways multiple times, but received no response. In response to a DOT complaint I filed, Qatar Airways falsely claimed I had not emailed themdespite me providing proof of communication and multiple follow-ups.Qatar Airways' lack of responsiveness and failure to resolve these issues demonstrate poor customer service. I am requesting that the BBB assist in holding Qatar Airways accountable and help me receive appropriate compensation for the damaged luggage and a refund for the faulty Wi-Fi charges.

  Customer Answer

  Date: 05/13/2025

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

• Initial Complaint

  Date:04/16/2025

  Type:Customer Service 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.

  My dad was travelling from ***** to ********* by *****. Qatar lost his baggage in which he had all his diabetes,hypertension,thyroid medication. Its been a week we have been trying to get the bag now and watar airways has no idea where the bag is. My father had to go to ER because he did not have his medication and got sick and watar still has no answer for me. If this is how interantional ************ operate then i m sorry airline buissness will soon be doomed

• Initial Complaint

  Date:04/15/2025

  Type:Order 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.

  Dear *********** am writing to file a complaint against Qatar Airways regarding the mishandling of my elderly parents travel on December 30, ******* parents, ******** ****** ******* and ******* *******, were traveling from *******, **, ***, to ****** via **** (Booking Reference: ******). Despite having confirmed tickets and boarding passes, they were denied boarding on their connecting flight (QR490) in **** due to overbooking. They were fully checked in and confirmed, yet they were turned away.This situation caused significant hardship: After an exhausting 14-hour flight from *******, they were left waiting nine hours in **** before accommodation was provided. Qatar Airways handling of the situation has been inadequate. Despite my repeated follow-ups, they only offered $250 per person, which does not fairly compensate for the distress and inconvenience caused. Additionally, their latest response inaccurately referenced a route from ********* to ******, ignoring the fact that the journey originated in *******, ****** both flights were part of a single booking, and the denied boarding occurred mid-journey, I understand that compensation should be calculated based on the full itinerary from ******* to ****** in line with the Single Contract of Carriage and applicable denied boarding regulations.I respectfully request the BBB to assist in reviewing this matter and urge Qatar Airways to provide fair and appropriate compensation that reflects the full impact of this incident.Thank you for your attention. I look forward to your response.Kind regards,**** ****** ********************* *****************

• Initial Complaint

  Date:04/14/2025

  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.

  Qatar Airways has an ***** points partnership with ***********. I went through the Qatar airways co-branded *********** website and made a hotel reservation. I entered my Qatar Airways ************** number and booked a hotel room at the ******************** from November 30, 2024, until Wednesday December 4, 2024. I was supposed to get 2984 Avios points according to their agreement with *********** and I was supposed to receive them 64 days after the date of check out, which was December 4, 2024. I still have not received those points. I have called *********** and Qatar Airways over 10 times each and they keep telling me to contact the other company. Neither company will provide a resolution. *********** informed me that someone from their partnership team reached out to Qatar Airways to process the points but Qatar Airways is refusing to do anything about it on their end. I only made this booking through *********** because of the advertised partnership program so I could get Qatar Airways Avios points. This is a problem I have had in the past and Qatar Airways has refused to do anything about it or to reach out to *********** to facilitate getting the Avios awarded as required.

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service 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 am writing to formally lodge a complaint against Qatar Airways regarding their refusal to waive flight change fees despite a documented medical emergency. My flight, under booking reference ******* was scheduled for April 1st. However, due to an unforeseen medical emergency, my daughter required urgent surgery, preventing me from traveling as planned. I promptly contacted Qatar Airways customer service to request a change of flight and provided details of my daughters medical condition, along with supporting medical documentation. Unfortunately, my request for a fee waiver was denied, despite the exceptional and unavoidable nature of this situation. Qatar Airways refusal to accommodate a passenger facing a genuine medical emergency raises concerns regarding their policies and compliance with consumer protection regulations in the aviation industry. Given the circumstances, I believe this decision is unreasonable and contrary to fair customer service practices, I respectfully request that the ***************************************** review this matter and intervene to ensure that Qatar Airways adheres to fair and compassionate policies for passengers facing medical emergencies. I have attached supporting documents, including my flight booking details and medical records, for your reference. I appreciate your prompt attention to this matter and look forward to your response. Please confirm receipt of this complaint and advise on the next steps. You may contact me at ************ or ****************** for any additional details.Sincerely,****** ******

  Customer Answer

  Date: 04/26/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Qatar Airways regarding Complaint ID ********. I have also reached out to my financial institution to resolve the issue and recover my funds, but they are still waiting for a response from Qatar Airways. I truly need a resolution as soon as possible. Thank you very much for your assistance.
  
  Sincerely,
  
  ****** ******