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

410 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:11/23/2022
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.
Timeline of events for laptop damage claim:July 29th: I reported to *************************** about damaged laptop from the one bag that arrived. They advised me to open ticket with Qatar July 29th: opened ticket with Qatar.No response from Qatar for several days, so called them. They pointed to a new form where I put in comments about the damage laptop Aug 15th: opened second ticket with Qatar Sep 19th: Qatar asked me to open ticket with ******. Upon request they insisted that is the process.Sep 29th: Called to open ticket with ******. Ticket opened but no forward progress.Oct 6th: Called ****** again.
Business Response
Date: 12/08/2022
Our ************* team has responded. We have nothing further to add.
Customer Answer
Date: 12/14/2022
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 business provided no details about what the resolution is or have given the resolution. The business owes me money and is accountable for that.

[Your Answer Here]

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

Sincerely,

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

Business Response
Date: 02/07/2023
As demonstrated by the attachments, Qatar Airways has responded and we regret that we have nothing further to add.
Customer Answer
Date: 02/14/2023
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] my damages are not still paid for.

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

Sincerely,

*****************
Initial Complaint
Date:11/21/2022
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a reservation on QatarAirways for three passengers, which I made it directly through ****************. Reservation reference#******. Prior to this reservation, I had another booking with QatarAirways (Ref#******) in 2020, which got cancelled due to Covid-19 pandemic and they have refunded me as a Voucher. I have used this voucher and additional amounts to make the reservation ******. I made an overall payment of USD ******* for three passengers.I cancelled my current reservation on September 25 and requested for a refund. I got email confirmation from **************** that my refund request has received. Upon calling QatarAirways, they told me that refund can take anytime between 7 to 20 days. Since I didn't get any refund even after one month, I called customer care again on October month end. From that day onwards, customer care team don't have any answer on why my refund is not getting processed. None of their supervisors or refund team is telling me when I can get my refund. It's now almost November month end and I didn't get any refund till now. Please help me to get my refund.
Business Response
Date: 11/21/2022
Qatar Airways will respond to the customer via private channels.
Customer Answer
Date: 11/25/2022
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:

No one has reached out to me from Qatar Airways through any private channels (emails or phone). I have contacted Qatar Airways customer care multiple times and none of them are able to provide me a date where I can get my refund. As per one of the customer care agent, I have provided emailed them payment card details to make the refund. No response for that emails as well. It's still an open issue without any proper response from Qatar Airways. Appreciate BBB's help on escalating this issues.

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

Sincerely,

*********************************************
Initial Complaint
Date:11/17/2022
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.
On 6 OCT 22, my flight on Qatar Airways Q**** landed late in ******* which caused me to miss my transfer flight on American Airlines ******* Unfortunately, American Airlines could not book me another flight until the next morning which I then had to pay out of pocket for transportation to and from airport and a motel stay. I am requesting that Qatar Airways reimburse my extra incurred fees since the flight landed late and caused me to miss my connection. I have attached the transportation and motel receipts. I stayed in the cheapest motel since I was not expecting to incur these extra expenses flying Qatar Airways. I am also requesting reimbursement for my luggage. I was forced to pay extra even though no where on the Qatar Airways webpage does it specify the economy class luggage weight limit was 23 kg nor was it specified in the booking. I filed a complaint on Qatar Airways per the instructions by the Qatar Airways customer representative on 11 OCT 22. I was assigned CAS-************** and CRM: ************* by Qatar Airways. My booking confirmation through Qatar Airways is ****** and AA is ******. I have called numerous times and have been told my case has been escalated but I still have not received any feedback from Qatar Airways.I would at least like to be reimbursed my luggage, transportation to and from airport to motel, motel stay, and for missing a day of work.
Business Response
Date: 11/18/2022
Due to an unusually high number of requests, it is taking longer than usual to respond to our customers. We apologize for the delay.
Customer Answer
Date: 11/28/2022
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 still have NOT done anything!! The original complaint was filed October 11, 2022!! This is above ridiculousness!! Just defend me my money!!! Please!

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

Sincerely,

*****************
Initial Complaint
Date:11/15/2022
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 used Qatar airways online platform to change the date of my flight from *** to *** via DOH. My initial flight was on 23rd November and I changed it to 22nd November. However, my new ticket was issued again on the 23rd November and a fare difference charge of $106. When I called them they said it was an online glitch in their system but they were not able to help me with the date change. They told me they will issue refund but to book the ticket again I had to pay $230. They were not willing to help with the booking or provide a voucher to cover the extra fare cost. They said it was a fault at their online platform but as a customer not willing to assist me with anything. I requested for help from higher officials or supervisor but the agent denied that. They also were not willing to provide me with a reference number for this online glitch they mentioned. I did not receive any help from the customer service and they said the refund will take place between 14 to 28 business days but my flight is supposed to be in 10 days.
Business Response
Date: 11/15/2022
Customer is encouraged to write to ********************** directly via our website - **************************************************************************
We do not process claims via a third-party portal.
Initial Complaint
Date:11/14/2022
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 need waive cancellation fees to accommodate my Oct. 31st medically-diagnosed ailments. First I chatted with Qatar and after sent 2 emails & 2 faxes where I tried to request that Qatar waive cancellation fees as an accommodation to my Oct. 31st medically-diagnosed ailments. I am sharing verifications of my 4 written requests to Qatar (2 emails & 2 faxes). Unfortunately I forgot to preserve the chat with Qatar. Qatar has not yet responded to my communications, despite my express interest in finding "an amicable resolution to this issue," as stated in my Nov. 3 *********** to Qatar. In such Nov. 3 communications I also explained that Qatars proposed cancellation fee is inconsistent with the *********************** Administrations initiative on junk fees and related pricing practices, *****************************************************************************************************************************/. As *************** expressed: "airlines such as Qatar as well as airline search sites must satisfy the following:Requiring Airlines and Airline Search Sites to Disclose Fees Up Front. In September, the **************************** (***) proposed a rule that would protect travelers by ensuring they know the full price of airline tickets before they buy. The rule, if finalized as proposed, will require airlines and online search sites to disclose up front while you are comparison shopping any fees to sit next to your child, for baggage, and for changes or cancellations. The proposal seeks to provide customers the information they need to choose the actual best deal, preventing surprise fees that add up quickly and prevent competition on the basis of price. This builds on previous actions the *** has recently taken, including issuing proposed rules that would require airlines to refund fees for checked bags that are significantly delayed and for services not actually provided (like broken WiFi), and to require refunds for delayed and cancelled flights." Please help.
Business Response
Date: 11/15/2022
Customer is encouraged to write directly to Qatar Airways via our website * ******************************************************************

We do not process claims via a third-party portal.
Customer Answer
Date: 12/07/2022
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:

Qatars denial basis #1 is baseless: Medical certificate was issued in October when pax traveled in November.
1. I did not travel in November since, as the note clearly states, I cannot travel for 8 weeks or till December 31^st.
2. I did not travel anywhere in November due to *************** medical reasons, which Qatar has known since Oct. 31st, which is also the same day in which my doctor first instructed me to stay at home. Since October 31^st and till the present, not only have I been unable to travel, but I have also been unable to go to my office to work.
3. The 8 week medical restriction will be in place till December 31^st, which is 29 days away from today Dec. 2. Till then I cannot travel anywhere. And only if I get better will my doctor lift the restriction after such date. If not, he will have to extend it ***** I will have to continue obtaining treatment from the Innovative Foot ***** ***** clinic.
Request: Reconsider this unfounded decision. In the alternative, please provide the proof used by Qatar to conclude that I did actually travel in November.

Qatars denial basis #2 is unverified: Medical condition does not warrant to provide and waive cancellation fee
1. The provided Oct. 31^st medical certification is from a doctor who works at the Innovative Foot ***** ***** clinic. The doctor specifically explained that I am unable to travel for 8 weeks due to foot conditions requiring treatment ***** recovery.
Request: Reconsider this unfounded decision. In the alternative, please provide the medical analysis from Qatars doctor who concluded that my medical condition does not warrant a cancellation fee waiver as a reasonable accommodation. Once provided, I will share such with my doctor ***** ask him to address any medically inaccurate assessment and/or conclusion reached by Qatars doctor.

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

Sincerely,

***************************
Business Response
Date: 12/08/2022
The passenger can share their feedback directly to Qatar Airways Customer Care. We do not handle claims via third-part portals.
Customer Answer
Date: 12/09/2022
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:

Not possible. As I already advised Qatar on Nov. 22, the travel agent specifically requested on Oct. 31^st that I reach out to Qatar Airways to directly resolve this issue.

Please help resolve my situation.

Also attaching Nov. 22 email to Qatar explaining the above & to which the chat transcript with the travel agent was enclosed. Such transcript reflects the below pasted directive:

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

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

Sincerely,

***************************
Initial Complaint
Date:11/10/2022
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 flight on Qatar airlines -business class - for $8242.97. The Booking number was ****** and it was booked on June 13, 2022. On June 15th, Qatar sent me the attached email saying they cancelled my flight due to operational reasons. I called them to reschedule and they could not find a schedule to get me there on time. The email in bold says I could request a full refund with no penalties or refund fees, so that I was I chose to do. I read the policy and there was no problem. When I requested the refund, they only sent me $7292.97 and charged me a penalty/refund fee (they never make it clear) of $945. When I called them they said it was a mistake and I would get the $945. I talked to a Meghaic at that time. I was later told that the $945 was placed in an ANR for my bank, # **********************. My bank (********) said there was nothing in the **** I then filed a complaint for resolution with ********. I talked to a manager at Qatar, *****************, on 10/21/22 who said I would get a full refund, which never happened. This has happened on two other occasions, once with ****** on Nov 2 saying I would see the $945 in my credit card within 14 days, which did not happen, and again on November 9th with Fahir, with the same result - I will see the money in my account in 14 days. I obviously am doubtful. ******** said they could not resolve the dispute since "Unfortunately, the merchant has not agreed to accept your credit request, therefore, we cannot continue with your dispute. We have exhausted all options to try to get your funds return." They thought this unfair and so gave me several hundred dollars from their ******** billing dispute/fraud department, and also suggested I write to the Better Business Bureau, which I am doing. Qatar is basically stealing money, can't reference any relevant policy from that period, and the email I am sending indicates how duplicitous they are being. Please if you can help me, I would appreciate it. Thank you.
Business Response
Date: 11/10/2022
*********'s case was transferred to our Refunds team on October 22 and he was advised the same day.
Customer Answer
Date: 11/17/2022
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]
This is the same kind of response I have been receiving for many months. The last two representatives told me I would get a full refund in two weeks. It has been close to a month and still no refund. This is not a resolution.

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

Sincerely,

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

Business Response
Date: 01/31/2023
Customer's case has been forwarded to Refund team to determine if the chargeback dispute was resolved.
Customer Answer
Date: 01/31/2023
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: [Their response is the same I received last year and, from what I understand, what ******** received from them. The Qatar refund team did did not respond any further to me. ******** sent me a message saying that unfortunately Qatar will not refund the amount but no reason was given. Given that there were no available flights after Qatar (yes, Qatar) cancelled my flight (and I called), I do not understand what they expected nor why they are not following their email policy for a full refund at that date. Their exception at that time referred to customer cancellation, which was not the case here.]

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

Sincerely,

*******************************
Initial Complaint
Date:11/04/2022
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.
My wife and my daughter booked a flight to ***** (******) on November 18 and back on November 28. We paid a total of $2902.18 on October 11 2022. On October 29 2022, I saw a pending charge of -$2,114.98 is posted to my Credit Card. When I checked, the ticket was cancelled. We did not receive any e-mail or notification from Qatar Airways regarding this cancellation.We did not cancel the ticket ourselves (we are still wondering how it got cancelled) and we still intended to travel on those dates. We have lost approximately $787 and now we have to make alternate travel arrangements for no fault of ours.We have already filed a dispute with ******************* for the difference.
Business Response
Date: 11/07/2022
We do not resolve cases through third-party websites. Customer is encouraged to write directly to our ************* team via our website -
******************************************************************
Initial Complaint
Date:11/01/2022
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.
On August 30 I called Qatar Airways to book two flights and the agent booking the flights messed them up. Qatar then cancelled our flights without notice and for no reason, I called back obviously extremely upset and they couldn't tell me why. I know why, prices had gone up and they wanted even more money out of us (these flights are already very expensive from the **** to ********* at the holiday time). Overnight (on August 31st) we randomly received the flight confirmations but Qatar booked both tickets incorrectly. 1.) They booked us on the wrong return date (from ***** to ****) - a date I never even mentioned on the call and can prove because I reserved tickets with the correct dates/times we wanted AND 2.) Qatar only gave the layover we requested in **** to my ticket and not my partner's ticket. We have spent over 30+ hours since the end of August calling to get them fixed and have been told Qatar opened an investigation to fix them and still nothing is fixed. We haven't heard anything from them even though they told us they would follow up. We continue to follow up and Qatar has done nothing. Qatar Airways messed up our flights and won't fix them. All of this after we had a credit we were told could be used on both flights and then could only be used on one. I want Qatar to fix our flights immediately and provide some compensation for the time and mental anguish they have - and continue - to put us through because they won't own up and fix their mistake.
Business Response
Date: 11/02/2022
We do not handle claims via BBB portal. Customer is encouraged to write directly to Qatar Airways via our website - *********************************************************************
Initial Complaint
Date:10/28/2022
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.
Dear Qatar airways,Just on 23Oct22 we travelled via Qatar airways (ref number ******) from ***** to *** under business class. We were extremely excited to be travelling with Qatar, supposedly one of the best airlines and more so with the **suites. I have travelled with many airlines around the globe and have had some of the best in-flight experiences. We were 3 family members travelling along with 2 adults and one kid. We had many of the worst experiences in-flight with Qatar airways. As you might be aware travelling with a kid at times could be challenging as they are more used to being on the ground for playing and outdoor activities but may be limited to in-flight restrictions. Qatar airways air hostess/flight attendants were extremely rude, non-courteous/discriminatory and demanded the kid to be controlled for just once screaming. As we understand the plight of the co-passengers, being extremely rude is surely not the way to treat any passenger/kid and more so with the business class passengers. Another flight attendant spilled the food on my wife dress and didn't have the courtesy to get the same item again and when asked about the food/lunch at the appropriate time we were told, "so soon you want to have lunch''. The food on the first leg of our ticket (BLR to ****) was stale, pasty, smelly and not cooked properly. These were just a few instances of how disturbed the situation was.And coming to the restroom: kids sometimes play around. When ever we took the kid to the bathroom airhostess used to knock on the door and disturb us all the time even in the bathroom.During the entire flight duration I did not get sleep or rest just because of the disturbed environment and unacceptable. I just thought of bringing to Qatar airways attention so that Qatar airways which boasts of 100% customer satisfaction could do something to bring them to the standards of other competitor airlines. Appreciate your help.Many thanks in advance,*******
Business Response
Date: 10/28/2022
************* received customer's feedback and he will be answered via private channels.
Customer Answer
Date: 11/04/2022
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 follow-up response from Qatar airways regarding my complaint.

I look forward to hearing from you.

Thank you

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

Sincerely,

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

Business Response
Date: 11/07/2022
Customer can follow-up directly with Customer Care's email sent to them on 28OCT.
Initial Complaint
Date:10/26/2022
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.
Me and my wife were subjected to ill treatment and forced to rebook and pay for a total new flight ticket even though we arrived at the Airport on time at 5:50 am for a 7:15 am flight on Thursday September 8th 2022, and were in the queue to be attended to as could be seen from the ****** timeline attached. We were in line when all of a sudden, the check in desk announced that the counter was closed and all our pleading went into deaf ears. We had plenty of time to make it across screening, only for them to refer us to an agent rebooking counter independent of Qatar Airways, very far down the hallway. We were stranded as no supervisor cared to consider our pleas in consideration to our original ticket with departure time of 7:15 am. I am requesting a refund and compensation for the unnecessary delay inconveniences, and rebook of our flight ticket. I have made every attempt to resolve issues with Qatar Airlines, including filing complaints on their website and email but all efforts were in vain.
Business Response
Date: 10/26/2022
Due to an unusually high number of requests, we are experiencing delays. ***************** team is working to respond to all cases as soon as possible.
We appreciate the customer's patience.
Customer Answer
Date: 10/28/2022
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:

No conclusive resolution to the matter/complaint other than assignment of ID. No action taken since the original attempt to resolve complaint since September 14th, 2022 - see attached

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.