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 North America

  1750 Tysons Boulevard, 4th Floor McLean, VA 22102

• 

  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

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:10/25/2022

  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.

  I travelled on Qatar airways (*****) on June 8th 2022 to ****************** (flew from ***************************, ********, ****) there are two issues 1) My four bags were delayed for two days 2) Many items from all these bags were stolen. I filed a report at the airport for the delayed bags on June 8th. Later filed a complaint for stolen items. (Delayed baggage reference is **************). After several back and forth emails and proof of lost items, Qatar airways is refusing to compensate for the stolen items and delayed bags. Please see the attached documents. I kindly request you to take action to this bad practice of Qatar airways.

  Business Response

  Date: 10/26/2022

  We do not resolve claims via BBB portal.  Customer is encouraged to follow-up with the Airport team or ************* regarding his case.

   

  Customer Answer

  Date: 10/27/2022

  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 resolution after several months of dealing with Airport team, that is the reason for contacting BBB. My complaint still remains open 

   

   

   

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

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

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair 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.

  I was overcharged for checking a bag. On 14/10/22 I flew from ********* to ************** via **** in Economy class as my flight was to/from Africa and/or ************. Per your webpage, I should have been able to check two bags up to 23kg each. All of my bags were under 23kg. The gate agent made me pay a fee of approximately $250 for my second bag. The gate agent was unhelpful and I was concerned that I might miss my flight if I delayed any more, so I reluctantly paid the fee. However, after the flight and with the time to review your baggage policy, I now understand that this charge was in error and I would like a full refund. Booking reference (PNR) - ****** E-ticket - **************

  Business Response

  Date: 10/19/2022

  ************* will respond via private channels.

  Customer Answer

  Date: 10/25/2022

  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:

  The business, Qatar Airways, has not responded via ******** Services channels to resolve the issue.
  

   

   

   

   

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

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

  Customer Answer

  Date: 02/27/2023

  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:10/18/2022

  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.

  My parents were attempting to check in their bags at ********** *************** and was informed that they cannot have a backpack which did not weight more than 10 lbs constitues an additional carry-on. The only items that my father had in his backpack, who happens to be disabled and elderly was his medication and travel documents. When we approached the counter, the agent informed us that we either have to consolidate or pay $255 for an additional bag. When we attempted to consolidate, the agent informed us that we cannot open our bags in front of the counter as it will tarnish the image of the company and we must exit the line and get to the back if we would want to consolidate. I informed the agent that my parents are elderly and this will only take a couple of seconds. Once again she blasted that we are ruining the companies image. After being frustrated, I informed her that I will pay for the extra bag. After taking my credit card and paying, the agent told me that I will have write my drivers license number on the receipt because I am not traveling and this can be fraudulent activity. I insisted that they can look at my drivers license but I will not write my drivers license number down because this poses security threats in relation to identity theft.

  Business Response

  Date: 10/19/2022

  Customer is encouraged directly to ********************** via our website - *********************************************************************

• Initial Complaint

  Date:10/18/2022

  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.

  Subject:Claim Against Qatar Airways for Return Travel between ******, ** and ******, *****.Reference / PNR: ****** (******, **, *** ******, *****, Depart July 31, 2022)Documents Attached:A.I purchased a Return Ticket on-line from QATAR AIRWAYS for air travel from ******, ***** to ******, ***** departing on July 31, 2022. Ticket was issued by Qatar Airways on one confirmation number ******.B.The travel plan included Travel from ****** to ****** by American Airlines (Flight # AA665) and change of planes at ****** for ongoing flight to ****** by Qatar Airways (flight # QR730). C.******** airways flight from ****** to ****** was delayed by about an hour.D.When I reached the Qatar Airways departure gate in ******, boarding was in progress and I was in line to board. E.The Qatar Airways person then denied my boarding saying that I was late to arrive (even though boarding was in progress). Also, I had already travelled from ****** to ****** on the same ticket. F.Qatar Airways then gave me a new printed reservation for the same flight the next day and arranged hotel accommodation.G.Next day when I arrived at the ****** Qatar Airways departure gate, they again denied my boarding stating that ************ does not allow transit over 24 hours. THIS WAS NOT MENTIONED TO ME BY AMERICAN AIRLINES WHILE THEY REBOOKED MY TICKET.H.They again made me stay overnight in a hotel in ******. I was finally allowed to board the third day which resulted in a delay by Two Days.The two-day delay was a big loss to me as I ended up missing most of what I was going for, and also my vacation time. This was a trip in vain.Since none of this delay was due to my fault, I ask that Qatar Airways refund the amount I paid for my ticket.I will be glad to provide any additional information if I have.Regards,*************************

  Business Response

  Date: 10/19/2022

  Due to an unusually high number of requests, it is taking longer than normal to respond.  We appreciate the customer's patience.
  

• Initial Complaint

  Date:10/17/2022

  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.

  I purchased a business class ticket from Qatar Airways from ********* to ***** via ****. I am entitled to receive mileage credit in the form of Credits and Q-Points. The airline has repeatedly rejected my request without any ************** has admitted that there is an error but is nevertheless not completing the matter. I have reached out at least 10 times and filled out he mandatory forms and submitted all the necessary documentation. I am attaching my ticket to this email to evidence the purchase.

  Business Response

  Date: 10/18/2022

  Customer's claim has been escalated to the ************** team for handling.

  Customer Answer

  Date: 10/19/2022

  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:

  Thank you for the follow up on this matter. I have been in touch with the Privilege Club

  for 4 months now and they are aware of the issue but still did not address this. I kindly request that the business escalate

  to a person who actually has decision making power and can take ownership over the matter rather passing this on from 

  one department to the other  

  Thanks  

  ********* ******* 

   

   

   

  . 

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

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

• Initial Complaint

  Date:10/14/2022

  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.

  from air line there is no response for almost 4 month now .. customer care says fill the feedback, no use , Complaint CodeCarrier NameFlight DateFlight Itinerary ****** QATAR AIRWAYS 06/16/2022 ***** we started checkin process at 5 pm we waited for Queue first interaction with desk - too many bags and you need removed Baggae( Laptop Bag is considered as checkin Bag) please Note - this time they not told it required the airsuvidha also - second time they mentioned you need weight again please note this time also they not informed it required air suvidha form - third attempt when it was all good they said it need airsuvidha form ( on website or no wherre it mentioned for ***** destination need these document for boarding ) even online it doesn't allow checking - will all efforts we done the all documentation by **** ( i have email proof) and same time boarding was denied - we have family emergency and even for begging the boarding was denied - for rescheduling they charged ************************************************************************************************** having handicapped person they denied 1)Air suvidha is ***** government requirement - But for Qatar boarding no where mentioned it's mandatory after boarding pass issued i can filled it . 2)i was 2 minute earlier for last checking time **** and i was at desk **** still the desk not issued boarding pass 3)it caused not only financial loss.. it's mental and physical one also ( where we had morning immigration appointment and noon we about to traval for emergency( USCIS document itself state due to emergancy document has been issued) Air line Must be compensate for the this Loss

  Business Response

  Date: 10/28/2022

  ************* has responded on multiple occasions.  We have nothing further to add.

  Customer Answer

  Date: 11/09/2022

  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:

  1) Qatar updated there website for requirement of ***SUVIDHA after my complain

  2)when qatar says ***SUVIDHA was not provided -  why it was not asked first time on the date of incidence i reached air port 3 hours before checkin time , and i could have manage the *** SUVIDHA in 1 hour 

  but - ***SUVIDHA was told aftre all baggage inline with policy ( 2.5 hours duration ) why before 30 minute they told

  3) Next Day when rescheduling the ticket very first time QATAR asked about *** SUVIDHA ( which was not the case day of incidence)

  ***LINE trying to cover there mistakes - check the date your website is updated , and ask for your staff on the ground  .

  please share the address details to send legal notice - ( which is not provided by serval follow **)

   i'll fight legally 

   

   

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

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

• Initial Complaint

  Date:10/13/2022

  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.

  Hi I would like to ask for compensation due to the delay (24 hours). I missed my second and third flight due to the delay happened in ******. There are multiple things that I would like to ask for refund:1)according to the attached ticket I supposed to be in COU 5th oct at 18:26 but I arrived 6th oct at 19:00. more than 24 hours delay. 2) I have been waiting for 12 hours with out any hotel or a place relax in ****. I arrived at 7 am 5th OCT and they provide a room at the Hotel inside the airport at 7 pm. they rejected my **** request to enter the city (****) due to lack of PCR test while they never request for it. I have provided my vaccine card (last dose less than 9 month). The other passenger who didn't have PCR test were approved to get into the city. This inconsistency is not acceptable for the number one airline in the world as you claimed.3) When I arrived Columbia, my luggage didn't come with the flight and I had to come back four hours later to pick them up. This cost me money and time after being two days traveling!! 4) My luggage is broken and I request to pay the cost of it. Considering this uncomfortable trip I request a full refund for the whole flight + the expenses I described. Please let me know if you need more info. I have been contacted qatarairways multiple time but they didn't responded yet. Thanks *****

  Business Response

  Date: 10/13/2022

  We have received the customer's claim.  Due to the volume of claims we are currently receiving, it is taking longer than expected to respond to our customers.
  
  We appreciate the customer's patience.
  

  Customer Answer

  Date: 10/18/2022

  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]

   I have been waiting for two weeks for now and I need an immediate response. Please provide a deadline to take care of this issue. otherwise I will take a legally action for this case.

   

  Thanks

  *****

   

   

   

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

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

• Initial Complaint

  Date:10/13/2022

  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.

  Absolutely abhorrent customer service. For the #1 airline in the world...incredibly disappointing.But the root of the issue really is beyond that. It's frankly a question of immoral business practices. We booked a flight a few weeks ago. We even bought the Economy Flex tickets that were supposedly refundable (with no real disclaimer that there are still fees involved). This week we tested positive for Covid. I called ahead to see if we could change the flight or cancel. In both cases, they mentioned incredibly high fees that would be incurred and refused to waive them. They said there is no longer a policy to waive fees for Covid. That's ironic to me when they don't even test passengers to travel. So they actually indirectly incentivize passengers to fly SICK so as to avoid paying fees, rather than trying to promote a healthy environment for remaining passengers. Totally ludicrous. I paid over 50% of my fare in cancellation fees. OVER FIFTY!Disgusting, greedy business.

  Business Response

  Date: 10/13/2022

  Customer is encouraged to send his feedback directly to Qatar Airways via our website - *********************************************************************

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Qatar Airways Staff involved in Fraud. Immediate Action from the BBB intervene to stop the criminal acts and suffering of the passengers. Qatar Airways should be heavily fined for making passengers severely suffer. We came to the ****** Airport on Oct. 7th, 2022 to take the flight QR 720 to ****. We are *** Citizens and fully vaccinated. We were told to go downstairs to get the covid-19 PCR Test. Upon reaching the Covid-19 *************** the staff member who was a Caucasian female and there was another individual, **** *******-******** in their late early 50's told us that she spoke to the supervisor at the Qatar Airways office upstairs at the ****** Airport and he told her to not conduct the Covid-19 test because flight is overbooked. The Laboratory staff member told us the truth. When I went back upstairs, I approached the Qatar Airways Supervisor and I asked him if he spoke to the lady at Covid-19 testing laboratory downstairs and he confirmed that he did spoke to her and he confirmed that he spoke to her. I asked him why did you tell the laboratory personnel not to do our PCR test and he replied that I do not lie. I said the lady downstairs that you told her that flight is oversold/overbooked. I said if it is not over booked then why dont you go ahead and help me with making changed and he refused to help and he said he does not have access to the system for the reservation. I have attached the photo of the Qatar Airways Supervisor who was involved in the criminal act of defrauding passengers.Qatar Airways is openly advertising to hurry up so plane can leave an hour before the flight time.I demand you to investigate why Qatar Airways Flights Number 720 closed the airplane doors 1 hour and 20 minutes before and Ticketing and Check-in counter closed their computers 1 hour and 40 minutes before the flight scheduled time?I also demand you to investigate and strictly fine Qatar Airways and the write to Qatar Government that if *** citizens are fully vaccina

  Business Response

  Date: 10/13/2022

  We do not handle claims via third-party websites.  Customer is encouraged to write directly to Qatar Airways via our website - *********************************************************************

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair 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.

  On March 28th, I flew ***-***-*** on Qatar Airways. Somewhere during the journey, my checked luggage was damaged. It showed up in JFK in a plastic bag with obvious exterior damage and a broken zipper that resulted in a large number of items falling out. - After waiting about 90 minutes, a security guard at *** was able to find a QR rep who took pictures and a statement from me - Throughout the end of March and April., I began calling and emailing the *** baggage office to follow up but to no avail. I then reached out to QR customer service via ******* and finally heard from the *** baggage office on 4/18 with a request for a number of documents which I sent to them that day. They responded promptly indicating they couldn't see the documents in the portal (the upload system wasn't working) so I emailed the *** office directly with those documents. -I emailed again on April 18th, April 26th, and May 5th. None of those emails were returned. After again reaching out to customer service (via whatsapp) I then finally received an email back from *** with a request for additional documents on 5/10. I responded immediately with those documents (same day) -I then followed up on May 15th and again May 20th after I had not heard anything from them. -I re-reached out to QR customer service via **************** and did not receive a response. Following contact with the **** I started to receive responses from QR JFKs baggage office requesting the same documentation I had already submitted. I was then told they would investigate. I have now sent 3 unanswered emails with no response. I have kept records of all of these communications which I am happy to share as needed. At this point, I believe they are intentionally ignoring my messages in an attempt to get me to forget about this issue/absolve themselves of responsibility. This is the worst customer service I have ever received. Copies of emails and documentation are included herein.

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Qatar Airways has been resolved. While it has been seven months since my travel occurred, Qatar did send payment to reimburse the damage that occurred to my bag (though not in the full amount claimed). I also never heard back from them, I simply received a link to request a payment (which was promptly paid to me).
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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