Business Profile

Airlines

Qatar Airways

Headquarters

This business is NOT BBB Accredited.

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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:10/12/2022
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 medication is in my luggage that the baggage handlers have misplaced. Ive already filed a clame but no one has contacted me. Ive already tried the WhatsApp number provided and no one is responding. I have enough medication for 2 more days. There is no one left for me to contact. No one is responding. I need help. The only people in this company that I can get on the line are ticket sales.
Business Response
Date: 10/13/2022
We apologize for the delay. Due to the volume of claims we are currently receiving, it is taking longer than expected to respond to our customers. We encourage the customer to continue to try and contact us via Whatsapp regarding his baggage.

Your patience is appreciated.
Initial Complaint
Date:10/07/2022
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 24-June-2022, Qatar Airways denied boarding to my family members on their flight(QR 150) from ****** to ****, inspite of presenting valid e-tickets and boarding passes for all the three passengers.The e-tickets clearly showed ******* to be the final destination, via ****** Airlines from ****.Qatar airways denied boarding becos my family did not have negative Covid-19 test report. This is in direct violation of their published policy at *************************************************************** , which states "Transit through **** Passengers who are transiting through ****, and not leaving the airport, are not required to present any test results or certifications above the requirements of their departure or destination country. "Also my family was instructed to get boarding passes to final destination from ****** Airlines at **** Airport.Inspite of my wife pleading the case for boarding, as they were only CONNECTING PASSENGERS, TRANSITING THROUGH **** to the final destination shown in the e-ticket, Qatar Airways officials illegally denied boarding to my family( wife and two young kids) mercilessly, causing them to be stranded in a foreign airport(******) for a full ************ pure torture and painful !!. This caused me to buy emergency tickets for my family to fly from ****** to ******(******* Airways **** ****** costing $1237.07) next day, which I need full refund from Qatar Airways.Have also raised a case with QatarAirways(******************), but the assigned case officer(*********************** *** ************** Officer) has denied any wrong doing on their part and has denied any refunds , for the unnecessary cost incurred purely due to airline not following their own Covid Test policy. My family checked at the gate with etickets &boading passes ***** minutes before departure time,much before the boarding gate was closed.I need the compensation($1237.07) from Qatar,in full.[Note to BBB:Pls mask Names,Reference#s,Email,Case# etc for privacy reassons]
Business Response
Date: 10/07/2022
Customer has been answered and I regret that we have nothing further to add
Customer Answer
Date: 10/13/2022
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]
Qatar airways has violated their own publicly published policy of not requiring negative Covid test from connecting passengers and have denied boarding, causing me to purchase alternate flight. The airline has not compensated for it , claiming they did not do anything wrong in denying boarding. They made an incorrect allegation that passengers were not present at boardding gate on time, which is not true. My family was denied boarding at the boarding gate 45 minutes prior to departure. So their email response is not acceptable. They should take responsibility for illegally denying boarding, with a valid ticket & boarding pass, and no Covid test requirement for foreign passengers transiting through ****.

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

Sincerely,

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

Business Response
Date: 11/14/2022
Customer has been answered and we have nothing further to add that change our previous findings.
Initial Complaint
Date:10/05/2022
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 purchased a ticket from August 31 at 11:am from ************* to Dorah, and to ******* I was supposed to be in ******* at 3 PM on September 1 but everything was delayed on September 2 Qatar Air Ways dumped us in ******* ***** at 12:45 AM ***** authorities where confused because they did not know about the arrangements of Qatar airways dropping us over there we stayed until the next morning we talk to the ***** authorities they arranged a fright for us to ****** ******* around 7 AM were booked on the ***** airways while we are seated in the ***** airways , we where removed from the fright to the runway to board another fright . Everything was a mess we havent slept we are tired , so we where put on another fright to ******* .so imagine our all night and day was ruined because ***** airways didnt care to explained anything to us I am requesting a refund for what I went through. My booking reference #****** Ticket # *************
Business Response
Date: 10/07/2022
Customer will be answered via private channels
Initial Complaint
Date:10/05/2022
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.
Booking reference:****** I'd like to file a claim and case with Qatar Airways because I haven't received my refund as of yet.I cancelled my flight on August 21st-2022 for a full refund via phone call with Qatar Airways customer service, they stated that the refund takes 14 to 28 business days to process and that I should receive a refund confirmation email within 5 business days. Neither a cancellation confirmation email nor a refund email have been sent to me. I called several times, and each time they escalated my request to speed up the process and informed me that someone from the finance department would contact me, and another time they mentioned they escalated it and I should receive a refund within a week, but there has been no progress, and I booked a business class ticket, which isn't cheap, and I can't wait any longer. This is unacceptable, and I need my money back ASAP. I don't trust this airline because I have not received any confirmation on anything and they are not being truthful with what they are saying.In addition to the above complaint, I have another issue with them, on the same booking I used a travel voucher with an amount of $200 and they confirmed that it is refundable, so I need to make sure it is included with the refund (This is the total refund amount I should receive including the voucher ****** EGP)Thanks *****
Business Response
Date: 10/13/2022
We apologize for the delay. Due to the volume of claims we are currently receiving, it is taking longer than expected to respond to our customers.

Your patience is appreciated.
Initial Complaint
Date:10/03/2022
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.
Good morning, I am attaching all supporting documentation for the original complaint I filed with Qatar airlines as well confirmation that they received my submission. I received no follow up from the business so I made a phone call. They said that they could not do anything to assist me but that I could file another complaint online (where I referenced my original case number). I am seeking a full refund (see my attached complaint) as well as an apology and further follow up from them to resolve the matter in a customer-oriented and professional way. Thank you. Kind regards,************ **************
Business Response
Date: 10/04/2022
Our ************* team will respond once the investigate is complete.

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:

I am rejecting this response requesting that my complaint be resolved swiftly per my original case filed with Qatar Airways received on September 12, 2022 (******************). It has been over 1 month and I am just now receiving something saying that an investigation is being opened (and it took me filing a complaint through the BBB as my original complaint through Qatar's website elicited no reply). This is unacceptable as I made my original complaint on September 12, 2022 (******************) and no such action was taken until now. Additionally, please provide a time frame for this matter to be resolved. I am appealed that a case dealing with such a serious incident is just now being opened.

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

Sincerely,

************
Initial Complaint
Date:09/26/2022
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.
Have been given the runaround by Qatar after failing to contact and address issues with the travel voucher for Covid canceled flight. Qatar **************** runaround:5/30/20 - reached out after NO contact info re: covid and flight that was happening within a week (Ticket #*******)6/1/20 - issued travel voucher (no refund offered when there should, taking $$); email said 3 years, voucher said 1 year; Doc #: 157 ********** 8/29/22 - tried voucher, called + told expired (+ should have been offered a refund as well); instructed + wrote a complaint ******************?9/15/22 - NO WORD from Qatar so chat + instructed to write another complaint, new complaint is ********************9/16/22 - told by ******************* from **************** that unable to help w/issue bc privacy (even though first interaction in 5/30/22, no one said anything + did not offer refund).9/18/22 - new complaint - ****************** 9/19/22 - ******************* replied saying will hear + heard nothing. instructed to refund but does not work with ref: ****** (as told before)9/26/22 - one week no response, filed a new complaint CAS-*******-****** **************** has not responded (says they will, only respond to new complaints, chat continues to say to add a new complaint). Continous runaround.
Business Response
Date: 10/11/2022
************* will answer via private channels.
Customer Answer
Date: 10/20/2022
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]
NO RESPONSE from Qatar for over a month, even with new complaints. Have been trying to reach Qatar for over two months now.

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

Sincerely,

*******************************
Initial Complaint
Date:09/23/2022
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.
- August 4, 2022 - Paid $ ******** - QATAR AIRWAYS original ticket, Booking ref: ****** Ticket number: *** ********** - QATAR AIRWAYS confirmation code: ******
Business Response
Date: 09/28/2022
Customer is requested to write directly to Qatar Airways via our website. We do not respond to claims via 3rd party sites.
Initial Complaint
Date:09/21/2022
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 by Qatar Airways from ***********, *** to ********* ******** on July 22, 2022 and returned on Aug 16, 2022 to *************, *** with my 4 kids.On the way back my son ************************* got food poisoning in the airplane during the last 3 hours of the 15 hour flight due the bad served by Qatar Airways. He was in severe pain and went through lot of vomiting and diarrhea. When we arrived *********************, the emergency personal treated him. We had to go through special immigration lines.However, our luggage arrived late at the luggage arrivals carrousel. Our next connecting flight was at 5:15pm to ********* through Alaska Airlines. When we went to the other terminal to the flight at 4:45pm, the Alaska Airline told ** that we were too late to get the flight. They could not help us get another flight because they could not get control of our ticket in the system. Both Alaska Airlines and I contacted Qatar Airways which could not help either. Alaska Airlines booked ** tickets from ************* to ********* next morning Aug 17, 2022 at 8:15 am and we were asked to stay on a hotel and were told that Qatar Airways may pay our hotel stay and food expenses.Now we have asked Qatar Airways for refund. They are refusing to refund us USD500.
Business Response
Date: 09/21/2022
We have responded to the customer and our position remains the same.
Customer Answer
Date: 09/22/2022
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]
Qatar airways has given with false excuses.
First the luggage did not arrive at 4:20pm. Even if it arrived at 4:20pm, our next flight to ********* was at 5:15 pm which is less than hour contrary to the claim of Qatar Airways that we had more than 1 hour. We had to go to another terminal for taking Alaska airlines. We arrived there half an hour before the flight. We were still denied the flight.

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

Sincerely,

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

Business Response
Date: 10/04/2022
Customer has been answered by our ************* team
Customer Answer
Date: 10/14/2022
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:

[Your Answer Here]
The answer from Qatar Airways:

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

I do not agree with the response from Qatar Airways. That is why I have contact BBB to resolve this issue. The Qatar Airways must provide detailed explanation to BBB to make a decision.

Thanks,
*********

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

Sincerely,

*******************************
Initial Complaint
Date:09/20/2022
Type:Sales and Advertising 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.
Hi,I had canceled 4 tickets in the month of January 2022 and I am yet to receive a refund for these tickets.Booking Reference Number - ****** Name of Passengers - **************** ********* ************ (E-ticket number - **************)Mrs. ************************************************** (E-ticket number * **************)**************************** ********* ************* (E-ticket number - **************)I filed a complaint on Qatar Website - ****************** (CRM:**************And the reply I received - "We note that according the history of your booking, the tickets have already been processed for a refund on the 14th March, 2022 for the total sum of ******* INR into the original form of payment on ****************" I do not recognize the form of payment "****************" - this is not my bank account/credit card.I do not understand where the amount has been credited to.And after I replied to the email from *************************, ****************** Officer at (***********************************) - i stopped receiving any replies. This was on the 6th of July, 2022 i.e. 7 months after the initial cancelation and almost 10 or more 2 hour calls with customer care trying to figure out where my money went.Since I didn't get a reply, I raised more complaints - case reference: *********************) ***************** on July 14th, 2022 (case reference: ??*******************) ****************7 on July 14th, 2022 None of these emails/complaints have been responded to. My money is stuck with Qatar and they refuse to refund me.Please help me!
Initial Complaint
Date:09/20/2022
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.
Damaged luggage claims On 28 of March we arrived from *** to *** Booking ref. ****** on Qatar airway.claim for the damaged bag under ******** with *********************** I have send them 56 email and 32 times calling and leave a massage.They offer a very low number only $90 and I didn't accept it and they send an email to send me a new offer and never responded any more.I did compline to **************************** and my case still open.I want a minimum of $200 dollar to replace two of my good damaged luggage.
Business Response
Date: 10/05/2022
Customer will be answered via private channels
Customer Answer
Date: 10/09/2022
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:

Hi
Qatar Airway requested the receipt for the suitcases which I did submit one receipt from ****** for $189.43 and on Sunday 7:31 PM the made an offer for $100 which I didn't accept.
My wife ****** Awesome the passenger on the same flight did purchase these suitcases not accepting anything less than $260 period.
She has to pay over $400 about 10 months ago and if we want to replace them it will cost more than $500.

Thank you
******* *********

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

Sincerely,

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

Customer Answer
Date: 12/07/2022
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,

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

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Qatar Airways is NOT a BBB Accredited Business.