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Business Profile

Airlines

Qatar Airways

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

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Qatar Airways has 5 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/20/2022

      Type:Product Issues
      Status:
      Unresolved
      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 bought a ticket flying from ************* to ******* ***** departing on July 26th and returning on August 10th through a third party called ****************.** for USD ******** (Ref No ******). On my departure date, I had excess luggage and the lady at the kiosk wanted to charge me $350 instead of the usual $250. Upon showing her the luggage rates from Qatar airline, they asked me to rebook my ticket which I gladly did. Now, Qatar airline is stating that they have issued a refund for my unused return ticket whereas the agency is stating that they didnt receive the refund. Yesterday, 13 September 2022, I called Qatar airline for the 100+ times and the lady I spoke to stated that the ticket is still open. My question is: Is the ticket closed or not and how much was the refund amount?

      Business Response

      Date: 09/20/2022

      Claim was received by ************* and will be answered via private channels.  

      Customer Answer

      Date: 10/06/2022

      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 you have on several occasions stated that my claim will be addressed privately, and it has not. I have emailed Qatar airways severally and have received NO response. I am still waiting for an email response for (case reference: ??******************** *****************

       

       

       

       

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


      Sincerely,

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




       

      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.

      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 no response was provided addressing my issue. 

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:09/14/2022

      Type:Product Issues
      Status:
      Unanswered
      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 charged twice for a seat upgrade. Qatar Airways assured me on their ******* customer service that the amount would be refunded (because it charged me twice with no upgrade). However, Qatar Airlines said I received the upgrade (which I paid for with another card at the airport), and refused to revert the incorrect double charge. I have every screenshot and conversation with the representativesz

      Customer Answer

      Date: 10/08/2022

      Better Business Bureau:

      At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:09/12/2022

      Type:Product Issues
      Status:
      Unresolved
      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 22nd Aug. we had a flight from Qatar to ******. All of our suitcases went missing and arrived several days later. One of them is completely broken. We filed a complaint at the airport, and online (**********). I sent several times emails to get an update and no answer is provided, none of the phones they provided on their forms answered our call. Other airlines compensate for the damage, but it is frustrating that Qatar Airways, which claims to be the best, is not compensating for their damage.

      Business Response

      Date: 09/13/2022

      Case has been escalated to the Airport for further handling.

      Customer Answer

      Date: 09/15/2022

      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:

      There is no action taken by the business, except they claimed they will contact the airport. Now, three weeks passed and nothing has been changed.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 10/04/2022

      We will ask the Airport team to follow-up with the customer.

      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:

      Nothing has changed and no contact or compensation has been made 

      [Your Answer Here]

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:09/06/2022

      Type:Product Issues
      Status:
      Answered
      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 my flight from *** to ******* on 09/21/2021 with Qatar Airways and the week before my flight time, I got Coivd 19. I called the QatarAirways to cancel my flight or give my credits to travel again when I feel better. Qatar Airways said they will give me a credit for $970.05 to travel again, the flight credit will expire within two years and they send it through my email. Until now, I didn't receive any credit or any money back from them. After that, I called many times and they said the same thing, they will send the flight credit to my email but I didn't receive anything from them. I hope you can help me to get my money back or get flight credits.Thank you

      Business Response

      Date: 09/07/2022

      Customer is encouraged to contact our *********** team at **************.  They will investigate the refund.  Alternatively, the customer can write to our ************* team via our website - ******************************************************************

    • Initial Complaint

      Date:09/06/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 5th, Qatar canceled my international flight from *** to *** after we boarded the plane. On August 6th, I filed a complaint with them (****************** ) CRM:*************) for all inconveniences and additional expenses we had incurred as a result of flight cancellation, and I followed up by email on August 11th. On August 29th, I filed another complaint about my experience with the rescheduled flight and damaged baggage during the flight(CAS-************** ) CRM:*************. Despite their auto-generated email stating that I would be contacted shortly, I have yet to receive a response and resolution from Qatar. There is no telephone number to contact for resolution. The number ************ is only meant for reservations and no other help.

      Business Response

      Date: 09/20/2022

      ************* will respond to the customer via private channels.

      Customer Answer

      Date: 09/21/2022

      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 filed a complaint with the BBB because the company was unresponsive through private channels. It appears a little ridiculous that Qatar Airways is requesting that the complaint be resolved through private channels when they have been completely unresponsive to my multiple attempts to contact them directly. At this point, I am skeptical that Qatar Airways will provide a satisfactory solution via a private channel. I'd like to keep this complaint open on the BBB website until it's resolved.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 11/21/2022

      Due to an unusually high number of requests we are taking longer than normal to respond to queries.

      We apologize for the delay and will endeavor to respond as soon as we can.

      Your patience is appreciated

       

      Customer Answer

      Date: 02/21/2023

      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:

      [It is difficult to understand how a large organization like Qatar Airways has been unable to resolve the dispute for so many months and is still requesting more time.]

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:09/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 flight from ************* to **** in Jun 8 2022 and I received one of my baggage broken so after back to ************* I noticed this company with my broken baggage. As a result, they noticed me for paying 65$ but I cant buy my baggage in this price. However, they didnt pay it yet. If this issue didnt happen to me I would have needed to buy a baggage.I think they should pay more money for this happening that I spend money to it.Thank you Best Regards,*************************

      Business Response

      Date: 09/01/2022

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

    • Initial Complaint

      Date:08/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 July 17, 2022, Qatar Airways lost my bag, which has not been recovered. I filed a complaint, which they didn't officially log into your system until July 23. They also gave me the instruction that it must be missing for 28 days before they would classify the luggage as lost. As of this submission, it has been 40 days since Qatar Airways lost my luggage and 32 days since they officially filed the luggage as missing in their online tracker. I expect compensation for my lost luggage and reimbursement for the expenses I incurred as a result of this loss. I submitted an inventory of items lost with the value of those items(total: $3,990.21 USD), as well as receipts of the expenses that I incurred as a result of this loss for reimbursement (total: $1407.93 USD), as instructed.My luggage can now be categorized as lost and my expenses have been submitted. Qatar Airways has not responded or made any effort to resolve the problem despite my repeated requests.

      Business Response

      Date: 08/26/2022

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

      Customer Answer

      Date: 09/08/2022

      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 had already used this form in one of my many attempt to reach out to Qatar Airways. This was one of several unproductive instructions that I received from Qatar Airways that either had me running around in circles by revisiting pages and forms that I had already used (including the original questionnaire I included with my complaint); or by sending me to dead ends by telling me to use a WhatsApp chat to ask for help that turned out to no longer be in service.

      They have finally resolved the issue separately as of today, September 8. The reason I reject this Qatar Airway's response as a resolution is because I only finally got a response from one of two methods, as far as I can tell: 

      1. BBB's intervention.

      2. Since filing with BBB, I managed to contact somebody in ********* airport that works at Qatar Airways by reaching them on their personal number and asked for help. This person followed up with me and told me he spoke with someone who would take care of it.

      As a consumer, I do not see either of these methods and reasonable or repeatable means of resolving issues with Qatar Airways.


       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:08/24/2022

      Type:Product Issues
      Status:
      Answered
      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 afternoon,After many attempts of explaining the issue to the customer service, we have been informed to contact you to this email address to resolve our issue. On Saturday August 13, 2022, we chose to buy *****-Kathmandu tickets for 2 passengers: ******************************************* for October 18, 2022. During the payment, the Qatar Airways website crashed and we did not receive any confirmation of the booking. We waited to see if we received an email confirmation of the purchase but we had received nothing. So we decided to reconnect to Qatar Airways website to buy the same tickets for the same destination and the exact same date. The tickets initially wanted (the exact times no longer existing, we bought tickets for the same departure time from ***** (Ref: ******) for which we received confirmation by email at 7:19 p.m. At 7:40 p.m. the same day we received confirmation that the first tickets had finally been processed and confirmed by Qatar Airways (ref: ******), so we ended up with 2 *****-Kathmandu tickets for the same passengers and the same date.We called Qatar Airways customer service on August 15th, 2022, the agent over the phone understood the concern and did tell us that he will cancel himself one of the ticket so we can get fully reimbursed. He confirmed that he could see the concern and guaranteed us that we would be reimbursed in full since of course we will not be taking the 2 flights the same day from ***** to Kathmandu for the same passengers.Since then, we received a partial refund of $694.4 out of the total price of $1194.4. To remind you we paid the exact same amount of $1194.4 twice due to the double booking.We would like your help to resolve this concern as we can't pay fee due to website crashing. You can see that we have the other ticket confirmed on the same date for the same destination and same passengers (ref: ******). We value Qatar Airways for the customer service and professionalism, this is why we booked flight tickets through

      Business Response

      Date: 08/26/2022

      Customer will be answered via private channels.

    • Initial Complaint

      Date:08/24/2022

      Type:Product Issues
      Status:
      Resolved
      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 my tickets Ticket booked on 23May - USD ******* Rested cancellation and refund request on July 1 , refund amount $1255.53 ( agree to pay penalty to cancellation Deducted amount : *****) They are saying that they have processed my refund.I have not received any email about refund nor amount credited to my account.When I called customer care, They said i need to wait for 28 working days ( from 1st July). It has been more than 28 days and still waiting for my refund.They are not giving correct response on email nor on phone. Attaching refund request acknowledgement email that i received on 07/01. Need your help to expedite refund to my account. Booking Ref PNR #******

      Business Response

      Date: 08/26/2022

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

      Customer Answer

      Date: 08/29/2022

      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: Despite multiple follow up with them having long calls they are not responding. Even they don't give any ETA for refund on ******* as well. I will accept their response in email about ETA of refund  only. 

      [Your Answer Here]

       

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 08/30/2022

      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,

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



       

    • Initial Complaint

      Date:08/22/2022

      Type:Product Issues
      Status:
      Resolved
      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 to cancel a flight with Qatar that was planned for Feb 2020 due to the pandemic. I was given a voucher on 9/17/2020 that was good for booking another trip for 2 years from that date and another year to take the trip. I kept in touch with Qatar several times from Feb. 2020 till now to assure I could get a refund if I could not take the trip, I was assured I could get a refund. I first requested the refund on 6/16/2022 and was told they would start the process. I called back on 6/29/2022 to check on it and was told the request was submitted, but not processed, but it was now going to be processed. Several more calls since then and I am told they refunded the fare and gave me a refund #. But the refund has not shown up on my **************** credit card. I have been in touch with Cap One. They have gone through all transactions since 2020 and do not see the credit. I have asked Qatar for the transaction number and they keep saying they are requesting it, but I never get it.

      Customer Answer

      Date: 08/24/2022

      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:

      P I realized the credit I see on my CapitalOne account is just a temporary refund CapitalOne has placed there.  As Qatar keeps telling me they refunded the money and that it is my bank (credit card company) that is the problem.  I have CapitalOne also working on this matter.  The temporary refund shown on CapitalOne account did not come from Qatar and may go away if Qatar does not compete the process of refunding my money to my CapitalOne account.

        

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 09/24/2022

      This complaint has been resolved.  Qatar has now finally refunded the price of my ticket and the credit has been posted to my credit card acocunt.

    Qatar Airways is NOT a BBB Accredited Business.

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