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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

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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:01/10/2025

      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 booked a flight for my parents from ***** to the **, scheduled for November 18th, 2024. There were two special requests made for their tickets: one for a wheelchair for my mother and another for a specific meal preference. My mother suffers from severe arthritis, which causes swelling in her feet and makes it difficult for her to walk, which is why the wheelchair request was necessary. Additionally, my parents follow the Jain religion and have dietary restrictions, avoiding foods like onions and potatoes. Therefore, I requested a Jain meal for them.When my parents flew from ***** to ****, the first leg of their journey, my mother was not provided with the requested wheelchair. When they inquired about it at the check-in counter, they were directed to a different area, where they were told assistance would be available. However, there was no wheelchair assistance in that location. Despite their struggles, my parents managed to board the flight and informed me about the incident.I immediately contacted the airline through chat to address the situation and ensure that they would receive the necessary support when they arrived in ****. In addition to her mobility issues, my mother is hearing impaired, and neither of them speaks the local language. Despite these challenges, they were once again not provided with any assistance in ****. To make matters worse, they were also not given the correct meal on the plane. It seems they either ran out of the proper meals or failed to provide the requested Jain meal.The airline failed to provide the necessary services and assistance that were promised. Furthermore, they disrespected my parents by not offering the correct meal, causing additional distress to my disabled mother and father.

    • Initial Complaint

      Date:01/07/2025

      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 planned an itinerary *******-****-******* on 7/29 with my beloved dog to *****. However, when I arrived at the airport, I was suddenly told that the food I brought for my dog did not comply with their policy. The staff specifically asked for kibble from a pet store, which I had no time to obtain before check-in closed. I was effectively forced to pay a $581 flight change fee to fly two days later.I believe I shouldnt bear full responsibility for this cost, considering:Other ********************************* allow dogs in cabin without requiring specific food. My dog was fed before check-in and would have been fine without additional food. The kibble requirement seemed unnecessary and purely formal.Alternative solutions ignored: The Chicago staff could have allowed me to sign a waiver accepting full responsibility for my dogs health. I know this is possible since, when transiting from ****, I was forced to sign a waiver due to the local temperature exceeding safe transport levels for pets. This inconsistency shows that the airline prioritizes convenience over resolving customer concerns.Flawed pet policy: The airlines online policy has flaws, lacks clarity, and even feels like a trap for customers. I always provide enough food for my dog, and this time I brought plain bread and chicken breast, both absolutely safe as carbs and protein. I chose these over kibble to cheer her up during the flight by offering her favorite food. However, there is no mention of kibble or dry food in the policy, as shown in the screenshots I took on 7/29. Yet the counter staff coldly repeated that kibble was mandatory, leaving me no viable options.The misleading guidance and lack of flexibility caused me financial and emotional distress. Attempts to resolve this through customer service were ignored.I request a refund of the $581 flight change fee, as the unclear policy, inflexible staff, and poor handling of pet travel issues made the situation unavoidable.

      Customer Answer

      Date: 02/01/2025

      Better Business Bureau:

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

      Sincerely,

      ******** ***

    • Initial Complaint

      Date:12/26/2024

      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.
      Date of Transaction:November 9th, 2024 (initial flight booking and check-in)December 11th, 2024 (return flight booking)The Amount of Money Paid for the Business:Initial ticket expenses: $1231.56 Additional rebooking fee: $440 Total: $1671.56 Additional expenses for baggage delay and hotel accommodations: $515 What the Business Committed to Provide You:JetBlue and Qatar Airways was supposed to be committed to providing a seamless travel experience from ************ to *********, including checked baggage handling and boarding passes for all connecting flights.Qatar Airways was supposed to be committed to providing a confirmed seat on the flight from *** to **** and from ********* to *************What is the Nature of the Dispute:Despite having a confirmed boarding pass, I was denied boarding at *********** due to the flight being full. I was directed to rebook my flight without any prior notification or explanation.On my return journey, my confirmed reservation was unexpectedly put on hold or canceled without any prior notification, causing additional expenses and inconvenience.Whether or Not the Business Has Tried to Resolve the Problem:Qatar Airways customer service was contacted multiple times and lodged a complain CAS-*******-****** ) *****************, but they were unable to provide immediate assistance or resolution at the airport.I had to rebook my flights and pay additional fees out of pocket.After filing a complaint for my missing bag, it took three days and numerous follow-up calls to finally receive my bag.

      Customer Answer

      Date: 01/20/2025

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

      [Your Answer Here]

       

       I have not got any response back since I replied to Qatar's response email. The details from Qatar response email and my reply back to Qatar is attached in PDF document for your reference. I request you to proceed with actions against Qatar on my issue . Thank you. 

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:12/10/2024

      Type:Billing 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 am a Gold status frequent flier with Qatar Airlines. Flew from *** to **** on N0v 18, 2024 flight ******** privelege card clearly states on Qatar site that I can either take another suitcase free of charge or 20kg extra weight. I chose to take 7 kg extra weight and at check in was forced to pay $75 fee for extra weight.There were no asterisk, no mentions of any limitations, routes or anything of the sort. Attached is the screen shot of my profile.I contacted QA to get reimbirsed and was refused. There is noone to appela to, noone to talk to , and customer service is horrendously slow.

      Customer Answer

      Date: 01/04/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/09/2024

      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.
      Date of Transaction: Nov. 06, 2024 Qatar Airways Ticket Purchase: 2 Tickets Amount of Purchase: $1,625.12 Purchase Time: Once payment is made, received ******* (PNR): ******, Via email on Nov. 6 @ 10:43 PM The website Clearly Says-"Customer has 24 Hrs to Cancel" (Nothing related to when the 24-hour clock starts)Booking Cancelled: November 07, 10:38 PM (Conf. received via email). I was well within 24 Hrs. Window.Airline Refunded: $985.12 Penalty for Cancellation past 24 hrs: $640.00 Reasons Given: 24 Hr. clock begins from "BOOKING CREATION"-Nowhere on the web site it define when the "24 Hr Clock begins from "Booking Creation" Nor there is a TIME STAMP, such as "24 Hrs. clocks start's NOW" or a link to understand what is Booking creation time. After repeated complaints, I am told the Refund Rules are defined in ****************************** This is a "DECEPTIVE" practice, and 24 Hrs Clock should start, after payment is made and a email with received by the customer. I cancelled FULL 5 Min. (Nov 7, 10:38pm) before 24 Hrs from the time PNR was received at 10:43pm, NOV. 06.I request Qatar consider refunding the PENALTY, and this DECEPTIVE Practice CEASE immediately.Thanks ******* **** PS: CHAT CONVERSATION IS ATTACHED AS PROOF THAT THEY TELLING THEIR PROCESS

      Customer Answer

      Date: 01/02/2025

      Better Business Bureau:

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

      Sincerely,

      ****** ****

    • Initial Complaint

      Date:12/04/2024

      Type:Service or Repair 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.
      Incident Details I am filing a complaint against Qatar Airways regarding a recent incident that took place during my travel experience. On [Date], I attempted to board a flight from [Airport] to ****, Qatar, with my family, including my 2-year-old child. Upon arrival at the airport, I was informed that I could not board the flight because my passport was within the six-month validity requirement. However, during the booking process on Qatar Airways website, there were no alerts or warnings that would have indicated this issue. The booking was completed without any indication of a problem with my passports validity.Despite this oversight in the booking process, I was not offered any assistance by Qatar Airways agents at the airport. The staff, especially the manager, was unhelpful and rude, and no alternative solutions or support were offered. I was not given an opportunity to resolve the issue by renewing my passport at the airport, as was the case for a friend who traveled recently with a similar issue. My friend was assisted by airport staff in *****, who helped her renew her passport on the same day for an additional fee and allowed her to board the ********* my case, Qatar Airways insisted on additional payment for a new ticket or rebooking, without offering any practical help, despite the circumstances. This has caused significant inconvenience, financial loss, and wasted vacation time. I also find it disrespectful that my situation was not treated with care, especially as I was traveling with a young child.

    • Initial Complaint

      Date:12/04/2024

      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.
      Subject: Request for Fair Compensation Case Number *** *** ******************* Dear Qatar Airways,I hope this letter finds you well. I am writing this letter to express my dissatisfaction with the damages I sustained on my travel via your esteemed airline. Before resorting to legal means, I am making an effort to resolve our differences amicably and out of court.On May 28, I travelled from *** to SVO on one of your flights. Upon arrival, I regret to inform you that I found my two luggage bags extensively damaged. They had broken wheels and handles, and the hard surface was dented and broken in several areas. I completed a report at the airport and was issued the above case reference number for this grievance.Upon checking into my hotel and unloading my damaged belongings, I discovered that several of my personal items, including a box of chocolates, an iPhone, an iPad Air, and two pairs of sunglasses, were also damaged and rendered useless. I promptly responded to a follow-up email from the airport crew reporting the secondary damages and I have included this report in the attachments for your reference.After 13 days of correspondence and follow-ups, I received an offer from your staff for compensation - a sum of $60. It troubles me that this proposed amount does not seem to take into consideration the estimated value of my damaged items, which amounts to approximately $2610.02. This value does not include the inconvenience and distress I had to go through while I was supposed to be on vacation.

    • Initial Complaint

      Date:12/03/2024

      Type:Service or Repair 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 lost all my luggage due to QATAR airlines fault . My booking refference is ******. When my original flight was delayed, Qatar airlines rebooked my ticket through *************** under same Refference number. I reached ***** and filed missing baggage claim with Qatar airlines. Staff not at all friendly and tried to trick me by not giving the file Refference number. I checked in my hand baggage also as flight was full and took my luggage at the gate . Its more than 48 hours . I have been trying with no luck . I need compensation to buy the things as I do not have money . I sincerely request for the help here . My India number is *************. My email address is : ************************ Please contact Etihad or Qatar or some airline to send baggage to ***** .

      Customer Answer

      Date: 12/28/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Qatar Airways has been resolved.

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


      Sincerely,

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

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair 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.
      My claim with credit card is being denied solely on the basis that I took their flight. Qatar is rejecting the claim and not compensating me for all the inconvenience I listed in the attached document for their poor quality of service. I have reported this to ******************************* as well and would appreciate if BBB can take an action so other customers do not face the same experience as me. The attitude of their agents is pathetic and they are not sorry for the baggage delays, damages etc at all as it seems like a norm for them. They must be punished and penalized.

      Customer Answer

      Date: 12/26/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:11/19/2024

      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 booked tickets online on 26th July, 2024 for my parents from Qatar Airways website (******* to *******). I tried using *************** credit card to pay ($3577.05), the transaction didnt complete. I then completed the booking using my India bank account (*****. However, there was a charge that appeared on my BoFA CC for which I raised a dispute on 1st Aug, 2024, and BoFA refunded to my ************, I received an email communication from Qatar that they have cancelled my booking. I have been trying to get a refund of the tickets (**** account - *** *********. I have contacted Qatar customer service multiple times, opened a service request - ******************. I am still waiting for my refund for more than three months now.

      Customer Answer

      Date: 12/14/2024

      Better Business Bureau:

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

      Sincerely,

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

    Qatar Airways is NOT a BBB Accredited Business.

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