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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:08/21/2024

      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 am writing to formally request a refund for an additional charge incurred due to a flight overbooking incident involving Qatar Airways. Below is a detailed account of the situation:1. **Ticket Purchase**: On April 11, 2024, I purchased a one-way ticket from ******/********** (***) to **** (DOH) for $1,048.35. On April 22, 2024, I purchased two return tickets from **** to ******/********** for $2,140.32, one for myself and one for my wife.2. **Change in Plans**: Due to delays with paperwork, my wife had to remain in **** longer than initially planned. Upon contacting Qatar Airways, I was advised that her ticket could remain open until a new travel date was confirmed.3. **Rebooking**: On June 9, 2024, I called to confirm a new booking for my wife on the 01:00 AM flight scheduled for June 15, 2024. I paid an additional $505.81 to secure this flight. Although a representative offered the 09:00 AM flight at no extra charge, I chose to pay the additional amount to avoid further inconvenience for my wife.4. **Flight Overbooking Incident**: On June 14, 2024, my wife arrived at the airport on time only to find that her flight had been overbooked. Qatar Airways apologized and provided a written agreement for a $250 reimbursement, in exchange for not taking legal action. Despite this, we experienced repeated delays and confusion while attempting to receive the promised reimbursement.5. **Request for Refund**: Given the inconvenience and additional expenses incurred due to the overbooking, I am requesting a full refund of the $505.81 paid to confirm the 01:00 AM flight. My wife ended up spending the entire night at the airport and ultimately traveled on the 09:00 AM flight.

      Customer Answer

      Date: 09/17/2024

      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:08/20/2024

      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: Urgent Request for Full Refund of Cancelled Ticket - Booking Reference # ****** Dear Qatar Airways Customer Support Team,I am writing to express my deep concern and dissatisfaction regarding the handling of the refund for my daughters cancelled return ticket, associated with booking reference # ******.Due to unforeseen circumstances, I had to cancel her return travel scheduled for July 30, 2024. I contacted customer service to request a refund of the travel voucher used for future bookings. During the call, your agent informed me that I would be refunded *** ******. However, a week later, I received an email stating that only *** ***** would be refunded. It is worth mentioning that I didn't even receive the refund of *** ****. When I reached out for clarification July 5 2024 at 9:25PM , the response was unclear, and the call was abruptly disconnected with the assertion that the travel voucher could not be reissued. This treatment is unacceptable and lacks transparency, which is not what I expect from a reputed airline like Qatar Airways.I kindly request that you review this case and provide the full refund of *** ****** as initially communicated. I believe this is a reasonable and fair resolution given the circumstances. I have attached the electronic ticket for your reference. I look forward to your prompt response and resolution of this matter.Thank you for your attention to this urgent issue.Sincerely,*****************

      Customer Answer

      Date: 09/14/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/20/2024

      Type:Sales and Advertising 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 should have been in ************* on 8/15/2024 but I been in ************* on 8/16 2024

      Customer Answer

      Date: 09/14/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/19/2024

      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.
      I traveled with Qatar airways from **** to *** on my arrival at ***. The wheels on my luggage were broken. I approached a Qatar agent that was in the baggage arrival section. I was told by her I need to contact someone at Qatar directly because they do not have baggage claim in the airport. I made a claim on July ************************************************************************************ the runaround. I would like my bag to be fixed or I would like a coupon to replace my bag.

      Customer Answer

      Date: 09/12/2024

      Better Business Bureau:

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

      Sincerely,

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

      Customer Answer

      Date: 09/12/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/14/2024

      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 had a ticket to travel with Qatar Airways from ****** to ******* via **** connection on 4th August with flight number *****. My booking reference ******. Qatar Airways had a delay in my first flight which as a result, I could not catch my connecting flight. As a result, many travelers, including myself, missed their connecting flights. When I requested assistance from a Qatar Airways agent at the ************** to travel to **** and stay there for the next available flight, my request was denied. I was left at the airport for over 9 hours without any clear explanation or alternative travel options. When I contacted the Qatar Airways office , I was informed that they could not accommodate travel to the **** for the next 10 days as all flights were fully booked. I had no choice except to buy another ticket which was more expensive due to purchase on the same day. I had horrible experience with lack of customer service and responsiveness by Quatar Airways. I have requested for refund and compensation for the new ticket, but there is no response so far. I seek your support on this matter.

      Customer Answer

      Date: 09/08/2024

      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 recently communicated with Qatar Airways regarding my request for compensation for an alternate ticket. Unfortunately, they informed me that they are unable to accommodate my request on this occasion.
      They claimed that my travel had been rebooked for a later date, but this is not accurate. No new alternate date has been booked for me. Additionally, when I requested to travel to **** and wait there for the next available flight, my request was denied. Upon calling the Qatar Airways office, I was told that the earliest available flight would be in the next 10 days, which is not acceptable.

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

      Sincerely,

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

    • Initial Complaint

      Date:08/14/2024

      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 encountered significant issues while booking two one-way tickets with Qatar Airways using points. The first booking, *** to LGA (******), was successful. However, for the return flight, LGA to *** ********* the payment system failed. After spending over an hour with customer service, they confirmed the ticket was issued with ***************** (******) but later advised me to cancel and rebook. Despite waiting, the seats never became available. I was advised to purchase a cash ticket, but no seats were available. This led to the forced cancellation of the original booking (******). I was promised a full refund, but instead received an email stating a $25 cancellation fee per passenger would be deducted.As an Executive Platinum member with ***************** and a frequent traveler, I am extremely disappointed by Qatar Airways' failure to take responsibility for their system error. This issue has caused me significant inconvenience, including prepaid hotel and car rental expenses. I am requesting a full refund of the ****** points and $20.20 in taxes, without the $25 fee, as this issue was entirely due to Qatar Airways' system failure.

    • Initial Complaint

      Date:08/13/2024

      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.
      On June 29, 2024 I paid $1674.10 USD for round-trip tickets ATL-***, travel dates Feb 02, 2025 through March 10, 2025.Since booking my ticket, I have received several notices to changes in the type of aircraft as well as changes in departure times. I called **************** July 25, 2024 to ask about cancelling my flight and if it was ok to do so, and if I would get back my fare, and was told that yes, I would get back my fare. So I cancelled my ticket. The next day July 26, I get a notice that my refund is $1254.10.I called and spoke with two agents who would not escalate my call to a supervisor, but instead encouraged me to email their team. I used their online chat option and was once again encouraged to email, while telling me that there was $200 cancellation fee and $220 seat fee. None of this is mentioned in the Fare Rules that is attached to the E-ticket. Again, when I spoke to an agent 7/25, I was given the impression that I would receive back my entire fare. I emailed ************* August 2, 2024 and have yet to receive any response. The case number for that is: ****************** My refund is short $420 USD, and that is what I am asking to be refunded back to me.

      Customer Answer

      Date: 09/06/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/12/2024

      Type:Delivery 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 filing a claim for delayed baggage on my Qatar Airways flight. Despite arriving at my destination on June 12 2024, my checked baggage was delayed and only received 10 days later, on June 22 2024. Unfortunately, Qatar Airways failed to provide updates or communication regarding the status of my baggage, causing significant inconvenience and distress.My baggage details are as follows: - Claim Number: ********** PNR: ****** Flight Number: ************* Departure City: ********* Arrival City: ******* Date: June 12 2024

      Customer Answer

      Date: 09/06/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/05/2024

      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 am reaching out regarding an issue with my family's trip. We were returning to ************* from ****** this morning, July 27, through flight# QR491 from ****** to ****. We checked in at around 2 AM, while the flight was scheduled for 5:10 AM, which was further delayed to 6:10 AM. We were informed by the staff at the Qatar Airways counter right at check-in that my littler daughter's US passport expired a few months ago and she cannot board the plane. They confirmed this with **** and US TSA at the border. I decided to return to the ** while having my wife stay back with the kids until we extend the passport. I was told by the staff that since we showed up early and checked in, she will post a comment to the record after the flight departs indicating that this WAS NOT a NO SHOW, so that the ticket remains open and we can change the date without paying a no-show penalty once the issue is resolved. I confirmed this with the staff 3 times while at the *** airport.However, upon landing in **** and checking with my travel agent, he said that No-Show was reported on the system. I checked with the sales and customer service desks at ************ and they said they cannot remove this since Tehran staff made a mistake as they did not cancel the ticket until the flight left, while we requested more than 3 hours before departure. They advised me to reach out to you to request the no-show removal. Please kindly help with that. I am going to the passport office in ************* on Monday to re-issue my daughter's passport and will then request my travel agent to change my family's return ticket hopefully to within 7 days. Having to pay a no show penalty contradicts what I was told by the check-in counter staff and the time we attempted to check-in and were denied.Booking information is below:Reference number: ****** ****** ******** ** ***************** ******************************* ** ***************** ********************************** ** ***************** ********************************** ********

      Customer Answer

      Date: 08/30/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/26/2024

      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.
      On 6/8/24, I bought Qatar Airways tickets from ************* to ****** and back for our family, 2 award tickets and 2 economy tickets. The economy tickets had an option to make a free date change and the award tickets could be changed for $25 per person. After deciding the date of 11/10/2024 was suitable as a new return date because 7 tickets were available, according to Qatar Airways app. I changed the economy tickets for free but when I called the airline to change the award tickets, I was told they were not available on 11/10/2024. The airline offered me to change them to November 9, 2014 instead. I made the change for $25 and tried to change our economy tickets to the same date but the Airline requested a fee of $590 for the new change. I refused to pay for the change that was originally free and checked the cancellation option. The refund fee was an acceptable $37. I double checked it on both the website and on the app (screenshots attached) and wanted to submit it, but the Airline locked me out saying I made too many log in attempts. I tried to cancel the ticket without logging in, but the website showed me an internal server error message. I called the technical support and asked to unlock my account, but they told me there is nothing they can do and asked me to wait 24 hours. After my account was later unlocked, I tried to cancel the ticket, but the Airline increased the refund fee from $37 to $837. When I called ***************** they asked me to send the screenshots showing the refund fee should be $37, and wait 48 hours for the management to approve the refund request. However, today they informed me they will not honor the screenshots. Im at the end of my options because any attempts to coordinate my daughters and my tickets with my wifes tickets are met with the airlines attempts to block it with allegedly unavailable tickets, high ticket change fees, log in blocks, internal server errors, jumping refund fees and refusals to honor $37 refund fee.

      Customer Answer

      Date: 08/20/2024

      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.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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