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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:06/04/2024

      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.
      Qatar cancelled 2 flights on May 30 and June 2nd 2024 and then kept me on phone over 60 minutes and still would not confirm a replacement flight itinerary after the 2nd cancellation. Qatar clerks kept me on hold over 30 minutes and never rebooked me.

    • Initial Complaint

      Date:06/04/2024

      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.
      Booking reference: ****** Date of purchase: April 27, 2024 Amount paid: $1352.00 For the flight on June 2, 2024 from ******** to ********* for two people.I am writing to file a formal complaint regarding my recent experience with Qatar Airways at ****************. Despite arriving well in advance of my scheduled departure time and meeting all necessary travel requirements, my party and I were denied boarding and subjected to mistreatment by the airline staff.On June 2, 2024, which is today, upon attempting to check in for our domestic flight to ******, we were informed by Qatar Airways crew members that I required a **** to transit through *********, despite my eligibility to travel without a **** as a citizen of *****. Despite providing documentation supporting our eligibility to transit through ********* without a **** for up to 7 days, the airline staff refused to allow us to board the flight.Subsequent attempts to resolve the issue with Qatar Airways customer service proved equally fruitless. Despite booking the flight directly through Qatar Airways, they were unwilling to take responsibility or offer a satisfactory resolution. Instead, they opted to retain the entirety of our ticket funds, only refunding a portion of the taxes paid.This incident not only resulted in financial loss but also caused significant emotional distress and inconvenience. The unprofessional behavior of Qatar Airways staff and their failure to provide adequate customer service have tarnished our trust in the airline and disrupted our travel plans.As a resolution, I am seeking a full refund of the ticket fare, as well as compensation for the financial and emotional damages incurred as a result of this incident.I trust that the Better Business Bureau will investigate this matter thoroughly and assist in reaching a fair and equitable resolution.

      Customer Answer

      Date: 06/28/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:06/03/2024

      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 two travel vouchers from Qatar Airways, each valued at $1,858.75. I was informed by their refund team (in an email dated 2/4/2022 from ******************************************** that the vouchers could be used until 10/27/2023. I am sharing the text from the email below for reference.When I tried booking flights in August last year, I was told my vouchers had expired and was not allowed to use them, despite multiple email exchanges (case reference - ******************).Since I was denied the use of my vouchers despite having the written document stating they were valid until 10/27/2023, I requested a refund, as this was my hard-earned money and Qatar Airways had no right to keep it.I tried to get help through X ********** and since then, it has been over 9 months. I keep receiving the message that the Qatar Airways refund team is working on the case and waiting for exceptional approval to refund the voucher amount, as the vouchers have now expired. I am not receiving any clear guidance on when the refund will be processed. I would like to resolve this as soon as possible and receive my refund of $3,717.50 ($1,858.75 for each voucher). Please let me know if you need more information or documents.Email text for reference dated 2/4/2022 from <*******************************************>"Please also note that remaining value on vouchers ************** (******/*** *******USD) and ************** (*********** *******USD) are non-refundable. However you will still be able to utilize these values towards your future travel on Qatar Airways . these can only be utilized for future travel. These vouchers are valid until 27OCT23"

      Customer Answer

      Date: 06/28/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:06/03/2024

      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.
      Refused to update my birthdate after emailing them for almost 6 months. Refused to credit my sons ***** who is 12 years old.

      Customer Answer

      Date: 06/27/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:06/03/2024

      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 booked tickets with Qatar Airways on May 30 from ****** to *******. Booking reference ****** (4 Passengers)Flight got cancelled and they re booked it on May 31 2024 from ****** to *******. But there was a manual (AGENT Error) in booking the ticket. When I was on the way to **************, I got a call from Qatar Airlines saying there was manual error I. Issuing the ticket. They said only available option is on June 3 rd 2024 from ******* to *******. But I had many items planned after June 2nd in ******* including my **** appointment.This has totally ruined all my plans.After some time I saw an available ticket in June 2 2024 and requested them to atleast prepone it a day so that I can reach a day before. But they said I will have to pay $8000 for that change. All issues are caused by manual error by there team but they insisted I have to pay.I need to get a good compensation for all the hassle I have gone through and missing planned activities from the Qatar Airlines.Please review and help on the same:Current ticket # *************, *************, *************, *************

    • Initial Complaint

      Date:06/03/2024

      Type:Customer Service 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.
      1-Qatar Airlines employees are ignorant about valid travel documents!!2- One of Qatar Airlines employees is discriminative and rude.3-Qatar ************************* Employees are allll programmed to be procrastinating and not solving any problems although investigations and cameras proved that Qatar Airlines employees are ON FAULT! All details and documents are in the attached documents

      Customer Answer

      Date: 06/30/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:06/03/2024

      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.
      Booking reference: ****** Date of purchase: April 27, 2024 Amount paid: $1976.00 Flight on June 2, 2024, from ******** to ********* for two people.We were mistreated and denied entry at the **************** despite arriving more than 2 hours ahead. The crew insisted that my wife needed a **** to travel through ********* and refused to let us fly even domestically to ******. One of the crew tried to help us override the system as according to the law of Hong **************** my wife as a citizen of *****, can travel through ********* without needing a **** for 7 days. We contacted Qatar Airways over the phone as we booked the flight through them directly but they refused to do anything but to withhold all our ticket money and only refund part of the taxes. We don't agree that this is our fault as we should be able to board based on the law. Qatar Airways customer service was unwilling to do anything and didnt make any effort to fulfill their service, which ruined our trip and caused large financial loss as well as emotional damage due to their unprofessional training of the crew and unfriendly communications. My wife has filed a complaint regarding this matter today but put in the wrong number for the amount of money paid to the business. This current complaint has the correct number of the requested refund. I also attached our train tickets proving we were going to leave ********* the next day.

      Customer Answer

      Date: 06/28/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/23/2024

      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 Compensation and Refund Due to ********************* and Delayed Response I am writing to express my disappointment in the customer service I experienced with ********************** on *** 22nd 2024, which unfortunately resulted in me missing my flight. I had to go through the inconvenience of rebooking for a later date, which cost me an entire day. Consequently, I am seeking compensation for the incurred expenses and a refund for my previous flight seat reservation fees and Airport pick up drop fee $400. On the date in question, I arrived at the airport well ahead of time at 1:30 PM for my flight from ****** to ******. However, Flight 2919 to DFW was delayed for 1hr. In a bid to manage the situation and reach my destination, I reached out to both American Airlines and Qatar Airways customer service for alternative flight options. According to the American Airlines representative, I could have been accommodated on a different flight on the same day if Qatar Airways customer service had responded in a timely manner. Unfortunately, the lack of a prompt response from both airlines led me to cancel my trip scheduled for *** 22nd and rebook for *** 24th.During this ordeal, my family and I, including my 6-year-old child, had to wait at the counter for over two hours seeking assistance. In spite of my child's hunger, we were stuck in an unfavorable situation with no immediate help in sight. I kindly request that you look into this matter and provide appropriate compensation for the inconveniences that my family and I endured. I hope that you understand the distress this situation caused us and will take appropriate actions to rectify it.Booking Confirmation - ****** Ticket-****************

      Customer Answer

      Date: 06/18/2024

      Better Business Bureau:

      At this time, I have not been contacted by Qatar Airways neither by phone or by email regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:05/13/2024

      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.
      At (UTC) 2024-03-12 22:52 I was looking to reschedule a Qatar Airways flight (R5XBVC). I was presented with the following option from agent ******:> Agent: Please check below for details. ** *** ***** *** *** *** **** **** ** *** 28MAR *********** 0125 0915 Transit Time - 01hr and 35mins Baggage Allowance -2pc Difference in fare - ****** USD Change penalty - 0.00 USD ********************* fee - ***** USD Total - ****** USD This is the lowest available fare, shall I confirm this for you I made the decision to purchase this, however I noticed later that there was a difference between the stated transit time (01hr and 35mins) and the actual transit time (around 11 hours). This was present in line A) "** *** ***** *** *** *** **** **** QR ********************* 0125 0915" but not here in line B): "01hr and 35mins". Because I trusted Qatar to provide me with correct transit time, I did not calculate the time presented in line A) and just took B) for granted. However, after I pointed this out to the same agent, I got this response:> Agent: I do understand your concern. However, the flight details were also mentioned along with the time. Please allow me a moment to check if it is possible to waive the service fee. After two months, this has still not been resolved. The last communication I received was from ************************* from ************* ************************************** at (UTC) 2024-05-11 13:50:> In view of your request, please allow us to inform you that as per our records you requested to change the booking for 28-Mar-2024 SGN-DOH/DOH-JFK. The Agent provided all the information to you correctly and flight clearly shows that connecting time is more than 1.35. Regretfully, we will be unable to oblige your request on this occasion.In this case, the statement "The Agent provided all the information to you correctly and flight clearly shows that connecting time is more than 1.35" is incorrect, as seen by the evidence above.

      Customer Answer

      Date: 06/06/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/16/2024

      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.
      This is for honest action by Qatar Airlines Executives on an issue we have entangled in with confusing messages. Re: Ticket confirmation number ******/Ticket #************* & #**************.We purchased two business class tickets to travel between TPA and ***, departure date 11/22/2023 and returning 12/14/2023, through travel agency skyLux and paid $12267.56. This was a totally refundable ticket.Two weeks after the purchase ******* became ill and we contacted the travel agency to initiate refund. A letter from the ******* Care Physician advising ******* not to travel and the letter was forwarded to the agency.On 11/20/2023 ******* was admitted to the cardiac ICU at ********************** following a cardiac emergency. He stayed in the Cardiac ICU until 11/22/2023. Pursuant to that he was back in the hospital for cardiac care 11/24 thru 11/26/2023 and 12/04 thru 12/07/2023.Under these circumstances we could not make the flight. All documents showing these hospital stay were transmitted to the travel agency.According to skybox travel the airlines declined refund, though there was adequate proof that we were unable to travel on the assigned dates. Furthermore, ******* is on continuous treatment for his cardiac illness and at the age of 87+ his ability to travel internationally is quite bleak.Qatar Airlines has the moral and legal obligation to refund these tickets I n full immediately.I was made to understand that Qatar Airlines have high reputation and hope the executives of the airlines will do the necessary to hold that reputation to hold.Unfortunately, our very first experience with Qatar Airlines has been disappointing. We have been loyal customers of Etihad Airways, using their services many times flying business class from *** to *****. Many in our family have flown to ***** from *** by Qatar Airlines and we opted to try your services. So far our experience have been disappointing and it is now up to you to change it.

      Business Response

      Date: 04/17/2024

      Customer must write directly to ********************** via our website 

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

      Customer Answer

      Date: 04/18/2024

      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:

      As per instructions in the attached message, we have responded to Qatar Airways directly at the website provided in the attachment to your messsge. 
      Hope Qatar Airways will keep you up to date on their actions to our complaint. 

       

       

       

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


      Sincerely,

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




       

    Qatar Airways is NOT a BBB Accredited Business.

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