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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

    • 394 total complaints in the last 3 years.
    • 109 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:06/26/2024

      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.
      Our flight from *** to ***, with a transfer to DOH, was delayed for over 24hours. I've reached out to Qatar for delay compensation of 600 EUR ($642.30) per person as stated on their website (**************************************************************************). I've already called them. They are refusing to compensate my daughter and I. Aubrianna *******************, Confirmation ****** ******************************, Confirmation ******

      Customer Answer

      Date: 07/22/2024

      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]

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:06/11/2024

      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 May 8th I traveled from IAD to DXB on Qatar Airways business class.- in ***** and received a damaged bag, so I immediately went to the baggage service office and submitted a damaged bag report, and was given a copy of it, and was informed that I will be contacted by QR in a day or two. - One week passed NOT hearing from no one, so I managed to find the claim online on their site, and although all the information is there (my contacts, flight info, damage description etc.. ), the claim shows pending? - sent an email complaining why after one week nothing happened. - Next day I received, what clearly is an insincere apology, from a person ***************************** , telling me that a SOME form PPQ must be submitted before proceeding with the claim. -I looked at the form and all information requested in this form has already been provided and its available in their system (screen shots attached).- I replied back and informed him that I dont have a printer, TO PRINT AND FILL A HAND WRITTEN FORM, SCAN AND SEND BACK, and that surprisingly all the information he is asking me to fill and send is already there in their system, (same info provided at the airport with report attached)-Only to receive another email from him continuing to insist that he will not process the claim if I dont provide this PPQ, despite me sending him the report I received at the airport and pics of my damaged bag, and even the luggage tag, and all my information. - I went online and sent him screen shots from my claim on qatarairways.com showing all my information is there, and how qatarairways doesnt allow uploading documents online to the claim resent him everything I sent before, which of course he continued to refuse to upload them onto my claim. THIS BECAME A CLEAR STUBERNESS FROM ONE STAFF NSISTING ON HARRASING A BUSINESS CLASS CUSTOMER AND ACCUSING ME OF NOT BEING COOPERATIVE I AM SHOCKED BY THIS KIND OF HORRIBE, CUSTOMER SERVICE FROM AN ORGANIZATION CLAIMING TO BE A 5 STAR AIRLINE

      Customer Answer

      Date: 07/06/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:06/06/2024

      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.
      To Whom It May ********* am writing to file a formal complaint against Qatar Airways regarding an unresolved baggage damage claim. My flight took place on April 27, 2024, with booking reference ******* flight QR970 from **** to ***********Upon arrival, I discovered that my brand new suitcase, which cost $459, was severely damaged. Qatar Airways initially offered a settlement of 500 baht ($13), which I declined. Instead, a damage report was filed.On May 22, 2024, Qatar Airways offered a settlement of $332 and requested my bank details, which I promptly provided. However, despite numerous follow-**** I have not received the compensation. The airline has cited a payment failure and the issue has remained unresolved for over two months. Repeated calls to their customer service often result in the call being hung up, preventing any progress.This experience has caused significant emotional distress, and the damaged suitcase is now unusable for travel. I seek the Better Business Bureaus assistance in resolving this matter and ensuring that Qatar Airways fulfills its compensation obligations promptly.Thank you for your attention to this urgent matter.Sincerely,************************ *************************************************************************************** Email: ************************** Phone: ***************

      Customer Answer

      Date: 06/30/2024

      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]

       

       

       

       

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

      Sincerely,

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

      Customer Answer

      Date: 07/02/2024

      Dear BBB,

      I am writing to clarify the ongoing issue with Qatar Airways regarding a damaged baggage claim.

      Incident Details:

      Incident Date: April 29, 2024

      Summary:

      1.My brand new suitcase was severely damaged during my flight. I reported the damage immediately and submitted all required documents.
      2.Qatar Airways agreed to a settlement of $332. Despite submitting my bank details multiple times (first on May 29, 2024, and again on June 6, 2024, with different banks), the payment has not been processed.
      3.The Phnom *********** repeatedly asked for redundant information and provided misleading updates, causing significant delays and frustration.
      4.I escalated the issue to Qatar Airways main support team via ******* and other channels.
      5.Recently, I was informed that the payment had been transferred, but upon checking with my bank, no deposit was found.

      This has been an ongoing issue for over two months, causing considerable stress and inconvenience. I seek your assistance in ensuring that Qatar Airways fulfills their obligation and provides the agreed settlement promptly.

      Sincerely,


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

    • 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,

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

    Qatar Airways is NOT a BBB Accredited Business.

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