Complaints

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

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  Qatar Airways

  350 5th Ave, Suite 7600 New York, NY 10118

• 

  Qatar Airways

  1200 Smith St., Ste. 16000 Houston, TX 77002

• 

  Qatar Airways North America

  1750 Tysons Boulevard, 4th Floor McLean, VA 22102

• 

  Qatar Airways

  1201 Fannin Street, Suite 131 Houston, TX 77002

• 

  Qatar Airways

  1201 Fannin Street, Suite 131 Houston, TX 77002

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.

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnresolvedMore info

  Complaint statuses

  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,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 baggage got damage by Qatar Airways and i filed a complained in Qatar but they are not responding at all. Its been 3 months i flew from ********* to *** and i realized my baggage wheel was not there. A case also created on my issue and they asked me for pictures and i provided but didn't get any response further.

  Business Response

  Date: 04/16/2024

  The customer is encouraged to follow-up with ************* by responding to the email they received.

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bag has been mishandled and broken the tire has completely broken off the zipper has popped and I have a bunch of missing items. Qatar airways the local office has offered me 45 dollars as compensation when the bag alone was 260 dollars not including all the missing items.

  Business Response

  Date: 04/11/2024

  We are not members of the BBB and do not handle cases via the BBB platform. Passenger' baggage claim was sent to ************** and our local team will contact the customer directly. 

  Customer Answer

  Date: 04/11/2024

  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:

  [Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  **********************************
  
  
  
  
   
  

  Customer Answer

  Date: 04/29/2024

  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:

  [Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  **********************************
  
  
  
  
   
  

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 to ***** from *** through Qatar Airways and contents of my luggage were stolen. Some of them were gift items from my family members. I have requested Qatar Airways several time to find those things for me or reimburse me for stolen items. I posted the complaint on ******* and they made several promises to handle my complaint but till date there is no resolution. Their customer service is terrible. I made several phone calls to their office in ** and every time I was assured that somebody will get back to me. I have made several posts on ******* but it hasnt made any difference to them. Why are they being allowed to operate in **. They make false advertising claims of excellent customer service. Also they allow two bags from ***** to ** per their baggage policy on their website. But I was charged $120 at the airport as their officials denied that fact and said I am allowed only one bag.I want BBBs help in getting my money back as my emails and posts havent been answered despite their several promises.So I need to get my money at the earliest. Kindly also suggest another legal route for their negligence.

  Business Response

  Date: 04/11/2024

  We are not members of the BBB and will not discuss cases via this platform.  Customer has been answered via our platform and we regret that we have nothing further to add.

• Initial Complaint

  Date:04/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Airways booking with 1st connection with Jet Blue Booking reference (PNR) : ****** Eticket : ************** I am emailing you because both Qatar ************ Blue lost my bags. I missed my flight due to Jetblue delay so I could not make my connection but my bags were checked in and sent to ******, ************ per JetBlue. Please see below the Baggage tag numbers given to me by Jet blue (***************** ********** ********** Per Jetblue the bags were sent to the transfer station at *** after which they cannot track them. I have called both Jet Blue and Qatar Airways and both blame each other. They do not allow me to file a lost luggage claim. Its been several days and I keep getting the run around. Either they locate my bags or they allow me to file a lost luggage claim. I am not able to get any resolution to this. Can you help?Thank you ********************* ************

  Business Response

  Date: 04/17/2024

  Customer is encouraged to follow-up with ********************** directly.

  Customer Answer

  Date: 06/21/2024

  Better Business Bureau:
  
  They found my bags in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Airways Executives,I hope this email finds you well. I am writing to bring to your attention a significant issue that I encountered during my recent flights with Qatar Airways.On December 28th, 2023, I travelled from ******* to **** with my two minor children, aged 1.5 and 5 years. Despite preselecting seats 20A and 20B and upgrading to premium economy, we were allocated seats 19C and 20C during check-in, separating my young child from me on the 13.5-hour journey, which is unacceptable. This situation caused unnecessary stress and difficulty, reflecting poorly on Qatar Airways' esteemed reputation for world-class service.Furthermore, my return flight from **** to ******* on February 29th, 2024, was marred by another issue. While seat allocation was not a problem this time, my baggage was mishandled, resulting in it being missing for over 24 hours. It was only returned to me at the 48-hour ***** significantly inconveniencing my travel plans and causing further distress, especially considering that my young children, aged 5 and 1.5, had all their belongings in this luggage. It greatly exacerbated the stress of the situation.These experiences have left me deeply disappointed with Qatar Airways. As a loyal customer, I had always held your airline in high regard, but these recent incidents have shaken my confidence.I urgently request your attention to these matters and kindly ask for your assistance in resolving them promptly. Your intervention and guidance would be greatly appreciated in restoring my trust in Qatar Airways' commitment to excellence.Thank you for your time and understanding. I look forward to your swift response.

  Business Response

  Date: 03/10/2024

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

  Claim will not be discussed via BBB portal.

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an American airlines flight through Qatar airways. I paid for it with miles and cash. American airlines canceled the flight the day of. Qatar owes me a refund of miles and cash. They have been giving me a runaround since January 16th. One agent will tell me they have everything they need and the refund department is reviewing it. The next agent will tell me that they are still looking for information. They will not let me talk to a supervisor. They will not give me an email address to escalate my complaint. I do not know how to get a resolution. They kept asking me for ticket numbers from American airlines that I did not have. Then they told me that they had all the information they needed. I got the ticket numbers from American airlines and provided them. Now I am being told that the information has to come directly from American airlines. I have been waiting over 6 weeks now and Qatar does not ever contact me. I have to go through chat support and explain the entire story to a new agent every few days.

  Business Response

  Date: 03/10/2024

  Claims must be sent to our ************* team via our website.  Nothing found with this customer's email address.  They are encouraged to write to us directly via our website - *******************************************************************************

  Customer Answer

  Date: 03/11/2024

  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

  The email address that they have on file is ************************** My Qatar airways privilege number is **********

  Every communication that I have had with them has been through their website using that email address. This is exactly what I am talking about. They are either willingly giving me the runaround or their system is so broken that they don't have a record. I have been contacting them since January 16th. My last contact with them was on March 6th 2024. I received an email from their company of the chat transcript to that same email address.

  I was told in January that they had received confirmation from American airlines that I did not fly. And I was doing a refund and their refund department was working on it. I was told 24 to 48 hours. When I followed up again I was told 14 to 28 business days. I waited longer than 28 business days and followed up again and was told that they were still waiting to hear from American airlines. So every person I talk to is giving me wrong or different information. They will not allow me to escalate this. They will not allow me to speak to a supervisor. They will not allow me to email them any proof from American airlines that I did not fly. It is becoming increasingly frustrating to try to get an answer out of this company for a refund that I am legitimately do.

  I have only ever contacted them through their support. I was calling on the phone but sometimes the phone calls get disconnected and I get no transcript. 

  I have probably contacted them at least eight times through chat support on their website. I do have transcripts of every one of these conversations.

   I'm attaching two screenshots of the chat transcript that was emailed to ************************* on March 6th after my last conversation with support.

   

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  I have received a response made by the business in reference to complaint ID ********. I have no idea if it was due to action taken by the better Business bureau but I would think it was more likely due to the fact that I sent a group email to every Qatar airlines email address I could find online and copied American Airlines and included all of the information that I have included in every message since January 16th.

  Within 12 hours they refunded my points and within 2 days they refunded my taxes and fees. I have no idea why it was so difficult to escalate the situation with them and I still find that unacceptable but I did get what I was owed and that is all I was looking for.

   

  Thank you for your help in this matter.
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 paid $3988.38 for *************** and Return for 3 people (Myself and my 2 little girls) . Qatar took all money, issued all boarding passes from *** to NGP. Flew us from *******, Stranded us in ****** and did not refund any money at all...not even for the return journey. The customer service is not responding despite follow **** Supervisor was extremely arrogant and rude and made us all cry. Summary: Boarding passes issued and did not ********** onwards Journey-stranded mid way +Supervisor extreme behavior for myself and my 2 little kids led to mental trauma +No refund issued for the journey/journey not allowed to be taken and return journey ********************* is not responding on refund request. Please see details attached.

  Business Response

  Date: 02/29/2024

  Customer will be answered by our ************* team via private channels.