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:02/19/2025

  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.

  On Feb. 8, I was booked on QR702 from *** to ****. When I arrived to the airport for my flight, the Qatar agents checking bags informed us that our flight was canceled. We received no official info. from Qatar via text, email, etc. The agents told us "The next two flights to **** are already full; go book another flight online yourself and we will reimburse you for this one." We were given a 312 phone # to call that didn't work; I called customer service 3 times for 30 min each with either no answer (twice hung up on) or no offer to help (3rd call, after departure time). I have never, EVER, in over 2 decades of frequent travel, been treated so poorly. The flights to rebook were $1700 compared to the $450 I'd paid-- a loss of almost $1250. It felt like a scam, especially since we'd received no official word from Qatar. Your website listed no updated departure time, either: for 18 hours AFTER departure, you website showed only an updated arrival time of 16 hours late, which wasn't even accurate because we knew from the agents at *** that the flight was actually canceled. Qatar did not list this flight as canceled online until almost 24 hours after the scheduled departure time. Officially, this was canceled 24 hours after departure, though the airline knew at least 3 hours in advance but didn't contact passengers directly at any point. I don't live in ***; my home is in ********. It was costly just for me to get to ***, and it would be costly to get back. I was offered no transportation, no hotel, no food vouchers, no alternative flight. I contacted Qatar customer care several times with no solution; even THEY couldn't see that the flight had been canceled well after the scheduled departure time. Totally chaotic, disorganized, and unprofessional. Complete carelessness and disregard for passengers from Qatar Air.I have included docs of my contacts to customer service, my difference in fares, and Qatar's websites in the hours following departure time.

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.
  
  Sincerely,
  
  **** **********
  

• Initial Complaint

  Date:02/18/2025

  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.

  I purchased an international Economy Plus ticket from the **** to the *********** through Qatar Airways. This fare was advertised as allowing unlimited trip changes and premium economy seat selection at no additional charge.However, I was unable to select a seat for the longest leg of my journey, as it was operated by *****************. When I contacted Qatar Airways, they told me I had to pay an additional $45 for changes, despite my ticket allowing unlimited modifications. They also said they could not assist with seat selection because it was an ***************** flight. This led to weeks of back-and-forth between the two airlines, with Qatar Airways giving me conflicting answers. Some agents confirmed my seat selection, while others said they had no capability to assign seats on the American flight.I paid an extra $400 for premium seating, only to be told Qatar Airways could not provide it. They advised me to pay an additional $200 to *****************, which I did, but I was still unable to select a seat because the ticket was issued by Qatar Airways. In the end, I paid for premium seating twice without receiving it.Customer service was extremely poor. Representatives were dismissive and unhelpful, and I was repeatedly denied access to a manager. One agent, Moona, was particularly rude and told me to "cancel my flight if I was unhappy" instead of assisting **** am requesting a refund for the difference between the Premium Economy and Standard Economy ticket ($400), as well as reimbursement of the $200 I paid to *****************. Additionally, I expect compensation for the emotional distress and inconvenience caused by Qatar Airways misleading policies and unprofessional service. They should not sell premium seating on partner flights if they cannot guarantee it, and they must improve their customer support to address legitimate concerns.

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.
  
  Sincerely,
  
  ******* ******
  

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair 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.

  I booked a QSuite Business class flight and paid for it with points. I booked more than 4 months in advance. Completely on a whim, I checked my booking about a month and a half before departure and saw that they sneakily changed the aircraft to a non-qsuite aircraft - a significant downgrade! We were not notified. When I called, I was informed that they don't notify passengers until 2 weeks prior to departure. I thought this was odd, as at 2 weeks prior to departure, you are pretty much left with no choices and have to take the sub-par product you paid premium for.But, they assured me that they are rebooking us on a different QSuite flight, and we accepted a flight change 9 days earlier than original flight, which was already crazy, because the other flight was at a peak time and this one wasn't. No concession was made, even though we had to spend money to rearrange our trip. Then 2 weeks prior to our new departure we get a notice that our flight was changed and no longer has QSuites, just like before. This time they offered nothing as an alternative!!! They informed me that this route no longer offers QSuites, and that upon my request to rebook from a different city or even country, it would not be possible to rebook. They even told me I would be charged to cancel! It was basically a bate and switch tactic to fill a sub-par product with premium pricing. At the time of booking, I could have booked on any airline, but are now stranded with no way to leave the country that is not our home country, unless we accept these terms. How is this company number 1? Seems suspicious.

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  Date:02/17/2025

  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.

  1. We booked a round-trip ticket from ******* to ******, *****. On our way back, while traveling from ***** to ****, we were stopped by a Qatar agent in **** who informed us that we had been bumped off the flight from **** to *******. 2. We were instructed to take a Qatar flight to ******** and then a **************** flight from ******** to *******. This not only added an extra leg to our journey, but it also required separate seating for all passengers, including one minor, which resulted in us arriving five hours late to *******. This caused significant inconvenience and incurred an additional **** expense of $150. 3. Qatar assured us that we would receive compensation for all four passengers. Over a month ago, we filed a complaint online and promptly submitted the required documentation as requested by Qatar. 4. However, we have not heard back from Qatar. Despite sending two reminder emails, we have received no response. We are seeking compensation of $2,000 ($500 per passenger) plus the **** expense of $150. 5. Booking Reference Number (PNR): *******

• Initial Complaint

  Date:02/10/2025

  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.

  Qatar Airways (QA) sent me a birthday code for 10% off booking good for 90 days from Bday.I held a flight using the code for 24 hours but did not purchase the flight.The code was no longer valid. After multiple calls and emails and chats, I was told the following.1. A new code would be sent. Never sent.2. Code is valid again. nope 3. We no longer have sufficient stock to send code.Bottom line. They sent me a code for 10% off. It was never used and never expired but they refused to replace invalid promo code.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair 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.

  Dear *********** am writing to raise a complaint regarding the unprofessional and dismissive behavior of a counter agent at ******************. My daughter, a student in *******, was traveling to spend her winter holiday with us in ****. All her documents, including her ***** ticket, and insurance, were thoroughly checked and correctly completed prior to her flight.On the day of her departure, the counter agent incorrectly claimed that there was a discrepancy between her passport and ***** stating they did not match. This was a misunderstanding, and I have attached both the **** and passport for your review, which clearly show they are in order. Despite my daughters explanation, the agent dismissed her concerns without attempting to verify the details.I sent my identification and passport to confirm that I am her father, but the agent ignored this verification. He continued to neglect the issue and showed no interest in resolving it professionally. My daughter then asked him to consult with a supervisor. The agent falsely claimed to be the supervisor, which was untrue.This situation caused my daughter significant distress, and she became upset and cried at the airport. Following this, I was informed that a penalty of approximately $170 would be required to reschedule her ticket, even though the issue was not our fault.I request that you investigate this incident and take appropriate action regarding the behavior of the counter agent. His actions were unprofessional and caused unnecessary emotional distress to my daughter. I look forward to hearing from you regarding the steps you will take to address this situation.Sincerely,******* ***** **********************

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair 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.

  I arrived to ************ from ****** via **** on January 29, 2025 (PNR: *******.When I picked up my luggage at *** I realized the locks were open so I decided to open my luggage to see if they looked meddled with (I have photos of my languages taken at ***). Everything inside looked very crumbled up. So I went to the Qatar Airways person at baggage claim at *** (****** **) and told her what had happened. She told me to go home, check my stuff and report if anything ********** I came home and unpacked my suitcases and found out that I have three pairs of shoes missing. The missing items are Prada sneakers ($1219), ******** ***** heel sandals ($876.40) and Hermes flat slippers ($958.10). The total cost of items add up to $3124.5 with tax.I called, enailed several times and filled out all necessary forms. Yet I have not received any response from the airlines beyond confirming receipt of my inquiries.I would like Qatar Airways to reimburse me for my losses.Thank you.****** **** *******

• Initial Complaint

  Date:02/04/2025

  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.

  This complaint is regarding the flight I booked with Qatar Airways on the 21st of October, 2024. The business promised to deliver exceptional customer service yet they failed to even attend to their customer who was using their service. There are 4 major issues that I faced, 1. The flight was delayed resulting in missing another connecting flight and causing 13 hour layover.2. The hotel they got me during the layover was terrible and there was nothing that was working there in the washroom.3. The backup flight they booked for me was very poor in terms of cleanliness and comfort (for which I paid when I used Qatar Airways).4. Last but not least, all of my bags were misplaced by Qatar Airways, which ended up ruining my trip.I am extremely frustrated with my recent experience with Qatar Airways. First, I was forced to wait 2 hours to get on my Qatar Airways flight that was running late, resulting in a 13-hour layover and then I had to wait over 3 hours to get visas for ****, and then spent 2 more hours at the border and all of this was easily avoidable. After a 13-hour flight, they could have had us stay at their airport hotel (which was empty and visa-free) but they chose to waste 5 hours and make us wait instead, prioritizing profit over customer ************, the flight they arranged was overbooked and in horrible condition. The seats were by the emergency exit, so we couldnt recline, and despite explaining my back issues, the staff didnt assist us. Meanwhile, their employees had better seats. This was *************** top it off, my baggage was lost. After 48 hours of travel, I spent 5 more hours trying to locate it, only to find out it never made it onto the final flight. Qatars response was to blame Air India, even though I paid Qatar for everything. This has been a nightmare, and I demand a refund for my ticket.

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:01/31/2025

  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.

  Booking reference number: ****** Date of transaction: 08/05/2024 Payment amount: ******* Qatar airways: Return air ticket for 01/11/2025 ******* Dispute: When i went to ***************, Qatar informed me that ticket has been cancelled. I book new ticket for amount 3250 for next day. Refund is not received for *******.Qatar helpdesk: I did ask Qatar to open ticket and provide refund. Qatar refused to open ticket and hund up the phone.Payment method: Discover credit card Phone number: ************ My email address: ************** First name: ******** * Last name: *****

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.
  
  Sincerely,
  
  ******** *****
  

• Initial Complaint

  Date:01/30/2025

  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.

  Booking Reference - ****** Ticket Number- ************** Hi I received only 1 of 2 suitcases- I called and emailed - sent info of calls and previous emails I had a first class ticket and it was changed- I ended up going to hospital the suitcase missing had my medication

  Customer Answer

  Date: 02/24/2025

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

   I have waited for over a year.

   I have been given back 1 of 2 suitcases. I have emailed , called many many times(have reference numbers)

  I spoke with multiple supervisors last week and still it is not resolved. They change my seat , lost my suitcase with my medication and I went to the hospital. Can someone please help and resolve issue 

   

   

   

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

  Sincerely,

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