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 has 5 locations, listed below.

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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:12/16/2022

  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.

  On Dec 15, 2022, at 2:36 PM, I booked ticket from *** to *** round trip (Dec 24th, 2022 onwards journey, and Jan 20th, 2023 return journey) for me, my wife, and my child. The booking reference is ******* I got a total fare of $6,888. I was going to give the card number on the call, but the agent said he will give me the booking reference number and I can pay online within the next 24 hours and the ticket will be held till then. The automated email I got also confirmed the same. Before hanging up the call, I retrieved the booking online using the reference number and confirmed that Im seeing the option to pay, and the site also said I can pay till 16 Dec 2022 at 2:36 PM my time (Eastern time, US). I had a busy day and when I finally tried to make the payment at 10:36 PM (about 8 hours later), I saw that the booking was already cancelled and I no longer had the option to pay, even though the time frame to make the payment was not up. I called customer care, and they said its a system error and they cannot do anything about it, and I have to make a new booking. And when they checked the new booking, the fare had already gone up to $7,454!! That is ridiculous I was holding the ticket fare I already got, and I still had time to make that payment AS PER YOUR EMAIL AND YOUR REP AND YOUR WEBSITE. How can you go back on that promise before that time was up?? So now I had no option but to book the new ticket at $7,454 (new reference number ******) because the agent told me that if I wait for a resolution of this issue the rates might go up again and there is no guarantee that the issue will be resolved favorably. Clearly it was a Qatar airways mistake, and I was being penalized for it. I had to pay $566 (7454 ****) extra because of Qatar airways error and I MUST BE COMPENSATED FOR IT. I did everything through proper channels and didnt even book through a third-party site and still had to go through this. I had to be on a call with the customer care rep for 2+ hours for this. I lost all peace of mind and had no guarantee of my travel plans. I have it in writing from Qatar airways through your email that you were supposed to honor my ticket till 2:36 PM on Dec 16, 2022, and you cancelled it before that. You are liable for that, and I should not be penalized for your mistake. I reached out to Qatar airways customer support on ******* DM and made the same grievance and they told me that the booking was cancelled due to non-payment. How can that be a reason when I still had enough time to make the payment?

  Business Response

  Date: 12/16/2022

  Customer will be answered via private channels

• Initial Complaint

  Date:12/15/2022

  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.

  My wife ***** and I had booked first class passage on Qatar Airlines from ****** to Qatar and then on to ******* ***** on September 2, 2022. We flew in on American Airlines, arrived in plenty of time to make the flight, and were told at the gate that we had been bumped. We had low priority on Qatar Airlines as we had never flown with them before. This was flight V21QTN. We were supposed to leave at 23:45 from *** to DOH. We were clearly told in person and in writing, (form attached) that we would be reimbursed for this inconvenience. We were put up for the night by Qatar Airlines, and flew out the next day on business class as promised. However my wife's safari was practically ruined as we had no downtime, or sleep prior to hopping on a **** plane out of *******. We are not asking that Qatar Airlines refund us the $20K for our diminished safari. However we have been pressing for them to remit the $3,100 USD that we were promised. I have been in contact with ******************************* from ********************************** on numerous occasions. The case number from Qatar Air is ************. It seems that a catch 22 situation is always the case. They sequentially demand additional things, thus stretching out the process. I cannot actually respond with the info to the above-mentioned website, with the requested attachments as their attachment limit was 6MBS. The email site they gave me was only for 48 hours over a weekend, and it was inaccessible even during that time. The check should have been in our mailbox when we returned from Africa. When asked for a snail-mail address to send the documents to I have received no response. Help please!

  Business Response

  Date: 12/15/2022

  Customer has been answered via private channels.

• Initial Complaint

  Date:12/15/2022

  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 would like to report an incident that happened yesterday evening on Dec13,2022 with Qatar airways at ***************,I purchased a ticket for paying $2007.95 to visit my sick mother and was scheduled for departure at 6:25 pm I drove from ****** city to ******* for 5 and half hours and made it to Qatar boarding counter by 5:23 pm and waited for my turn by the time I approached the boarding pass crew she refused to serve me saying I was 3 mins late and she was closed though she gave the boarding pass to a customer just before me and I was the next person in line and there was a whole 1 hour left for the plane to depart, anyway, they refused to issue me boarding pass though I told them about my sick mother ! Instead I was given customer care # to call the air line to reschedule which I did and but they asked me to pay an additional $1000.79 to reschedule which I said NO to that kinda outrageous amount since I already paid too much and a question strikes in my head saying are we human or something else ? I paid for the ticket , theres whole hour left but the treatment that I got cant be explained here especially the customer care in a foreign country with their rude and dominating voice and talks. Nobody deserve this! I am requesting here through BBB platform that I am a us citizen and I needed to be treated with dignity and respect! I have reported it my credit card too and raising this issue here too! I am providing some info here and will download the a document too explains my air line departure and payment! My ticket # ************* booked on Dec 08,22 using Discover credit card, (******) . If further documentation is needed please dont hesitate to call or email thanks and God bless !

  Business Response

  Date: 12/15/2022

  Customer is encouraged to write directly to Qatar Airways ************* team via our website - **************************************************************************

  Customer Answer

  Date: 12/21/2022

  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]

  I have a valid reason for not to contact them directly , it happened back in 2021 to my daughter when we purchased a ticket for her and they made her to purchase another ticket which she did , and  was  told that  

  The air line will hold that money as an EMD and will reimburse her that never happened  and the airline still holding on to that EMD Refund I am providing her name and booking Ref: her name : *********************** booking Ref # ****** , this case was reported to the air line back in 2021 and never reimbursed till today . I am asking BBB to help me out with my money $2007.95 and heres EMD refund too!  thank you and God bless !!!

   

   

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

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

  Business Response

  Date: 12/28/2022

  We do not handle claims via third-party portals/websites.  If the customer does not wish to write to us directly, then we regret that there is nothing further we can do.

• Initial Complaint

  Date:12/14/2022

  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.

  I was scheduled to fly with Qatar booking reference ****** on sept 27, 2022. Qatar rescheduled my flight for September 28th. I was unable to make that flight change. The email asked if I accepted the change. I did not. I called Qatar ti schedule another day and they said I would have to pay. Even though I already paid for a flight but Qatar changed it. I asked why I had to pay if Qatar is the one that changed my flight to a time I was unable to fly. I requested a refund. They said they would refund me in cash. Instead they sent a credit for less than the ticket price. I paid $1286 for a round trip flight. I was taking the return flight. I already arrived on my first leg. For my return flight Qatar credited me $307. So, not only am I not able to reschedule my flight, they didnt refund my payment as they said they would and Qatar refunded me only a quarter of the price of the ticket I paid. I would like Qatar to either book my return flight at no extra charge or refund my ticket fully for my return flight. Thank you

  Business Response

  Date: 12/15/2022

  Customer will be answered via private channels.

  Customer Answer

  Date: 12/20/2022

  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]

  Please refund my ticket or reschedule my flight. Thank you  

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

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

  Business Response

  Date: 12/28/2022

  We are experiencing a larger than normal volume of cases.  Customer will be answered via private channels.

  Customer Answer

  Date: 12/30/2022

  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]

   I have not received any response from **** since October. 

   

   

   

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

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

• Initial Complaint

  Date:12/10/2022

  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.

  Hi my name is ************************* and my booking ref is ****** and my *** number is ***************. PRIVELEGE NO ********* I PURCHASED ONLINE ACCESS BAGGAGE WITH THE FOLLOWING RECEIPT NOS 1. ************* $ 756 purchased on 10/08/2022 2. ************* $252 purchased on 16/08/2022 3. ************* $ 252 purchased on 20/08/2022 total amount is $ $ **** ON ARRIVAL AT THE AIRPORT THERE WAS AN ISSUE WITH *** AND THAY HAD TO CHANGE MY ITERNARY. AFTER MAKING THE CHANGES THEY SAID I COULD NOT USE THE ACCESS LUGGAGE I PURCHASED ON LINE. I HAD TO PAY ACCESS LUGGAGE AGAIN AT THE AIRPORT AND THE RECEIPTS ARE THE FOLLOWING 1. ************* 1 2. ************* 3 3. ************* 2 4. ************* 0 5. ************* 4 6. ************* 5 total amount is $1575 I WAS TOLD TO CLAIM FOR REFUND ONCE I ARRIVED IN ****. WHICH I DID BUT THEY SAID REFUNDS ARE CLAIMED THROUGH THEIR CUSTOMER SERVICE CENTRE AND THEY GAVE ME A LINK AND PHONE NUMBER TO CALL. I HAVE SENT SO MANY MESSAGES AND INVENTUALLY THEY REPLIED THAT ACCESS BUGGAGED PURCHASED ONLINE CAN NOT BE REFUNDED. SO I ASKED THEM TO REFUND THE RECEIPTS WHICH I PAID AT THE AIRPORT THEY HAVE NOT RESPONDED TO DATE. I AM AFRAID THEY INTEND NOT TO REFUND ME FOR ACCESS LUGGAGE PURCHASED. I DID NOT MAKE THE *** CHANGES THEY ARE THE ONE WHO DID THE CHANGES. WILL APPRECIATE IF THIS MATTER CAN BE SORTED OUT BY QATAR REFUNDING THE ***** LUGGAGE I PURCHASED AT THE AIRPORT.

  Business Response

  Date: 12/28/2022

  Customer will be answered via private channels.

  Customer Answer

  Date: 01/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************