We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Airlines

Qatar Airways

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Find a Location

Qatar Airways has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 406 total complaints in the last 3 years.
    • 119 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/26/2024

      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 6/8/24, I bought Qatar Airways tickets from ************* to ****** and back for our family, 2 award tickets and 2 economy tickets. The economy tickets had an option to make a free date change and the award tickets could be changed for $25 per person. After deciding the date of 11/10/2024 was suitable as a new return date because 7 tickets were available, according to Qatar Airways app. I changed the economy tickets for free but when I called the airline to change the award tickets, I was told they were not available on 11/10/2024. The airline offered me to change them to November 9, 2014 instead. I made the change for $25 and tried to change our economy tickets to the same date but the Airline requested a fee of $590 for the new change. I refused to pay for the change that was originally free and checked the cancellation option. The refund fee was an acceptable $37. I double checked it on both the website and on the app (screenshots attached) and wanted to submit it, but the Airline locked me out saying I made too many log in attempts. I tried to cancel the ticket without logging in, but the website showed me an internal server error message. I called the technical support and asked to unlock my account, but they told me there is nothing they can do and asked me to wait 24 hours. After my account was later unlocked, I tried to cancel the ticket, but the Airline increased the refund fee from $37 to $837. When I called ***************** they asked me to send the screenshots showing the refund fee should be $37, and wait 48 hours for the management to approve the refund request. However, today they informed me they will not honor the screenshots. Im at the end of my options because any attempts to coordinate my daughters and my tickets with my wifes tickets are met with the airlines attempts to block it with allegedly unavailable tickets, high ticket change fees, log in blocks, internal server errors, jumping refund fees and refusals to honor $37 refund fee.

      Customer Answer

      Date: 08/20/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/24/2024

      Type:Product Issues
      Status:
      Resolved
      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 airline ticket from Qatar Airways on June 19, 2024 for a trip to *******. The airline called me on July 7, 2024 to let me know that my flight, scheduled to leave on July 8 had been cancelled due to the hurricane. I asked if they could schedule me for another flight on July 9 and they said there was no seat available. I told them I was not interested in travelling with their airline anymore and they should refund my ticket.On July 22, I called the airline to inquire about the status of my refund. They asked me for the booking reference and ticket number, which I gave them. They then told me that they could not locate any records of my booking and as such would not issue any refund.

      Customer Answer

      Date: 08/20/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Qatar Airways has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:07/22/2024

      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.
      This airline runs legitimate fraud. My wife and I purchased seats months in advance of my flight, only to be told on the day of the seats didn't exist, and be given other seats. Then when filing a complaint for a refund they deny it saying they can't refund because they gave us seat with "similar characteristics" as what we bought and the policy excludes refunds for that. We purchased seats together in the window aisle and were given seats in the middle aisle on every flight (3 out of 4) and one of which were not even together. I would not call this "similar characteristics" by any stretch of the imagination. This is a vague term they use to allow them to pre sell seats that don't exist, give you whatever seats they want, then claim you are not entitled to a refund due to similar characteristics.

      Customer Answer

      Date: 08/20/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 April 2, 2024, I traveled on Qatar Airways flight #QR 739 from ****, Qatar, to ***********, **********. Upon retrieving my checked baggage, I discovered that one of my bags was significantly damaged, and its contents were also harmed.I immediately reported this issue to Qatar Airways, who informed me that they could only cover the damage to the bag itself for $85.00, which is below the purchase price of $123.99 for the luggage set that I bought in May 2023 (currently valued at $154.54). Additionally, I sought compensation for a damaged glass rooster figure valued at $50.00.Despite my extensive efforts to resolve this matter via email and phone, Qatar Airways denied full compensation and offered a final settlement of $100.00, which I reluctantly accepted. They sent me two forms to complete to process the compensation: an Authority Letter and a Baggage Release and Discharge form. After acceptance by Qatar Airways to pay $100 they have not honored their promises. None of my communications with them have resolved this issue Thank you for your attention to this matter. I hope for a prompt and fair resolution.

      Customer Answer

      Date: 08/11/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Qatar Airways has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:07/12/2024

      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 am a frequent traveler, both domestically within the *** and internationally. This letter is a complaint regarding my first experience traveling with Qatar Airways. I originally booked a flight to ******* under ticket #*************** at a cost of $2,076.80. On the date of my trip, June 14, 2024, I attempted to check in and obtain a boarding pass on the Qatar website several hours before the scheduled flight time, but I was instructed instead to check in at the airport. The instructions did not specify a deadline to check in at the airport, and I could not find any other information on my ticket, or on the website as to any deadline to check in at the airport. I arrived at *********** and attempted to obtain my boarding pass in person approximately one hour prior to flight time, as is customary for domestic flights out of ***********. I was then informed that my ticket had been cancelled as I had arrived too late.So that I wouldn't lose my entire trip, I booked another ticket to ******* from Qatar Airways under ticket 1572115523979-80, at an additional cost of $673.84.While I am not seeking any damages for the loss of one day of my trip, or the expenses related to a one-night stay in *************, I believe I am entitled to a refund in the amount of $673.84 for the additional charge I incurred when my original ticket was unfairly cancelled by Qatar Airways. I attempted to resolve this matter by reaching out to Qatar but they have rejected my claim (copy is attached). In their response, they do not claim to have provided a written policy which requires check-in at the airport by a specified time.

      Customer Answer

      Date: 08/06/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/08/2024

      Type:Sales and Advertising 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 flew Qatar airways from ******* Ga on Thursday May 23rd, 2024, to *****, *******. I arrived in ***** on Saturday May 25th, 2024. When I arrived, I waited for hours for my bags, only to be told that they did not arrive. I was told the bags got stuck in the conveyor belt in *******. I left the airport that day and had to come back the next day to pick up my bags. I was inconvenienced because I did not have my bags and access to the contents in my bag. In addition to that, I had to pay for my transportation to and from the airport to retrieve my bag the next day. I reported this issue to Qatar airways, I was provided a reference number: CAS-*******-******* I have not heard from Qatar Airways since then. I am requesting to be compensated for the inconveniences I encountered. I sent in a positive comment about their staff and the reception I had in the airplane. Now, they are giving me a bad experience which I would be happy to state in several social media platform. Please I need them to contact me and resolve this situation ASAP.

      Customer Answer

      Date: 08/01/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/01/2024

      Type:Delivery 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 forgot my 7kg back pack on flight QR 1370 on seat 44D when got off in ************. It is a navy blue back pack with the word **** engraved on it. If it can be delivered to **************** then I will pick it up there.

    • Initial Complaint

      Date:06/28/2024

      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.
      I travelled with Qatar on May 15th from *********** along with my wife and three year old. We were carrying a foldable compact stroller which were not allowed to take on board and forced to checkin . When we reached ***, the stroller never arrived. I filled out a claim form and was not provided a claim or reference number. The Qatar representative at *** who took the claim form gave us a phone number for baggage services ************. I called a couple of days later and no one answered. I called three days later, no answer.I waited a week and did not hear back. On May 23rd I contacted qatar baggage services on whatsapp. They said the bag has not yet been found. My son was without a stroller for more than a week and I had to purchase a new one which cost me $299.Despite numerous calls for baggage services and the toll free number **************, there was no update for almost two weeks! Finally on May 29th, exactly two weeks after our journey, I received a call from qatar airways saying that the stroller was found and will be delivered. I received it later that day. I filed a claim for compensation for late delivery of baggage (Request number CAS-*******-****** CRM:*************) on May 29th. I have provided receipts for the replacement stroller I purchased. I have been folowing up on this request with qatar airways for the past one month , but there is no closure yet. The ******* Services Duty Supervisor - *** has been emailing me and asking for information but it appears to be a stalling tactic hoping I will lose interest and give up. I wont. Qatar airways website states that delayed bags are returned within ***** hours *************************************************************** It also states - "If you incur any expense due to the late delivery of your baggage, we will compensate you (conditions apply)."I am also filing a complaint with the ********** of ************** and consulting my attorney.

    • 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,

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

    Qatar Airways is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.