Qatar Airways
reviews and complaints

Re: CAS-942449-Z6S6K9 CRM:[protected]

Good day Louise,

I thank you for you e-mail and for sending my request to Cabin Services, they were more than gracious on our flights to Larnaca, Cyprus.

Sadly, we have endured the most awful experience once we arrived at our destination and it carried through to late in the evening of 28 July 2018.

Upon arrival, we waited for our luggage at the carousel and nothing arrived. Eventually, my husband, Noel, was called to baggage reclaim and there the assistant, Christina, informed us that all 3 suitcases had not accompanied us on our connecting flight from Doha.

We were informed by Christina that as soon as the second flight from Doha arrived, our luggage would be sent through to our residence in Paphos which is approximately 1 and a half hours drive from Larnaca International Airport in Larnaca.

We were assured our luggage would be with us by 21:30 and we were to sign a document we hadn't had the opportunity to read through. The document handed to us before departing, is the PIR (Property Irregularity Report) and the form and instructions to submit a claim for missing or damaged luggage which is to be submitted to Qatar Airlines. In addition to this, we were given €43.00 each for the inconvenience.

We departed Johannesburg @ 19:40 on Friday evening during winter and arrived in Larnaca in summer and could not even take a shower to refresh due to not having our toiletries and clothing to change into.

Our daily medication too, was in our suitcases which concerned us greatly as my husband needs to medicate with 2 different types of blood pressure tablets and this experience was contributing to his blood pressure rising and being erratic.

Around 19:00, my husband called Qatar Airlines at Larnaca airport but to no avail as there was no answer.

Eventually, he managed to get in touch with Swissport and spoke to a lady called Miss Panayiota of Swissport Baggage Services Centre who did her utmost to assist us and this is where things got really intense as we we informed that customs wanted to check the luggage as they suspected food in the cases. It must be documented that at the time of signing the document indicating that we were informed of the luggage situation and receiving monies, we were asked if we had anything to declare in the luggage to declare to which, I, Petra Abendroth advised that there was 1 bottle of wine to which another gentleman at the counter replied that 1 to 2 bottles are acceptable and anything more would requiring declaring. Therefore, we were confident that all would be well. This is as not to be the case at all.

Swissport informed us that Customs had stopped the luggage and we were requested to give our combinations of our locks on the luggage in order for them to carry out their inspection.

As we declared 1 bottle of wine during the incident of the luggage not even sent from Doha, we were informed that Customs suspected that the luggage had food stuff and they deemed it necessary to carry out an inspection.

We were surprised by their request considering we had been patient and fully co-operated with all requests up to this point.

We had paid to have all suitcases wrapped in plastic at O.R. Tambo prior to checking in our luggage as we know of many instances that the baggage handlers forcibly steal from suitcases at the South African transit and as a precaution, it is better to have all suitcases plastic wrapped so that no one can tamper with a passengers luggage without their knowledge.

As we have been victims of 2 hijackings and an armed robbery in South Africa, we are vigilant and ensure the safety of ourselves and our belongings. At this point when we were notified of the inspection due to suspected food stuff, we were concerned than there had been a violation of our luggage between South Africa and Larnaca and were adamant that something was seriously wrong and could have been exposed to someone trying to plant something in our luggage as it never arrived and could have been violated. Our level of trust does not exist and we demanded that our luggage be opened in our present as we did not understand what was transpiring at the airport as we were not present.

We fully understand that Customs have the right to carry out their duties however, the stress which we endured and the levels of frustration by not being able to represent ourselves was beyond belief.

After many phone calls and uncertainty, the one suitcase was opened while we were on the phone live with Miss Panayiota, and with the insistence of Customs, we were forced to offer up our codes to the lock.

Customs apparently opened the suitcase and then shut it immediately.

This experience is rather infuriating as number one, our luggage left with us and due to unknown reasons, never arrived in Larnaca and then we are inconvenienced and were further put through an ordeal, that in our opinion, need not have happened had Qatar done their job.

What is even more alarming is that we met a couple the same evening who had experienced exactly that same experience upon their arrival in Larnaca from South Africa and I feel strongly that Qatar need to address their processes with passengers from South Africa and if there are time constraints with the intransit, why then does Qatar continue to operate in the manner that they do by making a passengers' flight experience so unpleasant and frightening.

As a post morten to this experience, I would like to comment that "Together we go further" is an understatement. Qatar seems to exist their passengers to more than is required or necessary in getting them and their luggage to their destination.

We are flabbergasted that Qatar have received the following awards:

2018 Skytrax World Airline Award for worlds best business class; best first class airline lounge; best airline in the Middle East and best business class seat. We cannot attest to these accolades as we merely flew economy class and were exposed to the worst possible experience for any traveler.

At this point in our holiday and the time we have taken to process this experience, if we had the means to cancel our return flight in order to book tickets with Air Emirates or Gulf Air we most certainly would.

We shall actively share our experience on Social Media to alert the public of what we have endured and caution them to select their carrier carefully especially seeing as this type of incident seems to be a common occurrence.

Please will you advise what email address we can address this matter to at Qatar Airlines as we would like to take this matter further within the echelons of Qatar Airlines as they may not be aware of their shortcomings.

We appreciate your assistance with this and reiterate that we shall not be considering Qatar for our future trips and travels as the experience has been rather traumatic for all 3 of us when we should be having a relaxing and happy holiday.

We look forward to your prompt response to the above and await the email address where we need to address this experience with.

Kind regards,
Padi Abendroth

Date: 31st July 2018, Time during 9:35 am to 9:55 am at JFK, Terminal 7 departure lounge)
Description of incident:
- I was supposed to travel to Bangladesh today with my family.
- For my entire family, we had checked in and Boarding passes were already issued with specific seat numbers
- Because of accident on the road there were heavy traffic and I reached at about 9:25 am in the Airport with all the luggage, while my other family members (using a different vehicle) reached about 12 minutes late
- Since I reached within time, I approached for drop in our luggage and submitted all passports, tickets (mentioning that we're already checked in and boarding passes have been issued) and my family members are on the way and may get delayed for few minutes because of the traffic due to road accident
- I was refused by the attendants saying that they can't proceed for taking the luggage saying that if my family members do not show up by 9:40 am they can not travel and instead they were asking me whether I want to travel alone leaving my family
- Explaining the situation, I repeatedly requested them to proceed for confirmation of Boarding of my family and by that time (7-15 minutes) they will reach but they didn't consider my request.
- I was trying to convince them based on the Boarding passes already issued, whether they can reconsider us (including my infant of 2.5 years of age), but I was told this online Boarding passes has no value
-In the meantime my family members also reached (12 minutes delay) and again, we urged them to reconsider, but they were not in mood to listen to us
-Consequent to the above, I missed my flight, which caused not only financial losses, but also huge mental stress.

Questions to Qatar Airways authorities:
1) Is it true that the online Boarding passes has no value?) Then by not mentioning this on the online portal are you not deceiving customers?
2) While we had checked in, had the online Boarding passes, one member of the team already present in person in front of the attendant, don't you think an exception for 10-15 minutes delay (for valid reasons) for other members could be allowed? What does your record says?
3) Don't you think asking to travel me alone leaving my family behind is inhuman and not matching with the least standards of service level of any service oriented organization?

I would humbly request a sincere feedback on the above. You can send me the feedback to the following email address:

Debabrata.[protected]@icloud.com

Thanks & warm regards,
Debabrata Roy Chowdhury
803, Irvington Avenue, Hillside, New Jersey
Post code: 07205

Good Evening Sir / Madam

I Hasmukhbhai R Parekh, and My Wife Naynaben H Parekh. We were flying from Atlanta to India via Doha stop. Our Ticket Details as Below,
The Ticket Refrence No: JVKH27 (Qatar Airways)
Flight Number : QR756
Ticket Number : [protected]. (Hasmukhbhai R Parekh )
Ticket Number : [protected] (Naynaben Parekh)
Just like to let u know the Incident happen during flight in Air on the way from Atlanta to Doha with my wife (Naynaben Parekh).

She got burnt (2nd degree) on her right side of stomach to thighs due to very hot boiling water pour on to her while serving Tea.

The Air Hostess apologized but look like it was too late, as my wife was in too much pain due to heavy burn and we were 3 to 4 hours away to land in Doha. And she suffer in high pain all that time in journey. I have attached photo so please have a look.

As we landed in Doha Airport authority took her to airport medical facility in Doha. They treat her and did medical procedure and dressing and give her pain reliever, and they inform us it's 2nd Defree burn.and they give us paper work. Which is been attached as well.

So after I spoke to Qatar Airline staff management about this incident responsibility. Who will take care of this and they replied to me that Qatar Arline's is not responsible for this, we have to contact the agency which provide crew staff for Qatar Airlines. And I was in really Shock ... Really shock to hear this and very disappointed with Qatar airlines and Management.

As we have to take our connecting flight to India. As my wife was not able to walk so they drop us to the boarding gate in chair.

We board the flight and my wife was in pain and can't bear the pain.
As we landed in india I have to take my wife to hospital for dressing change and treatment and the doctor said she should not be walking or moving as she got burn on stomach to thighs.

We were actually going to India after 5 years for family function. For 4 week and we had our vacation book after the function. And I had to cancel all plans as doctor in india said she should not be walking at all. Complete bed rest.

So just like to know who is taking this incident responsibility and who is gonna compensate for my vacation trip and my wife burn and pain she is going through right now

Please find some attached photos and documents

Please feel free to contact me on this details

Email: [protected]@gmail.com
Phone: [protected]

I hope to hear from you ASAP

Yours Loyal customer

Hasmukhbhai Parekh

Hello.. I am being faked by your fake lucky draw scheme. http://www.qataraırways.net
If this is really done by Qatar Airways then it's such a same for your publicity. And if it's not dobe by your company you have to stop such fake things and stop Harrashing us. We think good about Qatar Airways but this may led you to life long bad impression upon your potential future and present customer. Hope you will understand.

Abhinash Sharma
Best regards

On 17 June we approached the first customer service desk at Doha economy hall to enquire about upgrading our flight (as we had done quite easily on previous 3 legs). The gentleman was completely disinterested in helping us. There was no eye contact or discussion just lots of keyboard tapping. He eventually mumbled it was "too expensive for us". I do not expect to be treated in such a manner. Up until that point we were extremely impressed with Qatar Airways staff at airports and onboard. Fortunately at check in the young lady went out of her way to help us. The man in question should not be in a customer facing role if he had no intention of giving good customer service.

Dear Qatar Airways,

It is unacceptable that Qatar Airways staff did not inform us until the time of clearing immigration that the flight QA 1079 from Kuwait to Qatar had been delayed for over 3 hours. We had booked two business class tickets from Kuwait to Cochin, which was supposed to land in Cochin at 2.40am on 21st July 2018. Now the flight will only land at 9.45am, which denies us from attending a family function which was the sole purpose of the trip. It is very disappointing that neither the staff or the airlines took the responsibility of informing the passengers prior to the journey to the airport or even at the airport. It was irresponsible behaviour on the part of Qatar Airways that the passengers (including mothers, children and the elderly) had to keep striding the airport corridors to find out about the status of the flight. In our case, due to the lack of prompt action from the Qatar Airways staff, we are going to miss a very important function in our family, which we had been planning for months. We are utterly depressed and disheartened by the implications that this delay has caused us and our family. We request you to urgently look into this matter and we expect your Airways to provide us with compensation for our loss. We sincerely urge your Airways to be more responsible towards the passengers convenience in the future. We are hopeful that you will enquire seriously and compensate this matter satisfactorily.

Regards,
Suresh Kurien
Suresh.[protected]@wilhelmsen.com

Hi

I would like to bring this to the notice of the concerned authorities that my checked in luggage was mishandled very badly. My duffle bag is torn on one side completely and my suitcase zip is broken which is going to be a very big issue for me.

I have travelled on business trip from Delhi to Pittsburgh starting on 16th July 3:25 AM flight where my connecting flight from Delhi to Doha and from Doha to Pittsburgh, both were operated by Qatar.

When I received my luggage at Philadelphia, I was shocked and very much disappointed to see the condition of my luggage as it has to be checked in again and I have to travel back with the same luggage right. What am I supposed to do now?
How can I gave this broken luggage again for check in. Am I supposed to buy a new luggage?

From the airlines like Qatar I would not expect such kind of mishandling especially when your luggage is not tagged fragile or heavy. I had taken the flight number QR579 and QR727 from Doha to Philadelphia .My duffle bag was only around 13 KG and there was no point of tampering my suitcase zip so that when I tried opening it, it wouldn't open and I had to rip it apart to open the zip.

I would please like a repair or a refund please for my broken luggage. There should be some solution provided for me take back my luggage safely back to India. I have the return flight as well through Qatar scheduled on 5th of August from Pittsburgh and I am very scared of what would be left of my luggage when I will finally reach back to Delhi, India.

Thanks
Vibha

Our daughter Hristina Rajkovic booked a ticket Belgrade Doha Beijing, flight number QR0892 Starting date 15.July 2018, she arrived at Doha and waited 9 hours for the next flight for Beijing, although estimated hours were 7 because the flight was late 2 hours.Then the things became worst, she was supposed to land in Beijing at 15h05 local time, but they are not still landed, they are 5 or 6 hours late, then they landed at 20h in some other city in China and they have to wait another 12 hours, if they fly at all.So she will be late 3 days for the language school we have already paid.Our child is frightened and disappointed, because she will spent instead of 12 hours in plane at least 36 hours or more.
We are very sorry but after this shock, we really think that we are entitled to request a refund.

Dear To Whom It May Concern,

With regret this is to inform you that my family(wife, son-adult & daughter-infant) traveled from Doha to Dhaka through Qatar Airways flight number: QR634 on dated the 10th July 8:55am but one hand bag tag number: [protected] has not yet received. So my son Syed Raihanul Abedin already has reported for the missing property at your Qatar Airways, Shahjalal International Airport Office with the file reference: DACQR21454/10JUL18/1328GMT but as of now no whereabouts.

Passengers:
Shium Mona Nammy Ticket:[protected]
Syeda Raeefa Abedin Ticket:[protected]
Syed Raihanul Abedin Ticket:[protected]

If i'm not wrong usually for the transit passengers this kinda mishap used to occur.
Kindly do the needful urgently to get the bag in which some important docs are available.

Thanks & regards,

Syed Ahsanul Abedin
Doha-Qatar
Mobile: [protected]

Attachment: Copy of PROPERTY IRREGULARITY REPORT & Baggage Tag

Dear Sir/Madam

Greetings of the day, trust me this mail finds you well.

with regards to my flight, i booked my ticket from Kathmandu-Seychelles-Kathmandu, booking ref SGFUW3 for my holiday. After arriving Seychelles i got very important calls from one of my business partner in Qatar for a meetings, i went to Qatar airways office at Victoria Mahe and tell them to change my ticket but they insist me that it couldn't be changed, instead i can cancel my ticket and buy a new one which i agreed. once i come to my hotel i cancel my ticket and booked new ticket for 8 July from Seychelles to Doha booking ref - NAHO4N using my brother credit card in UK. Once i arrive at airport they did me check in normally, i finish immigration and security clearence and went inside duty free, After an hour which i was waiting for boarding the plane someone from qatar airways approach me and said that i couldnt fly because they need the verification of the card that i used to purchase ticket.
At the last moment how can i do it, i called my brother in uk and spoke about it, it was weekend there and he couldnt do anything more, my concern is why at the last moment the make this issue, i was so desperate about the situation as qatar airways ll put me in such a situation, i told them i ll pay them cash as a gurantee and once i arrive to doha i ll go to qatar airways office and sort it out but no one is listening, at last they kick me out of the airport which is unacceptable from such a prestigious 5 star airline company.

5 star airline which is based on services and customer oriented and i have to suffer from such a situation. all my vacation was spoiled and i have to come back next day with lots of sadness and difficult time.

i want to see now how Qatar Airways resolve this issue as if i am not satisfied i ll write to Mr Akbar or take the appointment to see him at his office.

Regards
Mohammad Salim
Doha, Qatar
Tel - [protected]

Dear Qatar,

I like flying your Airlines but the other day I was really disappointed when you put us on A320 from Doha to Nairobi (trip VP5RJC) a very old aircraft, no leg space, no reclining seat I actually had back pains. Not to mention the toilet that was constantly smelling not only because it wasn't cleaned well but the aircraft is too old looks like the smell travels back.

I am flying again tomorrow (trip W34Z3S) and it seems the flight back in August is still an A320. I pray that you don't give us the same stinky old aircraft.

Concerned.
Kamau.

we travelled to Sirlank on 18th of June . In the airport we found the wheel of our pushcare has been broken and applied for baggage services and our file reference CMB 1434398. we want to Qatar Airways in Colombo they answer us no relation to our case.we wait 1 hour for the oncall to solve our problem they said they transfer the compliant to Doha they said they are going to indoors our case to Doha. When we reach to Doha they don't know anything about our case. We want to baggage services on 26th of June with our broken pushcare they said the support team will contact us but we call them next day and told bring it again? Is it make sense. They either to repair it or refund and till now no body call us. We have 2 kids one is 3 year and the youngest is 1 year we suffered so mush from caring our children although my husband has L4 and L5 disc ( have a documents) and I have back pain. We even came to Qatar my kids suffering because we can't go outside .
We are very upset and disappointed from negligence and ignorance from your company which is a famous International Airport !
I wonder is only baby pushcare you can't solve it!
I am traveling soon .
we looking forward hoping to solve this problem as soon as possible.

Good evening,
I really hope you guys take my complaint very seriously because it is harming your brand very badly. Today morning I was traveling from Qatar airlines and your staff made me suffer for 2 hours just because I had 2 kg more than the allowance. I traveled all over the world and the staff is so friendly. At times they ignore such small weight excesses and etc. Okay even if they deny as for the rules are concerned for excessive weight in their own rights, what really pissed me off is that than they asked for bribe. Like seriously an amount of money which is way more than the goods in the baggage. At the end of the day I returned my luggage batch to my home and traveled without baggage. Than they followed me till the boarding and than at the last moment stopped me again because they said that my small passport bag is also over weight. Like what non sense since when passport bags are getting weighted. All this just because I denied to pay the bribe? Such a harsh treatment. Name of the officers at the time were officer kiran, ali rasheed, & their chief barkat if im not wrong. Please change ur staff or at least ask them to improve their behavior and make it more friendly like your other airports have. All this happened at the karachi jinnah international airport of pakistan today morning

Best regards,
Muhammad Mustafa

Hi!
when we purchased our tickets to visit Morocco (a 8.5hr flight) we took extra care to book a REAL place for our infant, so he can sleep.
And while checking-in, we spent enough time to get the row with extra leg space for our kids (kids) to help with the baby... the hostess accommodated all of it with a smile...

The surprise is when you board in. The infant seat has become "infant on your legs" and the supposedly booked places vanished. The cabin crew blamed us for not checking the printed passes, and claimed that it is our fault...But now that the flight is over-booked, there isn't much they can do...

The staff at the call center, the staff at the check-in desk and the cabin crew...none had any considerations for an infant passenger who would suffer the next 8.5 hours...

for the first time ever, we decided to book a flight with Qatar, usually i would book via a third party such as expedia, however, even though their prices were cheaper, i decided to book directly with Qatar as i feel if you need support, this is the better option . i booked my return flights to Bali, my partner, who will be on business in Arizona would join me in Bali 2 days later so we can surprise my Brother for his 60th Birthday all the more special as he sadly has Cancer. which i lost my young aged partner to 4 years ago. i then went to book my partners return (only) flight, 5 times i tried and everytime the Qatar website crashed, so the next day (yesterday) i decided to call directly for help . i connected to Kevin, his manner was, shall we say, quiet, i found him quite hard work, almost like to help me was too much trouble, im a happy outgoing chatty person but none of my upbeat personality was going to soften things here. Kevin gave me a one way price which was higher than online, a lot higher, which i said was too much really and would try again online, he told me to hold, came back and said ok, ill do it for the price online, fair enough, i said thank you, he then said - but you have to pay a 3% debit card fee! i then said again, no thank you as online this isnt so, again he went away, coming back with - ok ill waiver that, again i thanked him, but he then says, you have to pay a 25GBP admin fee! yes, you guessed it, i said no thank you, ill go back online, guess what? that was waivered too. so - i think im getting the same price as online, except when i get my bank statement, i can see Qatar 590e and ´cheap travel London´68e! i spend all day calling everyone i can think of in my browser history to see what im charged 68e for, i call London Travel, who say its not them. i email them the bank statement. then i have a call from Kevin, who mumbles that he told me there would be two transactions (he never told me 68e would be to a random cheap travel shop in London!) he tells me many times, talking over me " i TOLD you this" furthermore, when i questioned the 100e more that i had paid he again told me he had TOLD me this, well i said ill have to take your word as i dont remember that at all, he replies " i have all this recorded!" i said if id known it was quoted on UK money, i would not have booked as id paid just over 700e RETURN, he didnt seem to care about that.
we have paid nearly that for one way! online the price was 555e, but because it constantly crashed i had to call! lets say he was right on all matters, his customer care skills are appauling, leading me/us to never use qatar again, the constant changing of prices to suit is shambolic, i do not trust this company one bit, this has truly cost us financially, so much so we have had to reduce our hotel stay to an inferior Hotel. i certainly want to know who and why the ´cheap travel company London´have 68e of my well earned money. when i am living in Spain and using a Spanish card, one would assume the price is in euros when quoted too
booking ref FYI QY4SZX and T6YRJN Christine Shenton Virgil Brewster

Dear Sir /Madam

I was advised that I can buy as much as possible cigarettes. So I bought 2 cartons of Marlborough which was sold by Stuardess named Inoni staff no 29563. When I arrived in Melbourne on qr 903 flight they were confiscated. The Australian law is only 20 cigarettes per person. I request a refund of 44 Euros /cash receipt no 145203, Receipt was Emailed. Please advise you're staff.

Kinde Regards

Zoran Nelkoski

Email [protected]@tpg.com. au

Mob: + 61 [protected]

Today my wife and I flew from Narita to Doha we were expecting a great experience (flying domestic) firstly our seat we booked were changed my seat 31 E had a big black metal box's in the leg space forcing me to hav one leg in the aisle which people kept hitting and I had to keep moving so no sleep no stretching out, dinner was fish which was only warm at the best and mixed up with everything else I thought seeing you won the best airline award it would be at least a good hot me,
No sparkling wine, no bourbon for the first 3 hours my movie, TV unit did not work a crew member eventually go a fork and was able to release the controller then it had to be reset unfortunately you had to press the buttons 3 or 4 times to get it to change I gave up in the end.

When breakfast came they had run out of choices and only had the egg dish my wife is Japanese and hoping to have the Japanese choice the croissant was completely flattened the fruit compote was warm the yogurt was not cold, we hopped of feeling let down and disappointed, sadly we fly on to Istanbul with you guys and the back to Japan we could of flown Turkish airways but thought you (Qatar) would of been much better.

Ref: # 1887139

Tickets numbers: 157-[protected]&157-[protected]&157-[protected]

MNR BC Smit, underwent a major Lung Procedure, and we couldn't
travel as booked (Medical Condition)!

I did cancel the booking on the 11/06/2018 and asked for refund,
because of his Medical Conditions, a did send Doctors letter, stated
that we can't travel because of his Medical Conditions.,

I would appreciate if Qatar can pay back my money in full.

Thanks
Amadia Smit
Tel: +27 [protected]

Dear Sir.
I have booked flight for my parents from MTN to MAN. My booking reference no was JNMQHO and name was Muhammad Yahya on Saturday 23, June 2018. First on spot I got to know that my Debit card got only limit of 1.5 lac Rs. The other way to submit money is your UBL account which was given on your official website. The most amazing thing was only account number was given but no branch code was given. Then next thing was your official contact no in Pakistan which was [protected]. I heard from that number that only official hours are limited to contact. Then what was the purpose to give account no without branch code and no contact number. Have your flights been cancelled on Saturdays and Sundays?. I was totally disappointed in these two days only reason left was my parents because they have to travel in a week. Then I have to book flight again and reference is MCLNK7. But now I have to give extra 8000 PKR just for the reason of your negligence and pathetic behaviour towards passenger. I really need to know what was the standard of declaring you NO 1 in the world and if you really think so then kindly Justification needen in a very appropriate way.
I have provided you with maximum info
For more verification
Email [protected]@gmail.com
TEL [protected]

Hi TravelPartner,

We are writing in behalf of the passenger Anjana Pratapa. Due to a delayed flight, she missed the flight segment from PHL to DOH which result her to book a hotel to stay. She would like to asked for a refund of the expenses she incurred.
Please be advised that this was due to an airline scheduled change. Please see attached document for the receipt.