Qatar Airways review: Excess baggage charged and misleading information

I travelled Qatar Airways flight QR0905 26 Aug 2023 Melbourne to Rome, all was perfect. Excellent service. No complaints.

Next flight QR116, 12 September 2023 Rome to Doha.

On 10 September, 2023 I attempted to book excess luggage online, as Qatar advertise it is cheaper and more convenient to do. I was unable to book this as it stated "Due to multiple flights, excess luggage could not be booked online".

Therefore, on 11 September in Rome, I telephoned Qatar to discuss and seek advice on booking 25 kg excess luggage. ( see proof of calls attached )

11.9.23 I spoke to Eca from Qatar Airlines, very helpful and confirmed that I "could not book excess luggage online due to multiple fights", Rome-Doha, Doha-Melbourne. Advised cheaper to purchase at Rome airport than through the office.

11.9.23 I spoke with Lucas from Qatar Airlines, still trying to book excess luggage, I asked if I could book 25 kgs, he advised the same that due to the "multiple fights, I could not book online". I asked if it was possible to book Rome to Doha ( excess ) and then again Doha to Melbourne, he advised that this was not possible, however if I was to pay at Rome airport, it would cost

$US 384-

He advised paying over the phone would cost $ US 2125.

11/9/23 I spoke with Nikil at Qatar Airlines, he also advised that it was cheaper for me to pay excess luggage at Rome airport, Rome all the way to Melbourne , as they were multiple flights.

On 12/9/2023, I paid $A 970.13 ( receipt attached ), understanding that this was for excess luggage-25 kgs Rome-Doha and Doha to Melbourne, as they were multiple flights. ( Receipt attached )

On 16 September, when checking in for flight QR988, there was an issue with my previous excess luggage receipt. I was advised that I had only been charged Rome to Doha. ( previously on calls to Qatar Airlines, I was told this could not be done ) . I was made to pay an additional $A 1,232.73, QAR 2800.

Receipt attached.

The misleading information is unacceptable. I made several attempts for advice with Qatar to purchase excess luggage to be penalised like this is outrageous.

Regards Julie Broadhead

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