Comments
As far as Customer Service is concerned - it does not exist for Qatar Airways. Here is my story - it is almost 5 months old:
1. Bought a ticket sometime in Feb 2009 for my wife to travel from IAD-DOH-HYD-DOK-IAD for travel on April 8th online.
2. My mother-in-law dies on Saturday, April 4th 2009. Wife left for HYD on a new ticket by Qatar Airways to attend the funeral.
3. Wife goes to QA Office in HYD and cancels original ticket. They say - please submit Death Certificate for a full refund. She submits it on the same day, and they say - your money will be back with you "soon".
4. April 24th - my wife returns to the US, and there is still no money.
5. I call the Washington DC Office of QA - there is no answer, and the telephone system put me on hold for 22 minutes the first time, and 26 minutes the next time. I give up and try to get in as-if I were buying a first class ticket. The telephoen system puts me on hold for 6 minutes, and then transfers me to a vocie - who says "Economy Class - I cannot help you"
6. I try again the day or two later and finally manage to speak to a person who says she is soory to hear that my MIL passed away, and that she canno thelp me as I purchased the ticket on-line, so I have to resolve it on-line. She also tells me that they are gorssly under-staffed and "Management" does not particularly care about the telephone service.
7. I try to get a response on-line - they say I will have to lose $300/- as cancellation fee and I fight it out for three or four e-mails insisting on someone calling me - but no one bothers. Each time - they come back and say $300/- penalty is required.
8. I dispute the charges on my credit card, and my bank issues me a conditional credit. But unfortunately - they too are unable to reach the vendor and so ask me to cough out the money abd take it up with the vendor.
9. In June - I end up paying my credit card company the full amount.
10. Out of the blue - Qatar Airways comes up and says they have reviewed my case and will give me a full refund if I submit a letter from the credit card company about the change in my credit card account number (Original account was closed when the account was compromised).
11. I send them all the details and they say "Please go to Hyderabd and seek the refund"
12. How can I go to Hyderabad? Well, I went anyways for other reasons, and stupidly - went by Qatar Airways again. Went to their office in Hyderabad and was unable to get them to make any consideration for the refund.
13. Then they contact me on e-mail and say that the money is not in their account and put the burden of proof on me - asking me to get them the reference to the credit my bank had issued them in late June.
14. I submit that on September 6th and there is no answer. The money in question is $1097.40/-
15. Lesson Learned - do not buy on-line from this airline.
16. If Qatar Airlines, or any sane Qatar Airline employee sees this - pelase contact me with an answer on how to get my money back at [protected]@gmail.com
1. Bought a ticket sometime in Feb 2009 for my wife to travel from IAD-DOH-HYD-DOK-IAD for travel on April 8th online.
2. My mother-in-law dies on Saturday, April 4th 2009. Wife left for HYD on a new ticket by Qatar Airways to attend the funeral.
3. Wife goes to QA Office in HYD and cancels original ticket. They say - please submit Death Certificate for a full refund. She submits it on the same day, and they say - your money will be back with you "soon".
4. April 24th - my wife returns to the US, and there is still no money.
5. I call the Washington DC Office of QA - there is no answer, and the telephone system put me on hold for 22 minutes the first time, and 26 minutes the next time. I give up and try to get in as-if I were buying a first class ticket. The telephoen system puts me on hold for 6 minutes, and then transfers me to a vocie - who says "Economy Class - I cannot help you"
6. I try again the day or two later and finally manage to speak to a person who says she is soory to hear that my MIL passed away, and that she canno thelp me as I purchased the ticket on-line, so I have to resolve it on-line. She also tells me that they are gorssly under-staffed and "Management" does not particularly care about the telephone service.
7. I try to get a response on-line - they say I will have to lose $300/- as cancellation fee and I fight it out for three or four e-mails insisting on someone calling me - but no one bothers. Each time - they come back and say $300/- penalty is required.
8. I dispute the charges on my credit card, and my bank issues me a conditional credit. But unfortunately - they too are unable to reach the vendor and so ask me to cough out the money abd take it up with the vendor.
9. In June - I end up paying my credit card company the full amount.
10. Out of the blue - Qatar Airways comes up and says they have reviewed my case and will give me a full refund if I submit a letter from the credit card company about the change in my credit card account number (Original account was closed when the account was compromised).
11. I send them all the details and they say "Please go to Hyderabd and seek the refund"
12. How can I go to Hyderabad? Well, I went anyways for other reasons, and stupidly - went by Qatar Airways again. Went to their office in Hyderabad and was unable to get them to make any consideration for the refund.
13. Then they contact me on e-mail and say that the money is not in their account and put the burden of proof on me - asking me to get them the reference to the credit my bank had issued them in late June.
14. I submit that on September 6th and there is no answer. The money in question is $1097.40/-
15. Lesson Learned - do not buy on-line from this airline.
16. If Qatar Airlines, or any sane Qatar Airline employee sees this - pelase contact me with an answer on how to get my money back at [protected]@gmail.com
I have tried calling qatar airways several times and each time, I had to hang up after holding for 30 mins or so because I got tired of that. I wonder how come it has got 5* rating. It is a frustrating experience.
Qatar Airways — Out going calls
Even after paying my dues my outgoing call facility is barred also ihae a ofer latter so tald if its corect or wrong which is indicating that human resous manager is erik plarer
you were right, I had problem like you, but Qatar airways cancelled my ticket illegal ! and The Staffs of Qatar Airways at TanSonNhat Airport -VietNam were very bossy, impolite...they kicked me out the Passengers area, when they re-weight my hand baggages and they said that they were overweight, I must pay money or cancel them! while they were right 7kg and my shoulder bag with camera, medicines, private items... in the fact, they wanted to take money illegal, Vietnamese staff of Qatar Airways at Tan Son Nhat airport (HCMC) is very bossy and generally making it difficult for passengers, even asking passengers to pay but they keep this amount (in 2011, I have flight of QA, my luggage is overweight about 2kg, they have demanded that I must paid $ 20, but they did not give me the bill, after that I do not want to carry luggage overweight, it is very complicated and it is bribery ( I used to have 8 flights of Qatar Airways )
that amount of money was kept in their pocket ! it was bribery !
we are their Passengers, but they treated us like the , like a Crime . I complained to manager at airport and Qatar customers Relations Department, But Managers of Qatar Airways ( Mr Ali N Alharazi (Senior Officer Qatar Airways ) and Mr Philip Odhiambo (Airport Services Manager (SGN) resolved my case bias and defended wrongdoing of their staffs .
They said that their staffs were right, and they saw record at airport wrote my baggages was 15kg ! while they made record with my signature, it didn't write 15kg, it is means staffs at airport corrected record or they remade another record, it is illegal and break law .
We make complaints, but Qatar Airways will not care to benefits of passengers, they just hear and trust their staffs,
the Staffs of Qatar at the airport TSN treated arrogance passengers, disregard for customers, many customers have complained about this ... but Qatar Airways still no radical measures to handle, they tolerate, cover up for the staffs ' wrongful act Qatar Airways in VN. Why the staffs might be doing wrong for a long time without being disciplined or fired???I think maybe manager of Qatar Airways at Tan Son Nhat airport and these staffs have been collusion and share(money of bribery) each other, which is why customers have reflected many times, but the representative of Qatar Airways did not have measures for handling staff wrongdoing.
that amount of money was kept in their pocket ! it was bribery !
we are their Passengers, but they treated us like the , like a Crime . I complained to manager at airport and Qatar customers Relations Department, But Managers of Qatar Airways ( Mr Ali N Alharazi (Senior Officer Qatar Airways ) and Mr Philip Odhiambo (Airport Services Manager (SGN) resolved my case bias and defended wrongdoing of their staffs .
They said that their staffs were right, and they saw record at airport wrote my baggages was 15kg ! while they made record with my signature, it didn't write 15kg, it is means staffs at airport corrected record or they remade another record, it is illegal and break law .
We make complaints, but Qatar Airways will not care to benefits of passengers, they just hear and trust their staffs,
the Staffs of Qatar at the airport TSN treated arrogance passengers, disregard for customers, many customers have complained about this ... but Qatar Airways still no radical measures to handle, they tolerate, cover up for the staffs ' wrongful act Qatar Airways in VN. Why the staffs might be doing wrong for a long time without being disciplined or fired???I think maybe manager of Qatar Airways at Tan Son Nhat airport and these staffs have been collusion and share(money of bribery) each other, which is why customers have reflected many times, but the representative of Qatar Airways did not have measures for handling staff wrongdoing.
While going through x-ray transit, the guard ask me to remove my wedding ring and
my watch to put into a plastic bin, he then pushed the bin into the x-ray machine, the plastic bin came out of the x-ray on his side, the other
passengers and i saw my wedding ring fell inside the x-ray machine and my michael kors silver watch
got stuck between the belt and the 1st roll at the exit of the machine and we had to yell at the
guard to stop the belt who obviously wasn't doing his job properly. The guards in duty looked for my ring for 1-2
minutes, smiled at me and told me to forget the ring because they couldn't find it due to the poor cleanliness under the x-ray machine, i
had to ask to speak with the supervisor, he didn't understood a word of what i was telling him, i had
to go to the customer service desk where i explained what happened, nobody even took a minute to come out of their offices to see what we could do about my problem, the receptionist gave me a piece of paper with an email
address without any further explanations ( and of course the email given to me was for another department ... [protected]@qatarairways.zendesk.com )
As a Diplomat i traveled all around the world and i never had such a poor customer service from any other
airline or airport, zero explanations, zero assistance so far, i did search the lost and found objects without luck and every time i send an
email to one department i receive for answer that i have the wrong email address and i should try another one. I have been
extremely patient for the past 5 weeks but its enough now, for all those reasons + a wedding ring worth 1000$ U.S.D. lost and a
silver watch scratched inside the x-ray machine by one of their guard,
i am requesting the total refund of my ticket to cover for my lost before i take further actions.
my watch to put into a plastic bin, he then pushed the bin into the x-ray machine, the plastic bin came out of the x-ray on his side, the other
passengers and i saw my wedding ring fell inside the x-ray machine and my michael kors silver watch
got stuck between the belt and the 1st roll at the exit of the machine and we had to yell at the
guard to stop the belt who obviously wasn't doing his job properly. The guards in duty looked for my ring for 1-2
minutes, smiled at me and told me to forget the ring because they couldn't find it due to the poor cleanliness under the x-ray machine, i
had to ask to speak with the supervisor, he didn't understood a word of what i was telling him, i had
to go to the customer service desk where i explained what happened, nobody even took a minute to come out of their offices to see what we could do about my problem, the receptionist gave me a piece of paper with an email
address without any further explanations ( and of course the email given to me was for another department ... [protected]@qatarairways.zendesk.com )
As a Diplomat i traveled all around the world and i never had such a poor customer service from any other
airline or airport, zero explanations, zero assistance so far, i did search the lost and found objects without luck and every time i send an
email to one department i receive for answer that i have the wrong email address and i should try another one. I have been
extremely patient for the past 5 weeks but its enough now, for all those reasons + a wedding ring worth 1000$ U.S.D. lost and a
silver watch scratched inside the x-ray machine by one of their guard,
i am requesting the total refund of my ticket to cover for my lost before i take further actions.
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11 May 2009
Qatar Airways
Customer Relations Department
PO Box 22550
Doha, Qatar
Dear Sir
Passengers Pinto/CJL Mr, Ticket No[protected]
Pinto/ RC Mrs. Ticket No[protected]
I am a Canadian permanent resident who purchased the above mentioned Qatar airways tickets from Mackinnons American Express Travel (Pvt) Ltd in Colombo Srilanka, for the first sector (Colombo- London) of my trip to Canada.
I wish to make a strong complaint on the treatment I received at the checking in counter at the Colombo airport on the 26th of April 2009. I also want reconfirmation from you that my baggage allowance is 25kg per passenger as agreed in writing by your Colombo office Sales Executive, Ceylonne Fernando by e-mail a copy of which is attached.
I list below the events leading to this complaint
1. As the Colombo /London and London /Vancouver tickets were purchased from two different sources I was told by my travel agent that my baggage allowance to London will normally be limited to 20 kg per passenger.
2. However, before I decided to fly Quarter airways, I made a special request for increased allowances on the basis of my travel to USA and received confirmation from your office in writing of an additional 5kg per passenger. ( See attached copy of the emails) I made my choice to fly Quarter Airways accordingly.
3. At the Colombo airport checking in counter the supervisor in charge Mr.Saman Kumaratilake flatly refuted this arrangement even after providing a print out of the attached email confirmation from QA sales executive
4. One of your officers at the counter even accused me of making private arrangements which are not recognised by QA, to which I objected strongly stating that it is not a private arrangement and that QA is legally bound as I have it in writing and I will not accept anything less.
5. Having made me sit and wait close to two hours at the checking in counter, the supervisor finally accepted the Sales Executive’s email confirmation reluctantly. He was not courteous to me after that
.
6. Having reweighed all my bags over again it was found that the checking in baggage of the two passengers weighed 55 kg exactly and was asked to pay for 5 kg excess baggage which I did pay without any argument. (See attached excess baggage payment receipt).
.
7. The same supervisor then weighed the hand luggage again and found that one bag was 9 kg and I was asked to reduce 2 kg from it. All I had to do was to take a jacket and a bible out of the bag into my hand and it cleared his test.
8. I also wish to mention that whilst waiting at the checking counter I did observe several other passengers with excess baggage being passed without any fuss making me more annoyed
Although I am not a Qatar Airways regular flyer, I have been an expatriate for 30 years working for an International Breweries group and I always make certain that my baggage is within limits. I have never experienced such treatment from any airline before this.
I would on the least expect an apology and not to be hassled on my return trip on the same issue
Please acknowledge receipt of this letter
Yours faithfully