Hi there,
I would like to lodge a complaint about the unacceptable experience I had with the call centre recently.
On May 21st, I had to amend my departure date, so I have unknowingly requested a refund for booking reference WUE5YD
On May 22nd, I contacted the call centre asking to reverse the refund request, the operator explained that when the request for a refund is actioned it is unreversible and the only option available was to purchase a new ticket, which I did on the same day – booking reference LXLAHD.
On June 3rd, I contacted the call centre to check on the status of my refund, the operator at that moment stated: “THE REFUND HAS FAILED, TICKET IS STILL ACTIVE”, I several times asked the operator to confirm that I had 2 tickets active for the same day and he confirmed that. At that point, I authorised the operator to cancel booking LXLAHD. After the conversation ended, I received an email stating that booking WUE5YD was now also refunded!
BASICALLY, I HAD NO MORE TICKETS
On June 3rd, I have recontacted the call centre AGAIN and spoke with CHARCHITHA who has informed me that she would have lodged an internal investigation and I was meant to CALL BACK AGAIN in 7 days to check on the status of the investigation – THIS APPEARS TO BE COMPLETELY INCORRECT AS THERE WAS NO INVESTIGATION MADE.
On June 9th, I called back the call centre twice and after a very long argumentative conversation I was able to speak with a SUPERVISOR that the only solution he had for me was to expedite the refund of the booking LXLAHD
AS OF TODAY, I STILL DON’T HAVE A TICKET AND THE ONLY OPTION AVAILABLE IS TO PURCHASE A NEW ONE FOR A MUCH HIGHER PRICE
WUE5YD – cost A$1000 – refunded
LXLAHD – cost A$1600 – not yet refunded
New Booking – cost A$2100 – to be purchased
Could someone please help me here as this is a total disaster, I am yet to pay almost double the amount I originally spent and I have no money until the second refund is completed. By then there is a chance that the flight is fully booked.
I have already purchased a ticket for the rest of my family to fly on the 6th of July (KQJFW7) as we relocating to Italy permanently and I MUST find a solution for my mum to be on the same flight
THIS IS A COMPLETE FAILURE ON QATAR BEHALF, I AM EXTREMELY DISAPPOINTED AND I REGRET USING THIS AIRLINE
Regards
Giuseppe Carusi
09/06/2022
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