Qatar Airways Privilege Club - Qatar Customer Service leaves much to be desired!

Have never travelled on Qatar myself. A friend just did LHR-SIN-LHR in J class.
The travel agent booked and ticketed him with a 7 hour layover in Doha, when there was a later flight from LHR to DOH available which would have given him a 90 minute connection. Although the later flight from LHR to DOH was wide open in J cabin, neither the travel agent nor Qatar would let him change the outgoing flights, even for a fee.

After reaching SIN, he found that his brand new suitcase was damaged. He lodged a complaint with Qatar at Changi, only to get the "claim from your travel insurance" and "it is normal wear and tear" responses, when it was clear the bag was ripped. The case was sent to DOH, who came back with the same cookie cutter response. My friend was on a discounted business class fare, but I would have expected better customer service from Qatar. I guess they wont be getting my business anytime soon

Hi SingaporeDon

Well, that's another praise of QR customer service... they have to work hard to keep their bad reputation !

Did your friend lose anything?

To file for travel insurance claim, Qatar airlines need to issue the baggage damage report too, immediately after the flight..


I fail to check FT on Qatar, now I brace myself for the worst, particularly at Doha transit.... *sigh*

Although the later flight from LHR to DOH was wide open in J cabin, neither the travel agent nor Qatar would let him change the outgoing flights, even for a fee.

There was business seats available but not necessarily on the ticketed fare class.

Your friend could have used the seven hours to see everything that is to be seen in Doha.

After reaching SIN, he found that his brand new suitcase was damaged. He lodged a complaint with Qatar at Changi, only to get the "claim from your travel insurance" and "it is normal wear and tear" responses, when it was clear the bag was ripped.

It is really up to the airline. Some airlines do cover and some don't. Better to have your own travel insurance.