My wife got an emergency call because her mother in Tanzania is ill. We booked a ticket with Qatar, flying from Oslo to Dar es Salaam, through Doha. Then we noticed that her passport had expired. We managed to get an Emergency Passport which lasts for 6 months.
She only had a carry-on, so she checked in and went to the gate in Oslo. Then they would not let her board because of the Emergency Passport. My wife told them that Tanzania allows her to enter, and even if Qatar border won’t, she will only transit in Doha. The purser sent off an email (I suppose to flight manager), because crew seemed in uncertain whether she could transit. They replied that she could not board. She lost the flight.
After this happened we have checked numerous websites, and they all state that we are correct. She should’ve been able to travel. We do not know what the purser wrote in the email, and it all happened quickly because flight had to depart.

Does anyone have any suggestions how to take this matter up with Qatar Airways? If they have made a mistake due to misunderstanding between crew and flight manager, then there should be some form of compensation for this. My wife is devastated because of her not being able to travel with her sister to see their mother, and since the airline most certainly was wrong, I just feel that this is very unjust.