For years I flew with Qatar Airways, as well in Economy, as in Business and Qsuite and always
have had a pleasant experience in terms of service, food and comfort.
The following is therefore so annoying.
Booking reference (PNR) - XXXXXX
I booked these flights ( Amsterdam – Doha – Kuala Lumpur – Denpasar) with 56061 Avios points
and € 730 with credit card.
The 9th of October 2022 I received a mail from Qatar, saying :
“Dear valued customer,
We are reaching out to inform you that unfortunately, your booking has been cancelled due
to operational reasons and we apologise for any inconvenience caused.
You can benefit from our flexible rebooking policy and change your travel date or
destination free of charge within the same booking class (fare difference may apply),
or request a refund for the value of your ticket to the original form
of payment with no penalties or refund fees.”(sic)
As I received only € 556,85 back in my account and no Avios Points at all, I was sending
October 19 a mail to the Trade Help Desk Team, with immediately the following respons :
“Dear Travel Partner,
Thank you for contacting Qatar Airways Trade Help Desk Team.
One of our team members will assess your query and respond back as soon as possible.”
But no respons at all, so that I November 17 I was sending a formal complaint to the Qatar Airways
Customer care, who reacted :
“Your Email has been received (case reference: CAS-2,
Dear Customer,
Thank you for contacting Qatar Airways Customer Care.
This automated response confirms receipt of your email. One of our team members will review your comments
and will revert to you in due course.”
And the mail continued :”Please be assured that we will respond to your message.”
Then follow a whole series of phone calls to various services, all of which were going to do the necessary, but
always without results afterwards.
On March 1 I decided to introduce a new formal complaint, immediately confirmed :
Your Email has been received (case reference: CAS-22
Dear Customer,
Thank you for contacting Qatar Airways Customer Care.
This automated response confirms receipt of your email. One of our team members will review your comments
and will revert to you in due course.
And the same as in the mail of November 17 :”Please be assured that we will respond to your message.”
Well, until now, nothing heard.
May I find this totally unworthy for a 5 Star airline ?
I was told Qatar is excellent in customer service but I have experienced otherwise.
I would not recommend (anymore) anyone to fly Qatar and for myself I find in Emirates at
least equivalent if not better service.