Infuriated by Qatar upgrade process
Sep 30, 2018, 4:49 am
#1
Original Poster
Join Date: Aug 2018
Posts: 30
Infuriated by Qatar upgrade process
I'm at my wits end with the dreadful Qatar Airways website and even more dreadful customer service. After accumulating more than 300,000 Qmiles and a stack of Qcredits from mostly long-haul business class I have yet been able to successfully redeem a single one of them.
The most recent attempt is tonight as I try to upgrade a booking that:
- I have confirmed U-Class business award seat availability for and
- Specifically booked a higher fare class to be upgradable
The website gets stuck on a loading animation indefinitely. I have tried all day and night across multiple browsers and devices.
I called the QRPC to ask them to arrange the upgrade over the phone. Fail. The agent said "We cannot process upgrades over the phone - you will need to do that on the website". When I said the website is broken, he said to email customer services. I've emArgh!
Has anyone got any more tips for what I can do
The most recent attempt is tonight as I try to upgrade a booking that:
- I have confirmed U-Class business award seat availability for and
- Specifically booked a higher fare class to be upgradable
The website gets stuck on a loading animation indefinitely. I have tried all day and night across multiple browsers and devices.
I called the QRPC to ask them to arrange the upgrade over the phone. Fail. The agent said "We cannot process upgrades over the phone - you will need to do that on the website". When I said the website is broken, he said to email customer services. I've emArgh!
Has anyone got any more tips for what I can do
Sep 30, 2018, 5:11 am
#2
Join Date: Nov 2004
Location: Phuket
Programs: SQ *Gold, BA, QR, EY, Hilton Diamond, IHG Plat, Marriott Gold, Amex Plat
Posts: 5,268
I'm at my wits end with the dreadful Qatar Airways website and even more dreadful customer service. After accumulating more than 300,000 Qmiles and a stack of Qcredits from mostly long-haul business class I have yet been able to successfully redeem a single one of them.
The most recent attempt is tonight as I try to upgrade a booking that:
- I have confirmed U-Class business award seat availability for and
- Specifically booked a higher fare class to be upgradable
The website gets stuck on a loading animation indefinitely. I have tried all day and night across multiple browsers and devices.
I called the QRPC to ask them to arrange the upgrade over the phone. Fail. The agent said "We cannot process upgrades over the phone - you will need to do that on the website". When I said the website is broken, he said to email customer services. I've emArgh!
Has anyone got any more tips for what I can do
The most recent attempt is tonight as I try to upgrade a booking that:
- I have confirmed U-Class business award seat availability for and
- Specifically booked a higher fare class to be upgradable
The website gets stuck on a loading animation indefinitely. I have tried all day and night across multiple browsers and devices.
I called the QRPC to ask them to arrange the upgrade over the phone. Fail. The agent said "We cannot process upgrades over the phone - you will need to do that on the website". When I said the website is broken, he said to email customer services. I've emArgh!
Has anyone got any more tips for what I can do
Last edited by msm2000uk; Sep 30, 2018 at 6:09 am
Sep 30, 2018, 5:54 am
#3
Join Date: Sep 2016
Posts: 776
Try more different browsers/different devices and at different times, use incognito mode...
I know, it's a total shot in the dark but I usually could get it to work eventually this way. The current web interface is just very buggy, and the fact that this is the only way to handle QRPC matters doesn't help.
If all else failed, you can also try to upgrade at the airport at most airports.
I know, it's a total shot in the dark but I usually could get it to work eventually this way. The current web interface is just very buggy, and the fact that this is the only way to handle QRPC matters doesn't help.
If all else failed, you can also try to upgrade at the airport at most airports.
Last edited by makrom; Sep 30, 2018 at 9:15 am
Sep 30, 2018, 6:29 am
#5
Original Poster
Join Date: Aug 2018
Posts: 30
Try more different browsers/different sevices and at different times, use incognito mode...
I know, it's a total shot in ghe dark but I usually could get it to work eventually this way. The current web interface is just very buggy, and the fact that this is the only way to handle QRPC matters doesn't help.
If all else failed, you can also try to upgrade at the airport at most airports.
I know, it's a total shot in ghe dark but I usually could get it to work eventually this way. The current web interface is just very buggy, and the fact that this is the only way to handle QRPC matters doesn't help.
If all else failed, you can also try to upgrade at the airport at most airports.
Sep 30, 2018, 8:37 am
#6
Join Date: Oct 2017
Location: UK/TZ
Programs: QRPC Plat; Marriott Plat; Hilton Gold
Posts: 353
Had exactly the same issue and the customer services are absolutely useless as they all give the same damn generic bs reply about going online and doing it after showing them detailed screenshots of the issue
Sep 30, 2018, 12:26 pm
#7
Join Date: May 2017
Location: PRG
Programs: British Airways
Posts: 234
Sep 30, 2018, 11:15 pm
#8
Join Date: Mar 2017
Location: Singapore & Globe trotting
Programs: QR Gold, ITA Club Executive, Hilton Gold, GHA Titanium, Taj Gold, Accor Gold, Marriott Gold Elite
Posts: 425
Do you have an ad/content blocker enabled? If so, disable it. Also, do you have pop-ups disabled? Enable them.
Sep 30, 2018, 11:52 pm
#9
Original Poster
Join Date: Aug 2018
Posts: 30
Do you think it's an issue with upgrading another person? I understand that should be possible, but has anyone else had success in doing this?
Oct 1, 2018, 1:48 am
#10
Join Date: Jan 2015
Programs: QR Platinum
Posts: 470
Oct 1, 2018, 6:42 am
#11
Join Date: Sep 2016
Posts: 776
There are a lot of QR-related things that were no problem back then 
I think at that time, all the online interface did was taking your request and sending it to someone to be processed. Now this is done by the system itself and when it fails (which it does ever so often), you are out of luck.
I think at that time, all the online interface did was taking your request and sending it to someone to be processed. Now this is done by the system itself and when it fails (which it does ever so often), you are out of luck.
Oct 1, 2018, 6:58 am
#12
Join Date: Sep 2016
Posts: 776
Oct 2, 2018, 12:12 am
#13
Original Poster
Join Date: Aug 2018
Posts: 30
An unsurprising update for anyone who is interested. The response to [email protected] was "Send us screenshots" (I already had) and "We can't process upgrades offline". Basically, there is no way to process an upgrade. The website doesn't work, membersvc won't do it and this booking is up eligible for upgrade on departure. There's no way to win with these people.
"Thank you for writing to Privilege Club. We value your business. We apologize for the delay in replying to you and for the inconvenience caused to you while processing online Award Upgrade request for PASSENGER NAME journey under booking reference number REFERENCE. We appreciate your patience. We request you to provide us the screenshot of an error encountered by you while processing award upgrade online. Once we are in receipt of the same we will emphasize it to our respective department. Please note that we are able to open the attachments in jpg or pdf format only. Note: Redemption seats are limited per flight and are subject to availability at the time of booking. As much as we would like to provide assistance to you, we are unable to process any award services offline currently. Our sincere apologies for any inconvenience which may have been caused on this occasion. We appreciate your understanding and cooperation in this regard. Do let us know if we can assist you any further. Sincerely, CUSTOMER SERVICE REP"
"Thank you for writing to Privilege Club. We value your business. We apologize for the delay in replying to you and for the inconvenience caused to you while processing online Award Upgrade request for PASSENGER NAME journey under booking reference number REFERENCE. We appreciate your patience. We request you to provide us the screenshot of an error encountered by you while processing award upgrade online. Once we are in receipt of the same we will emphasize it to our respective department. Please note that we are able to open the attachments in jpg or pdf format only. Note: Redemption seats are limited per flight and are subject to availability at the time of booking. As much as we would like to provide assistance to you, we are unable to process any award services offline currently. Our sincere apologies for any inconvenience which may have been caused on this occasion. We appreciate your understanding and cooperation in this regard. Do let us know if we can assist you any further. Sincerely, CUSTOMER SERVICE REP"
Last edited by msm2000uk; Oct 2, 2018 at 12:22 am Reason: Removal of personal information
Oct 2, 2018, 2:23 am
#15
Original Poster
Join Date: Aug 2018
Posts: 30
Because I have nearly 400,000 Qmiles to burn and want to use them. And the website doesn't actually work anyway.