Vouchers due to Covid 19
Jun 17, 2020, 3:12 am
#17
Join Date: Jan 2016
Location: LON
Programs: BAEC
Posts: 3,915
We can only go by what the company is saying, but as the Qatar website says they are working on a solution for online voucher redemption which has been confirmed by their forum rep, it would be unusual that they don't deliver on this facility which would deliver benefits for both customers and staff. Other airlines (but not all) are in a similar situation. And I would imagine that it needs plenty of testing and maybe some fraud management measures.
Jun 18, 2020, 2:37 am
#18
Join Date: Jun 2020
Posts: 3
Vouchers due to Covid 19
I was due to fly from MUC to MEL and return on March 28, on March 20 I requested a voucher or refund of ticket via the QATAR flight managment page. I received a confirmation of requst and was advised that I would receive a response in 3 to 4 weeks. I have not received any information since.
Can anyone give me information or advise on how I should proceed. I still want to fly as soon as the current situation allows.
Can anyone give me information or advise on how I should proceed. I still want to fly as soon as the current situation allows.
Jun 18, 2020, 3:22 am
#19
Join Date: Sep 2015
Posts: 795
I would call them.
The reports here of major delays generally appear to be on requests placed mid-late March (not a scientific survey, just my impression). I am only speculating but as that was the period when many offices around the world were closing due to covid it is possible that some requests around then may have been "misfiled"
The reports here of major delays generally appear to be on requests placed mid-late March (not a scientific survey, just my impression). I am only speculating but as that was the period when many offices around the world were closing due to covid it is possible that some requests around then may have been "misfiled"
Jun 18, 2020, 3:39 am
#20
Join Date: Jun 2020
Posts: 3
I have tried to call on a number of occasions, it seems that they don't have enough staff to answer the incoming calls.
I am not able to find a customer service email address only a post box address. For a so-called 5 star airline, they certainly leave a lot to be desired in terms of customer service and communication.
I shall continue to try making contact.
I am not able to find a customer service email address only a post box address. For a so-called 5 star airline, they certainly leave a lot to be desired in terms of customer service and communication.
I shall continue to try making contact.
Jun 18, 2020, 3:54 am
#21
Join Date: Sep 2015
Posts: 795
If you are a Privilege Club member you will find a number to call for your tier on your dashboard. They should answer more quickly than the general line.
If not then others have reported success contacting them via twitter. You could also try calling offices in another country. If you use Skype or similar it won't cost much. I find Doha always answer quickly.
Or you could raise a new voucher request through their online portal. Speaking to someone may be quicker though.
You have waited a long time and many people complain about the call centres, but to cut them (and all airlines) some slack, they are having to deal with millions of reservation changes each month currently, with some offices still shut globally.
Good luck!
If not then others have reported success contacting them via twitter. You could also try calling offices in another country. If you use Skype or similar it won't cost much. I find Doha always answer quickly.
Or you could raise a new voucher request through their online portal. Speaking to someone may be quicker though.
You have waited a long time and many people complain about the call centres, but to cut them (and all airlines) some slack, they are having to deal with millions of reservation changes each month currently, with some offices still shut globally.
Good luck!
Jun 18, 2020, 4:03 am
#22
Join Date: Apr 2020
Posts: 7
We can only go by what the company is saying, but as the Qatar website says they are working on a solution for online voucher redemption which has been confirmed by their forum rep, it would be unusual that they don't deliver on this facility which would deliver benefits for both customers and staff. Other airlines (but not all) are in a similar situation. And I would imagine that it needs plenty of testing and maybe some fraud management measures.
Thank you
Jun 18, 2020, 5:48 am
#24
Join Date: Jul 2014
Location: SYD
Programs: TK*G, QR Gold, VA Gold, NZ Gold
Posts: 237
I cancelled min on 15 March and voucher was provided 20 March. I also contacted them now and wait time is only 10mins. I called from my home country in Australia 1300number. There were quick for me or maybe i was just lucky. FYI back in March i was not a privilege member yet.
Jun 19, 2020, 6:24 am
#25
Join Date: May 2020
Location: USA
Programs: Qatar Airways Platinum Tier
Posts: 83
f.
Jun 22, 2020, 2:24 am
#26
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,670
Currently, our travel vouchers are available for redemption via our contact centers or local offices. However, the option to redeem your voucher via our website https://www.qatarairways.com/en/homepage.html will be available soon. 
Jun 22, 2020, 10:34 am
#28
Join Date: Sep 2015
Programs: BA Gold, IHG Spire Ambassador, Hilton Silver
Posts: 54
How did you hold the fare without paying for the fare holding function? If you paid for the fare to be held, did customer service deduct this amount from your fare when you went to pay for the booking with your voucher (or otherwise refund the charge in some way)? Or were you just expected to cop the charge as an additional cost of using your voucher?
I called up the UK reservations number and they advised me to hold the booking and then email [email protected] to ask them to process the booking using my existing voucher, and they said that there should be a response within 24 hours. I sent an email to that email address asking if the fee for holding the fare would be refunded and it has been 4 days with no response, so I'm not inclined to proceed to hold the fare and email them as I was told - chances are the hold period would expire before they respond.
I called up the UK reservations number and they advised me to hold the booking and then email [email protected] to ask them to process the booking using my existing voucher, and they said that there should be a response within 24 hours. I sent an email to that email address asking if the fee for holding the fare would be refunded and it has been 4 days with no response, so I'm not inclined to proceed to hold the fare and email them as I was told - chances are the hold period would expire before they respond.
Jun 22, 2020, 10:35 am
#29
Join Date: May 2020
Location: USA
Programs: Qatar Airways Platinum Tier
Posts: 83
How did you hold the fare without paying for the fare holding function? If you paid for the fare to be held, did customer service deduct this amount from your fare when you went to pay for the booking with your voucher (or otherwise refund the charge in some way)? Or were you just expected to cop the charge as an additional cost of using your voucher?
I called up the UK reservations number and they advised me to hold the booking and then email [email protected] to ask them to process the booking using my existing voucher, and they said that there should be a response within 24 hours. I sent an email to that email address asking if the fee for holding the fare would be refunded and it has been 4 days with no response, so I'm not inclined to proceed to hold the fare and email them as I was told - chances are the hold period would expire before they respond.
I called up the UK reservations number and they advised me to hold the booking and then email [email protected] to ask them to process the booking using my existing voucher, and they said that there should be a response within 24 hours. I sent an email to that email address asking if the fee for holding the fare would be refunded and it has been 4 days with no response, so I'm not inclined to proceed to hold the fare and email them as I was told - chances are the hold period would expire before they respond.
f.
Jun 22, 2020, 11:11 am
#30
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,670