Qatar Airways - terrible customer service

Review of LP88 about the flight Qatar Airways between London Heathrow and Doha on 03/04/2016 in Economy
LP88 QR / QTR LHR / DOH

Please think twice about flying with Qatar Airways. I have had a truly awful customer service experience with them.

I intentionally missed a flight in my itinerary having no idea that it meant my entire reservation would be made void (I ended up not needing that particular flight because it conflicted with another required travel arrangement). I received no communication or notification from QA, so arrived at the Dubai airport with my luggage only to find out I was completely stranded and had lost a lot of money.

Since then, the service I've received from QA has been appalling. At the airport I was bounced around from one person to another, and basically told I needed to figure it out for myself. So my only option was to book myself a very expensive last-minute flight home with another airline.

For the expense and stress caused, I contacted QA expecting some form of compensation. I am not arguing against the policy because I know this clause is hidden somewhere in their long list of T&Cs. I feel the request I’ve made is very fair – I’d like them to waive the (extortionate!) cancellation fee of £220 ($318 USD) that they’ve deducted from what could otherwise be a partial refund.

For them that is no more than pocket change, but for me, a well paying customer, that money would go a very long way. However, they will not consider doing so.

Instead, they’ve kept my money and the money they earned from re-selling my seat last minute, and are now withholding this ridiculous cancellation fee. I paid a lot of money to fly on Qatar Airways because I'd heard great things about the airline, but could not be more disappointed.

This is very far from the service I'd expect from a so-called "five star" airline.

General
Overall rating
1 / 5
Value (price + quality)
1 / 5
On the ground
Check-in and boarding
1 / 5
On board
Costumer service
1 / 5
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By LP88, about Qatar Airways, , close to London, England, United Kingdom, via its phone
Posted online by Nicolas, on 12 May 2016, view original version
This review has been read 9 times
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