Had an issue with Qatar Airways? Get a real response.
How to submit a complaint with Qatar Airways
You have several ways to lodge a complaint with Qatar Airways:
- Phone Support (24/7): Call +61 2 8320 1015 in Australia or +974 4023 0000 globally. Have your booking reference ready.
- Online Form: Use the Help & Contact page to submit complaints in writing.
- Email: Send detailed complaints (with booking reference, flight details, receipts) to tell-us@qatarairways.com.qa.
- Baggage Issues: Use the Haqiba baggage portal or email qrbaggageservices@qatarairways.com.qa.
- Mobile App & Social Media: DM @QatarAirways or @QRSupport for urgent matters.
Tip: Stay polite and concise. Record agent names, dates, and reference numbers (these help if you escalate).
- Acknowledgement: You’ll get a case reference number. Written complaints are acknowledged within 30 days.
- Investigation: Customer Care assigns your case to the relevant department (baggage, refunds, ticketing). They may request more details.
- Timeline: Qatar commits to providing a substantive response within 60 days. Straightforward refunds may resolve sooner. Complex baggage claims can take weeks.
- Resolution: Outcomes include refunds, re-bookings, reimbursement of expenses, or baggage compensation.
- Communication: Updates usually come by email or phone. Always keep your case number for follow-ups.
Common complaints against Qatar Airways
- Delays & Cancellations: Missed connections, poor communication, out-of-pocket expenses.
- Baggage Issues: Lost, delayed, or damaged bags; claims sometimes denied if not reported immediately.
- Refund Delays: Some passengers wait months for refunds after cancellations.
- Customer Service Gaps: Long hold times, unhelpful scripted replies.
- Unexpected Fees: Strict carry-on weight rules, surprise seat selection charges.
- In-Flight Service: Isolated complaints about rude staff or poor catering.
- Loyalty Program: Missing Privilege Club miles or upgrade issues.
Qatar Airways complaints submitted through Ajust
I’m a frequent international traveller, so getting an email just after midnight saying my flight had moved from Heathrow to another airport was shocking. I’d already checked in, paid for seats, and arrived at Heathrow before realising LGW meant Gatwick. We spent hours scrambling in the cold to get there, exhausted and stressed before a long journey even began. - Fiona
My flight was cancelled during COVID and I was given the option of a refund or flight credit. I chose the credit because I planned to travel later, but no one told me it would expire. When I finally tried to rebook, I was told the credit was gone. There were no reminders or warnings, just a flat refusal that felt deeply unfair. - Anna
I cancelled my family’s flights after the Australian Government advised against travel to Lebanon, expecting a reasonable outcome. Instead, I spent months calling and emailing with no clear response, and was quoted wildly different cancellation fees each time. It felt like constant evasion and pressure, and I was left chasing basic fairness after paying thousands of dollars. - Mahmoud
How other consumers Qatar Airways complaints got resolved
Refund Delays Paid After A Public Post: A refund delayed 4 months was processed after the customer raised it publicly on TripAdvisor.
Tarmac Delay → Social Media Escalation: A passenger tweeted during a long delay. Qatar’s team phoned them directly and arranged help on arrival.
Lost Bag + CEO Office Escalation: After slow baggage updates, an email to senior staff triggered daily updates, recovery, and points as a goodwill gesture.
- Ask for a Supervisor/Case Review: Request escalation if Qatar's frontline support doesn’t resolve your issue.
- Contact Senior Customer Care: Escalate politely by referencing your case number and explaining why you need a higher-level review.
- External Escalation:
- U.S. DOT: For flights to/from the U.S., file with the Department of Transportation.
- EU Claims: For flights departing the EU, use EU261 passenger rights channels.
- Australia: Qatar isn’t covered by the Airline Customer Advocate. Instead, you can report breaches of consumer guarantees to the ACCC or your state’s Fair Trading.
- U.S. DOT: For flights to/from the U.S., file with the Department of Transportation.
- Legal Action: For significant losses, small claims or arbitration may be possible depending on jurisdiction.
- ACCC (Australia): Report breaches of Australian Consumer Law (e.g. refunds not honoured).
- Fair Trading/Consumer Affairs: Lodge state-based complaints (NSW, VIC, QLD etc.) for mediation.
- US DOT: Handles unresolved complaints for U.S. flights.
- EU National Enforcement Bodies: Escalate EU261 claims for flights departing Europe.
- Qatar Civil Aviation Authority: Oversees Qatar Airways globally (last resort for international cases).
⚖️ Even as a foreign airline, Qatar Airways must respect consumer laws in the markets it sells tickets.
- Contact Form: Submit a Complaint
- Customer Care Email: tell-us@qatarairways.com.qa
- Australia Phone: +61 2 8320 1015
- Global Phone: +974 4023 0000
- Baggage Portal: Haqiba Tracking
- Customer Commitment: Service Commitment Policy
- Refund Status: Select “Check Refund Status” on the Contact page.
- US DOT Complaint Form: Submit Here
- EU Passenger Rights: EU Air Passenger Rights
Qatar Airways Complaints FAQs
How do I submit a complaint to Qatar Airways and which method works fastest?
You can submit a complaint to Qatar Airways by phone, online form, email, baggage portal, or social media, depending on urgency and issue type. Phone and social media are fastest for urgent problems like delays or missed connections, while written complaints via the online form or email create a clear paper trail. Always include your booking reference, dates, and receipts to avoid delays and make escalation easier if needed.
How long does Qatar Airways take to respond to a complaint?
Qatar Airways usually acknowledges written complaints within 30 days and aims to provide a full response within 60 days. Simple issues like straightforward refunds may resolve sooner, while baggage or complex cases can take several weeks. Keeping your case reference number is critical for follow-ups, especially if communication slows or you need to escalate the matter.
What are the most common reasons people complain about Qatar Airways?
The most common Qatar Airways complaints involve flight delays or cancellations, lost or delayed baggage, and long refund wait times. Passengers also report customer service delays, unexpected fees like strict carry-on weight charges, and missing Privilege Club miles. Many issues escalate because problems were not logged immediately or because follow-up communication stalled.
What can I do if Qatar Airways ignores my complaint or delays a resolution?
If Qatar Airways delays or ignores your complaint, you can request a supervisor review and escalate using your case number. For unresolved issues, you may lodge complaints with regulators like the US DOT, EU enforcement bodies, or Australian consumer agencies depending on your route. External escalation often prompts faster responses, especially when timelines or consumer laws are clearly referenced.
You’ve done your part, now it’s time to hold Qatar Airways accountable.
Take the final step and submit a complaint that gets seen and responded to.