baldwin471
Topic Author
Posts: 350
Joined: Fri Mar 16, 2012 5:22 am

Qatar Airways Customer Service

Fri Jan 18, 2013 6:18 pm

Non existent. I'm fuming.

I was scheduled to fly QR76 to DOH on the 23rd en-route to BKK then onto CNX with TG. Since we've been having the 788 problems i had a feeling it might be substituted to another aircraft, which i was annoyed about since the only reason i decided to go through DOH with QR was to experience the 788. Otherwise i would've just booked TG direct to BKK then hop up to CNX.

I was looking on ExpertFlyer this morning to see what QR had scheduled to replace the 788 on my flight, but when i put in all the info no info was returned. It was blank. The 22nd also. The 21st and 24th said B77W and B788, respectively. So i went into manage my booking on the QR site and was told that one of my flights had been cancelled and to reschedule or ask for a refund.

After looking for a while i found that they had decided to book me onto QR12 which leaves an hour earlier than QR76, and is operated by the 77W. I am so annoyed by QR. Not with the fact that they replaced the 788, i can understand it being grounded after recent events, but the fact that they just booked me onto another flight without so much as a text. No call, no email, nothing.

I bet a lot of people who are expecting to be leaving LHR at 15:30 on the 23rd will be in for a shock when they arrive at the airport and are told that their flight leaves at 14:10 now!

The site could be clearer also. It should have a big 'CANCELLED' over the flight that has been cancelled, instead they just put the new flight above it. You only know it's been cancelled when you try to select seats and it says "Seat selection is not available on this flight".

Qatar Airways, sort yourself out.

I'll still do my TR, but more than likely it will contain four legs on a QR 77W and no 788  
 
Hywel
Posts: 703
Joined: Sun Apr 13, 2008 12:51 pm

RE: Qatar Airways Customer Service

Fri Jan 18, 2013 10:25 pm

Are you sure they didn't try to email you - check your spam folder perhaps? They changed the schedule of my flight (I saw it first on GDS) and they emailed me 24 hours later. When I eventually cancelled the flight due to the new timing being inconvenient, they put a full refund on my credit card in less than 2 working days too, which is hugely impressive. I'd rate their customer service as being excellent  
 
baldwin471
Topic Author
Posts: 350
Joined: Fri Mar 16, 2012 5:22 am

RE: Qatar Airways Customer Service

Fri Jan 18, 2013 10:40 pm

Quoting Hywel (Reply 1):

Are you sure they didn't try to email you - check your spam folder perhaps? They changed the schedule of my flight (I saw it first on GDS) and they emailed me 24 hours later. When I eventually cancelled the flight due to the new timing being inconvenient, they put a full refund on my credit card in less than 2 working days too, which is hugely impressive. I'd rate their customer service as being excellent  

Nope. Nothing at all. No call, text, or email. Ridiculous.
 
toobz
Posts: 647
Joined: Mon Jan 18, 2010 6:33 am

RE: Qatar Airways Customer Service

Sat Jan 19, 2013 11:32 am

Why don't you just ask for a refund and take TG?
 
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fallap
Posts: 768
Joined: Thu Jan 15, 2009 11:36 am

RE: Qatar Airways Customer Service

Sat Jan 19, 2013 3:49 pm

I experienced the same thing with Austrian Airlines in 2011 when flying CPH-VIE-AMM

They cancelled our first flight from CPH to VIE, and when the check-in machine in CPH only printed one boardingcard. We were very confused. Instead we were send on a dreadfull trip to LHR with SAS, and then after a terrible 5 hour connection, we continued with BMI.

Worst flight ever!

We didn't recieve any emails, calls or text etc.

[Edited 2013-01-19 07:51:21]
Grease monkey buried head to toe inside an F-16M
 
Hywel
Posts: 703
Joined: Sun Apr 13, 2008 12:51 pm

RE: Qatar Airways Customer Service

Sat Jan 19, 2013 6:25 pm

Quoting baldwin471 (Reply 2):
Nope. Nothing at all. No call, text, or email. Ridiculous.

Did you have your mobile number in the PNR?
 
baldwin471
Topic Author
Posts: 350
Joined: Fri Mar 16, 2012 5:22 am

RE: Qatar Airways Customer Service

Sat Jan 19, 2013 8:48 pm

Quoting toobz (Reply 3):
Why don't you just ask for a refund and take TG?

Because that would've meant spending £100 for the cancellation fee, then forking out £950 to TG because the flight is so close in date.
 
toobz
Posts: 647
Joined: Mon Jan 18, 2010 6:33 am

RE: Qatar Airways Customer Service

Sun Jan 20, 2013 9:55 am

ahhh gotcha. well I hope the flight with QR turns out better than the service on the ground! I've never flown QR but have heard good things.
 
reifel
Posts: 1538
Joined: Sun Feb 13, 2005 12:53 pm

RE: Qatar Airways Customer Service

Sat Jan 26, 2013 1:38 pm

This is really strange. Usually this is automated anyway and you should have received an e-mail. Maybe didn't they had your e-mail adress on file? Did you booked through a offline or online travel agency? That could be a reason, as then the travel agency would have had to inform you...

As to the grounding, well this happens. It's really not QR's fault and an aircraft type is never guaranteed. Although I can perfectly understand that one would book an airline specifically for that reason.

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