Beware Qatar [COVID-19] refund policy

[JessicaTam]

I have a few flights with QR over the next couple of months. I will watch with interest. It may be that a charge-back is your recourse.

 

[Isochronous]

That would be a fun case in small claims court!

 

[odysseus]

Not sure which case you're referring to but it could be something to do with the onboard product, or service standards?

However, from a product sale perspective, if the product (ticket) was bought here it still needs to comply with those standard features i.e that the product is actually delivered. It doesn't matter that the product is owned by a foreign entity. The same applies if you bought a hotel stay or other product from overseas via a local agent.

Where some variations have arisen is where people buy through an overseas TA online for example because it may be cheaper. There is some greyness there as technically the purchase occurred locally, but the travel agent does not fall under our regulation so compliance is not something easily enforceable, and it's then debatable as to whether they need to know every countries regulation as they are not operating a business there (here).

 

[Alang]

I have the same problem in the UK. We have flights booked to the Philippines via Doha next weekend. The UK Government Foreign Office has warned not to fly and the Philippines is in lockdown. I have tried all week to contact their 'customer services' but the phone line just cuts dead every time. I emailed using the form on the website a week ago and have had no response. The website says I can have a refund subject to 'normal conditions' (ie a severe penalty) or a voucher valid for 12 months. I have no idea when we could use a voucher, or if this thing will be over in time to allow us to use it within 12 months. They have just gone down in my estimation, not impressed with the total lack of 'customer service' at all.

 

[JessicaTam]

[mod hat]
Threads merged and moved to QR sub-forum
[/mod hat]

 

[wrldtrvllr]

I have a QR purchased flight originating in PAR that I have used outbound legs (PAR-DOH-SYD), but now have remaining inbound SIN-DOH-OSL departing this Sunday that obviously won't be utilised then. I called their phone lines earlier last week seeking clarification of refund/voucher credit and how they would treat partially used segments but they were unable to advise over the phone.

Anyone with experience what the treatment is supposed to be for partially used tickets? I suspect they treat legs taken as one-way and thereby remaining credit/refund is in actual fact significantly less - when I tried doing as they suggested online I was only getting a $200 refund on a $4600 booking! Clearly not deconstructing the fare construction basis of 2 half-fares to make a round-trip. Advice from learned flyers appreciated.

 

[woodborer]

Although i've seen very disturbing advice from the ACCC that "government restrictions" could affect our rights under ACL - of course they don't explain how.

Perhaps the answer lies in the following, the reason for the delay, and what constitutes reasonable in the circumstances.

If something goes wrong, and your flight is delayed or cancelled, you may be entitled to a refund or replacement depending on the circumstances, including:

• the length of the delay
• the reason for the delay or cancellation
• whether the airline was able to place you on another flight within a reasonable time.

 

[JU581]

EU Regulation 261 also entitles passengers to a refund, having CDG and OSL in your segments should mean that you are covered by those protections. Air passenger rights

Perhaps contact the Norwegian authorities if they refuse you a refund or compensation?

 

[JessicaTam]

I have a QR purchased flight originating in PAR that I have used outbound legs (PAR-DOH-SYD), but now have remaining inbound SIN-DOH-OSL departing this Sunday that obviously won't be utilised then. I called their phone lines earlier last week seeking clarification of refund/voucher credit and how they would treat partially used segments but they were unable to advise over the phone.

Anyone with experience what the treatment is supposed to be for partially used tickets? I suspect they treat legs taken as one-way and thereby remaining credit/refund is in actual fact significantly less - when I tried doing as they suggested online I was only getting a $200 refund on a $4600 booking! Clearly not deconstructing the fare construction basis of 2 half-fares to make a round-trip. Advice from learned flyers appreciated.

Article 10 and 11 in their T&Cs might help. https://www.qatarairways.com/en/legal/conditions-of-carriage.html

 

[wrldtrvllr]

3. Involuntary Refunds

If we cancel a flight, fail to operate a flight reasonably according to schedule, fail to stop at a point to which the Passenger is destined or ticketed to stopover, are unable to provide previously confirmed space or cause you to miss a connecting flight on which you hold a reservation, the amount of refund will be:

3.1 If no portion of the Ticket has been used, the amount equal to the fare paid.

3.2 If a portion of the Ticket has been used, the refund will be the higher of:

(i) The one way fare (less applicable discounts and charges) from point of interruption to destination or point of next Stopover, or

(ii) The difference between the fare paid and the fare for the transportation used.

4. Voluntary Refunds

If you wish to have a refund of your Ticket for reasons other than those set out in Sub-Article 3 of this Article it will be at our sole discretion to determine the refund, the amount of which shall be:

4.1 1) If no portion of the Ticket has been used, an amount equal to the fare paid, less any applicable service charges, cancellation fees, date change fees and no-show fees ; or
2) If a portion of the Ticket has been used, any refund will be an amount equal to the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used, less any applicable service charges, cancellation fees, date change fees and no-show fees.


So reading 4.2 what would constitute the "applicable fare" for travel already used - surely not the one-way fare, but a deconstruction of the constructed fare? Any comments @JessicaTam?

In any case, looks like the key is for QR to cancel for better returns - as per 3.2 it will be higher of one-way fare from point of interruption (eg. SIN) to destination (eg. OSL) which suggests it would be higher than half-trip fare used to construct roundtrip. But how does "less applicable discounts and charges" apply?

 

[JU581]

Just saw a post on FlyerTalk from Qatar Airways which reads:

“Qatar Airways has amended its ‘Travel with Confidence’ and flight disruption policies to give customers even more flexibility. Customers who choose to receive a travel voucher for future use will receive the full unutilized value of their ticket plus an additional 10% of the fare cost as an added value offer. Customers also have the option for a refund back to the form of payment they used when purchasing their tickets – the administration of this refund will take up to 30 days to process. Vouchers for future travel continue to be the most expedient way of helping customers while we manage the backlog."

Nothing yet on their website but it is on their official Twitter page:

https://twitter.com/x/status/1242467349594333189

I imagine people have been referring them to their own Conditions of Carriage, the US DOT rules and EU 261 to make sure that these guys honour their legal obligations to refund

 

[Alang]

Interesting, the UK website does not mention that. I went for a voucher yesterday as '3 days before flight', maybe not the best option as I have not received any response to any of my queries on the T's&C's associated with it. From the Lonely Planet FB page it seems that all those that want to rebook are being charged a lot extra with most airlines. Seems they are mainly interested in their financial wellbeing at the expense of anyone else and profiteering at the same time!

 

[JU581]

The ability to get either a refund or to get a 10% gross up of the old ticket value on a voucher is officially reflected on their website here:

https://www.qatarairways.com/en/travel-alerts/COVID-19-update.html

In case it changes again, I have copied and pasted below:

Service alterations
Passengers from all destinations served by Qatar Airways can still travel with the airline and transit through Hamad International Airport, subject to entry restrictions at their final destination.
However, because of the operational challenges faced due to Covid-19 (coronavirus) we have altered or cancelled some of our services.
If you are affected, you can re-book your ticket to alternative dates or destinations, opt to receive a voucher for future travel, or get a refund. This policy applies to all tickets issued anytime until 30 September 2020, for travel on or before the same date.

• If you have booked your ticket though a travel agent, please contact your travel agent to amend your booking, exchange your ticket for a future travel voucher, or arrange for a refund.
• If you have booked with us directly, a travel voucher will be emailed to you automatically. It will be equal to the value of your unutilised ticket – plus an additional 10%, excluding statutory taxes. If you would prefer to re-book your tickets or arrange for a refund, you can telephone any of our offices or contact centres.

If your flight is operating normally and you have booked or are planning to book tickets for travel up to 30 September 2020, but you wish to change your travel plans, you can alter your travel date free of charge, or exchange your ticket for a future travel voucher valid for one year, up to 3 days prior to departure. This includes award flights.
We encourage all passengers to see real-time Flight Status for the latest information. All passengers should ensure that their contact details are up to date on the 'Manage Booking' page so we can let you know directly if your flight is affected.

 

[Cossie]

Well it is april fools day!

Qatar has cancelled our tickets, Canberra to Frankfurt in May, back in June and have given us a voucher for the original cost plus 10%. Basically use by the end of next year. It was "J" class, so not an inconsiderable amount.

Seriously, in these times, maybe we won't be alive then, no one can predict these things. So what happens then?

Some thinking required. The WRC promoter reckons the rally championship will start again in late July/August, so it may be used then, but I doubt that will happen.

 

[Alang]

I applied for a voucher from QA as at that time the refund was still an option but with a penalty which would not leave much, and the application had to be in more than 3 days prior to the flight date. I never did get any message from them that the flight was cancelled, only saw it on the website. I got an email from them yesterday saying my request was being processed and I should have it in 2-4 weeks but no idea how much value I will get. The site did say it was +10% of the ticket value excluding taxes, which I suppose is fair enough. Just hope this chaos is over in time to use the voucher and they don't load the fares after as I can see a big demand. I was told by an agent that I would have to pay any extra cost but if the new ticket was cheaper than the voucher I would not get anything back - typical!

 

[Alang]

I asked an agent who was trying to be helpful on line about what happens if I die from this thing before using the voucher. Apparently then there should be a full refund to my estate. Seems to be the easiest way to get a refund from QA!

 

[JessicaTam]

I asked an agent who was trying to be helpful on line about what happens if I die from this thing before using the voucher. Apparently then there should be a full refund to my estate. Seems to be the easiest way to get a refund from QA!

I am not sure that QA (Cimber Cimber (airline) - Wikipedia) are offering refunds at the moment. Might be worth contacting QR though.

 

[Alang]

I am not sure that QA (Cimber Cimber (airline) - Wikipedia) are offering refunds at the moment. Might be worth contacting QR though.

I received my flex tickets from QA this morning so will just have to hope I survive, this thing finishes and we can take the journey in the next 12 months. Not sure if my insurance will cover loss of the ticket cost if anything goes wrong in that time.

 

[peterdwise]

I'm mad as hell. I applied (repeatedly) for a refund of my Qatar flights on the grounds of Covid via their website - and they've ignored my request and given me a voucher which I can use for future bookings . I want to fight this - but the only way that I can see to do this is to use the same form... Does anyone have any better ideas, given that it's hopeless trying to get through to them on the phone?

 

[mannej]

Can you give a bit more detail? When are the flights for and what fare class?