Beware Qatar [COVID-19] refund policy

[peterdwise]

They were for a tour that was cancelled because of Covid (of course, the flights have now been cancelled by the airline). Business class.

 

[Pushka]

They were for a tour that was cancelled because of Covid (of course, the flights have now been cancelled by the airline). Business class.

Did you receive any cancellation advice email from them?

 

[peterdwise]

Yes, but I'd already applied to cancel my flights and get a refund. When I received the cancellation advice, I requested a refund again.

 

[RooFlyer]

Welcome to posting on AFF - a shame about the circumstances.

given that it's hopeless trying to get through to them on the phone?

If they have processed a voucher, it may be too late, but I called then right on 8am last week, when the call centre opens and only had an approx 20 minute wait until it got answered.

My flights were SIN-DOH-Bucharest. DOH-Bucharest was cancelled, but the SIN-DOH flight was/is still operating. They did a full refund without penalty or quibbling.

 

[peterdwise]

Ok, I'll give it a try - thank you!

 

[Pushka]

Welcome to posting on AFF - a shame about the circumstances.



If they have processed a voucher, it may be too late, but I called then right on 8am last week, when the call centre opens and only had an approx 20 minute wait until it got answered.

My flights were SIN-DOH-Bucharest. DOH-Bucharest was cancelled, but the SIN-DOH flight was/is still operating. They did a full refund without penalty or quibbling.

How long did it take to receive the refund?

 

[peterdwise]

Ok, I'll give it a try - thank you!

 

[peterdwise]

Update - I rang and got through straight away . They said they would cancel my voucher and issue a refund, no quibbling. Here's hoping...

 

[RooFlyer]

How long did it take to receive the refund?

Not received yet! I'm expecting it to take a few weeks, so I guess I should have said 'they promised a refund'

 

[Cossie]

Just got emails saying they have cancelled our flights in May and June. Option of voucher plus 10%, or refund.
At this stage I'm inclined to go for refunding.

 

[pmdg7444]

lodge EC 261/2004 complaint if travel from/to EU

 

[RooFlyer]

lodge EC 261/2004 complaint if travel from/to EU

Wondering why go that route? QR will give a refund if you ask, per up thread. The EU regulation doesn't apply to cancellations if the cancellation is more than 2 weeks out:

1. In case of cancellation of a flight, the passengers concerned shall:

(a) be offered assistance by the operating air carrier in accordance with Article 8; and

(b) be offered assistance by the operating air carrier in accordance with Article 9(1)(a) and 9(2), as well as, in event of re-routing when the reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, the assistance specified in Article 9(1)(b) and 9(1)(c); and

(c) have the right to compensation by the operating air carrier in accordance with Article 7, unless:

(i) they are informed of the cancellation at least two weeks before the scheduled time of departure; or

 

[JU581]

There is another thread on this topic already: Beware Qatar [COVID-19] refund policy

@RooFlyer - you have misinterpreted the EU regulation. Qatar don’t have to give you “compensation”, ie money over and above what you paid, but under EU law they legally need to provide you a full refund here given that destination was Bucharest in Romania (an EU member).

 

[RooFlyer]

There is another thread on this topic already: Beware Qatar [COVID-19] refund policy

@RooFlyer - you have misinterpreted the EU regulation. Qatar don’t have to give you “compensation”, ie money over and above what you paid, but under EU law they legally need to provide you a full refund here given that destination was Bucharest in Romania (an EU member).

I don't think I have mis-interpreted it, and I think we agree. In the above, I've just quoted its text relating to cancellations by airlines, in reply to pmg7444 in the context of the timing of peterdwise's cancellation - that is, no Article 7 compo if the flight is cancelled by more than 2 weeks. In my own case, where one flight was cancelled and the other still operating, the airline gave (or have promised) me a full refund for both flights.

 

[JU581]

Thanks for clarifying RooFlyer.

I have also extracted below for everyone's benefit, if they are caught up in this situation and not getting anywhere with their airline, EU Regulation 8 dealing with refunds which requires the airline to provide a refund within 7 days (and which applies irrespective of the 14 day cancellation or not):

Article 8

Right to reimbursement or re-routing

1. Where reference is made to this Article, passengers shall be offered the choice between:

(a) - reimbursement within seven days, by the means provided for in Article 7(3), of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant,

- a return flight to the first point of departure, at the earliest opportunity;

(b) re-routing, under comparable transport conditions, to their final destination at the earliest opportunity; or

(c) re-routing, under comparable transport conditions, to their final destination at a later date at the passenger's convenience, subject to availability of seats.

 

[Pushka]

I FB messaged Qatar last night as it's been 30 days since we received their cancellation email with refund amount due. They've replied saying the refund has now been processed to our credit card. We will see.

 

[Cossie]

I put in for a refund, if we have to pay the penalty, so be it, the tickets were bought on a 10% off promotion, so then after the penalty we'll be even. I can live with that.

 

[clifford]

I FB messaged Qatar last night as it's been 30 days since we received their cancellation email with refund amount due. They've replied saying the refund has now been processed to our credit card. We will see.

I had a similar situation a few years ago when my flight was cancelled when QR were prevented from flying to Egypt.

I was assured by QR (by email and on the phone) that a full refund was in the process of being paid to my CC, but after a few weeks where nothing had happened, I called Amex to dispute and received the chargeback shortly thereafter.

QR has a lot of form in this area.

 

[Pushka]

I had a similar situation a few years ago when my flight was cancelled when QR were prevented from flying to Egypt.

I was assured by QR (by email and on the phone) that a full refund was in the process of being paid to my CC, but after a few weeks where nothing had happened, I called Amex to dispute and received the chargeback shortly thereafter.

QR has a lot of form in this area.

Thankyou. I know Amex is slow to show up so I will keep an eye on that in the next week. But they do handle disputes extremely effectively I agree. We had issues with Virgin for the exact refund/voucher scenario but a dispute lodged with Amex sorted it within 2 weeks.

 

[Flyinfish]

May I ask a question? I've having a great deal of difficulty getting a refund for my Etihad flights, Sydney to London and Dublin to Sydney, via Abu Dhabi (stopover) both ways. Etihad cancelled my flights on 3 April, my first flight was due to depart 14 April. Can I claim under EC 261/2004? and how would I do that?