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Qatar Airways: Definitely NOT 5 Star!

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My family and I (me, my wife and two children aged 12 and 9) recently returned from a Spring Break vacation to Thailand, flying out of Riyadh (where I work) to Bangkok via Doha. Our flight was delayed out of Riyadh due to the late arrival of the inbound flight from Doha, which was confirmed by the crew as being due to a last minute change of aircraft in Doha. As a result, we missed our connecting flight in Doha (where we were not even given lounge access so the kids could rest up for the duration of our delay), and arrived in Bangkok 5 hours later than scheduled. So we missed all our onward connections (road and sea) and had to book into the airport hotel overnight and continue our journey the next day.

When I raised our complaint with Qatar Airways, I was told I would not get compensation for the lost day of our vacation, but that if I provided them with receipts they would consider reimbursing the expenses we incurred. I have since provided those receipts (which were in no way excessive) together with a detailed explanation of why each expense item was incurred, but they have been flatly rejected. I have asked for written reasons why, but I have been brushed off twice now (latterly by Lisette Smith, their Senior Customer Care Officer) with 'we have considered your claim but will not be reimbursing your expenses'.

I feel I am entitled to written reasons why expenses incurred due to delays caused by the airline are not being reimbursed, but I wanted to check if anyone else has had a similar experience, and if so what you did about it.

In a spirit of full disclosure, they have offered us 3,000 QMiles each, but bearing in mind none of us wishes to fly with Qatar again that is really no compensation at all.

My advice to you would be simple: go with Emirates or Etihad instead. But I would value input, advice etc from any of you who have encountered similar problems with Qatar.

Thanks

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