Qatar Airways Problema informado a GetHuman por GetHuman18816

noviembre 13º, 2017

Report Details

Summary of the problem
Change flight
Company and department tried
Qatar Airways - Atención al cliente
Reported by
GetHuman18816 - GetHuman user since noviembre 9, 2017
Problem classification
Qatar Airways: Equipaje perdido
Date of incident
noviembre 12º, 2017
Reported by GetHuman18816
Reported on noviembre 13º, 2017 from Arizona
Problem report / further detail
following is my situation*On **th Aug at *am (Singapore Timing) I've made a booking for a flight*SIN-DOH-LHR **th Aug ****am (Singapore Timing)*LHR-DOH-SIN ** Sept **** (London Timing) depart Doha ** Sept ****am***As I've explained to the Singapore Customer Agent (** Aug **am Singapore Timing) over the phone, I've made a mistake as there are two flight on ** Sept, departing London both at ****.*Flight one: LON - DOH ** Sept ****, DOH - SIN ** Sept *****Flight two: LON - DOH ** Sept ****, DOH - SIN ** Sept ******I did not realise that and had mistakenly booked for myself flight one, while my friend booked flight two. I was informed that a fare change charge of USD $*** will apply, and that I have to head down to the office to make payment.**I then went down to the Singapore office at Samsung Building on ** Aug **** Singapore timing. I then double confirm and enquire on the flight change fare and the possibility of a waiver, as I felt that it was really confusing to have two flights departing London but transiting at different timings. Hence I hope I can put in a request for a waiver out of good will, as the flight change request was put in due to a really innocent mistake and within ** hours of the initial booking. **I was then given the *****@***.com' email and also the '************' number by the staff on duty, and was informed that if I made the payment on the spot, I will not be able to put in any further request. So I call ************, on the spot (**** Singapore timing) and spoke to a male staff, who informed me that any waiver request cannot be done over the phone, and can only be done via email. I then explained to him about the time sensitivity of my issue and how I will need to make payment urgently to confirm my flight. I was then informed by the male staff over the phone that emails will be replied within ** hours.**So i then sent an email immediately on ** Aug **** Singapore timing. As I did not get any automated replies, I sent another email a couple of hour later, and a third one in the evening (Singapore timing). I still did not get any automated replies after three emails, so I went to your Facebook page and private message your staff. I was informed that the email address is correct and that usually there should be an automatic response. So I was then advised to send another email (the fourth one) on **th Aug. **There was still no response. And following which, your facebook agent stopped replying my facebook message as well.**Then on **th Aug morning (Singapore timing) more than ****hours after my first email, still without any response even though I was told emails will be replied within ** hours, after a total of * emails, and multiple facebook private message and even a facebook post, my flight change request was cancelled. I was then informed if I want to make the same flight change, I now have to pay USD $****. ***I then called in ************ and Norin then informed me that there is NO promises that emails will be replied within **Hours. (So I was being told the wrong information on ** Aug **** by your male staff over ************??????)**I feel that the entire process I have been tossed around by your phone operator, facebook agent and email customer care, and given the wrong information. And now I cannot even choose to take on the original fare change charge of USD $***, and am being penalized USD $*** due to the very delayed, if not a total lack, of response from your email customer care team.**And there was no direct line* agent that has authority to help my case that I can call or speak to. Please do not reply with a patronizing email saying that fare rules applies and that I just have to pay USD $**** now if I want my flight, as clearly I think Qatar has your faults in this entire whole situation as well.**Please do call me at *********** as I have sent way too many emails, facebook private message, facebook posts and made long international calls for this issue. And my flight is departing in two weeks time, I really do not have the time to wait for an email reply that I have no idea will take how long to reach me.**Sorry for the really lonngggg email, but yah, it has been a really longggg episode.**I'm looking forward to your call. Hopefully really soon.***Regards,*Chin*************
How GetHuman18816 attempted to contact Qatar Airways
Busqué un Qatar Airways FAQ en
Was equipped with the following information
ID de cuenta, número de teléfono en el pedido, correo electrónico, correo electrónico en el pedido, nombre de los pasajeros
Reported back to GetHuman as fixed
Fixed, on diciembre 2º, 2017

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