Urgent Follow-Up – Unresolved Refund & Ongoing Poor Customer Service
Dear Qatar Airways Customer Service,
I am writing once again to express my extreme frustration and disappointment with your service. Despite multiple attempts to resolve this issue, I have still not received refunds for the baggage allowances I purchased and was unable to use on May 4, when flying from Zurich to Jakarta.
I had made three separate baggage purchases via your app, totaling CHF 542.25:
CHF 198.00
CHF 278.00
CHF 66.25
All were confirmed via email, with payments processed. However, at the Zurich check-in counter, I was told none of these purchases could be found in your system. I was then forced to pay CHF 425.10 for the same baggage allowance.
The supervisor on duty, Angela, was unhelpful and dismissive, refusing to assist or even make a call to resolve the issue. I was left to deal with the situation alone, despite having proof of payment and confirmation emails.
On June 6, I returned to the Qatar Airways help desk in Zurich to follow up. I explained that I had never received any refunds, and that my calls and emails to Qatar Airways have gone unanswered. Shockingly, the staff member I spoke to did not even attempt to contact his colleagues or escalate the issue. Instead, he casually handed me a phone number—which I had already tried multiple times without success.
This level of customer service is unacceptable. I have done everything on my part: I paid in advance, I followed up repeatedly, and I even returned to the airport in person. Yet I am still left without a refund, without answers, and without accountability from your team.
I feel completely let down by Qatar Airways. The technical failure of your app, the lack of support at the airport, and the ongoing silence from your customer service team have caused me significant stress, financial loss, and wasted time.
I demand:
Immediate confirmation of the refund status for the CHF 542.25 I paid on April 22.
A review of your customer service and escalation procedures, especially at Zurich Airport.
I sincerely hope this message finally prompts action. If not, I will be forced to escalate this matter further.
Sincerely,
May 4, 2025
Unprompted review