Old Jan 12, 2017, 9:37 PM
Diaa Nassar Diaa Nassar is offline
Join Date: Jan 2017
Posts: 1
Thumbs down Worst customer service, Denied to Board!!

This is my offical letter to Qatar Airways Complaints, describing what happened:

To whom it may concern,

I would like to make an official complain against Qatar Airlines, Schiphol Airport staff (Victor), the services when attempting to contact an office and the overall experience. I normally fly with emirates but i heard great things about Qatar airways so i decided to give it a try. I was just finishing my holiday of seeing my grandmother when i had to make a flight to take me back to Dubai (because i had a connecting flight from Dubai to Melbourne). I decided to go with Qatar airways, and that was my worst decision. I booked the flight online through the main website of Qatar airways to avoid any flight agent hassles. When i booked the flight i received a payment verification form in my email which i completed and sent on the 23/12 Verification #1305696. i also advised in the comments section that i am using my Commonwealth Bank travel card which had no name on it, as that is how the card is.

One week later i lost my wallet in a cab, which had all of my credit cards (including the one i made the booking with), my money and my ID. Luckily i still had my passport with me. I contacted Qatar airways advising them what has happened and that i will not be able to present the card at the airport, contacting the ([email protected] and [email protected] (because there was no other email for the Netherlands office). All i received on both my emails was an automatically generated email saying that my email has been received, and the procedures of the airlines, i was not supported with alternative options or advised that i should cancel my flight or anything.
This made me go out and organise some form of alternative method which i believe was right, i printed out a bank statement with my card details and the transaction on it, i also installed online banking to display the card i made the payment with.

On arrival to the airport on departure date i was asked for the card, i explained that i had lost the card, but completed the payment verification online and have proof that the card is mine. i was told that the payment verification was not complete despite providing them with proof of verification number, i told them that i lost all my money and had no way of getting home. i had paid for the Qatar flight and money has been deducted, i also advised them that i contacted the office and no one responded to me when i clearly stated in my email please contact me.

The man named Wais attempted to help me, but the manager Victor at the airport was extremely rude, and he said these exact harsh and cruel words to my face "too bad, bad luck you cannot board the flight, if you don't have money go fly with easy jet". i am a frequent flyer and this was by far the most disgusting service ever. I have never ever seen any airline company who displayed service so poorly, and arrogance, i realised that i will never ever recommend or make another booking with them if that’s how the service is.

I went online on my mobile phone, and booked a flight with emirates on the same day using my PayPal account, despite the fact that i lost so much money, i instantly realised the service i received with emirates and why they treated me so much better, they didn't even ask for a payment verification or any card details.

I will press formal charges if this complaint is not dealt with accordingly, I am appalled and disgusted by the poor service.

customer complaint, denied boarding, europe, service failure

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