ComplaintsHub.co.uk » Cars & Transport » Review / complaint: Qatar airways - Delay | News #9235

Qatar airways
Delay

I want to tell you about the worst flight experience of my life. I am two months pregnant and have never in my life been treated so badly. Let me tell you the story.

I was booked on the following Qatar airways flights:

• Friday 24th July: QR002 at 21:30 hours from London Heathrow to Doha – connecting to

• Saturday 25th July: QR688 at 07:30 hours from Doha to Ho Chi Minh City arriving 19:05 hours.

Upon checking in for QR002 I was not told of any delay or problem with the flight. Then in the lounge at Heathrow the information boards continued to show “wait” and no boarding gate was displayed. Once a boarding gate for a Qatar flight at 22:30 hours was displayed I went to that gate to see what was happening with QR002. Eventually Qatar agents informed me that QR002 was cancelled and that I would be taken to a hotel overnight and leave for Doha in the morning of 25th July. Obviously the connection to Ho Chi Minh City was now missed.

Around 01:30 hours on 25th July I was taken to the Sofitel close to Gatwick airport after waiting for almost four hours. This was a journey of one hour by bus! Why was I not put up at a hotel at Heathrow – there are so many hotels close to Heathrow airport. I finally got to bed at 03:00 hours and slept only until 07:00 hours when we all gathered at the hotel lobby to find out what was happening. At 07:50 I was given a handwritten piece of paper with the following itinerary:

• LHR to DOH on QR00D (boarding time 10:30 hours)

• DOH to HKG on QR812

• HKG to SGN on TG686 (this seemed strange to me as I was unaware that Thai Airways flew from Hong Kong to Ho Chi Minh City – this flight is from Bangkok to Ho Chi Minh City).

At around 08:00 hours I was taken all the way back to Heathrow again by bus arriving at the airport at around 09:30. Even though I had been told that boarding for QR00D (or QR002D) was at 10:30 hours no boarding commenced at this time. Eventually I got on the plane at 14:00 hours and finally took off at 15:20 hours.

I arrived at Doha at approximately 23:30 hours and then was told that QR812 to Hong Kong was scheduled to leave Doha at 01:20 hours (26th July) and would now connect to a Cathay Pacific flight CX765 at 16:20 hours from Hong Kong to Ho Chi Minh City (instead of the strange TG686). However QR812 only left Doha at 02:00 hours arriving in Hong Kong at 16:00 hours where I was told that this was too late to connect to CX765 to Ho Chi Minh City. So unbelievably Qatar Airways required me to spend one night in Hong Kong before taking Cathay Pacific flight CX767 at 08:50 hours on the 27th July. An alternative would have been to put me on the late United flight from Hong Kong to Ho Chi Minh City that leaves around 21:00 hours – but no action from Qatar Airways. It appeared to me that Qatar airways had just dumped me on Cathay Pacific so that Qatar would not have to take care of me anymore.

Then I was told that I could not stay at a hotel overnight but would have to stay in the Cathay Pacific lounge where I was further told that I could sleep in a bed only from 23:00 hours to 07:00 hours. I was also told that the bed would not be in the CX lounge but in the public lounge! I told the staff at the CX lounge that I wanted to sleep now after travelling for two days but I was told I could not and I would have to wait until 23:00 hours. Can you really believe this?

After trying to sleep in the public lounge I finally travelled from Hong Kong to Ho Chi Minh City on CX767 and arrived in Ho Chi Minh City at 10:30 hours on 27th July representing a delay of over 36 hours from the scheduled arrival time of 19:05 hours on 25th July.

I never expected such terrible service from a “5 star” airline such as Qatar airways. The whole experience was a nightmare with every step organised by Qatar a disaster:

• Why was the hotel close to Gatwick airport rather than at Heathrow airport?

• Why was I told QR002D would board at 10:30 hours but then only took off at 15:20 hours?

• Why was QR812 delayed and then why did Qatar not arrange a different itinerary when they knew I would not be able to connect to CX765 to Ho Chi Minh City. Why not arrange a hotel in Doha for that night and allow me to catch QR688 on 26th July.

I have been treated like a dog by Qatar airways. At the minimum I demand that you completely refund the cost of the ticket. As I paid cash at Heathrow airport the easiest option would be to collect a refund from your office in Ho Chi Minh City, where I am currently staying. I will not accept a voucher for future flights as I will not be travelling any time soon.

Please be rest assured that if I don’t receive any satisfactory treatment from Qatar to compensate me for this terrible experience I will take further unspecified action.

I do hope that you can restore my faith in your airline by “doing the right thing”.


Company: Qatar airways

Country: United Kingdom   Region: United Kingdom

Category: Cars & Transport

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