How to reach our voice to senior management in Qatar Airway?
First of all this is not just a complain about a personal case happened with me, but a general though when someone is frustrated from front service staff in any big organization and can’t reach his/her voice to upper level, coz simply the answer will be send your complain through our customer service mail and we will back to you shortly, and in most cases the final feedback will be “Sorry for any inconvenience caused” or “Thank you for your understanding” or any of these clauses which mean that: we will not solve your problem, Take it or leave it.
I have a very simple and clear case when I submit a refund request for one of my tickets one day before the flight time (got the confirmation on this request) than issued an award ticket using my q-mile point with the same flights and dates. Spuriously I was informed by the chick in staff in my return trip at destination airport that I have 2 booking for my returns! Only at this moment I knew that the chick in staff at Doha airport used my refunded ticket in my going trip. Knowing that I just submit my passport to the counter while check in (I didn’t give any reference for the refunded tickets). After 3 weeks of long trail mails and communication with the online team and customer service team. I’m in a situation to accept only the refund amount for the return flight coz the going sector is utilized “WRONGLY” by their staff.
Again, the purpose of this post is not defamation the reputation, coz at the end most probably this will not make any difference for such big organization, but I hope my voice just reach one of senior management to let me know how is happened. And why it appeared as they are covering the mistake of their employee rather than solving customer’s problems.
Is anyone have a similar case with Qatar airway? This is may be the default I have to adapt myself.
Join the website 'Flyertalk' and post in the Forums, someone there may be able to advise.
Join the website 'Flyertalk' and post in the Forums, someone there may be able to advise.
I tried to cascade the issue to higher level and did ask to meet person in charge, but it is not allowed, only complain will be through mail !!!
BTW i start to post this complain through amny social media site, may be someone will listen. let C.
Its is not matter of the amount i lost or they will refund. but the more important that customer service is treating us behind a big wall, even i didn't receive a phone call from any supervisor for explanation, that is what make my very irritated.
Yes, I suppose going to the relevant office and meeting the manager would be the solution.
How ever reading your post, looks like some one not updated the system as it supposed to be.
If I were you, I would have clearly explained, to the check in staff about the refund on my departure from Doha.
The service staff's are handling many passengers on a daily basis and a discrepancy may occur randomly.
I can recall,
Once the QA fully booked for a morning flight few years ago, they requested me & my family to take the evening flight. Accordingly they refunded all three tickets on the spot at the QA main office and we flew in the evening flight on a complimentary basis.
Start here... Use both email and mail ...
http://www.qatarairways.com/global/en/tell-us.page
Also, try and get the email address of Customer Services Manager and write to him
Lastly, hope that someone from QA is reading this post and might take pity on your plight