A LoyaltyLobby reader sent us a rather interesting case about an involuntarily downgrade on Qatar Airways from paid business to economy while having a Privilege Club Platinum status. Readers are encouraged to send us questions, comments, or opinions by email, Facebook, Twitter,...
A LoyaltyLobby reader sent us a rather interesting case about an involuntarily downgrade on Qatar Airways from paid business to economy while having a Privilege Club Platinum status.
Readers are encouraged to send us questions, comments, or opinions by email, Facebook, Twitter, or Instagram. We’ll try to cover them here several times a week.
You can access Qatar Airways here.
Reader’s Email:
Unfortunately, due to unfair and unethical behavior of Qatar Airways I would like to share my recent experience and will be grateful if you could advise what could be done. Please feel free to publish my experience.
Situation:
On 08.08. 2023 I purchased a return ticket from Cairo to BKK via DOH with Qatar Airlines first class + business class (ticket itinerary attached).
Ticket price 1816 Euro (50 EUR travel agency premium service fee).
(I needed to fly from Hurghada, Egypt to Sydney, Australia and therefore purchased a few separate tickets but my question is not about other tickets.
All other flights were rather smooth apart from flying with Qatar airways, where there was an involuntary (forced) downgrade for Bangkok-Doha flight on the way back (from business to economy despite being checked in advance).
I checked-in for BKK-DOH-CAI flights 23 hours prior departure and generated BKK-DOH-CAI boarding passes.
Upon arrival at the airport (2 hours prior departure) at the business class counter they told me that I needed to speak with the check-in supervisor and asked me to proceed to her.
She told that she is aware I was Platinum customer of Qatar Airways but due to flight was oversold in business class cabin and all passengers show-up for the flight I would not be able to fly to Doha in business and she asked me if I would be willing to fly to CAI with Etihad instead of Qatar (I said no, because I knew Etihad operates narrow body aircraft A 321 between AUH and CAI with footrest instead of proper first or business class seats).
I asked if she could allow me to call and speak with Doha customer care about the situation (because by law airlines must provide a business mobile for calls in case of irregularities). She refused me to call and told me I need to either accept flying in premium economy or wait for the next day and if there would be available seats in business she would arrange them for me. I asked for compensation on the spot, she said I would need to write to Qatar Airways customer care team and they would provide satisfactory monetary compensation.
She printed my economy class boarding pass.
Now the rather interesting part:
Upon boarding (at the gate) she gave me a voucher for 125 USD and told me it was compensation for downgrading. She also mentioned that if I were still unhappy, I would need to write to Qatar airways customer care in Doha.
Upon boarding, I realised that there was NOT a premium economy on that flight (B 777) and she gave me a bulk seat.
Upon completing the 7 hours flight and reaching Doha, I spoke about forced downgrade to economy at First and business class transfer desks.
They suggested writing feedback to the customer care team.
Upon completion of the trip with Qatar Airways I sent an email (please see it attached) and asked for compensation.
I also noticed that the navigation system did not work during the entire flight for the allocated 15 E seat.
After few emails were sent to them, they offered to obtain from www.trip.com an additional voucher compensation for fare difference of 215 EUR.
I strongly believe that 125 USD (Qatar airways voucher) + 215 EUR compensation (to be claimed from trip.com) for forced downgrade from business to economy must for a 7 hours flight and from my perspective it should be much more than 215 EUR!
What do you think and what should I do to force them to pay?
As a resolution to the situation of downgrading I offered them in Bangkok and in Doha to reroute me to Moscow (instead of Cairo since from Cairo I needed to fly to Moscow and I was rather tired after flying in economy but they refused in re-routing).
PNR Note
The PNR was notated that the reader was downgraded due to business oversold, and that they have requested alternate routing to Moscow.
Boarding Passes & Downgrade Compensation:
Reader’s Email to Qatar Airways:
I checked in 23 hours prior to departure.
Upon arrival at the airport (two hours prior to departure) it was advised that flight was overbooked and the only way to fly would be in economy class.
So an involuntary downgrade from business to economy took place.
Please kindly note that I was refused a call to Doha customer centre by the check-in manager in BKK airport and no alternative arrangements were provided. She also misled me by saying I was downgraded to premium economy. There was no premium economy at all. The allocated seat has a malfunction of the navigation system (it was reported to the cabine manager).
I have found interaction with the ground staff very stressful and unfriendly. Complete lack of basic duty of care and customer care skills.
May I ask how Platinum customer got downgraded? What is the purpose of Qatar airways loyalty program if even Qatar Platinum guests faced such miserable service?
Please advise me on the amount of money you would be willing to pay to compensate for such inconveniences?
Many thanks for your prompt reply!
Reply from Qatar Airways:
This is in reference to your feedback we received on 05 December 2023.
We are sorry to learn that we were unable to accept you on your originally booked Business Class flight from Bangkok on QR831/03 December 2023 from Bangkok to Doha.
The experience that you have encountered is certainly not a characteristic of the high standards of service we are striving to provide. As one of the fastest growing airlines in the world we are aware of the expectations of our customers and certainly try our best to meet these.
Whilst we endeavor to ensure that all passengers are accepted on their booked and ticketed flights, in the unlikely event where we are unable to do so, we assure our valued customers that our staff will extend every effort to make the best alternative travel arrangements. We certainly aim to allow all the affected passengers to reach their final destination at the earliest opportunity.
The feedback we received from our airport team in Bangkok states that a flight to Cairo on the same cabin but on other carrier, however, we understand that you did not agree to be rerouted. The report further states that you have raised a request to change your final destination to Moscow, however, we regret if this could not be approved.
Therefore, the downgrade option to Economy class on QR831 was provided, which we note you have accepted.
We further note that our Bangkok airport team has issued the compensation of USD125 (THB4450) for the downgrading on your itinerary, in the form of a refundable travel voucher. Please note that the voucher can be exchanged into its cash value through any of our Ticketing office directly.
In addition to this, you should be able to receive a refund on the fare difference between your original ticketed cabin and actual flown cabin. As we note that your ticket was issued through a third party booking agency, we kindly ask that you reach out to them directly for further assistance on the refund. We have also shared the necessary information to our local sales team to assist your travel agency on the refund process.
On behalf of Qatar Airways, we sincerely apologize for any inconvenience which may have been caused on this occasion and we remain hopeful that you will consider using our services again in the future, under more pleasant circumstances.
Thank you for taking the time to write to us and the opportunity to respond.
Reader’s Reply:
Two weeks passed since the forced downgrade for long distance flight QR831 BKK CAI, which took place on 03 DEC 2023.
I was reassured by you ground staff and during transit in Doha that upon contacting the QR customer care team I would be provided proper monetary compensation for such an involuntary downgrade, which took place at the gate (I came to the airport with the boarding passes)!
Let me remind you again – my ticket was purchased in business class for BKK DOH + first class for DOH CAI. I have Platinum status with QR.
The way QR treats your customers is simply terrifying. I never would have expected that having printed-out boarding passes Qatar airways Platinum passenger could beforced to fly in economy and demand compensation for weeks! It is a rather serious violation of my passenger rights.
Your ground staff also misled me by saying that my downgrade would be to premium economy. It was not a premium economy. It was the basic economy. Also, as I wrote earlier, the navigation system for my seat (15D) did not work (it was reported to the cabin attendant and to the cabin manager).
By law in the case of involuntary downgrade an appropriate compensation should be paid at the airport (where the downgrade took place) and you understand it is not a voucher for 125 USD!
It is at least 75 % of the total ticket value taking into account the actual flight distance (long distance flight).
I need QR to provide proper monetary compensation for the forced downgrade.
Qatar’s Reply:
Please allow us to inform that the compensation of USD125/- is in accordance to our policy, as the downgrade occurred on a journey from Bangkok to Doha. Kindly be advised that you are still entitled to receive a refund of the fare difference in your ticket.
As earlier advised, the refund of the fare difference must be processed by the same ticket issuing office/agency. As your ticket was issued through a third party booking agency, we kindly ask that you reach out to them directly for the refund. We have advised our Sales team to assist your travel agency as soon as they receive their request for the refund.
We would also like to share that the 75% compensation applies only to itineraries that have been downgraded that are originating from an EU/UK station, as per EC261 / UK261 regulations. As the downgrading occurred on your Bangkok to Doha flight, we regret to inform that this form of compensation does not apply to your itinerary, and can only reiterate the offer provided by our Bangkok airport team.
And:
Kindly be advised that the refund calculation we have received for your ticket shows that the difference in fare is EUR220.39.
We kindly ask again that you reach out to your travel agency for further information and assistance as the final processing of refund will be actioned from their end.
With regard to the offered USD125 compensation by our Bangkok colleagues, we await for the duly filled bank form in order for the payment to be processed by our colleagues.
This is a miserable situation.
We contacted Qatar Airways to find out their involuntary downgrade policy and whether Bangkok should have downgraded a Privilege Club Platinum (Oneworld Emerald) Platinum member on a paid fare, but we didn’t hear back.
Airlines are usually last to inconvenience their top-tier frequent fliers and those on paid business and first-class fares.
The lowest return economy fare on Qatar Airways between Cairo and Bangkok is 254 euros, while the lowest business class one (books into the F CAI-DOH segment as these flights don’t have business) is 1492.
We can’t find the right economy and business class fare classes to calculate the correct fare difference. You can always pick and choose the one yielding the lowest refund to the passenger, and I am sure this 220.39 is heavily skewed in Qatar’s favor.
The UK261 & EC261/2004 downgrade compensation won’t apply here as the flights are not operated by a community carrier or from EU/EEA. I would not imagine consumer protection rules to be very strong in Thailand, Qatar, or Egypt.
The reader is based in Australia, and they may have a case to sue Qatar Airways there.
Conclusion
This is on par with how Qatar and Emirates & Etihad operate.
They are all fantastic in the air, but if something goes wrong and you need to rely on their common sense and sound thinking to resolve anything, there is usually silence and a rather terse reply from a “customer service officer.”
I don’t quite understand why Qatar wouldn’t deposit a nice amount of Avios to their Platinum member who was involuntarily downgraded rather than offering a laughable $125 as compensation per their policy for the Bangkok – Doha segment, in addition to the fare difference of 220.39 per their calculation that may not even be correct.
I have previously encountered some involuntarily downgrades on award tickets on Qatar Airways, but never from a paid fare and to someone holding a top-tier Privilege Club membership.
In retrospect, the reader probably should have accepted the rerouting on Etihad, although they would have missed the loverly first-class lounge in Doha.