The resolution of the Qatar Airways mistake fare?

Posted on September 27, 2013 by in Qatar Airways

Qatar Airways came through today with an email (several days after changing tickets unilaterally).

You recently purchased a ticket at qatarairways.com for travel within South East Asia, including a transfer through Doha.

This itinerary through Doha was quoted to you for a price that is intended only for short haul direct flights in Asia. This happened due to an error in our system, outside the control of Qatar Airways.

If you did not realize the error prior to this email we would like to apologize for any inconvenience the incorrect routing display may have caused. We would like to offer you the following options to demonstrate our appreciation of your loyalty and understanding:

1/ For your convenience, we already rebooked you on the direct non-stop service to your destination, and would like to offer you 10 000 Qmiles as compensation to offset any inconvenience this may have caused. To have the miles credited, please confirm your Privilege Club membership number and reply to this email to opt in. Please note that miles will be credited after your flight is completed, and only one passenger per booking is eligible to receive the compensation.

2/ In case the new routing does not fit your travel needs, we would like to hereby apologize and offer a full refund on your ticket. To apply for the refund, please confirm in a reply to this email, or submit the refund request form at qatarairways.com/refund
Unfortunately we are unable to offer further compensation in this case.

3/ If you would still prefer to travel on your original itinerary through Doha, we hereby offer you a 15% discount on Business class, or 10% discount on Economy class. Please contact the Qatar Airways office in the country of your departure to make a new booking, and submit a refund request at qatarairways.com/refund

The discount is applicable on the lowest available net fare, excluding taxes and promotional fares, and miles will be credited to you based on regular class and tier eligibility.

Please note that you can only choose one of the three options from above, and you need to respond to this email within 28 days, otherwise the above offer will be withdrawn.

We would like to apologise again, and we look forward to welcoming you onboard soon.

Yours sincerely,

Qatar Airways Support

While I'd prefer to take the flights as booked – this is an ok resolution. Qatar needs to send those emails BEFORE changing tickets though. They definitely need to work on their Public Relations.

What will you do with your tickets?


About the author: Torsten is a serial entrepreneur who started almost a dozen ventures on four continents. Torsten's love for travel has brought him to 130+ countries and travel with most of the world's airlines. You can reach Torsten at [email protected]

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