We covered another case of denied Qatar Airways lounge access last week (read more here) when traveling on American Airlines issued award ticket.
The passenger was incorrectly denied lounge access due to the lowest-paid fares, not including it, but awards do. Unfortunately, it appears that it is challenging for various Qatar outstations to get this right, and even the customer service had provided an incorrect reply to the reader.
You can access Qatar Airways here.
I encouraged the reader to escalate the issue further because the first response below was simply incorrect:
Here’s the updated response from Qatar Airways:
In the text format:
Qatar Airways Customer Care
Dear Mr. REMOVED Thank you for bringing your concerns to our attention.
This is in reference to your feedback received which was related to your transit experience prior to your flight QR720 from Seattle to Doha on 26th of May 2021. We endeavor to provide and maintain at all times a consistent and reliable service, we regret to learn of your report about the miscommunication by our staff. Your feedback specifically referred to deviations in the service standards we strive to achieve.
On behalf of Qatar Airways, we would like to take this opportunity to sincerely apologize for any inconvenience caused to you. Our record confirms you are entitled for Business class lounge access for American Airlines redemption ticket booked in U class and flight operated by Qatar Airways.
We have raised your feedback to our Ground service management for their immediate attention and perusal, assuring you that any necessary steps will be taken to maintain and continue further improving our service levels.
We know you as valued customer have every right to expect the best service from Qatar Airways and we thank you for taking the time to write to us about your comments and observations as your feedback is vital to us to continue improving our services. Your satisfaction is important to us and we do appreciate your loyalty and support on Qatar Airways.
We apologize once again for any inconvenience caused and we certainly look forward that your next travel will be under more pleasant circumstances.
Yours sincerely,
Avesh Macwan
Customer Care Officer
Qatar Airways – Going Places Together
QATAR
Perhaps Mr. Avesh Macwan consulted the lounge access rules between these two emails he sent to the reader.
Here’s the original piece:
Reader Email: Qatar Airways Denies Lounge Access In Seattle On American Issued Award Ticket?
Similar Previous Incident:
Reader Email: Qatar Airways Denies Lounge Access In San Francisco On Business Award Ticket?
Conclusion
Perhaps it would be time for Doha to sent a memo to all outstations to clarify that all award tickets DO include lounge access so that passengers wouldn’t be inconvenienced.
The previous reader who had the same problem was issued a $300 voucher usable on Qatar Airways, but nothing but an empty apology this time.
Qatar Airways is a five-star airline in the air, but an utter disaster if something goes wrong on the ground. The Arabian hostility towards customer service and recovery hasn’t gone unnoticed.
![Airfare of the Day [QSuites] QATAR AIRWAYS Miami to Dubai from $2,151](https://cdn1.loyaltylobby.com/wp-content/uploads/2021/10/xdubai-gcc4aaa054_1280-350x250.jpg.pagespeed.ic.9JsuY5Dnew.jpg)
![Airfare of the Day [QSuites] QATAR AIRWAYS Chicago to Maldives from $2,190](https://cdn2.loyaltylobby.com/wp-content/uploads/2021/10/xveligandu-island-gbeff186f4_1280-maldives-350x250.jpg.pagespeed.ic.yH8JG78EYL.jpg)
If Qatar Airways reads these comments (and I think most of the major airlines do), the person denied lounge access in SEA should receive some compensation in the form of a voucher instead of a lame-ass “apology letter.” We’re watching, Qatar and I hope LL will keep us informed so that we can make travel arrangements based on Qatar’s response.
they should have recieved something for compensattion. How frastrating to be deny yet tried to follow up the story by email to them, explain to them. All of this take time yet they didnt offer a damn thing to make it right. What a low class move from qatar.
Agree totally, miserable answer and no compensation, all begin with these miserable rules about R ticket who add confusion everywhere around about what is allowed for business class customer.
It will cost a lot to Qatar airways, to loose so many customer, it’s very shortsighted.
I will not fly Qatar now.
So we r essentially treated as ‘second class citizens’. Why would anyone want to spend their hard earned money on these middle eastern airlines?
It might have to do with the non lounge access business class that was launched Nov last year. And they assume redemption ticket has no lounge access.
Why would an airline even offer a ticket that does not include lounge access? This sounds like a mistake on the part of the airline for even offering this option. If someone is using miles for redemption or purchasing a ticket I am pretty sure they would be willing to use the extra miles or pay extra for a ticket that includes everything. Don’t even offer a discounted option it just adds more headaches and unhappy passengers that are not getting what they are expecting.
Yes l am shocked. Business class passengers should have lounge access even if ticket is classic.l always liked Qatar Airways as they are good with passengers and rank Best Bussiness class.
I agree no seat selection no problem, but lounge access yes.
Please must oblige passengers and access to Business lounges.
ALLAH will Bless you
Ouch. I do hope that Qatar is indeed reading this blog and will use this opportunity to address readers on how they plan to become less hostile.
This is not just an issue with Qatar but with Emirates and Etihad too.