Stranded By Qatar Airways

QRPax

I have looked on the CAA website, and it says that airlines should not leave a customer “high and dry” but this is exactly what Qatar Airways have done.....

I thought I’d write and let people know of the experiences of Qatar who have completely ruined my partners travel plans who was about to return to Manila. She had been booked on a return flight since February. About 70 hours before the flight from London, she received an email saying her booking was cancelled. There was very little explanation as to why, but essentially she had been selected to be removed and needed to rebook on another flight. The email was received very late in the evening. For many hours after trying to get through on their phone lines, and after trying virtually every number listed on their website, including global numbers, we did get through to a person who point blank refused to help resolve the issue and reinstate the booking. The explanation given was it was an automated process and there was nothing they could do. They indicated there were no seats available for 5 weeks! Faced with a UK visa about to expire in a few weeks, we have repeatedly tried to get on a flight in the last few days but to no avail. Just to be clear, the flight hasn’t been cancelled.  

I am completely dumbfounded at the behaviour of Qatar. Firstly, the booking has been there since February, and they wait until 70 hours before departure to tell us this (PCR tests booked and paid for). Second, the complete lack of customer care in expecting someone to wait 5 weeks. I just am at a loss to know what to do, and how to proceed.  

Any ideas?

Upsidedownandaround

When you looked on the CAA website did you not read the rest of the page that explained passenger rights and how to make a complaint?

If not it be a good idea to read what the CAA suggest the recourse in such situations is.

Westin

When your partner flew over in February there were likely already restrictions and controls in place. Travel during pandemics will often mean travellers take certain risks that travel plans will be disrupted.

I suspect you are aware that the Government of the Philippines has rather stringent entry requirements currently. Not only a minimum 10 days of hotel quarantine but also a cap of a maximum 2000 passenger entries per day into the country.  I suspect the latter is the issue and why it Qatar Airways made a short notice cancellation and subsequently cancelled/reduced flights.

Whilst an unfortunate position, what are you expecting of Qatar Airways?

Caz3121

Westin said:

 a cap of a maximum 2000 passenger entries per day into the country.

this will be the issue, many people in the same position
https://philippineslifestyle.com/ofws-marina-passenger-arrival-cap-naia/

looking at the number of international arrivals each day it looks like an average of 65 passengers per flight

Westin

I suspect the OP is aware this restriction put in place by the Philippines Government but for reasons unknown left out the ‘stranded’ and ‘left high and dry’ Qatar Airways story they posted. 

Neruda

The press has carried several reports of people unable to return to Australia because of this kind of behaviour from QR, apparently for precisely the same reasons. The only way round it is to pay for a business class ticket: since each 'plane can only carry a limited number of passengers they carry the ones from whom they will make most profit while telling others to reschedule, often repeatedly.

Anyway, unless the OP's partner has a compelling need to be back in the Philippines she should just enjoy her extended stay in the UK. Her visa is expiring so she should contact the Home Office to request "exceptional indemnity" because the Covid problem prevents her from returning home: the email addresses used for this purpose last year were cih@homeoffice.gov.uk and <home.office.coronavirus.immigration.team@notifications.service.gov.uk> although new details may have appeared on their website since then.