We had an excellent resolution to a long, frustrating problem with Qatar Airways. We were double-billed for a December flight from Kathmandu to Cape Town that was booked in November. Customer service by phone was unhelpful, even rude, and told us that bookings made online are "totally separate" from bookings made by phone, so they couldn't help us. Online, there was virtually non-existent customer service; we were only able to post a complaint to their "Tell Us" page, but got back a standard "Thank you for sharing, sorry can't help you" kind of response.
We went through our bank to resolve the dispute over the double-billing, but Qatar ended up cancelling BOTH flights, rather than just the duplicate, just hours before the flight! This left us stranded in Kathmandu with no recourse but to book the same flight that had been cancelled in error at the cost of an additional $438. My bank would not help me recoup that cost, and again I got no help from Qatar Airways online or by phone.
In desperation, I wrote a letter (via US mail, not an email!) to the CEO of Qatar Airways in Doha, explaining the chronology of the problem, and providing documentation of the charges to our bank account. Just over 5 weeks after mailing the letter, I received an email from Qatar Airways' Senior Officer of Customer Care, to whom our letter had been referred by the CEO. He explained that the matter had been fully investigated, and that a "system error" had caused the double-booking, but that their Ecommerce Support Team had acted properly.
HOWEVER, he also said, "We are pleased to oblige your request and reimburse you the amount of $438.73 you paid extra" and expressed regret at the inconvenience and "disappointment that might have been experienced on this occasion." In other words, they did not accept responsibility for making an error, but wanted us to be happy. We were quite surprised, and totally thrilled by this goodwill gesture on the part of Qatar Airways.
There is certainly much room for Qatar to improve their regular Customer Service options, both online and by phone, but I have only high praise for the assistance we received by going to the top of the Corporation. It took perseverance and resourcefulness on our part, but we did eventually receive excellent Customer Care from Qatar Airways.