I am having a nightmare going through Qatar Airways refund policy which I believe is unfavourable towards passengers.
I had purchased a return ticket from Singapore to Cairo from 11th Jan 2014 to 26th Jan 2014 for SGD $1,200
From Singapore to Cairo - I had paid a full fare of $700 under Economy Restricted which allows cancellation at a fee of $150.
From Cairo to Singapore - Based on the One World Promo, I purchased the fare at 25% discount at $500. No cancellation is allowed under this fare.
I recently got a new job and unfortunately, I am not able to travel on the dates purchased. When I put forward a cancellation request, I was told that only the tax amount of $70 would be refunded. This is shocking although I had bought 1 way of the ticket under the Economy Fare Rules.
Apparently, Qatar has a policy which states that "Restrictive Fare Rules" applies to the full ticket even though the trip is purchased under 2 different conditions. This means that the Promo clause (or the worse clause in the ticket) applies to the full ticket. This is really detrimental to consumers who have purchased the tickets and are unaware of this clause.
I have yet to receive answers to the Questions below which I have put forward to Qatar –
1) In my E-Ticket, it is clearly stated - "Outbound - No cancellation permitted". I agree with this as this was bought under Promo fare.
2) My problem is with the fact that in the ticket, it is clearly mentioned - "Inbound flight can be cancelled at a fees". I am willing to pay this fees and i expect Qatar to stay true to this clause.
3) Qatar however is sticking to the fact that - "Restrictive Fare Rules Applies". Due to this, i will only get a refund of my taxes. This i do not agree.
3.1) Why does this clause overwrite Point 1 & 2?
3.2) Why make this point which is extremely detrimental to passengers as the default clause for refund? Is this not Qatar's way of cheating passengers?
4) When I was booking, I was given the option to choose Economy Restrictive, Economy Semi-Flexible and Economy Flexible. Each of these conditions provides different administration fees when a passenger has to cancel or change the dates. Why are consumers given this option while booking when eventually all these fare benefit is going to be ignored just because 1 way fare is purchased under promo?
5) What if the consumer had paid double the amount and bought an Economy Flexible fare where cancellation is permitted. The passenger would lose out with this ridiculous clause.
I have been on the email with Qatar's E-Commerce representative and no one has been able to answer the questions I have brought up. Instead, I am being asked to check with other departments within Qatar.
Getting my money back is the least of my concern. Qatar is not being professional. From the point of booking, passengers are given the impression that cancellation is allowed at a fee only to be cheated with a "restrictive fare clause".
Anyone faced similar issue or can I do anything differently?