Subscribe Free
in Business & Finance

Qatar Airways honours refunds to passengers

Posted 18 August 2020 · Add Comment

Qatar Airways has paid out over USD $1.2 billion in refunds to almost 600,000 passengers since March.

Qatar Airways pays out over USD $1.2 Billion to customers since March. Image:  Qatar Airways

The airline said In the context of unprecedented numbers of refund requests as airlines and passengers navigate entry restrictions imposed by countries around the world to limit the spread of COVID-19, it has worked hard to process almost all refunds requested since March 2020 (96%). The airline is now processing all new refunds back to the original form of payment in less than 30 days.

 

Additionally, the airline introduced an unrivalled flexible booking policy that has proved extremely popular with passengers. Qatar Airways tickets are now valid for two years from the date of issuance. Passengers can also choose to change their travel date or destination free of charge as often as they need, change their origin to another city within the same country or any other destination on the airline’s network within a 5,000 mile radius of the original, exchange their ticket for a future travel voucher worth 110% of the original ticket value, or swap their tickets for Qmiles.* Over one third (36%) of Qatar Airways passengers selected one of these options over a refund.

 

Qatar Airways Group chief Executive, Akbar Al Baker, said: “With the impact of COVID-19 on global travel, passengers have had to change their plans at short notice and it has been difficult for them to plan ahead with any certainty. What they want and deserve are flexibility and reliability, and in Qatar Airways we hope they find an airline they can trust. The amount we have paid out in refunds has undoubtedly had an impact on our bottom line, but it is our duty to do the right thing by our customers and trade partners and as an airline we are strong enough to mitigate the impact of this.”

 

Qatar Airways took a number of important measures to ensure that it could manage the unprecedented number of refund requests – over 10,000 per day at the height of the crisis – from passengers that needed to change their travel plans in light of COVID-19. Firstly, it increased its automation capabilities, with customers being able to request their refund online, from which point it can largely be processed automatically. The airline also automated travel voucher requests, so that passengers were able to receive a voucher within 72 hours of requesting it online.

 

In terms of manpower, Qatar Airways redeployed employees from other areas of the business – for example its Cabin Crew and Ground Services staff – to join the airline’s global network of customer contact centres to help manage the large volume of online requests and customer phone calls.

Other Stories
Advertisement
Latest News

Gulf Air to transform Falconflyer programme

Gulf Air has selected IBS Software as a partner to enhance its Falconflyer loyalty programme (FFP) and provide Gulf Air with the flexibility to adapt its Falconflyer programme to meet the needs of travellers and enhance its members

NAS and World Economic Forum partner to share traveller vaccine records

National Aviation Services (NAS) has partnered with the World Economic Forum to enhance safe air travel by using its KuwaitMosafer platform to share Kuwait’s vaccine records with countries and airlines across the globe.

Etihad Airways celebrates the UAE’s Year of the 50th

Etihad Airways has unveiled a year-long programme in celebration of the 50 years since the nation was established. The programme will launch in three phases, focusing on the past, the present and looking forward to the future.

Bombardier completes 100th Global 7500 business jet wing

Bombardier is celebrating the completion of the 100th wing for its Global 7500 business jet, a significant milestone for the industry-leading aircraft and for the company’s facility in Red Oak, Texas, where the advanced wing is

Emirates and Sheraa sign MOU

Emirates has signed an MoU with Sharjah Entrepreneurship Center (Sheraa) to strengthen and expand the entrepreneurship ecosystem in the UAE.

Sanad closes US$ 55M financing deal with Commercial Bank of Dubai

Sanad Capital, a wholly-owned subsidiary of Mubadala Investment Company and the global aerospace engineering and leasing solutions leader, has closed a US$ 55 million debt financing deal with the Commercial Bank of Dubai, one of the

WDS SK2601090322
See us at
DAS21_BTAviation Africa 2021 BTNNWorld Defence Show 2022Aviation MENA 2021