Qatar Airways

Refund Description :

Refund is the repayment to the purchaser of all or a portion of a fare, rate or charge for unused carriage or service.

If a ticket is non-refundable, no part of the fare and surcharges (YQ/YR) will be refunded. However for markets where YQ & YR has to be refunded as per local government's regulatory requirement, supporting documents have to be submitted for approval and fare conditions should reflect this.

• If a ticket is issued with non-refundable fare(s); unutilized coupon's flown based tax(es) are refundable.

• If non-refundable fare is re-issued to a refundable fare, YQ / YR and the base fare of the original non-refundable ticket remains as non-refundable

However there are instances wherein ticket refund requests for restricted documents are entertained due to some unavoidable circumstances as given below:

1. Passengers holding confirmed QR tickets may not be able to travel on flights due to following reasons:

• QR flight is delayed and passenger arranges an alternative flight on his/her own and not the option provided by QRFailure to operate a flight reasonably accordingly to schedule and aircraft changes

• Passenger or one of his/her close relative get sick prior to flight departure – a medical certificate is required to be submitted.

• Failure to operate a flight due to extraordinary events or circumstances classified under Force Majeure or Act of God. These conditions include but are not limited to flooding, extreme weather conditions, earthquake, tsunami, hurricane, volcanic eruption, war, political unrest, strike, riot etc. A QR Commercial Policy will be issued to cover extraordinary event/circumstance and serve as basis to authorize refunds.

• Some customers may not get visa to enter Doha. Qatar immigration authorities can deny visa to Qatar Airways customers.

2. Ticket refund may also be necessitated due to system/printing related errors.

3. Passengers declared as "blacklisted" are not allowed to travel on QR flights. Ticket is suspended in such cases, ticket and other costs are refunded to these passengers.

In situations where your passenger misses a flight as a result of QR’s fault, the no-show charges will not be applied upon verification of such situations.

Refund validity of ticket is 12 months from date of issue for fully unused ticket; and 12 months from the first uplift date for a partially used ticket.

Note:

Refund of tickets beyond 12 months is only allowed in the following situations:

• 1) Local law / regulatory requirements: When local regulatory requirements take precedence over Qatar Airways Ticket Refund Policy, local station finance is authorized to process the refund on such scenarios without any subsequent approval.

• 2) Refund in case of death: Legal heirs of the deceased will be refunded after valid documentation (Death certificate or copy etc.) is verified.

Please coordinate refund requests to your local Qatar Airways office.

Refunds in another Country

With the implementation of electronic tickets (E-tickets) and other instruments such as Electronic Miscellaneous Documents (EMDs), the existing electronic environment now offers much more flexibility towards processing of refunds in countries other than point of sale (POS).

Some countries have regulations in place that prohibit sales made in those countries to be refunded in other countries. Where such regulations exist, Qatar Airways will continue to ensure compliance.

Restrictions to refund outside the country of sale are implemented in the following countries namely:

• Algeria

• India

• Greece

• France/Benelux

• Brazil

• Morocco

• Nigeria

• Tunis

• Iran

• Malawi

• Eritrea

• Sudan

Applicability - Cancellation / Refund

Before Departure

For fully unutilized ticket the amount paid will be fully refunded including tax(es) after deducting the cancellation charges (if any) as per fare rules provided the fare is refundable.

After Departure

For fares which permits refund after departure.

For partially utilized ticket the refund will be the amount equal to the difference between the fare paid and the OW applicable fare for travel between the points for which the ticket has been used less any cancellation fees. If one way fare is not available or published on the inventory mentioned on the ticket then deduct next available OW in higher RBD for which the journey has been performed.

Filing Process:

For calculating the refund automatically under ATC transaction, ATPCO CAT–33 is coded with a booking class mapping to pick the next available OW in the absence of a published OW on the same RBD. Whenever there is a change to the existing OW structure, (example publishing new OW’s in lower RBD’s, or withdrawing OW’s from existing structure) Station Pricing has to notify the Fare distribution team to ensure the CAT-33 coding is done correctly and the same has to be validated at the time of publishing fares.

• i) If applicable OW fare plus cancellation fees exceed the actual collected base fare for the journey, the base fare paid remains non-refundable. All unutilized coupons flown based tax (es) excluding YQ/YR will be refundable for such scenarios.

• ii) Tickets which are used beyond point of Turnaround – No Refund permitted.

• iii) Tickets which are used out of sequence – No Refund permitted.

• iv) Unutilized or partially flown tickets with non refundable taxes should remain as non refundable.

For tickets which are used beyond Point of Turnaround and out of sequence – No Refund permitted.

Cancellation / Refund Scenarios - General Conditions

• If a fare is non-refundable then no part of the Fare + YQ/YR will be refundable.

• Charge applies for Adult, Child and infant occupying a seat.  Charge (including No-Show charge) will not apply for infant not occupying a seat. This implies that child and infant occupying a seat will pay the same change / cancellation penalties as adult passenger.

• Change / No-show Fee collected under XP in the tax field will remain as non-refundable.

• Both No-show and cancellation fees will apply (if any) as per the fare rule.

• For no-show scenarios please refer to no-show definition.

• Where a ticket is issued with a combination of at least two fare basis, (e.g. Promotional fares combined with a Flexi fares) the most restrictive rules will apply.

• If a passenger was denied check-in for not having valid travel documents (Passport, Visa, etc.) – all applicable cancellation and no-show fees should be collected.

• Refund will be refused if the application is made after expiry of the ticket validity. 

• If a ticket has been reissued/exchanged multiple times and finally submitted for cancellation, the highest cancellation fee / non-refundable amount among all the reissued/exchanged fares will apply.

Cancellation Scenario on Combination of Multiple Fare Basis:

Totally unutilized tickets - Passenger is No-Show on O/B: