Never will I use you again

To whom it may concern:

On the 12th November, Bangkok Suvarnabhumi International, Mr. Martiens De Beer and Mrs. Xavia De Beer, as per the attached E-Tickets, arrived 3 hours prior to flight QR831 - Qatar Airways to check in. Mr. Martiens De Beer went to the help desk to enquire for a seat with extra legroom or upgrade to either fist class or business class, as Mrs. Xavia De Beer has sprained her left knee during her visit to Pattaya, Thailand 4 days before the flight. The help desk attendee mentioned that she will have to first report this to Qatar Airlines medical doctor for further instructions and clearance to board this flight. On return to Mr. & Mrs. De Beer, the attendee said that the Qatar Airlines medical doctor requests a medical clearance certificate from a hospital before a boarding pass can be issued. The duration and the time passed was more than 2 hours and therefore made it impossible for Mr. & Mrs. De Beer to proceed to any hospital, return to the airport and be in time for the flight. Qatar staff insisted a new flight has to be booked as per the attached E-tickets for both legs, QR833 - BKK (BKK), Suvarnabhumi International to DOH (DOH), Hamad International Airport and QR1363 - DOH (DOH), Hamad International Airport to JNB (JNB), O.R. Tambo International and charged in full. QR1363 - DOH (DOH), Hamad International Airport to JNB (JNB), O.R. Tambo International was originally booked and there was no reason to book this flight again as it was already an existing booking. We excepted that there would be additional charges, however a full new flight was charged, where Qatar could have only charged a penalty for changing the flight of QR831 BKK (BKK), Suvarnabhumi International 24 hours and no need to charge for flight, QR1363 - DOH (DOH), Hamad International Airport to JNB (JNB), O.R. Tambo International again.

Your assistance will be highly appreciated in at re-fund of the moneys paid minus penalties for changing a flight within 24 hours.