WORST BACKEND CUSTOMER SERVICE!!!

All I can say is I'm Disgusted with my First Experience with Qatar. Not be misleading let me tell you that the planes as well as the Ground staff and On Board crew were absolutely fantastic and willing to help. In that sense I would say it is world class. HOWEVER.....when it comes to the company itself and customer service on the backend they just really don't give a damn. You cant get hold of people they will not in anyway try and accommodate you.

So I am an avid traveler for Business and have Used Virgin Atlantic but Mostly Delta where I fly often to the States. I have had my fair share of good and bad experiences but in most cases good due to the Airline coming to the party with a resolve. Qatar is a joke when it comes to customer service on the backend and in all my travels the WORST I have ever experienced when things don't go according to plan.

So I had Booked a flight through to London from JHB via Doha. I eagerly anticipated what I was told...best Business Class and Economy that most have experienced. So I get to the Checkin Counter on an Economy ticket and decide I want to spoil myself to an Upgrade on Business Class. The lady Kindly took my Passport and proceeded to upgrade me. I payed and received my Reference ticket. All excited and a lot lighter on the pocket I was told that my UK Visa had expired and I needed to Renew it. I was shocked but do Understand that this was my fault. But what followed that was that the upgrade I had bought 1min prior is non refundable and I cant move it to my next flight!!!! Firstly I would have understood If I had booked this online(WHICH IS THE EXCUSE THEY USING) but instead this upgrade was done AT THE COUNTER!! The lady had all my documentation in Front of her yet never bothered to follow procedure. I had 2 hours at the airport while even the Ground staff were not able to get hold of anyone with Authority to help with the situation. The Tuesday I managed to get a 24 hour Visa for Wed. On changing my Ticket Qatar had put me down as a NO SHOW!!! So after hours of getting through to the right people and them agreeing that I was there and at the ticket counter I was told that due to my paperwork not being in order they could not do anything. So I was upset but saw that maybe there is certain blame and they have procedures in place...not happy but accepted.

In these hours I was also resolving my Business class upgrade which was TOTALLY their fault in doing prior to checking my documents at the checkin counter. I was then told by a lady that it had been resolved and I can just arrive the next day and they will do the upgrade at the counter. So I arrive at the Airport only to be told that there is no note on the system and that I was "UPSET"! WELL...I then got the Counter Manager to call the same Lady that had helped me only for her to DENY the fact she had said it was sorted....I took the phone from her and Blasted this lady and she said no that she had not said anything of the sort and that my ticket was non refundable(Which we resolved the day before). The manager above her was no where to be found and I was not able to talk to him! I told her I would not get on the flight until this was resolved...her answer was and I quote "well then its your choice and you will just have to pay for another no show fee"!!!!!! Ellen and her ground team were fantastic in trying to send mails and help, mentioned that they will try get me the upgrade for the Return Leg. Obviously this never happened (Not there Fault) due to the management being useless!!!

All I wanted is someone to say sorry for the inconvenience and here is your upgrade on the return etc.

So in a nutshell what im saying is its fantastic if it works but if you have absolutely any problem no one can make any decisions to help you at all. I mean what Airline has a no 24hr Helpdesk at an international Airport or in that Country!! USELESS....as for business class Ive heard nothing and probably Never will!