CAS-508394-P3C7T9 CRM:0872000002004
Inbox
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Dear Dr. Kidambi,
This is in reference to your email regarding refund calculation request.
We understand you have had several inquiries regarding this matter. Our Contact Center team have
initiated a further investigation into your case to review the circumstances.
Please note that this is an ongoing process. If you require further clarification, we recommend
reaching our to them directly.
Thank you for your understanding.
Yours Sincerely,
Francesco Mari Uy
Corporate Customer Care
qatarairways.com
Francesco Mari Uy
Corporate Customer Care
qatarairways.com
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May I know which contact center team? Would I be able to find someone one incharge in the "#####"
Office, who can look into the details and offer a better solution, while also considering the time wasted in
this process. Can I also have a one on one discussion with the Medical Director? As per historical data,
this was what the Medical Director had to say about pre-existing conditions. Furthermore, as per
searches online, it appears that medical waiver could be considered on a case by case basis.
"Dr Roberts then discussed health conditions that can be negatively affected by flying, which include mental
health issues, cardiac illness, respiratory illness, recent surgeries, pregnancy, neurological issues, eye conditions
and injuries, ear, nose and throat complaints, gastrointestinal conditions, anemia, infectious diseases,
orthopedic conditions and injuries, diabetes and many more."
Moreover, while talking to different individuals pertaining to this issue, I got different answers on various
fronts. For example, someone who claimed to be a supervisor from a satellite center stated the same
thing, which was stated on the first or second day when I initiated this process, though several other
communications happened afterwards. Moreover, while talking I also got the sense that this person did
not have access to all the information, which I had provided. In the same way, a representative claimed
that my concern can't be transferred to the main office in Qatar where the medical decisions are
supposedly made, while the same team had escalated and directed my call to the Qatar Office prior
(at least based on what I was informed on the call).
It is not only how it has been dealt with so far, but also how I have been redirected to various units
without a proper answer, which is disheartening, while the airlines claims to be the best airline for
9 times.
Sincerely,
Dr Srikanth Kidambi
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May I know the status on this one? I have called, chatted and emailed multiple times in this regard
(screenshot included of calls made to Qatar in this regard). Can I also get the refund, whatever
I am due first, and then wait for the medical waiver decision? I am unable to seek a refund online as
the customer service representative had kept it open when I had submitted a medical waiver request,
and that prevented me from seeking a refund. I also got two different refund numbers - one from the
website, and another by email, which were totally off. Initially, the online refund numbers were not
available, which led me to reach out to your finance department through customer service. I had
submitted a medical waiver request producing supporting medical records of my mother to waive the
cancellation fee, which is a sizable amount, and any other applicable cancellation related taxes that
were not refunded in these calculations. Please also connect me with the medical director.
I would like to bring to your attention this article of mine, when there was a MERS outbreak, I had
posted this work. Within a short time, the MERS issue subsided. MERS stands for, as you might know,
Middle Eastern Respiratory Syndrome.
The point of sharing this information is to let your team know the depth of knowledge, and thinking
that went through before reaching out to your organization with regard to medical waiver. Yes, your
medical staff and flight attendants might be trained to handle such situations. However, the person
who has the health challenges needs to be able to fly solo, which in this case was a concern.
Further, quality in general has come down across the industry, and we can't take chances. I have flown
internationally for a while now, and have not seen issues such as food-borne concerns etc that we
have faced in flights while traveling during the recent years. For that matter, here are some examples
that happened recently.
https://www.reddit.com/r/
https://www.instagram.com/p/
https://www.facebook.com/
Most importantly, airlines have policies on passengers required to be medically fit to travel, and are
expected to provide supporting documentation. In the same way, travelers should also have the same
ability to make changes or cancel for health related concerns not limited to terminal illness upon sharing
relevant documentation. For that matter, an elderly individual with pre-existing conditions can be as
vulnerable as one categorized under terminal illnesses. This information was outlined by a
medical director of yours as shared in the previous email.
Also, WTO focuses on substantive fairness in contract?
"The World Trade Organization (WTO) focuses on
substantive fairness in a state-to-state context, rather than individual contract fairness. Its rules ensure a fair trading system by preventing
discrimination, prohibiting certain subsidies, and ensuring transparency in trade regulations,
which in turn impacts how member countries can regulate trade in a way that is considered fair
to other members. While the WTO's system is concerned with substantive fairness, this is
interpreted through the lens of member states, not individual contracts between private parties"
This statement implies that the contract needs to be fair to both the parties, and is regulated by member
states. In this case, the ability for airlines to oversell and resell a cancelled seat, change terms and
conditions any time, require medical clearance while the other side of things not being followed make
these rules too lopsided, and is unfair for genuine consumers and genuine situations. Added to it,
USDOT has a disability bill of rights as well, which appears to not be followed much by airlines and/or
connected middle parties such as online travel platforms, and connected travel agencies, though
almost every airline points out in their websites. This issue was brought out to the human rights
commission multiple times through online submissions, and also to relevant consumer rights
governmental and private entities without much support.
I look forward to a meaningful and timely solution in this regard.
Sincerely,
Dr Srikanth Kidambi
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Also, this is the total payment paid for this ticket, which is ## ##### including carrier fees, total taxes
and surcharges, which is more than two times the actual ticket price.The fare of ## ######
should equate to around # ###### per leg as we are paying in total for the round trip.
However, refunds in these kinds of situations are not half the value of the ticket, which has become a
norm for years now, though it does not make any sense. With all kinds of fees and unknown charges,
the refund amount even without cancellation fees and taxes for a segment of flight that we never took
is significantly smaller than what we paid. Whereas, with all these unknown charges,
our refund amount and the efforts that go into it drains us even further.
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