When you scroll through the official Qatar Airways website, you will find this a reassuring statement: “As we continue our commitment to you, we guarantee the flexibility to suit all your travel needs, offering re-booking options so you can plan ahead, knowing we have you covered as the airline you can always rely on”.
One of the side effects of the Covid – 19 pandemic is travel uncertainty. So a promise like this is both comforting and reassuring to any nervous traveler, and even more so to a traveler on a budget who is nervous about committing precious savings to paying for a flight during these unpredictable times.
Qatar Airline goes on to promise: “With our extended and guaranteed flexibility on bookings until 31 December 2020, you can feel confident to plan your next trip to any of our remarkable destinations around the world. Book today, change if you need and travel when you are ready”.
But this promise has remained a dream- at least for one recent traveler!
Turnaround of Events
Ruth Bahika Kendegye – Founder of Grace Villa, a home for vulnerable girls based in, Kabale, Kigezi South Western Uganda booked for travel with Qatar Airways and was scheduled for a 9:25pm long haul flight on Monday October 26th 2020 from Dulles International Airport, Washington DC to Entebbe International Airport in Uganda with a connection via Hamad International Airport in Doha. But all efforts to be a part of this long haul flight were futile.
(L) Ruth Bahika Kendegye- Founder of Grace Villa, a home for vulnerable girls based in, Kabale, Kigezi South Western Uganda at a recent function with Junior Finance Minister Hon. David Bahati (R)
One of the conditions for air travel to Uganda is negative results from a Covid-19 PCR Test, done 72 hours before the flight. The timing for such a test is tricky. As the window is small, it has to be timed with precision. On the morning of her flight, Ruth had still not received the results of a test she took, so she frantically contacted the testing facility. They said the results had still not been released by the lab, so they offered to administer a Covid-19 Rapid Result test. She received these Rapid Results in 20 minutes. Armed with these, she arrived at Dulles Airport and proceeded to check in.
Unfortunately, the airline would not accept these results as per policy, for these turned out to be from an Antigen test, not the required PCR test. Ruth and a number of other passengers were refused to board. Disappointed but understanding that policy had to be followed for health safety reasons, she attempted to rebook herself onto another flight at the Qatar Airways desk. Her efforts were turned down and she was directed to visit the Qatar Airlines website or call their toll free number the following morning. As luck would have it – or not – her PCR test results came through that very night, a few hours after the flight had left.
Ruth and team contacted Qatar Airways over the phone to comprehensively explain her situation. Their response: she was requested to pay a “No Show” penalty and “Re-issue” fine totaling approximately USD405. This despite that fact that she did turn up for the flight – and within the required pre check-in hours – a fact registered with both the Qatar Airways desk and IAD Dulles Airport via a parking ticket pay stub that she got upon entry to the airport.
File Photo: Grace Villa Girls trekking hills of Kigezi with visitors from USA
Through Qatar Airlines staff, she re-booked her flight to Monday 1st November 2020, but opted to dispute the “No Show” penalty through both the Qatar Airways Corporate/booking office in Uganda located at Rwenzori Towers in Nakasero, and the Doha – Qatar Airways Office.
Assured by Qatar Airways staff that the issue would be looked into, emails were exchanged and she was asked to share proof of both Covid-19 Negative tests and the airport parking ticket, which she did. The situation seemed promising. If all failed, they explained, she would have to settle for paying the disputed penalty at the airport itself.
In the meantime, she was assured the reservation would remain in the system until the time of travel. On Monday 1st November 2020, Ruth checked online just before heading to the airport. But the booking which had reflected all week and even the night before, had now disappeared from the system. She quickly contacted the Qatar staff she had been communicating with, who insisted that it had not been canceled. Hesitant to drive the 2 hours to IAD Airport on an assumption alone, she called the toll free Qatar Airlines number. Their response: for this one way ticket, she was now required to pay a “fare difference” of USD 800, in addition to the “No Show” fee of USD 405. A return flight to or from the United States of America costs about USD 1,359.
The sudden turn of events was too much for her that she decided to forego her Qatar Airlines booking, bought a fresh Air ticket from Ethiopian Airlines and safely traveled to Uganda.
A month later, Ruth has not heard from Qatar Airways, not even the promised feedback on email.
File Photo: Grace Villa Girls Performing traditional songs at a previous function.
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