Tumaini S.

Tumaini, very sorry to hear of your recent customer experience with our office. I see that you had booked a reservation with us and had the wrong name put on the ticket. Once tickets are issued, name modification usually cannot be done. We contacted the airline on your behalf to request for a waiver, unfortunately Qatar airlines denied the request, therefore the only option was to refund that ticket which takes 1-2 billing cycles for a refund. After you purchased a new ticket with the correct name, you later were denied boarding because your passport was not valid 6 months past the travel dates. Again, this was not an error on our part, as we do advise this during your booking process regarding citizenship. So we are back to the part where we now must get a waiver request from Qatar once again to refund you that portion. These are not all easy fixes because we have to work with the airline and at times they are busy with other concerns. I see we sent several emails to you with updates, and spoke with you on Sept 12, I am sorry you were promised a call back within 24 hours, but the agent handling your file was not in the office. The agent will be in contact with you once they hear from the airline, so if they don't call it's because there is nothing to report at that time. We will also review the phone calls to make sure our agents are only offering exceptional customer service, any one found not, will be addressed.