Qatar Airways Charged 880 USD for Excess Baggage Despite Lower Online Price
On November 14, 2025, we were required to pay an extra baggage fee at the Qatar Airways counter at the airport for our flight from Bali to Istanbul via Doha. Both on Qatar Airways’ official website and during our phone calls with the call center, we were informed that the excess baggage fee would be approximately 200–220 USD. However, because our ticket was purchased through Trip.com, customer service was unable to complete email verification and could not process the transaction over the phone, so we were directed to handle it at the airport. At the airport, an amount of 880 USD (14,695,000 RP), which was not stated anywhere in advance, was charged to my credit card. The transaction took place on November 13, 2025, at 20:45:14 Bali local time, and I have the payment receipt. I submitted a written complaint to Qatar Airways customer service, but I was told that the airport fee charged was standard and non-refundable, and that the lower price information shown online and the communication issues we experienced were not taken into consideration. This is the first time I have experienced such a hardship. I am requesting a refund of the excess amount charged, transparent disclosure of this price difference—which increased from 220 USD to 880 USD at the airport despite not being clearly stated on the website—and that the necessary information updates be made to prevent other passengers from experiencing the same situation. Our flight numbers were QR961 and QR239.
