Passenger Guidelines - Security Situation - COMMQ157

‎ 28 February 2026 - 01:04 PM (UTC+03:00)

We continue to observe non‑adherence to rebooking guidelines.

To prevent unnecessary PNR cancellations and passenger inconvenience, agents must adhere to the rebooking guidelines. ADM may be raised at highest published fare for the sector and cabin shown on the new ticket resulting from involuntary reissue.

Effective date: 12 March 2026 - 12:55 PM (UTC+03:00)

Extended guidelines issued due to the current security situation for 157 ticketed customers who are impacted by flight cancellations or wish to change their travel plans for flights which are still scheduled to operate.

View JWC policy

Type of bookings

As per JWC

Affected flights,  cities

Passengers travelling to/from/via DOH

Tickets issued by Updated

28 March 2026

Original travel dates Updated

28 February – 28 March 2026

New travel dates

See “Rebooking guidelines” below

Rebooking guidelines (options can be followed in any order)Updated

Option 1: As per JWC

  • Rebooking allowed for a new travel date up to 30 April 2026 into the lowest available RBD within the same cabin on QR operating flights which are still scheduled to operate 

Option 2: Additional flexibility for rebooking on OAL operated flight numbers (code-share marketing flight numbers are not permitted):
 

  • Tier 1: Rebooking of all cancelled flights is allowed for a new travel date within 10 days from involuntary ticket reissue on carriers specified here into the lowest available RBD within the same cabin for:
    • Same origin and destination
    • Alternate airport within the same country
    • Alternate airport within a 750-mile International Ticketed Point Mileage (TPM) radius
  • Tier 2: Rebooking of all cancelled flights is allowed for a new travel date within 2  days from involuntary ticket reissue on all other carriers where QR has interline agreement (not specified in Tier 1) into the lowest available RBD within the same cabin for:
    • Same origin and destination
    • Alternate airport within the same country

Option 3: Rebook unused sectors for a new travel date within ticket validity, same origin, destination. Must apply RBD, routing, flight numbers, max. stay, seasonality and blackouts according to fare rules. 

 

Option 4: Rebook on QR extra flights (operated or code-share) to repatriate passengers. Rebooking shall be made into the lowest available RBD within the same cabin.

 

Example: Original routing: KUL – DOH – LHR can be re-protected for KUL - LHR

- May combine with OAL feeders available in option 2

 

Example: Original routing: HKT – DOH – MAD can be reported on BKK – KUL – LHR – MAD (MH and IB feeders for BKK – KUL and LHR – MAD respectively) 

Number of free reissues

As per JWC

Endorsement

As per JWC

No-show condition waiver

As per JWC

Refund condition waiver

As per JWC

  •  

*Any ticket, whether unused or partially used, that remains under the control of the agent’s IATA/Office ID should be refunded by the issuing agent.

-For GDS bookings, refunds should be processed through the respective GDS and will be settled via BSP/ARC, with the amount included in the agent’s next settlement.

-For NDC bookings, refund requests should be submitted through the Trade Portal self‑service refund functionality.

Important Information 

Contact Qatar Airways Customer Contact Centre for passengers whose flight was diverted to another airport and wish to rebook their tickets according to these guidelines to final destination or travel back

Refund calculation methodology applicable for partially utilized group tickets is provided in the attached document.


All other T&C as per JWC

Notes :

1 When selecting OAL feeder according to ticketed fare basis code:

  • Rebook for same origin and destination according to ticketed fare basis code, regardless of fare value (select routing and its permitted OAL feeders/sectors, QR + OAL flight numbers and RBDs)

2 If original return flight date (inbound) is outside of the permitted travel period, the new return flight date may be rebooked to a date that is within the original length of stay, subject to the same T&C of the selected option and within the same seasonality

NDC Bookings – Change, Refund & Cancellation
The process to manage NDC bookings impacted by schedule change or disruption, depends on the servicing requirement and NDC platform.

NDC Refunds: 
- Please process via the Trade Portal Self-Service Form

Change booking in NDC:
- Amadeus (Sell Connect and/or Travel API), Travelport (Smartpoint) or Verteil: Please manage directly on your NDC platform where changes can be made for free (provided that it's within the commercial policy)
- All other GDS / aggregators: Please contact the QR B2B Customer Contact Centre

View the detailed process flow (PDF) for step‑by‑step guidance.

Refunds for Ancillary Services

To support agencies during the recent disruption, Qatar Airways has temporarily enabled direct refund of selected ancillary EMDs in GDSes.

This is a temporary facilitation - standard ancillary refund guidelines remain applicable.

Agents may refund the original ancillary EMD directly in GDS if:

  • - The EMD coupon status is OPEN
  • - The associated ticket is refunded on or before 30 April 2025, or travel falls between 28 February and 15 June 2026

Batch enablement

  • - Tickets cancelled on or before 22 March 2026: Direct EMD refund in GDS has been enabled
  • - Tickets cancelled from 23 March 2026 onwards: Refund permissions are being progressively enabled in batches
  • - Further updates will be shared on the Trade Portal

If the EMD is not yet enabled for refund, agents may either:

  • - Follow the standard ancillary refund process, in line with Passenger Guidelines. or
  • - Wait for the next batch update when direct refund permission is enabled in GDSes

Channel‑specific notes

  • - GDS‑issued ancillaries: Direct refund in GDS is available as batches are enabled.
  • - Ancillaries purchased online (Trade Portal / qatarairways.com): Refunded automatically once the ticket is refunded.
  • - NDC bookings: Submitting a ticket refund via the Trade Portal will automatically refund all associated ancillary EMDs.