Qatar Airways
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Passenger Guidelines - Security Situation - COMMQ157 FAQ's
When can we rebook passengers onto other airlines (OAL) if the QR flight has not yet been cancelled?Rebooking on other airlines is applicable only for cancelled flights. If a flight is still scheduled to operate, you may rebook other QR operated flights. Please continue to monitor the status of your flights, as we update our schedules on a daily basis.
Which specific airlines are approved for reprotection on OAL, and where can we see the full list (by origin/destination)?There are two tiers of options for other airlines. For Tier 1 approved carriers, you may rebook up to 10 days from the date of ticket reissue and have flexibility for alternate airports within the same country or within a 750-mile ticketed-point-mileage (TPM) radius. You may refer to the complete list here.
Tier 2 carriers are all other carriers where QR maintains an interline agreement. For these airlines, you may rebook up to two days from the date of reissue, to the same O&D or alternate airports in the same country.
Why is OAL rebooking limited to certain number of days before departure?The rebooking windows need to be applied as agreed with partner carriers. Tier 1 airlines allow rebooking within 10 days from involuntary ticket reissue, and Tier 2 airlines allow rebooking within 2 days from involuntary ticket reissue.
For groups, what exactly are the options to rebook on OAL or alternative routings?Group bookings follow the same rebooking framework as individual tickets. For partially utilized group tickets, refer to the link below for the attached refund calculation methodology referenced in the guideline.
If a ticket has already been exchanged by QR, can agents still make changes, or must all further changes be handled directly by QR?Agents may continue servicing the booking only if it remains technically editable in their system and changes are within JWC policy. If not serviceable, further changes can be handled by Qatar Airways.
How should we calculate partial refunds on partially used tickets and EMDs?We seek our trade partners’ support to calculate refunds based on unutilized value. For partially utilized group tickets, agents should follow the separate refund calculation methodology published on the Trade Portal.
If you are experiencing issues processing refunds (e.g. NDC/system limitations), kindly submit via the Trade Portal refund request form
Will the current refund waiver policy be extended and will it cover non-refundable tickets?Please check our Trade Portal regularly for updates to our policy, including changes to the applicable ticketing/travel windows.
The Security Situation – COMMQ157 guideline has currently defined the eligible scope as:
- Tickets issued by: 28 March 2026
- Original travel dates: 28 February to 28 March 2026
For NDC tickets, what is the correct refund process (to avoid automatic penalties) and where do we find the updated waiver codes and instructions?For NDC bookings impacted by schedule change or disruption, refunds must be processed via the Trade Portal Self‑Service Refund Request Form.
How do we interpret COMMQ157 vs. the JWC policy for this specific event – which one governs rebooking, refunds and OAL in practice?For this current situation, use the Passenger Guidelines - Security Situation document as the event-specific operational guidelines that applies on top of the evergreen Journey with Confidence (JWC) – COMMQ157V1.0policy.
For all aspects that are not covered under the Passenger Guidelines - Security Situation document, you may refer to the Journey with Confidence (JWC) – COMMQ157V1.0 for applicable guidelines.
Can QR provide a simplified one-page summary of the current policy (per scenario)?For the current situation, the following applies:
- Security Situation – COMMQ157 serves as the event-specific operational guide
- JWC – COMMQ157 acts as the evergreen policy framework for disrupted travel guidelines
Are there clear examples that show what is allowed (and what is not) for complex cases – e.g. codeshare sectors, separate tickets (4Z), and return dates after the current waiver horizon?The JWC policy provides illustrations for out‑of‑sequence travel and reissue limits, helping agents understand how unused segments, reissues, and refunds should be handled following an involuntary disruption
Is there a dedicated hotline or priority channel for travel agents during this disruption?Trade partners may get in touch with our B2B contact centre via the customer contact hotlines, or via Live Chat by logging in to Trade Portal. We seek your patience and understanding at this time, as our teams are currently experiencing high volumes.
Who can we contact for urgent NDC issues (portal access, OTP not received, servicing NDC refunds/reissues)?For NDC bookings impacted by schedule change or disruption, the servicing route depends on the type of request:
- For NDC refunds, submit via the Trade Portal Self Service Refund Request Form
- For NDC rebooking:
- If using Amadeus Sell Connect / Travel API, Travelport Smartpoint, or Verteil → service directly in your NDC platform (free within commercial policy).
- For all other GDS/aggregators → contact the QR Customer Contact Centre.
- For passengers whose flight was diverted, and they need rebooking to final destination or return travel → contact the Qatar Airways Customer Contact Centre.
For group bookings, is there a specific support line or team (by market) hours/contact details?Trade partners may get in touch with our B2B contact centre via the customer contact hotlines, or via Live Chat by logging in to Trade Portal. We seek your patience and understanding at this time, as our teams are currently experiencing high volumes.
For codeshare flights, is QR or the operating carrier responsible for follow up servicing?Please be assured that we are fully committed to support you for Qatar Airways issued tickets (on 157 ticket stock), Qatar Airways will work with you in getting your clients to where they need to be.
We do seek your understanding that in certain situations, availability constraints outside of our control may limit our ability to fully meet the requirements for certain itinerary changes.
What are QR’s plans for repatriation flights and resumption of regular operations, and how will you keep agents/passengers proactively informed?We have mounted a number of additional flights and will be adding more in the coming days. With these additional options, we believe that it will improve the range of options that you will be able to offer your clients. For the latest information, please check in regularly on our Trade Portal.
If you would like to receive updates from us, please register on the Trade Portal and ensure your contact details are up to date.