[Krish]

Good Day
This mail was sent on 4th April 23 to Qatar Airways
All the details are attached in the PDF's

To whom it may concern
Chidera Iheoma Achonu
Customer Care
Good day
I am writing on behalf of ourselves Mrs V Naidoo and Mr K.Naidoo.
This concerns a trip that was booked with Imagine Holidays on 12 January 2023.
We would like you to take this matter up with Qatar Airways as the booking was accepted by yourselves.

On arrival at OR Tambo on the 1st March 2023 we were told in the Queue that we needed to have a SG Arrival card to board the flight.
We then proceed to make the Application at the check-in desk and received notification at 12.49pm at a cost of +- R2000.00 each and the flight departure was 13.40.
We again approached the ground staff check-in who were very rude and arrogant as well as aggressive then closed the gates which were open when we got there and said that we could not check-in as it was closed when it should have closed at 13.00hrs. It seemed they were over exerting their authority. It was a black lady and the white person who seemingly controlled the check in area. We would like this particular matter to be investigated by your company as it is a poor reflection on your customer service.
Further to this your staff have no jurisdiction over the requirements of the Singapore immigration except to advise us of the requirements as you a carrier and not the authority on immigration in Singapore.
That is something we would have had to sort out by ourselves with the Singapore authorities.
We called the Booking agent and were told that the flights were cancelled as a no show.
This could not be possible as we were at the check-in counter at 11.00 when we were advised that we could not board without the SG arrival.
We then notified the booking agent and they advised that our flights were cancelled and we needed to purchase new tickets as we were booked to cruise on the 4th March from Singapore and then a week in Bali. Total package cost R95 478.00. which were not prepared to lose.
Why were all flights cancelled ? Couldn’t your company reschedule as we were at the counter or only cancel the flight from ORT to Doha.
What happens to the monies for the other flights.
We then purchased tickets on Emirates at a cost of another +- R38000.00. to fly to Dubai and then on to Singapore.
We had to then re-apply for an SG Arrival at a further cost of R4000.00 as the flight details had changed.
On the cruise as well as in Bali we met 8 others who had booked with yourselves and found that no one had been advised by the booking agent, yourselves as well as Visalogix about the SG Arrival.
However, we found that all of these persons were allowed to board the flight without having the SG Arrival and had obtained it in Doha as well as Changi which they are prepared to attest to.
We have the details of the persons mentioned.
On arrival I went to your live help which was NO help. I am attaching those conversations.
Why were we not allowed the same privilege with Qatar as the other passengers who were allowed to board.

In view of all of the above, we are seeking compensation from Qatar for the extra monies paid for the new tickets with Emirates as well as the SG Arrival as the tickets were part of the package.
We await your response in the matter.

Thanking you
K.Naidoo and V.Naidoo