Nairobi, Kenya – Kenya-Today Investigations Desk
A Kenyan woman is crying foul after Qatar Airways, one of the world’s top-rated international airlines, allegedly withheld her money following a failed ticket booking — leaving her stranded, emotionally drained, and financially trapped.
The ordeal, which began on the night of April 17, has since spiraled into a frustrating bureaucratic nightmare involving the airline’s third-party merchant, FloCash, and a customer service system that has been described as dismissive, unhelpful, and painfully slow.
Helen (name used with permission) shared her ordeal exclusively with Kenya-Today, detailing how her Kenyashillings were taken in full, yet no ticket was issued, and months later, she remains unrefunded, ignored, and burdened by debt.
A Booking That Became a Trap
Helen says she made a ticket purchase through Qatar Airways’ official website at approximately 10:00 PM on April 17. She completed the payment using her Equity Bank card, and her account was immediately debited.
“Right after I hit the final submission button, the page froze. But Equity Bank sent a message that the transaction was successful. Shortly after, I also received an email from FloCash confirming the payment was received on behalf of Qatar Airways,” she recalls.
But then—nothing.
No e-ticket. No confirmation. No itinerary.
Instead, what followed was a loop of contradictions, poor communication, and dismissiveness from what is expected to be a world-class airline.
Customer Service or Customer Punishment?
Helen’s attempts to engage the airline were met with what she describes as arrogance and blame-shifting. A call to Qatar Airways’ JKIA office was met with hostility.
“They told me I shouldn’t expect any successful booking because I made it during the Easter holiday. But April 17 was a Thursday — not even part of the Easter weekend!” she said.
She was then directed to visit the Westlands city office. When she showed up on Saturday, April 19, she was advised to wait 72 hours while they contacted FloCash.
By then, her travel plans had already been disrupted. With no ticket issued and no resolution in sight, she was forced to take a loan to book another ticket — hoping the refund would be processed soon.
The Silent Treatment and the 28-Day Mirage
Helen has since exchanged multiple messages with Qatar Airways’ support via Facebook Messenger and email. In one email, she was assured that her refund would be processed within 28 working days.
That was weeks ago.
“The person I borrowed money from is now asking for it back. I thought I would have been refunded by now, but there has been no follow-up from Qatar or FloCash. My emails have gone unanswered. My messages are ignored,” she told us.
Now left with a growing loan, no refund, and no resolution, Helen says she feels cheated — not just by the airline, but by the entire system.
Qatar Airways Outsources the Blame
This case raises troubling questions about outsourcing financial transactions to third-party merchants like FloCash, who, while operating on behalf of major airlines, are not held directly accountable by the customer.
By pushing transactions to obscure intermediaries, global airlines like Qatar Airways manage to deflect liability, frustrate refund processes, and keep customers in the dark.
“FloCash confirmed the money was received, yet neither Qatar nor FloCash can issue a refund on time, let alone an apology. How is this acceptable from a global airline?” Helen asks.
What Recourse Do Kenyan Consumers Have?
This story exposes the broader problem of digital service exploitation and power imbalance between global corporations and consumers in developing countries.
The Kenyan customer has no direct line to FloCash, no clear arbitration process, and no regulatory protection from being financially cornered by companies with opaque refund policies and slow internal communication.
Kenya’s Consumer Protection laws are too vague and slow to provide immediate relief in such digital, cross-border disputes. Meanwhile, the burden — both emotional and financial — remains on the victims.
A Call for Accountability
Helen’s story is not isolated. Dozens of other users have reported similar issues with online bookings, failed payments, and refund delays — often with no one willing to take responsibility.
If airlines like Qatar Airways expect Kenyans to trust their platforms and pay thousands in advance, the least they can offer is transparency, swift customer support, and timely refunds.
No Kenyan should be punished for booking a flight.
Until Qatar Airways refunds Helen and reforms its refund process, its reputation for excellence remains in question.
Have you experienced a similar issue with online travel bookings or merchant platforms? Reach out to us at Kenya-Today.com. We’re exposing exploitation, one story at a time.
