The HIA Airport Hotel located at Hamad International Airport (HIA) offers Departure and Transit services coupled with Long stay as well as Spa and Vitality service that make our customer’s journey even smoother and enjoyable through our hub – Hamad International Airport.

As part of Sales integration to the Qatar Airways Sales platform, these products are implemented using AAAS (Amadeus Airline Ancillary System) functionalities to passengers travelling on revenue tickets across all Cabins.

he list of products offered by The Airport Hotel Rooms are illustrated in the below table

2. Purpose

The purpose of this document is to provide a detailed guideline on the product features and sales fulfilment process that needs to be done using Amadeus Airline Ancillary Services (AAAS).

3. Scope

Selling will only be extended to customer (s) as per the following criteria:-

a. Customer must hold a confirmed ticket (QR 157 Document)

b. Tickets must be purchased on QR Market fares

c. Service should be booked and confirmation must be supported with immediate EMD issuance

d. Rooms service confirmation is automatic based on availability for allocated rooms

e. For service rejections with UC remark if you need any override confirmation based on last minute available please raise the manual request to process directly the airport hotel reservation for service assistance.

f. Accompanied infants under 2 years of age, are allowed to use the facility free of charge provided they are accompanied with a ticketed adult who has booked a confirmed service.

g. The service is offered only if service is requested on QR online flights. Interline and codeshare flights operated by other airlines are not included under this product offering.

h. Long stay (maximum 24 hours) constitutes a room booking.

The product features are listed in the below table along with the individual pricing per product according to the customer type.

For Long Stay (Max. 24 hours) products Single EMD issuance for the primary passenger with SR AHLS. Single EMD issuance for these services can accommodate maximum of 2 Adults + 2 Children sharing same bedding (One King bed or two single beds in each room) travelling together in one PNR for the hotel room stay. Extra bed is available at a charge. Please indicate the Bed Type appropriately in the Service Request template i.e. King Bed = 1 Single Bed can accommodate 1 or 2 ADT + 2 CHD

Twin Bed = 2 Single Beds can accommodate 1 or 2 ADT + 2 CHD If separate rooms are desired then separate EMD’s must be issued requesting the applicable service. Child policy: Children aged 12 years and older considered / charged as adult.

1- In case of transfer and connecting flights within 24 hours, the service SSR must be associated to the arrival flight in to DOH. For e.g. customer booked on BKK-DOH connecting on to DOH-LHR route, the service should be associated to BKK-DOH route.

2- For point-to-point journeys, the service SSR must be associated to the outbound flight. For e.g. customer booked on DOH-MIA, MIA-DOH route, the service must be associated to the DOH-MIA leg.

5.3 Arrival services

The Airport Hotel product is not applicable for selling in case a customer’s journey is concluding in DOH or Stopover (more than 24 hours). In such cases, the customer has to arrange a visa to enter DOH. For e.g. Customer arriving on MIA-DOH route, the Airport Hotel service cannot be sold to the customer.

6. Sales and Payment Fulfilment

The payment for the Airport Hotel service EMD will be collected via QR existing payment methods. The required service EMD must be associated to the flight leg. EMD –A document for the Airport Hotel products will clearly mention the type of commercial name on the EMD (see Step 5 above).

7. Changes in Reservations / Cancellations /No Show

Voluntary changes are permitted more than 24 hours prior to departure. Any changes or cancellations within 24 hours of departure from origin will be termed as a No Show and EMD will be forfeited. Please refer to the table under 7.1 for each scenario.

Any changes to travel itinerary of segment associated will result in cancellation of service. The QR reservation staff must then request the service for the new flight and upon confirmation of the service from Airport Hotel, re-associate the EMD against the new segment and ticket.

Failure to re-associate the service will result in NON Delivery of service.

7.1 Standard Process for Service Delivery and Change Scenarios – Voluntary & Involuntary Following table will outline the different scenarios associated to changes - voluntary and involuntary and the appropriate action that needs to be taken by the respective office.

7.2 Cancellation & Refund once purchased, the products remain as Non-Refundable. For refund due to involuntary, please follow the guidelines mentioned under 7.1 above.

7.3 Upgrade / Downgrade of Airport Hotel products

Upgrade/Downgrade of Products is not permitted. Service once sold is considered as Non-Refundable and Non-Exchangeable.

8. Service Delivery at HIA

The Hotel will provide the customer the entry based on the purchased products. The customer must approach the HIA Hotel and Vitality Spa upon transfer and departure from DOH to avail the service.

Failure in reporting to the Hotel & Spa as per the booking, customer shall be deemed as a No-show and no refund will be applicable in such cases.