Qatar Airways Damaged My Guitar, Refused a PIR, and Has Ignored Me Since 17 November

I am extremely disappointed with Qatar Airways’ handling of my sentimental damaged musical instrument and the total lack of assistance that followed.

While boarding our flight in Tbilisi, cabin crew refused to allow us to take our guitar into the cabin, despite this being accepted on multiple previous Qatar Airways flights (including Johannesburg–Bali return and Johannesburg–Yerevan). The air hostess was dismissive, told us to “get out of the way,” and forced us to check in the guitar, assuring us it would be handled safely.

Upon arrival at OR Tambo International Airport, the guitar was damaged.

A Qatar Airways representative, Zimba, refused to allow us to complete a Property Irregularity Report (PIR) and instead took photos and told us to complete a Property Questionnaire. I later sent full images of the damage via WhatsApp as requested. Since then:

Auto response case reference: CAS-523242-M9Z9M1 Booking reference: 98RUNT No PIR number No feedback

We emailed Qatar Airways on 17 November and have received no response. Attempting to log the damage online results in an error stating the complaint has already been logged (screenshot available).

Live chat support has been equally unhelpful:

Anas stalled and abruptly ended the chat without assisting.

Rajashree (12/10/2025) requested information already provided and then closed the chat.

What I want resolved:

Confirmation of an official damage claim/PIR

Clear steps for repair or compensation

An explanation for the inconsistent cabin baggage policy for musical instruments

Accountability for the unprofessional treatment during boarding

Qatar Airways has been our airline of choice, but this experience — especially the silence since 17 November — is unacceptable. I am posting publicly as all direct channels have failed.