World Cup 2022: Hayya card issues leave football fans in limbo over travel to Qatar

Football fans were left venting their frustration after being unable to fly into Qatar for the World Cup despite having Hayya cards.

Anyone travelling to Qatar during the tournament must possess the mandatory document for World Cup players, officials, staff, media, ticket holders and their guests.

Organisers said applications for international fans should take five calendar days for preliminary approval, subject to photo and passport copy quality compliance, and up to an additional 24 hours for accommodation confirmation, depending on its type.

We were even told to call Fifa in Switzerland for an update. They were very confused when we called them and that got us nowhere

David,
football fan, Abu Dhabi

The card offers free metro and bus travel in Doha.

From December 2, fans without tickets will be allowed to enter Qatar but still need to apply for a Hayya card, it was announced this month.

Fears of losing everything

However, many are experiencing confusion and frustration over delays in processing the Hayya card application — despite holding valid match tickets.

“I bought a ticket to go to the England game against Wales earlier in the week but am still awaiting clearance to travel and it’s just over 24 hours away,” said Dubai resident Hughie Bigley, 60, who runs a furniture manufacturing company in the emirate.

“My accommodation has not been cleared on the Hayya system yet, which is absolutely insane.

“I am due to fly over on Friday afternoon, with the match later that evening, but if the clearance doesn’t come through then I will have lost absolutely everything.”

The Englishman said he paid Dh9,000 ($2,450) for the flights to and from Doha, which he is worried will be wasted money if official clearance does not come through in time.

“I have gone to two previous World Cups in Russia and Japan and there was never anything like this,” he said.

“It’s a complete contrast to how smoothly Dubai ran the Expo when they had millions of visitors with no such issues.”

Another UAE resident is also worried he will miss out on the game he bought tickets for weeks ago.

“My friend in Doha transferred me his ticket three weeks ago for the Iran-Wales game as his wife is pregnant,” said David, a lawyer in Abu Dhabi who did not want to give his full name.

“It all came through OK on the Fifa app — that was all very smooth — the problem came when I tried to apply for the Hayya mobile application I need to get into Qatar.

“I had an error message saying my ticket apportion number was not valid. I could not get past the first step and there was no explanation why it didn’t work.

“I called the Hayya help centre twice a day for a week before I could get any clarity on where the issue was.”

As his friend’s wife had started the Hayya application but left it incomplete, a block had been placed on any associated tickets.

David was unable to pair his ticket with a Hayya app until the initial application from his friend’s wife had been completed, and then cancelled.

“She could not cancel anything until she had completed her Hayya application,” said David.

“The Hayya portal would not let her change her application, which caused a problem and her photo was not clear enough and the system would not accept another photo.

“She eventually got an SMS to upload the required documents, but we heard nothing and we were in a death-loop of administration about whether we could book flights or not.

“We were even told to call Fifa in Switzerland for an update. They were very confused when we called them and that got us nowhere.

“Our emails were ghosted and we just had to keep calling and were kept on hold for ages.

“I’m sure there are lots of people in the same position who have bought tickets on the secondary market in good faith but will struggle to activate their tickets.”

Issues in Doha

Fans on the ground are also experiencing frustration with finding information about their tickets.

“The problem is that no one here speaks Spanish, in all the shops or restaurants,” said Jorge Silva from Buenos Aires, 47, who works for Fischer and is a member of the second division Racing Club in the Argentinian capital.

“There are lots of people here from Spanish-speaking countries who don’t speak English and they can’t explain themselves properly at the Hayya help desk.

“They should have at least three different language speakers at each desk.”

Mr Silva has a ticket for the Spain v Japan game on December 1.

“I had a problem with my ticket. I bought it from my friend and received an email with the ticket on it but it doesn’t appear on my app,” he said.

“It has disappeared. He doesn’t have it and neither do I, so I am in limbo.

“They said to come back to the resolution centre tomorrow to try to sort it out. I’m here in Doha until December 10, I flew here via Madrid from Buenos Aires.”

Fifa World Cup 2022 day five - in pictures

MATCH INFO

Inter Milan 2 (Vecino 65', Barella 83')

Verona 1 (Verre 19' pen)

Results

1.30pm Handicap (PA) Dh50,000 (Dirt) 1,400m

Winner Al Suhooj, Saif Al Balushi (jockey), Khalifa Al Neyadi (trainer)

2pm Handicap (TB) 68,000 (D) 1,950m

Winner Miracle Maker, Xavier Ziani, Salem bin Ghadayer

2.30pm Maiden (TB) Dh60,000 (D) 1,600m

Winner Mazagran, Tadhg O’Shea, Satish Seemar

3pm Handicap (TB) Dh84,000 (D) 1,800m

Winner Tailor’s Row, Royston Ffrench, Salem bin Ghadayer

3.30pm Handicap (TB) Dh76,000 (D) 1,400m

Winner Alla Mahlak, Adrie de Vries, Rashed Bouresly

4pm Maiden (TB) Dh60,000 (D) 1,200m

Winner Hurry Up, Royston Ffrench, Salem bin Ghadayer

4.30pm Handicap (TB) Dh68,000 (D) 1,200m

Ten tax points to be aware of in 2026

1. Domestic VAT refund amendments: request your refund within five years

If a business does not apply for the refund on time, they lose their credit.

2. E-invoicing in the UAE

Businesses should continue preparing for the implementation of e-invoicing in the UAE, with 2026 a preparation and transition period ahead of phased mandatory adoption.

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Tax authorities are increasingly using data already available across multiple filings to identify audit risks.

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Tax disputes are expected to become more frequent and more structured, with clearer administrative objection and appeal processes. The UAE has adopted a new penalty regime for VAT and excise disputes, which now mirrors the penalty regime for corporate tax.

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There is a greater need for the accuracy of financial statements. The International Financial Reporting Standards standards need to be strictly adhered to and, as a result, the quality of the audits will need to increase.

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Transfer pricing enforcement, which refers to the practice of establishing prices for internal transactions between related entities, is expected to broaden in scope. The UAE will shortly open the possibility to negotiate advance pricing agreements, or essentially rulings for transfer pricing purposes.

7. Limited time periods for audits

Recent amendments also introduce a default five-year limitation period for tax audits and assessments, subject to specific statutory exceptions. While the standard audit and assessment period is five years, this may be extended to up to 15 years in cases involving fraud or tax evasion.

8. Pillar 2 implementation

Many multinational groups will begin to feel the practical effect of the Domestic Minimum Top-Up Tax (DMTT), the UAE's implementation of the OECD’s global minimum tax under Pillar 2. While the rules apply for financial years starting on or after January 1, 2025, it is 2026 that marks the transition to an operational phase.

9. Reduced compliance obligations for imported goods and services

Businesses that apply the reverse-charge mechanism for VAT purposes in the UAE may benefit from reduced compliance obligations.

10. Substance and CbC reporting focus

Tax authorities are expected to continue strengthening the enforcement of economic substance and Country-by-Country (CbC) reporting frameworks. In the UAE, these regimes are increasingly being used as risk-assessment tools, providing tax authorities with a comprehensive view of multinational groups’ global footprints and enabling them to assess whether profits are aligned with real economic activity.

Contributed by Thomas Vanhee and Hend Rashwan, Aurifer

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If you go

The flights Etihad (www.etihad.com) and Spice Jet (www.spicejet.com) fly direct from Abu Dhabi and Dubai to Pune respectively from Dh1,000 return including taxes. Pune airport is 90 minutes away by road.

The hotels A stay at Atmantan Wellness Resort (www.atmantan.com) costs from Rs24,000 (Dh1,235) per night, including taxes, consultations, meals and a treatment package.

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Emergency phone numbers in the UAE

Estijaba – 8001717 – number to call to request coronavirus testing

Ministry of Health and Prevention – 80011111

Dubai Health Authority – 800342 – The number to book a free video or voice consultation with a doctor or connect to a local health centre

Emirates airline – 600555555

Etihad Airways – 600555666

Ambulance – 998

Knowledge and Human Development Authority – 8005432 ext. 4 for Covid-19 queries

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