ComplaintsforRoyal Air Maroc

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I recently booked with this airline in spite of the horrible reviews online and from people I know. I wish I would have listened due to the fact that my luggage was left in ***************** during a connecting flight. I have tried to reach out to them and there has been nothing. I keep getting horrible customer service meaning, being rushed off of the phone and spoken to as if I am incompetent. I do not plan on ever using this company again to come ******, simply because they do not respect their customers and have no problem with stealing or "misplacing" luggage. What I would like from this complaint is my luggage or to be compensated.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was traveling on 12/31/2023. When I arrived to my destination my luggage was lost which contained important medication for my well being. I have been in contact with this airline since 01/01/2024. Over a month later they notified me the luggage was lost and they will not pursue locating it. I have filed official claims with them and went back and forth for some sort of compensation as I was severely impacted by this lost luggage. We had agreed upon a said amount including a signature in order to receive compensation. They have not been returning my emails since 04/04/2024 and I have not yet received a ***** from this airline. Whenever I call a rep on the phone they tell me the luggage claims department is not reachable by phone. The most recent rep ***** refused to connect with a supervisor and/or provide her full name claiming it is procedures.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to file a complaint about the extremely poor experience and lack of communication my wife and I faced on Royal Air Maroc Flight 123 from ********** to ***** on March 15, 2024 Booking Reference #****** Our flight was delayed by approximately 2.5 hours, and during this time we were given virtually no information or updates from Royal Air Maroc staff about the reason for the delay or a potential new departure time. This total lack of communication left us stranded at the airport with no idea what was happening. Even worse, we were then herded onto a bus to supposedly board the plane, where we were forced to stand for over 30 minutes in extremely hot conditions with no air conditioning. After half an hour, we were inexplicably told to get off the bus and go back into the airport terminal with no explanation. We then had to wait again before finally re-boarding the bus to eventually depart. This bizarre situation of being shuffled on and off the bus with no information made an already stressful delay even more miserable. It was a completely unacceptable way to treat paying customers who were kept entirely in the dark. Because of the excessive delay with no communication, as well as the poor mismanagement of keeping passengers waiting in a hot bus, I am requesting a partial refund of 30% of the cost of our tickets. We arrived at our destination extremely late due to factors completely under Royal Air Maroc's control. A 30% refund is a fair ask given the considerable inconvenience we experienced. Please let me know how you will resolve this issue promptly. I am hopeful we can avoid escalating this to the BBB, but I will not hesitate to do so if Royal Air Maroc is unwilling to provide reasonable compensation for such poor service.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am attempting to receive a refund for an airfare I can no longer take. I have tried calling multiple times and I have been told to go onto the website for a refund. The website itself does not have a function to put in a USA phone number. And when I fill out everything but the phone number section (which is missing the USA country code), I am unable to submit. Eventually after clicking submit with all the information but the phone number (which does not have a red asterisk showing it is required), the page reloads to the beginning with no confirmation that my request went through, and I receive no confirmation number for my refund request. My ticket number is **************** reservation number is *******My emails to Maroc Air have been on April 13, April 10, April 2, March 21, and March 20. It has been almost a month of time. And an issue with the website (and the reluctance in anyone on the phone helping me and telling me to just use the faulty website) is preventing me from getting a reference code and a status update for my refund (which I know, based on the terms and conditions, required a partial refund fee when I was on the phone with them in March 2024).

  Customer response

  05/11/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Royal Air Maroc regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This in regards to lost stroller that was never delivered to us through an airline called Royal Air Maroc. Here is the email sent to them with a description of the events that occurred. : Good Morning,I hope this email finds you well on Monday 01/30/2023. This correspondence is in regard to you recent email regarding my many attempts to recoup reimbursement for our lost stroller which was left in ********** on our way to ******** ******. As discussed previously no attempt was made to deliver the item in either ****** or upon our return to **********. Here is the reference number which was attached to your previous email to me.Royal Air Maroc | Your case ********* | [ ref:_*********************j:ref ]Enclosed please find the other documents which which you required to process this reimbursement.1.) original Tag number and lost item form created at *****************2.) previous images of the lost item when we had it 3.) (No original purchase receipt available since this was a Gift from family members for) but I found the same item purchased (babytrend Sit N stand) on the Wayfair site attached.4.) images of the replacement 2 strollers purchased in ******** and taken with us to Our next leg of the trip to ***** *****. Each stroller was purchased for for $50 each for a total cost out of pocket of $100.Please feel free to contact me at ************** to discuss this matter further if you have any questions in regards to this request for reimbursement.Sincerely *****************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a flight with Royal air Maroc from *** to ***** with a layover in ********** through a travel agent, on the day of flying (December 16, 2023) I was notified that my flight from *** to ********** was delayed and I will miss my connection in **********. I refused the option that they gave me as it was unrealistic to still fly to **********, stay there for 3 days, and then fly to *****. I tried to reach their office by phone and was being transferred to 6 different agents, with no response. I sent an email to their customer complaint for, and all I have is a case number (#**********) with no resolution until the date of this complain. I'm requesting a full refund of the ticket that I didn't fly with ($1004.69) and compensation for all the accommodations missed because of this issue ($2339.47)

  Customer response

  04/27/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Royal Air Maroc regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to file a complaint about the extremely poor experience and lack of communication my wife and I faced on Royal Air Maroc Flight 123 from ********** to ***** on March 15, 2024 Booking Reference #****** Our flight was delayed by approximately 2.5 hours, and during this time we were given virtually no information or updates from Royal Air Maroc staff about the reason for the delay or a potential new departure time. This total lack of communication left us stranded at the airport with no idea what was happening.Even worse, we were then herded onto a bus to supposedly board the plane, where we were forced to stand for over 30 minutes in extremely hot conditions with no air conditioning. After half an hour, we were inexplicably told to get off the bus and go back into the airport terminal with no explanation. We then had to wait again before finally re-boarding the bus to eventually depart.This bizarre situation of being shuffled on and off the bus with no information made an already stressful delay even more miserable. It was a completely unacceptable way to treat paying customers who were kept entirely in the dark.Because of the excessive delay with no communication, as well as the poor mismanagement of keeping passengers waiting in a hot bus, I am requesting a partial refund of 30% of the cost of ***********. We arrived at our destination extremely late due to factors completely under Royal Air Maroc's control. A 30% refund is a fair ask given the considerable inconvenience we experienced.Please let me know how you will resolve this issue promptly. I am hopeful we can avoid escalating this to the BBB, but I will not hesitate to do so if Royal Air Maroc is unwilling to provide reasonable compensation for such poor service.

  Customer response

  04/18/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Royal Air Maroc regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Good afternoon,On January 8th, 2024, I (*********************) travelled with my parents from ******** ************ (flight AT564) to ***************** airport (Flight AT218) via Air Morocco. Upon arrival at **************, we did not receive my dads, Boxton Sesay, two luggages he checked in at ********. We immediately filed a claim at the airport and was provided a claim number (*** AT *****) and told to follow up with customer service at ***********. After a week, I did so and was informed that the suitcases were still not located. I followed up again on January 16th, and was notified that the claim number( IADAT *****) provided at the airport was not only incorrect and belonged to another passenger. I asked to provide the bag tag number that was associated with the baggage when it was checked in (******, ******) and that was also unable to be located in my dads name. When I requested to speak to management, the representative notified me there was no one available and I should wait and follow up again within 21 days. Furthermore, I was notified to either contact the airports directly or visit the airport to inquire about the missing luggage. After I advise the representative that it was impossible as we do not live in Washington, I was told nothing further could be done.Furthermore, I followed up by filing an additional claim (ticket number **********) on the air morrocos website on January 16th, 2024 and was advised to wait 21 days for a response. We have yet to receive any responses.When we followed up today, March 5th 2024. I was informed that one of the suitcases were found and the other still missing. After asking to verify the address where it will be mailed, I was provided someone elses address in ********, **** and a different name. After informing the representative that the information she provided did not belong to me. I was further advise to go on the Website and file another claim for a refund as the airline stops proactively searching for missing luggage after 21 days. I am requesting a full refund for not only suitcases and its contents but also for the inconvenience and lack of customer service as I was provided incorrect information from day 1 which made it impossible to get a resolution.

  Customer response

  03/31/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Royal Air Maroc regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My flight to Africa was cancel by Royal air Maroc, with promise of cash refund or travel voucher after period of time. I call Royal air Maroc numerous time to get my refund but their phone number was not working for nearly 7 months assuming because of the pandemic. When I finally got hold of their customer service, I was told to file a refund claim on-line. Whenever I filed the refund claim, I got no reference number or confirmation number of my claim. Upon file multiple refund claim without any correspondence from Royal air Maroc, I decided to call back at which time they tells me to file a refund claim again and give them the reference number. However, when you file a refund claim there is no reference number given or any email or notification of the claim. This is the continous process I've been going through for nearly 2 years. I am tire of going in circles to get my refund which they originally promise base on their cancelation email.Passenger: ***************************** Booking Ref: ****** Ticket #: *** ********** Flight: AT219 RC-File: **********

  Customer response

  03/02/2024

  At this time, I have been contacted directly by Royal Air Maroc regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   I can say with absolute conviction that Royal Air Maroc is a scam. Automated messages with zero clarity is what you'll get if you try to get any form of refund. Royal Air Maroc customer service will encourage you to file a refund claim online, upon completing your online refund claim, there will be no reference, claim or confirmation number. However, every time you call their customer service for a follow up, they will in turn ask for your claim, reference or confirmation number. The entire process is a continuous loop of time wasting and frustration. 3 years and counting, Royal Air Maroc continue to be the biggest airline scammers.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *****************************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Nature of the dispute: I was a passenger of international flight AT218 on Royal Air Maroc (RAM) coming from *** airport in **********, ******* into *** airport Saturday Jan 6, 2024 and was welcomed back into the country with chaos. My bags, along with 1/4 of the plane, did not arrive with us (and still has not arrived). It has been 20 days and counting and I have yet to receive my luggage. I've called RAM everyday and continue to track my luggage using my AirTag. When I call RAM I get the same response, that they have not located my luggage, and they refuse to use the location of my AirTag to assist with locating my luggage (I see that my luggage is still at ***********). The amount I paid the business: $825 (date of transaction 5/31/23)The amount I've spent in international calls to RAM: $135 (date of transaction 1/8/24 - present) The amount I spent on replacement necessities from items in my luggage: $500 (date of transaction 1/8/24 - present) What RAM committed to providing me: aircraft transportation for myself and my luggage from *****, ***** to ************* on Jan 6, 2024. Resolution: *** has not tried to resolve the problem. Their customer service is a call center, they can do little to escalate the issue. Also, their inbox to receive "baggage delay forms" is full so when I tried to submit a claim my email bounced back with a message stating that "The recipient's mailbox is full and can't accept messages now." Bag tag # associated with my luggage: *************** ***************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩