Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good day,Claim for:baggage delay for 22 days Bag damage Stolen Items from the bag Name: ***** ***** Flight AT201 on 17/01/2024 ****CMN Flight AT270 on 18/01/2024 CMN-CAI Bag Tag Number: AT ****** Case reference Number: ********** Second reference number for the stolen Items: ***** (The full list of the missing items is attached within the baggage inventory form with invoices)What happened was not acceptable at all, I used to travel a lot as a travel vlogger and this is the first time to have such unpleasant experience and I am not sure if I will experience it with any other airlines, I am looking for the suitable compensation for the above-mentioned incidents.Attachment Index:- Bag Brand with details (for the damage bag)- Invoices for all missing items - RAM Baggage inventory form with all the missing items - Bag tag number - Boarding pass with the *************** details - Report Reference Number at ************* upon arrival - Report form PS: Kindly note that a lot of spammer tried to contact me through your ******** official page to use my details so please be aware. And my recommendation to make more effort and block the spammers because they really confuse the passengers who are already frustrated.The airlines offered little amount as a compensation which is not equivalent to the loss tried to contact them several times through all available channels but in vain.the reason behind it is more than 12 months is waiting for their response which is never received ***** *****

  Customer Answer

  Date: 05/06/2025

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

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 28th, I booked a flight on the Canadian website of Royal Air Maroc, thinking the site was in Canadian dollars since I was in ****** and on their Canadian website.After booking, I noticed I was charged in USD on my credit card statement. I called RAM, informing them that wrongful advertising of currency is not legal and goes against consumer rights, but they refused to refund my flight unless I paid a cancellation fee of 339.52$ CAD. This doesn't make sense because the whole transaction was falsely advertised and charged in the wrong currency without warning, therefore the company is not entitled to the 339.52$ CAD cancellation fee. Per their own cancellation policy, the cancellation fee is charged if there are no issues with the flight such as delays or cancellations. This is not the issue at hand. I didn't request a refund due to a flight cancellation or delay, I requested a refund because I thought I was paying 600$ CAD for a flight, but was charged 1000$ CAD instead which is illegal. Nothing on their website indicated that their prices were in USD. I managed to receive a refund for the flight itself through ****, but they still owe me 339.52$ CAD - they are legally not entitled to charge the cancellation fee in this case. I have attempted to contact RAM directly multiple times with no resolution. This is my last attempt at resolving this with them directly before pursuing legal action. I have contacted the ****************************** as well as the **************************** under False Advertising, Mergers and Acquisitions, and Predatory Business Behaviours of Airline. If RAM does not refund the 339.52$ CAD cancellation fee that was wrongfully charged through this BBB complaint, I will be pursuing legal action in a Canadian court of law in accordance with Competition Act (R.S.C., 1985, c. C-34), Section 52(1) re: False or Misleading representations. I have contacted a lawyer and am ready to take these next steps if necessary.

  Customer Answer

  Date: 05/02/2025

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

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on April 7, 2024, royal air Maroc lost my luggage. I filed a claim and followed all the procedures, provided all the documents, made several phone calls however, until February 10, 2025, Air Maroc sent me an email stating my reimbursement would be $450.00 US dollars. this amount is much less than what i have lost which was about $1790. I am seeking the amount that I requested

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
   
  
  

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Round-trip flight from **********, D.C., to ******. Upon arrival at the airport, passengers with long layovers were to be provided a hotel. After spending a hrs locating the appropriate desk, I stood in line for an additional 3 hrs before being assigned a hotel. Despite informing the staff that I was experiencing nausea and urgently needed to take my medication, my concerns were ********** checked bags were missing. I filed a claim at the airport and followed up three times by phone, only to be told nothing could be done. 1 of my bags had medication essential for managing my health condition, missed several doses due to the delay.. When bags were finally located, I had to personally travel to the airport to retrieve them after several trips to the airport to see if they had arrived as i did not receive any phone calls notifying me of their arrival. Both suitcases had been mislabeled under another passengers name, which was a check-in error. Return flight scheduled for 2:30 but was delayed until after 5:00. Upon arriving in ****, I was told I no longer qualified for a hotel due to the layover not meeting the required hoursdespite the delay being caused by airline. I was forced to endure over six hours in the airport on uncomfortable chairs while experiencing severe illness, including difficulty breathing and intense stomach pain. I continue to experience neck pain from having to sleep in these conditions.checked luggage had been severely damaged, with the wheels completely detached.Request for Compensation Writing this complaint literally brings tears to my eyes. I suffered and so do thousand of passengers each day who do not have a voice to speak up. This airline treats certain passengers like theyr less than. I am requesting compensation for the following:The distress and inconvenience caused by the delay Impact on my health due to missed medication doses resulting from the lost and mishandled baggage.Delays and discomfort endured Damage to luggage

  Customer Answer

  Date: 02/28/2025

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

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first contacted Royal Air Maroc on 1/5/25, after I returned home from my flight. This flight was from ******* to *************, flight AT218 on January 4, 2025. During the flight my son and I were moved, as well as many other passengers. I had told the flight attendant (actually 2 of them) that I paid for the seats - not just with regular flight ticket but paid extra for the center and aisle seat, for our added comfort on a 9-hour flight. Total charge for both seats was $51.90. Passengers on this flight were moved around multiple times to accommodate families with children to be together - they did not choose and pay for seats. I had chosen and paid for both seats and then we were both moved to center seats and 8 rows apart. I told the flight attendants that I paid for the seats, but they said that they were putting families together. Therefore, I paid for seats that I did not even sit in nor have the more expensive aisle seat! I want a refund it is not my fault others didnt choose seats. I asked the flight attendant if I could get a refund, and they said yes.The flight was delayed an hour and a child vomited on the flight 3 times and no attendant cleaned up the mess. This was a huge health hazard! Then we had to sit another hour on the plane when we landed. There was no announcement or any communication to passengers. The flight was horrible and passengers were not given any answers and just shuffled people around.I have emailed Royal Air's customer service and also service emails, and both told me I had to submit online. I have submitted complaint forms online, and the refund request - but that is only geared for flight cancellations. It has been over 3 weeks since my original refund request and no responses. I tried calling today and I am only told to submit online forms. I would like my refund of $51.90!

  Customer Answer

  Date: 02/16/2025

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

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently flew this air line to ******** *******. My bags didn't arrive at ROB on the 21st and only came 4 days later. Once I finally got my bags, dress and tennis shoes were missing, a bottle of name brand cologne and several pieces of clothing. I had a beats head phone that was snapped. I tried calling immediately and got a very rude female *** who hung up on my. I need my items ***laced. I have tried calling several times and they keep referring me to company website meant to file claims, the site isn't working properly and won't submit at end. I was then twice instructed to use the following email, ******************************************* which only redirects me to the non working page I mentioned previously. This whole thing is very ************** flight number was ** ***. Origin of travel was from *** via Morrocco to ROB ********. The date was 12/21/2024. The Ticket number is ********************** reference ******

  Customer Answer

  Date: 02/11/2025

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

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 29 Nov 2024, I had a flight from *** to *** with a stop in CAS on Royal Air Morocco, my flight was cancelled and moved to another flight, however the airline employee at the airport directed myself and a few other non French passengers to the rebooking center and we missed the other flight. We were rebooked for the following day but our luggage did not arrive with us in *** and were told that we would not get our luggage until Thursday (4 days later). I was traveling for business purposes in ****** and did not have clothes or toiletries for my meetings. I purchased clothes and necessities and wish to be reimbursed. I sent an email as directed and the website does not allow me to continue filling the claim as it does not accept the ticket # nor my USA phone number. I am constantly being told that they can not do anything for me and I must keep trying to use the system that is not working.

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the Transaction: I boarded a Royal Air Maroc flight on July 18, traveling from *** (***************************) to *** (***************************************).Amount Paid: The ticket price, which included the flight and checked luggage handling, was paid in full. Further payment details can be provided upon request.What the Business Committed to Provide: Royal Air Maroc was responsible for transporting me and my checked-in luggage safely and securely from *** to IAD, including ensuring the arrival of all my belongings in good condition.Nature of the Dispute: Upon arrival at IAD, one of my checked luggage items did not arrive, and another piece of luggage was damaged. I followed the appropriate procedures, filling out a Property Irregularity Report (PIR) and a Property Damage Report (DPR) at the airport. Despite these steps, I have yet to receive any compensation or settlement for the lost and damaged items, which included valuable belongings. Attempts to Resolve: On August 5, Royal Air Maroc acknowledged receipt of my claim and requested additional documentation, including:- Property Irregularity Report (PIR)- Baggage Identification Tag - Property Damage Report (DPR)- Any relevant insurance information I promptly responded with the requested documents and screenshots. However, despite submitting these documents, I have not received any follow-up communication or settlement from the airline to date. It has now been almost three months without a ****************** Communication: Royal Air Maroc's last communication was on August 5, acknowledging my claim and requesting further documentation. Since then, there has been no response or action to resolve my claim, leaving the issue unresolved and causing further inconvenience.Advertising Involvement (if applicable): No specific advertisements are directly tied to the issue, but the airlines general promise of reliable service has not been upheld in this case.

  Customer Answer

  Date: 10/19/2024

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

  They requested that I provide a receipt for the items in my luggage, my boarding pass, the color and size of the baggage, and the costs associated with them. I have submitted all this information, but it has been over a week or two, and I still havent heard back from them.

   

   

   

   

   

  Sincerely,

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

  Customer Answer

  Date: 11/15/2024

  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]

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled from ***** on the 12th of August and arrived *** 13th of August 2024. My luggage has been missing from Royal Air Maroc I have been calling and calling . They later asked me to fill form and describe my luggage which I did and two days later they told me they found my luggage. The luggage delivered to me is far different from what I told them. I have been calling them to come pick their luggage or send me address to send this wrong luggage to . A customer care told me to travel all the way from ******** to drop the luggage at *** and I asked him who will pay for my trip? Who will I give the luggage to? He said he doesnt know. Another customer care told me they will ask ***** to send email to me to come pick the wrong luggage, this is day 4 already and no email or call. My bag is still missing now and this is more than two weeks. I have valuables inside and the airline doesnt care about the stress and mental health issues I have been experiencing due to their inability to deliver my luggage. I am down emotionally I need my bag or they pay for everything.

  Customer Answer

  Date: 09/30/2024

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

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 19 July 2024, I called Royal Air ***** (Royal Air Morocco)/*** to address the change in my reservation due to a three hour delay of my Delta Airline flight, DL5079 to *** which was impacted by the *** guidance due to the global impact on air travel caused by the ********* software issue. Considering the delay, I could not make my *** flight to ROB/********, ******* due to the *** cutoff check-in time of 10:50AM. The delay with Delta caused my 0630hrs flight departure to be moved to 0930hrs. Thus my arrival at *** at 1130hrs which made is impossible to travel on *** flight AT203. My discussion with *** customer service representative to change my booking led to an unrealistic $1,368.20 change booking charge, please find attached transaction document. Also, please be informed flight a change of this kind requires a fraction of the amount that was charged to make the changes. Also, a plea with *** customer service representative to acknowledge the *** delayed and or guidance that caused the delays and refrain from charging me the stated amount fell on deaf ears. On 19 July 2024, I filed case# ********** with *** to help address my refund concern but there has been no action. Im at this point reaching your office to see how best you can assist with recouping my refund as it pertains to this situation. Please also be informed, I have subsequently follow-up with *** customer service via telephone and it appears my effort seem to be in a dead end.Thank you for your assistance!Very respectfully,

  Customer Answer

  Date: 09/17/2024

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