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ComplaintsforRoyal Air Maroc
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Complaint Details
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Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Royal Air Maroc lost my luggage during my Business class flightonMay 10th 2024 from IAD to BNC and refuses to provide fair compensation or return any of emails or calls Total Value of lost luggage is $3150/-Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My flight AT273 form ***** to ********** was originally scheduled at 09:40 on 28Jun2024 (Booking ref: ****** Ticket number: *** **********) got delayed by Morocco airlines for reasons that was not communicated to me. As a result of that delay, I missed my continuation flight AT204 CMN *** scheduled at 16:00 on 28Jun2024 (Booking ref: ******, Ticket number: *** **********). I tried to get help at Morocco airline counter in ***************************. However, the staff there were all Egyptian and do not seem to care about Morocco airlines, were very rude and not helpful. They told me that they can not change my continuation flight and asked me to go to the Morocco airline downtown branch in *****. I took a taxi went to the branch it was closed.I called the Morocco airlines international number but no one was able to help rebooking my continuation flight.As a result and because I have to be back at work on Monday 07/01/2024 I booked a flight via Qatar airlines(attached).I also had to pay royal Air morocco $500 to chance the booking of my wife (*************************) who was included with me on the same booking ( Booking ref: ****** Ticket number: *** **********).I request refund of both Tickets ( ticket number: *** **********; Booking ref: ****** and the return route of Ticket number: *** **********, Booking ref: ******) and the $500 that royal Air morocco charged me to change my wife booking.Customer response
08/01/2024
Better Business Bureau:
At this time, I have not been contacted by Royal Air Maroc regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
06/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
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
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
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
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
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
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
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
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,
*********************
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Customer Complaints Summary
136 total complaints in the last 3 years.
39 complaints closed in the last 12 months.