ComplaintsforRoyal Air Maroc

• 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: *************** ***************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Royal Air Maroc lost my luggage (along with many other passengers on the plane) for a flight on January 7th, **** (Flight AT218). Since losing the luggage they have been unreachable with their phone line does not ring. When I call there general customer service line they refuse to help me. The only solution they offer is to go ******************* and search for the luggage again. They have not given me any status update. When I file new claims on their website I don't receive a confirmation email so there is no way to follow up on the request. The value of my luggage is ~$4500

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My daughter and I were planning to visit ******* on May 23rd 2020, Due to the pandemic and as a respiratory therapist I was obligated to cancel my flights. *** acknowledged and accepted my cancellations ( booking ****** and *****) .I attempted several times to receive my refunds but in the company refused.They were many communications back and forth since 2021 and for the last few months they completely ignore my emails. I am requesting the total refund.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife *********************************** and I bought 2 one-way tickets with Royal Air Maroc in March 2023 for $2792.90 from *****, ******* to ****************** Airport *** departing Saturday June 3, arriving June 4, connecting in **********, *******. We were involuntarily bumped from our flight from ********** to *****************. We had a confirmed reservation, checked into our flight on time and arrived at the counter on time. We were offered the option of changing to a flight that departed the next day (a delay of 24 hours). That was unacceptable to us. In the ******************, the Royal Air Maroc staff were not only unhelpful, but were verbally abusive and harassed us. We filed a police report with the ****************** police against the airline and the employee who harassed us.Per the U.S. ********** of ************** laws (*****************************************************), we were involuntarily bumped from our flight and had a delay in reaching our final destination of more than 4 hours. We are entitled to compensation of 400% of the one-way fare ($6,116.40) or a maximum of $1,550 per person.We each bought a ticket with Lufthansa at a total cost of $3,304 in order to reach **. We sent six requests for refunds via their online portals in June and November 2023. We followed that up with phone calls on various dates in June, July, September, November 2023. When I call, I am told I have to "wait longer" and no time frame. It has been now over six months since I first requested compensation and the airline shows no effort whatsoever to reimburse or refund **** submitted a dispute with my credit card, Citibank, who did not resolve the matter. In written correspondence with ****, the airline says we are entitled to a compensation of $868.21 for one ticket and $1,009.92 for the other ticket since they are refundable and we did not use the ********** to ** flight. At a minimum, we would like a refund for these amounts.Thank you for your help,***************************

  Customer response

  01/02/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Royal Air Maroc has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We had a reservation for international travel booked for 9/24/2023 from ***** (***) to ***********) and returning on 10/3/2023. We originally paid $1215.80 (USD) in full for the tickets. Due to an unexpected medical emergency my wife was hospitalized for 3 months and I called prior to our travel dates to discuss options for changing our travel dates. The *********** changed our travel dates to 3/24/**** and returning 4/2/**** and explained our charges would be $220 (EUR) per ticket, or $440 (EUR) total, to modify the reservation for changing travel dates PLUS any difference in increase of pricing from what we originally paid. This is their company policy and I have heard it from the *********** numerous times and have it in writing from their social media team. I picked the new travel dates in MAR/APR **** due to the pricing was very similar to the price we paid so our expectation was to pay the fee for changing the reservation plus the slight increase in tickets. For the flights that we requested to change to, as of today (12/1/2023), the pricing is $1226.80 USD. This is only an $11 increase from our original paid amount. We expect to pay $440 EUR + $11 USD for our flight change per the company policy. However, they are showing we owe an additional $1439.20 USD (or $719.60 per person) to keep our new travel dates else forfeit the money we already paid. After calling the *********** 7 different times they are unwilling to look at the issue other than state we owe an additional $1439.20 on top of the already paid $1215.80. I have asked to speak to supervisors and have been refused that. I have sent separate emails with screenshots of the current pricing for the flights we requested showing its only an increase of $11 USD so we should only be liable for that amount PLUS the $440 EUR to keep our reservation. They are unwilling to resolve. We are only requesting the company honor the published reservation modification policy they have stated.

  Customer response

  12/27/2023

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

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband and I purchased 2 one-way tickets with Royal Air Maroc in March 2023 at a total cost of $2792.90 from *****, ******* to ****************** Airport *** departing Saturday, June 3, arriving June 4, connecting in **********, *******. We were involuntarily bumped from our flight from ********** to *****************. We had a confirmed reservation, checked into our flight on time, and arrived at the counter on time. We were offered the option of changing to a flight that departed the next day (delay of 24 hours). That was unacceptable to us. In the ******************, the Royal Air Maroc staff were not only unhelpful, but were verbally abusive and harassed us. We filed a police report with the ****************** police against the airline and the employee who harassed us.Per the U.S. ********** of ************** laws (*****************************************************), we were involuntarily bumped from our flight and had a delay in reaching our final destination of more than 4 hours. We are *********** compensation of 400% of the one-way fare ($6,116.40) or a maximum of $1,550 per person.We each bought a ticket with Lufthansa at a total cost of $3,304 to get from ********** to **. We sent 6 requests for refunds via their online portal in June and November 2023. We have also made phone calls on various dates in June, July, September, November 2023. When I call, I am told I have to "wait longer" with no time frame. It has been now over 6 months since I first requested compensation. The airline shows no effort whatsoever to reimburse or refund **** submitted a dispute with my credit card, Citibank, who did not resolve the matter. In written correspondence with ****, the airline says we are *********** a compensation of $868.21 for one ticket and $1,009.92 for the other ticket since they are refundable and we did not use the ********** to ** flight. At a minimum, we would like a refund for these amounts.Thank you for your help,***********************************

  Customer response

  12/16/2023

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

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We a family of 5, travelled to ******* from ***** via ********** on Sept 29th, 2023.Reservation no: ******.Ticket numbers for **** family: *************, *************, *************, *************, *************, We paid extra ***** USD per person to have window and aisle seats for all the 5 passengers.Total amounting to ***** x 5 = ****** USD . The flight was ***************** and our seats were changed to middle row without even asking us. The middle row seats on advance booking cost only 5 USD each.We ended up paying 153 USD in advance to prebook the seats which was not honored by the airline. My previous request for a refund received no reply.this is my second request.I will be forwarding this to IATA as well.Thanks ************************ *** Ph **************.

  Customer response

  12/11/2023

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

  Business response

  04/04/2024

  Dear Better Business Bureau,
  

  
  Please find enclosed our response sent to *** **** on March 7, 2024, regarding the complaint with assigned ID *********
  
  Should you need any additional information, please let us know.
  
  Sincerely,
  ***** ******

  Royal Air Maroc

   

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I had paid extra money for window and aisle seats in addition to the price of the ticket. We were a party of 5 on my return flight from Casablanca to Miami. Unfortunately instead of getting the preferred seats I paid for , 3 of the passengers were reallocated middle seats. On a long haul this was very tough as some of the passengers had limited mobility. 
  Air Maroc instead of refunding the extra money I paid want me to fly with them again  what a joke !

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

  
  Sincerely,
  * ****  
  
  
  
   
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date Tickets purchased: May 26, 2023 total amount per ticket: $1,378.90 x 2 = $2,757.80 Insurance purchased per Ticket: $168.78 x 2= $337.56 Total amount paid to busises: $3,095.36 I cancelled my flight due to a family illness although i purchased insurance for the flight I was not reimbursed the full amount. I was only reimbursed for $2,277.80 I am still owed the balance.I also put a claim through my chase c/c and they are working on this as well

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Azura Findlay Booking Number ****** My trip was not schedule until Nov, however I am canceling my flight due to an Earthquake killing more than ***** people and injured ***** and damaging many buildings and hotels in *********. I also know that it will take many months to rebuild and get thing back to normal. I feel that this is a huge injustice and poor customer service on ********************** part to not refund a total of ******. I emailed the company so that someone can advise as to why am only being refunded ****** oppose to ****** out of the total amount paid of ****** that I paid for the ticket. The emails responses are computer generate or standard and I keep getting the exact email responds word for word in each response with only the amount being entered manually. I understand and except the cancellation fee of ******. But I do not agree with not refunding me back for my seat which is crazy, if am paying 236 to cancel my flight why am I also being charged another ****** for a seat fee to which they do not want to refund? Can I cancel my flight and still fly on this seat no I cannot because the flight is cxl so how are you charging me for a seat that I will never use. I am only canceling my flight due the devastation that took place. How can they expect me to want to travel to country that had an earthquake which killed over ***** people the place will be in ruins. I find that the company is taken advantage of their customer and taken their money, there is no one in there company that care about true customer service when asked if I could speak to a manger they refused and said no they cant help me. So basically they just take your money and you cannot do anything about which is morally wrong in so many ways. I am not asking for a full refund but in light of the situation I would think that Royal Air Maroc would treat customers fairly and have empathy to what has happened and at least agree to refund me ****** as I do not plan on flying or using there airline in the near future due to the horrible experience am having.Please confirm refund in the amount of ******?

*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. ↩