ROYAL AIR MAROC  Passenger Reviews and Customer Trip Reports

PAGE 1 2

ROYAL AIR MAROC customer review :  10 March 2010 by V Richards   (UK)

London Gatwick – Marrakech – London Heathrow. Absolute disgrace of an airline. Gatwick check in and outbound flight to Marrakech were okay, however our return flight was a complete disaster. The flight made an unscheduled and unannounced stop in Tangier where a dozen or more passengers got on, none of whom had an assigned seat – they were told to sit in any unused seat. We eventually arrived in London three hours late without any word of explanation as to why we had to make an extra stop or apology for the delay. On a more minor, but equally disappointing, note, our flight was not listed on the departure screens in Marrakech, the check in woman took ten minutes to check us in and did not offer a word of explanation or apology (although I assumed that her boarding pass printer was broken) and we received zero guidance when we were forced to leave the plane during our stopover in Casablanca (which was initially supposed to be only a refuelling stop with no disembarking). I’m sure at least one of these instances resulted in a massive security risk and will never be flying this airline again.

ROYAL AIR MAROC customer review :  10 March 2010 by J Atkins   (UK)

Never again with Royal Air Maroc. LGW to Agadir via Casablanca was delayed by 3 hours, then we sat in the airplane for 5 hours before taking off. No explanation for the delays or complimentary food or drinks. Arriving too late for any flight to Agadir. Again no explanation, food, drinks let alone hotel rooms offer for the night. The booked wheelchair was not there. Again no explanation. Absolutely useless, unfriendly, uncaring ground staff at Casablanca Airport.

ROYAL AIR MAROC customer review :  5 March 2010 by A Flood   (UK)

Malaga to Marrakech, simple meal served in the one hour flight - not expected or necessary and is not generally provided on flights of less than two hours. Crew somewhat sullen with no sense of service or friendliness. Return flight one hour late, no explanation or apology. Served small chilled quiche straight out of the fridge, again minimum perfunctory service with no customer recognition. Used cup from previous flight in seat pocket. Crew and ground staff at Marrakech totally unhelpful.

ROYAL AIR MAROC customer review :  1 March 2010 by R Parker   (UK)

London Heathrow to Casablanca. It was delayed with no explanation and nearly two hours late. The choice of meal was non existent by row 20, stale bread rolls inedible, and choice of soft drinks limited despite the aircraft being only half full. The return flight from Marrakech was delayed, again with no explanation and over 1.5 hours late. The continuing flight Casablanca to Heathrow was subsequently late although a strong tailwind helped it gain some time. The flight seemed to be full with numerous passengers moved from economy into business class, but the cabin crew seemingly unsure of themselves. I watched six different crew count the passengers at least three times each, which was not very reassuring. Again the choice of meal was non existent by row 20 , those passengers who could not eat fish were left without a meal - drinks being limited to just water and apple juice. The cabin crew were not customer friendly.

ROYAL AIR MAROC customer review :  5 February 2010 by F Harle   (UK)

LHR - Dakar (via CMN) return. All on B737's. Check-in staff at LHR and Dakar excellent and did what they could to get me a window seat as requested. Beef meal from LHR was disgusting, but chicken on flight home good. Staff struggle to communicate clearly in English over the intercom – moment of pure comedy on the flight out, when the attendant was halfway through trying to speak in English (after announcing in French and Arabic) and then said, and I quote “I’m sorry, I’m tired” and then stopped her announcement! So we never got to hear what was being said!! The Moroccans sitting next to me were really embarrassed. Although each of my sectors were between 2.5 and 3.5 hours long, it was a shame that no headphones were given out – no music or TV to watch at all. It’s also the first airline I have flown with where you never hear a single word from the flight-deck EVER – on 4 flights. Must be policy – Why? Best thing – very good legroom in economy and bags arrived safely. Casablanca fine for transit (toilets were not the best!)

ROYAL AIR MAROC customer review :  24 January 2010 by O Ramsay   (UK)

Worst airline flown with. Flight from LHR to Fez was cancelled. Had waited in airport for seven hours before they announced this. No answers or updates given by staff, no apology and they did not reimburse us for our pre booked accomodation costs in Fez. When we eventually did fly, the state of the plane was a disgrace.

ROYAL AIR MAROC customer review :  17 January 2010 by R Brown   (USA)

JFK-CMN. One of the worst experiences in 20 years of personal and professional travel. Unprofessional service, run-down equipment, over-priced fare, unexplained delays, and uninformed/untrained staff. The rest of our experience in Morocco was very pleasant and the people were very nice. A shame that this airline does not reflect the spirit of the country. The first and last impression of Morocco for us visitors and sadly a negative one. RAM would not last a day with this disfunctional business model if it were a private airline.

ROYAL AIR MAROC customer review :  13 January 2010 by B Madson   (UK)

I can honestly say Air Maroc is the worst airline I have been unfortunate enough to encounter. Poor service, poor food, poor in flight entertainment and complete lack of information throughout. On my trip to Morocco at Christmas, they lost a friend's baggage on the way out, and mine on the way back. I am told it is now at Heathrow, but nobody can tell me where, and there is zero customer service.

ROYAL AIR MAROC customer review :  7 January 2010 by B Neely   (USA)

Casablanca to JFK. Horrible experience. The PA didn't work properly so you couldn't hear any of the announcements. TV screens didn't work in most of the plane. There was rough turbulence for about 2 hours over the Atlantic and not once did the pilot or air attendants try to allay passenger concerns (maybe because speaker didn't work?). After the main food service, the flight attendants disappeared to the back and you had to get up to get any other drinks (on an 8 hour flight!). Once the plane landed, many passengers leapt up and started grabbing bags while the plane taxied for 20 minutes at JFK: the flight attendants did nothing. This is an unprofessional airline that does not seem to comply with many basic safety requirements. I do not recommend using them - pay a little extra and have peace of mind and some better service.

ROYAL AIR MAROC customer review :  7 January 2010 by Betty Waldner   (UK)

We took RAM because of the lower cost of the tickets, (lower by far) and the generous baggage allowance. Trying to find out their regulations as far as luggage was not easy since we spoke no french and their accent was difficult to understand. Finding a person who speaks understandable English in Morocco was not easy either! It would be easier if we went again, which we probably will, now that we know how things go. Flights were on time, food was good, We thought the FA were friendly and treated us well. We had a pleasant surprise to find out that we had a free motel because anyone with a layover of 9 hours or more gets a free motel and meal at the motel. Since we could not understand much of what was being said we missed the shuttle provided and took a taxi. The shuttle goes every hour or so, but we did not know it. Watch out for the guy trying to rope you into going on a tour bus. Which you can do with out a Visa for Morocco. All in all a pleasant experience for us.At least 6 of our friends have taken RAM same destination as we did from JFK to Morocco to Cotonou and had no problems worth mentioning.

ROYAL AIR MAROC customer review :  16 December 2009 by Hanan Elogbani   (UK)

LHR to Tangiers on 28th November - complete disaster! We were delayed 16 hours. Every attempt to ask the staff for answers was met with a "we do not know" or completely ignored. After waiting on the plane for 1.5 hours, we were told that the plane had technical problems, we could smell burning and see smoke - this does not fill you with confidence. We finally left the plane at about 10.00pm and taken to a hotel at about midnight. woken at 4am to the news that the plane was fixed and was due to fly at 7am. The plane did not fly until 10.30am. The staff are rude, and I am ashamed to say as a Moroccan that I will never use their services again.

ROYAL AIR MAROC customer review :  10 November 2009 by Joan Kennedy   (New Zealand)

LHR to Fes with a Casablanca transit stop, Fes to Marrakech with a Casablanca transit stop, and back to LHR from Marrakech with a Casablanca transit stop, on Royal Air Maroc. I am happy to say we had no delays, faultless service, clean planes, good food when offered on the longer flights and no luggage lost. We enjoyed our experience with this airline. We hope this reports helps to allay the fears travellers may have in using Royal Air Maroc.

ROYAL AIR MAROC customer review :  8 November 2009 by W Benson   (UK)

LHR-RAK-LHR, a disorganised, amateur airline. None of the usual security questions were asked at LHR, although check in was swift. Boarded in good time but late departing with no reason given. Very average cabin service and disinterested crew. I asked for a second bottle of wine with my food (the only time drinks were offered on the entire 4 hour journey) and was given a look that could kill. Relatively new Boeing 737 but very shabby. Lack of serious competition means service not likely to improve.

ROYAL AIR MAROC customer review :  3 November 2009 by Patricia Murphy   (USA)

CMN-JFK on ancient 767. Business class seat 1A here the curtain hits you on every entry/exist from the galley. I wish I had missed the flight. Sitting in Casablanca airport and catching a later AF flight would have been preferable. Avoid this airline at all cost. Dirty, old, nothing worked. No entertainment at all - it was broken, but no announcement was made. Flight attendants could not care less if your seat belts were on or if luggage was on the floor in bulkhead. People were talking on phones during takeoff and they didn't say anything. The cockpit door was opened the entire flight - anyone using the business class toilet could have walked into the cockpit. They only closed the door it a few minutes before landing at JFK. My luggage was lost, still waiting.

ROYAL AIR MAROC customer review :  10 September 2009 by A Zahri   (UK)

London Gatwick - Tangier. Royal Air Maroc flight operated by Atlas Blue aircraft and crew. Online reservation system efficient with one-way fare of £128 including 30kg baggage allowance, hot meal with choice of main course and online seat selection at time of reservation. Seats honoured at airport. The fare on the website is inclusive of taxes and charges and the price you see is the price you pay with no extras. Check-in quick and efficient. Seat pitch a little cramped but better than low-cost airlines. A possibility for confusion exists as at LGW the Royal Air Maroc flight number shown on the reservation and e- ticket does not appear on the departure screens and the boarding pass is issued with an Atlas Blue flight number even though this flight is not sold by Atlas Blue! One word of warning regarding online payments. The price is quoted in GBP for flights ex-UK . The credit card charge incurred in GBP is converted by Royal Air Maroc to Euros and debited in Euros by their Paris office. The UK credit card company treat this Euro debit as a foreign charge, convert it back to GBP at their own rate and add the foreign transaction charge. The amount actually billed to a UK issued credit card will therefore be higher than the amount of the charge originally incurred in GBP. Reason for this unknown as the only person to benefit appears to be the credit card company with their foreign transaction charge!

ROYAL AIR MAROC customer review :  31 August 2009 by Julia Kristan   (USA)

Terrible airline - will never fly again. They staff was rude and very racist. They ran out of blankets on a flight from NYC to Casablanca, leaving the back half of the plane freezing in our seats. For $1500 this is unacceptable. They were yelling at all the black passengers and treating the Arabic ones nicely. On the flight back they delayed our flight 5 hours without explanation and put us all in a room to wait. They claimed the phones were "broken" so we couldn't call our families. Most of us figured out how to email/message relatives to let them know about the flight change, but others had no way of telling their loved ones.

ROYAL AIR MAROC customer review :  30 August 2009 by P Desai   (Morocco)

JFK-CMN On our return trip from New York to Casablanca, we experienced yet another nightmare. In New York, it took us 1 hour at the ticket counter just to get all our bags checked in. The flight was a decen flight as it was a newer 747. Upon arrival at Casablanca, we landed in terminal 3 which is really a domestic terminal. There was an H1N1 check point which was fine but there were only 4 immigration officers for 480 passengers. The baggage claim was a complete disaster - this is a domestic terminal so the baggage carousels are small. Bags were everywhere on the floor. We waited for two hours only to find that one bag did not arrive. All in all we spent 3.5 hours getting out of the airport! It was another 1.5 hours to Rabat.

ROYAL AIR MAROC customer review :  30 August 2009 by M Castleman   (USA)

JFK-CMN in economy class on Delta codeshare. The woman at check-in was somewhat confused when I told her I had no paper ticket (Delta-issued e-ticket) but was eventually able to figure it out and check me in. I knew with all this confusion there was no way my request for a vegetarian meal had got properly recorded, and so ate dinner in the airport. The flight was more or less on time. On-board service was nothing special (though friendly enough). H1N1 flu screening, immigration, and baggage reclaim on the ground took longer than I might have liked but I managed to make my train anyway. Overall a bit expensive for what you get, but they're the only ones flying nonstop from North America to Morocco so it's not like there's a whole lot of choice in the matter unless you want to spend an extra few hours transferring planes in Europe somewhere.

ROYAL AIR MAROC customer review :  18 August 2009 by Isabelle Goetz   (France)

Don't travel with this company - it was a nightmare for many passengers this weekend. We should take off at 5pm on Saturday, and finally take off at 2am on Sunday (9 hours later ). The company was unable to give us any explanations and the conditions at the airport was rude.

ROYAL AIR MAROC customer review :  18 August 2009 by C Goldsmith   (Switzerland)

I have just returned from vacation with them and to say that they ruined the holiday feeling is putting it lightly. Dakar to Casablanca to Geneva. Firstly we got a call 12 midnight Friday/Saturday from our travel planner to say that there was a problem with the flights and that we should go to the airport early. Upon arriving at the airport it seemed that we had more information than the duty manager who only seemed to be coming up to speed with the issues that were about to ruin 44 hours of my weekend. First flight cancelled and no idea of when next flight would be taking off. No reason provided as to why flight was not going and why they couldn't provide details of the next. We left the airport having written our name on a piece of paper with our phone number, real hi-tech service from RAM. Having left the airport no more than 30 minutes we received a call to return (by our travel planner, NOT RAM) to the airport that a flight was now scheduled to take off on Saturday morning at 10.30am. Return to airport, finally get checked in a return to hotel to get a few hours sleep. Return to the airport on Saturday morning and all looks like it is going ok. Get on the plane about 45 minutes late, ok given the general time keeping of all airlines. Flight takes off and the in flight screens show destination Sal - no communication from RAM as to why we are now flying to Sal. We land in Sal and some "important" people get on the plane. Really "important" to fly 200+ people 1 hour in the wrong direction to pick them up. It is supposedly some president, who frankly I and the rest of the plane don't give 2 hoots for. So we spend 60 odd minutes on the ground and then continue on route to Casablanca. We stop to let the "important" person off to a red carpet treatment and finally continue to our gate. Still not a word of apology etc from RAM. We have now missed all the flights for that day to Geneva. We go through the wonderful customer service experience and finally get a ticket for the next flight to Geneva which is on Sunday at 16.20. So more excellent customer service and finally we get a hotel ticket for the night, bad direction to collection point to wait for 1 hour until finally we (about 8 of us now) get told to go to another place for the bus. We find the bus, get on the bus and stay on the bus for 90 minutes while they wait to fill it. Get to hotel, get given a meal which is a set meal and which starter arrives and 30 seconds later the main course is put beside you to chill nicely while you eat your starter. Back to airport the next day, flight delayed until 19.30. Finally we got home at midnight, 44 hours late - and still not an apology from RAM.

ROYAL AIR MAROC customer review :  10 August 2009 by H Gebresellassie   (Liberia)

I boarded their plane hoping to go to Liberia but the plane was delayed for more than two and half hours in London and when we arrive in Casablanca the other plane had already left. Then I have stay in an airport underground hotel. There the staff is hostile and at one point I was asked in the middle of the night to bring voucher to be able to sleep there. Then after two days I was taken to Abidjan where I spent one more day. On the fourth day I took another airline (Brussels Airlines) to go to Monrovia. There I found out one bag with my clothing is lost the other is badly damaged. I can tell you this is the worst airline I ever saw.