ROYAL BRUNEI AIRLINES   Customer Reviews and Passenger Trip Reports

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ROYAL BRUNEI AIRLINES customer review :  11 March 2010 by K Johnson   (UK)

Worst airline experience ever - was scheduled to fly out of London on 17th December to arrive at the airport and wait for over 1.5 hours in a queue of people waiting to check in - finally advised flight was cancelled and could phone a number to get a refund or re-book tickets which was going to be impossible before Christmas. Staff rude and offered no support or sympathy for situation. They were unable to provide us tickets on another airline (even though reportedly they hadn't even tried) finally, after 12 hours at Heathrow managed to get them to approve a FIMS payment to travel via another airline 5 days later.

ROYAL BRUNEI AIRLINES customer review :  9 March 2010 by G Wilson   (Australia)

BNE-BWN-MNL return. Flight from BNE on old 767, poor entertainment, just overhead screens. Food and FAs ok. Flights to and from MNL fine, only short so no problems. Return flight to BNE on newer 767, with AVOD, but the food was terrible. Transfer in BWN was okay, but passengers from different flights, incoming and outgoing were mixing together, causing confusion for some people who were unsure of where they were supposed to go. The fares are cheap - you get what you pay for.

ROYAL BRUNEI AIRLINES customer review :  3 March 2010 by D Richards   (England)

LHR-DXB-BWN-BNE-AKL. Had a 3hr delay leaving Heathrow. Personal TV didn't work all the way to Auckland. Seats ok. Legroom average. Food served twice on each flight, and reasonable. Drinks plentiful. Staff friendly. If your looking to save money, and fly budget price, Royal Brunei deliver. However, beware, by having 3 transit stops, it makes the journey seen endless!

ROYAL BRUNEI AIRLINES customer review :  3 March 2010 by N Brown   (Australia)

Australia to London with my 14month old baby, I have never been treated so appallingly in my life. I was refused a cot which I had ordered, refused bottled water, I had paid for a seat for her - which they sat a man in and refused to move him, Until he in the end complained and they listened to him. So many other things happened also which ended with me collapsing in tears with stress after being spoken to so aggressively on several occasions and being ignored or refused when I asked for even the most basic things eg. water. I am well travelled and not easily offended, but they broke me!

ROYAL BRUNEI AIRLINES customer review :  27 February 2010 by A Lim   (Australia)

BNE-BKI return economy class. Check in efficient, got a window seat. Food was ok, leg room minimum, seat comfort horrible and inflight entertainment okay - not a lot of option. Return flight was not as good. Older aircraft with no personal tv. Food was poor, however plenty of legroom on the older B767 but seat was harder. On both routes staff ok and only making an effort to be there and not a lot of drinks served. Overall I would rate it 3 stars. However the fare was quite cheap, so I guess you pay for what you get.

ROYAL BRUNEI AIRLINES customer review :  20 February 2010 by Tim Jarvis   (UK)

LHR-DXB-BWN-PER. Retrofitted B767, a bit dated but nothing to worry about, cabin staff friendly and seats not bad, food adequate. We tried on demand from the menu and it worked fine although you can wait up to half an hour. A320 to Perth was pretty good, but seats not nearly lie flat variety but comfortable. Return BNE-BWN on a B767 which did not have Sky View system or new seats - we were compensated 380 AUD each for future use. Lounges ok at every airport, maybe it was the time we flew but only DXB was busy, entertainment worked most of the time although some screens had picture quality problems on certain channels.Our cycle speedway bike was taken FOC (given 40KG allowance) which was a real plus, especially given the bargain price we paid. I would certainly use RBA again, if you go expecting a top class product for a bargain price you will be dissapointed, personally I'm not bothered about the "free" bubbly before take off etc that comes with some airlines and would prefer to save the thousand pounds or so that we managed to achieve. We were on time, well fed, relaxed and treated well - that's all that matters to me!

ROYAL BRUNEI AIRLINES customer review :  17 February 2010 by George Scholes   (UK)

London-Auckland Business Class. The fare is substantially cheaper than other carriers. Check in was friendly and efficient. At LHR they use the SAS London Lounge - busy but there were still plenty of seats and good breakfast options. The cabin was up to date, clean and well maintained, toilet seemed a little larger than usual, with cosmetics etc and kept clean. An amenity kit was distributed but this was in a faux-leather plastic bag that looked cheap and the contents matched. Better to have done without it. Business class seats recline to an angled lie flat position. First impression is that the seats are pretty hard and in the take off position seem awkward and lumpy. Reclined into a better seated position after take-off they are spacious and become more welcoming but with a less than full cabin I was able to collect extra blankets and pillows and when these were rearranged on the seat the remainder of the flight was very comfortable. The cabin crew were friendly, and attentive. Royal Brunei is alcohol free but there were no problems in taking your own on board, subject to security restrictions. Meals and meal service was more premium economy than some of the competing Asian airline business service. Interestingly, out of Heathrow a full set of metal cutlery was provided, but from there on plastic knives substituted for the metal ones. The menu stated that all meals were on demand at a time of your choice, but I saw no one on the cabin availing themselves of this choice. Meal orders for both services were taken soon after takeoff with no enquiry about timing, and each meal was served to the cabin on a single service. There were choices of main and dessert courses and only once was my first choice not available. En route to Brunei there was a stop in Dubai. All transit passengers had to disembark and the lounge was a moderate walk away, with directions that I for one, with other passengers got wrong so that we left the security area, though not outside customs and immigration and had to be screened back into the secure area, a rather lengthy procedure. There was a short time available to walk through the duty free area but there was no temptation as Dubai Duty Free has a poor reputation for competitive prices. I did not use the in-flight entertainment so cannot comment. I would rate BI business class highly for value for money, good for cabin service and adequate for meals, amenities and lounges.

ROYAL BRUNEI AIRLINES customer review :  26 January 2010 by D Walker   (Australia)

AKL-BNE. Paid for an upgrade at checkin for 275.00. Used QF lounge at Akl. Cabin crew nice and attentive. Food nice and lots of it. Bathrooms kept clean. Entertainment system also worked fine although a touch dated.

ROYAL BRUNEI AIRLINES customer review :  20 January 2010 by N Stewart   (UK)

LHR-DXB-BWN-BNE-AKL return. I paid a fairly cheap fair and received value for money service, but it does not compare to other business class packages. Food choice limited, no alcohol of course, and tired aircraft with bits failing to function in the cabin. One of my armrests was loose/broken. Staff smart and friendly onboard, less so at airport in Brunei where it is laughable to call it an international airport. Big bone of contention to take duty free off passengers in Brunei and blame Australia even if the passengers are in transit and will also be in transit in Australia. This needs to be sorted out or better explained. Will I use them again - only if I have to, and probably not.

ROYAL BRUNEI AIRLINES customer review :  20 January 2010 by Au Kah Kay   (Singapore)

SIN-BWN-SIN economy. The aircraft was an A319. Both outbound and inbound journeys were over- booked. The check-in staff in Singapore and in Brunei were asking passengers to volunteer to go on a later flight. The cabin space was rather cramped in the single-aisle aircraft. On the 2-hour flight to BWN, a decent lunch of curry was served. Otherwise, Royal Brunei is a no- frills airline that will get you to Brunei safely.

ROYAL BRUNEI AIRLINES customer review :  31 December 2009 by W Partington   (UK)

LHR-BNE-LHR with no delays. As comfortable as other airlines we have used, staff were pleasant, food good. My seat back tv did not work, and this was a problem for a number of passengers - as I was travelling with my wife I was able to swap seats when I wanted.

ROYAL BRUNEI AIRLINES customer review :  30 December 2009 by Donna Mulligan   (UK)

LHR-PER. We were fed and watered constantly and the food was tasty. Inflight crew were great. Lots of films to watch on demand. On the way back we had a 5 hour layover in Brunei and decided to do the city tour - costs about £15 for a 2 hour trip and was fantastic. Just go to the desk as you go into the lounge when you exit the plane. The staff walk you through immigration straight onto your bus. The guide takes you around the city, Mosques, the Water Village and the food market. If you get the chance do it - as the airport in Brunei has very little to do and virtually no shops to keep you entertained. Don't be tempted to buy any spirits in Dubai - they will let you take then to Brunei but its Australia that will not allow you to take into the country. We had ours confiscated when boarding the plane to Perth.

ROYAL BRUNEI AIRLINES customer review :  24 December 2009 by Daryl Smith   (New Zealand)

AKL-BWN-HKG return, transit BNE plus overnight BWN going up, short transit BWN returning. Very cheap fare. Food as good as other airlines. Cabin attendants okay. B767 good seat layout, 2-3-2, for couples - can’t get locked in. One hour late out of HKG but caught up on transfer at BWN. Not convinced that religious impositions are appropriate on a commercial operation. BWN airport small with rather limited (as expected) and expensive duty free selection. Rather smelly and tired toilets in basement. Can’t understand why airports implementing universal security standards are required to aggressively re-check transit passengers who remain airside with only hand luggage and no access to non approved purchases. We lost one liquid item ex HKG duty free, fortunately low value. Would recommend if $$ the overruling motivation but we wouldn’t use Royal Brunei again. By the time we had wasted holiday time on transit and overnight stops, money on the overnight hotel at BWN and limited our duty free options ex HKG due to the transit stop at BWN, we figure it would be almost as cheap and a whole lot less hassle to pay a bit extra and take a direct flight.