Royal Air Maroc

I had a return flight from LGW to RAK. Both the outbound and return flights were on time and boarding was nice and early so there wasn't a scramble to get everyone on board the aeroplane. On the outbound flight I was given an emergency exit seat which meant I had plenty of legroom. However even on the return flight seat pitch wasn't an issue. The food was poor. I had ordered a vegetarian meal and on the outbound flight it was inedible. The food on the return flight wasn't very good but at least was edible. Drinks were supplied and wine was also on offer. As the flight is only 3h15m I see the food as an added bonus rather than a deal breaker especially as the alternative is to with EasyJet or Ryanair who don't supply any free food or drinks. There was a video being shown during the flight but I spent the time reading so cannot really comment on the entertainment.

Avoid this airline at all cost! Worst flight I have ever taken. JFK to Casablanca - we had assigned seats for the 3rd row and ended up in last row. My wife's seat was broken and overhead lights didn't work. After meal people literally bussed their trays as staff were no where to be found. Flight attendants were inept and surly.

Was due to fly from Marrakech to Morocco to catch connecting flight to Copenhagen. On arrival at Marrakech airport learned that flight was cancelled. No staff available and no information forthcoming. After a while was shepherded into a filthy bus which was in a horrible state with basic safety equipment such as seatbelts and emergency hammers missing. After a hot 3 hour bus ride (A/C not working) arrived at Casablanca airport only to find that airline had not informed of our delay due to their own cancelled flight and s gate closed and flight due to depart. Found an airline rep after a while and miraculously flight dep. was delayed and we boarded. Inflight service extremely poor. Not enough food; not enough drinks and only one service on a 3.5 hour flight with no possibility to buy further. Staff ignorant and disinterested. Toilets filthy and smelly.

Terrible customer service. Travelling in business class connecting via Casablanca because of a delayed onward flight I was forced to change flights and wait there for 24 hours. These things happen fine. A key measure of service quality is how the airline then reacts when things go wrong particularly for premium customers. I have rarely witnessed such complete disinterest. It took me six hours - from 9pm to 3am - to get the airline to rebook me find my baggage and promise me a hotel. The guy who was issuing hotel vouchers then disappeared for hours without explanation or apology leaving myself and 20 others stranded. Eventually I had to take a taxi to stay in a hotel in the city 30km away at my own expense. Upon return to the airport the next day I asked to speak to someone senior to file a complaint and request reimbursement and was waved away. I work for an organisation which flies thousands of professionals in business class with the airline each year - even when made aware of this their level of service remained pegged firmly at zero. A 48-hour nightmare.

I was supposed to travel from Casablanca to London the flight was overbooked the check-in was hectic the staff rude. No solution was offered no compensation. I had to take two flights via Barcelona and it took me 8 hours to get to London instead of 3! The staff were unhelpful and so unfriendly. I will never travel with them again.

Outgoing route - London Heathrow to Casablanca (flight AT 801) Casablanca to Banjul (AT 557) 23rd July 2014 arriving 24th July. Return. Awful service. Entertainment? What entertainment? No radio inflight movie or children's entertainment packs have ever been evident on any of the RAM flights I have been on. Every flight I have taken we have ordered non-dairy vegetarian meals - but they never materialise. This last flight (yesterday) they tried to serve us a family of lifelong vegetarians chicken! The staff refused to believe that vegetarian meals had been ordered - even when I produced the tickets which clearly showed vegetarian non-dairy meals were specified for all 3 of us. Transfer times at Casablanca are woefully inadequate which has always results in our luggage getting a few days extra holiday time without me - and there is always a slight of hand which somehow negates any chance of remuneration. This is an awful airline.

On Aug 24 we get to Casablanca airport at 1am for our 4am flight to find our that it was rescheduled to 8.30am. No prior notice or updates on RAM's website and airport screens still showed 4am at 6am! There was a mob of passengers whose CMN-JFK flights had been cancelled the previous two days trying to get updates from a couple of clueless RAM employees. Concerned that we would get booted off our flight I asked a RAM agent who exactly was getting on the 8.30 flight. She said it was for passengers with confirmed seats on the original 4am flight. Her supervisor later confirmed that I and the other five people in our party had no reason to worry. We sat and waited our turn to check in. When we got up to the counter at 6.30am to our surprise the check in agent said "sorry but we only have 3 seats left!" After some back and forth we were put on the next flight at 5pm. She said because we were the only Gold FFs on the afternoon flight and business class was half empty they would make it up to us with an upgrade. In the meantime she sent us to one of their offices to get hotel vouchers where we could stay for the next 8-9 hours until the next flight. I got up to that office and of course there was another mob and more passenger-staff arguments. I got a chance to briefly speak with one of the RAM agents there and he said there was no hotel availability near the airport and what he could offer us was a hotel downtown (45+ minutes away). We declined and stayed at the airport. When it was time to check in for the afternoon flight the agent at the counter said any ugrades would have to be done at the gate later the gate agent said there was plenty of availability in business and we were the only ones on the upgrade list but that she could not do it - it had to be done back at check in or by the crew inside the aircraft! Nonsense. We get inside the aircraft and of course the head of crew says "we appreciate your loyalty but the upgrade had to be done by the agents." Forget it. We get to JFK we zip through US immigration with Global Entry passes only to wait close to 90 minutes for our bags!

AT206 on Aug 17 CMN-YUL from Casablanca to Montreal delay of over 18 hrs in Casablanca we were not informed of the issue before. Due to their delay I missed my Westjet flight between Montreal to Edmonton I was told in Casablanca to provide them with information about my flight in Canada so they could rebook me with Westjet but when I arrived in Montreal there was no one to talk to from RAM team so I had to pay for my flight on my own. The ground staff were extremely unfriendly and rude to customers. No assistance or information provided all passengers were extremely frustrated. Flight chartered from Euro Atlantic with a 767 in very poor cabin condition.

I travelled to Agadir from Heathrow with a connecting flight from Casablanca. The outward bound journey was fine. On the way back there was a delay. Instead of leaving Agadir at 6.20 we left about 9am. There was only rude unhelpful staff on the desk a woman who made no eye contact and gave incorrect information. Finally got to Casablanca. My friend who was travelling part of the way with me had a delayed flight again and was given no information. We went to the information desk and was greeted by two female members of staff (one was eating something and spoke with her mouth full). She had no information on the delayed flight and said "I will ask my mate" who consequently sat there and smiled and did not speak. We were sent up and down the airport several times waiting for a meal voucher (we had left our hotel at 3.15am that morning. Eventually my friend got a voucher for refreshments about 12 hours later and finally managed to get his flight home about 5pm that day.

AT208 on Aug 2nd CMN-YUL from Casablanca to Montreal Delay of over 6 hrs in Casablanca. The ground staff were extremely unfriendly and rude to customers. No assistance or information provided all passengers were extremely frustrated. Flight chartered from Euro Atlantic with a 767 in very poor cabin condition.