✅ Verified Review
| Melbourne to Hong Kong return via Bandar Seri Begawan. Outbound from Australia to Brunei there were just four passengers in Business Class, yet when I submitted my meal preference (not two hours into the flight) I was advised that it was unavailable and asked to choose something else. I accepted that reality at the time and emailed Royal Brunei Airlines after our trip to complain. No acknowledgement or response, ever - nothing. Two years later, and two issues about which I sought to engage the airline. Outbound from Brunei for Hong Kong I was unimpressed by the torn and ragged seat upholstery facing me on the back of the two seats ahead of us. I wrote to RBA about this and another matter. Again, the response was nothing. Six months later I finally manage to drag them into communication, and although the response was ‘professional-polite’, I had clearly become their serial-pest, not a customer deserving of respect. To the ‘other matter’. Upon being called to board the late evening Brunei-Melbourne flight, we followed instructions to proceed to Gate. It turns out that Gate was at the furthest end of one of their new finger piers. We walked down the totally empty pier to its farthest extremity and sat in the boarding lounge. After about 20 minutes, the staff showed up and beckoned us through the gate for a boarding check. We were then directed to walk all the way back along the totally empty finger pier to the terminal hub from whence we’d come, where we found our boarding gate was open and we could proceed onto the aircraft. I asked the airline to explain this piece of silliness. Over a series of responses I was told ‘A lot of international airports require you to walk a long distance’ (perhaps so, but not in order to return to where you started), and ‘RBA does not own the airport and has no control over the airport administration’s requirements’ (a pitiful excuse considering BWN is the primary airport in the nation of Brunei and is the home base for RBA), and finally ‘The Australian government has security requirements that caused this’. I am unhappy because it takes you half a year to drag the airline into communication, you are admonished for not having complained to the cabin crew at the time (the crew had adequate opportunity to notice the cabin furnishing damage but obviously had not), you are lied-to regarding the reasons some particular passenger management action has occurred, you are not a satisfied customer. We have disposed of our Royal Skies membership cards and will not choose to fly Royal Brunei Airlines again.