Royal Air Maroc

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 348 reviews
4/10
4 star Skytrax Rating
Filter Reviews by :
Show
1/10

"my 2 suitcases did not arrive"

(Spain)

Trip Verified |   Cabin staff not very pleasant to me. On arrival at Dulles, Washington, both of my 2 suitcases did not arrive, one containing my clothes and the other full of valuable sentimental belongings for my daughter. Extremely distraught as it has now been over two weeks and no effort is being made to locate them, phoning everyday to no avail, 15 email's all unanswered, no customer service return calls updating situation and 5 separate claims made. I have been without clothes or personal items and still have 3 weeks of stay left.. I am absolutely furious and seems there is nothing else I can do,
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMálaga to Washington via Casablanca
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"customer service has been very poor"

(Nigeria)

Trip Verified | On 24th October, 2023 I checked in my baggage with Royal Air Maroc flight number AT911 (IST - CMN) and AT555 (CMN - LOS) but I was unable to board because I was delayed by the immigration. On getting to Lagos on 2nd November with same airline, my luggage never arrived my final destination. I have since filed a report but the airline has been sluggish about my case. It has really been heartbreaking as the customer service has been very poor. None of the emails I sent delivered. What do I do to get my bag? I'm fed up.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteIstanbul to Lagos via Casablanca
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
6/10

"cabin crew need to do better"

(Nigeria)

Trip Verified | All was ok, but staff cabin crew need to do better with economy passengers. I didn’t appreciate the tone of One of the staff from the Nigeria flight. I just needed water for my baby and I kept saying excuse me, didn’t know he heard me but just didn’t want to answer yet, by the time he answered, the tone sounded like I was disturbing him. I feel staff should use soft tones for passengers. The other connecting flight from Casablanca to London, after I left the flight, I noticed that my child’s seat belt still hung on to me, so I needed to return it. I kept saying excuse me to one of the lady cabin crew who was also chatting with someone else, she didn’t answer, I kept saying excuse me, then she said I will get to you in such a diminishing tone, without eye contact after severally trying to get her attention. Then I had to say and show your belt, that was when she gave me audience with smiles. Kindness and patience should be key for staff and passengers too.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLagos to London via Casablanca
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I will never fly them again"

(United States)

Not Verified | I was flying from Casablanca to Washington after a long 10 day trip. The flight was delayed for nearly 4 hours, but there was minimal communication as to why or when the flight would actually take off. The website stated the flight left with only a short delay and the internal screens updated with the next flight, but we had not even boarded yet. When we were finally allowed to pass through the gate, we boarded busses where we sat for at least another hour. On the flight, they refused alcohol service even after the long wait. The food was awful. The attendants weren't friendly. The worst experience I have had, I will never fly them again
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCasablanca to Washington
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

“staff were completely absent and unhelpful”

(United States)

Not Verified | Dear Royal Air Maroc, I am writing to formally complain about the extremely high ticket change fees, terrible flight service, and overall awful experience my partner and I encountered regarding relocating after the major earthquake in Morocco. We have previously asked for a refund by following the directions on your website; thus far, no one from Royal Air Maroc has not responded to our requests. As you know, on Friday, September 8th, at 11:11 pm local time, a massive 6.8 earthquake struck Marrakech, where we were vacationing. This powerful quake caused extensive damage across the region. For safety reasons, we had to relocate from Marrakech to Casablanca on Sunday, September 10th, to catch an earlier flight home. We were initially scheduled to fly Royal Air Maroc from Marrakech to New York on September 14th, flight number AT0202. Due to the earthquake, I contacted your team to change our flight to depart Casablanca on September 10th instead. While I appreciate accommodating this change, I was utterly shocked to be charged an exorbitant $2,321.09 change fee. Given that this unforeseen natural disaster forced us to alter plans, such excessive fees seem highly unethical. I request an immediate refund of the full $2,321.09. Customers should not pay penalties for ensuring safety after a devastating earthquake. Adding to our misery, the service on flight AT0202 on September 10th from Casablanca to New York was abysmal. The plane's bathroom sink was clogged, we could not wash our hands, and the bathroom floor was filthy wet, and slippery. The staff were completely absent and unhelpful, ignoring passenger requests. In summary, between the egregious fees and terrible flight service, this was an awful travel experience. I hope Royal Air Marco will refund the $2,321.09 in change fees and address the cleanliness and service issues on AT0202.
AircraftAT202
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCasablanca to New York JFK
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"refusing to give me my money back"

(United Arab Emirates)

Trip Verified | They canceled my fully refundable ticket because on the pandemic on April 2020 and have been refusing to give me my money back for 3 years and 5 months! Shame on you royal air Maroc.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCasablanca to Istanbul
Date FlownOctober 2022
Ground Service 12345
Value For Money 12345
no
1/10

"the worst service ever"

(United Kingdom)

Trip Verified | My worst flight experience I have ever had in my life since I have been travelling is with Royal Air Maroc. We received the worst service ever. From London to Douala, we did nor receive any of our suit cases. We received them after 5 days. From Douala to London Heathrow, we did not receive our suit cases on the day of travel. We received the 1st 6 bags after two weeks with the goods completely bad. I received a call from the Airline asking me to come to London Airport and collect a bag. Royal Air Maroc caused the luggage delay, as a result, things went bad and they asked me to take a day off work and pay train ticket to come and collect a rotten bag.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDouala to London via Casablanca
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not received a single reply from them"

(Qatar)

Trip Verified | I had the worst experience. I booked my flight in June 2019. Due to covid 19 pandemic, they cancelled my flight and issued a travel voucher claiming that in case of non-use within 1 year, I will receive a refund equivalent to the amount of my ticket (USD 590) upon request. When the time was due, i requested a refund in and within the following 2 years, i've been sending numerous reminders, trying to contact them by phone without any reply. On March 2, 2022, I received an email from them asking for a copy of my IBAN to issue a refund. I sent all the required documents and to the present day (September 4, 2023), I have not received a single reply from them. I kept calling the customer service who always claim that there is nothing they can do except raising the issue to another department. I asked for an alternative and they stated that the department responsible for handling my case is located in their Head Office in Morocco and they have no way for me to contact them.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDoha to Casablanca
Date FlownOctober 2022
Value For Money 12345
no
6/10

"seats in business class are the best"

(Qatar)

Trip Verified | The flight was a red eye which are always stressful on passengers and crew the seats on the RAM 787 in business class are the best I have experienced. I am 192 cm and can lie easily flat. The cabin crew were below average, catering was disappointing though the portions were generous but never reflective to the rich Moroccan heritage except for the Moroccan tea. IFE was awful with a very poor selection of movies, TV and games.
AircraftBoeing 787-9
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteDoha to Casablanca
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"their cabins are terribly maintained"

(United Kingdom)

Trip Verified | I will never use this airline again - the aircraft that they fly to most of their African destinations are fantastically old, filthy and their cabins are terribly maintained. They have a quick turnaround when they arrive at the airport - which means they are punctual. However, experience of my last flight made me realise that they aren't cleaned properly after the passengers have embarked off. So the seats have disgusting left overs, the floor has empty bottles of waters and cans of beer, which makes the already old aircraft so unappealing to sit in. As for the pilots - I am not sure how they are trained. I am a pilot myself, so I can tell when the landing is so so bumpy - when it shouldn't be - since they are coming in at a higher speed than they should be. This leads to an outrageous breaking that makes the whole landing experience so traumatic. The captain who did OK to make us arrive 16.30 on 24th June 2023, was simply awful at the landing. He broke so so hard and inconsistently making passengers unnecessarily uncomfortable, worried and traumatised. I will never fly them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAbidjan to Casablanca
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no