Royal Air Maroc

I flew RAM last December/January but I'm writing only now because I gave their customer service time to follow up on my complaint which never eventuated. We got to Marrakech via Casablanca from Milan but our luggage did not. It was boarded on the following day's flight (because the cargo was full). This meant waiting in line until midnight to fill out a lost luggage form with the airport authorities. No receipt/copy could be produced as the photocopier was outside the Marrakech airport terminal. This also meant I would have no proof of the incident. They gave us the wrong number to call and it was only thanks to our kind hotel manager that we were able to go back to the airport (paying our own fare) to retrieve our luggage. This some 16 hours after our plane had landed (did I forget to mention we had left Milan 3.5 hours late with no refreshments provided). When I got back to Milan I was instructed by the RAM office in Milan to send a fax (in the era of email correspondence) to their customer care office in Prague (RAM does not even fly to the Czech Republic). Which I did on January 19. After countless follow-up emails nothing. I strongly suggest they do away with the 'Royal'.

I lived abroad for 17 years and always used the Moroccan air lines to travel. But I finally decided not to use RAM anymore - bad service horrible staff expensive fares.

Marrakech-London. Cancelled but only after 3 hours waiting around and zero information. Ground staff for Air Maroc incompetent and in some cases rude. Onboard the flight a very tatty B737 food was rather poor. What was disgraceful was the complete disregard to safety standards by cabin crew. I thought the earlier reviews I had read were exaggerating but now know how awful this airline really is. Easyjet next time for me.

CMN-LHR Business Class. Check-in no wait and pre-assigned seat. Spacious lounge. A321 with very slighted faded appearance. Three rows of 2x2 comfortable seats but somewhat limited pitch. Newspapers magazines and champagne after boarding. Drinks and dinner inflight. Cheerful and efficient service. Announcements in Arabic French and English.

We arrived at Gatwick to find the plane supposedly cancelled - apparently nothing new for the Air Maroc flight to Marrakech to be cancelled - what is really meant was that there was to be a 2 hour delay. The service on the flight was extremely poor - my row did not get any food and when we requested it from the air stewards it eventually came with no apology. I waited 30 minutes for a glass of water to take a tablet. The way back to Heathrow was no better. We got to check in very early so we were not sat at the back of the plane - but when we were given our tickets we were at the back on the both our planes (Marrakech to Casablanca Casablanca to Heathrow) - in fact on the first flight we had seats on row 36 despite the plane being a 737-700 with about 26 seats. When we requested to be moved further forward we were told that row 38 on the second plane was at the front of the plane and that the seating configuration was reversed on this plane. After two attempts to request new seats (taking a total of over 30 minutes) we managed to get moved half way up the plane. We were amazed at the rudeness of staff on check in when we requested a seat change. When we got on the plane both planes were only about 50% full!

Dreadful service and communication from this airline. Returning from Marrakesh to Heathrow on with four children we along with 20 other passengers were held for 24 hours in transit at Casablanca. Apparently the airline had double booked the seats. However all our luggage flew with the original plane. No food or hotel was offered. No manager was available. Passengers were completely abandoned.

Terrible service do not fly with this airline. We were delayed for more than 7 hours in Marrakech and were told that there was no plane to take us by some staff and no pilot to fly it by other staff. We were never told why by the Royal Air Maroc staff although we asked repeatedly. UK systems showed our flight as having departed when we were still in the airport to those waiting for us. A further delay of 10 hours was threatened and only narrowly avoided by persistent negotiation with airline staff. The airline did provide food but tried everything they could to avoid it adding a huge amount to the stress. I was abandoned at 3:30am in Gatwick with no way of continuing my onward journey and nowhere to stay. Gatwick information were told by a Royal Air Maroc represeentative at 4 am that passengers should make their own way home. When we landed we were told they hoped we had enjoyed our flight!

Terrible. Worst experience ever. They are not to blame for the weather induced delays but they are to blame for the lack of communication with passengers and the uncooperative disposition of their staff. Due to comment restrictions I cannot elaborate on some of the problems I encountered. But this I can say they forgot to put my name in the passenger name list for the return flight and I had to buy another ticket with another airline. Never fly with this airline!

LGW to Marrakech. Flight delayed 3 hours no information given and no sign of any staff on hand to assist. Once airborne on an old and uncomfortable 737 things didn't improve. Grumpy staff and appalling food. Return flight on time but still an awful aircraft. Only 40 passengers but it took 90 mins to serve a cup of coffee the reason being that half the flight attendants had stretched out over 3 seats each at the back and gone to sleep! Not encouraging if there had been an emergency.

Seems we were lucky to get to Marrakech from Gatwick on our booked flight with our luggage. On the way back flight changed to call in at Casablanca. Wrong check in queue on departure board. Check in 2 hr early still left luggage in Marrakech when we got to Edinburgh with BA from Heathrow 15 hours later. It arrived at our home 2 days later. Seat legroom awful. Poor safety checking of seat belts etc on passengers. No decaf coffee or green tea and no politeness when told so. Very poor information to passengers when delayed in Casablanca for 2 hours for "air conditioning check" and "luggage does not match passengers". Very late lunch had to use own reserve food. Assured we would get connecting flight even half an hour before arrival; but taking 40 min to get to standstill after delayed estimated landing time resulted in a disordered mutiny of passengers trying to get off and panicky staff. Missed connecting flight; no guidance as to how to reorganise for being 2.25 hours late. Don't use them.