| In December 2019, My wife was travelling with my 3 young children using Royal Brunei Airline from Melbourne to Kota Kinabalu transiting at Brunei. Then with connecting flight (Malindo Air Kota Kinabalu to Kuching. No Notification of flight delay We were only told of flight delay till 2130HR (vs original departure at 1845HR), after waiting in line for 45mins at Melbourne Airport to check in. We would appreciate if the airline could send us an advanced notification about the delay but NOT upon check in. We have arrived in Melbourne airport by 1520HR. Having the young children to wait at the airport for 7 hours till departing time 2230HR, without any assistance extended was not a good experience. Making matter worse, we were declined our request for a simple meal arrangement. This was not a very considerate and responsible gesture – as you can tell the delayed flight hour had passed the dinner time and we didn’t request for anything unreasonable. Poor arrangement on Connecting flight: We repeatedly express our concern of how this delay would impact our connecting flight, ground staff reassured us that the delay will not affect the connecting flight to Kota Kinabalu. She affirmed that the flight will definitely wait for my family to connect to Kota Kinabalu as many passengers were transiting as well. It was obvious enough, from frequent traveling experience, having 30mins time to transit was quite impossible but we were once again reassured that we could make it. As expected, my family missed the connecting flight. My family was stranded and had to wait for the next available connecting flight to Kota Kinabalu at 2330HR on 11/12/2019 (vs original flight at 0030HR on 11/12/2019). As a result of above delay, the connecting flight from Kota Kinabalu to Kuching were forfeited, costing us extra expenses to purchase a new flight ticket. When venting our frustration with Brunei Airline ground staff, the lady tried to reassure us that they will try to help to get a reasonable reimbursement and even attempt to negotiate with Malindo air to reschedule a connecting flight from Kota Kinabalu to Kuching. My family were then quickly shoved onto a bus full of other waiting passenger to a complimentary hotel and asked to wait for the update but no phone calls or follow up message received. When we called up the next day, the airline staffs denied any arrangement or promise being made, and deterred all responsibilities. No apologies made. We were feeling helpless. The original trip was supposed to take only 1 day to reach the final destination but the whole journey was prolonged to 2 days in the end. Sadly, there was no empathy or service assistance throughout the whole journey, which made it even more painful to travel.