Royal Brunei Airlines

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 361 reviews
7/10
4 star Skytrax Rating
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2/10

"not take this airline in future"

(Singapore)

Trip Verified | Poor performance and service of ground staff in Singapore handling the baggage out from the aircraft very late and baggage running in conveyor belt very late. The air steward not happy to serve me more meals but asking others if they need more. I will not take this airline in future.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteTokyo to Bandar seri Begawan
Date FlownJune 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"found out my baggage was missing"

(Philippines)

Trip Verified | Not happy with the service. I arrived at NAIA Terminal 1 August 31st and found out my baggage was missing. Upon arriving at NAIA, I waited at the baggage claim area as usual, but unfortunately, my baggage did not appear on the conveyor belt with the other passengers' luggage. After reporting the issue to your airport staff, I was informed that my baggage had been delayed and would be delivered to my address as soon as possible. I was promised it will be delivered September 2, no update yet. Customer service is not pro active. They are not calling me for the update. I understand that unforeseen circumstances can lead to baggage delays, but the extended delay in receiving my luggage caused me significant inconvenience and disrupted my travel plans.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Manila via Bandar seri Begawan
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
9/10

"Excellent customer service"

(United Kingdom)

Not Verified | Nice leg room. Excellent customer service. Fantastic on-board atmosphere. Good quality food. Variety of entertainment. First time I have flown this airline but it will not be the last.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Dubai
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"a good value option"

(Australia)

Not Verified | We flew three flights from Melbourne to London. This is the standard route for Royal Brunei, they fly approximately 7 hours from Melbourne to Brunei then 7 hours onward to Dubai and then 7 hours to London. This is obviously a few hours longer than a one stop flight. The flight attendants were great and the food tasted fine. Bring your own headphones because the supplied ones are awful. The seats are ok, nothing special. This airline is a good value option.
AircraftBoeing 787-8 Dreamliner
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to London via Brunei
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"Good flight overall"

(United Kingdom)

Trip Verified | Good flight overall. This can be one of the cheaper options to fly from Dubai to London, partly to compensate for the awkward flight times (very late night/early morning, in order to line up with the onwards journeys to/from Brunei using the same aircraft) and limited frequency (currently only flies thrice weekly). The airline is 'dry' (does not serve alcohol) which can be an advantage in the sense of avoiding 'air rage' incidents caused by drunken passengers. Priority boarding for 'reserved seats' was adhered to. Two hot meals of good quality were served in the flight (the first was a slice of pizza served 40 minutes after take-off; the second was cooked breakfast 2 hours before landing), and an amenity kit (containing an eye mask and socks) was provided to economy class passengers. Inflight entertainment has a lot of options but is not easy to search and navigate and the quality of the sound from the headphones is low. Despite being the very first flight of the day to land at Heathrow Terminal 4, our luggage took almost an hour to arrive (this is the airport's fault, not the airline's).
AircraftBoeing 787-8 Dreamliner
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDubai to London Heathrow
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"Chaotic boarding at Brunei airport"

(United Kingdom)

Trip Verified | Chaotic boarding at Brunei airport, even though this is the airline's base and hub. Wifi doesn't work in the departure lounge and toilet facilities are old, wet, and needing refitting. Very limited options to eat and more shops were closed than open even though it was still early evening (before 7pm!) Priority boarding for Reserved Seats was not offered, even though it is advertised. They seem to struggle to be able to manage the boarding of large widebodied aircraft flights given the small size of the airport. Onboard the experience was fairly decent. Only one meal was served on this flight lasting almost 8 hours, as they presumed most people would sleep. No amenity kit was provided, though blankets and pillows were at each seat. Free toothbrushes offered in the economy class toilets. Cabin crew were well-trained, hardworking and polite. This airline is consistently sent to the far D gates in Dubai airport, entailing a long walk for passengers on arrival.
AircraftBoeing 787-8
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBrunei to Dubai
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"Great flight from start to finish"

(United Kingdom)

Trip Verified | Great flight from start to finish. Online check-in worked but without the facility to print a boarding pass at home. Ground staff were polite, although there was some problem with the ticket when checking in at Kuching airport which took a long time to resolve (the ground staff even rang Brunei for assistance). A light meal (sandwich) was served on this short flight. No headphones were distributed even though the aircraft had individual entertainment screens at each seat.
AircraftA320neo
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKuching to Bandar Seri Begawan
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"Unpleasant check-in experience"

(United Kingdom)

Trip Verified | Unpleasant check-in experience, which really spoiled the overall experience more than anything else. First of all, online check-in failed repeatedly and no help was forthcoming from the email address that the airline’s website FAQs directed questions on online check in errors to. (To this day I have never received a response to my email). Their online check-in system seems to be fundamentally broken since resumption of operations post covid. Therefore I went early to the airport (3 hours ahead of the scheduled flight time) for manual check-in but found a long, poorly-managed queue. The ground staff to whom Royal Brunei have subcontracted ground operations at Heathrow Terminal 4 were surly and disinterested. The particular lady who handled our check in was rude, asked the same question 3 times (because she wasn't paying attention to our answers or to her job) and was instead casually complaining to her colleague about not wanting to work overtime right in front of us, rather than just getting on with the task at hand. (It’s very unprofessional to discuss work gripes in front of customers whom one is supposed to be attending to at that moment). Priority boarding for Reserved seating was honoured, though you have to listen carefully for the rushed announcements or you'll miss the very short window given for priority boarding. Additional leg space for the Reserved seating was good, making the journey more comfortable. The flight took off almost two hours late, though the exact reason for this wasn’t made clear to passengers and we had to wait on board during the delay. Cabin crew were very polite and helpful, though overall the standard of service on Royal Brunei has declined compared to a decade ago. e.g. no amenity kits were provided for this flight, and only one meal was served on a seven and a half hour flight (LHR to DXB). It was tasty but the portion size was on the small side. Free snacks were available at the rear galley for those who went to get them, but the cabin crew almost never came round with drinks except once with the meal service. However, they did always respond attentively to calls and were friendly and efficient. The condition of the aircraft is very good. Complimentary toothbrushes were provided in the washrooms. Blankets and pillows provided for all seats. The entertainment system had a wide variety of options though some were quite obscure and the system is not easy to navigate or search through. Headphones were not distributed from London and I had to ask for them. They didn’t actually carry enough headphones for all passengers on this flight , which is shocking. Quality of the sound from the airline-supplied headphones was poor.
AircraftBoeing 787-8
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to Dubai
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"Good on-board service"

(United Kingdom)

Trip Verified | Priority boarding for Reserved seats was not honoured during boarding in Dubai, despite this being an advertised perk of paying more for such seats. The result was a rushed boarding experience. Good on-board service. Polite and hard-working cabin crew. 2 hot meals served and free snacks available from the galley during the flight. Luggage took a very long to come out on the conveyor belt at Brunei airport despite ours being the only flight to have landed at the time, and this being Royal Brunei's hub!
AircraftBoeing 787-8 Dreamliner
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDubai to Bandar Seri Begawan
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"a decent experience"

(Singapore)

Trip Verified | Overall a decent experience with Royal Brunei and I would fly with them again. There was no sign of any of the horror stories that some other reviews talk about. The cabin was clean, crew were helpful and friendly, food was good (especially the warm croissants for breakfast) and IFE choice was enough for a 14 hour flight (although more language / subtitle options would have been appreciated). The biggest highlight was an overnight layover in Brunei in which we breezed through a really easy-to-navigate airport and spent a comfortable night in a hotel.
AircraftBoeing 787 / A320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to Singapore via Brunei
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes