Royal Air Maroc

Revdex.com: At this time, I have not been contacted by Royal Air Maroc regarding complaint ID [redacted] Sincerely, [redacted]

Revdex.com:At this time, I have not been contacted by Royal Air Maroc regarding complaint ID ***.Sincerely,*** ***

Dear *** ***:We are responding to you with respect to the complaint that you filed with the Revdex.com.Please accept our apologies for any difficulties that you encountered with the refund of your ticketOur records indicate that the amount of $1,was refunded to your account
following the cancellation of your ticket JFK/CMN/ABJ/CMN/JFK scheduled for departure from JFK on November *, Kindly revert to your credit card company for any discrepancy in the amount that was credited to your account.We hope to have the opportunity to welcome you on a Royal Air Maroc flight in the near future.Sincerely,*** ***

Revdex.com:At this time, my complaint, ID [redacted] regarding Royal Air Maroc has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Please see attached the Bank statement in reference to my complaint.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted]:Thank you for your reply.Kindly provide us with a copy of the actual credit card statement pertaining to the refund for our review. Thank you for your cooperation.Sincerely,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]

Revdex.com:
At this time, I have not been contacted by Royal Air Maroc regarding complaint ID [redacted].
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I reject this response full of lies and dishonesty.As you can see a copy of my cc statement, I received the amount of $1,221.02This is the copy:                        7/**/2014Airmaro Usa T 75Paris Credit -Posted: 10/**/2014Reference Number: [redacted]Category: Airlines($1,221.02)7/**/2014[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I've had a terrible experience with Royal Air Maroc last month! I found the forum as I'm searching for the dollar limit for lost luggage reimbursement. I flew from JFK to Madrid with a layover in Casablanca. I was told it is checked to my final destination but it never arrived! I checked both airports twice - nothing in their lost and found closets. I think the lady at the JFK check-in stole it because as I transferred a bag of clothing from my carry-on into my checked-in bag (my carry-on was too heavy), her eyes were all in my bag - and when I arrived back to New York a week later, I was told that there is NO RECORD of my bag! The 800-customer service line never called me after creating a ticket in Madrid - until I went on Twitter and blasted them - on their twitter account and Direct Message. That is the ONLY way I got a response - I had to tweet both in Morocco and NYC to get a phone call. I emailed everyone I could find on the board of JFK and filed a report with the Port Authority. My attorney asked them to retain video at the counters - I was ignored. The 800 number wouldn't give me the airline's JFK manager's name and extension, and they're never at the counter unless a flight is taking off, which is when I'm at work. This has been a NIGHTMARE experience and I highly recommend selecting ANOTHER airline, regardless of how cheap these prices are!

Review: I bought a ticket for my brother for the [redacted] of August 2014, originating from Lagos, Nigeria to New York, US. (Booking reference: [redacted]).

A few days after I made that reservation, I called Royal Air Maroc (RAM) to inquire about the flight when their representative informed me that I needed to be physically present at their New York office to book a flight originating from Africa, since it's impossible to book such flights online. I checked my bank account and at that time there was no posted bank transaction for this reservation. More-so, I reside in Atlanta GA, and I was not going to travel to NY to book a ticket so I decided to buy another flight with a different airline.

Later on RAM posted a transaction to my account. I called customer care to explain what happened and to be given a refund. However,I was told that whoever could help was not available and I should call back the next business day.

Well this begins the journey of a very frustrating and disappointing experience with Royal Air Maroc. First of all, I have wasted hours of my time waiting on hold for someone to answer the phone. Each time I got someone, they always had various versions of the same story "the person who can help is not available, call back later". I asked for a case file to be created for me so that they will be able to keep track of my situation but they did not.

Almost a month after, I was able to get on the phone with someone who said he created a claim. He informed me that the people in charge of the claim will contact me within 10 business days. I asked for a reference to the claim in case I needed to contact the airline beforehand, but he said there was no reference number and that I will definitely be contacted. Well, I was not contacted by Royal Air Maroc. I called to inform them but the representative raised his voice at me saying they will contact me. I insisted to speak with the manager and they told me he only spoke Arabic, Portugese and some other foreign language. Another representative told me to send an email to [redacted]. I sent two emails and got no response. Another representative told me to contact [redacted]. I did and no one contacted me back. I called again and they told me I had to wait, because that was what the "people" in charge said. I asked to speak with the "people in charge" and was told they had no means of connecting me to those people. I called again yesterday they told me their system was down.

It's always a never ending story of excuses with this airline and I believe it's their trick to keep tossing you around until you are weary and give up on your money. They are trying to rip me off of my money. Their customer service has been the most inefficient service I have dealt with in my entire life. It is 3 months and 1 week sine this incident started and up till now I have not gotten any feedback from RAM. I have been extremely patient and now I am fed up. Remember that misleading information from their representative got me into this position in the first place.Desired Settlement: Even though the policy on my ticket only allows 80% refund, for all the trouble and wasted time, frustration, and stress I have dealt with I request a full refund (both as compensation for all the trouble and simply returning my hard earned money back).

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Royal Air Maroc has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: While serving as Peace Corps volunteers in Benin, my husband and I purchased airfare on Air Maroc from Cotonou, Benin to New York for August **, 2013. We paid in cash since credit cards are not accepted by the Cotonou ticket office. Due to a change in circumstances, we ended up flying home on a different airline before August [redacted], using tickets which were purchased by Peace Corps on our behalf. We have contacted Air Maroc's offices in Cotonou and New York multiple times to resolve this issue, and have been offered no resolution. Air Maroc's policy is to "provide a refund within 20 days of receipt of a complete refund request for purchases made by cash or check." However, Air Maroc has refused to issue us a refund in US currency at our current address, and insists that we must authorize a proxy to collect a refund in person on our behalf in Cotonou. This person would then have to exchange the cash, deposit it into a personal account, and transfer the money to us at our expense. This is impossible for us to arrange, as we have discussed with Customer Service.Desired Settlement: We would like a refund check drawn on a US bank, for the full amount of the airfare (516,300 XOF per ticket, for a total of 2,136 USD for both tickets).

We would not like to receive a credit for airfare, as we have no plans to travel in the near future, and will never fly again on Air Maroc regardless.

Consumer

Response:

At this time, I have not been contacted by Royal Air Maroc regarding complaint ID [redacted].

Sincerely,

Review: My husband and I received a travel voucher from Royal Air Maroc for a flight which was severely delayed during our honeymoon last fall. The voucher must be used within one year. However, after numerous phone calls to the [redacted] Office and the 1-800 Call Center, I have not found a single person that can tell me how to use this voucher. I've been informed that I must visit the office in [redacted] to redeem my voucher. However, we live in the [redacted] and flying to [redacted] to use the voucher is not feasible for us. The [redacted] office states that they can do nothing to assist me in redeeming my voucher.Desired Settlement: I wish to speak with someone over the phone who can assist me with using my travel voucher to purchase a ticket for a flight in September.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Hello I recently made a round trip with Royal Air Maroc from Albuquerque New Mexico to Cameroon in Africa and Back. On my return flight, there was a delay in Casablanca for the take of and the flight arrived late to JFT New York and before I could go through baggage claim and Security Clearance and Immigration, I missed ma next flight to Albuquerque. I Called Royal air Maroc about getting me a rescheduled flight and nothing was done. I had to pay a flight out of my pocket.I would like to file a complain agains Royal air Maroc.Desired Settlement: I would like Royal air Maroc to refund my money for an uncompleted journey and also if possible compensation for any inconveniences causej as a result of the delay.

Consumer

Response:

At this time, I have not been contacted by Royal Air Maroc regarding complaint ID [redacted].Sincerely,

Review: I booked a flight with this airline on May **, 2014 to fly from Lagos Nigeria to Sao Paulo Brazil to leave on June **, 2014. When I went to take my flight that morning I found that the airline had cancelled my flight and refunded my money. They did this without notifying me by email or by phone. Before they cancelled the flight I had received a confirmation email with a booking number.. Because of this I was left stranded in the airport with non choice but to buy a last minute ticket at almost twice the original price. I have tried several times to contact them to no avail.Desired Settlement: I would like to be refunded the difference in the ticket price.

Consumer

Response:

At this time, I have not been contacted by Royal Air Maroc regarding complaint ID [redacted].

Sincerely,

Review: I bought 4 round trip ticket to travel from jfk to cmn because it was the shortest flight time since we have 2 kids it would have been perfect. Instead this turned into a nightmare after 2 plane departures that were cancelled and numerous delays I arrived at my destination 5 days later 7 pieces of luggage missing and no stroller for my son so we carried him the whole time. I missed my connection flight back and nothing was done to help with that. I bought tickets out of pocket. Spent a total of 32 hours chasing my bags in different airports and still missing 3 suitcases. Worst worst mistake of my life. This company needs to be sued to be stripped of the right to transport passengers as they are probably in violation of rules and regulations.Desired Settlement: I need an apology and a refund for all expenses including new airline tickets I had to buy for my connection ,hotel stay, and transportation. Total was 950 for all 4 passengers that I had to pay due to their cancellations and delays on and after 10/**/2015 for at200.

Consumer

Response:

At this time, I have not been contacted by Royal Air Maroc regarding complaint ID [redacted].Sincerely,[redacted]

Review: I traveled on May **, 2015 on Royal Air Maroc flight from Abidjan to JFK. Upon arriving to JFK, one piece of luggage was missing. The baggage claim agent at JFK told me I couldn't file a claim for missing baggage because the computer system was down , but through follow up calls on my part I was told that the luggage was handed to [redacted] for delivery at my residence in PA. I was given a [redacted] tracking # of the parcel. Apparently [redacted] lost the luggage in transit. [redacted] asked me to fill out a claim form for compensation and I did. [redacted] later told me that the claim for compensation has been successfully processed and the check was remitted to Royal Air Maroc on July *, 2015, so I were to follow up with Royal Air Maroc to get that compensation check issued to me.

Numerous attempts to contact Royal Air Maroc over the phone have remained unsuccessful because Royal Air Maroc is not returning my calls. On July **, I went to seek Royal Air Maroc at JFK. I spoke to three agents at JFK. They all advised that I call Royal Air Maroc agency in [redacted]. I left several messages at the [redacted] voicemail. The agent called me once to hear my complaint again and to tell me the JFK agents are working on my case and they will call me shortly. Nobody called. The [redacted] agent also gave me a phone number for the JFK agent. I called that number several times and it went to voice mail every single time. That number is ###-###-####.

The phone is not manned by humans. There is a recording asking you to leave a voice message stating your claim number and someone will call you back. Again, I have called that number several times and left voice messages. I have yet to receive a return call. I went to their website and filled out an on-line complaint form. That too remains in the air.Desired Settlement: I would like to receive the compensation check for the missing luggage ASAP. I would like to file a claim and receive reimbursement for my trip from PA to JFK on July **.

Review: On July [redacted], 2014 I bought a round ticket to travel to the IVORY COAST(W. AFRICA) for the amount of $1,621.00Because of medical reason I had to postpone my trip. I asked for a refund. The customer service told me that I supposed to get back $1,345.00What I received was less than $1,345.00 I received $1,221.00I'm filing a complaint for swindling. I need my money back.Desired Settlement: I'm filing a complaint for swindling. I need my money back.

Business

Response:

Dear [redacted]:We are responding to you with respect to the complaint that you filed with the Revdex.com.Please accept our apologies for any difficulties that you encountered with the refund of your ticket. Our records indicate that the amount of $1,345.00 was refunded to your account following the cancellation of your ticket JFK/CMN/ABJ/CMN/JFK scheduled for departure from JFK on November *, 2014. Kindly revert to your credit card company for any discrepancy in the amount that was credited to your account.We hope to have the opportunity to welcome you on a Royal Air Maroc flight in the near future.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I reject this response full of lies and dishonesty.As you can see a copy of my cc statement, I received the amount of $1,221.02This is the copy: 7/**/2014Airmaro Usa T 75Paris Credit -Posted: 10/**/2014Reference Number: [redacted]Category: Airlines($1,221.02)7/**/2014[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted]:Thank you for your reply.Kindly provide us with a copy of the actual credit card statement pertaining to the refund for our review. Thank you for your cooperation.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Please see attached the Bank statement in reference to my complaint.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Air Maroc lost our luggage on our way back from Casablanca to JFK on July [redacted]. They gave us a claim ticket [redacted]7 and asked us to call during 1-2PM. I have called the baggage department no less than 20 times and made a connection with Wanda twice, once on Thursday and once today, Friday.

She has been unable to give me any information on the whereabouts of the luggage. Calls to consumer service have proven to be completely ineffective on getting any information. I spoke to a rep named Aymane.

No one has been able to confirm if the luggage even got on the airplane.

My issues are two fold, one is the luggage being lost and two is the dismissive and unresponsive customer service staff.Desired Settlement: We would like a PROFESSIONAL managerial customer service to call us and give us an update on where the luggage is as well as the actual luggage.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Royal Air Maroc has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,Rahul S[redacted]

Review: My luggage was lost June ** in Casablanca. Filed a report [redacted]. I was touring Morocco and was going to be in different cities. It did not appear by Fez and then we had it come to Marrakech - if it got there before we left we would never have known. My tour manager [redacted] was calling several times a day and mostly could not get through. I arrived home on the [redacted]. Called on the [redacted] to get info on filing a claim for contents - got through to Casablanca via your reservation service and the gentleman told me my bag was found and was in Marrakech. Gave him the info to get it sent to my home airport ELP. Talked again to them on the [redacted] and they said the bag had been sent from Marrakech to Casablanca to go to JFK. I called again on the [redacted] - they said it went from Marrakech to Casablanca but would get no further information. They gave me the telephone number in JFK for lost baggage. I've called them twice and they have not returned my call. I have also sent e-mail's through World Tracer and they have not been answered. I have not been able to make lost baggage phone connection since Friday the [redacted] - it keeps timing out. I am becoming really concerned that no one in Air Maroc has any idea where it is now. It may not even been sent to JFK or it's sitting there and he's too lazy to get it transferred to an American Carrier. It certainly hasn't shown up in El Paso. Your customer service for lost luggage is terrible.Desired Settlement: I want my suitcase found again and sent on to ELP. If I can make it from Casablanca to ELP in one day - it should not take the bag a week.

Business

Response:

Dear [redacted]:

Thank you for contacting Royal Air Maroc and we hope you will accept our sincere apology for this mishandling of your baggage and for the resulting inconvenience.

We are pleased to inform you that your bag has been located and will be sent to you via Federal Express Airway bill # [redacted].