Royal Air Maroc

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].

Review: My name is [redacted] My uncle purchased a round trip flight ticket for me from Marrakesh to New York and new York to Marrakesh.

on July ** is the return date I got to Casablanca on July ** the canceled the flight to Marrakesh with out notice a we were at the gate.

we told the next flight to Marrakesh is 5:45 PM. I was setting @ the gate from 7: 30 AM to 5:45 PM with no food no drinks No word from any Representative of royal air Maroc.

When my self and other passengers made attempt to find out the reason we were told because the using the flight to transport other customers that came from Omra ( Saudi Arabia). there is nothing they can do for us , just have to wait. if you don't like it find others means to get to Marrakesh in your own3Desired Settlement: The out come is for the air line to adhere to the rules and regulation and the standards of customer service set by the aviation industry.

witch they failed to do with me bad services, bad and rude staff who care less about the customer. I would like a refund for the invalid cancelation and for my wasted time I spend and the gate more then 10 hours.

Consumer

Response:

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

Review: I would like to file a claim for a fraudulent activity against Royal Air Maroc for the amount of . I have requested a refund for my purchase due to suspicious activity that was conducted during the transaction. The following are the reasons for which I believe that this transaction is fraudulent:

1. The price that is shown on my billing is not the same as the amount that is on the receipt that was e-mailed to me.

2. The airline requested that I respond to an e-mail with personal information - a photo of my credit card and passport. It stated in the e-mail that if I did not respond by 1800 of October [redacted], then the tickets would not be valid.

3. The tickets do not exist for passengers "Kieu Dung Thi Tran" and "Raymond Huynh" when searched for on their online database.

Reasons 1 and 2 show an inconsistency with what I believe I should have been charged and what I was actually charged. This inconsistency raises the question of the legitimacy of the purchase and whether or not I actually receive what has been sold. Reason 3 raised a serious concern that I was dealing with an illegitimate business that would request that I send such secure and private information through an insecure medium such as e-mail without any guarantees of protecting this information. A legitimate business such as Citi Bank has warned their customers to never provide such information if requested via e-mail and this request is proof enough that this business runs with little integrity and is enough justification for this being a fraudulent transaction.

I have since reached out to their customer service department. None of the representatives were willing to listen, help or transfer me to an immediate supervisor to resolve the issue in question.

The first time that I called Royal Air Morac, I spoke with Maryen B[redacted] who stated that she would raise my concern with their financial officer. She requested that I call back in 30 minutes and made a note in my account that I would follow up. I called back 30 minutes later to have the phone answered by a very rude woman who would not listen to my case. She did not try to understand the situation about the price inconsistencies and told me to respond to the fraudulent e-mail despite the fact that per Attachment B, the tickets should have been invalidated at this point in time. When I asked to transfer to the Maryen B[redacted], she claimed that this person did not work there and refused to transfer me to a supervisor.

I tried very hard to help them understand the situation and have not received the credit back for this purchase yet. The reasons listed above raise a very serious personal and national security concerns for me and this business needs to provide the credit back to my account for such lack of integrity and fraudulent activity conducted throughout this transaction. In my decade as a loyal Citi Bank customer, I have never come across a more blatantly fraudulent transaction and would appreciate any help to have the amount refunded back to my account. $3756.12Desired Settlement: I would like the purchase refunded and credited back to my credit card statement. I have since filed a case with Citi Bank.

Review: I am currently deployed while dealing with this issue. On August [redacted] I flew to my scheduled destination in Nouakchott(NKC), Mauritania. My bag did not arrive from Royal Air Maroc so I filed a claim with clan number [redacted]. On the world baggage tracer it states my claim on the [redacted] of August *015. Since then I have returned to my origin of [redacted]. Since the initial claim I have called Royal Air Maroc over 30 times. In the beginning I was told the bag was located and sent from NKC to Catania on ** August. Throughout that time I have continued to call and receive different information. One day I will be told my bag is in transit, the next day I was told my bag was never found. Finally I called on ** August and was told my bag landed in Catania on ** August. I went to the airport on ** August, * September, and * September. All three times I was told my bag never arrived. And again when I call royal Air Maroc, I am told within the same day on separate calls my bag is still in transit, or my bag is in Catania. When I ask for the email the Catania has sent to them in regards to the arrival of my bag, I am told ny Royal Air Maroc that they do not have the ability to email me the documentation. I believe my bag, containing two full business suits and shoes along with more clothing is lost. An I believe Royal Air Maroc is not giving me any assistance to this matter. When I ask for a supervisor I am told the supervisor can not help. When I question more about my bag, or proof of arrival I have been hung up on. I have emailed Royal Air Maroc, through the World Baggage Tracer website three times and have not received a response. Another co-worker on the same flight received his bag on ** August, all the clothing was ruined due to water exposure and mold.Desired Settlement: I wish for any proper information on the location of my bag. I would like Royal Air Maroc to return my bag or reimburse me for the loss of my bag and if damaged, reimburse for the damaged clothing. I would also like to be emailed in this matter as I am deployed.

Consumer

Response:

At this time, I have been contacted directly by Royal Air Maroc regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I received my luggage to which my clothing was destroyed. I was not able to receive a report from the airport and Royal Air Maroc did not inform me until I called as to what information I needed to claim for damaged luggage.

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

Sincerely,

Review: In September, I booked an 11/**flight for 5:35 am from Marrakech to Casablanca, as it would get me into Casablanca at 6:15 am. I needed this early flight as I had previously booked an international flight on Air France from Casablanca back to the USA (through Paris) that departed at 7:30 am. On 11/**, I received a voice mail message on my USA home answering machine, in French. My outgoing message clearly stated in English to email me in case of an urgent matter. No one emailed me. Late on 11/**, I retrieved the message from Royal Air Maroc. I don’t speak French, so it took me an hour to get someone to translate it. The person translating was unclear about the message, as it didn’t appear to specifically state my flight had been cancelled. The person who translated the message suggested I call Royal Maroc. Whomever left the message from Royal Air Maroc, did NOT leave a phone number. I was able to find access to the internet to retrieve the phone #. I called it, and the person who answered said no one spoke English. I was able to find someone again to speak to the agent in French, and the Royal Air Maroc agent said everything was confirmed for the flight. I didn’t believe it, so I called back again. This time the agent told me the flight had been cancelled and that I had automatically been put on a later flight. The later flight would not work because I would miss my international flight due to a much later arrival in Casablanca. This agent put me on hold to see what my options were, and she never returned as I remained on hold for more than 20 minutes. I hung up and called back again. The 3rd agent confirmed the flight had been cancelled and I had been placed on a later flight. I again explained I couldn’t take the later flight because I had an international connection at 7:30 am. He said he couldn’t do anything. At this point it was getting pretty late, and I had to make a decision about getting to my international flight out of Casablanca. I opted to take a shuttle from Marrakech to Casablanca at a cost of 1350 MAD + 75 MAD ATM fees. Royal Air Maroc owes me 1425 MAD ($178) for this diversion, not to mention an apology for (1) notifying me less than 12 hours before my departure, (2) leaving a message in French on an answering machine that clearly states to NOT leave a message but send an email, (3) my time having to continuously call Royal Air Maroc and getting different answers, and resolving an issue that was created by Royal Air Maroc.

If needed, I can send the following information in attachments: (1) my Royal Air Maroc flight schedule, (2) International flight schedule, and (3) invoice for shuttle. I also have the French VM message that was left for me. That can be emailed as well if needed, just let me know where to email it.

I have contacted Royal Air Maroc 3x - 12/**via email, 12/**with a letter, and 1/**with another letter. I have not received any response.Desired Settlement: Reimbursement of $178 USD.

Consumer

Response:

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

Sincerely,

Business

Response:

Dear [redacted]:

We are responding to you with respect to the complaint that you filed with the Revdex.com.

Review: I purchased a ticket in june to go to Morocco in the month of july. However, I found out I couldn't make the trip since I was ill at the time. So , I called RAM to cancel. I was charged $300 to cancel the ticket , and was told that I would be reimbursed in the next week or 2. It has been a month , and RAM has not reimbursed my ticket . I called today ( the hold , as usual , was between 30 to 45 minutes) . When I was able to speak to representative, I was told that to expedite my claim, I should be sending an email to I don't know whom, and that do I want the email address or not. When I asked to speak to a [redacted] , I was told that he would give me the same answer. When I insisted , I was told that he didn't speak English. I told the representative that I can speak to him in Arabic, French or even Spanish , but that I needed to speak to a [redacted] who can help resolve this issue that is costing me money , time, and a lot of frustration. I was put on hold for 30 minutes. The representative came back only to tell me that the [redacted] could not/did not want to speak to me , and that she spoke to him and he told her that I didn't have any option , but wait . This has been the most frustrating , the most disgusting, the most awful exchange I have ever had with a company. I travel a lot all over the world, and I am appalled by the terrible service and lack of respect RAM has for its customeDesired Settlement: 1. Refund me the $ 300 I was charged because a business that treats its customers this way should not be penalizing them for cancelimg a trip for reasons beyond them

2. That RAM reimburses me for a ticket that should have been reimbursed more than a month ago

3. That RAM as a company reviews its practices when it comes to customer service and conflict resolution because it will lose its more loyal ones when they are better treated by other competitive airlines .

Business

Response:

Dear [redacted]:

We are responding to you with respect to the complaint that you filed with the Revdex.com. We were sorry to learn that you were not feeling well and do hope that this e-mail finds you in good health.

Please accept our apologies for any difficulties you encountered when contacting our Call Center. We are pleased to report that our records reveal that the refund for your ticket # [redacted] has already been processed.

Regrettably, we are not able to comply with your request for a refund of the penalty charged as the fare that you purchased does not have any provisions for cancellations due to illness.

We are sorry about the inconvenience that you experienced in this matter and apologize for what you may perceive as any shortfalls in our Customer Service. We look forward to having the pleasure of welcoming you on one of our future flights.

Sincerely,

a lot of people are having a bad experience with this company. They cancel the flight without telling people anything. They have no representative who answer people questions. They are conducting the business as they are still in [redacted].

They think that they are above the law. Someone needs to do an investigation.

Review: Complaint - Flight #[redacted] to [redacted]- [redacted] # [redacted]

My Booking Reference Number is [redacted]. I was supposed to fly to [redacted] on Royal Air Maroc, and flight was supposed to arrive at 6am on April [redacted]. The flight was cancelled and no one explained why this happened. I am not feeling well, and I needed to go and see my wife who is admitted at the hospital. Because of how you treated me, I ended up not getting to [redacted] until April [redacted]. My medication that I need to take daily was in my luggage, and I got to [redacted] today, only to find out my 2 luggage were not on the flight. I have to go another day without my medication. No one would help us and explain anything and my wife has now passed away and I didn't even get the chance to speak to her!

I'm demanding compensation immediately, and this can be in the form of enough [redacted] Miles that can get me to back to the United States. I hope I hear from you soon. ThanksDesired Settlement: A complete refund, a echelon or enough [redacted] Miles for an award ticket deposited in my account

Consumer

Response:

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

Review: On August [redacted]2013 I booked a round trip flight from JFK to Casablanca, Morocco. Upon arriving on December **I noticed that my luggage was damaged (the cost of the bag was $100). Since I arrived early in the morning, there was nobody in the office to assist with this matter. My return flight was scheduled to leave Casablanca on December **at 5:25 PM Casablanca time and arrive in New York at 4:30 PM however the flight did not take off until after 7:30 pm and did not reach JFK until 8 pm forcing me to miss my 8:01 PM train from Penn Station, NY to Union Station, Washington DC. As result of the delay, I was forced to forfeit my train ticket ($49) book a rental car ($178.33) in order to drive back to Virginia. I was forced to pay for tolls and gas ($82). Between the broken bag and late flight I have absorbed $491 other than the stress associated with driving back to Washington on a horribly foggy night after a 8 hour flight. I traveled to Morocco last year via RAM and the return flight was also delayed forcing me to forfeit my train ticket and rent a car however I overlooked the matter.Desired Settlement: Compensation in the sum of $491 to cover the cost of the damaged bag, train ticket, rental car, fuel, and tolls.

Business

Response:

Dear [redacted]:

Review: I bought ticket online. The price was 1870.96 $c but I was charged 1920.33 $c. I contacted them by email and they asked me to send them some information. I sent them all the information and they confirmed that they will refund me the difference soon (this email was recived at ** July 2015). Until now (november *) more than three months I did not receive the difference. I sent them an email to remember them but no answerDesired Settlement: I want royal air maroc fulfil his promise and refund me the différence.

Consumer

Response:

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

Royal air Maroc by far is the worst nightmare in the flying business. My flight was canceled and after along trip from Vegas , they didn't even bother to inform me or their agent that iv purchased the ticket from . She isn't prompt or professional . She doesn't answer her clients phone .

Review: I flew from BEY to Casablanca to JFK on flight [redacted] . My lugagge that have my wedding cloth get lost. I have been calling the company on many occasions : either getting false information or nothing at all. absolutely no honest or effort to find out what happen to my suitcase. My wedding on hold til we get our suitcase back.

My Flight detail : Flight Details : [redacted] : BEY / CMN / JFK

My Claim number is [redacted]Desired Settlement: 1500 dollars for lost suitcase that have valuable cloth and my wedding jacket. We are in limited budget and one of the main reason to travel abroad is to get few nice things for my wedding. So now get lost.

Review: On Monday, January *, 2014, I purchased a one-way ticket on Royal Air Maroc for 180,000 Naira in cash at the Victoria Island office through a female agent by the name of [redacted]. The ticket was from Lagos to New York, with a stop in Casablanca, Morroco, to depart Lagos on Wednesday, January *, 2014 at 6:50AM and arrive in New York by 3:45pm on the same date. I was told to arrive at Murtala Muhamed International Airport by 3:30AM to ensure that I was checked in on time. I arrived at the airport at 3:30AM that morning and was required to pay an additional fee of 3,000 Naira, for which I did not receive a receipt, for my luggage. I boarded the plane around 4:30AM and sat on the plane for hours.

Around 9:00AM, a member of the airplane crew announced that all passengers should take their hand luggage and all property and disembark the plane. We were given no apology and no explanation. When we got off the plane, we were all naturally very upset. We were told that we would be given breakfast and placed in a hotel until the plane was ready to fly. We were ushered to a small restaurant where we did not receive any food. When an employee of the airline finally came out, a few passengers approached him and asked him what was going on. He gave very little explanation and told us to be patient. He stated that the flight would be taking off around 6pm that evening.

By 1:00PM, we still did not receive any food. We were all escorted out of the airport and on to shuttle buses that delivered us to a hotel in Lagos. I do not recall the name of the hotel. It took approximately one hour for me to receive a room. The room that I received was very unhygienic. There were stains on the bed sheets and foot prints all over the room stemming from the bathroom. Because the last meal I had was dinner the night before, I decided not to complain and to go downstairs to get the “breakfast” that we were promised. I sat downstairs and did not receive any food or water until approximately 4:00PM. When I asked for water prior to this time, I was told that I would have to pay for it. Of course, since it was more than twelve hours since I ate or drank anything, and it was very hot in Nigeria, I bought water and soda.

Because I was traveling alone, and I am not familiar with Lagos, I decided that it would be safest for me to remain inside of the hotel and not wander the unfamiliar area in search of food. The food that was provided to us around 4:00PM was barely palatable and of a very low quality. After eating, I returned to my room. Shortly thereafter, someone knocked on my door to inform me that a shuttle bus would be at the hotel to take me to the airport by 8:00PM.

At 8:00PM, I was downstairs in front of the hotel with all of the other passengers. Because of the large number of passengers that were awaiting transportation, I stood there until 9:00PM, when a shuttle bus finally came to transport me to the airport.

At the airport, we were checked in and boarded the plane around 11:00PM. The plane departed Lagos around midnight and we arrived in Casablanca around 3:30AM. In Casablanca, we were transported to a large room containing about 30-40 couches and left there. We were not given any food or water and there were no vending machines in this room. There was no way for us to leave this room and enter other areas of the airport.

The passengers of this plane were 90% male. I am a single female. I was forced to sleep in this room filled with strangers, as I was not offered a hotel or any other options. I felt extremely afraid, unsafe, vulnerable, and abandoned. I was tired and hungry. I was afraid to fall asleep around all of these people. I was afraid that my hand luggage or purse may be stolen. I received countless unwanted advances from several men that were on this flight. I did not know how I could protect myself or feel safe with these sexual advances being made at me during various phases of the trip from Lagos, to the hotel, and now in a room where I could not escape.

At about 9 or 10 am, food was brought to this area. By the time I reached the desk where the airline was distributing breakfast, I was informed that there was no more food. I was told that they would be transporting us to another area of the airport shortly, and at that point, I would be provided with breakfast. This was a lie. I was not given any food and could not find any of the people that I had spoken with once I was transported to the main airport. Of course, I had to buy my own food.

I boarded the plane to New York around 11:30 AM and arrived in New York around 4:40PM on Thursday, January *, 2013. The airline provided us with one meal that was substandard. I have never had a worse meal on any airline that I have ever traveled with in my life.

My entire experience with Royal Air Maroc was terrible. I ended up missing a full day of work which resulted in a loss of $350.00 USD, and I missed a very important meeting that was scheduled for Thursday, January [redacted]. As a result of the lies and incompetence of this airline, I lost money and suffered a great deal of anxiety, harassment, and discomfort. My safety, health and employment were jeopardized by the airline’s failure to provide me with the services I paid for.Desired Settlement: In addition to the above, I am requesting a letter of apology for the way that I was treated. I was lied to and treated with disrespect. My safety and well being were put in danger and the airline did not even have the decency to respond to any messages or email that I sent.

Consumer

Response:

At this time, I have been contacted directly by Royal Air Maroc regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I have not received any refund or credit as requested. The airline indicated that they would get back to me, but I have not yet spoken with or heard from them.

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

Sincerely,