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Business Profile

Airlines

Royal Air Maroc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 97 total complaints in the last 3 years.
  • 23 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/20/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My husband and I purchased 2 one-way tickets with Royal Air Maroc in March 2023 at a total cost of $2792.90 from *****, ******* to ****************** Airport *** departing Saturday, June 3, arriving June 4, connecting in **********, *******. We were involuntarily bumped from our flight from ********** to *****************. We had a confirmed reservation, checked into our flight on time, and arrived at the counter on time. We were offered the option of changing to a flight that departed the next day (delay of 24 hours). That was unacceptable to us. In the ******************, the Royal Air Maroc staff were not only unhelpful, but were verbally abusive and harassed us. We filed a police report with the ****************** police against the airline and the employee who harassed us.Per the U.S. ********** of ************** laws (*****************************************************), we were involuntarily bumped from our flight and had a delay in reaching our final destination of more than 4 hours. We are *********** compensation of 400% of the one-way fare ($6,116.40) or a maximum of $1,550 per person.We each bought a ticket with Lufthansa at a total cost of $3,304 to get from ********** to **. We sent 6 requests for refunds via their online portal in June and November 2023. We have also made phone calls on various dates in June, July, September, November 2023. When I call, I am told I have to "wait longer" with no time frame. It has been now over 6 months since I first requested compensation. The airline shows no effort whatsoever to reimburse or refund **** submitted a dispute with my credit card, Citibank, who did not resolve the matter. In written correspondence with ****, the airline says we are *********** a compensation of $868.21 for one ticket and $1,009.92 for the other ticket since they are refundable and we did not use the ********** to ** flight. At a minimum, we would like a refund for these amounts.Thank you for your help,***********************************

    Customer Answer

    Date: 12/16/2023

    Better Business Bureau:

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

    Sincerely,

    ***********************************

  • Initial Complaint

    Date:11/17/2023

    Type:Product Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We a family of 5, travelled to ******* from ***** via ********** on Sept 29th, 2023.Reservation no: ******.Ticket numbers for **** family: *************, *************, *************, *************, *************, We paid extra ***** USD per person to have window and aisle seats for all the 5 passengers.Total amounting to ***** x 5 = ****** USD . The flight was ***************** and our seats were changed to middle row without even asking us. The middle row seats on advance booking cost only 5 USD each.We ended up paying 153 USD in advance to prebook the seats which was not honored by the airline. My previous request for a refund received no reply.this is my second request.I will be forwarding this to IATA as well.Thanks ************************ *** Ph **************.

    Customer Answer

    Date: 12/11/2023

    Better Business Bureau:

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

    Sincerely,

    *****************

    Business Response

    Date: 04/04/2024

    Dear Better
    Business Bureau,


    Please find
    enclosed our response sent to *** **** on March 7, 2024, regarding the complaint with assigned ID *********

    Should you need
    any additional information, please let us know.

    Sincerely,
    ***** ******

    Royal Air Maroc

     

    Customer Answer

    Date: 04/04/2024

    Better Business Bureau:



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


    I had paid extra money for window and aisle seats in addition to the price of the ticket. We were a party of 5 on my return flight from Casablanca to Miami. Unfortunately instead of getting the preferred seats I paid for , 3 of the passengers were reallocated middle seats. On a long haul this was very tough as some of the passengers had limited mobility. 
    Air Maroc instead of refunding the extra money I paid want me to fly with them again  what a joke !


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




    Sincerely,


    * ****
     







     

  • Initial Complaint

    Date:10/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date Tickets purchased: May 26, 2023 total amount per ticket: $1,378.90 x 2 = $2,757.80 Insurance purchased per Ticket: $168.78 x 2= $337.56 Total amount paid to busises: $3,095.36 I cancelled my flight due to a family illness although i purchased insurance for the flight I was not reimbursed the full amount. I was only reimbursed for $2,277.80 I am still owed the balance.I also put a claim through my chase c/c and they are working on this as well

  • Initial Complaint

    Date:09/15/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Azura Findlay Booking Number ****** My trip was not schedule until Nov, however I am canceling my flight due to an Earthquake killing more than ***** people and injured ***** and damaging many buildings and hotels in *********. I also know that it will take many months to rebuild and get thing back to normal. I feel that this is a huge injustice and poor customer service on ********************** part to not refund a total of ******. I emailed the company so that someone can advise as to why am only being refunded ****** oppose to ****** out of the total amount paid of ****** that I paid for the ticket. The emails responses are computer generate or standard and I keep getting the exact email responds word for word in each response with only the amount being entered manually. I understand and except the cancellation fee of ******. But I do not agree with not refunding me back for my seat which is crazy, if am paying 236 to cancel my flight why am I also being charged another ****** for a seat fee to which they do not want to refund? Can I cancel my flight and still fly on this seat no I cannot because the flight is cxl so how are you charging me for a seat that I will never use. I am only canceling my flight due the devastation that took place. How can they expect me to want to travel to country that had an earthquake which killed over ***** people the place will be in ruins. I find that the company is taken advantage of their customer and taken their money, there is no one in there company that care about true customer service when asked if I could speak to a manger they refused and said no they cant help me. So basically they just take your money and you cannot do anything about which is morally wrong in so many ways. I am not asking for a full refund but in light of the situation I would think that Royal Air Maroc would treat customers fairly and have empathy to what has happened and at least agree to refund me ****** as I do not plan on flying or using there airline in the near future due to the horrible experience am having.Please confirm refund in the amount of ******?

  • Initial Complaint

    Date:08/31/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    December 13, 2022 Royal Air Maroc confirmed by email refund on their cancelled flight.Royal Air Maroc customer service does not respond to their email or phone calls despite many reminders.

    Customer Answer

    Date: 09/24/2023

    Better Business Bureau:

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

    Sincerely,

    *****************************

  • Initial Complaint

    Date:08/15/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My flight was from 1st Leg BOS 22 Jun 2023 07:46 AM *** Jun 2023 09:00 AM 2nd Leg *** 22 Jun 2023 11:50 AM CMN 22 Jun 2023 23:40pm What Actually happen 1st Leg BOS 22 Jun 2023 10:30 AM *** 22 Jun 2023 11:30 AM 2nd Leg *** 23 Jun 2023 5:00 AM CMN 23 Jun 2023 5:00 PM I reserve the ticket to fly from ******, ** to ********** , *******, however, my flight starting from *** to *** got delayed in ****** , we arrived late , and we run to catch out flight from *** to CMN , however, the flight was delayed , and they told us that the flight got cancelled and we have to wait till next day at 5 am, I have my wife and my kid with me , they didnt provide us with hotel options, and I was forced to sleep in the airport with a toddler, I tried to talk to them several times , but they refuse to listen to me , and at the end they brought airport police to push us back away from them and not talk to them.Also there was another flight that was flying to the same destination at 7pm, same day , they refused to put us on that plane , and when protesting for not being able to be put on that flight, they brought police to force us not to talk to them .There were many cheap tickets that I could have taken, and they are cheaper, the only reason I took this flight is because it was a short layover and shorter time, but it ends up being the slowest and longer layover, and the most expensive one, I could have flown with half of the price of what I paid with RAM.The reason I wanted to go fast , is because my dad died , and I wanted to catch his funeral and say goodbye to him, they ruined everything and I wish they can just talk to us , they ignore us and never wanted to talk to us, I have everything on video , and ready to provide video if necessary , I also called their customer service on the phone to talk to them, the agent responded and asked to forward me to another agent that never picked up. *******************************************************************************

    Customer Answer

    Date: 09/09/2023

    Better Business Bureau:

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

    Sincerely,

    ************************

  • Initial Complaint

    Date:08/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On may 2 i flew from ******** to ********** in ******* , at my arrival i couldnt find my bag and i tried to talk to agent for help but they didnt want to make a claim for me , i had to go to the police station in the airport for them to intervene , i was told in airport of casablanca by several people that the employee of Royal air maroc always refuse to make a claim for lost baggage and assure you to just go to your destination and that they will bring to you , wich is a lie , without a claim there is no evidence and therefore when the bag make it to the airport will be stolen . Since i went there for work i needed to shoot some cloths that were inside the lost bag i saw no need for me to stay and i end up leaving same day i arrived ! In my flight back to *** i was given a meal that has shattered glass or plastic i showed to the flight attendant she apologized briefly and then vanished ! Since then i tried to contact Royal air maroc for compensating my er visit and flight refund that was caused due to negligence , till this date they havent answered any of my emails or my calls not even an apology fo this ordeal

  • Initial Complaint

    Date:07/31/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a flight with RAM on July 10,2023 I called and canceled the flight within 10 minutes of booking after reading reviews. The company assured me that I would have a refund within 72 hours. A week passed and still no refund, I called and they said it was my bank and to wait 10 days. It is now July 28th and I still have no refund. I called and they said its a system issue but assure me I will get my refund. I asked for a supervisor and ******* hung up on me.

    Customer Answer

    Date: 08/24/2023

    Better Business Bureau:

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

    Sincerely,

    *************************

  • Initial Complaint

    Date:06/23/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Requested reimbursement for 65 Euros from this airline for lost luggage on May 11 for 3 days! Receipts for clothes and toiletries purchased in ******, ***** were submitted last month. Airline only agreed to now pay 36 Euros and wants my bank account numbers and other private information. ******* ignores a my numerous requests to reimburse me the full amount we spent to buy new clothes. Luggage arrived at our hotels 3 days later.

    Customer Answer

    Date: 07/18/2023

    Better Business Bureau:

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

    Sincerely,

    *****************************

  • Initial Complaint

    Date:06/20/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    booked a ticket on November 22,2022.The flight from ****** to ********** (*******),****** TO ******** by American Airlines .I got a ticket by Edream travel agency ,in February 20***** the ROYAL AIR MAROC informed me that my flight ****** of june 17***** from ****** to ******** was cancelled . They changed the scheduled flight from ****** to ******** at 8:35 am to 10:21 AT 5017.in March 27 the airline ROYAL AIR MAROC sent me email that my flight ****** was cancelled .I called them to find other flight for me who told me need contact the agency who I booked with .I called the agency who could not find one because the airline no answer to them requests.after many times of calls to find a alternate ticket from ****** to ******** and no clue i asked for refund, in Friday 16 june ***** i got email from american airline about the flight from ****** to casablanca to check in .It means my flight was not cancelled .so i believe our seat sold it to other customers paid more.****** to ******** AA4296 june 17 take off 17:37 pm and landing 19:00pm confirmation number ****** operated by rebublic airways as american eagle.class E seat : 15A(******* ****),15C(I**** ********),15D(*****************).ROYAL AIR MAROC booking reference:******, ****** to ******** ****** ******** TO ********** AT 201 ********** TO ******** AT*** ******** TO ****** AT ****

    Customer Answer

    Date: 07/15/2023

    Better Business Bureau:

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

    Sincerely,

    ****************

    Customer Answer

    Date: 08/17/2023

    Better Business Bureau:

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

    Sincerely,

    ****************

    i was calling them but they dont resolve my problem .them number in the screen chat I wrote in them number RAM


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