Complaints

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.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This happened on April 11th 2025. We arrived *** at the royal jordanian counter on time 1 hour and 10 minutes before our flight time. We checked in online to help speed up the process, but had to check in our bags and obtain two more boarding passes. When we arrived at the counter, the Royal Jordanian clerks refused to assist us and allow us to check in even though they were assisting other customers at the time. We then pointed out that they were assisting other customers and then they said that the counter was closed even though there was time for the flight. After the manager left, one of other clerks there that were present said that they sold our flight tickets to the other passengers who were there even though we checked in online and had boarding passes. They said to call royal jordanian reservation services to rebook the flight. When we called, royal Jordanian reservation services they said to call oojo as we booked through oojo. When we called oojo (the booking service), they said that they have to receive special permission from royal jordanian to see about re booking the flight or reimbursement. When royal jordanian got back to oojo, royal jordanian services distorted the facts and said that we were at the counter 50 minutes before the flight when we were actually there 1 hour and 10 minutes before and because of this, royal Jordanian refused to help us with our concerns and reimburse our tickets. Since royal Jordanian said they were not going to help us, the **** service member also said that there is nothing they can do to help return our tickets. They did not provide us service that they offer and they did not help us with obtaining flights. We attached our boarding passes for two passengers that we had. We also attached the parking pass that shows that we arrived at the airport parking with sufficient time to get to the royal jordanian counter.

  Customer Answer

  Date: 05/24/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Royal Jordanian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  There are 2 claims that were put in one on the end of may and one on July 30. Going to Jordan my luggage was missing pieces that are discontinued and the stroller was ripped up in multiple places and torn. They only sent me a partial amount for the stroller. My second claim is for the car seat that they didnt send to me and stayed in *****. This has taken up to almost a year and still not resolution or updates on payment I have had to continuously sent constant emails to all departments and their response is delayed. They are now offering a less amount than the what I have to replace it for. ??Hello,I am a frequent flyer with Royal Jordanian and am reaching out regarding two outstanding claims that remain unresolved. There has been a significant delay in communication, with no response for over seven months until recently. Additionally, there appears to be a misunderstanding regarding the payment process.Claim #1: ********** (Damaged Stroller & Lost Piece)Brand: City Select Stroller Amount: $1,091.97 CAD Status: Payment outstanding I initially submitted a discharge form for $873.97 on January 10, as instructed by ******** ******, while raising concerns about the incorrect amount in the email below. On February 10, I was sent a second discharge form for $1,091, which I signed and returned. However, I have not received this payment, and I am being told the claim is closed. If the claim was closed, why was I sent a second discharge form, and where is the payment?Claim #2: ********** (Lost Car Seat in *****)Brand: **** ***** (Black)Amount: $661.49 CAD (including GST)Status: No payment received I have not received any updates or compensation for this claim. Please provide a clear update on the status of the reimbursement.For reference, here is the link to the **** ***** Black Car Seat: West Coast Kids - **** *****

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 purchase an international ticket from ********** to *****, ******. My city has been impacted by Winter Storm ***** and the entire city and region is under State Emergency. American Airlines sent me an email offering to change my flight to another date but whenever I contacted Royal Jordaniana, the one that has the international leg they refuse to change the international leg if not paying a penalty and price difference that would amount to more than one thousand dollars. I have explained that this is not fair and not what AA (the airline doing the first leg) has said. They are seeking to take advantage of this storm and overprice people that would not be able to reach the airport on time or safely. This business is engaging in not fair business practices.

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 ticket through ************************ for a flight with Royal Jordanian. The itinerary was from ****** to ******, and returning from **** to ******. However, the airline canceled the flight, prompting me to request a refund through the travel agency. The agency reached out to the airline on my behalf, but the airline denied my refund request, insisting on imposing alternative travel arrangements that I do not wish to accept.Booking Reference Number: ****** Flight Number: ****** Date of Flight: December 29th, 2024 Departure: *** Arrival: ******

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This complain letter concern the Royal Jordanian flight number *** (*****) that was supposed to depart from ****** on Aug 4rd at 8h55 PM to *****. We are a family of four: ******, ******** *** and ***** ** ***** that had their flight ***** cancelled on August 4th While in ******, we got a call from the Royal Jordanian Beirut sales office and we were informed of a road alternative to arrive to ****** via a *******. The information that we received is that the route is safe, we will leave ****** at 6h and we will arrive to ****** at 13h, we wont need to pay anything at the borders. We accepted these conditions and we received an email specifying the flight booking reference: ********* and details. We left ****** at 6h AM, however we arrived to ****** at 20h:14 hours with no food, no water.We had to pay 120$ (US $) per person to cross *****. It's 480$ US total.I will spare the details of how many times we stopped in ***** and how we were treated. Arriving to ******, we bought food and drinks and we went straight to the airport. The employees of RJ were surprised to see us. They told us that they were unaware that we are arriving and we were asked to stay aside. It was a very complex situation where we were getting tired and very frustrated. How come they were unaware of our arrival? We were not taken into account after this long / painful travel. After a while, we were informed that the plane will be delayed so they can carry on our luggage. The new departure time was set at 5h AM. Nothing happened at 5 AM. Then we were told that they have no crew. Finally, the plane departed at 6h10 AM. We arrived to ******** 3h22 minutes late.I am asking compensation for 1)the money paid to cross ***** (480$), 2)for the mistreatment /absence of food for 12 hours (we paid our own food in ******), and for the delay in arrival to destination. This was our first experience with the Jordanian airlines and we are completely dissatisfied. Hopefully, we will hear from you soon.

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Royal Jordanian Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ****** ** *****
  

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Flight Number: ***** Flight Day: July 13th, 2024 To Whom It May Concern, I am beyond shocked to have the need to write this letter. On July 13th, my family and I flew on the Royal Jordanian; during my trip to ******, I purchased reputable brands that were not available in my country. I filled my luggage with unopened and boxed products they were ALL stolen from my luggage. We dropped our luggage at the Royal Jordanian drop off in the 7th circle of *****. I am beyond shocked at the behavior of a reputable and professional airline, and I demand to be recompensated for my belongings. Among the products were 3 concealers, 4 foundations, 2 facial creams, a masacra, 2 lip masks, 1 toner, 2 nailpolish remover pads, 4 nailpolishes, 3 eyeshadow palettes, 1 facial serum, and 2 hand creams. The total amount is 500 U.S. dollars. We have been loyal customers for years. However, this level of unprofessionalism will surely make my family reconsider flying on your airline again. I expect to hear from you soon.-*********************

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Claim Number from Airlines: ****** Gave me a new case ID: *****************, they never followed up, saying i need to contact airport services who throw me back to the airlines email. Subject: Fwd: Claim and issues with journey From: ***** <*****************>Date: Mon, May 6, 2024, 10:59 AM Subject: Claim and issues with journey To: <********************>*************** wrwb, this is *****, Membership ID ************, I recently traveled through ****** airlines, and I have several issues and concerns that have troubled me and my journey. I have attached below the pictures of the damages to my suitcase and the belongings inside, my items were destroyed due to the mishandling and abuse with the luggage. My luggage was brand new and now are damaged along with the merchandise I purchased. On the airlines I was spoken rudely to, the air hostess was rude to me and my parents, when the food came to be served, we were rushed and not even allowed to choose different food, our food contained improper amounts of rice or missing food, and when requested, no one responded, and allowed only one drink. We weren't provided coffee or any snacks, my parents needed wheelchairs at ************* and weren't provided. And when we landed in ***, ********, and found our merchandise/items and suitcases to be damaged has left us disgusting, disturbed and annoyed. I do not know what to do and would like to request help for my claims.

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Royal Jordanian lost my bag that has my personal wedding gown for my brothers wedding and many other valuables . And has done nothing to help me find my bag or reimburse me anything besides going back and fourth in emails that they dont move forward in and phone calls that they never answer . I am asking for the help of the BBB to help me get my bag or at least reimburse me for it . I was traveling from *** to ***** in July ********************************************* any type of solution from royal Jordanian

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hello, I have attached a letter detailing the account of what has transprised which includes documentation as evidence of my grevience to Royal Jordanian.In Summary, Royal Jordanian Airlines INCORRECTLY and ERRONEOUSLY denied my boarding to the aircraft by claming that their computer system said that my UAE **** was not valid. When in reality it was absolutely valid as I was able to purchase another airline ticket using the same UAE **** with another airline with no problems. This erroneous call from their incomptent agent in LGW, cost me in $1651 out of unplanned pocket costs and extreme frustration. Ive attached a reciept of all my additional expenses. I have tried to reach their agents and they were absoltely UNHELPFUL and put me through the phone for hours with no resolution. I've been at this proces for over 3 months with no resolution. I hope BBB can assist. They are based out of ****** and so far has shown no interest in resolving this matter that they have caused. Thanks,*********************************

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Royal Jordanian Flight RJ 705 on April 14 was canceled due to the Iranian air strike. They never put us on a flight to get home to the ** from ************* in *************. They told us we are on our own. They were careless and had no contingency plan.We are requesting a full refund of our flight with them. We ended up paying $8500 for a one way on Turkish airlines to return back to *******.