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Travelling to Marrakech, I wanted to have a feel for the local airline so booked out an outward Gatwick-Marrakech flight with RAM and our return with British Midland.
Turned up to Gatwick airport Friday morning, no flight. Called their call centre to be told that they had cancelled the flight 3 hours ago and were 'unable to contact passengers'. Eh??? Was put on a flight from Heathrow to Marrakech via Casablanca. Had to pay £50 for coach tickets between LGW and LHR. Got to LHR, flight was 3 hours delayed....which turned into 5 hours, with no notification from anyone what was going on. Arrived at Casablanca and practically shoved on connecting flight to Marrakech. I asked the cabin crew to confirm that the luggage from the London flight was all on board - 'yes madam, yes madam, all onboard'. Ha, unsurprisingly it was not. Arrived Marrakech 2am Saturday to no luggage. Were told they would be there 11.30am that morning. It wasn't. Nor was it on the next flight, or the next. Luggage arrived late Sunday morning and our riad owner were told that the driver from the riad could go to collect as long as they took our passport and luggage forms. He got to the airport and was told 'no, the passengers must come' so he had to travel all the way back to take us back to the airport to collect.
When I asked for an explanation as to what had happened I was told 'oh your luggage was in Casablanca madam' - er yes I kinda worked that out. They were rude, unapologetic and then said 'well you shouldn't have taken a connecting flight' - it was THEM who made us do that!!!
We flew home early Monday afternoon with British Midland and it felt like a dream compared to RAM, plane was immaculate, smiling cabin crew, edible food, no changes and luggage waiting for us when we arrived. I will kick myself for not booking them on the outward flight.
Ironic thing is that the RAM flight was more expensive than the British Midland one!
Am still in contact with RAM as they have been useless at follow up correspondence. They have offered a pathetic £35 compensation which still hasn't arrived after almost 4 weeks (apparently payments can take up to 6 weeks - probably because they have so many to make) which I am disputing.
Am only giving them one star because I can't give them none.
ON 05/14/2011, I TRAVELED FROM CASABLANCA TO JFK NEW YORK ON ROYAL AIR MAROC. I CHECKED TWO LUGGAGES IN CASABLABCA AND WHEN I GOT TO JFK NEW YOR AIRPORT I ONLY RECEIVED ONE. I FILED A CLAIM AND THEY TOLD ME THEY WILL CALL ME IN THE NEXT DAY AND KEEP ME UPDATED ABOUT MY LUGGAGE. 5 DAYS LATER AND NO CALL BACK WAS RECEIVED YET. I CALLED THEM BACK, AND AS ALWAYS, THEY NEVER ANSWER. ONLY VOICE MAIL BOXES. I LEFT NUMEROUS VOICE MAILS AT DIFFERENT TIME AND DAYS. BUT, NOT ONE CALL BACK WAS RECIVED. ON 04/2011, I COMPLAINED ABOUT MY FLIGHT "AT 201 04/16/2011" MY SELF AS WELL AS OTHER PASSENGERS SLEPT AT THE AIRPORT FLOOR DUE TO A 18 HOURS DELA., THEY BLAME THAT ON THE WEATHER CONDITIONS. NOW WHO THEY ARE GOING TO BLAME. THERE CUSTOMER SERVICE IS THE WORST. STAY AWAY FROM THIS AIRLINES.
This is the most horrible flight ever and i plead with people to avoid this airline at all cost. Royal air Maroc customer service was appalling both outbound and inbound. The air hostess were rude and arrogant, The flight was delayed at Heathrow terminal 4, i bought my flight ticket from opodo and it stated clearly that from heathrow to casablanca then from there it will take us to our final destination which was brazzaville, they didnt stick to the plan. More delay at casablanca, and to my surprise the plane stopped at a place called point noire picking up more customers to brazzaville which was not on my ticket a.My trip was for 6days, and surprise surprise we got to brazzaville our suitcase was not on the plane we waited three days to get our suitcase. We contact Royal air maroc in Brazzaville for compensation but they refused.
In September 2010 I booked my return flights from Casablanca to London Gatwick on 27th February. This was confirmed and I even joined their Safar travel club. The outward flight was unremarkable except for being treated as cattle and not a smile from the surly cabin crew. On arriving at the check in desk on return I was told "the flight is full you are on standby" This response was given to many passengers and it would appear that agency block bookings were taken at the expense of private passengers. The staff were rude and uncooperative and refused to entertain any form of compensation or help in any way. After refusing to move from the check in desk I eventually managed to be transferred to a later flight to London Heathrow. This resulted in lost connections and overnight accommodation plus the costs of transferring back to Gatwick and having to book new onward flights. The company is either corrupt or inefficient and you should never use them if you want to retain your sanity!!
This airline is awful. They lost my luggage, for 12 days! I complained and asked for reimbursement for the money I was forced to spend simply to remain dressed during that time. No reply. Then they forget to include my name in the passenger list for the return flight. I'm stuck, so I have to buy another ticket with a different airline simply to go back home. I once again, complain and ask for reimbursement. For half the ticket I never received and for the one I was forced to buy. The original ticket takes 6-12 weeks to reimburse and there is no reply about the other one. In summary, never fly with them.
London Gatwick-Marrakech AT673 July 30 2010 13:00 departure.
+ 1300 plane fully boarded
+ 20minutes - airport too busy to take off (!)
+ 1h30 minutes - problem with the fuel
+ 2h30 minutes - problem with the aircraft (hydraulics)
+ 3h must disembark
+ 4h collect luggage pass back through security ushered by Gatwick staff
+ 4h 30 limited information from Gatwick staff, no RAM rep (still on plane?)
+ 5h check into Gatwick Hilton, dinner and breakfast note, no reflight info.
+ 6h call RAM helpdesk (02073075800), no info
+ 7h call RAM, told "call back in 3 hours"
+ 9h call RAM, told cannot give back money because you are "still checked in"
At this point it's worth mentioning the demand to cancel was accepted, however
the impossible precondition was placed that our ticket status must be 'checked
out' and that this could only be done at the check in desk, which of course was
deserted. No time was given for when this would reopen. No time given for
expected rescheduled flight. Gatwick/Hilton had no information.
Called back to be told as there was a sched flight Sat 18:00 there would be
staff from 16:00. According to Gatwick Departure board there is no flight.
No contacts were give, no phone numbers to call.
Flight status AT673 still at "Last Call".
+17hr (06:00) call RAM, told no information, then this just in "flight at 11:30"
+18hr (07:00) call RAM, flight at 13:30.
At this point I demanded a refund (again) and this was immediately actioned.
Clearly the previous issue regarding ticket status had been circumvented. She
took my phone number which I made her read back to me. She could not give me
confirmation, just a one week deadline, where presumably we will have to call
back to discover the next diversion.
I thought I had a good fare when I made my purchase online with Air Maroc, but it has been a horrible customer service experience. I made a simple error--made my reservation for March instead of February--and upon realizing this tried to switch my flight. Within 5 minutes of online booking, I had sent an email to the address they provided in my booking confirmation. Not only did they ignore my reply, but to my dismay, the email address is not valid. It repeatedly rejected my queries. When I went to the website, I didn't get any response either. Even worse, when I contacted them on the phone (via the Spain number) the line cut out whenever I attempted to advance in the service process. Then I called their USA service line. They answered but couldn't have been less empathetic. They told me that there was nothing they could do. They also told me that there were "no managers I could speak with to escalate my issue." Lastly, they were unresponsive to the myriad of problems I had in contacting their service department. Overall, they are the worst service organization I've ever experienced. Not only am I out money, but I've lost my excitement for visiting Morocco.
I will simply say this... do NOT use the services of this cowboy outfit if you decide to be involved in any form of transit. They seem to run at their own time, the baggages are lost and the customer services is worse than any I have ever encountered. The planes I travelled in were of a good standard and the attendants were no more courteous or rude than any other airline. It is just that the service was extremely poor by all international standards.
I will NEVER use their service again. Once a problem is encountered and you seek clarification it would appear that they are more at a loss than any other situation I have ever encountered. The airport staff were disinterested, rude and frankly thought that you should not be bothering them. The people that contract on their behalf to handle lost baggages see your plight as a means to extort money from you by only providing a premium line for contact. To say I am appalled at the all round service is a major understatement but I have written under separate cover to the people in the UK that regulate airlines. Poor Poor service.
I took a trip to Marrakesh two weeks ago, flying from London to Marrakesh via Casablanca on Royal Air Maroc. The flight to Marrakesh was acceptable. To be honest, I did not have high expectations, so when we arrived an hour late but safely, I was fine with it, despite the unbelievably freezing temperature of the cabin, and the inedible food (for the record, I usually like airline food, so the fact that this was, at first glance, digusting, is a real indication). The flight back however, was rediculous. Upon arriving in Casablanca, I assumed we would be held on the airplane for an hour whilst new passengers arrived, just as we had done on the way there. However, for no reason, the crew had us disembark, we had to go through security and re-board at another gate. It was obnoxious, and about 9 security staff checked my passport every ten feet. If I had to pay extra for my ticket so Royal Air Maroc can employ an extra couple staff members, I'm going to be peeved. End result- I bought the ticket because it was the cheapest available at the time, but honestly I'd rather fly EasyJet next time.
booking through the internet. I just booked 3 tickets with them for june. First they sent me an email telling me that my card, which works properly, isn t working, then when I phoned them to rebook they charged me 30pounds extra because their electronic payment service operates from paris and they charge you in euros and apply the currency conversion difference. they didn t mention this on their website nor did I inform me when I rebooked through phone. I only discored it when they debited my account!!!!
Royal Air Maroc was set up 1946 and operated between Spain,France & Algeria. It then increased its revenue and set up training school for moroccans interested in avaition. 1977 Royal Air Maroc was launched at the hub of Mohammed V airport. This is the main airport in Morocco. R A M also fly to Agadir, Marrakech,Fez and many other airports, countries. Its has developed in to quite a big company.
My first flight to Morocco was with RAM. I usually flew with BA. But RAM were cheaper so I tried them. Sat in Airport in London it was nearly time to board. Yes we were on time. I boarded plane and was given newspaper, taken to my seat. We took off the service on the flight was excellent. The plane was ok clean and tidy. There was not many on this flight to Casablanca. So I had 4 seats to myself. Air hostess came round with drinks, Then food which was very nice, hot. Then asked again if I would like another drink or anything else. Which with BA I did not get that sort of service. I relaxed in my seat and started to fall asleep. Air hostess asked if i would like blanket and pillow. Wow what service. To be honest I felt like Royality. I now use RAM all the time. I fly to Morocco 4-5 times a year.to visit family.
I would never look back, the service excellent, hostess very friendly.
There was only 1 letdown and that was when we got diverted to Marrakech no-one told us what was happening. I did eventually got to Casablanca. Where I went to RAM to complain. The next thing I know I was talking to the Director general, viewed my point to him and now they do inform the airports of any delays.
Hope this is of some use to anyone trying to decide who to fly with.
My first impression with Royal Air Maroc was in Montreal, Dorval airport, when I saw the plane coming to the gate. It was a Boeing 747-200. It was the flight 203 going to Casablanca. I was somewhat excited, as I didn't really know how was flying on a 747. The plane however seemed dirty and old, and that had disappointed me. The flight was scheduled for 7:40 PM. At 8PM, we had still not boarded: these people have no respect for schedules. I then boarded on the plane. I was disappointed when I saw the crowded seats. Maybe had I overdone my perception of 747's? It was obvious that the plane was not recent and badly maintained. And a little detail: the headphones couldn't get into my ears. The knee room was almost inexistent: most airlines don't keep the original seat configuration to add room to passengers, the plane makers, taking that into account. Royal Air Maroc, however, doesn't. I felt like in a charter flight. I asked for a pillow and a blanket to the hostess, for the person beside me after she had passed three times in front of me without paying attention. 5 minutes later, she arrived with it. Then, the plane took off. It was noisy and I felt uncomfortable. It was 8:25PM. Later on, they served supper. I was very impressed by the meals they served. The taste varies from one person to another, but the quantities were enormous. I had never eaten as well on a plane, in economy class, that is. Later on, it became very dark. There wasn't a single light on in the plane and it was nighttime. There was no problem to sleep, though I rarely sleep in planes. However, there was a significant amount of children on the planes, and you were always hearing someone cry. It took a long time before they showed Harry Potter, the movie planned for this trans-Atlantic flight. At breakfast, we were still watching it, trying to figure out what was said. (I remind you that the headphones did not fit into my e
ars). The breakfast too, was good. However, let me mention that I usually take Air Canada and that they usually show 2 movies in 3 different languages on a trans-Atlantic flight. On the next flight, AT421 Casablanca-Agadir (a 1 hour flight), the same thing applies, and I was surprised to have a whole meal on that flight. I won't describe the return, as it would take too long. However, let me mention the security check in Casablanca, which has been done by Royal Air Maroc: long and inefficient, like most Moroccans. Not less than 20 inspectors checked our passports, uselessly. When they looked inside our suitcase, they were unjustifiably short. It is clear that they wouldn't have spotted a bomb! On the flight Casablanca-Montreal, this time, we had one stop in JFK. Before landing (30 minutes late), we had two meals. Usually, we only have one on the return trip. The landing in New York was enough to confirm my impressions of lack of solidity and bad maintenance. The TV was loose; it was clear that it was a problem of maintenance. In conclusion, I would recommend this airline, which in the whole is not bad, though maintenance worries me. But if Air Canada were to operate this flight, I would definitely not take Royal Air Maroc. I repeat that food is their strong point. The airline is not as bad as Nigeria Airways, but it doesn't turn it however into Singapore Airlines.
Royal Air Maroc are the only other airline than BA to offer direct scheduled services to Morocco (though you might get a charter flight from a tour operator). Where is the best place to buy tickets on R A M ? This is my best advice based upon 10 years experience of selling discounted airline tickets - but if you think you already know everything, and just want to find out the cheapest place to buy it for this airline, then skip to the last paragraph! Lets face it, all airlines can get you from A to B, sometimes you have to change at C, sometimes you have to hang around at C, but if price is your main concern, read on .... First, as an ex-travel agent, let me explain how the system works. Nearly all airlines belong to a cartel known as IATA, which amongst other duties, helps to regulate the official prices between each pair of worldwide destinations. My first piece of advice is, never phone the airline for the official fare, except as a last resort - their staff are trained to extract the highest fare they can get away with, and they are never going to tell you that one of their competitors has a better deal, or that you can save money going the next or previous day. Furthermore, they can only sell at the officially agreed price. Luckily for us consumers, and unluckily for the airlines, they cannot sell all their seats at the official price, especially if a much better, more direct airline has the same price. For example, if the official fare to, say, Bangkok is £600 from airline A (non-stop in 12 hours) and the same price from airline B (19 hours with a 7 hour wait changing planes in Karachi airport) then it is obvious which will sell out first. In order to generate market share, less popular airlines will unofficially discount their fares through wholesalers known as "consolidators" - these can sometimes save you more than half of the official fare. These consolidators appoin
t specialised agents, and sometimes you can even save more money if the consolidator will deal with you direct. You may be surprised to learn that, depending on the length of the journey, the consolidator is only charging you £10 - £40 more than the "factory" price given to them by the airline. Contrary to popular misconception, it is not risky to deal with these so called "bucket shops" - If they let you down, they can be heavily fined or even jailed - everything is covered by the government ATOL scheme, so it is a lot safer than, for example, paying for a three-piece suite in advance to a High Street furniture chain. To summarise, these are my recommendations: Contact the airline for their best official price, on 0207 439 4361. Call the consolidator on 0207 870 9740 (Fleetway, ATOL 2748)