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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.
What a bunch of jokers. Had the worse travel experience of my life in Marrakech recently. Turned up at Gatwick to no flight to Marrakech, it had been cancelled without informing passengers. We were transferred onto a flight from Heathrow via Casablanca and had to pay £50 for 2 coach tickets to travel between LGW and LHR. Luggage was then delayed for 36 hours in Marrakech and only turned up the day before we came home. Bought essential items for myself and 66 year old mother. Had to then pay to travel back to airport to pick up suitcase when they finally arrived as the airline refused to deliver.
Insure and Go refused to pay for ANYTHING. The coach ticket "should be paid for by the airline" (if you've ever flown Royal Air Maroc you will know how impossible this would be). As I had no receipts for the purchases (in 35 degree heat we took the first available place to buy things which was the market square, where they dont have tills let alone receipts!!) they wouldn't cough up one penny (wasn't as if I was claiming for hundreds of pounds - £50 for two people). The receipt I did have for the journey to collect my luggage wasn't covered in 'essential items' so it was, again all at my expense.
Call centre operators are completely useless, sitting there with a script in front of them. Smarmy and just money grabbers. I am only giving them one star as I can't give them none.