Shocking service- trying to get a refund due to COVID 19
I first contacted Royal Brunei on 2/4/20, via their website, requesting a refund for my cancelled flight in May. I shouldn't have had to contact them at all, but did not receive any proactive communication from them.
The website noted that my request would be acknowledged within 7 days. It wasn't.
I followed up via Facebook Messenger, and received an email acknowledgement after 15 days, advising that the refund may take up to 8 weeks. 8 weeks???!!!
It has now been 9 weeks. My original date of departure has come and gone. Still no refund!
Weeks and weeks of lies
Tried to get refunded in March for cancelled flights , they are trying to take processing fee and oblivious to the fact they can’t honour the flight due to the restrictions of Covid 19 ( yeah!)
Been told done on certain date , told to contact bank , given the runaround .
Still no refund in our account.
You must take matters further with this lot as they are being told from the airline how to handle customers .
The fact that we will never use them again doesn’t cut much I know, as they couldn’t give a toss clearly , but people be warned in a problem they are useless albeit cunning.
Since covid19 I have contacted Royal Brunei Airlines since the beginning of March for a refund for 4 adults. They have made so many excuses, but I still have no refund. I’m so disappointed with their service and the lack of knowledge and understanding of what’s going on around the globe. Customers should not have to wait 4-6 weeks for a refund, and if that is the case I’ve waited my time, and it’s not a small amount of money. You need a wake up call Royal Brunei.
Poor Customer Service
Poor Customer Service:
On my recent flight i was provided a voucher for the sum of USD25 and was told a follow up email will be sent. To no surprise this never happened. I followed up with numerous calls and was told the same story, email will follow. Week ago i called Melbourne office and they asked me to provide a voucher and a short note, which i did. Received a email back stating this voucher was used with the email sent but cannot show proof of the email or address it was sent too. This typical arrogance and know wonder travel agents are r...
Wonderful Service on board the plane but scum baggage handlers? They are criminals yes in burieni
My trip was auckland to Melbourne to Brunei to london two weeks later london to Brunei to melbourne to auckland then in on to my home with another flight to find out getting bome some scum bag baggage handler stole my tablet in Brunei yes you guess it Brunei my tablet was traced to been turned on almost a day after getting home back at work the next was traced to been on in You guess it Brunei so Stealing of the people that bring them a job money in there pocket to support there familys baggage handlers stealing a samsage tablet out of ...your personal suitcase that checked in London to Auckland what's up with this I have messaged royal Brunei twice with full details and I've never heard a word back from royal Brunei air lines they have rules of up to killing you by the law of there King if you brake any rules in there country. is it all good for a baggage handler that has a camera on them stealing your stuff .So we are talking 4 to 6 baggage handers working max and one of stealing of the costmer not a busy airport at all is it ok for the Brunei airlines to steal of you the royal brunei costumes them people entering there country for a short time to pass to another country supplying a job for Brunei people a job why are they stealing of those costumers when there Kings kills people for crimes so Royal Brunei why is this allowed I've flown with you two times to many times Ps I have heard Richard Branson is looking at dropping you in partnership flights if so Go Virgin to room for crime path thou Royal Brunei
The reviewer stated that an incentive was offered for this review
Stolen Luggage $500 lost.
First let me say, in flight the staff are very nice, snacks and drinks make the rounds regularly. I had 2 4 flight in total with Brunei to and from Japan, 2/4
However, on my flight to Tokyo about $500 worth of luggage was stolen right out of my suitcase as Brunei was my connecting flight I didn't notice until i arrived in Tokyo.
Wish I could give a better rating, but luggage handlers that thieve from travellers is simply unacceptable.
- Verified customer
Poor service and stinky hotel stay due to flight delay
I flew from Melbourne to Seoul on 12th Aug via Brunei. The flight attendants did not seem to care about their works. They walked back and forth like they had been on a vacation. They served very slow and clumsy. 3 hours wait at the airport in the evening without any F&B services available. Fickle internet connection really annoyed me. Rough flight from Brunei to Seoul
On 20th Aug our flight from Seoul to Brunei was also very rough in an old airplane. The same poor service. The flight from Brunei to Melbourne was delayed for more than 9 hours.... So the ground staff put 7 of us into a beatup dirty van to Grand City hotel near the airport. The room stank. Free dinner at 7 PM at the hotel restaurant. We could barely eat the sweet dinners. Our new departure time was 3:45 AM on 21st on Boeing 787 which is the only plus for this trip. That's why I am giving 2 star service. We have been exhausted by this longest trip ever. Last year my wife also took RBA and also had a 9 hours delay. They put her and my daughter in a very bad hotel with cockroach under the pillow! The ticket price is cheaper than others but it cost us time and health. The airlines and the airport are run by the government who does not seem to care about the services.
Royal Brunei Airlines
We booked a Royal Brunei flight from Melbourne to London return in economy class. Expecting the usual "knees under the chin seats" we were pleasantly surprised when we boarded the plane and settled into our allocated seats. The leg room was enormous. My daughter and her boyfriend are 6 feet plus and they had ample room for their long legs. This space cannot be compared to any other airline's economy seating - it was great. The excellent service provided by the flight attendants who always smiled and attended to any passenger needs. All in all an above average economy class flight.
Not good enough, RBA
My wife and I arrived at Melbourne airport with plenty of time for our Royal Brunei flight to Tokyo via Brunei...or we thought so, only to learn that the plane was already leaving. RBA has not bothered to inform us that the departure time had been changed by over three hours. The airline did allow us on another flight leaving two days later, but our holiday plans were severely disrupted, as were those of our son who lives in Japan and had taken two days leave from his job to be with us. We figured that we deserved compensation for the disruptio...n and asked for an upgrade to business class. This was declined. Sorry RBA; your cabin attendants are polite and helpful, but your senior management showed us scant respect and as a consequence we will never book another flight with you.
Melbourne to Manila - cheap but long stop over is not worth it
Melbourne to Brunei is 6 hours then we had a stop over for 17 hours at Brunei, had free hotel accommodation on departure, but upon return, which is another 17 hours stop over, this is not provided. Quite mislead that all hotel accommodation is provided both ways. The money you'd spend for hotel and the time wasted in Brunei is not worth it. Might as well endure an 8 hour direct flight. Brunei has not much to offer with sight seeing. Shopping is meh, we went to the "city" (which is like your ultra average town, more shops in Footscray market ser...iously), walked around, and people would just stare, as if they've never seen other humans walk around the streets, it's weird. Taxi to hotel even when it's just 5 or 10 mins away is on a fixed rate of 20 to 25$. Rip off. There's no Uber. Service is excellent. Flight attendants are all smiles, clearly a great team work going on, and definitely a 5 star service. Plane landing, 10/10 perfect score for the pilot, smoothest ever!!! Great job!!! I can't complain on take off as this went on smoothly too! Food is awesome! It's like picnic in the sky, you'll never go hungry. Airport is so basic, but there's Jollibee yay!! I would never take Brunei airlines again even if the service is excellent, because money wise, we've spent more than taking a direct flight to Manila.
Perfect and happy travel
We traveled MEL to London and back, aircrafts are clean and on time, service on board is excellent. Crew is friendly and attentive, For the price we paid it is great to travel with Royal Brunei and much savings compared to others charges on this route. Will definitely use Royal Brunei for future travel.
- Verified customer
I booked a flight to London with Royal Brunei, as they seemed to have good reviews.
But only a few weeks later it was announced that Sharia Law will apply from April 5, not only in Brunei but also on board their aircraft. Being LGBT, I don't want to run the risk of being jailed, or stoned to death. I pulled out of my flight, but my wallet is now $450 lighter as they wouldn't budge on the cancellation fee.
If you care about human rights, don't fly with this airline.
Don't risk it.
Sharia law applies upon this aircraft. Lousy IFE, not safe to be in Brunei if you have alcohol, are LGTBIQ or get mixed up in other so called crimes. Airport in Bandar is really bad. Lounge so basic. Avoid!
- Verified customer
Delayed by 24+ hours from London to Melbourne. By law, I was entitled to compensation but the airline was very cagey about letting myself and other passengers know what our rights were. This information was not willingly offered, and was only given when repeatedly asked. Getting the compensation itself was painful. Customer service takes a long time for any responses. Finally got compensated, but took way too long.
The flights themselves were painful also, due to delays we were fully crammed on every leg, with their attempt to clear back logs....
I will never fly again with this airline
I have used this airline many times flying from Australia. Unfortunately with the Brunei government's new harsh Sharia Laws I cannot support this airline knowing the proceeds will go to line the pockets of people who introduced such harmful stone age laws!
HUMAN RIGHTS ABUSERS
Under no circumstance will I, nor should any humane individual, support Brunei in any way following it’s introduced law to stone LGBTQI people to death. This is barbaric and in violation of the human rights of people to live their lives free from harm. I will not ever fly with this airline or support any hotels owned by the Sultan of Brunei while this horrific law is in place.
I am shocked that stone age barbarity can continue in the 21St Century.
I am shocked that stone age barbarity can continue in the 21St Century. Don't they have universities over there that explain why people are born gay? It's called science....but ignorance seems to continue the persecution!
Human Rights Abusers have no right to run a business
Brunei has introduced a law to stone LGBTQI people to death - as well as adulterers. This is barbaric and in violation of the human rights of people to live their lives free from harm. I will not ever fly with this airline or support any hotels owned by the Sultan of Brunei who is one of the wealthiest people in the world. He wants to whip and stone people. To death. Think about that for a moment. Regardless of what you think about sexuality - what if it were you or someone you love.
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Questions & Answers
Hello, I will be flying to Dubai (RBA) to do my internship at UAEU. My friend and I have different fare type (booking class), so is it possible for us to seat together when we both check in together?
If I take alcohol on board can I drink it on board? And will ant of it be confiscated in a stopover in Brunei - I'm going to London.
Also, How much alcohol can be taken in check-in luggage please?
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