Royal Air Maroc — Local services in New York

I first traveled royal air maroc (RAM) to Nigeria in December 2014, no issues, was given a hotel voucher for the long layover and everything went smoothly. Given that experience, I didn't hesitate to buy the ticket when i was traveling to Nigeria again in December 2022, very wrong decision. This time upon arriving to Casablanca (CMN) I followed the signs after deplaning and asked the woman where do I go for a hotel. I was not asked to show my passport just my boarding pass which I did. I was directed to wait in an area I saw other people waiting in, no problem. They then took us back down the stairs toward the tarmac and put us on a shuttle. This wasn't what I had experienced in 2014 but their practices could've changed with time. The shuttle did not leave the airport, but instead drove to another portion of the airport and stopped in front of a building labeled "transit lounge". Well at this point things seemed very fishy because the building was dilapidated so it couldn't possibly be the final destination. They told us to disembark, we did. When we got into the building the woman who had been directing all those who had asked about the hotels proceeded to say this is where we will stay. Immediately many of us protested because we were supposed to receive hotel vouchers not be corralled in a dirty lounge without the ability to shower for more than 8 hours. We were locked in this building and told we cannot leave. The police officer who was initially there seemed genuinely concerned as to how things were playing out, the agent was very hostile and shouted at multiple passengers, including making a very negative hand signal at me when I later asked why she didn't ask to see our passports in the airport before essentially imprisoning us. I say imprisoning because they locked the doors and would not let us out (I have videos). It wasn't until many of us began saying that we have US passports that they changed their tune and called a manager to provide a shuttle to return us to the airport. However, those traveling on passports that did not have a visa free agreement with Morocco were told to remain in that building. It shouldn't matter what passport someone is traveling on, an airline has not right to imprison its passengers. Many of us pay thousands of dollars to fly back home for the holidays and should not have to endure human rights violations at the hands of the transit company we pay. I had never experienced anything of the like in my life and will definitely never be traveling...

I left a very negative review of Royal Air Maroc previously when it took 2 years for them to refund a ticket they cancalled due to COVID. Recently, I returned to Morocco and, with much hesitation, decided to fly RAM because it is the only airline with direct flights. My experience was so much different this time I feel obligated to write this positive review.

The airport check in, flight to Morocco, and arrival procedures were efficient and as good as any for any of the other airlines I have taken overseas.

The return flight experience turned into a shining example of superior customer service that should make many other airlines jealous. Casablanca airport has several "extra" security chechpoints (I never complain about extra security!!) as well as long walks to the gates. I had suffered dehydration and heat exhaustion when the rental car air conditioner quit working several days earlier. Even though I had rested and thought I was better, once I started walking to the gate, I felt more and more unwell, totally exhausted and having difficulty breathing. Finally at the gate, I realized I had dropped my boarding pass, particularly important here because of the security stamps added to it along the way.

I was sent to another gate a little distance away for a new pass. Knowing I was walking so slowly, having to sit and rest every 50 feet or so, I was distressed about not making it back in time for my flight. When I got to gate A5, the two young men attending the gate called a supervisor for assistance.

Things went into fast forward. The supervisor sat me down and sent an employee to get the new boarding pass. When it arrived, he brough a man with a wheelchair to speed me to my gate. On arriving, we found the staff there had traced my path back toward the security gate and found the original pass on the floor. I was whisked aboard the plane, the last passenger to arrive, where the crew sat me on a jump seat, gave me water, and carried and stowed my suitcase for me. What amazing teamwork to make certain I made my flight!!!!

Wow, did this experience ever change my perception of Royal Air Maroc! It is obvious to me that RAM has recognized many of its inadequacies in customer service and is making serious efforts to improve. When I return to Morocco next year, I will have much more confidence flying...

On June 19, my daughter, husband, and I undertook a trip to Morocco, availing ourselves of three tickets from Royal Air Moroc. Regrettably, our experience with the airline proved to be less than satisfactory.

Due to unforeseen circumstances, my husband was unable to accompany us on the journey, prompting us to inquire about the possibility of modifying the tickets accordingly. However, our attempts to communicate with Royal Air Moroc's customer service proved exceedingly challenging, as we encountered prolonged waiting periods, abrupt disconnections, and unsuccessful transfers when seeking assistance.

Our scheduled flight departed at 9:00 PM on June 19, and during the journey, I encountered a particularly distressing situation. The passenger seated beside me was considerably oversize, to the extent that the standard seatbelt provided was inadequate for her. Subsequently, the airline had to supply her with an extension to secure her safely. However, despite these accommodations, her size resulted in her encroaching significantly upon my seating space, leaving me with limited room to maneuver and causing discomfort throughout the flight.

In an attempt to resolve the issue, I approached the flight attendants to seek an alternative seating arrangement. Unfortunately, I was informed that there were no vacant seats available on the flight to accommodate a relocation. Consequently, I endured the entirety of the flight in a state of discomfort and disappointment, as I felt that the situation was not adequately addressed by the airline's staff.

The culmination of these unfortunate events has left me deeply dissatisfied with the manner in which Royal Air Moroc handled the situation. As customers, we expected a level of service that would cater to our needs and provide a comfortable and pleasant travel experience. However, the lack of proper assistance from customer service and the inability to address the seating issue on the flight has left a lasting negative impression.

We sincerely hope that Royal Air Moroc will take our feedback into consideration and implement measures to improve customer service and address similar concerns in the future. It is essential for airlines to prioritize passenger comfort and satisfaction, as these factors significantly impact the overall...