Royal Brunei Airlines reviews and complaints

My flight b10006 from melbourne to seoul on the 03/06/2020 was cancelled a month in advance due covid 19. The airline has requested passenger to submit for a credit voucher or a full refund less bnd50 as admin fee. I choosed a full refund as I believed in good faith as that would be the case. When I found out the airline has penalised me for non refundable item, I protested strongly to no avail. I informed them there was no mention of other fees and charges as no further details were provided at the time of submitting which still the case when you apply. See form with attachment. As I had 2 tickets I felt the big slice out of the refund. The form was misleading, had no small detail of further deduction. When they cancelled a flight they should bear all responsibilities and cost. I found this very unfair and a cashgrab in this difficult time. I was penalised bnd 185 x 2 tickets=bnd370. I just want a fair outcome, not a cashgrab as there was no flight. Thank you.

I made it back to Brunei from Buffalo, US, via Hong Kong on July 4, 2017, and the only thing that I was missing was my carry-on bag. The contents of the carry-on bag made it back, but the Royal Brunei Airlines staff of BI636 flight from Hong Kong to Brunei took the carry-on bag away from me and made me carry the contents of the suitcase in my arms. I was furious, but I had to leave my carry-on bag on the floor of the airport where it looked like abandoned dangerous bag that might explode at any minute. The international airport safety regulations state that people should not leave any unattended bag at the airport. I had already paid extra HK$500 for over 20kg baggage limit for RBA during the check-in for the books and items that I need to bring back to Brunei for my teaching. My carry-on baggage was the correct weight, 7kg, but the unfriendly and rude RBA staff at the gate just said that it was too big (I have been using it for years and I have passed the US and HK security check before arrived at the gate) and they forced it from me. The allowed weight on the plane in Brunei is only half the weight of regular international airlines (both checked and carry-on baggage). The United Airlines allows 2 checked suitcases with 23kg/suitcase and 1 carry-on bag not exceed 18kg. They knew I was more than eager to create a viral video about the absurd RBA and the humiliation I had suffered. I couldn't believe they didn't have something could have given me to keep my personal items in. Also, they said that they would charge me another HK1, 000 for keeping it in the flight cargo section like baby trolleys. Nobody believes that I had to carry all the items from my carry-on bag when I boarded the flight. I am glad that my underclothes were in the checked baggage. Therefore, I am filing a complaint against the Royal Brunei Airlines for humiliating the passenger and taking away personal effects.
Humiliated Passenger

I phoned RBA ticketing at RBA Plaza (in Bandar) and asked about ticket regulations and prices. I was explained in full details and the woman in phone was really polite and friendly. Meaning, she has assisted or answered my queries. An hour after the call, I decided to buy the ticket. I went to the the front desk ticketing counter at RBA Plaza. The front desk woman attended me and I told her that I wanted to buy ticket to HongKong (return/two-way ticket). Now, I think before buying the ticket why not ask the front desk lady to explain to me the ticket regulations and prices (just to compare infomations between front desk woman and the ticketing woman I talked earlier).

Surprisingly, the infos I get from both women were rather different in some ways. Front desk woman told me there are two prices offered in Economy class, although different price but its benefits still the same. I ask her the two different prices offered must have different speciality, instead she replied repeatedly “its the same…its the same…although one is expensive and the other is cheaper, both tickets have no different speciality..no special…its the same”.

In comparison with the ticketing woman I talked on phone earlier, she distinguished clearly why both prices are different although theyre in the same Economy class. Now, I continued asking the same other questions ( I asked at ticketing woman I phoned) to the front desk lady, every each infos she gave me she concluded with simple uncooperative response “its the same…its the same…no difference, just buy the ticket, no problem”. Now thats SHOCKING!

Another thing to note here, the front desk woman was not friendly and impolite. She give “faces” meaning: its not her job to answer my queries. And lastly she printed my itinerary with NOT CLEAR PRINTOUT and I ask her to print and give a clear copy instead she went straight to the other door that leads to another inside office and left me standing there unattended for my request. Now that was really rude.

I hope the Manager of RBA ticketing at RBA Plaza (in Bandar Seri Begawan) to be more sensitive about their staff’s attitude and importantly to know the extent of their staff’s knowledge in ticketing – SHARE INFOMATIONS PLEASE, NOT GIVE SIMPLE EXCUSES! No one client are the same as she expected to face her everyday. It is a shame for me as Bruneian to receive such attitude from my fellow Bruneian too. How she attend foreigners? She was/is a living prove of how poor RBA staffs are performing. They are boring uncooperative human being, such services are not showing international excellence.

Well, there were only three clients when I was at the front desk counter. The other two clients were attended by other staffs. Not a busy day for them to skip cooperations to their clients right? Theyre are boring with their monotonous and boring job, rotate them so me one of the clients and for others will not received uncooperative boring RBA front desk ticketing staff in the future.