Royal Brunei Airlines
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This airline does not care about its passengers Read my horrific experience
Booked a last-minute flight to Australia to go and see my mother who is turning 90 and whose health is failing. Had to organise an emergency passport to make the trip. Booked the flight last minute for £780. Went to Heathrow on Friday 21 June and got there 35 minutes before check-in closed. Took some documents and passports out of my bag and was organising myself to go to check-in. The person who was sitting next to where I had my stuff out packed up and left, accidentally taking my passport I assume. Panicked I retraced my steps to see if I had dropped it, but no luck! Asked in stores, ticketing desk and at security, and One advised me to go to the departures security line. It was there! Took a minute or two to retrieve it, in the meantime at 15:12 I got to the desk and no one was there. It's only 2 minutes before they are meant to close, no other representation for royal Brunei anywhere. I asked the airline staff next to them and they said "They just left, let me check, oh yeah, the flight is still open to check-in for 2 minutes but as no Brunei staff to help they can't help me. If I didn't have luggage to check they might have but..." That was so annoying. Tried urgently to call the London office! London office CLOSED Tried the Brunei office. Massively long wait on the phone. Tried their What's App group. They read the message, no reply for 8.75 hours!!!!!! What kind of company is this? So missed my flight through unfortunate circumstances and the airline closing check-in early! Tried to get Royal Brunei to allow me to transfer to the next flight on Sunday but they wanted £1589 to do so Tried to get a refund. Hell no!!! They kept it all even though I had explained all this. And the fact I had some circumstances that warranted compassion or at least an act of Sadaqah as it is a Muslim career. Pious men of faith do not, run this company. Their god is green and spendable. So I missed my mother's 90th birthday Lost all the money, due to some other circumstances can't afford to rebook anytime soon and have been told I must be there soon or it will be too late to see my mother again. This is devastating and this is what Royal Brunei do to people in desperate circumstances. They don't care about their passengers, we are only $$$$ to them and if they can take money for nothing they will 100% do that to you. Be aware of this and I truly urge you to click on a better airline that is more likely to have compassion and help people out in such situations Avoid this 1-star carrier (morally) AVOID! Note to Skytrax award is this the way a 4-star airline behaves? Consider this during your next rating review.