Royal Brunei Airlines is a boutique airline headquartered in Brunei, specializing in providing flight ticket booking services to a variety of domestic and international destinations. The airline offers a range of travel options, catering primarily to leisure travelers, business professionals, and expatriates seeking to explore Brunei and other key locations across Asia and beyond. With a focus on customer satisfaction, Royal Brunei Airlines provides essential travel updates and advisories, ensuring travelers are informed about requirements and services before their journeys. The company operates flights that connect passengers to significant capitals, enhancing accessibility and cultural exchange. For more information on flight schedules, booking, and travel policies, customers can visit the official website at www.flyroyalbrunei.com.
Royal Brunei Airlines receives mixed feedback from its customers, with a notable divide in experiences. Many reviewers appreciate the attentive service and comfortable seating, highlighting positive interactions with staff and the value for money, especially on long-haul flights.
However, a significant number of complaints focus on poor customer service, particularly during check-in and flight delays, with some passengers reporting unprofessional staff behavior and lack of communication. Instances of lost luggage and inadequate responses to complaints further contribute to the negative sentiment. While some travelers express satisfaction with their overall experience, the recurring issues with flight management and customer support overshadow the positives. Overall, the sentiment leans towards disappointment.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.8 | 26 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Aug 2024.
| Month | Average | Reviews |
|---|---|---|
| Dec 23 | 5.0 | 2 |
| Jan 24 | 1.0 | 2 |
| Feb 24 | — | 0 |
| Mar 24 | 5.0 | 1 |
| Apr 24 | 1.0 | 1 |
| May 24 | — | 0 |
| Jun 24 | 1.3 | 3 |
| Jul 24 | — | 0 |
| Aug 24 | 3.0 | 2 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 26 most recent reviews.
“I was calling for reschedule my friends fly ‘Nd the service was excellent”
“Worst attitude and customer service ever”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Airlines.
| Company | Overall | Legit | Service | Value | Booking | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 2.8 out of 5 (fair) | 100 out of 100 | 3.0 out of 5 (fair) | 2.5 out of 5 (poor) | 2.2 out of 5 (poor) | — | 26 |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.8 out of 5 (good) | 3.5 out of 5 (good) | — | 1,083 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.6 out of 5 (good) | 4.5 out of 5 (good) | — | 1,069 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.6 out of 5 (good) | 4.9 out of 5 (good) | — | 1,050 |
Bottom line: Royal Brunei Airlines is #5 of 5 on overall rating in this group. On booking, Audley Travel scores higher (4.9 vs 2.2).
26 reviews of Royal Brunei Airlines. Filter by what matters to you.
Over a year ago
I was calling for reschedule my friends fly ‘Nd the service was excellent!,during the awful phone connection, Shannon still called me back and guide me how to sort out my problem. Warmth and thougtful... See more
Over a year ago
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 fo... See more
Over a year ago
Worst Airline Ever exist Wasted Our time. Flight delayed for 8 hours for no Specific reason Just sending us all around the airport from gate 11 to 14 and then to 7 Do Not Fly With this Airline
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Polarized pattern: few middle ratings. 46% of recent reviews are 4–5★ and 54% are 1–2★.
I was calling for reschedule my friends fly ‘Nd the service was excellent!,during the awful phone connection, Shannon still called me back and guide me how to sort out my problem. Warmth and thougtful service definitely worst 5 start review .
Horrible experience at DXB - check in staffs were unprofessional as if they were doing work at the cafe, ongoing chats and late staff arrivals while queue gets longer but don't even care. The handling staff doesn't even allow ticketing with verified visas, residential ID and credit card, yet insisting the evidence of flight ticket back to home country. Absolutely horrendous! Worst attitude and customer service ever. The flight got torn pillows and dirty blankets, obviously didn't do the cleaning enough (or at all). Disgusting fleet cleanliness. Flight attendants were super friendly and they were attentive to passengers, which I was glad to see. Food quality was average but flight attendants frequently brought snacks and drinks.
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.
Worst Airline Ever exist Wasted Our time. Flight delayed for 8 hours for no Specific reason Just sending us all around the airport from gate 11 to 14 and then to 7 Do Not Fly With this Airline
Taken business class with RB multiple times for both long and short haul The business class is below average comparing to services and amenities offered by Business class on other airlines such as Singapore airline and KLM. Not value for money, unless it is really significantly cheaper. Expect to only enjoy the flat bed. Below are somethings that will really make a difference in the experience: 1) Cheap quality headphones that are uncomfortable. Most airlines are offering noise cancellation headphones (bose) in their business class. SIA is providing noise cancellation headphones even in premium economy class. 2) No wifi on board. This is really a deal breaker for business travellers 3) Poor Inflight entertainment system - lack of movies and songs selection. There was once the inflight entertainment wasn't working for my entire flight to London. I wasn't offered any compensation. Flight stewardess just mentioned they had reset the system, and they can't move me to another seat cause it is full. 4) Unable to view and order in flight food menu on RB App. Singapore airlines provides business class to pre select and cook to order. On top of that, menu is presented on in flight entertainment screen on every flight. 5) Lack of variety in food menu. There is no menu provided on paper or on screen to enable you to order snacks. the stewardess only asked once after boarding the flight if we would like any snacks. How am I expected to know what is available? 6) taste of food & presentation is poor. It seems to be getting worse. The salad leaves looks wilted and dead. 7) No direct aisle access for window seats. You would need to climb over another passenger inorder to access the aisle if ypi are seated at the window. In addition to that, the customer service skills are non existent. Once encountered a flight cancellation which was not even communicated via an official email or text. Instead, i stumbled across it via Instagram of another friend's repost. Just ridiculous that flight updates is done via Instagram. Not everyone has an instagram account. There was no response when feed back was provided. The RB app is useless when it comes to live updates of flights and airport. Serious improvement needed, look at KLM and SQ app. Even budget airline like ryan air and easy jet has better apps.
B1 0979 What is happening.????? Children are crying screaming its been more than 24hrs stuck in DXB airport. No update. No staff to talk to!!!! Then you will claim its not in your hand? Shame!!!! You kept promising to for a hotel stay but NOTHING!!! NO UPDATE!!!
*5 star is accounting for value* Went London Heathrow to Dubai and back again, both economy. 2 adults, 1 child, return, £1200. That included meals, drinks and 25kg luggage per person. Online check-in didn't work, but I was aware of that before hand. We got to airport 3 hours before flight, was a breeze at Heathrow, instant check in at the desk. But flight to Dubai was half empty. Coming back to London was only about 10 minutes checking in, on a packed flight. The food was better than expected, similar to Emirates. The cabin crew were very professional, the ladies looked very elegant and exotic. You get a blanket, a pillow and earphones. And toothpaste and a toothbrush in the toilets. There is an Islamic prayer before take off, but the volume was very low. I could barely hear it. *This seat info is for the Boeing Dreamliner* We had extra leg room, unofficial 'exit' seats on the outbound flight (I'll add a tip for that at the end of review) they were lovely. And normal seats on the inbound flight. The normal seats had enough leg room, but the 'exit' seats were great. The one downside is the seats were a little hard. But 7/8 hours was ok. I don't think I'd like to fly from Australia to UK in those seats. My tip for the 'exit' seats is choose row 27 or 42, seats D, E and G (There is no F). They are 3 in their own row in the middle of the plane. I think they are usually for people travelling with babies, as they had space for the cribs that go on the wall in front. But on both flights, the crib wasn't there. Those were excellent seats. All in all, for the money we paid, if you can get a similar good value deal, I'd definitely recommend. I've flown low budget long haul before (Norse to USA) and you don't get food or luggage with their base price.
Royal Brunei Whatsapp chat agent has extremely limited customer service skills and didn’t offer good advice. My husband was hospitalised for two weeks for Covid in Rome. I was alone in a foreign country and having fever. I was extremely stressed and having a headache! I requested a refund for my flight from DXB to BWN but the chat agent asked me to email their call centre. The call centre ignored my emails. The agent could have advised me to reschedule my flight so it will remain active and I could change it for other destinations or transfer to another traveller by paying a fee. They were absolutely unempathetic. Ill trained agent and unresponsive call centre!
Flew with RB through Opodo to Adelaide, Australia, wish I hadn’t!! Flight info said 2 stops, Brunei and Melbourne, we had an extra stop at Dubai, got off the plane was marched around the whole airport and then straight back on the plane! Joke! The flight crew were great, the plane was old, uncomfortable, and in a state of ill repair. So uncomfortable that we barely slept and I could hardly walk when I got off it. We got to Brunei at about 1am, had to take off all cabin bags including a bottle of vodka bought in the Uk, there was a small coffee shop and nothing else open. I tried to talk to airport staff about upgrading for the remaining fight to Aus but no one wanted to even talk to me. Then to top it all off, when we tried to re board the plane the vodka was confiscated by a security guard who made it sternly clear I wouldn’t be taking the vodka with me! I could understand if I was trying to take it into Brunei but obviously I wasn’t. I’ve emailed Royal Brunei and the best I got was “sorry you lost your vodka”. Don’t risk your money, go with a real airline and don’t book through Opodo, they’re just as bad.
Used them a couple of times. Most recently it was a bit of a necessity as the major airlines flying to the UK were so costly. Think it was $2500 less for 5 tickets than the nearest major. Brunei airport isn’t great so keep your stop overs to a minimum. Food is ok. No alcohol but I always have to drive the other side anyway, so doesn’t bother me.
Amazing experience. Great, attentive and friendly staff, smooth travel experience - I'll choose them next time
I booked my trip this week to Australia thro a travel agent and I had to arrange wheelchair assistance and seats by contacting royal brunei customer services I e mailed them and received a quick reply and within 24 hours it was all sorted out I cannot fault them so far I will leave another review after my flight in september and hopefully another 5 stars
Used this airline a few times going London to Dubai or vice versa because it was a little cheaper than other airlines. The online check-in never works. Tried iphone/laptop/android and have never been able to check in for one of these flights. Then join a large queue (and arrive to airport early) unnecessarily as I don't take bags just to get a boarding pass. Not worth the difference in price. Go for BA/Emirates for better flight (and for the tech to actually work).
Absolutely awful airline, with even worst customer service. We arrived in Melbourne on 28th Feb 2023, only to find that my luggage was missing. I got it back after 2 MONTHS and had to spend all my savings on new clothes and medication. The journey to getting it back was absolutely appaling. My emails and calls were being ignored to the point where I was trying to contact them every day. I ended up going through Facebook messenger. They finally got back to me saying they have found my suitcase and will contact me when it is on the way. 2 days later and the WRONG suitcase arrived with no indication it was on the way, AFTER I had asked them to check the contents inside before the sent it. So then I ended up with some poor woman's suitcase in my garage. Fast foward another month, and my mother all the way back in England was also trying to contact them as we were being IGNORED!! FINALLY my suitcase turned up, not thanks to Royal Brunei, but to the luggage company in London/Melbourne (Menzies I believe). I have been trying to contact Royal Brunei for a further 3 weeks now about the compensation they owe me (they should pay me a certain amount for each day I was without my case and then some!!) STILL NO LUCK and yet again being ignored after resorting to contacting them about 4 times a week. They clearly do not want to take responsibility for the amount of financial and mental stress they have caused me, yet alone pay me the compensation I deserve. They are withholding my money and it's disgusting and unethical. I have never known such useless and disgraceful customer service. Please fly with another airline!!
I had cancellation without any apparent reason last September 2022 and it took Royal Brunei 5 days to give us a replacement flight and they rebooked me to another flight which was 7 days later than original date!! My husband had to pay visa extension, I missed one week of work hence lost a week worth of income and my children missed 7 days of school. I emailed them several time to request a compensation but not once they replied. This is our second time experiencing problem with a Royal Brunei. Previously in 20017 they lost our luggage then they found it and delivered it to our house in which the luggage was broken (cracked open) and I believe they left it under the rain as our item was ruined due to water. It is so disappointing and I am still waiting their reply.
A fantastic customer service I have received from London Royal Brunei Airline Office. They have given me update on my flight schedule and the changes that happened to no fault of their own. As the current global circumstances have been changing more drastically than ever. Numaan assisted me on this and have given me outright options as possibly as he can. Thank you very much for your service, I am pleased!
Good staff and nice service. I have used them for the past 2 years and am happy with their level of customer service. Good people and the food is very nice too !!!
Appalled at the complete lack of customer service following a complaint. Prior to my 21 hour flight I purchased a better seat for £120 - only to then have a broken seat on the second 14.5 hour leg of the journey: resulting in being more uncomfortable than anyone else. I’ve reasonably requested the refund of the extra £120 I paid but all I’ve received is a meek apology.
Do not use this airline. Very unreliable and terrible customer service. They cancelled my flight without explanation and automatically re-booked my ticket for a different date without speaking to me. I called to ask for a refund because I could not travel on the date they had selected. They had the audacity to charge me an $80 cancellation fee (for a flight I had never agreed to). I asked to speak with a manager to discuss the $80 cancellation fee and was told no.
Very nice airline, very good onboard service, organised ground staff. I flew business class with them in 2017 DXB-BWN-DXB and enjoyed the experience.
Royal Brunei Airlines is a boutique airline headquartered in Brunei, specializing in providing flight ticket booking services to a variety of domestic and international destinations. The airline offers a range of travel options, catering primarily to leisure travelers, business professionals, and expatriates seeking to explore Brunei and other key locations across Asia and beyond. With a focus on customer satisfaction, Royal Brunei Airlines provides essential travel updates and advisories, ensuring travelers are informed about requirements and services before their journeys. The company operates flights that connect passengers to significant capitals, enhancing accessibility and cultural exchange. For more information on flight schedules, booking, and travel policies, customers can visit the official website at www.flyroyalbrunei.com.
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