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.
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 .
*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.
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Polarized pattern: few middle ratings. 46% of recent reviews are 4–5★ and 54% are 1–2★.
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
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!
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.
Very impressed. Our tickets were very favourably priced and we enjoyed very comfortable economy flights from Heathrow to Melbourne and return. Cabin crew could not have been friendlier or more helpful. All flights were on Dreamliners, an excellent aircraft.
Wonderful boutique airline with warm family oriented service. Food is delicious. Stop over in Brunei if you can, it's a great little destination to relax and enjoy the food.
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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