Royal Air Maroc Faces Customer Backlash Over Refunds and Communication Amid Flight Suspensions

L’Économiste lists the comments made by dissatisfied passengers of RAM services: "The responses on the refund are not clear, nor convincing... No follow-up has been given to my email sent two weeks ago... No response on the validation of the date of rebooking of my ticket... No feedback on the value of the credit... Same on the named transportation voucher... Who should I contact for the refund or credit of cancelled tickets?... Why are online bookings open on the RAM platform when air borders will remain closed until May?..."

"We strictly comply with the confinement instructions. No one answers the phone at the call center. We have set up a voicemail system that invites customers to send their requests by email to the call center (callcenter@royalairmaroc.com)," defend RAM executives. Similarly, the airline claims to have processed a large volume of files, on a case-by-case basis: "We have processed more than 12,000 files. Currently, 4,500 customer requests are being processed."

According to the Moroccan company, there is also a smaller proportion of customers who say they are satisfied with the quality of information and the speed of processing of their files. Some passengers even claim to have received "a message about the cancellation of their flight as well as apologies for the inconvenience caused" just after the closure of air traffic.

In addition, RAM claims to have set up a mechanism for changing or refunding the tickets of these customers.