My complaint:
Dear representatives of Royal Air Maroc,
I am writing to you with a complaint regarding the negative experience we encountered during our flights AT-833 and AT-220 from Brussels to Moscow, operated by your airline.
Our flight was scheduled for 18:35, but we departed late. We purchased transit tickets to Moscow, and boarding passes for both flights were issued to us at the check-in counter in Brussels. During the check-in process in Brussels, the staff assured us that we had enough time for the next flight, as the delay was not significant and boarding for the next flight would conclude 15 minutes before the aircraft’s departure.
However, when we landed at Casablanca Airport 40 minutes before the Moscow flight’s departure, we immediately proceeded to the transit area and presented our boarding passes. There were still 30 minutes remaining until departure, but we were denied boarding by a non-uniformed staff member at that time. He instructed us to approach the adjacent counter, stating that it was necessary.
When I approached the designated counter, there was a queue of several people ahead of me. By the time it was my turn, another staff member informed me that our flight was about to conclude boarding and we needed to hurry. He even approached the staff member who initially denied us and started speaking to him in Arabic. As a result of this delay and the discussion between the staff members, we were unable to board the flight. We were simply refused.
Firstly, I would like to point out that the boarding passes issued to us in Brussels clearly state that boarding for the Casablanca to Moscow flight concludes 15 minutes prior to departure. When I brought this to the attention of the staff member, I was told that they have different rules and boarding is only permitted for transit passengers if there is at least 1 hour remaining until departure.
In the end, one of the staff members informed me that it was already too late to board the flight and that I would have to take an alternate flight. My boarding passes were taken by the staff member and new boarding passes were issued to me, indicating that the next available flight would be in 2 days.
I explained that I couldn’t stay in Casablanca for 2 days as I was traveling with a 2-year-old child and an elderly mother. I was told that it was not their problem and there was nothing they could do about it. I requested to explore the option of being sent to Moscow on any other connecting flight with a layover, as I needed to return to Moscow as soon as possible. However, my request was denied without any explanation. I made several attempts to speak with the management, as I wanted answers to the questions that other staff members couldn’t answer. However, I was directed to different staff members, none of whom turned out to be a supervisor, and nobody could provide me with information or assistance in this situation.
The employees either ignored me, pretended not to understand English, or responded that it was not their problem and they didn’t know how to handle the situation.
I am extremely disappointed with the attitude and unprofessionalism displayed by the staff of your airline. As a passenger, I expected a more humane and conscientious approach to my situation and the exploration of alternative solutions.
There was a situation where I needed water, food for my child, and diapers. Unfortunately, I was in an area where there was no access to a restroom or any service. Despite the fact that the staff of your airline noticed that my child had red eyes and visible signs of discomfort, they did not offer any assistance or additional services.
In addition, I was denied access to my luggage, which contained necessary medications to alleviate my child’s condition as she has allergies. Also, the baby’s hygiene supplies were in the luggage as well. I was surprised and dismayed that the staff refused to assist me in this situation, despite the clear necessity and importance of these medications for my child’s health. I wasn’t even offered an apology.
When I expressed my intention to file a complaint on your website and requested the names of the employees to include in the complaint, I was denied. The employees of your airline stated that they were not obligated to provide their names and even turned their badges so that I couldn’t read their names. This created an atmosphere of despair and lack of assistance on your part.
In an attempt to document what was happening, I took out my phone and started recording the employees. They became loudly agitated at the sight of the camera, despite there being no signs prohibiting it.
In this situation, I suggested calling the police and contacting the consulate through them. I felt like I was in a prison-like situation and was not receiving any assistance.
It was already late, and my child needed to sleep. She was crying, but the staff member, without showing any sympathy, looked on indifferently and didn’t even offer water.
I am deeply dissatisfied with the events that occurred and the treatment I received during the flight. This is unacceptable and unworthy of an airline of your status and highly unprofessional.
At my request, the airline staff stated that they had called the police. However, the police officer didn’t arrive until 2 a.m.
Throughout this time, I approached the staff several times and asked how much longer I would have to wait, explaining that my child was feeling unwell and I needed to get to the hotel as soon as possible. The staff member blatantly smiled and repeated that I needed to wait, refusing to return my boarding passes. Such behavior was unacceptable.
At 2 a.m., a police officer arrived and was very friendly. I explained my problem to him, and he was the only one who could help me. The police officer escorted me to the baggage area and issued an order for my luggage to be released. The police officer assisted me in carrying my luggage, which consisted of three suitcases, two carry-on bags, and a stroller with my sleeping child.
I am deeply dissatisfied with the fact that your employees refused to provide me with any assistance, continuing to prolong the process. Without the help of the police officer, I would have been completely helpless and unable to protect my rights and interests. This is a clear violation of your obligations to provide adequate passenger service.
Thanks to the assistance of the police officer, I received a hotel voucher and detailed information on how to proceed with check-in for my flight in two days. The police officer also showed me where the bus to the hotel departs from, gave me his phone number, and said that I could contact him with any questions. Without the help of the police officer, I would have been left without assistance and support in an unfamiliar country.
I was appalled by the fact that none of your airline’s employees offered me any assistance or support in this situation.
I insist on a thorough investigation of this incident and the implementation of necessary measures to prevent similar situations in the future. I also demand appropriate compensation equivalent to the cost of the tickets for the inconvenience and stress I experienced as a result of the unprofessional conduct of your staff.
Suggested solution:
appropriate compensation equivalent to the cost of the tickets for the inconvenience and stress I experienced
