Royal Air Maroc

I left a very negative review of Royal Air Maroc previously when it took 2 years for them to refund a ticket they cancalled due to COVID. Recently, I returned to Morocco and, with much hesitation, decided to fly RAM because it is the only airline with direct flights. My experience was so much different this time I feel obligated to write this positive review.

The airport check in, flight to Morocco, and arrival procedures were efficient and as good as any for any of the other airlines I have taken overseas.

The return flight experience turned into a shining example of superior customer service that should make many other airlines jealous. Casablanca airport has several "extra" security chechpoints (I never complain about extra security!!) as well as long walks to the gates. I had suffered dehydration and heat exhaustion when the rental car air conditioner quit working several days earlier. Even though I had rested and thought I was better, once I started walking to the gate, I felt more and more unwell, totally exhausted and having difficulty breathing. Finally at the gate, I realized I had dropped my boarding pass, particularly important here because of the security stamps added to it along the way.

I was sent to another gate a little distance away for a new pass. Knowing I was walking so slowly, having to sit and rest every 50 feet or so, I was distressed about not making it back in time for my flight. When I got to gate A5, the two young men attending the gate called a supervisor for assistance.

Things went into fast forward. The supervisor sat me down and sent an employee to get the new boarding pass. When it arrived, he brough a man with a wheelchair to speed me to my gate. On arriving, we found the staff there had traced my path back toward the security gate and found the original pass on the floor. I was whisked aboard the plane, the last passenger to arrive, where the crew sat me on a jump seat, gave me water, and carried and stowed my suitcase for me. What amazing teamwork to make certain I made my flight!!!!

Wow, did this experience ever change my perception of Royal Air Maroc! It is obvious to me that RAM has recognized many of its inadequacies in customer service and is making serious efforts to improve. When I return to Morocco next year, I will have much more confidence flying this airline.