Royal Brunei Airlines Reviews & Complaint Guide

After the cancellation, passengers were told hotel vouchers would be sent by text. Some people received them, some did not, and the desk could not explain why. By the time I found a room myself, the nearby hotels were much more expensive than they had been earlier in the evening.

I paid extra so our family could sit together, then at the airport the seats had been split anyway. The agent kept pointing to the screen like that answered the problem, even though my receipt showed the seat purchase. On a long AMS-NBO flight, being moved away from a child after paying for seats is not a small inconvenience.

The airport desk told us all rebooking had to be handled by phone. I called twice from the terminal, waited long enough to watch other passengers give up, and still did not reach anyone who could fix the trip. When travel plans are falling apart, being bounced between airport staff and the call center is not support.

After a tiring trip, I mostly wanted the bags to show up and the staff to be polite. That is exactly what happened. The baggage belt at LHR started quickly, both checked bags arrived together, and the employee nearby helped an older passenger lift a heavy suitcase without being asked.

Our original flight was cancelled and Royal Brunei Airlines automatically moved us onto a connection that looked impossible from the start. Staff at SFO kept saying the new 22:05 departure was the only option, but by the time we landed the onward gate was already closed. What bothered me most was being told to call support while standing in the airport with hotel nights already paid for.

We came off a long international leg exhausted and still had one more flight to go. The crew on Royal Brunei Airlines BI815 noticed several people were connecting onward and made a point of checking who needed gate information. It was not fancy service, just thoughtful and human, which mattered after a long day.

The area around seat 31A smelled strongly of the lavatory for most of the flight. A crew member offered a middle seat several rows back, but that was the only option. For a long trip, this was one of those problems that sounds small until you are stuck with it for hours.

Once the connection was missed, every person pointed somewhere else. Airport staff said to call, the call center said to ask the airport, and the app kept showing options that disappeared before I could select them. Nobody sounded responsible for getting us to the destination anymore.

The app changed first, the airport screen changed later, and the people at gate D21 still had no explanation. By the time someone finally said the 22:05 departure was delayed, several passengers had already missed the chance to adjust their connections. The delay was frustrating, but the silence made it worse.

The app said Royal Brunei Airlines BI963 was boarding soon, the airport screen still showed delayed, and the gate desk told us to ignore both until they made an announcement. That kind of mixed information is exhausting when you are trying to decide whether to get food, call a ride, or run to a different gate.

A phone was left with the wrong family member during boarding, and I expected that to become a mess. The gate agent at C7 stayed calm, coordinated with the people still outside the jet bridge, and got it back before the door closed. That one employee saved the trip from starting badly.

I submitted the refund form after a cancelled Toronto Pearson to Vancouver trip and received a case number right away. After that, nothing was simple. Each call felt like starting over, one agent could not see the previous notes, and the email replies never gave a real date for when the money would be returned.