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FAQ

Help and FAQs

This page provides you the frequently ask questions about bookings online with www.flyroyalbrunei.com.

You may go to “Contact Us” if you are unable to find what you are looking for here.

Making a Reservation

  1. How do I book a flight online?
  2. How far in advance can I book a flight?
  3. How close to departure can I book a flight?
  4. Can I select my seat during the booking process?
  5. Can I earn frequent flyer points for my online reservation?
  6. Can I view my reservation after its been made?
  7. How many passengers can I book in one reservation?
  8. How do I take advantage of special offers?
  9. Booking with Child, Unaccompanied Minor & Infant

Canceling and Changing a Reservation

  1. Can I make changes or cancellations to a reservation that I have already purchased on flyroyalbrunei.com?

Purchasing a flight online

  1. How do I pay for my flight purchased online?
  2. Can I purchase a flight for someone else?
  3. What currency will my credit card be billed in?
  4. How will I receive confirmation of my online ticket purchase?

Credit Card Decline

  1. Why was my credit card declined?

Credit Card Security

  1. What is CVC2?
  2. Are my credit card details secured, especially during the online payment operation?
  3. How will I know whether the website is secure during the booking process?

Ticket Delivery

  1. What type of ticket will I receive?
  2. How Does Electronic Ticketing Work?

Refund

  1. Can I request for a refund online?

Trip Template

  1. I always travel to the same destinations. How can I save time during the booking process?

Become a flyroyalbrunei.com online member

  1. Why create a User Account on flyroyalbrunei.com?
  2. Do I have to be a flyroyalbrunei.com member to book online?
  3. How do I create a user account?

Hotel and Car Reservations

  1. Where can I book a hotel or car for my trip?

Troubleshooting

  1. I receive a blank message for my on-line booking confirmation and provisional itinerary in my email. What happened?
  2. I have forgotten my flyroyalbrunei.com password. What should I do?
  3. The flyroyalbrunei.com username I entered does not exist. What do I do next?

Additional FAQ for Pregnant Traveller

  1. Are there any restrictions for travel during pregnancy?

What is 3D Secure?

  1. How to Sign up?
  2. How it works on www.flyroyalbrunei.com

What are ‘Two to Travel’ and ‘Four to Travel’ promotion fares?

  1. What are the terms and conditions?

Making a Reservation

How do I book a flight online?

· The booking process is accomplished in 4 easy steps :

1. Air Search

Input your itinerary selection.

2. Air Availability

This page will show you the closest possible flights available

according to your requirements. Select the flight best suit to you.

3. Itinerary Review

This page will price your flight selection and gives the option for you

to purchase or modify your flight selection.

4. Final confirmation

Once you have booked and purchase your flight, you will be given

your itinerary information and reference code (Sabre record locator)

that you can print.

How far in advance can I book a flight?

· You may book your flight as far as 331 days in advance of departure.

How close to departure can I book a flight?

Flight No. Departure From Minimum time allowed before departure (hrs)
All other BI flights Brunei
Kota Kinabalu
Kuala Lumpur
Bangkok
Hong Kong
Shanghai
London
Manila
Jeddah
Melbourne
Singapore
Dubai
Jakarta
Surabaya
4
BI098 London 6
BI082 Jeddah 6
BI684/ Day 3 Manila 5
BI684/ Day 7 Manila 7
BI682/ Day 2,3,5,6 Manila 24
BI682/ Day 7 Manila 24

Can I select my seat during the booking process?

· Yes. Click on the ‘select seats’ icon on the ‘Itinerary Review’ page to display a graphical layout of the aircraft. Click on your preferred seat for each flight number and then click on the ‘Reserve’ button.

Can I earn frequent flyer points for my online reservation?

· Yes. Type in each passenger’s 9-digit Royal Skies frequent flyer number at the itinerary review page.

Can I view my reservation after its been made?

· Yes. However, you must be logged in as a flyroyalbrunei.com member at the time of purchase to take advantage of this feature. After login, select ‘Previous Online Bookings’ from the left navigation area and select your booking from the list.

How many passengers can I book in one reservation?

· You can book a maximum of 7 passengers in one reservation. To book additional passengers, create a new reservation and repeat the booking process.

How do I take advantage of special offers?

· Everyday low prices are available on our website. New offers will be updated regularly. We are currently developing an ‘email offer’ service that is expected to be launch very soon.

 

 

Booking with Child, Unaccompanied Minor & Infant

Travelling with adult paying passenger:

  1. With Royal Brunei Airlines (RBA), child fare is applicable for children between 2-11 years old.
  2. The fare is 80% of adult fare.(Please note some discounted airfares may not attract a child discount).
  3. In order to acquire the fare, children must travel with adult paying passenger on all flights within the same booking.
  4. A maximum of two children over the age of 11 years old are permitted per adult paying passenger. The accompanying adult’s name must appear on the child’s or children’s ticket.
  5. If a child turns 12 years old at any time during the journey, they will need to purchase an adult fare from the point of origin.

Travelling without adult paying passenger:

  1. Children age 5 years and under who are travelling alone must be escorted by an adult. Escorts can be provided by the airline at a full published rate.
  2. Children between 6-11 years old who are travelling alone are considered as “Unaccompanied Minor” and must pay a higher published fare. (Please contact us for details).
  3. Children of age 12 years and over who are travelling alone are considered a “Young Passenger” and must purchase an adult fare.

Economy and Business Class fares for infant:

  1. Infants are classified as children under the age of 2 years old (during the entire journey), and do not occupy a seat.
  2. The fare is 10% of the published fare.
  3. One infant must be accompanied by one adult paying passenger who is 18 years old or over.
  4. If an infant turns 2 years old at any time during the journey, they will need to purchase a child fare.

For booking with child and infant please contact your nearest RB Office.


Canceling and Changing a Reservation

Can I make changes or cancellations to a reservation that I have already purchased on flyroyalbrunei.com?

Once your reservation has been booked online, please contact your nearest local Royal Brunei Airlines Reservation office for any changes or cancellations. Changes and cancellations cannot be made online. Please make sure you read and understand the fare rules when making a booking. Fees for changing or canceling a reservation will most likely apply.

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Purchasing a flight online

How do I pay for my flight purchased online?

· Currently flyroyalbrunei.com accepts the following credit cards :

* Visa Card

* MasterCard

* AMEX Card

Note: You may be required to present your credit card upon check-in at the airport.

Can I purchase a flight for someone else?

· Yes

What currency will my credit card be billed in?

· Your credit card will be billed in Brunei Dollars (BND).

How will I receive confirmation of my online ticket purchase?

· During the last stage of the booking process (Final Confirmation), you will receive a printable confirmation that states your travel itinerary and booking reference (Sabre record locator). Please print that page and keep for future reference.

Additionally, a HTML version of your itinerary of your online ticket purchase will be sent directly to the email address you have supplied at the ‘address and ticket delivery information’ once the booking process have been completed. Please note that fares are not guaranteed until ticketed.

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Credit Card Decline

Why was my credit card declined?

Your bank may have declined your credit card transaction due to the following:

- Your bank may not allow your card to be used for online payment.

- Your bank requires your card to be registered under 3D Secure before it is allowed to be used for online purchases.

- Your card is used outside of its country of issue.

- The frequency of usage and/or amount charged to your card raises concerns over card security.

Kindly contact your bank for further assistance.

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Credit Card Security

What is CVC2?

· This is a special security encryption used by Visa and MasterCard to prevent fraud and misuse of credit cards. The Card Validation Code is a special 3-digit code printed at the back of your credit card directly after the credit card number.

Are my credit card details secured, especially during the online payment operation?

· Yes. Your credit card details are secured when making a reservation online. Please note that although we require your CVC2 number, we will only use it for card validation. It is not seen or stored by Royal Brunei Airlines.

How will I know whether the website is secure during the booking process?

· Starting from the itinerary review web page, there should be a lock icon displayed at the bottom right side of the status bar. If you double-click the lock icon, a certificate will be displayed verifying the security of the website.

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Ticket Delivery

What type of ticket will I receive?

· Royal Brunei Airlines has begun to implement Electronic Ticketing. At the time of ticket purchase, you will be informed if the journey is eligible for Electronic Ticketing. Otherwise a paper ticket must be requested using one of the delivery methods shown on the web.

How Does Electronic Ticketing Work?

· At the time you purchase your booking online, you will be informed if the journey is eligible for Electronic Ticketing. Electronic Tickets are a convenient alternative to a paper ticket. With an Electronic Ticket, you only need to print a copy of your itinerary and keep it with you during your journey. When you get to the last page of the booking process (titled Final Confirmation), you will see a button called ‘Printable e-invoice’. Click this link to send a copy of your itinerary to your printer.

If a printed itinerary is misplaced, a registered user of our site can go back to the Internet and retrieve a new one. Non-registered users can contact RBA to have an itinerary emailed to them.

When checking in for a flight, simply present your passport and Electronic Ticket Itinerary.

If you cannot print your ‘e-invoice’, your local RBA office will be able to print the necessary documentation for you.

As new routes become eligible for electronic ticketing, this option will replace traditional paper ticket delivery methods such as Airport Pickup, City Ticket Office Pickup, Mail, Courier or Service Centre Pickup.

If you lose your printed Itinerary, please request a replacement for it from Royal Brunei Airlines. There is no charge for a replacement Itinerary.

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Refund

Can I request for a refund online?

· No. Refundable paper tickets cannot be processed online but must be returned to Royal Brunei Airlines ticket office for a refund. Please note that the refund of tickets are subject to the fare rules for the particular destination. Therefore, please read the fare rules before purchasing a ticket online.

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Trip Template

I always travel to the same destinations. How can I save time during the booking process?

· By logging in as a flyroyalbrunei.com member, you can save your favorite travel itineraries or any previously booked itineraries as ‘saved trips’. Saved trips are trip templates and are a useful way to store and re-use travel itinerary information for your frequently traveled destinations. Please be aware that this is not an actual booking!

For example, if you travel regularly between Bandar Seri Begawan and Singapore, you can save your favorite air carrier, car rental agency and hotel information in a trip named “BSB-SIN”. Therefore, each time you need to plan another trip for travel between Bandar Seri Begawan to Singapore, you can short-cut the reservation process by clicking on the ‘Trip Templates’ and selecting your saved ‘BSB-SIN’ trip.

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Become a flyroyalbrunei.com online member

Why create a User Account on flyroyalbrunei.com?

· By creating a FREE flyroyalbrunei.com user account, you will have access to additional features not available to non-members such as:

* You will not have to re-input information required to make a booking,

thus saving time on repeat online purchases.

* Holding a reservation and pay in person or via phone later.

* View details of previous bookings made online.

* Use details of previous bookings for future bookings.

Do I have to be a flyroyalbrunei.com member to book online?

· No. You can access information on flights and fares without logging in as a member. After selecting an itinerary, you have the option to either log in or continue as a Guest. However, as a Guest, you will not be able to view your online bookings after purchase.

How do I create a user account?

· Click on ‘create an account’ and enter a username and password. Please keep your password in a secure place for security purposes.

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Hotel and Car Reservations

Where can I book a hotel or car for my trip?

· Click on the ‘add a car? or ‘add a hotel’ icon of your selected destination city

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Troubleshooting

I receive a blank message for my on-line booking confirmation and provisional itinerary in my email. What happened?

· As the on-line booking confirmation and provisional itinerary email are sent via HTML format, please ensure that your email is defaulted to view HTML formatted messages.

I have forgotten my flyroyalbrunei.com password. What should I do?

· Usernames and passwords are case-sensitive. Therefore, please ensure that you have entered them correctly.

To receive your password via e-mail, go to the login page and click on ‘forgot your password?’. Enter your username and click ‘continue’. Your password will be sent as a GetThere notification e-mail to the address entered in your user profile. Please note that username and password are case-sensitive.

The flyroyalbrunei.com username I entered does not exist. What do I do next?

· Usernames and passwords are case sensitive. If you are having problems logging in after entering your username and password, check to see if you are entering them correctly.

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Additional FAQ for Pregnant Traveller

Are there any restrictions for travel during pregnancy?

Travelling by aeroplane is a safe means of transportation for pregnant women who have not experienced any previous complications.

However, to safeguard the health of mother and baby, expectant mothers who are past 28 weeks are required to bring certified medical clearance which stipulates in writing that the passenger is medically stable to fly.

After the 36th week of pregnancy and onwards, carriage will not be undertaken, regardless of any Medical certification.

Note: The passenger should be in possession of a medical certificate issued a maximum of seven (7) days before commencing to travel for each flight sector.

Some countries may place limitations on the entry of non-national women who are expecting. We advise you to check with the local embassy or consulate regarding the country’s requirements.

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What is 3D Secure?

3D Secure is a simple password-protected identity-checking service which is designed to improve both Cardholder and Merchant confidence in Internet purchases and to reduce disputes and fraudulent activity related to the use of cards.

The system is supported both by Visa and MasterCard. Two logos are displayed on the payment page – ‘Verified by Visa’ and ‘SecureCode’ logo. Cardholders who register with 3D Secure will be prompted to enter a password for authentication purposes at the time of purchase.

How to sign up? It is very simple:

  • Sign up for the service through your card issuer
  • Choose a password and a personal message to verify your identity
  • Once signed up, you may shop at any online merchant offering 3D Secure

How it works on www.flyroyalbrunei.com:

  • Choose your flight
  • Enter your personal info and card details as usual
  • A pop-up window will appear on the screen
  • Your payment information will be displayed on the screen prompting you for your 3D Secure password.
  • Enter your password and click ‘submit’
  • Your identity is then confirmed and your online ticket purchase is completed securely

 

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What are ‘Two to Travel’ and ‘Four to Travel’ promotion fares?

‘Two to Travel’ (BI 2) promotion is applicable for minimum two (02) passengers per booking. ‘Four to Travel’ (BI 4) promotion is applicable for minimum four (04) passengers per booking.

What are the terms and conditions?

  • Tickets purchased on flyroyalbrunei.com under the BI 2 and/or BI 4 promotion is based on SKY Deal fare rules.
  • Tickets are to be purchased together under a single itinerary via flyroyalbrunei.com only.
  • Travel itinerary must be completed in the sequence stated in the e-ticket. Failure to do so may result in denied boarding.
  • In the event that a member or members of the travelling party is/are unable to travel, the remaining passengers may continue their journey. Unused ticket(s) shall be forfeited (SKY Deal fare rules applies)

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