RB News

China Flight Delay & Cancellation Information

16 January 2017, 10:05 AM

DELAY ARRANGEMENT

Applicability

The following rules shall apply:

  • On conditions that you have a confirmed reservation on the flight concerned and present yourself for check-in as stipulated and at the time indicated in advance and in writing or electronically, or, if no time is indicated, not later than 45 minutes before the published departure time;
  • only to passengers travelling at a fare available directly or indirectly to the public, or on tickets issued under a frequent flyer programme or other commercial programme.
  • where Royal Brunei Airlines Sdn Bhd the operating carrier of the flight

Rules for Assistance

When Royal Brunei Airlines Sdn Bhd reasonably expect a flight to be delayed beyond its scheduled time of departure:

  • for two hours to five hours in the case of flights of 1 500 kilometres or less;

Royal Brunei Airlines Sdn Bhd will offer you free of charge:

  • meals and refreshments in a reasonable relation to the waiting time;
  • and – two telephone calls, telex or fax messages, or e-mails.

When the time of departure reasonably expected is at least the day after the time of departure previously announced, in addition to the assistance described above, Royal Brunei Airlines Sdn Bhd will offer you:

Hotel accommodation:

  • where a stay of one or more nights becomes necessary, or
  • where a stay additional to that intended by you becomes necessary; and transport between the airport and place of accommodation (hotel or other).

When reasons such as air flown control, weather,security ,passenger  or others  unexpected and uncontrollable reason,  Royal Brunei Airlines Sdn Bhd will assist:

  • passenger to book hotel accommodation and meal , but cost on passenger own account.

If long delay on the ramp due to air flow control or any other uncontrollable reason, Royal Brunei Airlines are to announce the flight movement including delay reason, expecting delay timing.

During the delay period, Royal Brunei Airlines shall ensure lavatory to be available and to provide Medical Services if required:

  • Delay exceed 02 hours or above, Royal Brunei Airlines shall provide water and meal in the
  • Delay exceeds 03 hours or above, Royal Brunei Airlines shall arrange passengers to disembark from the aircraft after obtaining approval from airport authority and not against Security and Aviation regulation.

 

FLIGHT CANCELLATION ARRANGEMENT

Applicability

The following rules shall apply:

  • in the event of the non-operation of a flight which was previously planned to be operated by Royal Brunei Airlines Sdn Bhd and in which at least one place was reserved;
  • on condition that you have a confirmed reservation;
  • only to passengers travelling at a fare available directly or indirectly to the public, or on tickets issued under a frequent flyer programme or other commercial programme.
  • where Royal Brunei Airlines Sdn Bhd the operating carrier of the flight

Rules for Compensation and Assistance

If your flight is cancelled, Royal Brunei Airlines Sdn Bhd will offer you the following assistance:

I. A choice between:

  • your reimbursement for the part or parts of the journey not made of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity;
  • or re-routing, under comparable transport conditions, to your final destination, at the earliest opportunity;
  • or re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

II. In addition, Royal Brunei Airlines Sdn Bhd will offer you, free of charge: (a) meals and refreshments in a reasonable relation to the waiting time; and (b) two telephone calls, telex or fax messages, or e-mails.

III. In the event of re-routing in connection with your cancelled flight, if the reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, Royal Brunei Airlines Sdn Bhd will also offer you:
hotel accommodation in cases:

  • where a stay of one or more nights becomes necessary; or
  • where a stay additional to that intended by you becomes necessary; and
  • transport between the airport and place of accommodation (hotel or other).

Passenger shall send official complaint letter with signature by self or through designated agency within 7 days since flight delay day or the after  date come back from oversea.   Royal Brunei Airlines will feedback with final settlement within 14 days.

Remarks:

This Delay Arrangement is made in Chinese and English. In the event of any inconsistency or ambiguity between the English version and the Chinese version the English version shall prevail. According to Royal Brunei Airlines Regulation , We will not offer any kind of compensation by cash, others kind of  funds given, coupon of inflight expense deduction,mileage coupon,etc during handling of flight delay or cancellation.

Any further feedback/complaints arise,  you may contact Royal Brunei complaint acceptance desk below :

PSA  Passenger (South China)
Deks Air (China) Ltd. Guangzhou Branch
Telephone :  (86) 20 83323120
                   (86) 20 83321575
Email  :  [email protected]
PSA Passenger (BEIJING)
Telephone  :  (86) 10 58797668
Email  :  [email protected]
PSA Passenger (SHANGHAI)
SHA LONWAY INTERNATIONAL TVL SVCS
Telephone  :  (86) 21 53027288
Email  :  [email protected]
Kindly take note that the above acceptance desk is able to communicate in Chinese