RB News

27 March – Latest COVID-19 Update

27 March 2020, 9:42 AM

We’re currently experiencing extremely high call volumes. Please refrain from calling unless you’re travelling in the next 72 hours so we can help those needing urgent rebooking.

Our Commitment

Thank you for the trust you place in us to fly Royal Brunei Airlines. These are unprecedented times in the travel industry and we ask you check government travel advice of your origin, departure, transit and home nation before travelling.

Please be assured that our teams are working closely with all stakeholders. We’ll do everything we can to help support our guests at this time.

(New) Royal Brunei Operating Flights - March/April 2020

With the rise in the outbreak of the coronavirus (COVID-19) globally and numerous travel restrictions from various Governments, demand for air travel across the world has declined significantly. Royal Brunei will therefore operate a revised and substantially reduced flying program across March and April.

A new temporary flying program will operate from 12:01am on 23rd March 2020 to 11:59pm on 30th April 2020, directly connecting Brunei to Singapore, Melbourne, Hong Kong and Manila only. This retains vital connectivity for services, supplies and the small numbers of guests who must and are able to travel onto other destinations.

All other flights not listed are not operating during March and April.

Details of all operating flights are shown here

Travel Advice from Brunei and other countries

Royal Brunei Airlines (RB) is closely monitoring the development of the COVID-19 around the network and the directives from the World Health Organisation (WHO) and the different Government Agencies in countries we serve. The safety of our crew and guests is our highest priority. We are working closely with the authorities to take measures to minimise the spread of the COVID-19 and taking proactive measures for our guests and crew.

In case of symptoms suggestive to respiratory illness before or after travel, travellers are encouraged to seek medical attention and share travel history with their health care provider immediately.

Arriving into Brunei

Effective 0000hrs 24 March 2020, the entry ban to Brunei and transit ban at Brunei International Airport has been extended to all countries except for citizens of Brunei.

For clarity foreign nationals will not be allowed into Brunei and those foreign nationals that have previously been granted re-entry visas, travel visas, student visas and dependent visas who are still residing in their own country are to delay travel to Brunei.

In addition, all visitors arriving into Brunei, will be required to undergo a 14-day self-isolation period immediately at appointed monitoring centres or if specific criteria are met at home in accordance with the Infectious Diseases Act (204).

Departures from Brunei

For more information, please visit Brunei Darussalam’s Ministry of Health updates on COVID-19.

For the latest travel advisory from the Brunei Government please refer to the latest media releases here.

Following Brunei government regulation, please note from 16th March 2020 all citizens and residents of Brunei (including other nationalities holding green identification cards) are restricted from leaving the country, except in certain circumstances such as undergoing medical care, attending court hearings, or resuming study abroad. Permission for travelling must be approved by the Prime Minister’s Office (PMO). Travel applications can be made through email at [email protected] by attaching supporting documents.

Please be advised without the appropriate supporting documents and explicit approval from the Prime Minister’s Office, citizens and residents of Brunei will not be permitted to check-in or fly from Brunei International Airport with immediate effect.

As part of our temporary measures, effective 1 April 2020, our check-in counters at Brunei International Airport will be available 2 hours before scheduled departure.

Travelling from/to Other Countries

The International Air Transport Association (IATA) has published a comprehensive latest list for travel restrictions imposed by the various Countries. Additional information can be found here.

Please ensure all guests familiarize themselves with the latest travel advice from your origin, departure, transit and home nation before travelling as significant restrictions may be in place.

For more information on destinations and specific restrictions in place, please visit the following:

In addition, following Brunei Government travel advisory, RB will not permit guests to board or travel who have visited the following territories in the last 14 days.

  • Hubei province in China
  • Islamic Republic of Iran
  • Europe (which includes the United Kingdom and Italy)

Brunei citizens and diplomats are permitted.

Travel Advice for Australians

Australian citizens are advised to keep up-to-date with the latest travel advice at Smart Traveller.

Travel - RB Enhanced Measures

The safety of our guests and crew is our highest priority. We uphold the highest standards when it comes to cleaning our aircraft and have stringent standard operating procedures in place. All RB aircraft undergo a thorough cleaning and disinfectant process which includes cabin cleaning and wipe down of all tables, seat trims and inflight entertainment screens together with headsets. All headsets, pillows and blankets (used and unused) are removed after every flight. We carry on board disinfectant sprays, masks and hand sanitizers for additional preventive measures. Our aircraft is equipped with High Efficiency Particulate Air (HEPA) filters with similar performance to those used in hospital operating rooms. The cabin air is refreshed every few minutes and is sterile and particle free. To-date there has been no confirmed inflight transmission of COVID-19 anywhere in the world.

We have also introduced some changes to our in-flight services as a preventative measure.

Rebookings

Royal Brunei Airlines is giving guests peace of mind by waiving all rebooking fees for all booked tickets issued for travel up to 31 May 2020, with immediate effect.

Guests can cancel their existing flight itineraries, retain the total value of their booking and rebook their travel up to 12 months from the date the credit voucher is issued. Booking can be done at a later date when guests are able to firm up their new travel plans across any Royal Brunei route by simply paying any applicable fare difference.

Guests may submit a Request Form for us to process your requests. Due to the high volume of incoming requests, we will respond to you within seven (7) business days. We apologise for any inconvenience caused. 

Contacting Us

RB apologises for any inconvenience caused and we will continue to monitor the situation closely working with industry, international and government stakeholders.

Guests on affected flights will be contacted by our RB Customer Service Centre over the coming days for alternative flight arrangements. We’re currently experiencing extremely high call volumes, please refrain from calling unless you’re travelling in the next 72 hours so we can help those needing urgent rebooking.

RB is closely monitoring this situation and will provide further updates to the latest developments on this matter as appropriate.

Follow RB on Twitter (@royalbruneiair) and Facebook for the latest updates, or flyRB.com or contact your nearest RB office.

RB Offices

In the event that our local offices are closed (for walk-ins or operationally) due to respective government guidelines, kindly email, call us or submit your requests through our Request Form. RB Offices that are affected:

Country
Australia Closed for walk-ins.
Guests can call, email us or submit a Request.
Malaysia Closed for walk-ins.
Guests can call, email us or submit a Request.
Philippines Closed.
Guests can email us or submit a Request. No direct telephone.
Brunei Closed for walk-ins.
Guests can call, email us or submit a Request.
United Kingdom Closed.
Guests can email us or submit a Request. No direct telephone.
Indonesia Closed for walk-ins.
Guests can call, email us or submit a Request.

Frequently Asked Questions (FAQs)

1.Where can I check the latest travel advice?

Latest travel advice to and from Brunei can found in the Travel Advice from Brunei and Other countries above.

2. How do I check the status of my flight?

Please refer to Temporary Flight Suspensions and Flight Consolidations tab above.

3. My flight has been cancelled. What are my options?

Guests on affected flights will be contacted by our RB Customer Service Centre for alternative flight arrangements.

Royal Brunei Airlines is giving guests peace of mind by waiving all rebooking fees for all booked tickets issued for travel up to 31 May 2020, with immediate effect.

Guests can cancel their existing flight itineraries, retain the total value of their booking and rebook their travel up to 12 months from the date the credit voucher is issued. Booking can be done at a later date when guests are able to firm up their new travel plans across any Royal Brunei route by simply paying any applicable fare difference.

Guests may submit a Request Form for us to process your requests. Due to the high volume of incoming requests, we will respond to you within seven (7) business days. We apologise for any inconvenience caused. 

Guests who have booked their tickets through travel agencies are advised to contact their travel agents for assistance.

4. I’m a citizen/passport holder flying to a country that has a travel restriction on my nationality. What are my options?

For guests who have booked to travel to a country that has imposed travel restrictions (meaning they can’t travel), Royal Brunei Airlines is giving guests peace of mind by waiving all rebooking fees for all booked tickets issued for travel up to 31 May 2020, with immediate effect.

Guests can cancel their existing flight itineraries, retain the total value of their booking and rebook their travel up to 12 months from the date the credit voucher is issued. Booking can be done at a later date when guests are able to firm up their new travel plans across any Royal Brunei route by simply paying any applicable fare difference.

Guests may submit a Request Form for us to process your requests. Due to the high volume of incoming requests, we will respond to you within seven (7) business days. We apologise for any inconvenience caused. 

5. I can’t get through to your Customer Service Centre. What should I do?

We’re currently experiencing extremely high call volumes, please refrain from calling unless you’re travelling in the next 72 hours so we can help those needing urgent rebooking. In the event that our local offices are closed due to respective government-imposed quarantine rules, kindly email us. If you’re travelling in the next 72 hours, contact Brunei Customer Service Centre.

Royal Brunei Airlines is giving guests peace of mind by waiving all rebooking fees for all booked tickets issued for travel up to 31 May 2020, with immediate effect.

Guests can cancel their existing flight itineraries, retain the total value of their booking and rebook their travel up to 12 months from the date the credit voucher is issued. Booking can be done at a later date when guests are able to firm up their new travel plans across any Royal Brunei route by simply paying any applicable fare difference.

Guests may submit a Request Form for us to process your requests. Due to the high volume of incoming requests, we will respond to you within seven (7) business days. We apologise for any inconvenience caused. 

Guests who have booked their tickets through travel agencies are advised to contact their travel agents for assistance.

6. I’m Bruneian or a Permanent Resident in Brunei. Can I leave Brunei?

No. Inline with Brunei government regulation, you are not permitted to leave Brunei without explicit approval from the Prime Minister’s Office (PMO) except in certain circumstances such as undergoing medical care, attending court hearings, or resuming study abroad. Travel applications can be made through email at [email protected] by attaching supporting documents.

Please be advised without the appropriate supporting documents and explicit approval from the Prime Minister’s Office, citizens and residents of Brunei will not be permitted to check-in or fly from Brunei International Airport with immediate effect.

7. Is the Business Class and Sky Lounge available at this time?

From 20 March 2020 until further notice, the Sky Lounge at Brunei International Airport will no longer be open.

From 4 April 2020 until further notice, Business Class Lounge at Brunei International Airport will no longer be open.