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Frequently Asked Questions

COVID-19 Related Questions

1. Where can I check the latest travel advice?

Latest travel advice for Citizens and Residents of Brunei Darussalam can be found here and travel advice for others can be found here.

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

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. Refer to Rebookings for our policy on changes.

Guests may submit a Request Form for us to process your requests. We will respond to you within seven (7) business days and 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 rebooking fees. Refer to Rebookings for our policy.

Guests may submit a Request Form for us to process your requests. We will respond to you within seven (7) business days and apologise for any inconvenience caused. 

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

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.

Guests may submit a Request Form for us to process your requests. We will respond to you within seven (7) business days and 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?

In-line 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. Kindly refer to the exit requirements for citizens and residents of Brunei.

7. I am Bruneian or a Permanent Resident of Brunei returning home to Brunei. What do I need to do?

Kindly refer to the entry requirements for citizens and residents of Brunei.

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

The RB Business Class Lounge at Brunei International Airport is now open on a trial basis for BI421 on Tuesday (Singapore), BI873 on Wednesday and Friday (Kuala Lumpur) and BI423 on Thursday (Singapore) 3 hours before scheduled departure for both business class and walk in* guests.

Ala-carte dining will be provided (no buffet) and all Brunei Ministry of Health protocols will be followed. The Sky Lounge will remain closed during this period.

*Charges apply

9. I have purchased a travel insurance, what will be covered if I am still travelling?

Single Trip Policies (for departures from Brunei, Malaysia and Singapore)

Policies issued 20 Mar 2020 and after: These will not cover any claims arising from the COVID-19 pandemic inclusive of medical expenses & medical assistance cases based on the terms and conditions of the Policy Wording. 

Policies issued from 22 Jan 2020 to 19 Mar 2020: These will provide coverage such as overseas medical benefits or emergency medical assistance in relation to the COVID-19 situation based on the terms and conditions of the Policy Wording and the benefits claimed. However, trip cancellations, including travel delays and luggage delays to any countries will not be covered. 

Policies issued 21 Jan 2020 and before: These will provide coverage based on the terms and conditions of the Policy Wording and the benefits claimed. 

IMPORTANT:  Given the rapid rise in travel bans, please first ensure that no travel ban is in place during your dates of travel PRIOR TO purchasing a travel insurance policy.  Policies purchased while a known travel ban is in place will have extremely limited insurance coverage, and we highly recommend NOT to purchase travel insurance policies when such conditions exist.

For complete details on coverage terms, please refer below for: