RB News

14 July – Latest COVID-19 Update

14 July 2020, 8:35 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.

Royal Brunei Operating Flights - July and August 2020

With the ongoing impact of 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 July and August.

A new temporary flying program will operate until 11:59pm on 31 August 2020, directly connecting Brunei to Kuala Lumpur, 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.

At the current time, transit through Singapore Changi Airport is not permitted although an application process is underway with the Civil Aviation Authority of Singapore (CAAS). For guests requiring travel to London (who hold relevant government approvals), the RB Singapore schedule in July and August has been timed to connect with Singapore Airlines, flight SQ322 every Thursday. For departure from the UK, SQ317 leaves every Monday connecting with RB on Tuesday. In the event that transit is permitted guests will be required to purchase the Singapore Airlines flight sector themselves as a separate booking.

The suspension of RB Link flights to Borneo destinations in partnership with Malindo Air will remain in place until 30 November 2020. The suspension will be reviewed regularly in line with demand for international air travel and government directives in place then.

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.  Guests may submit a Request Form for us to process your requests.

All other flights not shown below are not operating during July and August 2020.

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

Entry and transit restrictions for travel into Brunei apply to all travellers except for citizens and permanent residents of Brunei.

All visitors arriving into Brunei (with appropriate approvals and documentation from the Brunei government), will be required to undergo a 14-day self-isolation period immediately at appointed monitoring centres in accordance with the Infectious Diseases Act (204). Any foreign nationals who receive permission to travel into Brunei will also be required to pay BND1,000 for a COVID-19 test and for their cost of accommodation in an appointed isolation centre.

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:

Please note in-line with Australian Government guidelines no inbound guests (Brunei to Melbourne) are permitted to travel until at least 8 August 2020.

Transit / Connecting Guests

Brunei International Airport

Transiting through Brunei International Airport is not permitted for all travellers from 24 March 2020 until further notice.

Changi International Airport, Singapore

The Civil Aviation Authority of Singapore (CAAS) has announced that travellers will gradually be allowed to transit through Singapore’s Changi Airport from 2 June 2020. At the current time, there are significant restrictions affecting all airlines’ ability to transit passengers. As such, RB is not currently permitted to board any guests who are planning on transiting and connecting onto other flights through Singapore Changi International Airport.

Hong Kong International Airport

From 15 June 2020, guests can use Hong Kong International Airport (HKIA) for transit/transfer on flights operated by different airlines under the same air ticket, provided that guests have checked through at the origin port with their boarding passes printed and baggage tagged-through to the final destination. Guests should also confirm in advance that they are able to enter the final destination country.

Kuala Lumpur International Airport (KLIA)

Transiting through Kuala Lumpur International Airport (KLIA) is permitted for guests who do not require immigration clearance. Guests are required to check-in to all their flights at original departure point and have baggage checked-through. Additionally, guests:

  • Must hold a valid ticket to their next destination
  • Must hold a valid KLIA Transit Hotel booking confirmation if transiting more than 24 hours
  • Must not exit KLIA or the terminal building

Check-In Counters

As part of our temporary measures, effective 1 April 2020, our check-in counters at Changi International Airport (SIN), Melbourne Tullamarine Airport (MEL), Hong Kong International Airport (HKG) and Ninoy Aquino International Airport (MNL) will be available 2 hours before scheduled departure. In-town check-in service in Hong Kong will be temporarily suspended.

Temporary Relocation to T1 Singapore Changi Airport

In light of the temporary suspension of Terminal 2 (T2), Royal Brunei Airlines operations at Singapore Changi Airport will relocate to Terminal 1 (T1) effective 17 April 2020 until further notice.  

At T1, RB Check-in counter can be found at Row 14 Counter 8-12. For Business Class guests, Gold and Silver Elite members, the check-in counter is located at Row 14 Counter 11. Business Class lounge facilities available at SATS Premiere Lounge.

Temporary Relocation to T2 London Heathrow

Royal Brunei Airlines operations at London Heathrow will relocate to Terminal 2 (T2) effective 3 June 2020 until further notice.  Please note that check-in counters close 75 minutes before scheduled departure time.

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.

For more information on the measures at different stages of our guest experience please visit our dedicated Flying With Us page

Rebookings

Royal Brunei Airlines is giving guests peace of mind by waiving all rebooking fees for all existing or new flights booked for travel until 31 December 2020

Guests can cancel their existing flight itineraries, retain the total value of their booking and rebook their travel up to 24 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.

Temporary Operating Hours for RB Call Centre (Brunei)

Effective 2 July 2020, Brunei Call Centre will operate as follows:

Monday to Thursday and Saturday 8am to 6pm (Brunei local time)
Friday 8am to 12pm, 2pm to 6pm (Brunei local time)
Sunday 8am to 1pm
Public Holidays 8am to 5pm

RB Plaza will reopen effective 6 July 2020 with temporary operating hours as below:

Monday to Thursday and Saturday 8am to 5:45pm (Brunei local time)
Friday 8am to 12pm and 2pm to 5:45pm (Brunei local time)
Sunday & Public Holiday Closed

Temporary Contact of 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 Temporary Contact Information
Australia Closed for walk-ins Phone No.: 1300 721 271 
Email Address: [email protected] 
Brunei Closed for walk-ins Phone No.: +(673) 2 221 2222 
Email Address: [email protected] 
China (Beijing & Shanghai) Closed for walk-ins Phone No.: +86-10-58797668 
Email Address:  [email protected]  
Dubai Closed for walk-ins Phone No.: +971 4 3344884 
Email Address: [email protected] 
Malaysia Closed for walk-ins Kuala Lumpur 

(60) 3 20707166 / 20706628 / [email protected] 

 Kota Kinabalu / Tawau / Sandakan 

(60) 88 242193/94/95/96 [email protected] 

 Miri / Bintulu 

(60) 85 426322 / [email protected] 

 Kuching / Sibu 

(60) 82 578608 [email protected] 

Philippines Closed No direct telephone 
Email Address: [email protected]  
Indonesia Closed for walk-ins Jakarta 

(62) 21 520 6338 / [email protected] 

 Surabaya 

(62) 31 535 6377 / [email protected]  

 Bali 

(62) 361 757 355 / [email protected]  

Singapore Closed Email Address: [email protected]
Vietnam Closed Phone No.: (+84) 908 777 738 
Email Address: [email protected]  
United Kingdom Closed No direct telephone 
Email Address: [email protected]  

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 Royal Brunei Operating Flights 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. Refer to Rebookings for our policy on changes.

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 December 2020. Refer to Rebookings for our policy.

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.

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. 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. 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.

8. 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: