Introduction
Royal Brunei Airlines (RB) is committed to maintain the highest level of safety, service, comfort and convenience to our customers. This Customer Service Plan is introduced in accordance with the requirements of Article 119-5 of Aviation Law and is applicable for flights to and from the airport located within the Korean territory.
1. Notifying Consumers of Known Delays, Cancellations, and Diversions
a. With respect to each flight scheduled to depart within 7 days, RB will update the information in the event of any change in the status of a flight no later than 30 minutes after the carrier becomes aware of a flight status change (e.g, a cancellation, a delay of 30 minutes or more, or a diversion).
b. The flight change information will be provided either through the following means:-
i. within RB’s boarding gate area (on the day of the flight);
ii. RB’s official website (www.flyroyalbrunei.com); or
iii. telephone reservation system; or
iv. through SMS (Short Message Service) if you have registered for notification services on RB website; or
v. if you have provided any other ways of contact (ex. E-MAIL, telephone), RB will attempt to reach you through those reasonable methods.
2. Baggage Delivery
a. We undertake to use our best effort to carry our customers and their baggage(s) on the same flight and their baggage(s) delivered within reasonable dispatch.
b. In case of any delay, we will make every reasonable effort to return it to you within 24 hours.
c. The followings are the contributing factors which may affect your baggage delivery where we are unable to deliver within the prescribed time: customs and immigration procedures, unusual operational interruptions, and/or the handling baggage by other carriers (for itineraries involving more than one airline).
d. If you are unable to locate a bag upon arrival, you should notify an RB baggage services agent prior to customs clearance. A report will be filed for you at that time, and you will be given a phone number for follow-up. You will receive periodic updates regarding the status of your baggage.
e. RB may at its discretion compensate you RB for baggage delays. Once a delay bag is located, RB will return the bag to designated address.
3. Damaged baggage
In the event of damaged baggage, please report to the airport Baggage Service Office, located near the baggage claim area, immediately upon arrival. Claims for damaged baggage must be submitted within seven (7) days upon arrival at your destination.
Missing item(s) from checked baggage
If you have missing item(s) from your checked baggage, please report to the airport Baggage Service Office immediately upon arrival at your destination, or in writing within twenty-one (21) days of your flight arrival.
4. Providing Ticket Refunds
For tickets purchased through RB’s website, RB reservation/ticketing office or travel agent and ticket refunds are due, we will process and provide the refund back to you, including any fees for optional services without refund charge that you were unable to use due to an over sales situation or flight cancellation.
5. Customer care during lengthy tarmac delays
Tarmac delays may happen due to various reasons such as safety requirements, unfavorable weather conditions, air traffic congestion and other operational factors. RB always strives for the highest quality service so that our customers are happy they have chosen to fly with us. In this respect, we have developed a comprehensive contingency plan, making sure we consistently meet our customers’ essential needs in the event of a lengthy tarmac delay.
For international flights covered by this Plan that depart from or arrive at a Korea airport, RB will not permit an aircraft to remain on the tarmac at a Korea airport for more than four hours before allowing passengers to deplane unless; either the pilot-in-command determines there is a safety-related or security-related reason that the aircraft cannot leave its position on the tarmac to deplane passengers; or air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point in order to deplane passengers would significantly disrupt airport operations.
RB will provide for the essential needs of our passengers during flight irregularities, such as a flight diversion, cancellation or a lengthy tarmac delay.
Each RB airport office in Korea has a comprehensive contingency plan to respond to any irregularities. We always keep in close coordination with local airport authorities, government authorities as well as our code-sharing partners. We ensure that adequate resources are available, and designate an in-charge person to handle all arrangement, as well as to communicate with our Flight Operations Division and our flight crew.
When a flight that is departing from a Korea airport or is arriving at a Korea airport happens to have a lengthy tarmac delay, passengers will be offered snack/food and water no later than two hours following gate departure or flight touch down unless the pilot-in-command determines that safety or security reasons prevent such service. RB will also provide medical assistance to passengers in case urgent medical attention is needed. Aircraft lavatories will be ready for services. Special assistance is also available for our passengers with disabilities.
Announcements will be made every 30 minutes onboard aircraft during a tarmac delay. The announcements will begin no more than 30 minutes after the scheduled departure time and will include information about the opportunity to deplane, if it exists, as well as the reason(s) for the delay.
Passenger will be advised that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists to deplane safely without disrupting airport operations. Once the flight is ready to depart again, and a passenger who has deplaned cannot return to board on time, RB has the right to depart the flight without those passengers.
6. Boarding priority on oversold flights
Over sales or overbooking is one of the common aviation industry shortcomings, due to the number of passengers that cancel their bookings close to departure or fail to show up for a flight. These are referred as “no shows”. If at the time of departure, there are still more passengers with confirmed reservations than vacant seats available, our airport team will provide information about our denied boarding policy and passengers will be asked to give up their seats voluntarily in exchange for compensation.
In rare circumstances, should there be not enough passengers willing to give up their seats voluntarily; other passengers may be denied boarding on an involuntary basis.
Apart from a few exceptions, under such circumstances, passengers denied boarding involuntarily will be entitled to the denied boarding compensation in line with Consumer Dispute Resolutions. Passengers denied boarding due to over sales will be treated with fairness and consistency and as described in our policies and procedures. They generally will be protected or rerouted to the final destination of the ticket presented at check-in by the first available flight(s) or at a later date if the passenger requests.
7. Disclosure of Cancellation Policies, Frequent Flyer rules, aircraft seating configurations, etc
RB’s cancellation policies, frequent flyer rules, aircraft seating configuration with set pitch/width and emergency door location are available on our website by following the links below and, upon request, from our telephone reservation system.
Cancellation Policies – For tickets purchased at RB website or RB reservation/ticketing office and ticket refunds are due, we will process and provide the refund back to you, including any fees for optional services that you were unable to use due to an over sales situation or flight cancellation.
8. Services provided to mitigate passenger inconveniences resulting from flight cancellations and misconnection
In order to help reduce inconveniences resulting from flight cancellations and misconnections, RB will offer you or arrange for appropriate remedies which, depending on the circumstances may include the following:
Re-route you to your final destination as soon as possible or at a later date that is convenient for you.
Offer a full refund of the fare for the affected segments, without penalty or refund surcharge.
Offer free telephone/telex/fax service to your destination.
Provide appropriate refreshments, meals, and hotel accommodations, if required.
9. Disclosure of Aircraft Information on Codeshare Flights
We stand behind the services of our code-share partners and we will strive to ensure that you receive excellent customer service whenever you travel on a RB ticket including flights operated by our code-share partners. We will publish a direct link on www.flyroyalbrunei.com directing to our partner airlines websites to provide current information on their policies and procedures.
Each airline has its own terms and conditions of carriage. We encourage all customers to familiarize with the operating carrier’s terms and conditions which may affect the handling of check-in, baggage and special needs etc.
The aircraft information have been complied to the Korea Fair Trade Commission’s Para 1, Article 4 of the Fair Labelling and Advertising Act, and is applicable to aircraft operating to and from the Republic of Korea.
Kindly visit our website to read our General Conditions of Carriage.