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25 September – Latest COVID-19 Update

25 September 2020, 2:40 PM

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.

Please note it is our guests responsibility to ensure they meet the travel criteria and have all appropriate approvals and documentation. Without this RB is not permitted to allow guests to travel inline with international air transport regulations. 

Royal Brunei Operating Flights until 31 January 2021

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 until 31 January 2021.

A new temporary flying program will directly connect Brunei to Kuala Lumpur, Singapore, Melbourne, Hong Kong, Hangzhou 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.

Guests on affected flights will be contacted by our RB Customer Service Centre over the coming days for alternative flight arrangements. Guests may also submit a Request Form for us to process your requests.

All other flights not shown below are not operating through the period until 31 January 2021.

Details of all operating flights are shown here

Brunei - London v.v. Flight Information

RB is pleased to announce there will be flights available between Bandar Seri Begawan and London v.v.

October

Date Flight No. Route Departure Estimated Arrival
Saturday, 3 October 2020 BI003 Bandar Seri Begawan to London 11:15 18:45
Sunday, 4 October 2020 BI004 London to Bandar Seri Begawan 13:45 10:25 (+1 day)
Saturday, 10 October 2020 BI003 Bandar Seri Begawan to London 11:15 18:45
Sunday, 11 October 2020 BI004 London to Bandar Seri Begawan 13:45 10:25 (+1 day)

November 2020 to January 2021

Date Flight No. Route Departure Estimated Arrival
Saturday, 14 November 2020 BI003 Bandar Seri Begawan to London 12:05 18:45
Sunday, 15 November 2020 BI004 London to Bandar Seri Begawan 14:35 11:50 (+1 day)
Saturday, 5 December 2020 BI003 Bandar Seri Begawan to London 12:05 18:45
Sunday, 6 December 2020 BI004 London to Bandar Seri Begawan 14:35 11:50 (+1 day)
Saturday, 19 December 2020 BI003 Bandar Seri Begawan to London 12:05 18:45
Sunday, 20 December 2020 BI004 London to Bandar Seri Begawan 14:35 11:50 (+1 day)
Saturday, 2 January 2021 BI003 Bandar Seri Begawan to London 12:05 18:45
Sunday, 3 January 2021 BI004 London to Bandar Seri Begawan 14:35 11:50 (+1 day)

All Brunei-London v.v. flights will be available for purchase to all guests who meet the strict criteria for travel into Brunei, UK or their final destination. All other flights to/from London not mentioned above are not planned to operate during September 2020 to January 2021. Additional flights will be subject to demand evaluation and government approval.

Please note it is our guests’ responsibility to ensure they meet the travel criteria and have all appropriate approvals and documentation. Without this RB is not permitted to allow guests to travel in–line with international air transport regulations.

Details of the latest travel conditions for entering and leaving Brunei can be located at the “Travel Advice from Brunei and other countries” section.

Flights are now available to book through www.flyRB.com, our Customer Service Centre and agents.

Advance Check-In Available at Brunei International Airport

Please note Advance Check-In and baggage drop services are available, for guests travelling from Bandar Seri Begawan to London Heathrow in September and October 2020, a day before scheduled departure from 1900 to 2200 (GMT+8) at Row B/C.

Check-In Counters on the day of travel will be open 4 hours before scheduled departure.

Outbound Travel – Brunei to UK

Guests who have existing tickets or credit vouchers who wish to travel on this flight are advised to contact our Customer Service Centre. The full value of your existing ticket will be transferred with no additional fees. Any difference in total value will apply and refunds of any residual amounts won’t be permitted.

From 8 June 2020 in–line with UK government requirements, guests who are travelling to the UK will need to fill in an online passenger accommodation and contact form before travel. This provides:

  • the name of the airport, port or station they’ll be arriving into
  • the date they’ll be arriving
  • their flight number
  • the address they’ll be staying at for the first 14 days while they’re in the UK
  • their phone number and email address

Border Force officers will undertake spot checks at the border. Those found not to have completed the online form will be asked to and may receive a Fixed Penalty Notice of £100 if they refuse. In addition, if the individual is neither a British citizen nor a non-British citizen resident in the UK, a Border Force officer may decide that the individual should be refused entry.

Effective 0400hrs on 11 August 2020, you may not have to self-isolate when you arrive in England, if you are travelling from Brunei. You will, however, need to self-isolate if you visited or made a transit stop in a country or territory that is not on the exemption list in the 14 days before you arrive in England. This applies to all travel to England, by train, ferry, coach, air or any other route.

British citizens and foreign nationals who fail to comply with the mandatory self-isolation condition could face enforcement action, including a fixed penalty notice of £1,000 in England and Wales or potential prosecution and unlimited fine.

The latest information and guidance on these measures can be found at UK government website and exemptions here.

Inbound Travel – UK to Brunei

This flight is available online at www.flyRB.com, through agents and guests can also contact our London Customer Service Centre at [email protected] or Brunei Customer Service Centre for booking.

London Heathrow Operations

Please note RB operations at London Heathrow are relocated to Terminal 2 from Terminal 4 until further notice. This is due to the terminal consolidation by Heathrow Airport Limited arising from the reduced passenger capacity at all terminals in London Heathrow.

RB check-in counters are located at Terminal 2, Departure Hall. Guests can refer to the flight information display screen (FIDS) for check-in information upon arrival at the airport. Guests are encouraged to arrive at least 4 hours before scheduled departure to allow sufficient time for check-in and security screening as longer queues are expected during this period. Check-in counters closes 75 minutes before scheduled departure.

Brunei - Kuala Lumpur v.v. Flight Information

Details of operating flights from Brunei to Kuala Lumpur vice versa from September 2020 to 31 January 2021 are shown below.

September 2020 to 31 January 2021

Route Flight No. Depart Arrival Day of Operation
Brunei – Kuala Lumpur BI873 18:00 20:20 2x weekly
Wednesday, Friday
Kuala Lumpur – Brunei BI874 21:10 23:30 2x weekly
Wednesday, Friday

Transit through 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

Brunei - Singapore v.v. Flight Information

Details of operating flights from Brunei to Singapore vice versa from September 2020 to 31 January 2021 are shown below.

September 2020

Route Flight No. Depart Arrival Day of Operation
Brunei – Singapore BI421 09:15 11:20 1x weekly
Tuesday
Brunei – Singapore BI423 18:20 20:25 1x weekly
Thursday
Singapore – Brunei BI422 12:10 14:25 1x weekly
Tuesday
Singapore – Brunei BI423 21:25 23:30 1x weekly
Thursday

1 to 24 October 2020

Route Flight No. Depart Arrival Day of Operation
Brunei – Singapore BI421 09:15 11:20 1x weekly
Tuesday
Brunei – Singapore BI423 18:30 20:35 1x weekly
Thursday
Singapore – Brunei BI422 12:10 14:25 1x weekly
Tuesday
Singapore – Brunei BI423 21:25 23:30 1x weekly
Thursday

25 October 2020 to 31 January 2021

Route Flight No. Depart Arrival Day of Operation
Brunei – Singapore BI421 09:15 11:20 1x weekly
Tuesday
Brunei – Singapore BI423 18:20 20:25 1x weekly
Thursday
Singapore – Brunei BI422 12:30 14:35 1x weekly
Tuesday
Singapore – Brunei BI423 21:25 23:30 1x weekly
Thursday

Transit through 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.

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.

Effective 15 September 2020, foreign nationals may be allowed entry into Brunei for essential business travel and other considerations on a case-to-case basis. All visitors arriving into Brunei (with appropriate approvals and documentation from the Brunei government), will be required to undergo a minimum of 2 to 14 days 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 present:

  • Valid Entry Travel Pass
  • A negative COVID-19 Polymerase Chain Reaction (RT PCR) test result from a designated medical center that is recognized by the government of the country of departure; undertaken 72 hours prior to travelling to Brunei. Official document must clearly state “RT PCR” in order to be authenticated.
  • Proof of valid hotel booking for at least 6 days starting on the day of arrival.
  • Proof of a valid air ticket
  • Proof of a valid visa (for visa-required passport holders)
  • Proof of payment for post-arrival COVID-19 PCR test, if applicable.
  • Proof of installation of BruHealth app on mobile device

Guests who fail to present all required documents will be denied boarding.

Full entry guidelines can be found here.

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.

For some countries and airlines, guests may be required to provide a negative COVID-19 Polymerase Chain Reaction (RT PCR) test result, undertaken a week prior to their departure from Brunei.

Please note it is our guests’ responsibility to ensure they meet the criteria and have all appropriate approvals and documentation. Without this RB is not permitted to allow guests to travel inline with international air transport regulations.

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 accordance with the Philippines Department of Transport, guests entering and departing from Manila (Ninoy Aquino International Airport) are required to wear a face shield and face mask onboard the aircraft and at the airport. Guests are reminded to bring your own face shield and face mask.

Effective 15 September 2020, All China-bound guests, regardless of nationalities, are required to present a negative COVID-19 Polymerase Chain Reaction (RT PCR) test result from an authorized testing institution; undertaken three (3) days prior to travelling to China. Guests who fail to present all required documents will be denied boarding.

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 Plaza Premium Lounge located at Level 3, Departure/Transit Lounge West, Terminal 1.

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.

Transit / Connecting Guests

Brunei International Airport

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

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

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.

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.

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] 
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 
No direct telephone / [email protected] Surabaya 
(62) 31 535 6377 / [email protected]  Bali
Closed 
Singapore Closed N/A
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: