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This notice contains important information about your rights established by European Regulation (EC) No. 261/2004 (‘the Regulation’) and applies to you if:

• You have a confirmed reservation on a flight operated by RB purchased at a fare available directly or indirectly to the general public; and
• (except in the case where your flight has been cancelled) you have presented yourself for check-in before the Check-In Deadline as specified by in our Conditions of Carriage; and
• your flight is departing from an airport in the EU or from an airport in a country outside the EU to an airport in the EU (unless you received benefits or compensation and were given assistance in such other country); and
• you have not been denied boarding by reason of a matter set out in our Conditions of Carriage; and
• You have been denied boarding involuntarily or your flight is delayed by more than two hours beyond its scheduled departure time, or cancelled.

If you reasonably expect a flight to be delayed beyond its scheduled time of departure:

• For 2 hours or more on a flight of 1500km or less; or
• For 3 hours or more on any flights within EU of more than 1500km; or
• For 3 hours or more on any other flights between 1500km and 3500km; or
• For 4 hours or more for all flights not within the above categories.

You will be offered the following:

• Free meals and refreshments in reasonable relation to waiting time; and
• two (2) free telephone calls/emails/faxes/telexes.

If your flight is delayed for 5 hours or more, you will be offered the following (a choice of either):

• Refund of full cost of ticket paid, for the part or parts of journey not made, and for the part or parts already made if flights is no longer serving any purpose in relation to passenger’s original travel plan; and where relevant a return flight to the first point of departure at the earliest opportunity; or
• Re-routing under comparable transport conditions to their final destination at the earliest opportunity; or
• Re-routing under comparable transport conditions to their final destination at a later date to their convenience subject to seat availability.

If your flight is delayed at least a day, (the same offer as applied to delay for 5 hours or more as abovementioned and cancellation) with additional:

• Free meals and refreshments and free communication facilities;
• Free hotel accommodation and transfers; and
• The following compensation payments:

If you reasonably expect a flight to be delayed beyond its scheduled time of departure as per below:

Refund of ticket price paid within seven (7) days, for the part or parts of the journey not made of the flight that no longer serve any purpose in relation to your original travel plan; and where relevant a return flight to the first point of departure, at the earliest opportunity;

If RB have re-routed your flight, the above compensation payments will be paid halved, as long as the arrival time of the re-routed flight does not exceed the scheduled arrival time of the cancelled flight by:

• 2 hours for flights of 1500km or less;
• 3 hours for all flights within the EU of more than 1500km and for all other flights between 1500km and 3500km;
• 4 hours for all flights over 3500kms outside the EU

You are also entitled to:

• Meals and refreshments in reasonable relation to waiting time and
• two (2) free telephone calls/emails/faxes/telexes; and
• If, in the event of re-routing, the reasonably expected time of departure of the new flight is at least after the departure date of the cancelled flight, hotel accommodation and transport to and from accommodation.

If your flight is overbooked, the air carrier will call for volunteers to surrender their seats in exchange for benefits. If you agree to give up your seat, you are voluntarily denied boarding and in addition to the aforementioned benefits, you are entitled to claim as follows:-

• A refund within seven (7) days of the full price for ticket for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the original travel plan; or
• A return flight to the departure airport as soon as possible; or
• Re-routing under comparable transport conditions, to their final destination as soon as possible, or if agreed, at a later date at the passenger’s convenience, subject to the availability of seats.

You are involuntarily denied boarding if RB refuses to allow you board your flight even though you pose no health, safety or security risk to the air carrier and you arrived at the airport with:

•  a confirmed reservation;
•  the travel documentation required to complete your journey;
•  sufficient time to complete check-in, security and boarding procedures.

If involuntarily denied boarding occurs, you are entitled to claim as follows:-

If Royal Brunei have re-routed your flight, the above compensation payments will be paid halved, as long as the arrival time of the re-routed flight does not exceed the scheduled arrival time of the re-routed flight by:

• 2 hours for flights of 1500km or less
• 3 hours for all intra Community flights of more than 1500km and all other flights between 1500km and 3500km;
• 4 hours for all flights over 3500km outside the EU.

If you would like to make a claim, please email our Customer Relations Team at [email protected] along with a completed EU Compensation Application Form.

In the event that we are unable to successfully resolve your complaint, and you are still not satisfied following the conclusion of our Complaints Handling Procedure, you may refer your complaint to AviationADR.

AviationADR is an Alternative Dispute Resolution provider to which [we/Member] subscribes and is free to use to consumers. AviationADR is approved by the Civil Aviation Authority (CAA) to provide dispute resolution services and undertake an independent review of your complaint.

Complaints can be raised to AviationADR in the following ways:

1. Online – via AviationADR’s online complaint form which can be accessed at www.cdrl.org.uk/aviation-adr/
2. In writing by post – in order to accept your complaint, AviationADR requires you to post it a completed paper complaint form. This form can be accessed and downloaded via www.cdrl.org.uk/aviation-adr/. If you require a paper form to be posted out to you, you can request this by contacting us via our online Support centre, details of which you will find below. Once completed, this should be posted, along with your supporting evidence, files etc. to AviationADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes. MK12 5TW
3. If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, AviationADR are able to discuss your request for assistance via telephone at 0203 540 8063. AviationADR has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.

Please be aware that when submitting your complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case.

Once you have submitted your complaint form, AviationADR will complete an initial assessment of your complaint and refer it to [us/Member] to request our response within 28 days.

Should you have any questions, AviationADR has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at www.support.cdrl.org.uk

Please be informed of the attached advisory from the Philippines Civil Aeronautics Board (CAB) regarding the Air Passenger Bill of Rights  (APBR) in the Philippines.

The APBR outlines the rights and entitlements of passengers in various situations, such as flight delays, cancellations, overbookings, and mishandled baggage.

While RB provides certain entitlements according to our established procedures and policies, there are additional provisions in the APBR that RB, along with other airlines operating in the Philippines, must comply with.