FAQ DETAILS
What are the advantages offered by Safar Flyer partners?
With Safar Flyer partners, you can earn Safar Flyer miles with each transaction and redeem them with our airline, hotel, car rental partner companies and Royal Air Maroc. With our Global Exchange partner, you can benefit from a discount on the exchange rate margin. Discover our offer > With our partner CasaAero, a strong sensation is guaranteed with the flight simulator bonus.
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Will my claim be processed faster if I use a claims agency ?
Using a claims agency does not accelerate processing times. Requests submitted through intermediaries are handled within the same regulatory timelines as those submitted directly by customers.
We recommend contacting the airline directly, as third-party involvement may cause additional delays due to incomplete information or document transmission.
In some cases, using intermediaries may even extend processing times.
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How can I check my flight status ?
You can check your flight status (on time, delayed, or cancelled) at any time via the Royal Air Maroc website or mobile app.
Click here to view excess baggage fees.
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I purchased additional services (seat selection, lounge, extra baggage, etc.). My flight was cancelled — am I entitled to a refund ?
Yes. If your flight is cancelled by Royal Air Maroc, any additional services purchased and not used may be refunded in accordance with applicable conditions.
Click here to request a refund.
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Where can I purchase additional baggage with Royal Air Maroc ?
You can purchase additional baggage online (via the Royal Air Maroc website) up to 24 hours before departure.
If your baggage exceeds the allowed allowance at the airport, you may also pay the excess baggage fee directly at the check-in counter.
Click here to view excess baggage fees.
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What expenses are reimbursable in case of delayed baggage delivery ?
If your baggage is delivered late, you may request reimbursement for essential purchases (toiletries, clothing) and reasonable communication expenses. Transport and accommodation costs may also be covered if the baggage is not delivered to your address.
For residents at destination, only transport expenses may be reimbursed if the baggage is not delivered to your address.
Please note: All claims must be supported by receipts. Depending on the type of expense, specific reimbursement rates may apply (typically between 50% and 100%).
Click here to submit a reimbursement request.
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What should I do if my baggage is still not found after 21 days ?
If your baggage is not found after 21 days, it is considered lost. You may then submit a claim for compensation.
Click here to submit a lost baggage claim.
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My baggage was damaged upon arrival. How can I submit a claim ?
Any damaged baggage must be reported at the airport or via the Royal Air Maroc online form within 7 days from the date you received your baggage.
Click here to report damaged baggage.
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Will my claim be processed faster if I use a claims agency?
Using a claims agency does not accelerate processing times. Requests submitted through intermediaries are handled within the same regulatory timelines as those submitted directly by customers.
We recommend contacting the airline directly, as third-party involvement may cause additional delays due to incomplete information or document transmission.
In some cases, using intermediaries may even extend processing times.
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Is there an information website about the oneworld alliance?
Yes. The link to the oneworld alliance information website is as follows: https://fr.oneworld.com/
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How to book my award ticket with a Safar Flyer partner?
To book an award ticket with our airline partners, make your reservation through an agency or via the Royal Air Maroc call center. Log into your online account to complete the award ticket application form and pay the airport taxes at the Royal Air Maroc agency or via the call center upon receipt by email of the confirmation of your Safar Flyer award ticket
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My name is not written correctly on the card I received. What should I do?
Contact Safar Flyer Customer Service by email to indicate the correct spelling of your name and attach a copy of your passport If you are Blue: safarflyer@royalairmaroc.com If you are Silver, Gold: silvergold@royalairmaroc.com A new card will be sent to you within 3 to 4 weeks of your request.
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How to do it if I can not get my award ticket on the site?
However, if you encounter a blockage in the online purchase of your award ticket, we invite you to book your award ticket by contacting the Royal Air Maroc call center reachable at all times. To do this, call the following numbers:
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I received two Safar Flyer cards with two different numbers. What should I do?
Send a copy of these two cards to your Safar Flyer customer service, who will merge the accounts and inform you which card to keep and which card to destroy. If you are Blue: safarflyer@royalairmaroc.com If you are Silver, Gold: silvergold@royalairmaroc.com
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Does the currency (Safar Flyer miles) change after integration?
Each loyalty program continues to keep its own rules, its own scale and its own currency (miles for AT, Avios for IB...)
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How can I track the status of my delayed baggage ?
Royal Air Maroc allows you to track the progress of your file using the WorldTracer tool with your PIR number.
Click here to check the status of your delayed baggage.
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How long does it take to purchase a ticket online?
You can buy your ticket online up until the day of departure. However, online purchase is not available on the day of departure for some destinations.
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What if I lose my boarding pass?
You can reprint your boarding card at home or send it to your email for printing later. If you're already at the airport, you need to go to the check-in desk
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What should I do in case of a codeshare flight or travel operated by a Oneworld alliance partner ?
In case of a flight disruption (delay, cancellation, denied boarding, etc.) during a codeshare or Oneworld partner journey:
• For compensation claims : You must contact the airline operating the flight (operating carrier). The operating carrier is responsible for handling the claim and providing compensation where applicable.
• For ticket refund requests : You must contact the airline that sold you the ticket (marketing carrier).
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How will I be informed if my flight is cancelled ?
Royal Air Maroc will notify you using the contact details provided during booking:
• Email ;
• SMS ;
• Mobile App notification ;
• Or through your travel agency if the booking was made via an agency.
Please ensure your contact details are up to date in your booking.
Click here to update your contact information.
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