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Frequent asked questions concerning Covid-19 & RAM's flights

 

I am currently a tourist/on a trip in Morocco and I would like to return to my hometown.

We would like to inform you that following the decision of the government of Morocco, all international flights are suspended. We invite you to get in touch with the embassy of your country, which can inform you in the event of organized repatriation.

Why did Royal Air Maroc cancel my flight without suggesting me a later date?

Under the decision taken by the government of Morocco due to COVID-19, all of Royal Air Maroc  international flights to or from abroad have been suspended until further notice. We offer you the possibility of rescheduling freely your trip on our available flights to the same destination. It is very important to note that in view of the uncertainty of the situation, we are adapting our available flights schedule at regular intervals. We invite you to send an email to callcenter@royalairmaroc.com for better advice on available flights.

Your call center lines are busy. I cannot reach them and I cannot modify my ticket on the website.

Due to the restrictions regarding the movement of persons, following the Coronavirus pandemic (COVID-19), the call center employees will from now on work from home. Therefore, for any specific request, you can complete the form below or send an email to callcenter@royalairmaroc.com. We wish to reassure our clients that absolutely all their requests will be processed.

My flight has been cancelled, will I get a refund?

In accordance with instructions from the government of Morocco, Royal Air Maroc has canceled all of its International flights. Our customers affected by these cancellations can benefit from special measures set up by the company : the possibility to change freely the date of departure to the same destination or the refund of your ticket in exchange of a travel voucher. The validity of the travel vouchers initially fixed to 6 months has been extended to 12 months. It is also possible to get a cash refund however it requires significantly more processing time.

We invite you to contact your travel agency or our call center by sending an email to callcenter@royalairmaroc.com. We wish to reassure our clients that absolutely all their requests will be processed.

I was traveling out of Morocco when my flight was cancelled and I would like to get a flight back. How can I do that?

In sight of the government of Morocco decision, all international flights to Morocco have been suspended. Faced with the uncertainty of the evolution of the Coronavirus epidemic (COVID-19), we have no visibility over the date of resumption of international flights to date. We advise you to approach the Moroccan consular authorities.

Will unused tickets be refunded?

Since the appearance of the Coronavirus (COVID-19), special measures have been implemented to assist our customers : the possibility to change freely the date of departure to the same destination or the refund of your ticket in exchange of a travel voucher. The validity of the travel vouchers initially fixed to 6 months has been extended to 12 months.

In order to have access to these measures, please complete the form below or send an email to callcenter@royalairmaroc.com.

It is also possible to get a cash refund however it requires significantly more processing time. We wish to reassure our clients that absolutely all their requests will be processed.

How can I use the travel voucher that I received as a refund? and what are its conditions of use?

The validity of the voucher initially fixed to 6 months has been extended to 12 months. This voucher can be used at RAM agencies or via the call center, in order to purchase a ticket or an additional service in favor of its holder only.

Can I get a refund as a transfer to my bank account instead of a travel voucher? And how long does it take to process my refund request?

Given the large number of requests received, and following the logistical constraints due to the current health crisis, the cash refund operations are experiencing exceptional delays. In case you need a quick response, we invite you to opt for the travel voucher that you will receive within 48 hours. We apologize for the inconvenience.

I have already received my 6 months travel voucher. How can I benefit from the 12 months validity extension ?

The validity of the vouchers initially fixed to 6 months has been extended to 12 months. In order to benefit from this extension, we invite you to send an email to the address : callcenter@royalairmaroc.com. We will process your request as soon as possible.

What travel dates are affected by flight cancellations?

The travel dates affected by the cancellations are: any departure date initially scheduled before June 30, 2020 included ,in addition to the flights canceled following the Coronavirus pandemic (COVID-19). This decision reflects the instructions of the government of Morocco and we will remain alert to any new development. You can change freely the date of departure to the same destination or get a refund of your ticket in exchange of a travel voucher valid for 12 months.

To do so, please  fill the form below or please send an email to the address: callcenter@royalairmaroc.com. We wish to reassure our clients that absolutely all their requests will be processed.

My domestic flight was canceled. Will I get a refund?

In accordance with instructions from the government of Morocco, Royal Air Maroc has canceled all of its domestic flights. Our customers affected by these cancellations can benefit from a change of dates, free of charges, to the same destination or a refund in exchange of a travel voucher. The validity of the travel vouchers initially fixed to 6 months has been extended to 12 months.

For any specific request, we invite you to fill the form below or to send an email to the address: callcenter@royalairmaroc.com. We wish to reassure our clients that absolutely all their requests will be processed.

I bought my ticket using Miles (Award flight). However, the flight has been cancelled, What should I do?

Following the government of Morocco decision regarding the COVID-19 pandemic, all Royal Air Maroc international flights to or from abroad have been suspended until further notice.

In this context, Safar Flyer customer service is temporarily suspended.

We invite you to send the details of your request to your dedicated Safar Flyer customer service:

- BLUE: safarflyer@royalairmaroc.com

- SILVER GOLD: silvergold@royalairmaroc.com

- AMBASSADOR: ambassador@royalairmaroc.com

We assure that your request will be treated with the greatest attention, as soon as possible.

I bought my ticket using Miles (Award flight) for a later date. I would like to cancel my trip. How can I do that?

Following the decision of the government of Morocco regarding the COVID-19 pandemic, all Royal Air Maroc international flights to or from abroad have been suspended until further notice.

In this context, Safar Flyer customer service is temporarily suspended.

We invite you to send the details of your request to your dedicated Safar Flyer customer service:

- BLUE: safarflyer@royalairmaroc.com

- SILVER GOLD: silvergold@royalairmaroc.com

- AMBASSADOR: ambassador@royalairmaroc.com

We assure that your request will be treated with the greatest attention, as soon as possible.

I bought an upgrade award using Miles (Upgrade to business class Award) for a later date. I would like to cancel my trip and get my miles refunded. How can I do that?

Following the decision of the government of Morocco regarding the COVID-19 pandemic, all Royal Air Maroc international flights to or from abroad have been suspended until further notice.

In this context, Safar Flyer customer service is temporarily suspended.

We invite you to send the details of your request to your dedicated Safar Flyer customer service:

- BLUE: safarflyer@royalairmaroc.com

- SILVER GOLD: silvergold@royalairmaroc.com

- AMBASSADOR: ambassador@royalairmaroc.com

We assure that your request will be treated with the greatest attention, as soon as possible.

Reservation

Flights

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Cars

With Royal Air Maroc, you can book your car hire online for all our destinations and many others around the world. Our partnerships with Europcar and Holiday Autos guarantee you the best rates for your leisure and business car hires.

In addition, Safar Flyer customers can earn Miles and take advantage of great discounts.

Please note : When using this service, you will be redirected to the websites of our partners responsible for all aspects of this service.

Book your car

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