Royal Air Maroc

...limited range of reviews about Royal Air Maroc that I have managed to fine on various sites hosting airline reviews.

This was a holiday and I was to join a one week organised tour so my priorities were on having a flight on time more than anything else, however my low expectations were set to boost the degree to which this airline was to impress me.

Facts about Royal Air Maroc

Founded in 1953 this state ...
...the business section on the Royal Air Maroc planes used comprised 12 seats in a 2-2 configuration, which is certainly one up on most Western European carriers. The economy cabin had a 3-3 configuration but as noted, the plane was lightly loaded and anybody who wanted three seats could have them.

The flight

The safety demonstration was performed before take off. This entailed all one would expect.

Food ... more

Introduction

I flew in economy from London Heathrow to Ouarzazate via Casablanca, though my return was from Marrakech (also via Casablanca). I paid £300 for these flights, quite expensive, and was a little nervous about the generally negative this airline according to the limited range of reviews about Royal Air Maroc that I have managed to fine on various sites hosting airline reviews.

This was a holiday and I was to join a one week organised tour so my priorities were on having a flight on time more than anything else, however my low expectations were set to boost the degree to which this airline was to impress me.

Facts about Royal Air Maroc

Founded in 1953 this state owned airline (in line for privatisation) boasts a fleet of 41 serving more than 30 destinations from its Casablanca hub. This includes an extensive network in West Africa offering one of the most direct transit routes from the UK to several destinations in Sub Sahara Africa. The airline also offers a code share with Delta to the US (New York) and has quite an extensive domestic route that is largely not covered by any other international operator.

The fleet comprises predominantly a range of Boeing 737 totalling 30 (with 11 further series 800 on order). In addition there are 2 ATR 72-300s, a 747-400, 2 757-200s and 3 767-300s, A further indication of the airlines ambition to expand is its order for 5 of the new so called Dreamliner 787s from Boeing.

The airline holds a 51% share in low cost Moroccan airline, Atlas Blue and a similar share in the main Senegal and Gabon flag carriers.

Check in

Check in at Heathrow was a breeze; I was the only passenger and had a selection of three desks. I was therefore soon in the departure lounge. This was typically grim as one must currently expect of Heathrow but it is not the airlines fault. My agent did not however tell me that they also serve Gatwick; I wish I had known before booking.

Boarding

Boarding commenced in good time and was well managed allowing for a prompt departure of the 737-800, possibly aided by the fact the flight was no more than a third full. On entry to the aircraft the crew were at the door to welcome passengers, they were polite but a tad reserved which I suppose it the level one might reasonably expect.
I noted the business section on the Royal Air Maroc planes used comprised 12 seats in a 2-2 configuration, which is certainly one up on most Western European carriers. The economy cabin had a 3-3 configuration but as noted, the plane was lightly loaded and anybody who wanted three seats could have them.

The flight

The safety demonstration was performed before take off. This entailed all one would expect.

Food on the flight was acceptable, a tiny slice of smoked salmon in a air tight plastic bag to start, a choice of beef or fish for the main, and a desert which I did not eat for dietary reasons. It was adequate overall if not hugely filling. I was also served plenty of Moroccan red wine (3 bottles without asking) and a good cup of coffee.

Entertainment was also OK, provided by a number of screens that dropped down, but without sound - though the selection was sensitive to this (I.e. the programmes could be viewed without sound).

The cabin crew were smart and professional as well as quickly responsive to the extraordinary number of people who set off their attendant call buttons, mostly I suspect the deviation between the unusual set up of the control panels above each seat. I had not however encountered anything similar on other 737 flights and was a little surprised by the unusual choice of set up which was undoubtedly a source of constant annoyance to the crew.

We arrived in Casablanca early after a flight of just over 3 hours. The connection time here was a little long and for Ouarzazate, over 3 hours, but had I gone to Marrakech (potentially much cheaper and served by various other carriers direct from London - such as Easy Jet and British Airways) and then tried to get a bus I would have struggled as snow turned out to be blocking the main route.

The transit experience

Overall this was the low point of the Royal Air Maroc experience and this is largely beyond the airlines control. In the first place it is confusing in so far as you do not have to pass Immigration until reaching the final destination even if in transit to a domestic airport; this is unusual. Signage and advice from the carrier was not the best and one passenger I spoke to went totally the wrong way and had to be escorted back. The airline could possibly mitigate this with a clear pre-landing video as some airlines with many transiting passengers offer.

Casablanca airport offers the basic comforts, but nothing more. This makes for a fairly dull stay; a situation compounded by the fact that the import of Moroccan currency is technically illegal and the airport does not seem to accept alternatives in its cafeteria. Exchange bureau are only available by passing through immigration. If you want to shop and transit late in the day as I did many outlets are shut. I was not however bothered about this. It is however odd, so many West African flights depart very late and I am sure some customers would spend in the airport shops.

Connecting flight

The short connecting flight boarded and departed a few minutes early. It was only 45 minutes, again on a 737-800 and again, less than a third full. A drink service was offered. Ouarzazate is a very basic airport where the runway lights only go on for planes arriving or departing. There are only very spartan facilities, not such an issue when arriving. Also, being the only plane there meant the luggage came through quick.

Visit to airlie office

Before my return flight I discovered Royal Air Maroc also served Gatwick and visited the airline office in Marrakech to enquire about changing my ticket. Being out of season I hoped this might be possible as I was travelling out of season. After a fairly long wait I was told curtly it was not possible before I finished my sentence of enquiry. I cannot object to the fact that changing the ticket was not possible but this experience did not bode well for someone with a more complex ticketing problem they might wish to resolve.

Return experience from Marrakech

Returning from Marrakech check in was a little disorganised with people queue jumping, but I have encountered far worse. The short flight to Casablanca took only around 30 minutes, the flight was packed with Americans connecting to New York and there was no in flight service. I think the plane was a 737-500.

Now familiar with the formalities in Casablanca, I found my way through the transit zone to the lounge. Again, the connection was on the long side - a good 2.5 hours wait. This time the shops were open and I found them to be ridiculously expensive and inflexible to any negotiation on price. I therefore revised my outbound opinion about the possible loss of business to the West African market by closing at night. Indeed, with the bargains to be had in Morocco it is a wonder anyone buys anything at all - except that is you are not allowed to export your currency.

When passing through security to board the plane a very unpleasant security official took away my torch batteries - a ridiculous and petty way to carry on. Some friends who previously travelled to Mali with Royal Air Maroc warned me that this kind of thing went on. As there was no problem on the way out I was however less guarded on the return. Still, it is not the fault of the airline, just a consideration if using them with a change of aircraft in Casablanca.

The London flight, as all others, left on time. A 737-800 operated on the final leg (see picture), though it was an older model than the outbound one from London, with screens fixed at intervals in the roof of the cabin and less easy to view. Food was almost identical to that on the outbound flight (see second picture), but for the lack of starter and the fact that beer was my drink of choice this time, the Moroccan beer (Flag) is surprisingly pleasant. On arrival in London baggage arrived in about average time for Heathrow.

Conclusions

Overall the service provided by Royal Air Maroc is sound and I cannot see any serious problem with the airline, the planes were all clean and reasonably comfortable (more so as I had three seats to myself on 3 of the 4 flights) and the crew seem better than many I have encountered on shorter flights, including a good percentage of those in British Airways Club Europe, with which I fly regularly and have reviewed elsewhere on this site. Food is not brilliant but I doubt it is great on any of the other carriers - and indeed on Easy Jet to Marrakech it has to be paid for.

Price wise £300 is not cheap but the direct service really paid in my case as previously explained. Other members of my party tried to save money in the manner I had considered and missed much of the trip. In addition, I have since been told by various people that Royal Air Maroc is one of the cheapest options to reach many West African cities in economy and is one of the cheapest Business options to Accra - Ghana with fares available at a little over £1,000 (I have no idea what the lounge is like in Casablanca through). I have also discovered that there are some far cheaper deals with Royal Air Maroc to Moroccan destinations if you book in line.

I have rated customer service purely on my in flight experience and not the encounter I had at the airline office. In terms of punctuality my experience was faultless but on other routes I have noticed the airline has been heavily delayed on more than one occasion. My view is in any case that no airline can be perfect in this sense as I am sure any regular air passenger would agree.

In conclusion, unless you seek luxury in the air I would use the airline again and recommend it to others, but watch out if transiting Casablanca, both in terms of the potential for confusion and the security personnel. You must always be aware of the likelihood that connections are often on the long side. 

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