Safety First: Royal Brunei Airlines' In-Depth Security Measures

Royal Brunei Airlines is a 4-Star Airline, according to Skytrax, for the quality of its airport and onboard product and staff service. The airline has also been rated with a seven-star rating against COVID-19 by airlineratings.com. The website surveyed 430 airlines for COVID-19 compliance and found that many airlines have changed their policies to achieve the highest ranking. The safety rating for each airline is based on a comprehensive analysis of crash and pilot-related incident data, combined with audits from the world's aviation governing bodies. Royal Brunei Airlines has implemented safety guidelines, including mandatory masks and gloves for staff, deep cleaning of aircraft, and flexible rebooking. However, reviews of the airline are mixed, with some passengers praising the value, service, and punctuality, while others complain of poor customer service, lost luggage, and flight delays.

Royal Brunei Airlines' COVID-19 safety measures

Royal Brunei Airlines has been awarded a seven-star rating against COVID-19 by airlineratings.com. The airline has implemented a range of safety measures to protect its passengers and crew from COVID-19. These include:

• Thorough cleaning and disinfectant processes, including the cleaning of cabins and wiping down of all tables, seat trims, and inflight entertainment screens, as well as the removal of all used and unused headsets, pillows, and blankets after every flight.
• The use of special aircraft manufacturer-approved chemical disinfectants on hard surfaces such as armrests, chairs, table trays, galleys, and toilets.
• The provision of disinfectant sprays, masks, and hand sanitizers onboard, as well as hand sanitizers at key checkpoints.
• The implementation of High Efficiency Particulate Air (HEPA) filters in all aircraft, which have similar performance to those used in hospital operating theatres. The cabin air is refreshed every few minutes to ensure continuous clean air circulation.
• Screening of guests and crew on the ground, with temperature checks for cabin crew and pilots before every flight.
• Mandatory masks and gloves for all staff, with full PPE for flights to identified countries. Masks are also mandatory for passengers when boarding, in the aircraft cabin, and when disembarking.
• Social distancing guidelines, with the middle seat left open except in unavoidable cases.
• Revised onboard announcements explaining processes and procedures.
• Flexible rebooking options and online processes through the dedicated COVID-19 Information Hub.

Aircraft and crew safety

Royal Brunei Airlines has been rated a 4-Star Airline for the quality of its airport and onboard product and staff service. The airline has also received a seven-star rating against COVID-19 by airlineratings.com, which is based on a comprehensive analysis of crash and pilot-related incident data, audits from the ICAO and IATA, and COVID-19 compliance data.

The airline has implemented several measures to ensure the safety of its aircraft and crew. Before every flight, the cabin crew and pilots have their temperatures checked, and all personnel are required to wear masks and gloves, along with undergoing body temperature checks. In addition, aircraft are thoroughly sterilised daily, and all aircraft are equipped with High Efficiency Particulate Air (HEPA) filters, similar to those used in hospital operating theatres. The cabin air is refreshed continuously through a control air conditioning and pressurisation system, and filters are replaced frequently.

During the COVID-19 pandemic, Royal Brunei Airlines strengthened and implemented safety guidelines to minimise physical contact. In addition to the above measures, the middle seat was left open except in unavoidable cases, and all personnel were required to wear masks and gloves, with passengers also required to wear masks. Special aircraft manufacturer-approved chemical disinfectants were used on hard surfaces, and all headsets, used or unused, were removed after each flight. Onboard disinfectant sprays, masks, and hand sanitisers were also made available.

Reviews of Royal Brunei Airlines on Tripadvisor and ProductReview.com.au are mixed, with some passengers praising the airline for its value, cleanliness, and attentive crew, while others have criticised the airline for issues with bookings, customer service, and delays.

Customer service

Royal Brunei Airlines offers customer service through various channels, including a physical customer service centre, a call centre, an airport customer sales office, and an online presence. The airline provides detailed contact information and operating hours for each of these touchpoints, making it convenient for customers worldwide to reach out for assistance.

The customer service centre at RB Plaza in Bandar Seri Begawan serves as a central hub for addressing customer queries and concerns. It is open Monday to Thursday and Saturday, with specific hours dedicated to serving customers. The call centre, also located in Bandar Seri Begawan, offers 24-hour availability on most days, except for Fridays and during Friday prayers. Additionally, the Brunei International Airport houses a customer sales office that operates six days a week, catering to travellers passing through.

Royal Brunei Airlines also maintains a strong online presence to facilitate customer interactions. Customers can utilise an online form to send feedback or enquiries, which are then directed to the relevant departments for prompt attention. The airline's website provides comprehensive information on travel advisories, COVID-19 guidelines, and other essential updates, empowering travellers to make informed decisions.

Customer reviews of Royal Brunei Airlines' service vary. Some passengers commend the airline for its outstanding cabin service, excellent customer care, and accommodation of dietary requirements. Others have encountered issues with ground staff, baggage handling, and inconsistent service across flights. Overall, the airline appears responsive to customer needs, particularly during the COVID-19 pandemic, by offering flexible options like waiving rebooking fees and providing online resources through their COVID-19 Information Hub.

Food and beverage quality

Royal Brunei Airlines offers complimentary in-flight dining on all flights, with a range of special meals that can be pre-ordered. Passengers have a choice of up to three in-flight meal choices in economy class, plus an appetiser and dessert. All meals served are Halal-certified, and no alcoholic beverages are served on board. Passengers are welcome to bring their own alcoholic drinks if they wish.

The airline caters to a wide range of dietary requirements, including gluten-free, vegan, lactose-free, diabetic, low-calorie, and low-cholesterol meals. These special meal options should be requested in advance, no later than 24 hours before the scheduled flight departure time.

Reviews of the food and beverage quality on Royal Brunei Airlines are mixed. Some passengers have praised the food as "some of the best I have ever eaten", "good quality", "delicious", and "better than expected". Others have described the food as "average", with one review stating that the "taste and presentation are poor".

In addition to the meals, Royal Brunei Airlines provides a selection of non-alcoholic beverages, including water, fruit juices, soft drinks, tea, and coffee. The airline also offers complimentary toothbrushes in the economy-class toilets.

Luggage handling

Royal Brunei Airlines offers a generous baggage allowance, with 20kg of check-in baggage for Economy Class and 40kg for Business Class. For cabin baggage, Business Class guests are entitled to two pieces, each weighing no more than 7kg, with a combined weight of no more than 12kg. Economy Class guests are allowed one piece of cabin baggage, not exceeding 7kg.

The airline also offers the option to pre-purchase extra baggage allowance, which is useful if you are carrying special items such as sports equipment, urns, diplomatic mail, or other unusual items. Students travelling to or from their country of study are given an additional 15kg of baggage allowance, with the appropriate verification at the check-in desk.

In terms of safety, Royal Brunei Airlines has been rated with a seven-star rating against COVID-19 by airlineratings.com. The airline has implemented safety guidelines to minimise physical contact, with mandatory masks and gloves for all personnel, daily sterilisation of aircraft, and frequent replacement of filters. High-efficiency Particulate Air (HEPA) filters are used, similar to those in hospital operating theatres, ensuring clean and safe cabin air.

While there are no specific reviews regarding luggage handling, several passengers have shared positive experiences travelling with Royal Brunei Airlines, with one passenger commenting that they had "no hesitation flying with them again".

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