Royal Brunei Airlines (RB), the national carrier of Brunei, has a cancellation policy that varies by fare type, booking method, and applicable regulations, including U.S. DOT rules for U.S.-related flights and EU Regulation (EC) 261/2004 for EU/UK departures.
24-Hour Cancellation Policy:
- You can cancel any flight booked directly through RB’s website (www.flyroyalbrunei.com), mobile app, or ticket office within 24 hours of booking for a full refund, including taxes and fees, provided the flight departs at least 7 days later (168 hours or more). This applies to all fare types (e.g., RB Super Saver, RB Flexi, Business Saver, Business) and aligns with U.S. DOT regulations for U.S.-related bookings.
- Refunds are issued to the original payment method with no fees. For Royal Skies award tickets, miles are redeposited with a USD 50 service fee if still valid.
General Cancellation Rules:
- RB Super Saver (Basic Economy): Non-refunded after the 24-hour window. Cancellations result in forfeiture of the fare, but you may request a refund of applicable taxes and fees.
- RB Flexi and Business: Fully refundable with no fees if canceled before departure. Refunds include the ticket price and taxes, issued to the original payment method
- Cancellation Fees: For non-refunded fares, fees vary by booking class, route, and country, with no specific amounts disclosed publicly (e.g., check ticket conditions). Fees may be higher for cancellations closer to departure.
- No-Show: If you fail to cancel before departure, the ticket value is forfeited, and no refund or credit is issued, except for taxes/fees in some cases.
Special Circumstances:
- Medical Emergencies or Bereavement: RB may waive cancellation fees for medical emergencies or death of a passenger/close family member, with documentation (e.g., medical/death certificate). Contact RB’s customer service for consideration.
- COVID-19 or Travel Restrictions: For cancellations due to restrictions, RB offers refunds or credit vouchers (previously valid until October 31, 2022). Refunds are preferred over vouchers due to limited validity.
- Third-Party Bookings: Cancellations must be processed through the agent (e.g., Kayak, MakeMyTrip), and the 24-hour policy may not apply. Agent fees may be charged, and RB advises contacting the agent directly.
- Transit Restrictions: Transit at Brunei International Airport is currently not permitted, so avoid multi-city bookings requiring a Brunei stopover, as passengers may be denied boarding.
Refund Processing:
- Refunds for credit card payments take 7–14 days; other methods (e.g., cash, check) may take up to 30 days. Delays have been reported for third-party bookings.
- Refunds are issued to the original payment method. For non-refunded tickets, only taxes/fees are refunded. Credit vouchers are valid for 12 months and non-transferable.
- For Royal Skies award tickets, a USD 50 fee applies to redeposit miles, provided they haven’t expired.
Customer Feedback:
- Passengers report smooth cancellations within the 24-hour window but frustration with non-refunded Super Saver fares and the inability to cancel online.
- A 2014 Tripadvisor case noted a £379 per person fee (including admin and fare difference) for a date change requested shortly after booking, with no grace period honored despite immediate contact, suggesting strict enforcement of fare rules.
- Customer service is criticized for slow responses and high fees for changes/cancellations outside the 24-hour window.
