Royal Jordanian レビュー 

Formal Complaint Regarding Unprofessional and Threatening Behavior at Queen Alia Airport
Dear Royal Jordanian Customer Relations,
I am writing to formally complain about an incident that occurred at Queen Alia International Airport on the night of July 19, before my flight to Madinah, Saudi Arabia, which departed at 1:55 a.m. on July 20.
When I arrived at the check-in counter, I placed my suitcase on the scale. It weighed 25 kg, and my ticket clearly allowed 30 kg of checked baggage. Before the agent completed the check-in process, I politely asked whether I could check in my carry-on bag free of charge since I still had 5 kg remaining in my baggage allowance.
The check-in agent initially told me that I was only allowed 23 kg. I explained that my ticket included a 30 kg allowance. She then checked my reservation while my suitcase was still on the scale and confirmed that I was correct. However, before giving me the opportunity to move 5 kg from my carry-on bag into my checked suitcase, she pressed the button and sent my suitcase onto the baggage belt. She then informed me that I would have to pay to check my carry-on bag.
I explained that this was exactly why I had asked my question before she checked in the suitcase. Had she waited, I could have transferred 5 kg into my checked bag at no additional cost. Instead, I was told I would have to go downstairs to retrieve my suitcase if I wanted to redistribute the weight. I felt this was very frustrating and disrespectful.
At that point, a male employee from the neighboring counter, whom I later learned was Mr. T-M, approached me in an aggressive manner. He raised his voice and said that he did not care about my suitcase and accused me of speaking to his wife disrespectfully. I asked him what he meant, and instead of calming the situation, he became even more aggressive. He repeatedly shouted in Arabic:
"أنا أهلي ما ربوني..."
He repeated this several times in a loud and confrontational manner.
The female check-in agent remained calm and professional throughout the interaction. She asked him to let her handle the situation, and eventually he walked away. She then explained the process to me, helped resolve the baggage issue, and I apologized to her for the misunderstanding, even though I remained unhappy with how the situation had been handled. I appreciated her professionalism.
Unfortunately, the incident did not end there.
After the issue had already been resolved, Mr. Tariq Al-Momani left his counter, approached me again, stood extremely close to my face, and began threatening me. He told me that if I ever spoke to his wife that way again, he would "show me what he would do." I repeatedly asked him why he was speaking to me like that and asked him to step back, but he continued acting aggressively. He also stated that he did not care about his job.
At no point did I threaten or insult his wife. The only thing I said was that I felt the way my suitcase had been processed was disrespectful, and I later apologized to her. There was absolutely no justification for his behavior.
I then went to the manager's office to report the incident. Mr. Tariq Al-Momani followed me and appeared determined to prevent me from speaking with the manager. I repeatedly asked him to give me space, but he refused until the manager finally instructed him to leave.
After I explained everything, the manager apologized for what had happened. While I appreciated the manager's professionalism, I was extremely disappointed that a Royal Jordanian employee behaved in such an aggressive, intimidating, and threatening manner toward a passenger.
My wife, , our 7-month-old son, and I will be flying from Queen Alia International Airport to New York via Miami on July 23. After this experience, I am understandably concerned, and I sincerely hope we will be treated professionally and respectfully during our upcoming journey.
I respectfully request that Royal Jordanian investigate this incident, review any available CCTV footage from the check-in area and the manager's office, and take appropriate action regarding Mr. T-Mo conduct. No passenger should be subjected to intimidation or threats while traveling.
Thank you for your attention to this matter. I look forward to your response.
Sincerely,

Avoid Royal Jordanian if you expect basic customer service or accountability.

My experience has been nothing short of disgraceful.

I requested a refund on May 15. On May 26, your own agent confirmed that AED 3,040 would be refunded within 7–14 working days. Weeks later, another representative claimed it was “under process.”

That turned out to be false.

My bank (Emirates NBD) confirmed there was no pending refund because Royal Jordanian had never even submitted one.

Since then, I have sent countless emails, made numerous phone calls, and received nothing but silence. The only response I ever got was a public apology on social media, clearly for appearances, because no one actually followed up.

It has now been nearly two months of excuses, misinformation, and complete disregard for a paying customer. If your staff don’t know what’s happening, they shouldn’t invent updates. If they do know, then deliberately misleading customers is even worse.

Royal Jordanian has demonstrated that once they have your money, getting it back even when they’ve agreed to refund it is apparently optional.

I cannot recommend this airline to anyone. The lack of professionalism, communication, and integrity has been astonishing.

My flight from Manchester to Damascus on 13 June 2026 was the worst travel experience I have ever had.

The Royal Jordanian staff at Manchester Airport were very rude and unprofessional. My handbag was only 1 kg over the weight limit, so the staff member asked me to remove 1 kg. After I did that, he told me everything was fine and that I would not have to pay any extra charges.

However, when I reached the boarding gate, the same staff member weighed my handbag again and claimed it was still overweight. He then demanded that I pay £62.50. When I explained that my bag had already been checked and approved earlier, he refused to listen or even discuss it with me.

I had no choice but to pay because he told me that if I didn’t, I would not be allowed to board the flight and my trip would be cancelled.

I feel that I was treated unfairly and scammed. This was an extremely disappointing experience, and I would not recommend anyone to book a flight with Royal Jordanian based on how I was treated.

If I could give them 0 stars, I would.

My recent experience with Royal Jordanian has been one of the most disappointing customer service experiences I have ever encountered.

I paid for a Business Class ticket but was involuntarily downgraded. At the airport, I was assured by Royal Jordanian staff that my complaint would be resolved within 24 hours. I trusted their word.

That promise turned out to be completely meaningless.

More than a week later, I am still waiting for a proper response. Instead of addressing my complaint or offering a fair resolution, I continue to receive generic emails stating that my case is “under process.” There is no accountability, no ownership, no explanation, and certainly no urgency.

The most frustrating part is not even the downgrade itself—it is the way Royal Jordanian treats its customers after taking their money. When something goes wrong, customer care appears to disappear completely.

An airline’s true quality is measured not when everything goes according to plan, but when problems arise. Unfortunately, Royal Jordanian has failed that test completely.

If your staff promise a customer a 24-hour response, then honor that commitment. If you cannot meet it, be transparent and communicate honestly. Empty promises only destroy customer trust.

Great experience great crew

Always smiling and nice

Thank you guys ❤️

This has been one of the worst experiences I have ever had with an airline.

My flight on March 17 was cancelled by Royal Jordanian, and since then I have been trying to get the refund I am legally entitled to. Months later, I am still being told to “wait,” while my money has not been returned. Instead of processing my refund, the airline keeps offering me a voucher, which I did not request and do not accept.

I have also made several expensive international calls to their customer service. Each time, I waited on hold for a long time, only for the call to disconnect without my issue being resolved. The lack of customer service, communication, and accountability has been unacceptable.

An airline that cancels a passenger’s flight should not force them to spend months chasing their own money. This entire experience has been frustrating, stressful, and completely unprofessional. I expected far better from Royal Jordanian, but based on my experience, I would strongly discourage anyone from flying with this airline.

I would like to express my disappointment with my experience using the Go Crown upgrade service.

On 29 June, I logged into the Royal Jordanian website and received an offer to upgrade my flight with a 25% discount. I accepted the offer and completed the payment immediately. The amount was deducted from my account, and shortly afterwards I received an email stating that the upgrade was not yet confirmed and that I would receive a final confirmation within 24 hours.

When I contacted customer service, I did not receive a clear explanation. I was simply told that the upgrade was not guaranteed, which raises my concern as to why the amount was deducted from my account if confirmation was not assured. In my experience with other airlines, once payment is taken, the upgrade is generally considered confirmed, making this process confusing and misleading.

Today, when I arrived at the airport, I discovered that there were still six available Business Class seats, yet my upgrade request had not been approved. This was extremely frustrating, especially since I accepted the offer promptly and the payment had already been processed.

Customer service via email is terrible. When someone has a problem and has no other way to contact you except through email, respond to their issue.

Don't tell them to visit one of your offices. That's backward. If I were able to visit your offices in the first place, I would. But you're either lazy or money slavers.

Air Royal Alia et l'aéroport Queen Alia sont des voleurs de valises.
Le personnel de l'aéroport Queen Alia est une mafia qui volent les valses des touristes.

Je réclame qu'on me rende ma valise et qu'on punisse sévèrement leurs employés qui ont volé mon bagage.

Je ne volerai ni avec Air Royal Alia et je ne visiterai plus la Jordanie tant qu'on ne m'a pas rendu ma valise !

0 étoiles

Sowohl Hinflug,als auch Rückflug von Frankfurt nach Amman waren die besten Flüge,die ich je gemacht habe.Warten am Flughafen,muss man überall.Personal am Flughafen extrem freundlich,was sich beim Kabinenpersonal fortsetzte.Neuer Airbus A320neo,mit Entertainmentsystem, extrem leckeres und heißes Essen.Super pünktlich,sehr bequemeSitze Inder Economy Class,auch für mich als 1.90m großen Mann.

Je suis profondément scandalisé par le service de Royal Jordanian. J'avais réservé un vol Paris (CDG) - Dubaï (DXB) avec une escale d'1h15 à Amman.
À cause du retard du premier vol (RJ118), l'escale a été réduite à à peine 57 minutes. Entre le débarquement interminable en navette sur le tarmac et des contrôles de sécurité chaotiques sans aucune assistance prioritaire du personnel, la correspondance était matériellement impossible. Malgré cela, j'ai couru jusqu'à la porte pour m'entendre dire que l'embarquement était clos, alors que l'avion était encore sous mes yeux sur le tarmac. J'ai découvert par la suite que le vol RJ612 était parti **avec 5 minutes d'avance**, abandonnant sciemment les passagers en correspondance.
Résultat de leur incompétence : j'ai dû dormir par terre à l'aéroport, racheter un billet plein pot de ma poche avec une autre compagnie, atterrir dans un autre aéroport (Sharjah), payer des frais de taxi supplémentaires et rater une journée complète de travail.
Pour couronner le tout, Royal Jordanian retient mon bagage en otage à Amman. Après les avoir contactés, ils admettent avoir ma valise mais m'envoient un e-mail exigeant que je paie des frais de 126 JOD (environ 160 €) pour libérer mes propres affaires ! C'est une violation flagrante de la Convention de Montréal. Ils rompent leur contrat de transport, partent en avance, et tentent ensuite d'extorquer de l'argent aux passagers victimes de leurs propres erreurs opérationnelles.
C'est illégal, honteux et d'un amateurisme total. Fuyez cette compagnie si vous tenez à votre argent, votre temps et vos effets personnels.

Very poor experience with Royal Jordanian at Schiphol (Flight RJ152). I was incorrectly told at check-in that I only had 1×23 kg baggage allowance, even though my ticket clearly states 2×23 kg.

What makes this worse is that I had already called Royal Jordanian customer service the day before, and I was clearly informed by phone that I am allowed 2×23 kg baggage. Despite this, the check-in staff still insisted I was wrong and I had to prove it myself using my ticket, causing unnecessary delay, stress, and a very unprofessional experience.

This shows poor communication between customer service and airport staff, and a lack of proper training. Very disappointing and not the level of service expected from an airline.

I will seriously reconsider flying with Royal Jordanian again.

Total junk airline. 3 hours on tarmac in 40 degrees without AC. Poor communications and NOTHING served as beverage. Absolute trash airline.

Dear Royal Jordanian Customer Service,
I would like to express my sincere appreciation for the excellent service I received on my flight from Düsseldorf to Amman two days ago.

The entire cabin crew was exceptionally professional, friendly, and attentive throughout the journey. In particular, I would like to recognize Ms. Ibtisam Radaideh for her outstanding hospitality, kindness, and dedication to passenger comfort. Her warm attitude and genuine care made a very positive impression and contributed greatly to a pleasant flight experience.

Please extend my gratitude to Ms. Ibtisam Radaideh and the entire crew. Employees like them truly represent Royal Jordanian at its best and make passengers feel welcomed and valued.

Thank you for providing such a high standard of service. I look forward to flying with Royal Jordanian again in the future.

Kind regards,
Dr. Omar Abo Basha

انا سافرت بتاريخ /٦/٩/٢٠٢٦ اول تجربه الي عالملكيه كنت اظن كما سمعت من اخرين ان خدمتهم سيئه بعد التجربه اتضح لي انها جيدها وكان مضيفي الطياره التي اسماؤهم محمود وحسان وغازي كانو صبورين واسلوبهم متعاون وجيد وكانوا يقفون على رجل واحده متعاونين وكان كل شي جميل ومريح بالرحله

Very disappointing refund experience with Royal Jordanian Airlines.

I booked a round-trip ticket from Hamburg to Damascus on February 26, 2026, with a connection in Jordan.

On April 6, 2026, the flight was cancelled by the airline itself. I submitted a refund request on the same day.

Today, more than two months later, I am still waiting for my refund.

I have contacted the booking agency more than 11 times and was repeatedly told to keep waiting. I was later informed that they were still waiting for the refund to be paid by Royal Jordanian before they could transfer the money to me.

I also contacted Royal Jordanian directly by email on two separate occasions and received no response at all.

It is unacceptable for passengers to wait this long for a refund when the flight was cancelled by the airline itself. What is even more frustrating is the complete lack of communication and transparency regarding the status of the refund.

I am sharing this review so that other travelers are aware of my experience. I hope Royal Jordanian will address this issue promptly and process the refund without further delay.

​"Jag vill varna alla för att flyga med Royal Jordanian Airlines. De har visat en total brist på respekt för passagerares liv och rättigheter.
​När min resa blev inställd på grund av en akut kris och krigssituation, fullföljde de inte sin lagstadgade omsorgsplikt (Duty of Care). De lämnade mig strandsatt och när jag försökte kontakta dem, upptäckte jag att de medvetet blockerar inkommande mejl på sina officiella adresser (såsom Customer.Relations, Claims.Service och RJCare). Deras server avvisar till och med officiella mejl från den svenska myndigheten Allmänna reklamationsnämnden (ARN)!
​De gav mig bara ett internt ärendenummer (CAS-188733-*****) för att tysta ner mig, men gav aldrig något riktigt svar eller återbetalning. Mitt ärende ligger nu hos ARN under ärendenummer 2026-****
​Detta flygbolag flyr från sitt juridiska ansvar och gömmer sig bakom blockerade mejlsystem. Flyg aldrig med dem!"

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They were supposed to serve Tea/ coffee on this trip but they argued that the seat belt sign was on so no coffee was served. I did wait for more than one hour asking for why is this seat belt sign on while there are litterally NO PERTURBATION WHATSOEVER. I've asked several times, is this seat belt sign on justified? and they were always saying " the captain says so or decides". I am pretty convinced they used the sign on for hours to just NOT serve coffee or tea although i asked several times within around an hour. This seems to me a clear ABUSE of the sign. I could swear, the sky was blue clear without clouds the plane had smooth trajectory with no perturbation for over an hour but they just kept the sign ON to shut everyone asking for coffee. Never again this company, unprofessional.

My journey with Royal Jordanian was from Baghdad to Chicago on July 29, 2026, with a transit stop in Amman. When I arrived in Chicago, I noticed that my suitcase felt unusually light. Many of my belongings were missing, and it appeared that items had been stolen from my luggage. As a result, this was one of the worst travel experiences I have ever had.