Royal Air Maroc: Better Than a Magic Carpet!

My love affair with Morocco continues, but that will be a post for another day. Being a woman of my word, I will instead use this post to make good on my promise to report back on our experiences with Royal Air Maroc.

Faithful readers will recall that we flew business class TO Morocco, so that we could stretch out in the lay-flat seats and catch a few zzzz’s. We didn’t want to be totally exhausted when we arrived in Casablanca. As reported, business class was a luxurious experience with several unexpected bonuses.

Because our flight from Casablanca was scheduled to depart around 1 PM, we decided coach would be just fine for our return flight. And it was.

It is entirely possible that our experience was impacted by Covid, and when travel returns to normal, flights will once again be full. But not today. Mike and I had the row to ourselves, thoroughly enjoying having an empty seat between us. We didn’t feel cramped, the seats were comfy, but not as plush as business, and there was plenty of room in the overhead bins. The passenger in front of us had the entire row, so he was able to stretch out across all three seats.

Okay, so this was the first time I’d seen this really cool window feature. Instead of having a shade, there is a little button below the window that gradually lightens or darkens the pane, so you can be shielded from the sun’s brightness and heat, and still see outside.

Lunch was rather good. The orzo was sprinkled with cinnamon, the chicken had a delicious sauce and best of all, the wine was free! The second “meal” was not so good. In fact, it is as pretty pathetic and there was no accompanying wine to ease the pain. So, in addition to a guaranteed seat to yourself that has an almost infinite number of adjustments, you get much better food (and drink) in business class.

The seat back entertainment in coach and business is identical. Even if it were different, that would not have been a selling point for me because with my iPhone and iPad, this girl is all set. I keep the flight map on the screen so I can watch our progress, while bopping in my seat to my favorite music or reading a book on one of my I-thingies. Fortunately the seats have outlets, so I can recharge if the need arises. It doesn’t take much to make me very happy, and yes, wine helps.

In business class, we received a little bag with hand and face cream, lip balm, ear plugs, eye mask, a comb and socks. But guess what? People in economy also got a goodie bag. It only contained socks and an eye mask, (neither of which I EVER use) but still, that’s more than other airlines do for us folks in steerage.

Because of my Chase Sapphire Reserve credit card, we were able to use the Pearl Lounge at the very uncrowded Casablanca Airport, so our airport wait was quite comfortable.

Bottom line: Air Maroc worked out really well for us. We were able to fly at reasonable times. Those on the Air France return flight had to get up at 3:30 AM, and had a “box” breakfast. We got up at 8 AM, had a delicious buffet breakfast, and because our flight was non-stop, arrived at JFK about 15 minutes after the Air France Flight. Others on our trip had their flights changed multiple times. Ours did not. Best of all for OAT travelers, another member of our group was able to fly Royal Air Maroc and have the arrangements made by OAT, because of their code share with American Airlines. That would definitely been our preference! I must have had a new OAT rep, who was unaware of that option.

The Skies May Be Friendly, But United Sure Isn’t!

Our 40th Anniversary trip starts with a multi-day adventure, known as “getting there”.

For the first leg of the trip, OAT’s proposed itinerary included a stop in Dubai, landing in Delhi after being in transit for 18 hours.  Not what I call ideal, particularly when I saw our return flight would depart at 4 AM.

Letting my fingers flutter over my keyboard, I was thrilled to discover that United has a direct flight between Newark and Delhi for about the same price, but only (!?!) 14 hours travel time.  Best of all, the return flight departed at 11:30 PM.  So, instead of sitting miserably at the airport, waiting to board that 4 AM flight, we’d leave the night before, and would be several hours into winging our way home.  Sweet!  Not only that, but for years, I had been hoarding frequent flier miles for an occasion exactly like this.  Business class, here we come!

EXCEPT

When I tried to upgrade on line, I got a message that we were put on a “waiting list”.  How could that be? The flight was five months out, and our flight’s seat maps showed only one seat in business class was occupied.  Clearly not a lot of OTHER frequent fliers had already upgraded on OUR flight.  I thought it was strange that the same seat was occupied, coming and going, so I did a little checking.  Seat 5D  was the only one occupied on every flight that I checked.  Perhaps reserved for a member of the crew?   Well, I was confident that a quick call to United’s customer service would fix everything right up.  Did I mention that I’m a hopeless optimist?

Here’s what happened.  The customer service rep confirmed that we were indeed put on a waiting list.  Okay.  When I asked how many others were on the list, he explained he couldn’t tell me for “security” reasons.  (Security??? I didn’t want to know names or home phone numbers.  Just tell me where I am in line so I can figure the odds of getting the bloody upgrade!)  He also was going to charge me $20 for the pleasure of speaking with him, but after we exchanged “pleasantries”, he thought better of it.

Those frequent flier miles that we accumulate, expecting one day to trade in to make a long trip both pleasant AND affordable?  Well, it appears that United reserves the right to let us know at the very last minute whether or not they are going to allow us to redeem the miles, perhaps because they MIGHT be able to sell the seat we covet for the full price. They just don’t know yet.   By the way, in addition to redeeming 140,000 miles, our roundtrip upgrades weren’t free.  We paid an additional $2,400 for them.  To me, that’s a whole LOT of money!  

United took our money and deducted the miles from our account, which sure felt like we had purchased seats, EXCEPT we couldn’t choose which ones they would be.  We will find out the day of the flight whether or not we get the upgrade, and where we will sit.  There is no guarantee that we will even be next to each other.  Normally that would not be a big deal, but 14 hours is a long time.  Call us crazy, but given the price we paid (in dollars and miles) we’d like to be able to choose who we sleep with.  If we don’t get the upgrade,  United WILL refund our money and will redeposit our frequent flier miles, without charging a penalty.  (Yes, the representative actually did say that.)  If we had paid for the tickets with a United credit card, would they also refund any interest?  I think we all know the answer to that one.

As luck would have it, at the end of December, I received an email “signed” by Sandra Pineau-Boddison, the Sr. Vice President of Customer Relations, asking for feedback on a United flight we’d just taken.  Now that I had a name, it wasn’t difficult to find her personal email, so I shared my tale of woe with her.  How about that?  FREE feedback from a long time former Continental Airlines frequent flier.  No need to hire a market research company or do a focus group to find out how they are doing.

So what happened?  Nothing.  After almost two months.  Not even an automated acknowledgement.  From the SR. Vice President?  Of Customer Relations?  That speaks volumes.

Let this serve as a precautionary tale to all you Mileage Plus Members out there.  United doesn’t care a bit about you or your miles or your loyalty.  Think about that the next time you book a flight or get a solicitation for a United credit card that offers points for “free” travel.

But if anything changes between now and our flight, I’ll certainly let everyone know.  Come on Sandra, do your job!