This issue is deeply personal to me because of the unprofessionalism, rudeness, and lack of competence displayed by Royal Air Maroc staff on January 12, 2025, at Casablanca Airport. My companion and I were scheduled to fly from Casablanca to Phuket via Doha (Booking References: 5YSSKD and 6B55O2) The ticket booked through Qatar Airways and it is a codeshare between Qatar Airways and Royal Air Maroc, so from Casablanca to Doha with Royal Air Maroc and from Doha to Phuket with Qatar Airways. Despite holding valid return tickets issued by Saudi Arabian Airlines, we were denied boarding at check-in counter number 56 between 12:00 PM and 2:00 PM (Casablanca local time).

The behavior of the staff was appalling and hostile. One staff member outright refused to let us board, stating, “Inshallah you won’t get into this plane.” She further insisted, “You have to book a return ticket with us,” even though we already held valid return tickets. When we protested against her behavior, she shockingly declared, “This is my father’s company, you won’t get into this plane.”

Desperate to make our flight, we agreed to book new return tickets with Royal Air Maroc, despite their unreasonable demand. The staff quoted a price of 9,700 MAD per person for the return tickets, totaling 19,400 MAD for two people. We requested flexible tickets to allow date changes, but she outright refused, saying, “No, we can’t make it flexible.” This was both unprofessional and untrue, as passengers have the right to upgrade tickets to flexible dates. It was clear that this was an intentional and unreasonable restriction to make an already frustrating situation even worse.

As a result of this mistreatment and outright abuse of power, we missed our flight and were forced to incur significant additional expenses. We also missed an important event in Phuket, which was critical for our businesses. The delay not only led to a loss of business opportunities but also caused immense stress and frustration.

I am calling for accountability for the staff involved, proper training on international travel regulations, and systemic changes to ensure no other passengers experience this kind of mistreatment and abuse. Royal Air Maroc must take responsibility for the financial, emotional, and professional losses caused by such unprofessional conduct.