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Frequently asked questions

FAQ

• What services does the Royal Air Maroc provide for handicapped travellers?

  As an airline committed to accessibility and inclusion, Royal Air Maroc recognizes the importance of ensuring that people with disabilities have equal access to all our services, including booking, boarding, and in-flight services. Through comprehensive policies, procedures, and training, we strive to create a barrier-free travel experience for all passengers.
  
  1. Accessible booking: Royal Air Maroc ensures that passengers with disabilities can access and navigate our booking process with ease. Our online booking system is designed to be accessible, and we provide alternative booking options, such as telephone assistance, for passengers who may face challenges using online platforms or prefer personalized assistance.
  
  2. Check-in and boarding assistance:
  
  o We allow people with disabilities to advance to the front of the line at the check-in counter in case they are unable to use the automated self-service counters.
  o We provide boarding assistance to passengers with disabilities, ensuring a smooth and dignified boarding experience.
  o Our boarding procedures prioritize individuals with disabilities, allowing them to board early or providing designated boarding lanes, when available, to minimize congestion and facilitate a more comfortable boarding process. It should be noted that Royal Air Maroc uses its best effort to grant priority boarding to people with disabilities when applicable, unless there is a safety-related contraindication
  o Our trained staff is available to provide personalized assistance, such as wheelchair escort services or guidance through boarding ramps, to passengers who require physical support or have mobility challenges.
  
  3. In-Flight accessibility:
  
  o Royal Air Maroc is committed to providing accessible services and accommodations during flights to ensure the comfort and safety of passengers with disabilities.
  o We offer accessible seating options, including seats with extra legroom, to accommodate passengers with mobility limitations or medical conditions. These seats can be reserved during the booking process or requested through our customer service channels.
  o Passengers who require special assistance, such as help with meals or mobility support, are encouraged to inform us in advance so that appropriate arrangements can be made to meet their specific needs.
  
  4. Communication and assistance: We maintain open lines of communication, welcoming feedback and suggestions from passengers with disabilities to continually improve our services and address any accessibility challenges they may encounter. For this purpose, Royal Air Maroc dedicated a customer service team that can collect and handle feedback through various channels such as a dedicated phone line, e-mail and website form
  
  

• How can I request assistance If I am handicapped traveller?

  To request any of the l assistance services provided by Royal Air Maroc, or any other one not mentioned but handled on a case basis, passengers can contact our dedicated accessibility support team by phone via the following number 00212 522 48 97 51 or via the email address disabled-passenger-services@royalairmaroc.com .
  Our staff members are trained to handle accessibility-related inquiries and will guide passengers through the process. We recommend that passengers make their requests at least 48 hours in advance to allow us sufficient time to make necessary arrangements. However, we understand that unexpected situations may arise, and we will make every effort to accommodate last-minute requests to the best of our abilities. All relevant information can be found in the following link:
  https://www.royalairmaroc.com/ca-en/information/special-attendance
  
  

• Are there any specific requirements or documentation needed to request assistance for a handicapped traveller?

  Specific requirements or documentation may apply when requesting an assistance for a handicapped traveller. To request any of the l assistance services provided by Royal Air Maroc, or any other one not mentioned but handled on a case basis, passengers can contact our dedicated accessibility support team by phone via the following number 00212 522 48 97 51 or via the email address disabled-passenger-services@royalairmaroc.com. Our staff members are trained to handle accessibility-related inquiries and will guide passengers through the process. We recommend that passengers make their requests at least 48 hours in advance to allow us sufficient time to make necessary arrangements. However, we understand that unexpected situations may arise, and we will make every effort to accommodate last-minute requests to the best of our abilities. All relevant information can be found in the following link: https://www.royalairmaroc.com/ca-en/information/special-attendance
  
  

• Can Royal Air Maroc accommodate passengers with mobility impairments?

  As part of its commitment to inclusivity, Royal Air Maroc offer a range of additional assistance and accommodations to meet the diverse needs of our customers. We understand that some passengers may require wheelchair assistance, seating accommodations, or personal attendants, and we are dedicated to making these services available upon request.
  
  

• Are there any specific seating arrangements for handicapped travellers?

  To enhance passenger comfort and accommodate diverse needs, we offer a variety of seating options. Passengers who require specific seating accommodations, such as extra legroom, aisle seats, or seats with movable armrests, can make their requests during the booking process or by contacting our customer service team. While we strive to accommodate all requests, please note that seating assignments are subject to availability and compliance with safety regulations. Passengers are encouraged to make their requests as early as possible in the booking process to increase the likelihood of securing their preferred seating arrangements.
  
  

• How can I request assistance at the airport for a handicapped traveller?

  If your request was made at least 48 hours before departure, our special assistance service will help you in your movements and proceed to check you in with your luggage and mobility equipment. We recommend that you report at least 90 minutes before the close of check-in, so as to arrange the assistance you need. You will benefit from priority check-in. Report to one of the check-in counters of your travel class. At the Casablanca Hub, report to the “Special Assistance” area if you checked in at Terminal 1, you will be assisted by our dedicated staff for all necessary check-in formalities.
  
  

• Does Royal Air Maroc provide assistance with boarding and disembarking for handicapped travellers?

  We provide boarding assistance to passengers with disabilities, ensuring a smooth and dignified boarding experience. Our boarding procedures prioritize individuals with disabilities, allowing them to board early or providing designated boarding lanes, when available, to minimize congestion and facilitate a more comfortable boarding process. It should be noted that Royal Air Maroc uses its best effort to grant priority boarding to people with disabilities when applicable, unless there is a safety-related contraindication. Our trained staff is available to provide personalized assistance, such as wheelchair escort services or guidance through boarding ramps, to passengers who require physical support or have mobility challenges.
  
  

• Are there any restrictions for carrying mobility aids or medical equipment on board Royal Air Maroc flights?

  Restrictions may apply depending of the type of mobility aid or medical equipment. You can get more information by contacting our dedicated accessibility support team by phone via the following number 00212 522 48 97 51 or via the email address disabled-passenger-services@royalairmaroc.comor via the following link https://www.royalairmaroc.com/ca-en/reduced-mobility
  
  

• Can the airline accommodate passengers with visual impairments?

  As part of its commitment to inclusivity, Royal Air Maroc offer a range of additional assistance and accommodations to meet the diverse needs of our customers. To support passengers with visual impairments, we have implemented the following measures:
  
  1. Braille Signage: Key areas within the aircraft are labelled with braille signage. This ensures that passengers can navigate the cabin independently and locate essential amenities.
  
  2. On-Board Announcements: Our crew members make in-flight announcements using clear and descriptive language, ensuring that passengers with visual impairments receive important information about safety procedures, flight updates, and service offerings
  
  

• Are there any special provisions for passengers with hearing impairments?

  As part of its commitment to inclusivity, Royal Air Maroc offer a range of additional assistance and accommodations to meet the diverse needs of our customers. For example, during a flight, we make efforts to ensure effective communication with passengers who are deaf, hard of hearing, or have speech disabilities. Our cabin crew undergoes training to understand and respond to the unique needs of individuals with disabilities.
  
  o In-flight announcements are made using both audio and visual methods, including closed captioning on seatback screens or personal entertainment devices, to accommodate passengers with hearing impairments.
  
  

• Can Royal Air Maroc accommodate passengers with service animals or emotional support animals?

  As part of its commitment to inclusivity, Royal Air Maroc offer a range of additional assistance and accommodations to meet the diverse needs of our customers. To ensure seamless assistance, our training covers the use of assistive devices commonly used by passengers with disabilities, such as wheelchairs, hearing aids, and service animals. Employees and contractors are trained to recognize and respect the importance of these devices, as well as to provide appropriate support and accommodations as needed. You can get more information by contacting our dedicated accessibility support team by phone via the following number 00212 522 48 97 51 or via the email address disabled-passenger-services@royalairmaroc.com
  
  

• Are there any specific policies for travellers with allergies or medical conditions?

  As part of its commitment to inclusivity, Royal Air Maroc offer a range of additional assistance and accommodations to meet the diverse needs of our customers. At the request of a person who has a disability due to a severe allergy, we can ensure that a buffer zone is established around the passenger seat in order to avoid the risk of exposure to the allergen by assigning the passenger a seat that is in a row of seats different from the source of the allergen and in a row of seats that is not opposite the source of the allergen and by notifying passengers seated in the same row of seats that a person with a severe allergy is seated in proximity and precising the source of the allergen.
  
  

• What training do Royal Air Maroc staff receive to assist handicapped travellers?

  In our commitment to providing an inclusive travel experience for all passengers, Royal Air Maroc recognizes the importance of comprehensive training for employees and contractors. By promoting understanding, empathy, and positive communication, we aim to foster an environment that ensures the comfort and dignity of all passengers. Our main training objectives are:
  
  1. Enhance Awareness: Our training program aims to enhance awareness and knowledge about various types of disabilities, including physical, sensory, and cognitive disabilities. By familiarizing employees and contractors with these diverse conditions, we promote understanding and empathy towards passengers with disabilities.
  
  2. Foster Positive Attitudes: We strive to foster positive attitudes and remove common misconceptions or stereotypes associated with disabilities. By emphasizing person-first language and focusing on abilities rather than limitations, we encourage a respectful and inclusive approach towards all individuals.
  
  3. Improve Communication Skills: Effective communication is crucial when interacting with people with disabilities. Our training program provides employees and contractors with practical strategies to facilitate clear, respectful, and inclusive communication. This includes using appropriate language, actively listening, and seeking clarification when necessary.
  
  4. Understand Assistive Devices and Services: To ensure seamless assistance, our training covers the use of assistive devices commonly used by passengers with disabilities, such as wheelchairs, hearing aids, and service animals. Employees and contractors are trained to recognize and respect the importance of these devices, as well as to provide appropriate support and accommodations as needed.
  
  

• Are there any additional charges or fees for requesting assistance?

  The provision of a wheelchair by Royal Air Maroc is free. Items needed for your mobility (such as wheelchairs, a pair of crutches, orthopaedic devices) will also be transported free of charge in the hold provided they meet the standards in terms of volume, weight, size. You can get more information by contacting our dedicated accessibility support team by phone via the following number 00212 522 48 97 51 or via the email address disabled-passenger-services@royalairmaroc.com
  
  

• How far in advance should I request assistance if I am a handicapped traveller?

  To request any of the l assistance services provided by Royal Air Maroc, or any other one not mentioned but handled on a case basis, passengers can contact our dedicated accessibility support team by phone via the following number 00212 522 48 97 51 or via the email address disabled-passenger-services@royalairmaroc.com. Our staff members are trained to handle accessibility-related inquiries and will guide passengers through the process. We recommend that passengers make their requests at least 48 hours in advance to allow us sufficient time to make necessary arrangements. However, we understand that unexpected situations may arise, and we will make every effort to accommodate last-minute requests to the best of our abilities. All relevant information can be found in the following link: https://www.royalairmaroc.com/ca-en/information/special-attendance
  
  

• What should I do if I encounter any issues or have feedback regarding the accessibility services?

  We maintain open lines of communication, welcoming feedback and suggestions from passengers with disabilities to continually improve our services and address any accessibility challenges they may encounter. For this purpose, Royal Air Maroc dedicated a customer service team that can collect and handle feedback through various channels such as the following dedicated phone line 00212 522 48 97 51, the following e-mail abilityreview@royalairmaroc.com and the following website form :
  https://www.royalairmaroc.com/ca-en/information/service-claims
  At Royal Air Maroc, we actively seek and value feedback from passengers with disabilities, as their insights are instrumental in improving our accessibility initiatives. Our robust system for receiving and responding to feedback ensures that concerns are addressed promptly and appropriately. By leveraging this feedback to drive continuous improvement, we are committed to enhancing our services, policies, and procedures to ensure an inclusive and satisfactory travel experience for all passengers.
  
  

• Does Royal Air Maroc have a dedicated customer service line for accessibility-related queries?

  We maintain open lines of communication, welcoming feedback and suggestions from passengers with disabilities to continually improve our services and address any accessibility challenges they may encounter. For this purpose, Royal Air Maroc dedicated a customer service team that can collect and handle feedback through various channels such as the following dedicated phone line 00212 522 48 97 51, the following e-mail abilityreview@royalairmaroc.com and the following website form : https://www.royalairmaroc.com/ca-en/information/service-claims
  
  

• What measures will Royal Air Maroc take if my checked wheelchair has been damaged or lost upon arrival?

  In the case that a passenger with reduced mobility did not keep their mobility aid with them during the flight and the aid is damaged, destroyed or lost during transport or Royal Air Maroc cannot make it available to the person upon arrival at their destination, Royal Air Maroc will temporarily provide the person with a replacement mobility aid that meets their mobility-related needs and allow them to use it until their mobility aid is returned to them or repaired or replaced, returned to him or reimbursed.