The absolute worst airline. Period. Flew from NY to Amman with an infant in my lap because even though I had requested a baby bassinet 3 months prior, chose seats that supposedly accommodate a baby bassinet, got a confirmation for the baby bassinet, upon checking in, inquired about the bassinet, which a RJ employee told me to ask for while boarding.
Upon boarding, I see that the seats I specifically selected which said would accommodate an infant, are not the seats we actually were assigned. When I asked Yazan where I was supposed to put a bassinet, he said, we don’t have anymore and walked away. I told him I requested it months ago, to which he answers, well, those seats can’t accommodate a bassinet anyway. Again, I explain to him that these are not even the seats I myself chose on their website and ask that he please help us get the right seats. I show him a printout of an email confirmation and he goes, yeh those are the seats and walks away again.
One more time, I attempt to show him the actual seat plan showing the location of my seats. He looks at it, realizes that I am right, gives me a nasty look and says okay I can’t do anything. YAZAN was extremely rude and dismissive.
A few minutes later, another woman is voicing the same issue that I had. She chose specific seats to accommodate her special needs child, yet was assigned different seats. We figured out that the aircraft that we were on was not identical to the one on their website where you choose your seats. Completely different seat plan and layout. The flight attendants were all extremely rude and were visibly annoyed at each other.
After arriving in Amman, we waited 2.5 hours to claim our luggage. 2.5 hours. My brand new stroller which I only used that day at the airport now had a broken wheel, and my mom’s walker was missing a screw. We figured it wouldn’t be as bad on the return flight. We were wrong. We check in and were told that there was a delay. A 5 hour delay. Royal Jordanian does not bother to email or text about their delays. My travel agent said I should have gotten some kind of notification. I didn’t. We ask about the baby bassinet and are told that there are no more. All are being used. I explain to the woman checking us in that I have a confirmation.
How is it possible that I requested it months ago, received a confirmation for it, and still can not get one?
She said, we have 6 infants on the flight and only 4 bassinets. Great. But I have a confirmation. Shouldn’t that actually guarantee me a bassinet? Nope. She can’t help me. So I go speak to a manager. He tells me there are no bassinets and then goes to walk away without even letting me finish my sentence. I said okay but I requested one months in advance.
How can this keep happening?
He said, well, you didn’t get a confirmation and dismissed me. I had the email open and shoved my phone in his face at this point, forcing him to look at the confirmation. He sees it and says, oh well, the seats you chose don’t accommodate a bassinet. I said sure they do, that’s why I chose them. He says no, seat # .... does not. So I go ahead and show him the layout as per Royal Jordanian’s website. He now says, well it says suitable for adult with infant but that doesn’t mean it accommodates a bassinet. So then what else could it possibly mean? His answer, it means that there are 2 oxygen masks per seat. One for parent and one for baby. That’s not very clear. Suitable for adult with infant; if it does not actually accommodate the physical baby, they should specify that. Okay. So we board the flight. Again are given completely different seats. I bring this up to an employee; the numbers match, but this is not the seating plan we chose. He says, yes, you’re right. The grid on the website where you chose your seats is wrong. You probably chose from the old page but it’s been updated. I told him that I just checked the site and that it’s still showing the same info as when I made my seat choice. He then changes his mind and tells me, well this is not the same aircraft model. They sent a different plane. So I was right. It’s not that I’m selecting the wrong seats. It’s them switching planes and trying to make us look like we are the idiots.
I now bring up the fact that I do not have an oxygen mask for the baby since these seats do not accommodate an infant. Yeh, those seats are taken. Well, sir, I chose those seats. Yeh but they were already assigned to other people. People without babies! Nothing was done to get me to a seat that had an oxygen mask for my baby. When they switch the planes, instead of seating people based on their needs, they just match up your original seat #, not considering why you chose the seats you did.
We were given food 2 hrs into a 12 hr flight. No one ever went around with drinks. Not once. Our next meal was not served until 9 hrs later, literally 1 hr before landing. Horrible service. If you can even call it that.