We are proud to an­nounce that Royal Brunei Air­lines is now a Sky­trax 4-Star Air­line!


It gives us great plea­sure to share that Royal Brunei Air­lines has been cer­ti­fied with the cov­eted Sky­trax 4-Star Air­line rat­ing! We are de­lighted and proud to join this ex­clu­sive list of 4-Star Air­lines in the world and as one of the small­est to achieve such a global feat.

The 4-star ac­cred­i­ta­tion was pre­sented to us from the internatio­nal air transport rat­ing or­gan­i­sa­tion fol­low­ing a de­tailed au­dit of our over­all qual­ity of prod­ucts and ser­vices stan­dards. Ex­pe­ri­enced air­line au­di­tors re­ferred to internatio­nal bench­marks cov­er­ing some 900 key as­sess­ment items dur­ing the au­dit and we were awarded the 4 stars af­ter ev­ery as­pect of our prod­ucts and ser­vices were thor­oughly au­dited.

MUHIBAH spoke to Karam Chand, Royal Brunei Air­lines’s Chief Ex­ec­u­tive Of­fi­cer, to learn more about the rat­ing.

Con­grat­u­la­tions on be­ing a Sky­trax 4-Star Air­line! What does achiev­ing this award mean to the air­line?

It is an honour to be now cer­ti­fied with the 4-star Sky­trax award. It is also pleas­ing to note that for Sky­trax’s Top 100 air­lines in the world yearly rank­ing, we have im­proved to 66th po­si­tion this year from 95th rank­ing in 2016. We were named as one of the top five most im­proved air­lines and not long ago, top 10 most loved air­line in the world.

Can you talk about the au­dit­ing process?

We en­gaged Sky­trax in 2018 to con­duct an air­line qual­ity au­dit on our prod­uct and ser­vice de­liv­ery across the busi­ness, on both long haul and re­gional flights as well as our home air­port. Since then, we have made fur­ther en­hance­ments to our prod­ucts and ser­vices, and main­tained a high de­gree of con­sis­tency in ser­vice de­liv­ery by all our front­line staff.

What are some of these en­hance­ments?

Sup­port­ing the ser­vice fo­cus strat­egy re­quired changes to our air­craft fleet, net­work and guest­fac­ing in­fra­struc­ture. Last year, we com­pleted our fleet mod­erni­sa­tion pro­gramme with new tech­nol­ogy B787 Dream­liner and A320NEO air­craft. We can con­fi­dently say Royal Brunei Air­lines is one of the very few air­lines in the world with an aver­age fleet age of just over two years. This in­vest­ment is great for our guests as it has helped us main­tain very high on-time per­for­mance of 90 per­cent, we of­fer the lat­est cabin fea­tures and play an ac­tive role in re­duc­ing car­bon emis­sions.

You also ex­panded your flight net­work?

Yes, over the course of the past year, we in­tro­duced more di­rect flights to a num­ber of key des­ti­na­tions. We have ex­panded our net­work from 17 to 25 des­ti­na­tions and soon to 32 in­clud­ing RB Link cities. In Novem­ber 2017, we in­tro­duced sched­uled ser­vices to Seoul; in April 2018 to Nan­ning and Hangzhou, fol­lowed by non-stop ser­vice be­tween Brunei and London Heathrow in Oc­to­ber 2018 thus putting us on equal foot­ing with our com­peti­tors. We also have one of the short­est elapsed time be­tween Brunei, Mel­bourne and now Bris­bane to London Heathrow.

We also in­tro­duced Haikou in Novem­ber, Taipei and Kuch­ing in De­cem­ber last year, Tokyo in March this year, and launched flights to Chang­sha in April, Bris­bane in July. Soon, we plan to in­tro­duce ser­vices to Bei­jing, the new Dax­ing Internatio­nal Air­port. Prod­uct in­no­va­tion such as our re­cently in­tro­duced RB Links flights fur­ther ce­ments our po­si­tion as the Na­tional Air­line of Brunei and our com­mit­ment to our guests and their needs and to the Re­gion.

How does be­ing awarded the Sky­trax 4-Star Air­line rat­ing re­flect on the air­line?

The 4-star rat­ing vin­di­cates the prod­ucts and ser­vices we in­tro­duced over the years to en­hance the guest ex­pe­ri­ence at ev­ery touch­point. It is also a great tes­ta­ment of years of hard work across the Com­pany by all of our peo­ple. This would not have been achieved with­out the con­tri­bu­tion and hard work; from our front­lin­ers to our col­leagues in op­er­a­tions, com­mer­cial and sup­port de­part­ments, who have worked tire­lessly to help us achieve our goal and strate­gi­cally po­si­tion Royal Brunei Air­lines as a glob­ally com­pet­i­tive air­line.

This and many other achieve­ments over the last few years truly re­flect the spirit of Royal Brunei Air­lines and her peo­ple, and our strong de­sire to help achieve the Na­tional ob­jec­tives with en­hanced con­nec­tiv­ity, be an en­abler of growth in tourism and trade, and to be Brunei’s internatio­nal brand ambassador on a daily ba­sis.

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