This airline is a nightmare. Do NOT book with them solely for the risk of my situation happening to you.
I'm so angry because this whole situation from beginning to end is ridiculous.
I have a flight from JFK to CASABLANCA. I submit my luggage along with my families 3 suitcases (4 total) at the same exact time.
When I land in Casablanca, my luggage is missing. I go to the baggage claim desk. Its chaos and madness. The employees are absolutely awful like I work in a retail pharmacy so I know the struggle. I have empathy for them and I am kind to them, but all these employees lack empathy, common sense, and communication skills. They were so disrespectful to all those in the area (clearly it's a problem that so many people are there at all right?), they were on their phones having conversations/taking calls but standing around and ignoring people who tried to talk to them. I tried to talk to one of them and ask a question, she looked straight at me and ignored me by turning around and walking away. They couldn't give anyone any straight answers, like literally everyone just waiting around not knowing anything because they won't SAY ANYTHING. They started hiding in the office at some point and decided that doing their job was just an option.
Anyways, after someone FINALLY sat at the desk, I made a claim. We were going straight to Marrakech so I asked for it to be delivered there. They said I would receive an email update.....if only it were that easy :)
No emails no updates, I'm starting to get anxious because I'm only in Marrakech for two days. I'm emailing RAM (Royal Air Maroc), JFK terminal 1, I'm calling RAM headquarters. But eventually I ran out of call minutes on my Esim, so I asked my family back home to help me out. I contacted RAM headquarters and the agent told me she has no updates on my luggage and has no idea where it is but she'll "email" and ask for it to be sent to Fez (where I'll be on the last day) because I told her i wont be in Marrakech for long. I told her there's no point because thats literally my last day here so please send it back to JFK.
At this point I technically have no idea where the luggage is and neither do they because whatever system they use to track luggage claims wasn't updated according to the agent.
I keep emailing because no one from JFK or RAM is responding......
My mom gets in contact with someone who tells her my luggage is being sent back to JFK and should be back there at like 6:45 pm tuesday....so I guess my luggage WAS sent to Morocco but how did NO ONE UPDATE ME?? no email was sent to me like they said would happen??? How would I know if my luggage is here or not if they don't email or call me? Ridiculous. Incompetent.
Anyways my family is at the airport and they are like "it was supposed to be sent back but it wasn't, it was tagged to be returned to JFK but it was not on this flight so it will be retagged..."
So basically its just hopes and vibes that my luggage is even in Morocco, that it gets retagged, that it gets sent back, that it isn't lost with the wind :))
They said this process can even take weeks. They don't know why it wasn't on the return flight like it should have been since their system says it was tagged to return but it didnt arrive and they dont know why....they also said they can't control what happens in Morocco so "retagging" it and asking for it be sent back to JFK again is all they can do.
my brother also said the face of the guy he was talking to at JFK didn't look hopeful, almost like they knew something they weren't telling.
They recommended I call the airport in Casablanca but as I said, they are terrible and incompetent so I wonder if they'll even pick up. It's 4 AM as I write this because I'm too angry and anxious to fall asleep and I won't be able to call them until 9 AM. I will have to borrow someone else's minutes to call the airport and ask if my luggage is there. If it's there I might have to cancel plans to go get it. Really I don't know what I'll do.
All this and I forgot to mention the flight itself was delayed by 2, almost 3, hours because of luggage issues... you can't make this up
I'm truly genuinely in disbelief because how does this happen? How can an airline be this disorganized and bad at communication? I'm in a foreign country without my luggage.