Written by root. Posted in INSIDE RB


Published on September 05, 2019 with No Comments

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.


Royal Brunei Airlines launched a company-wide 4-star campaign in early 2018 to raise awareness, drive momentum, support and motivation in its staff, as well as made a range of products and services enhancements to achieve the rating. Here are some of these initiatives.

Enhanced Royal Brunei Airport Services
Royal Brunei Airlines business guests now enjoy services such as premium lane at our counters, fast-track security screening services and fast-track airport immigration as well as dedicated special assistance check-in lane for guests in need. Business class guests also have access to online reading portal, PressReader, allowing them access to thousands of the world’s most popular titles during their flight. Other enhancement also extends to various destinations in Royal Brunei Airlines’s network such as improved lounge services, enhanced check-in process and improved boarding signage.

Enhanced Onboard Cabin Products and Services
New amenities and improved standards were introduced to the overall service, including turndown flatbed service for long-haul flights on B787 Dreamliner, a new signature business class boarding drink, linen tray tableclothes on A320 business class services, new headsets for business and economy class, increased entertainment content for in-flight entertainment, introduction of meal service recovery tags and economy class meal menu with dual language translation. Additionally, meal options for both classes were improved for more variety and continuously revised to ensure consistency.

Enhanced Royal Brunei Airlines Website (www.flyrb.com)
Our website now provides multi-language options – English, Chinese, Korean and Japanese. This year, we plan to include Malay, Thai and Vietnamese. The website also improved sector display for flight date and price view, cabin class information, and provided updated airport information network wide.

The 4-Star Airline Rating recognises improvements that the airline has introduced over the last two years, both in terms of product change and development and enhancement of the frontline staff service. New aircraft and cabin products have played an important part in the quality improvement process. Royal Brunei Airlines has been certified with the coveted Skytrax 4-Star Airline rating, joining a select group of elite airlines in this prestigious category. This 4-Star Airline rating is a mark of quality distinction that recognises excellent standards of Product and Staff service across different assessment categories for both the Onboard and Airport environment.” – Edward Plaisted, Skytrax Chief Executive Officer

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