Términos y condiciones generales

Uso del sitio; www.royalairmaroc.com o la compra a través de este Sitio, están sujetos a las Condiciones de Uso del Sitio así como a las Condiciones Generales de Venta que recomendamos que lea cuidadosamente antes de hacer una compra en línea.

Le recordamos que el transporte aéreo de pasajeros está sujeto a las Condiciones Generales de Transporte que pueden ser consultadas en nuestro Sitio. Le recomendamos que los lea a continuación:

Términos y condiciones generales Open in a new window

Cuando se compra un billete de vuelta, las condiciones de la tarifa de la clase más restrictiva se aplican en todo el recorrido para cualquier reclamación de reembolso.

Términos y Condiciones para la entrada y salida de América del Norte

ATPCO.pdf Open in a new window

***Al comprar un boleto de los Estados Unidos, puede solicitar un reembolso dentro de las 24 horas para todas las tarifas, independientemente de su política de cancelación, con la condición de que la salida se realice más allá de los 7 días.

¿Su viaje incluye un vuelo de Qatar Airways?

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ROYAL AIR MAROC is committed to respecting your privacy and protecting your personal data

1- Data controller

"ROYAL AIR MAROC" or "RAM" refers to the Moroccan national airline company, ROYAL AIR MAROC, a public limited company with a Board of Directors, governed by Law 17-95 on Public Limited Companies, whose registered office is at Casablanca Anfa Airport, Moulay Abdellah Cherif Street, Casablanca, Morocco 20200. For further information, please visit our dedicated page on the ROYAL AIR MAROC corporate website https://www.royalairmaroc.com/corporate
ROYAL AIR MAROC is the Data Controller of your personal data. We work to facilitate the exercise of your rights and to deal with any questions or complaints you may have. To exercise your rights regarding the processing of your personal data, you can contact the Data Protection Officer or DPO in accordance with the procedures set out in section 6 "How to exercise your rights" of this Privacy Policy.

2- Protection of personal data

ROYAL AIR MAROC is committed to protecting the privacy of its customers, members of its loyalty program, prospects and visitors to its website and mobile applications, in compliance with the current regulations and in particular the Moroccan Law 09-08 and the European General Data Protection Regulation (GDPR).
ROYAL AIR MAROC collects or is able to collect personal data through various channels such as the Website, mobile applications, call center, travel agencies, airport check-in points, etc. etc.
The personal data collected may be processed for the following purposes:
• Sale of RAM Services
• Manage bookings and send your itinerary or other details related to your
• Manage your electronic payment transactions
• Interaction with you at different points of your trip
• Personalization of products and services according to your preferences and profile
• Manage special customer care (medical assistance, assistance for minors, etc.)
• Announce promotions, new services and products
• Provide access to our airport lounges
• Manage your Safar Flyer
• Conducting satisfaction surveys
• Market research and statistics
• Website Usage Metrics
• Wifi streaming on board or in areas served by the company
• Commercial prospecting
• Assistance and complaints
• Newsletters
• Collaborating with the relevant authorities within the framework of the applicable laws
• Enforcing current legal, regulatory and administrative requirements
• Prevent non-payment, management of disputes and litigation
• Fight fraud
• Flight safety and security
• Control of travel documents.

ROYAL AIR MAROC may be required to collect information of a sensitive nature with regard to the applicable laws on the protection of personal data, in order to meet specific assistance needs. This processing therefore falls under Article 9 of the GDPR.
When booking or purchasing RAM services, you authorize ROYAL AIR MAROC to collect your personal data and use it to provide the relevant service during your trip in accordance with the travel contract binding you.
For any optional service, your consent will be requested at the time the information is collected; You may withdraw your consent at any time through the Website or subsequent interactions with the Company.

3-Recipients of your data

In order to manage your bookings and payments, to carry out the necessary arrangements for your trip and to allow you to benefit from the advantages of the various services and applications provided by ROYAL AIR MAROC, including the loyalty program, your personal data collected on the ROYAL AIR MAROC website, on mobile applications or through travel agencies for the performance of your travel contract, is processed by authorized personnel of ROYAL AIR MAROC, subsidiaries of our Group, our partners (such as payment platforms, payment service provider (credit card merchant) , fraud detection solutions, handlers, etc.) or our suppliers of ancillary services you have ordered (such as hotels, car rental companies, private drivers, insurers, etc.), within the context of the execution of all or part of the services ordered or consumed from or through ROYAL AIR MAROC.
In addition, we require and ensure that our partners implement the necessary technical and organizational protection and security measures to ensure the required level of protection of your personal data.

4-Disclosure of your personal data to authorized third parties

ROYAL AIR MAROC may be required to provide personal data to authorized national or foreign public authorities (customs, immigration, police, justice, public bodies and authorities, etc.) in accordance with the transfer request submitted to Moroccan data protection authority CNDP under the number T-289/2023.
This is the case, for example, in the context of the completion of mandatory immigration formalities or in response to judicial requisitions to prevent and fight against terrorism or other serious crimes.
In accordance with the provisions of ICAO Annex 9 (Art. 3.8.1, Art.3.8.2), ROYAL AIR MAROC checks travel documents at check-in and boarding. To this end, the Company may collect a copy of the travel documents and keep them temporarily, in order to demonstrate proof of control, as required by certain destination States, while complying with the provisions required by the Laws and Regulations on the protection of personal data.
In accordance with Article L.232-7 of the French Internal Security Code, we inform you that air carriers may be required to transmit their passengers' reservation, check-in and boarding data (API/PNR) to the French administration, in accordance with the processing methods and for the purposes set out in Decree No. 2014-1095 of 26/09/2014.
The same arrangements may be required by other destination countries, and are handled according to the same process: secure transfer and regulated by the decrees and laws of each destination country.

5-Retention of your personal data

ROYAL AIR MAROC retains your personal data only for as long as necessary to fulfil the purpose for which it was collected, to meet the legal requirements to which it is subject and for as long as necessary to ensure the protection of its legitimate interests.
Thus, in accordance with Articles L.213-1, D.213-1 et seq. of the French Consumer Code, Article 211 of the Moroccan General Tax Code, Article 26 of the Moroccan Law 15-95 forming the Commercial Code and Article 22 of the Moroccan Law 9-88 relating to the accounting obligations of merchants, we are required to keep a copy of the electronically opted contract (in our case, the contract of carriage) , and the evidentiary traces of its use (invoice/payment trace, reservation, check-in, boarding, complaint, refund) for a period of 10 years after the last service has been provided.
Data not covered by these provisions is securely archived or destroyed when it is no longer necessary for the justified purpose for which it was collected or processed, within the limits of and in compliance with the applicable regulatory requirements.

6-How to exercise your rights

In accordance with Law 09-08, you have the right to access, rectify and object to the processing of your personal data for legitimate reasons. Under the European General Data Protection Regulation 2016/679 (GDPR), you also have rights to erasure/to be forgotten, restriction of processing and data portability.
You can exercise these rights by submitting a written request with acknowledgement of receipt to the following address :
DPO, ROYAL AIR MAROC Office, Casablanca Anfa Airport, Moulay Abdellah Cherif Street, Casablanca 20200, Morocco

7-Use of your data for prospecting purposes

We may contact you via email, text message and/or push notification to inform you about news, promotions and joint offers about our travel services and packages, loyalty programs and other travel-related services like travel insurance, hotel transfers and car rentals.
In accordance with the applicable regulations, our solicitations are conducted only with your prior consent to receive them or in the exercise of our legitimate interest to notify you of complementary services to your trip. Your consent is freely given and is activated by ticking the acceptance boxes provided for this purpose on this site or on other platforms made available to you; You can revoke your consent at any time, and in particular each marketing email will give you the opportunity to opt out of receiving further marketing emails from ROYAL AIR MAROC.
Some of these consents may be collected indirectly through partners that you have explicitly authorized to transfer your consents to third parties such as ROYAL AIR MAROC. At any time and free of charge, you can opt out of any solicitation by writing to the contacts mentioned in the "How to exercise your rights" section. .

8- Cookies

When you use our website or mobile applications, we collect information through cookies and other similar technologies. You can refuse cookies on the cookie banner that appears on our site, or rectify your choice at any time; By default, cookies that are not necessary for the operation of the website are disabled.
For more information, please read our cookie policy https://www.royalairmaroc.com/ma-fr/cookies

9- Hypertext links

This website contains hyperlinks to other websites that have not been developed by ROYAL AIR MAROC. The existence, on this site, of a hypertext link leading to another site does not constitute a total and permanent validation of this other site or its content. ROYAL AIR MAROC therefore assumes no responsibility for these sites, their content, advertising, products or services available on or from these sites. We therefore recommend that you always make sure that the target site meets your expectations and that your access is voluntary.
ROYAL AIR MAROC cannot be held liable for any damage caused by the use of these sites. Any complaints about third-party sites should be directed to the administrators of those sites.

10-Safety of processing

ROYAL AIR MAROC processes personal data securely by implementing appropriate technical and organizational measures to protect the processed data, including personal data, from unauthorized disclosure or access, accidental or unlawful destruction, accidental loss or alteration, as well as from any other form of unlawful processing.
ROYAL AIR MAROC complies with the Data Security Security Standard for the Payment Card Industry ("PCI DSS") promulgated by the PCI Security Standards Council ("PCI SSC") for all processing of credit card data. ROYAL AIR MAROC ensures that any third party authorized by it and involved in this credit card data processing chain complies with the PCI DSS standard.
ROYAL AIR MAROC continually reviews and updates the security measures put in place to protect the security and confidentiality of the personal data it holds.

11- Legal basis for processing

Click here to view

12-Data Protection Officer (DPO)

In order to safeguard the privacy and protection of personal data and to ensure the proper application of this policy, ROYAL AIR MAROC has appointed a Data Protection Officer (DPO) who carries out his duties for ROYAL AIR MAROC's activities.
To contact the DPO :
Write by registered mail to :
DPO, ROYAL AIR MAROC Office, Casablanca Anfa Airport, Moulay Abdellah Cherif Street, Casablanca 20200, Morocco
or by email to dpo@royalairmaroc.com

13-Amendments

ROYAL AIR MAROC reserves the right to adapt its Privacy Policy and undertakes to always publish the latest version on its website.
This version was updated on 25/07/2024.

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