Review Time
Worst airline experience ( I have been full time travelling for 10 years ). They canceled my flight then when I rescheduled it they canceled it again and denied me boarding. I filed an official complaint waiting for compensation. Wish I could give them 0 stars
Very Poor Experience with Salam Air – Unclear Baggage Rules & Bad Customer Service
I travelled with Salam Air on 7th November from Muscat International Airport to Calicut International Airport. I have flown many times on this route with IndiGo, Air India Express, and Oman Air, and all of those experiences were smooth.
Unfortunately, Salam Air was the worst airline experience I have had.Since I was returning after resigning from my job, my company booked 10 kg extra “priority baggage” for me (paid service). My total allowance was clearly confirmed as 40 kg check-in (2 bags) + 5 kg cabin.
There was no information anywhere — not on the ticket, not on the Salam Air website — about priority baggage size restrictions. To be safe, I even called Salam Air customer care before travelling, and they also did not mention any size limitation. They only confirmed the weight allowance.
At the airport, I was suddenly told that my 10 kg priority baggage was not allowed because my trolley was medium size, and they only accept cabin-size bags. This rule was never communicated anywhere earlier. When I pointed this out, they took no responsibility.
Since I had already paid for the 10 kg priority baggage, I requested them to convert it into normal checked baggage. For that, they demanded an additional 75 OMR, which is completely unreasonable for a mistake caused by their own lack of information.
I was already late for check-in, and the staff kept pressuring me, saying I would miss my flight if I didn’t pay immediately. They were not helpful, not empathetic, and not customer-friendly at all.
As a last option, I decided to send the bag via cargo. My friend agreed to come and collect it within an hour, but Salam Air refused to keep the bag near their help desk even temporarily. They told me to use Seal & Go, which cost me 5.5 OMR, just to store my own bag.
Because of Salam Air’s mistake and poor handling, I ended up spending around 30 OMR extra (Seal & Go, cargo charges, taxi to collect the bag later).
I emailed Salam Air on 16th November explaining everything.
After weeks of follow-ups, they finally replied after two weeks. They refused to reimburse Seal & Go and taxi charges without proper explanation and agreed to refund only 17 OMR for cargo, asking for my bank details on 4th December.
Even after that, there was no response for weeks. Every time I followed up, they replied with the same message: “It is under process.”
No clear timeline, no apology, no concern.
After almost three months, on 4th February, I finally received only the 17 OMR. The rest was never paid.
What disappointed me the most was:
• No clear baggage rules shared in advance
• Staff behavior at the airport was rigid and unsupportive
• Very poor communication and extremely slow refund process
• No apology, no accountability, no care for customers
•
Salam Air treats customers very poorly, especially when issues happen because of their own lack of transparency. I wasted money, time, and mental peace just following up with them.
I would not recommend Salam Air, especially if you have extra baggage or are travelling during important personal situations. There are much better airlines that respect passengers and handle problems professionally.
Salam Air is the worst airline I have experienced so far. I recently traveled with them (Muscat-Mumbai-Muscat) and had a very unpleasant experience.
To begin with, at Muscat Airport there is only a single queue for all international destinations (India, Pakistan, Bangladesh etc...), which leads to unnecessary congestion and long waiting times. It took me 1 hour and 45 minutes to reach the boarding counter. The oman airport ground staff were also not courteous.
Additionally, if you have not completed web check-in, they charge OMR 3 for check-in at the counter.
Inside the aircraft, I was shocked by the condition of the lavatory—it was unhygienic, extremely cramped, and uncomfortable to use. The wash basin was leaking, and there was a foul smell throughout.
When it comes to onboard service, even basic courtesy is missing. Unlike IndiGo, which provides a complimentary glass of water, SalamAir charges 500 baiza for a 500 ml bottle of water.
Baggage policy is another drawback—while IndiGo allows 7 kg cabin and 30 kg check-in baggage, SalamAir is very strict and charges OMR 5 per extra kilogram, payable only at the counter.
Unless you have no other option, I would not recommend booking SalamAir for travel. Better to pay little more to other airlines and travel conveniently.. Salam Air is not that cheaper and has hidden charges thereby asking money for everything
This has been the worst airline experience I’ve encountered. They offer a Priority Baggage option for an extra fee, yet do not provide any baggage size specifications anywhere — not on the ticket, their website, or during the booking process. Upon arrival at the airport, they suddenly claim my bag does not meet their criteria and refuse to accept it as checked luggage. They also do not facilitate proper conversions, forcing passengers to pay additional fees at the counter. In my situation, I had a total of 40 kg of baggage (30 kg + 10 kg priority), all on the same flight. Despite this, I was compelled to pay an extra 75 OMR just to bring my luggage. To make matters worse, the refund process is a nightmare. I submitted a complaint and followed up via email for over two months. The airline confirmed over a month ago that I would be reimbursed, but to this day, no refund has been processed. This airline is not transparent, has deceptive baggage policies, and offers extremely poor customer service. I would strongly recommend that travelers steer clear of this airline unless they want unnecessary stress, hidden fees, and endless follow-ups for refunds.
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SalamAir is a low-cost airline from Oman headquartered and based at Muscat International Airport.
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