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.
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SalamAir is a low-cost airline from Oman headquartered and based at Muscat International Airport.
