RwandAir Recensioni 

We had our transfer window at Kigali when using the airport to transfer from one flight to another adjusted down from 3 hours to 1 hour for our return flight. According to Rwandair's own information on their website, this was not enough time for a transfer window. I requested a cancellation and refund of this flight and after some pushy emails from their customer support saying this was in fact fine, they eventually agreed to refund me, but said, "to avoid cancellation of the outbound flight, please wait until after this flight to again initial a cancellation". Extremely odd, but I figured it was down to poor ticket management systems and they couldn't cancel the outbound without cancelling the return (a red flag in itself).

The outbound flight was a nightmare in itself, with the onward flight from Kigali being delayed for >5 hours and close-to-riots by the customers who were left in the dark about when, if ever, they were getting their flight. The customers were getting desperate - some had medical issues that couldn't be attended to without their checked in bags that were not available - and Rwandair didn't provide any information or support. One customer almost got arrested due to the situation escalating. It was unclear if we were ever going to get a flight with communications being unclear and non-sensical (leading to lack of trust of Rwandair's information). Eventually we were able to get our flight but it was the most stressful flight we've ever had. The manager at Kigali showed no empathy. At one stage he just said, "you've never had delays on your flight before?"

I waited, as requested, until after our outbound flight, but once at our final destination I picked up the refund procedure. At this point, customer services via email was very difficult. They were slow to respond and I even couldn't send my email to them at one point because their "mailbox was full". The holiday was almost 2 months ago and I still have not recieved my refund.

Ultimately, if you value your holiday, your safety, your sanity, I would seriously ask you how much this is worth to you. If it's worth the extra money so that you can buy tickets from another airline instead of Rwandair, use the other airline. Your whole holiday hinges on the expectation that you can get there. I wouldn't trust Rwandair to provide that for you. They haven't provided us the services we paid for and I have since taken this up with the Civil Aviation Authority to try to resolve the matter.

Cancel flight 2 weeks later same think I smell some bullshit

I had lovely and timely support from all RwandAir Reservation Management team, my mum and mum inlaw's take off and arrived changed and we were unable to reach them due to WiFi connection problems. We sent emails to the team and their response was prompt, back to back. They displayed high level professionalism

Not worthy of one star given the shambles myself and friends experienced on July 25th (and friends followed the next day suffered the same fate). Whilst the service on the London to Kigali flight was very good. Everything went down hill from there. Before leaving London we were informed that the connection to Johannesburg was going to be delayed. On arrival at a disorganised airport, we were continually told the flight onwards was being put back. No reason given. Eventually it was cancelled. Originally it should have departed at 1030. There was another flight to Johannesburg scheduled for 2230, suspicious minds felt we were being delayed onto that flight. Around mid afternoon our scheduled flight was cancelled. No reason given. To cut a long and very uncomfortable story short we eventually departed for Johannesburg at 0130 next day. We received no apology and have had no response from mails sent requesting compensation. This is a very poor advert for a country wanting to boost tourism and furthermore I'm very surprised to read that Qatar own 49pc? If so ..I'll be emailing them for a response as I value Qatar, travel frequently with them and would imagine they don't wish to be associated with such a poor business.

I can only base this review on my own personal experience. I am aware of all the bad reviews and we even packed accordingly with some extra clothing and toiletries etc in our hand luggage, but everything went well. The flights were all on time with no problems. All our luggage made it there and back without getting lost. The staff were all very pleasant both at the airport and onboard the airplane. If I hadn't read the shocking reviews before using these I would have no idea. So, for our journey, I cant fault them at all. But definitely don't ignore the other reviews.

Worst airline ever, terrible customer service. Charged £220 for my second check in bag. They said second bags are charged from London to Harare but on way back you’re allowed two bags check in for free. Informed them i wasn’t aware. They would not override it and I would have missed my flight or left one bag if I didn’t have money. Will never use them again. Staff unhelpful and arrogant.

We recieved our baggage after 2 good weeks of waiting. All items rotten, spoilt and broken suitcases. Thanks very much but i want to claim compensation. You customer services personnel are unprofessional, and really they should look for industry to work in. They blocked us on all a possible communication meduims, threatening us and also commanding us to put down the review. If no solution done, we shall also contact their partner airlines to address the incompetence.

Terrible airline. Booking changed multiple times with departure times regularly changing. We booked premium economy seats, only to discover the day of online check in, our seats had been changed on departure and return to economy seats without any notification or reasoning and other people allocated to our seats when trying to change it back to the original booking plan.
Spent 2 hours on a call trying to find someone to change our seats back. Email provided kept bouncing back.

Food was average, poor quality utensils and food containers.
Plane was old and seats were dirty and ripped in some areas.
Multiple delays on return journey.

Only positive thing was the staff on board. Couldn’t fault them. Very polite and friendly and accommodating.

Unfortunately, cannot recommend this airline.

Flight cancelled at the gate last night with 20mins before departure from Heathrow to Kigali. Sent to a hotel at Heathrow and have not heard from the airline since, no communication at all. Trying to get to Johannesburg but have missed my connection which now impacts my entire trip as will miss more flights tomorrow and the start of my trip.

Absolutely no communication from this airline at all. First time flying with them. Never again

Horrible expérience- service de dédommagement nul
J'ai reçu mes valises après 5 jours dans un état complètement défectueux.
Malgré plusieurs échanges de mail et d'appels téléphoniques, je n'ai jamais été dédommagé jusqu'à ce jour. Je vous partage ci-bas leur dernier mail qui date de mars 2025 malgré plusieurs relances de ma part.
To:
MUGISHA Hervé
Cc:
Customer Relations Claims

Sun, Mar 16 at 10:10 PM

Cher Monsieur Herve,

Salutation,

Je vous remercie pour votre patience. Sachez que j’ai bien escaladé votre réclamation et j’attends actuellement les recommandations nécessaires.

Dès que je recevrai un retour, je vous en informerai immédiatement.

Merci pour votre compréhension.

Bien Cordialement,

Arrived from Nigeria through Kigali since 4 days ago, with my 3 year old, up till now, no luggages delivered
Rwandair cannot help, ASC handling keeps shoving me right and left
Eagle aviation who are supposed to handle delivery cannot be reached and DW who are supposed to deliver sent delivery message but turned around to say they don't have the luggage. Dilly-Dallying all around! I am exhausted. My son is distressed as he has nothing to wear. WORST EXPERIENCE EVER

One star its a lot from me. I travelled with 2 kids and my wife, we were separated all over the plane. My 6 years old was even allocated a sit next to emergency exit. Awfull arrangement of families. Delays from South Africa to London. Worst thing, when we got to London from Kigali all our 6 suitcases were not there. Very poor time management and communication not even apology from the airline. I wouldn't
recommend anyone to travel with them.

First of all I was spending a week in Dubai, my luggage took 3days to arrive , just imagine the trauma I went through. No one apologized, no word from the airline. I tried to complain at the baggage office n they tell me its a normal occurrence. The airhostesses are rude, especially Joshua. I will never fly rwandair again. I sent an email to the airline, no response. You fly Rwandair at your own risk

The primary issues encountered include: flight cancellation and rescheduling.

* Lack of proactive communication before the flight.
* Misinformation and contradictory statements from airline staff.
* Unable to access luggage containing critical medication for cancer treatment during unscheduled overnight stay at Limigo hotel in Kigali.
* Substandard in-flight service and treatment.We had no vegetarian meals provided despite having booked them
* Lack of information and support regarding compensation procedures

Communication Issues:
* No prior communication was received regarding any potential disruptions to the flight schedule although the airline knew the flight would be rescheduled a day before our return flight
* Despite expressing concerns about transfer time at the check-in counter and inquiring about flight status to London, we were falsely assured that the flight was on track and that all would be well. We had checked in 24 hours prior and our tickets had confirmed seat numbers.

* Airline staff repeatedly denied the existence of a flight to London, which was untrue.
* No reason was provided for the issues encountered.
* Airline staff also failed to inform us that our checked suitcases, containing essential cancer medication, would remain at the airport.

In-Flight and Post-Flight Service Issues:
* An air steward intentionally blocked access between the business and economy classes for a prolonged period, suggesting an attempt to conceal information or manage the situation in an unprofessional manner.
* One at the hotel, we were denied drinks outside of meal times and were forced to purchase them.
* We arrived at 2 am and were informed that breakfast would be served between 6-10 am. However, we were woken up at 8:30 am for breakfast, disrupting our rest.
* Special meals requested prior to boarding were not provided despite being confirmed as "on the system".
* Communication regarding the minibus transfer was poor, including changes in meeting times without notice. We learnt from another passenger that the transfer back to the airport had been moved to 7 pm instead of 8 pm.
* Upon arrival, there was no airline representative present to apologise or explain the next steps, exacerbating an already stressful situation.
* These disruptions caused us to miss an important work commitment and a wedding event . These tickets were specifically purchased at an increased cost for these dates to ensure attendance.
* The denied access of luggage, especially the cancer medication, caused significant distress and potential health risks, in addition to the need to purchase essential items while awaiting luggage recovery.

We booked a return flight from Heathrow to Dar stopping at Kigali. I then read the reviews on here, so we split clothing, medication and toiletries across our checked luggage and hand luggage fearing the worst. But everything was perfect. Good service, good food, and no missed luggage. The aircraft was clean and look reasonably new. The only thing they did was move our flight back an hour, but not a problem as we had a 5 hour layover anyway. We were given a weeks notice for this.

Travelled from London to Kigali then Harare,oh God it was my worst experience , 1) the food was not nice and was limited on water ,imagine water .They said it was finished but then later saw them giving a white person a full bottle.I tried explaining how much I needed it because of the headache I had but they didn't do anything about it.2) They forced passengers to give them blankets an hour if not more before landing without even considering how cold it was in the plane, I was left so cold and vulnerable.
3) My bag was searched and all my perfumes were stolen, I complained and they refused to compensate.
It's the worst flight experience I have ever had and will never travel with them again.
I do not recommend Rwandair it's the worst

We arrived in the airport 4 hours before our flight Johannesburg to Heathrow, but only managed to check in at the time the flight was boarding due to the ineptitude of the airline. Firstly, the gate number was not displayed on the screens - this was the only flight this happened for. By the time we found the desk, there was a queue, but it was barely moving, despite 4 desks for the airline in operation. After two hours, as we got nearer to the gate, we saw that passengers were being instructed to remove and replace their baggage from the conveyor belt several times, with the majority being sent away to repack their bags. We had checked the weight of our bags as well as we could using a home weighing scales, but when we got to the check- in counter we were told that 2 of our bags were 2kg overweight, so we were told we were not permitted to check in unless we paid a fine. We pointed out that our other bags were very underweight (by 8kg and 10kg), but the staff member on the desk said each item was considered individually. While I felt this was unnecessary, what annoyed me was the fact that staff member was so rude. She did not greet us or even make eye contact at all throughout the transaction. She was very unfriendly in her tone and manner. We went to reorganise our bags, but found the only weighing scales provided by Rwandair was broken. We had sealed our bags with cable ties, and the staff said they could not help up to open them. Eventually we reorganised our bags and had to return to the same rude staff member to check in (the same bags with the same overall weight) and again she refused to make eye contact, actually looking away from us when she did speak, so it was very difficult to hear her. Eventually I pointed out that her attitude was disappointing, given what excellent customer service we had received throughout South Africa during our holiday, but when we collected our bags, the last bag we had checked in had had the cable tie removed and items near the top stolen from it. I can't help but feel that was more than a coincidence!
Passengers on the flight were only permitted to board from the font, causing the process to take a long time, but was then an hour late leaving as they could not disconnect the stairs from the plane! We disembarked at Kigali for a stopover using both front and back steps, but when we returned to the same plane, we were not permitted to use the back steps, which were still connected. It's like they went out of their way to be poorly organised and incompetent. I will not be flying with them again.

I do not recommend Rwanda Airways ever. It's been my worst experience.
Travelled with them and l regret.
Am already at my destination and it's been 5days and l still don't have my luggages and no communication (am in a foreign country)
They don't even answer phonecalls and to make it worst for layovers they will delay you indefinitely for more than 12hrs.
Food on flight was terrible and the aircrafts old and dirty.
Board at your own risk 😢

Terrible wait for 4. 5 hours. Rude staff would push through people.haf no patience just was not the dream of africa

Very silly airline. Please don't ever use this airline. They deliberately delayed my husband and son at the check-in counter only to later tell them to go and reschedule their flight saying check in has closed. They were there and the staff told them to hold on. Very bad experience that I won't forget in a hurry and would never fly them ever again.