RwandAir Reviews 

As much as it’s lower cost and great leg room and wide seats. Rwanda Air are very unpredictable.

They changed my return date by 26 hrs and made a significant change to my whole journey plans that are impacting on my health as lm physically disabled and my medical appointments.

I wrote to them couple of times complaining and asking for compensation to cover x2 accommodation, food, care, drinks etc and it went onto deaf ears.

They do not respond and they don’t care about how their changes affect passengers. I argue passengers to think twice before they book RwandaAir. If you have business plans that are well calculated and with definite dates, please do not fly Rwandair. I’m very impacted and all my medical dates and other important appointments have been affected. I'm in a lot of distress and very disappointed.
The date lm affected is the 15th of May and lm now pushed further by 26.5 hours. Them control your booked and paid up dates, its now them controlling when l should fly back home, something that affects my whole itinerary and the longer l stay in a visited country lm likely to pay more money for the visa.
I'm quite disappointed.
Please do not FLY RWANDAIR!

Je tiens à dire merci à tout le groupe et spécialement à Fiona FURAHA et Franck pour un excellent service pendant mon vol.
You are all the hospitality industry needs.
Dieu vous bénisse.

Worst airline my flight was delayed and lack of communication and very incompetent staff. I incurred expenses as a result of delayed flight and they refused to refund me. I will advise people not to travel with RwandAir.

The most useless airline that i have ever flown. They cancelled my flight three hours before departure. No hotel accommodation was given, no info about the next available flight. Had to go back to their headquarters today and I met a very TERRIBLE INCOMPETENT supervisor who refuses to let me talk to the manager or someone with a higher authority than him. Imagine him telling me that they are protecting me by conditioning me to wait till tomorrow and fly 18 hours or wait till Monday evening and do 15 hours back to Brussel, when other flights like KLM, Brussels Air, Turkish Air are available today. My advice to anyone, please refrain from taking Rwandair because the customers rights are not guaranteed or in any way respected. Am still stranded in Kigali. Not sure when to depart.

Terrible airlines & no consideration for customer satisfaction. Flight from London was delayed , connecting flight in Kigali was delayed , on arrival in Cape Town all our luggage was in Kigali & had to go back the following day to collect. When i decided because of this experience i want to cancel the return flight in 3 weeks time & was told the refund amount is R500.00 of a R21 000.00 ticket. We will never use Rwandair ever again & make sure we publicize the bad experience.

Very unprofessional airline and unreliable airline. I spent 24hrs in Kigali without prior notice, now they've suddenly changed my London flight itinerary without notice, because of this am about to miss once a in a lifetime opportunity to attend my graduation ceremony in London.

Our flight was cancelled when we were sitting on the aircraft. We were sent to a local hotel and promised food and drink. The hotel were not aware and not ready for us. The restaurant was closed. We eventually got our room keys at 1 in the morning then had to walk 15 minutes to the local McDonalds to get something to eat. RwandAir are not responding to my compensation claims under the relevant law. When we eventually got on the flight the next day I couldn't fault the service but will never use them again if this compensation claim is not resolved.

DO NOT BOOK WITH THIS AIRLINE - believe me you will regret it after you experience delays, lost luggage, diversion to hotels after missing connecting flights due to delays, poor communication, rude staff, lack of understanding how to manage dissatisfied customers and compensating them appropriately for inconvenience….. they just don’t get it and this will be their down fall.

Lost luggage no help from the airline I booked a flight from London to Entebbe with a Chang over in Rwanda but luggage was lost and no help from the airline I wouldn't recommend this airline I would personally pay the extra and go with a different airline.. customer service and support is shocking

I was scheduled to return to London, UK from Douala, Cameroon on January 05 at 1700 via Rwandair. I was flying with my wife and two young children (1 and 2 years old). We arrived at 1500 at Douala airport only to be told that the flight had been rescheduled for an earlier time and had already left. The flight was changed and no effort whatsoever was made to inform me. The staff acknowledge that we were not informed of the schedule update and apologised for the situation.

We were then informed that the next available Rwandair flight to London was at 1700 on January 07. When we asked the Rwandair staff about flights leaving on 05 January via other airlines, we were initially told there were no other flights leaving on any airlines on 05 January - they were all fully booked.

After speaking to Brussels airlines directly I was able to confirm that there was a flight leaving on 05 January at 2000. However, the only seats available were in business class. When this information was put to the Rwandair representative, he confirmed that there were indeed flights available with other airlines on the 05 January at higher fare classes (i.e. Business class).

As my family missed our flight as a result of Rwandair oversight, I informed the representative that it was Rwandair's responsibility to rectify the situation. Even if this meant my family being upgraded to business class on the 2000 Brussels airline flight.

However, the Rwandair representative was unwilling to take this course of action. They stated that they needed approval from senior management to book a a flight on another airline with a higher fare. The staff stated that as it was 1600 on a Friday, the senior management were not reachable. After lengthy discussions, they agreed to email senior management and seek approval. However, they refused to call senior management.

I therefore contacted different representatives of Rwandair myself (using contact details online) to seek senior management approval. I was eventually able to speak to who I was told was the country manager. The country manager was not surprised this situation had occurred and rather than trying to rectify the situation, simply stated that the "local (Douala airport) Rwandair representatives know how to handle the situation". At the time of writing this message (2200 Jan 05) I have still not being contacted by other senior managers at Rwandair to whom I reached out.

For Rwandair to refuse to rectify a situation in a convenient manner, and instead force my wife and two small children to wait two days for a new flight is beyond appalling. By flying on 07 Jan instead of 05 Jan, we will not arrive in London until the morning of January 08. This means neither my wife nor I will be able to go to work and my children will not be able to attend nursery.

I await to see how Rwandair will rectify the situation and await them to contact me.

Paris-Kigali 31 Dec 2023. Nightflight, on a large A330-200. In Paris, transited between two distant laying terminals took more than 1 hour, despite luggage was already inscribed. Got access to a newer “extime lounge” in Terminal 1: This is a large, pleasurable, exotic lounge with outdoor areas and delicious buffets with well-prepared, tasty, exotic food dishes. At times, these 3rd party lounges surprises positively. Flight on time, not much seat choice possible as the flight was stuffed and quite cramped: New Year was knocking on the door. Onboard, I was well pampered, drinks flowing well, and food were plenty; two hot meals was served on this 8+ hours long flight. I had preordered seafoodmeal which was not only accommodated, but also tasty, filling, and well-prepared. Other dishes looked also nice. IFE worked OK (small, individual screens), earplugs, pillow, and blanket given. Managed to sleep 1-2 hours. Flight on time. Disembarkation and immigration in Kigali very quick and easy. Luggage arrived as expected although it had been soaked by water on the way. Cheap, promotional ticket, excellent value for money. Miles given. Never had serious issues with this airline after 20 flights. Will I fly again? How can I refuse!

Avoid this airline by all means and all costs, they just take your money once they are done with the transaction just pray you get proper services. Never book if you need to get to a place in time, book if you are not in a rush to get to any place cause they will cancel and delay on you like no man's business. My advice would be just save up money get into Emirates and enjoy the flight and services. Don't keep important things in the buggage it always gets lost and they never respond to emails or anything in general. i regret using it. Look the other way of airlines if you want to travel safe and stress free.

Rwandair is a brilliant Airline and I enjoyed my flight to Rwanda, but it ended badly at the Airport with security stealing my item. I made a complaint to customer service whom ignored my email and then had to go through resolver to get someone attention.
It’s been weeks now and despite asking for an update I have been ignored and out of principle. I will continue my protest.
My item was stolen from me by Airport security and I will take this matter as far as I can before it happens to anyone else.
Complaint letter:

Dear Sir / Madam,

I am writing to you to raise an issue about: Airline

The issue that I have experienced was: Dear Sir/Madam,

I am writing to express my deep concern and frustration regarding an incident that occurred during my recent trip with RwandAir. I traveled to Rwanda on November 2nd from the United Kingdom, and I returned home on the 6th November 2023. While I generally had a positive experience during my journey, there was one particular issue that has left me profoundly dissatisfied.

On my way to Rwanda, I had a carry-on bag and a case, both of which contained my personal belongings, including a leather skipping rope. I use this skipping rope as a crucial part of my daily exercise routine to help manage my high blood pressure, and it has never caused any issues during my previous travels.

However, upon my return journey, when my carry-on bag and case went through the scanner at [RwandAir Airport], I was taken aback when your officer confiscated my leather jump rope. I immediately explained to the officer that I had successfully brought the same jump rope from the UK without any problems on my outbound journey. Despite this, I was informed that the jump rope was not allowed, and I was not permitted to take it with me.

I would like to emphasize the importance of this skipping rope for my health and well-being. It plays a vital role in helping me manage my high blood pressure, and I have a genuine medical need for it. The situation has left me baffled, as I believe that a well-used and personal exercise tool poses no threat to security. I must highlight that I am a trained martial arts expert and that I can potentially cause more harm with my hands or even a common pen than with a skipping rope used for medical reasons.

I understand that airport security regulations are in place for the safety and security of all passengers. However, I sincerely believe that this particular incident needs further consideration, as the jump rope has no potential to be used as a weapon or a threat, especially when compared to many other common objects carried by passengers daily.

I kindly request that RwandAir conducts a review of this matter and provides clarification on its policies regarding the transportation of such items, especially when passengers can demonstrate a genuine medical need. Furthermore, I kindly ask for the return of my leather jump rope or appropriate compensation for the inconvenience this incident has caused me.

I sincerely hope that this incident does not overshadow the overall positive experience I had with RwandAir during my enjoyable trip to the beautiful country of Rwanda. I trust that we can find an amicable solution to this matter that addresses both security concerns and my medical requirements.

I look forward to your prompt response and resolution of this issue.

Resolver reference: RES10714374
Contact- Amalie NAHIMANA
RwandAir Reservations Management.

First time flying with them Paris to Kigali to entebba and back it was good food also was good!! Their was a delay of 2 hours on way back from Entebba to Kigali which was concerned about cause was catching Paris flight from there and once arrived in Kigali were told to board another bus if for Paris and made it on time.

Worst ever!!!! My luggage delayed for over 48hrs from Kigali to Dubai. Had damages and all food stuff spoilt. No response from several mails sent nor help from the customer service.
TERRIBLE never recommend.

Hey everyone, just wanted some suggestions on
what to do in this situation. Having an issue with a
flight I booked in July, it was supposed to be one of
those trip of a life time things. Booked it through an
agency called gotogate ( the worst agency on earth
that's another story).
Had an issue with my connecting flight on my way to
New York to catch this flight with this airline. Called
the agency two days prior to inform them, they
assured me that everything would be fine and if I did
end up not making it to dulles in-time to catch my
flight since I had bought a new ticket with jetblue to
get to jfk the some how to dulles even if I had to drive
Called this agency 7 times long distance cost me
$467 in phone charges I recently found out by the
way.
The agent assured me that all I had to do was call
them once I did miss the flight and they would
reschedule me even if I had to pat a little difference. I
didn't make the flight and called them an hour prior to
it leaving because I was still traveling, the agent that
answered said to go to the the ticket counter of this
airline and let them know and that they would also
contact them to see if I could take a different flight
from jfk, going to the same destination an hour later.
This airline said no, even if I paid a little bit more and
used my current unused ticket as well.
Went back and forth on the phone and the story
change to I was a no show. I had documented all my
calls and always asked who I was speaking to e.t.c
The manager said the information that I was given by
her subordinates was incorrect and that I WAS A NO
SHOW, SO I LOSE MY TICKET.
I WAS GIVEN THE EMAIL FOR THE AIRLINES
HEADOFFICE, because by now I was upset snd the
phone number for the airline somehow was now
being answered. (I have a screenshot as proof of
calling and how many times I called). Someone finally
responded by email, lots of back and forth. And one
phone call to me ( they asked for my number) so it's
intentional not being able to reach them is my opinion.
They gave me the run around and have been going back and forth with them for three months now.
They suddenly changed their response to I was a no show, and I had documented all my calls and always asked who I was speaking to e.t.c.
The manager said the information that I was given by
her subordinates was incorrect and that I WAS A NO
SHOW, SO I LOSE MY TICKET.
I WAS GIVEN THE EMAIL FOR THE AIRLINES
HEADOFFICE, because by now I was upset snd the
phone number for the airline somehow was now
being answered. (1 have a screenshot as proof of
calling and how many times I called). Someone finally
responded by email, lots of back and forth. And one
phone call to me (they asked for my number) so it's
intentional not being able to reach them is my
conclusion.
The airline Rwandan Air code shared the flight with
gatar airlines and Rwandan airlines said the agency
that represents them has to file for a refund, so I had
to contact the agency
The agency gotogate has been very rude and
unpleasant ( just check out their reviews online, how
they represent any airline or stay in business is mind
boggling).
They said I had to contact Rwandan airlines.
Do back and forth, wasting my time
In one of the emails I got from the airline, the person
sent me the flight information of every single
passenger on the flight, their phone numbers,
confirmation numbers e.t.c.
What would you do, is that not a violation of some
type of privacy law
Does anyone know.
Thanks in advance and sorry for the long text
Everyone.

Arrived on time for a connection flight. At 0015 the plane was displayed as departed when it was scheduled for 0010. Very bad operations. Never again will I book this airline or recommend to anybody else to book. I could rate them zero

If you think Of flying with them, please run away. They are damn, stupid and annoying. Don’t fly fu*king Rwanda Air especially from Kigali International Airpot. They are the true definition of a cu*nt. fark Rwanda Air and Fark Kigali International Airport.

AVOID AT ALL COST!!! you buy cheap and they surely deliver cheap.
Had a flight from Nairobi to London with a stop over connecting flight Rwanda. Arrived at Nairobi for our 6pm flight, checked in and was then informed at the gate that the flight has been delayed by 2 hours. Fine that happens and we accepted that. 8pm we get told the flight has been cancelled!!! At 9pm we were still waiting. No updates from the airline staff. No food or drink provided while we waited. We had to kick off to get some drinks and food. The delay caused us to miss our connecting flight from Kigali. Rwandair finally said we will take you to Kigali and have to stay in a hotel overnight and we MAY get the next flight out. We were flown to Kigali at 1:30am and provided with a hotel for the night. All this time uncertainty about when we will be flying home. We stayed In Kigali for 18hours before we were told that the flight is leaving at midnight and we will be on that flight. All this time the communication from Rwandair was shocking. No rep, no information emailed, texted. We chased to get information.
Overall the experience was horrendous and I will never recommend or fly with them again. In flight experience is another shocking example of poor customer service. Pay a little more if you have too but avoid this airline.
Also talking to other passengers, our experience was not a one off… seems like this was a very regular occurrence for the airline. Avoid Avoid at all cost.

If there were zero stars this fits. Rwandair has messed my flight not once but twice. I am now stuck with my children in between flights and without a flight. Completely unacceptable!!! Here is a tip, the next time this airline tells u their plane is changing and over booked yet u have a ticket, do NOT accept a connecting flight. Only accept an alternative direct flight to your destination to avoid this same problem I am in.