RwandAir Reviews 

My wife flew back to Kigali on Sat. 30th May from Dar es Salaam on an economy award ticket. Aircraft was upgraded from a Dash 8 propeller to the much larger B738. Flight was preponed 40 Minutes, which was well informed 2 days before departure. Check-in in the new Terminal 3 was a breeze. She was treated with outstanding courtesy and respect. They granted her the likely best seat (row 6, 1st row behind business class). Three pieces of luggage inscribed with ease; and access to the newer Twiga lounge (3rd party lounge) was given for free - an unexpected courtesy of the airline. Onboard, seat was spacious and nice, full catering service despite just two hours in the air. A preordered seafood meal was served impeccable without reminds. Staff were courteous, expedite and spoke well all the four Rwandan main languages. Flight arrived early, all luggage arrived. A very pleasant trip where everything went well and far beyond expected.

There should be a zero star rating for this entity. They are not fit to be called an airline. I'd imagine 95% of people who buy from this airline are transiting and buy simply because of the price, the other 5% are unlucky enough to have a reason to fly to Kigali as their final stop.

From the old terminal in Kigali that looks like something out of the colonial era to their disjointed ground operations, the whole operation is a shambles.

Buying a ticket from Rwandair is a fool's paradise. You will end up spending more than the cost of a ticket from a proper airline.

RwandAir are extremely unreliable. I booked a return flight from London to Harare and they kept reshuffling and cancelling the flights. In the end I left a day late from London and got stranded in Harare. Their customer service were not available over the phone and they did not help with the extra bills.

I have been contacting Rwandair regarding a refund for a ticket and it has been over one month with no response! They accepted to refund me but I have still not received it. I even went to their head office in Bujumbura and they refused to give me my money back.
They have terrible customer service!

If I could give 0 star I would – Very Disappointing Experience

I had a very poor experience with RwandAir. My flight was delayed when travelling to Zambia, and on my return journey back to the United Kingdom my checked baggage was lost.

It has now been a whole year, and I have still never received my bag or any compensation. I reported the lost baggage immediately and followed up many times, but customer service has been extremely unresponsive. I have received little to no communication and no proper resolution.

Losing a passenger’s luggage is already stressful, but ignoring the issue for an entire year is completely unacceptable. The lack of accountability and customer care has been shocking.

Based on my experience, I would not recommend RwandAir and I am extremely disappointed with how this situation has been handled.

The bad reviews here scared me but our experience was great. My conclusion - when a trip goes well people don't leave reviews. We booked the premium seats for a low fee and it felt like a massive upgrade. Flights ran on time and all bags arrived. Professional and friendly staff, food was decent. All in all a great experience.

I travelled with Rwandair for the first time over the Easter Holiday in 2026 with my partner and her child. The flights were extraordinarily good value to go to Johannesburg via Kigali, rather than flying directly. I have to say that I was very pleasantly surprised by my experience, would recommend the airline, and would definitely use them again. The planes we flew on were modern, clean, and offered good facilities such as the entertainment system with up-to-date content. There was a good selection of special meals, such as vegetarian oriental and Jain for our family. And the staff were friendly and helpful whenever we needed them. I also have to say that the baggage allowances of two 23kg bags per person was also excellent, and really really helpful when we went to visit friends and take some of their things with us from the UK. I will definitely use RwandAir again!

they delayed my return with 4 days. i have been trying to get compensation for the extra costs i made for weeks now and the customerservice is terrible. they are obligated to pay for my expenses but they ghost.

good aircraft , friendly staff in flight , food was good , terminal very clean , and duty free good as well value in money , i found very bad review dont believe in any , very good service through out. Manzoor Dadar

They canceled my flight from Entebbe Uganda to Kigali 3 times. They then cancelled our connection flight to London.They put us in a hotel where even a cup of tea was not allowed.24 hours later they took us back to Kigali airport 4 hours before the next flight was due to leave..The original seats we booked were also cancelled and we were put into middle row seating by the toilet...The customer service was just aweful.my advice to anyone reading review. Do yourself a favour do not Fly RWANDAIR they are possibly the worst airline ever.im writing this sitting on the floor of a transit area in Kagali airport.I should have be home in London 24 hours ago.But here I am waiting on the next flight to London.The chances of my luggage being lost extremely high.DONT FLY RWANDAIR.

WE arrived at Heathrow on the 13th of March onRwandair flight WB710 our bags did not.When they finally arrived both had been opened a searched,on bag was damaged beyond repair,the other unlocked and the straps undone.Both bags had items stolen from them,a silver necklace and earings and a Panasonic camera. Rhis was reported straight away to Rwandair. We have just received a token compensation offer for the damaged case,no mention of the theft. Terrible customer service and comminication,avoid like the plague.

Honestly don’t let some of the bad reviews on here persuade you not to fly RwandAir. I flew it London to Jhb and back, and overall I had a great experience. The staff, the service, the food, the airplanes. Honestly this was better than flying British airways. Only a 2 hour layover in Kigali (making it a super short overall trip). We were delayed leaving Kigali to london on the last leg, but they made up for most of it in the air. I Genuinely think we are too critical of non-European airlines sometimes. On balance, this was a really good experience. Even the touch screens in the planes were better than the ones BA have on their flights.

WORST airline ever,this airline scammed me my hard earned money. I booked a flight but they cancelled it immediately after payment. I have been writing emails for a refund, however they keep me in a loop of back forth blaming my bank .

MY nephew recently had an unfortunate experience with RwandAir regarding a lost bag during my trip between Johannesburg and Accra

After arriving at his destination, he discovered that his luggage had not been delivered with the rest of the passengers’ bags. He immediately reported the issue at the airport and was assured that the matter would be handled promptly. However, the follow-up process is slower and less communicative than expected.

While the staff were polite and tried to assist, he found the lack of regular updates and clear communication frustrating. Losing his luggage is already stressful, and better customer support would have made a significant difference.

I hope RwandAir can improve their baggage handling and customer service experience in the future.

Abysmal and wouldn't use again
Had paid significant money for upgraded seats. Upon checking in online, seats had been moved with no communication. I emailed and got no repsonse, so then waited until I arrived at the airport.

At this point I was lied to by the check in clerk who told me it was a last minute plane change - irrelevent as the plane had both the same layout and it hadnt been l;ast minute.

To then make worse, someone else was sat in my booked seats.

Similar happened upon my return journey, where the plane was changed. Seats not honoured as the seat option not available here. But again, no communication.

This then got even worse when i requested a refund. The communication again was appalling if it even existed. It has taken over a month to get my money back. Even during this porcess I was lied to and told the refund had been processed, only to then be asked, after I had chased, what the bank details were

Would rather walk than use this airline ever again!!!!

@FlyRwandAir Bad Customer Service; Exceedingly Bad!!! #RwandAir is most certainly one of worst airlines globally. Their website is dysfunctional; they don’t answer emails; GSAs can’t help customers; they extort money from customers through 100% penalties which are undisclosed. 👎

My wife and I flew to Kenya with Rwandair, via Rwanda and Zanzibar (two stopovers) and came back via Rwanda Kigali. I read the reviews here a week before our flight and freaked out, was very anxious. However it turned out to be one of the the very best experiences, and I fly quite often. All flights were on time, staff was very kind and professional, food was abundant and very delicious honestly, so we were taken care in a great way. I am sure people had quite bad experiences as written here, but I wanted to let people know that despite the rating it is also very possible to have a great experience overall.

I had a terrible experience. Even before flying and starting our journey!!’ We booked a ticket on 15/02/2026. 2 days later Rwandair informed return flight change with three dates delays for the return ! Since then it has been a nightmare! No customer service, only ‘fait accomplit’’. They charged us the ticket ! and we cannot get, a flight back to destination on time or an alternative.. nor a refund! Avoid avoid avoid this airline ‘nn

Booked a flight then car hire, flight cancelled then next flight delayed. Have to keep rearranging car hire and plans. On return even worse 24hour delayed and did not do as they promised. Standing now for 2 hours after arriving back, sorting out transportation that I have missed. And no help at all.

I was dubious about using this airline however the staff and flight itself were great , on time , efficient and good food , would definitely use again