RwandAir Reviews 

I had one of the worst travel experiences of my life with RwandAir, and I feel compelled to warn others.
On flight WB711, I left my phone in the back pocket of the seat. I realised almost immediately as I was about to enter the airport at Kigali, and tried to go back to retrieve it — but I was denied re-entry. I then spoke to numerous RwandAir staff and supervisors who promised to look for the phone. I even showed them the live location of the phone, still on the plane, using my husband’s device. Despite this, they did nothing.
Over the past three weeks, I’ve followed up multiple times, spoken to supervisors in person at Kigali airport, and emailed every address I was given — not a single person has replied. I chased this up again in person during my return flight, armed with every detail they needed, and I was once again met with complete incompetence.
Worse still, at Kigali, there's only one RwandAir rep to deal with all customer queries — who clearly has no authority or understanding of how to handle anything. They repeatedly claim they’ll call a “supervisor,” but the person who shows up is never one, and the process resets. Just today, around 20 passengers including myself were made to wait endlessly for unresolved issues, left confused and stranded.
My phone is now gone — likely stolen by someone on the aircraft — and RwandAir has made no effort to investigate, recover, or even acknowledge the matter.
Avoid RwandAir. Their systems are broken, their staff are not equipped to help, and their customer service is simply non-existent. I wouldn’t recommend them to anyone, especially if you value your time, belongings, or sanity.

All of our flights (4) got canceled or delayed. Rwandair didn't communicate at all. It's the worst airplainexperience we've ever had. We never fly again with Rwandair!

The few times I have unfortunately had to use this airline has resulted in every flight either cancelled or delayed. Avoid this airline at all costs!!

Aircraft change to an inferior product, delay on the way home of 26+ hours, left stranded. Same story as most of the other reviews really. Trying to get the money back that I spent is almost impossible, Rwandair customer service just ignoring me, I have called and sent hundreds of e-mails but just not replying. Service on board was okay on the way out, very good on the way back to London but this airline doesn't deserve to operate the way they are currently performing. Avoid at all and every cost - literally, I promise it is not worth whatever money you save. I would rather walk than travel with them again.

I arrived at Murtala Muhammed Intl Airport Nigeria 5 mins late to the close of check in and the staff refused to check me in saying I am late even when the counter was still open checking in people who have crossed the barricade. Unforseen Circumstances can cause a delay which should be considered especially for people who r few minutes late but this airline refused even when I told them I am traveling to London from Kigali. The next day flight had no flights moving from Nigeria to Kigali and finally London, only from Nigeria to doha and to London which was estimated for 39 hours. I pleaded, knelt down, begged and begged but they refused to check me in. This is pure wickedness from the staff and the entire Rwandair air. This will be my last time myself and my entire family will use Rwandair air. Human empathy is completely zero. Do better.

I was supposed to travel on the 26th of July 2025 I came late by just 5mins pass checking in time,the attendants were still there checking in still they were that wicked not to check my bags in despite the flight had a delay of 30mins,I so much pleaded still those people in Lagos Murtala Mohammed airport Nigeria were determined I miss that flight and few others that were late even when I screamed I was going to London it’s a connecting flight,when I checked after everything there was no flight to London the next day from Kigali it was only a flight going to Qater which the total trip including waiting time was 39hrs and this people were that wicked for just 5mins lateness even when they were still all there checking in people and they were so rude terrible rude

I have entered other airlines as long as the counter has not closed and people are still checking in and your on the queue you will be checked in.

This is such a useless airline even when I traveled from London to Nigeria on the 10th of July the food was so terrible, we had not even arrived Kigali when they started taking off our blankets from us probably to rewash for the next flight, and going to Nigeria from Kigali we had no blanket according to them because it’s a day flight( this was a flight of 5hrs) and we were left with the cold from the air condition

it was my first time and it’s gonna be my last and also to my friends

In everything you do make sure you don’t fly Rwandair
Fly from Kigali to Heathrow and 3 out of my 4 bags were missing. The customer service at the airport was awful. You know I could leave a bad review but you can’t shame the shameless. The airline is shameless apparently that’s a normal practice for them to delay people’s luggage pass 24 hours after they arrivals
No responsibility for damage goods no urgency in their code of duties. Will be taking legal actions against them.

Flight time today moved 4 times. Sat at gate for latest boarding time given. No rwandair staff are here, no information as to whether it’s going or not not. They’re already terrible but steadily getting worse. Flight will leave “just now” is the attitude of this airline

I had two 24-hour layovers — one each way — with no clear communication, no hotel voucher, no empathy.

They acknowledged fault when I emailed. Said they’d resolve it.
Then nothing.
Ghosted across email and WhatsApp. Managers who were once polite stopped responding altogether.

You don’t forget a delay like that. You remember who ignored you after.

I’ve documented everything.
Your silence has a cost.

I was delayed over 13 hours on a RwandAir flight — no proper notice, no care taken, no where to rest. I reached out directly and was told I'd be compensated.

They responded once… then vanished.
Emails ignored. WhatsApp managers clearly instructed to go silent.

Not a slip-up. A tactic.
You don’t ghost someone who’s calm and patient unless silence is your system.

I’ve got the receipts.
Time-stamped. Cross-platform.
You’ve got 24 hours before I escalate this to platforms you do monitor.
— SJ

I appreciate RwandAir acknowledging my complaint about the vegan meal I requested on my recent flight from Johannesburg to London. Even though my special meal request was confirmed, I was served meals containing dairy on both parts of my return journey which made me feel unwell.

They responded quickly at first and said they escalated the issue to the right teams but I have not heard back or received a solution after more than a month. This delay is really disappointing and has affected my overall experience.

I hope the airline improves how they handle special meal requests and communicates better with passengers in the future.

Would never fly them again. Delayed with no refund and no lounge access.

The service was terrible, the staff lacks empathy and basic hostess/stewart etiquette. The flight was delayed over and over again for more than 2 hours. The planes seem like they date back to the early 2000s with out of date in flight entertainment and a major lack of cleanliness and amenities in the bathrooms (no toilet paper, bin was full when the journey didn't even start yet, not soap, etc)

Don't do it. This airline should go out of business because they change flights at the last minute, delays, cancellations, poor service, poor communication, terrible food.

Worst flight experience of my life. They're cheap for a reason and I'll never fly with them again. They should not be in business or they should market themselves as an extreme budget airline.

Their delays of 3 & 3.5 hours cost me $3,000 to reschedule international flights.
In a word, they suck.
You have been warned.

Nearly a year later and I’m still waiting for a refund on our premium economy seats that they refused to let us sit in.
Many others on the same flight were affected by these, including passengers with injuries who had paid for extra legroom and young parents.
Customer service is non existent.

I am writing to express my absolute disgust with RwandAir’s shocking lack of reliability and customer service. My flight from London to Lagos in May was cancelled twice without notice and without any immediate offer of a suitable alternative airline/return flight, causing immense stress, financial loss, and complete disruption to my travel plans.
Despite booking and paying for my ticket well in advance, RwandAir failed to provide any reasonable explanation or timely alternatives for the twice cancelled London to Lagos flight. Each cancellation came with a vague excuse of operational reasons and no proactive effort to rebook passengers efficiently. The lack of communication was staggering, a single email advising cancellations, no proper notifications, just last-minute chaos as I tried to get an alternative flight on my own to be in Lagos before a crucial date for a family event.
To make matters worse, my attempts to seek resolution through their customer service were met with total indifference. I sent multiple emails, reached out on the phone, got my legal counsel to write to them, only to be completely ignored with no concern for the inconvenience caused.
RwandAir’s complete disregard for passengers is unacceptable. If you value your time, money, or peace of mind, avoid this airline at all costs. Their inability to operate a reliable schedule or provide basic customer care is a disgrace to the aviation industry.
I demand a full refund of the cost of my alternative ticket, coach fare and full compensation under part 19 of the Nigeria Civil Aviation Regulations and section 262/2004 under the UK and EU passenger rights legislation for this ordeal; though given their track record, I doubt they’ll even bother to respond. Never flying with them again.
Avoid RwandAir – they simply don’t care about their customers.

Horrible airline.
Please don't fly with rwandair.
If you need trouble go for it.
They change flights in short notice and no refund at all. Terrible customer service.

This was honestly one of the worst airline experiences I’ve had. The service was poor, the staff were not friendly.

What made it worse is that this is now the second time RwandAir has failed to deliver my luggage on time. I flew on Saturday, and it’s been over 6 days with no update on my baggage. The lack of communication and follow-up is incredibly frustrating and unprofessional.

I do not recommend using RwandAir if you have important plans or events (reliability and customer service are simply not there).

Constant cancellations with no refunds . Extremely poor service. Fly another airline