RwandAir Arvostelua 

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

Travelled with this airline for the first time from Johannesburg to London, no delays, my trip from Johannesburg to Kigali was made better by friendly staff, very attentive,a crew by the name Fortune was very friendly ,polite and attentive, however from Kigali to London, the crew were mostly ladies who were not soo attentive,a bit of an attitude , it was like they didn’t wanna be there at all, another guy , I couldn’t get his name coz he was serving the business class was the only one who attended to me,
Overally, it was ok I was kinda impressed since it was my first time

Une grosse arnaque, ne prenez jamais cette compagnie ils vont font payer des suppléments pour tout et rien alors qu’on est dans les règles, en tout avec eux nous avons perdus plus de 900€ par personne sans compter le prix des billets, c’est une vraie honte

Une grosse arnaque du début à la fin !
On a pris un vol aller-retour Paris vers Nairobi, l’enregistrement à l’aller n’a pas pu se faire car personne n’était présent au comptoir (nous y étions 1h30 avant), et le vol retour nous a donc été supprimé car nous avons manqué l’aller.
Ils nous font repayer les places sur le MÊME vol, pour se faire de l’argent.
500€ de billets pour 2 personnes en plus.

My flight was supposed to be at 9:30pm and it extended to 11:10pm as a result the flight from Kagali left without us and this was just beginning of our nightmare. We were taken to the hotel at 2pm Rwanda time, to wait for 22:30pm flight and the next morning, this was cancelled too and we were told that our flight will be at 9am. From the 24th to 26th of January 2026 were stranded in Rwanda and unsure of when our flight will be. No email to inform us but only reception informing us. Rwandair contact number were off all the time and no body was telling us why was the cancellation. I have never experienced anything like this. I will never use Rwandair again.

Desaster Airline, Delay because of Fog (?!), landed in Entebbe instead of Kigali, passengers had to wait in the plane for almost 3 hours, aircon wasn’t working, no information provided. Same on the flight back: 2 hours delay because of engine failure, connecting flights endangered, again no aircon, not even water was provided for the passengers. Besides this (as if this wasn’t enough): planes are very old, seats uncomfortable, boarding is pure chaos, everyone just running towards the plane, staff working uncoordinated and without any system.

Vol prévu à Paris pour 20h30 direction kigali et zanzibar, à 17h nous attendons l’ouverture des portes puis finalement 2 min après, le vol sera retardé « nous ne sommes pas sûre qu’il décollera aujourd’hui »… Sauf qu’on nous dit de rester dans la file on était les deuxième dans la file. Et au final, ils reviennent vers 19h-20h en demandant les groupes de 5,4,3 etc… et puis au final nous n’avons pas eu le vol promis donc nous avons ete pris en dernier alors qu’on est arrivé au tout début c’est inadmissible…je n’ai rien dit car je pensais qu’ils allaient le prendre en compte mais non…organisation à déplorer malheureusement. Nous avons donc eu un vol pour 7h direction Istanbul puis arrivée à 3 h à zanzibar

Worst flying experience of my life – complete lack of care and communication

Our Kigali–London Heathrow flight (WB710, 13 January 2026) was delayed overnight and handled appallingly from start to finish.

At Kigali airport, the delay was communicated poorly and the situation quickly became chaotic. Passengers were eventually sent to a hotel with little explanation or support. We were travelling with two young children, including an infant under 12 months, which meant extremely limited sleep and significant distress.

We were told the rescheduled flight would depart at 09:00 the next morning and instructed to leave the hotel at 06:00. After returning to the airport with exhausted children, we were informed at 08:30 that the flight was delayed to 11:00, and two minutes later told it was delayed again to 12:00. There were no proper announcements, no clear explanations, and no proactive updates.

Across both days, passenger care was virtually non-existent. We had to beg for basic information and refreshments, and staff appeared disorganised and unprepared. Subjecting families with young children to prolonged uncertainty, exhaustion, and misinformation is unacceptable.

As a direct result of this disruption, I was forced to take unpaid leave from work.

This was my first time flying with RwandAir, and it was the worst flying experience of my 33 years. The handling of this disruption fell far below any reasonable standard expected of an international airline.

I have formally requested compensation and await a response. I would not recommend RwandAir based on this experience.

Has anyone got problems with your refund like me? One full year with excuses what ashame. #Rwandair . Sometimes life sucks but #Rwandair sucks more.

⭐️⭐️⭐️⭐️⭐️ Outstanding Compassion and Service
I would like to sincerely thank RwandAir and a remarkable male cabin crew member on my flight from London Heathrow to Harare via Kigali on 8 January (Flight WB711).
I had just lost my mother and was traveling in deep grief. During the flight, I could not eat, and this crew member noticed my distress and showed genuine concern. When I shared my situation, he went above and beyond by writing me a handwritten condolence note on behalf of the crew.
This simple but incredibly compassionate gesture meant more to me than words can express. I am sharing this review in the hope that RwandAir may help me identify and personally thank this exceptional crew member. He truly represents the very best of your airline.
Muchato Juliana Tigere

I would say it's the worst airline I've taken. 2 hours delay, cabin temperature is 1000 degrees. Staff have no idea what they are doing. Would not recommend it.

Rubbish, they handle the luggage without any care at all, both our suitcases were damaged and unusable afterwards. We've been making multiple complaints, even with all proves (pictures, mails...) and with the assist of the Belgian consumer organization Testaankoop (I want to thank them for their continuing efforts), no-one at Rwandair will even take the time to react. If you want to avoid issues, don(t book with Rwandair!
And then I didn't even mention the 2-3 hours delay.

By far the worst company I ever flew with.

delayed and non existent customer service

During and after. The emails listed on their website are bounce backs - literally no way to contact them. Avoid!

Une compagnie aérienne qui ne mérite pas d’être considérée comme tel.
Vol prévu à minuit reporté à 9h. A 9h le vol n’est même pas à l’heure et décolle à 10h.
On devait faire Kigali-Paris-Bruxelles, au final on fait Kigali-Bruxelles-Paris, donc temps de vol allongé + arrêt à Bruxelles qui devait durer 1h et qui dure 3h30 !
Dans l’avion une multitude de films à regarder, mais aucun son ne sort de l’écran !
Au final on arrive à Paris à 21h45 alors qu’on aurait du y être à 8h15.
A ce niveau d’irrespect des clients, il faut se remettre en question et arrêter les frais

Ne prenez jamais cette compagnie des annulations de vols sans raison. Des retards des employés dépassés par les événements une compagnie incapable de gérer de vols d’envergure. Retards et annulation des vols à l’aller comme au retour

Delayed flights for 14+hours, missing luggage, non existent booked seats, poor attendance, i could go on and on and on. Don't waste your money with them cause they are clearly cheap for the most obvious reasons.

Compagnie à fuir ! Les vols sont annulés sans raison, on nous enferme et on nous fait tourner en rond. On est restés enfermés à l’aéroport 12h et nous y sommes encore. Ils promettent des vols qui n’arrivent jamais.
Je n’avais pas écouté les avis pour me faire ma propre expérience, et bah plus jamais !
On est 70 personnes dans l’attente d’un vol et bloqué… Nous perdons des jours de vacances, un safari paye, des nuits d’hôtels payées. Ne prenez jamais cette compagnie.