RwandAir Arvostelua 

This airline has consistently provided unsatisfactory service. I experienced a significant issue with my luggage; it was lost and returned three days later damaged. The airline refused to compensate me for the loss. I would not recommend this airline and advise against using it. Furthermore, I encountered a flight delay that resulted in a prolonged stay in Rwanda. The service was extremely poor.

Delayed flight from London to Kigali. 1h40 min. Our connection time was at 8 am, we landed at 8b40, told the plane is waiting for us. Got to the airport, there was a group of 50 people in total, the plane didn't wait, it went without us. The customer relation lady had no empathy towards us and was very unhelpful. Positive point for company giving us hotel but we had to wait 10h for next flight. Would never fly again

I flew rwandair Jan 2025 - got to uk 3 days later. Contacted them regards the delays/compesation, no response - still waiting.

The flight attendants themselves are so lazy. People ring the bell and no one responds bse they're asleep.

Best known for lost luggage and delays.

How are they still flying???

MY WORST FLIGHT EXPERIENCE EVER FLIGHT WB304
I will not recommend Rwandair air to anyone.The flight attendants were rude and acted very unprofessional.Even common drinking water was a problem.
Worst part our baggages didn't come.
Almost 90% of the people on the flight didn't get their baggage.
Something happened last time my nanny came from Cameroon to dubai.Her Luggages only came after 7 days and we were the ones who constantly called to follow up.We never received a single call from them. No form of apology after all our items got
damaged.

PLEASE RWANDA AIR DO BETTER.

Unfortunately they don't even deserve the 1 star. Mi flight was from London to Entebbe as I flew to bring mi mum home. Right from Heathrow we had delays, arrived in Kigali and found only chaos as some passengers had been waiting on their transit flights for 2 days!

Mi flight was supposed to be at 10am, but they kept rescheduling until almost 6pm that evening. On arrival mi luggage was actually still in London! I was supposed to spend only 2 nights in Uganda. So spent most of day 2 sitting at the airport, waiting for any flight coming in to check if mi bags were in there!
Thought that was the last drama, but it hadn't even started. When I picked up mi bags I was told the flight I was supposed to take the next day was not guaranteed so best to just come to the airport early and just check in for any flight to Kigali where I would catch mi next flight to London.

Now travelling with an elderly person who needs wheelchair support is not easy, especially with an unprofessional airline like Rwandair. I had to bring mum early for checkin, in the morning but they kept us sitting at the airport all day till after 7pm.

Arriving at Kigali after 9pm more chaos. Delays upon delays and we didn't leave until almost 1am by the time we got to London it was clear to me I wasn't going to let mi mother fly back with this airline as her return journey back home. I then rebooted with another professional airline.

According to law Rwandair is supposed to pay me full refund for the extreme delays that lasted on one trip more than 6 hours. I reached out to then and as soon as they got to know I wanted a refund, they never responded back.
I used a mediator to reach out but same thing they just kept quiet.

I now intend to go through court and if anyone has been successful, please share.

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.