RwandAir Reviews 

I rarely leave negative reviews, but after my experience with RwandAir, I feel it is important to warn other travellers.

From the very beginning, our journey was disrupted. Our original outbound flight was scheduled for 18 June, but RwandAir changed it to 16 June due to "operational issues." To this day, we have never received a meaningful explanation of what these "operational issues" actually were or why such a significant change was necessary.

Unfortunately, the problems did not end there.

Our return flight was originally booked for 3 July, but RwandAir changed it due to operational reasons. We then received multiple conflicting notifications, with our return first being moved to 4 July and then again to 5 July. Even after several emails requesting clarification, we struggled to obtain clear, definitive confirmation of when we would actually be flying home.

These repeated changes have caused significant stress and anxiety for my family. Instead of enjoying our holiday, we have spent our time worrying about whether our flights would change again, whether we would need to find additional accommodation, and how we would cover the unexpected costs created by the airline's decisions.

What has made the situation even worse is RwandAir's customer service. Despite sending polite, detailed emails asking for clarification, confirmation of our itinerary, and an explanation of how the airline intended to cover the additional accommodation, meal, transport and parking costs resulting from its schedule changes, our emails were either ignored or received responses that failed to answer our questions.

We travelled as Business Class passengers, expecting a premium level of service, communication and customer care. Instead, we experienced exactly the opposite. The entire experience has been disorganised, stressful and deeply disappointing. The premium cabin means very little if the airline fails to provide even the most basic standards of communication and customer support when things go wrong.

In all my years of travelling, this has genuinely been the worst airline experience I have ever had. An airline's true quality is measured not when everything goes to plan, but by how it looks after its passengers when disruptions occur. Sadly, RwandAir has failed that test at every opportunity.

I sincerely hope RwandAir reviews its customer service, communication procedures and the way it handles passengers affected by operational disruptions, because our experience fell far below what anyone should reasonably expect—especially from a Business Class service.

Based on our experience, I cannot recommend RwandAir to anyone. If you value reliability, communication and customer service, I strongly advise choosing another airline, unless you like to waste money unnecessary.

3 flight cancellations
No communication
No support
No compensation
Didn’t answer WhatsApp’s
Didn’t answer any emails at all. Had no choice but to call to try and resolve this but then had £360 phone bill

Worst company I’ve ever had to deal with

My experience with RwandAir has been extremely disappointing. My flight was cancelled, and I have been waiting for my compensation since February. Despite sending several emails and repeatedly trying to get an update, my messages have been ignored or left without a proper response.

Keeping a customer waiting for months after cancelling a flight, without clear communication or a resolution, is completely unacceptable. The lack of transparency, support, and customer care has been extremely frustrating.

I have given RwandAir enough time to handle this matter, but they have failed to provide any meaningful solution. Customers should not have to chase an airline for months just to receive the compensation they are entitled to.

I would not recommend RwandAir based on this experience. I hope they take responsibility, improve their customer service, and treat passengers with the respect they deserve.

I had a very disappointing experience with RwandAir during a transit through Kigali. The flight itself was not particularly bad, but the issues at the airport were unacceptable.
The transit and security checks were extremely disorganized and stressful. However, the most troubling part happened at the gate. Instead of a routine check of passport and boarding pass, staff questioned my right to enter the UK, where I have been living for 13 years.
Despite showing multiple valid documents—including my UK permanent residence status, UK driving licence, and official UK government proof—they continued to challenge me without clear justification. It felt unnecessary and unprofessional, especially given the amount of evidence I provided.
When I asked them to clarify their concerns or purpose, I received no satisfactory explanation. This experience left me feeling frustrated and unfairly treated.
I would not choose to travel with RwandAir again.

Une etoile non méritée, notre vol aller a été décaler de 24 heures et nous sommes à la 3 eme modification,s de notre vol retour !
La classe business ne correspond pas aux images du site internet, l'avion était plutôt vieux, impossible de remettre la tablette et impossible aussi de mettre le fauteuil en position lit...
De plus aucun retour du service client et le numéro donné ne correspond pas.
Fuyez cette compagnie.

The worst flight ever if I could definitely pay extra for another flight because for Rwandair even when I give them another chance they are disappointing me even worse from cancelled flights to lost luggage is too arriving late Almost missing transit flight. I will never avoid it with all your heart.

Avoid if you have fixed travel plans. RwandAir cancelled our outbound flights to Zanzibar two weeks before departure for unspecified ‘operational reasons’. The only alternative they could offer was three days earlier than our booked date, which would mean paying for additional nights at a five star hotel out of our own pocket, a cost they are obviously not covering. This was a honeymoon booked six months in advance as a package holiday, and the cancellation has caused enormous stress and put the entire trip at risk. An airline is only as good as its reliability, and on that measure RwandAir has failed completely.

Everything went wrong . I travelled with Rwandair in March to Zimbabwe after Emirates cancelled my flight and they swapped me to Rwandair..oh my world ! I have never experienced such ignorance in my life . They cancelled my flight when l was already inside the fight in Harare, after cancellation then, starting from scratch again, my suitcase wheels were already broken. Nothing was right from customer service in Harare to Kigali . After cancellation when l spoke to someone who was in charge in Heathrow Airport about my local bus tickets arrangements that were cancelled due to their chaos , they didn't want to listen . I ended up borrowing money for travelling to Leicester. However, when l got home l sent them emails and messages on WhatsApp but no one responded at all till this day. Use Rwandair at your own risk! They don't care about anyone.. but, they only want your money..after that they don't want anything to do with you ! I am still shocked about their poor , heartless service till this day they don't have any humanity whatsoever.

I would give Zero if I could , I have a compensation claim as the staff had no clue about biometric visa and denied boarding . Once UK were involved a flight was sorted the next day but I had to pay and was advised to claim back however they have ignored emails and even ignored the small claims court ….. awful service looks like bailiffs will have to go to an airlines office shocking

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.

J'aurais aimé mettre un ZÉRO....
là je suis sur le chemin du retour sûrement que je vais perdre mon argent parce que RwandAir a modifié les horaires du voyage pour 21h50 mais les enregistrements eux fermés à 20h donc personne en place pour donner les informations.

Dommage de jeter l'argent par la fenêtre et obligé d'annuler le voyage retour. Avec cette compagnie il y a beaucoup de choses négatives.

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.

Manque d’incompétence du Compagnie aérienne ça fait plus de 2 mois que je me suis fait vole mes affaires ya même pas un numéro de téléphone là pour le rejoindre pour faire une réclamation je envoie des mails sans aucune réponse de leur part c’était ma première expérience avec le rwandair plus jamais de la vie je pourrais prendre cette avion

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