RwandAir Reviews 

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

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