RwandAir Reviews 

Still waiting for Rwandair to respond to my complaint emails from July. Flights delayed 24 hours again, prebooked seats not available, even though travelling with an infant. Food requests not met, the list goes on. Worst airline I've ever used, and will never use again. Direct flights from London to Entebbe with Uganda Airlines are much more efficient.

I would have given minus star 🌟 if was available..rwandair is terrible airline and customer service is ridiculous 🙄
Came from nairobi via Kigali and when we reached London my bag didn't arrive from Kigali.. waiting in the conveyor belt for 1 hour finally realized the bag didn't come from Kigali
A woman at the helping desk who is supposed to be nice with passengers was very RUDE & Didn't like to help passengers to claim their luggage.
I made a trip to the airport next day to retrieve my luggage and didn't succeed. I wasted money to go to terminal 4 heathrow..
I would not recommend anyone to choose RWANDAIR...ITS TERRIBLE AIRLINE..
better choose kenya airways or British Airways direct flights

Flew back today from Kigali to London on a business upgrade but had to jump through so many hoops. It was not quite the experience I was looking forward to.
The staff were trying to be helpful, nonetheless it was an experience I will hope not to repeat.

I booked this airline from Heathrow to Lagos with a lot of fear after reading all the reviews. It was relatively cheaper compared to most airlines this time of the year so I took the risk anyways but did 2 times of insurance - baggage protection and then general travel insurance which also covered baggage protection. I also wrapped both my boxes for £20 each at Heathrow because I felt if my boxes went missing, then at least the content would be intact for staff that may be tempted to steal stuff. I was also mentally prepared for horrible service from the staff.

My experience was the exact opposite instead and I think I'd be remiss not to share. Flight departed on time with clear communication. Even the connecting flight came on time and we were ushered to the correct place to wait for boarding after landing. Both my boxes arrived with no issues exactly as I packed them. Staff were courteous and excellent all-round. Meals were hot and tasty plus we got served on both the main and connecting flight. In fact, I spilled a full pack of chicken pasta with sauce a few seconds after it was handed to me and a staff reassured me it was okay, cleaned it up and replaced the food pack. Overall , I was quite pleased especially because I was prepared for the worst based off the reviews here.

There was no flight WiFi but maybe that's because I booked economy. Flight entertainment was also a bit outdated but I guess that's not a big deal if you and your luggage get home in one piece. So would have given it a 5 star if not for that. But everything else was awesome.

I last wrote a review on their service but since then, I used their services twice without writing a review. I saw massive improvements in their services. They are now on time. Their service is at par with other airlines. Keep up with your good service. Wwll done for the massive improvements.

Avoid ##RwandAir Flew from Heathrow to Tanzania, flight delayed over an hour. Arrived in Kigali and my connecting flight was cancelled, although this was several hours later. Stuck in Kigali for a day with no clothes etc and lost a day of my holiday.
Return flight was just as bad, sent emails saying the flight had changed. Rushed to the airport only to find out it wasn't. Again flight was delayed.
Customer service is non existent, emails etc are ignored. Admit liability and offered compensation of £520. Over a month later still not paid and ignoring emails so will have to go through the court.
Avoid these scammers and book elsewhere, they are cheap for a reason! They will ignore your emails and ruin your holiday!

Unfortunately you don’t deserve even one star I’ve been fool enough to use you service 3times and I must say I’ve learned my lesson this is the last time I ever use your service. Unfortunately my flight was rescheduled again and I’m so angry because one have own reasons to chose dates to flight. After that costumer care doesn’t help at all.

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.