RwandAir Reviews 

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.

Travelled from London to Kigali then Harare,oh God it was my worst experience , 1) the food was not nice and was limited on water ,imagine water .They said it was finished but then later saw them giving a white person a full bottle.I tried explaining how much I needed it because of the headache I had but they didn't do anything about it.2) They forced passengers to give them blankets an hour if not more before landing without even considering how cold it was in the plane, I was left so cold and vulnerable.
3) My bag was searched and all my perfumes were stolen, I complained and they refused to compensate.
It's the worst flight experience I have ever had and will never travel with them again.
I do not recommend Rwandair it's the worst

We arrived in the airport 4 hours before our flight Johannesburg to Heathrow, but only managed to check in at the time the flight was boarding due to the ineptitude of the airline. Firstly, the gate number was not displayed on the screens - this was the only flight this happened for. By the time we found the desk, there was a queue, but it was barely moving, despite 4 desks for the airline in operation. After two hours, as we got nearer to the gate, we saw that passengers were being instructed to remove and replace their baggage from the conveyor belt several times, with the majority being sent away to repack their bags. We had checked the weight of our bags as well as we could using a home weighing scales, but when we got to the check- in counter we were told that 2 of our bags were 2kg overweight, so we were told we were not permitted to check in unless we paid a fine. We pointed out that our other bags were very underweight (by 8kg and 10kg), but the staff member on the desk said each item was considered individually. While I felt this was unnecessary, what annoyed me was the fact that staff member was so rude. She did not greet us or even make eye contact at all throughout the transaction. She was very unfriendly in her tone and manner. We went to reorganise our bags, but found the only weighing scales provided by Rwandair was broken. We had sealed our bags with cable ties, and the staff said they could not help up to open them. Eventually we reorganised our bags and had to return to the same rude staff member to check in (the same bags with the same overall weight) and again she refused to make eye contact, actually looking away from us when she did speak, so it was very difficult to hear her. Eventually I pointed out that her attitude was disappointing, given what excellent customer service we had received throughout South Africa during our holiday, but when we collected our bags, the last bag we had checked in had had the cable tie removed and items near the top stolen from it. I can't help but feel that was more than a coincidence!
Passengers on the flight were only permitted to board from the font, causing the process to take a long time, but was then an hour late leaving as they could not disconnect the stairs from the plane! We disembarked at Kigali for a stopover using both front and back steps, but when we returned to the same plane, we were not permitted to use the back steps, which were still connected. It's like they went out of their way to be poorly organised and incompetent. I will not be flying with them again.

I do not recommend Rwanda Airways ever. It's been my worst experience.
Travelled with them and l regret.
Am already at my destination and it's been 5days and l still don't have my luggages and no communication (am in a foreign country)
They don't even answer phonecalls and to make it worst for layovers they will delay you indefinitely for more than 12hrs.
Food on flight was terrible and the aircrafts old and dirty.
Board at your own risk 😢

Terrible wait for 4. 5 hours. Rude staff would push through people.haf no patience just was not the dream of africa

Very silly airline. Please don't ever use this airline. They deliberately delayed my husband and son at the check-in counter only to later tell them to go and reschedule their flight saying check in has closed. They were there and the staff told them to hold on. Very bad experience that I won't forget in a hurry and would never fly them ever again.

They have just cancelled our flight to Dar, 2 weeks before travel. And rebooked for 24 hours later. But we have internal flights, pickups, hotels. So much money.

Awful experiences on both journeys. Do not use at ANY COSTS especially if you have connecting flights.
Unacceptable communication and total confusion, which has left us and other travellers stressed and unhappy.

Qatar airlines need to drop Rwandair! They don't need a company like this to represent them. Our luggage was purposely left in Qatar going to Rwanda and then left in Rwanda going to Qatar. Don't use! The President of Rwanda needs to fire everyone

Dreadful airline that constantly changes schedules without any care. Our return flight was cancelled and they simply thanked us for our understanding!
Avoid at all cost. Not worth the stress!

Our Rwanda Air flight was delayed by 24 hours, and the entire experience was a disaster from start to finish. The hotel they put us in was appalling – dirty, uncomfortable, and completely unacceptable for stranded passengers.

Communication from their customer service staff was non-existent. We were left in the dark with no proper updates, no clear instructions, and no real assistance. The staff at the airport were unhelpful and seemed uninterested in resolving passengers’ concerns.

The entire process at the airport was disorganised and frustrating. I would strongly advise against using Rwanda Air – poor service, poor management, and zero care for customers.

Do not use this airline.

I am a frequent flyer with Rwandair and in the silver class, which means I take at least 20 flights with them in a year, over 80% of which are intercontinental. Increasingly, I am getting frustrated at the delays and cancellations. It has happened several times (three times for me to London from Kigali this year). The customer service agents have a mixed bag of good and not-so-kind people. The airline also doesn't realise the value of passengers' time when delayed. I am frustrated, and despite my allegiance over the years, it appears I have to say no more to the airline. It's become difficult to recommend them anymore. And whoever is responsible, including RDB, please help the team work on customer service. Compensate when you have to.

⛔️⛔️⛔️Do not use this airline whatsoever, if you think you are going for cheap flights, you will regret it, our flight time was changed with no explanation,end up stuck in Kigali for 5 hours with kids travelling ,Help desk doesn't know what is going on , only one screen working showing flights timetable, you can't even hear what's been said on the speakers , you will see your flight on the time table written check in closed while they is no gate number yet , first time and my last time flying with Rwandair , was warned not to use it ,but ignored, lucky we get to our destination with all our Luggage , some people didn't ⛔️⛔️⛔️DO NOT USE THIS FLIGHT for real

Purchased a seat a month before departure and it was changed the day before departure, delayed in Kigali for 7 and half hours. Tried to phone customer service and they hung up on me, this airline is now one of the appalling airlines it’s better to use BA, Qatar, or Emirates I have never been so disappointed with an airline