RwandAir Reviews 

This was honestly one of the worst airline experiences I’ve had. The service was poor, the staff were not friendly.

What made it worse is that this is now the second time RwandAir has failed to deliver my luggage on time. I flew on Saturday, and it’s been over 6 days with no update on my baggage. The lack of communication and follow-up is incredibly frustrating and unprofessional.

I do not recommend using RwandAir if you have important plans or events (reliability and customer service are simply not there).

Constant cancellations with no refunds . Extremely poor service. Fly another airline

Very poor service is an understatement!!! They change flight times at very short notice, a 2 hr transit turns into 11 hrs. The customer service is crap, absolutely disgusting!! You are on probability to arrive with your bags! The security check in is appalling. Never will I dare to book a flight with Rwanda. Never will I ever recommend it to anyone. For your sanity, please stay away from Rwanda Airline!!! Absolutely disgusting service!!

Horrible service. I called in for a refund because they cancelled and rescheduled the day of departure. The lady give me an email adresse that has no "@", so i am confused. I ask more clarifying questions and instead of answering she hangs up. I end uo calling again and no one answers. Safe yourself and never fly with rwandair.

anbefaler IKKE på min sterkeste......

Disorganised and Unreliable
Innumerable flight changes even before flying. Luggage left in Kigali and only arrived in Harare the following evening.
14 hour delay on return and told no hotel would be provided so paid for our own only to find that hotels were being offered on arrival in Kigali.
Awful old aircraft between Kigali and London with no entertainment or charging ports so passengers drank too much and the noise levels were awful.
Despite asking repeatedly we have had no refund for hotels, meals, additional trips to collect luggage or compensation for delays.
Truly one of the worst flights I have ever experienced.

I would never fly Rwandair again. We were to fly business class in a lay-flat seat from Kigali to Paris - Paris to Nice, our flight was delayed by 14 hours, so we had to PURCHASE a different ticket at twice the price via Kigali to Doha to Nice because they wouldn't help us at all. After literally 30 calls and 30 emails over 10 months with completely unprofessional customer service representatives, I finally got a refund for the delayed flight. It was so painful.

Don't expect them to issue refunds or compensation for delays or seats that don't even exist. They may be cheap but don't expect thr Teens And Conditions to work in anyone's but Reandair favour.

Flights delayed by 12 hours and extra leg room window seats paid for were not given when the airplane was changed for another carrier. Only option given was to book for another day.....considering the flights had been booked for 6 months, short notice is terrible when you're already on your vacation!

Onboard entertainment pretty rubbish too so take your own.

I will never ever use this airline again, in 15 days, the flight Itenery of my mom has been changed 6 times including change of departure date. Once they change it, they make it difficult to reach them, never pick calls or reply emails.

Just a day before departure from Lagos to Heathrow, they changed the departure date to one day ahead, destroying all our plans and commitments. Please do not use this airline. Don’t say I didn’t warn you. Bunch of rubbish called airline.

I have used Rwandair more than one and I liked their service. This is why I kept going back. But my latest flight had issues, particularly to my bags.
On my way to London, one of the stands of the bag was broken.
Coming to Nairobi one of my bags was badly damaged. An indication of poor handling

Do not fly this airline, it is awful - they call themselves Dream of Africa, but it's more nightmare of Africa. I flew from London Heathrow to Lusaka via Kigali. They changed the aircraft from Heathrow, which was obsolete and on its last leg, from Bulgarian Airlines. Unable to recline the seats, barely any leg room, and did not provide any leg room, no Blanket provided, food was barely edible, no in-flight entertainment. On the return, they informed us that we have to wait at Kigali airport for 14 Hours instead of the four hours. No compensation provided. A total disgrace, fly with Rwanda Air at your peril

Had my flight cancelled back in February, and was compensated with a free flight for future use, I just needed to pay the taxes. 2 months later, and after chasing many unreplied to emails, Rwandair have agreed to my flight. I have paid the taxes, but now they are refusing to answer my emails or send the tickets! Beware as I really believe this is a scam. I have today made a complaint with Trading Standards to hopefully get this rectified. Never will I use Rwandair ever again, absolutely disgraceful customer service

Our family will never fly with Rwandair again. It’s a shame really as we had the best experience flying from England to South Africa but the return flight was a nightmare! Even though we booked in as a family, all in the same row, our seating got changed and we didn’t realise it until we got on the plane. We were travelling with my daughter that suffers with anxiety and fear of flying, she’s 12 years old. The seating arrangements has changed that not one of us was sitting next to each other anti and that she would sit 3 rows away on the opposite side of the plane! Are you kidding me! She was in tears the whole flight! We manage to get her a seat inform of her dad but was still not helping the situation as she was very upset and uncomfortable sitting next to strangers. We checked our tickets for the next connection flight to make sure they haven’t split us up again. Unfortunately yet again. Luckily this time we were not scattered all across the plane. We were in two rows behind each other. We got on the plane thinking, ok this is good. Our daughter has calmed down, she’s with us, we can enjoy the rest of our trip. NO!!! There was an awful noise coming from the door right behind us! We spend 8 hours listening to an alarm coming from the door!!!! The flight attendant was extremely rude about it as well! We certainly did not feel safe on this flight at all! The attendant informed us that it’s the doors decompression alarm and that happens on every flight!! The sound was unbearable!!!
There were empathy seats more in the front of the plane where the noise was not so noticeable but they refused to move us and were very rude for the duration of the flight. There was also no onboard entertainment. How bizarre! There were screens on the back of the seats but non of them were working! We have flown with many different airlines before but have never ever experienced such rudeness, inconsideration, and overall bad experience on any other airline. Like I said, it’s a shame as our first flight to South Africa was amazing but the coming back was horrible!
I took a video of the noise and will be sharing it online!

This airline is an absolute disgrace. The flight from Heathrow to Kigali was ridiculous, despite me paying for seats, the seats no longer existed due to an aircraft change, so they moved us with no refund to the seats we'd paid for. The flight entertainment or WiFi didn't work, and the crew argued like children with each other at every service. Someone was being sick on the flight, so they just closed most of the toilets in economy and we weren't allowed to use business class toilets, so the queues went all the way down the aisle for one toilet and we had to keep returning to seats for turbulence so basically there was no usable toilets. When we got to Kigali there was a 3 hour delay to connecting flight but no info or updates available whatsoever, so nobody knew what was happening! We eventually thankfully got to Johannesburg and we could have our holiday.

A few days ago I get an email saying our flights home have had one leg cancelled and rebooked the following morning, meaning we'll be stuck in Kigali airport for 13 hours in the middle of the night with nowhere to lie down or sleep (it's the tiniest airport too) and I have a health condition that would make this impossible. We obviously said this was unacceptable and we'd need a hotel or to change our flights. They've ignored 5 emails and there is no reachable phone number, it has ruined our last week of holiday through the absolute stress of what's going to happend we can't get any answers, they are just ignoring all emails.

Avoid this airline AT ALL COSTS!! We booked to save money and it's now going to cost us more than we saved in extra flights and accommodation to get us home.

Je ne recommande absolument pas cette compagnie aérienne catastrophique.

Annulent la veille au soir un avion long courrier sans vous préciser pourquoi, décalent sans cesse les vols au dernier moment, valise rendue très abîmée, ne répondent plus aux mails quand cela se passe mal, heureusement que mon assurance m’a remboursé la valise.

J’ai rarement vu un accueil aussi désagréable. Ils ont décalé un vol de 3 heures en avance au dernier moment, ce qui a conduit à 9h d’escale. Aucun geste commercial, voire du mépris. Il a fallu négocier des heures avec le groupe de voyageurs qui avait la même correspondance que nous pour obtenir à leur frais 15€ de boisson et nourriture en guise de dédommagement. Leur conditions générales de vente qu’indique qu’ils prennent un hôtel à leur frais si l’escale dure plus de 8h, un agent nous a indiqué qu’on aurait un hôtel puis qu’au final non au bout de 3h.

C’est lunaire. Première et dernière fois avec eux. Au moindre souci, vous n’aurez aucun support.

One of my pieces of luggage was roughly handled and ended up broken. Another arrived completely unzipped. I took both bags to the luggage claim desk, where the unzipped one was weighed and found to be half a kilo lighter. Once I got home, I checked and discovered that one of my shoes and two polo shirts were missing.

I reached out to the customer service team via email and only received one initial response. Since then, I’ve sent multiple follow-up emails but have not heard back. This experience has been extremely disappointing and reflects very poorly on your customer service.

The experience I had at the hands of 2 staff was appauling they were very rude & very critical of my luggage being over weight & 1 excess bagage they almost made me miss my flight. I was charged an enormous amount of £340 which they claimed was discounted lol. I noted a lady came as checkin just closed, though they were both seated didn't want to assist her. I intervened & said what would hurt as they are already sitting there. I am 63 & had to run all the way dragging my carry on with only mins to spare to boarding arriving hot flustered perspiring alot. Whilst in transit in Kigali to Lusaka I began my complaint. I felt it was racist due to the comments & rude dismissive behaviour by the Indian supervisor & white female colleague. Also because had I not intervened they'd have let the other lady miss the flight. it took months for a reply trying several different email addresses inc bagaage & info@ when I did get replies they ranged from so sorry to, well that was months ago why complain now, to our staff are never rude (lol) so no compensation neither for badly damaged suitcases on my return flight march 2025. But for kindness of steward/ess I'd advise nobody of colour especially to fly with Rwandair. They are patronizing rude & racist taking no responsibility for it. I certainly will never fly with them again either. My departure time was changed x2. I wish I read reviews before booking with them. It was a very expensive lesson to learn.

Bad experience.
Flight delayed and cancelled at the end.
They don’t want to refund me they are not in the law of indemnisation.
There is not customer support.
Never take this company.

I was downgraded on both flights with no refund given up till now. Poor response via email and the flight entertainment didn’t work in either direction!
Worst airline I have ever come across!

Just be mindful that when flying from/to UK or Europe Rwandair is not part of the UK/EU Regulation 261/2004 which means you will not get compensation if the airline delay or cancels your flight. Moreover, it allows them to do so and I feel they will quite happily overbook flights or not maintain proper Schedules if it suits them. In our case we were flying from Uganda (Entebbe) to London via Kigali. They bumped us by 24hrs saying we missed our transfer in Kigali (before we had even left Entebbe - we actually landed in time). They didn't hold the connecting flight but instead put us up in a hotel (we suspect the Kigali > London leg was overbooked and because they pay no compensation, it works out presumably OK for them to do such. For UK/EU Travellers the KLM/Brussels options work out better because you do get compensation cover under 261/2006 Regulations.