RwandAir Anmeldelser 

Firstly, flying from London to Kilimanjaro, I had 1 stop in Rwanda. My second flight had been changed giving me a 17 hour layover in Kigali and the airline didnt offer me any compensation or even a hotel to stay. Secondly, when I arrived in Kilimanjaro airport, my luggage was not there. Staff had failed to load my luggage and as I was starting a Kilimanjaro trek the day after I was forced to spend €150 on hiring kit.
Thirdly, when returning home, once again my flight was delayed giving me an 8-9 layover in Kigali.
I have tried countless times since being home to contact them and try and get some money back, especially the money I had to spend on renting kit, but they have not helped me at all.
I was travelling solo and this was my first time in Africa. My experience with Rwanair was terrible

I recently had the worst experience with RwandAir, and I strongly advise travelers to avoid this airline at all costs. Their incompetence, dishonesty, and complete disregard for customer service left me stranded and out of pocket.

I checked in for my flight well in advance and was informed that the departure time was 21:00, with boarding gates closing at 19:30. However, when I arrived at 19:15—well within the stated timeframe—the gates were already closed, and staff were nowhere to be found. I wasn’t the only one affected—at least 15 other passengers were left stranded in the same situation, proving this was an operational failure, not an isolated incident.

To make matters worse, RwandAir blatantly lied when responding to my complaint, claiming staff were present at 19:15—something I can categorically confirm is false. The lack of accountability and customer support is shocking, with responses taking over 48 hours for an issue that should have been resolved within 24. Instead of rectifying their mistake, they have been unhelpful, dismissive, and unwilling to take responsibility.

Due to their incompetence, I was forced to rebook a new ticket at my own expense to continue my journey. Despite clear evidence of their failure, they refuse to issue a refund.

This is by far the worst airline I have ever traveled with. Their disregard for passengers, operational mismanagement, and dishonest handling of complaints should serve as a warning to anyone considering booking with them. Avoid RwandAir if you value reliability and customer service.

Expérience catastrophique, vol en retard de près de 24h par rapport à l'heure initiale avec une escale non prévue à Kigali et un arrêt à Bruxelles non prévu également. J'ai perdu une journée de travail et j'ai demandé un remboursement ou à minima un geste commercial dont je n'ai jamais eu de retour jusqu'à ce jour malgré les multiples relances.
Des erreurs arrivent à toutes les compagnies mais ne pas faire preuve de reconnaissance vous fera perdre énormément de clients donc de fidélisation. Pour ma part, je ne voyagerai plus avec vous.

Delay after delay after delay. No compensation, no sympathy or useful info from staff. Never again.

BONJOUR
AIDE-MOI CELA FAIT 4 SEMAINES QUE J'ATTEND LE REMBOURSEMENT DES TICKETS NON UTILISER SUITE AUX NOMBREUX CHANGEMENT D HORAIRE, JE VOUS AI ENVOYE LES DOCUMENTS SIGNES AFIN D'OBTENIR LE REMBOURSEMENT. LE ‌dossier EST LE : PWQ6RT
Bonjour Madame, Monsieur, les documents demandés afin d'etre remboursé on deja etait envoyé mais je vous les founis encore en pièce jointe afin d'être remboursé des billets d'avion aller-retour dans mon dossier pwq6rt suite aux nombreux changements d'horaires et de dates. Merci de m'avoir remboursé merci pour votre aide

HELLO
HELP ME I HAVE BEEN WAITING FOR 4 WEEKS FOR THE REIMBURSEMENT OF THE UNUSED TICKETS FOLLOWING THE MANY TIME CHANGES, I HAVE SENT YOU THE SIGNED DOCUMENTS IN ORDER TO OBTAIN THE REIMBURSEMENT. THE FILE IS: PWQ6RT
Hello Madam, Sir, the documents requested in order to be reimbursed have already been sent but I am providing them to you again as an attachment in order to be reimbursed for the round-trip plane tickets in my pwq6rt file following the many changes in schedules and dates. Thank you for reimbursing me thank you for your help

My first & last time to fly Rwandair (8th Jan - 27th delayed to 30th Jan), NEVER AGAIN.
Lack of basic communication on delayed or missed flights. If you do not frequently get up and ask, you might even miss the flight. We were kept waiting at Entebbe from a 10:10pm flight to 11:45pm with no info whatsoever. Consequently we missed our connecting flight from Kigali to London. All they said was "Entebbe should have told you that you missed your flight". We were later carted to a hotel where there was no lifts and had to carry our heavy luggage up & down several stairs at approx 1am local time. Spent 2 unpleasant nights in this dirty hotel with no info updates on our flights. Had to pretend I was booking a new flight online in order to know when their next flight was. We were joined by other passengers from Lagos who'd also missed their connection + lost their luggage. Finally back to London 2 days later had to cancel work. There is no contact on Rwandair website for feedback or claims. My advise would be better staff training in customer services & empathy + ongoing/regular updates esp with delays or cancellations otherwise why take our emails on booking + treat people like you'd want you or your loved ones to be treated - its that simple!.

I booked a flight on 20 August 2024 with Rwanda Air for a return between London Heathrow/ORT, Johannesburg for myself and my husband.The flight was due to depart from the UK on 6 December, stop-over in Rwanda for 3 hours 55 minutes and then arrive in JHB at 14h45 on 7 December. This leg of the flight was then changed to arrive in JHB at 15h40 on 7 December. This was the 1st delay of 55 minutes.When we arrived at ORT on 7 December, it became clear that some of the luggage was not loaded on the 2nd leg of the plane as the airline felt that the plane was overloaded.My luggage,which was well under the weight limit,was selected to stay behind and be sent on the next flight in on the following day? If the airline allows 2 x 23KG luggage plus cabin luggage of 7kg, how can the plane be overloaded? If luggage is overloaded, passengers either pay more or they have to remove items until it falls into the correct weight allowance. This luggage was delivered on the next day where I was staying, but I could not go away on that day as planned, as I had to wait for the courier, who came 3 hours after I was told he would come.I also had the inconvenience of much needed items and medication which was in the lost luggage that had to be replaced.Then, for the return flight I received an email on 26 December to say that the 2nd leg of the flight from SA to UK was rescheduled. The flight was supposed to depart on 28 December from Kigali at 23h35 and arrive at Heathrow at 06h20 on 29 December, but was now only going to leave at 09h00 on 29 December, arriving at Heathrow at 15h45 on 29 December. No new e-ticket was issued and attached on the Rwanda Air email and I had to struggle to get hold of the travel agent with whom the tickets were booked in the 1st place to send me new tickets. This was a huge problem, as there was no re-scheduling according to them and it cost me to send various emails and make numerous phone calls from South Africa to the UK to get them to issue a new e-ticket and confirm the changes. I was told that the airline would book the passengers into a hotel overnight in Kigali.Then on top of this, I received another email during the night of 27 December to say that there is yet another delay to the return flight in the 1st leg of the flight from ORT to Kigali. The flight from ORT was not to depart at 18h40 and not 16h50 as per the flight information. This was the 2nd delay of 1 hour 50 minutes.Due to this delay, we arrived at Kigali very late and only got booked into the hotel which was arranged by the airline at 00h45 on 29 December. This meant that we would get less than 4 hours' sleep before we would have to get ready for the pick up at 06h00 a few hours later. The hotel was a disaster. There was no hot water and only 1 towel to share between 2 people. The previous guest's bottles, glasses and cigarette tray was still outside on the balcony.After arriving at the airport in Kigali, the check-in started. The plane was scheduled to leave at 09h00, but the check-in was only completed at 08h50. When I asked the personnel about the departure time, I was told that the plane is still on time. This was 10 minutes left before departure with all the passengers still in the building! At 09h30, the departure suddenly moved to 10h00, but still everyone was still in the building. The personnel was vague and never once out of their own communicated any issues with the passengers. At 10h00, with everyone STILL in the building, the departure now moved to 11h00. Then after numerous passengers started confronting the personnel, we were told that there was an issue with the equipment lifting the luggage into the plane. However, when we asked that this be told to the entire group, the guy who gave us this information didn't want to tell the rest of the passengers and called his manager, who clearly wasn't going to talk to the passengers. By this time I've had to contact the person who was going to collect us at the airport every time there was a change in arrival time, and they then said that our flight was going to be too late and that they can't drive at night. This meant that we would have to arrange for new transport once we were in the UK again.Then, to top it all off, upon unpacking my luggage there were damaged items. A broken container with spice in it covering all of the clothing items in a hard shell suitcase.All of the clothing items had to be thrown away and the suitcase is stained on the inside, as the spice contained turmeric which can't be washed out. There was nothing inside the suitcase that could have damaged the container and the only conclusion is that the luggage must have received a VERY hard hit or fall.

Dear Reader,

please AVOID this airline!
If you want, chech the tweets of those who did the mistake of flying with them!

They will cancel your flight and not even have the decency to let you know by email! We still don't know why our flight was cancelled on december 30th.

The only way to prove what happened is to record everything and send to your relatives. All the boarding passes, the bag tags, etc. If I hadn't done it myself I would believe that nothing happened because it's such a level of well organized faulty system!

Some had connections that they missed and were delayed up to 3 days.

On top of the lack of communication, do not hope or think that there will be any type of refund, keep diging their website! All the expenses related to the delay are ON YOU unless you are too many for them to ignore you.

It's like they are purposefully sabotaging #VisitRwanda and #Rwanda's image.

Fly the NIGHTMARE of Africa!
In retrospect I would give 0/5 stars if I could. My flights between London and Johannesburg (Dec 2024) were both shocking, for a national carrier, I would expect that there would be some level of pride in the airline and customer service. Both in and outbound flights had dirty, broken amenities and poor food, the food was dry even when some of it swam in a pool of what can only be described as water not gravy. Non-existent cup holders, sloping trays and broken peeling armrests!
My outbound flight, over and above the poor amenities saw my coffee served on someone else's dirty dinner tray. Cabin staff did not control rowdy passengers even though requested to do so by myself and other passengers.
My inbound flight caused me to have a full PANIC ATTACK, advising me that my connecting from Kigali to London had been amended to depart 14hours earlier than scheduled, giving me no way to connect to London. It was only after I had suffered the panic attack that a mail was received saying to disregard this. Appalling and stale food, broken amenities.
In all my communication with staff the only platitudes I got was "Sorry for that!" My emails have gone largely unanswered, the ones I have received have been along the lines of "Sorry you didn't get the experience you expected!"
If anyone has had a panic attack, you will know the physical and emotional stress this puts on both the mind and body!
If you are into Nightmares - by all means fly Rwandair!

I wouldn't even give one star. The worst airline I've ever dealt with in my whole 39 years of life. Flight time was changed twice before being cancelled altogether the day before departure. No alternative flight offered (eventhough they state that they routinely do, on their website) and no compensation, even though I had to pay an extortionate amount of money to book a new ticket with a different airline on the day of travel. I discourage anyone from travelling with Rwandair.

Rwandair is the most useless and horrible airline that even the worst airline are better than it that's how terrible they are. I arrived on time for my flight from lagos nigeria to London with a stop over in kigali but can you imagine they closed the check-in desk before it got to i and my friends turn the Rwandair lady said that the flight is full and they not checking in any luggagers so I walked up to the lady to ask her what we do with how bags she replied I should stay with my bags in nigeria or fly without my bags because I have an online boarding pass and she walked off to hide because she knew what she had done. I had to jump on the flight without my luggagers which is at my mum house waiting to be shipped to me in london. In kigali the flight was cancelled with no reason so we had to spend a night in kigali. I have opened a case on them already. Am so furious and angry. I don't have my bags and my aunt medications are in my luggage. Please people do not fly that airline.

The worst airline I have ever travelled with. I bought nine business class tickets LHR to Nairobi return. They rescheduled two of the four flights. They cancelled the Kigali to LHR flight - then we had to checkin at an airport hotel, travel the next day with Ethiopian airlines with a five hour layover. Nightmare.
They changed the type of plane several times; so even though we checked in online, they changed the seat allocation.
They have refused compensation for the cancelled/delayed flights!!!

So my husband and his brother are currently catching a flight from Lagos. They got to the airport on time and their closed the gate without getting their luggage to go with them. They closed the gate at 13.30 for a flight that is taking off now. This is disappointing because their customer services on board as well as the airport are a disgrace now in 2025 it feels so backward. I have flown the same airline last year I will attach the video . My husband and his brother only have their hand luggage as they were not allowed to bring their luggage. They were told at the airport that they are lucky they had checked in online. By they way they had arrived on time.

Worst Airline! I would never fly with this airline, even if they paid me. My flight was changed over 4 times before departure. My baggage was missing on both outbound and inbound flights. My return flight was rescheduled while half way through the journey, leaving my family and l stuck in another country overnight. Food is horrible, airhostess lack good customer service. The only good thing is that one of their captain goes round the plane welcoming passengers on board, unfortunately that gesture seemed to go unnoticed because the passengers are already frustrated with the several flight changes and just want the plane to take off.
I would not recommend any one to fly RwandAir

A 9 hour delay on the second of January cost me an extra £30 parking at Heathrow, due to your delayed flight WB710. The airline as declined to pay this as they want me, the passenger to provide - "Reason of delayed/cancelled flight". But they know this already.

Rwandair - WHY DO YOU KEEP CHANGING FLIGHT TIMES LIKE ITS A BUS OR TRAIN STATION YOU’RE RUNNING?! Flight times were changed FOUR times, the last change was at about 1am so those that weren’t up at the time missed the earlier flight which had been advised. Luggage was also left behind in Kigali and brought to Entebbe 2 days later, such an inconvenience!!!!! They don’t have a brand/reputation to protect, just winging it as they go along.

If you can afford it, please use a more reputable airline like Emirates, KLM etc. they are slightly pricier, but you do get value for you money and can be assured your flight will be happening as planned.

Bonjour,
je met une étoile, parce que pas possible de mettre 0 :
- Retards considérables sur cette compagnie, 6 heures et plus
- Refus de communiquer (les 1ers mails passent correctement, et ensuite tous vos mails suivants sont rejetés)
- Indemnisation non reversée, pourtant vol en partance de l'union européenne. Lors de la rencontre physique, il a été dit qu'un virement de 600 euros serait fait au bout de 21 jours suite à la transmission de copie du passeport et du rib, mais rien n'a été viré en suivant, silence radio et rejet systématique de tous les mails qui leur sont envoyés.

Compagnie peu sérieuse à éviter

Prise en otage des clients depuis Bangui (le 27/12/24) où aucune information de 12h à 17h. J'étais obligée d'aller voir le chef d'escale pour lui rappeler de penser à donner de l'eau aux clients (5h de retard).
A Kigali, pas d'indication pour l'hôtel puis 2 navettes pour tant de clients quasi impossible ! (Sécurité nulle)
Le samedi 28/12/24, navette en panne où l'on nous demande de descendre pour pousser !
RwandAir est pour moi Air-Peutêtre ! On ne sait pas à quelle heure on arrivera ! S'il faut prendre un avocat pour mon remboursement et le dédommagement, je n'hésiterai pas ! Voici mes Réf. : UH5FJU

Dec 2024
Our flight was delayed for more than two hours then our next flight cancelled. We had to wait for more than 14 hours and the next flight also delayed for two hours.
There has been no communication at all. We have been lost and not knowing where to go. Their staff was very disrespectful and no refund has been made to us. We currently stuck in Rwanda without an idea whether we shall be leaving or not.

Lost my hand luggage after the hostess asked me to take it to the checked in bags. More than 10 people only in our flight lost their bags. Their employees in Joburg are useless. Because i asked her many times if my bag will be safe because it jad no name tag..Fly at your own risk