RwandAir Opiniones 

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.

I read the awful reviews of Rwand air only after I'd bought flights to Harare via Kigali return. Prior to departure I was sent several cancellation messages regarding my outgoing flights from LHR to kigali, and the internal flights were also rescheduled... luckily I was able to accommodate these changes without too much disruption to my other travel plans. My flight from London was uneventful and left on time. However arrived in kigali to be informed internal flight cancelled . New flight leaves 12 hours later??? So chaos regarding my plans for Harare arrival. Reason given, technical problems with the aircraft? I just pray the flight ✈️ rescheduled to depart kigali at 10pm actually leaves? Put up in decent hotel for day with room and food.... but such an inconvenience and must be costing the airline...... I'm not sure I'd use rewandair again sadly.

This flight company is a joke!!!!My flights were changed 5 bloody times, the worst part is that i am yet to travel k font even know there will be a flight and all this time you are expected to adjust yourself…. Yea right… flight from Nairobi to Brussels.

Extremely Disappointed with RwandAir – No Response, Missed Connection, No Accountability

I had a confirmed ticket on RwandAir flight WB108 from Kigali to Johannesburg on April 1st, scheduled to depart at 10:30 AM. Without any proper explanation or timely notice, the flight was suddenly rescheduled to 10:30 PM — a full 12-hour delay.

This caused me to miss a fully paid connecting flight from Johannesburg to Cape Town at 6:10 PM on the same day. I immediately contacted RwandAir via both emails attached all necessary booking references and documents — but received absolutely no reply.

This level of customer service is completely unacceptable for any airline. Not only was I given no assistance, no compensation, or even a simple acknowledgment of my complaint, but my travel plans and expenses were severely affected by this irresponsible change.

I expected better from a national airline. I strongly urge others to think twice before booking with RwandAir if reliability, communication, and customer support matter to you.

Very poor level of service. Had a cancelled flight back in January. I still have not received compensation despite chasing many times and been told it will come.

WB710 (Kigali to London) – Flight was supposed to be on 12th January 2025

Rwanda air is the best if you're going to uganda, I had the best experience and would like to congratulate you from my flight pleasant to and from Heathrow airport.

The worst airline ever , delayed in Kigali for >24 hours. Deceitful,lies and disregard for humanity etc. We were put in a dingy dirty hotel at 2AM ( when they knew well ahead of time that they would be no flight to London) with no running water. More than 24 hours later we flew to London, no apology for the delay. Rwandair! Never again !!!!

Poor Customer Service and Flight Cancellations – Avoid RwandAir

My experience with RwandAir was extremely disappointing. My flight from Rwanda to London was originally scheduled for 4th March at 9:30 PM but was changed to 10:30 AM on the same day with less than 12 hours’ notice. Later, it was cancelled altogether without any explanation, and there was no one available in customer service to provide assistance or reasons for the disruption.

I received an email in the afternoon informing me that the next available flight was via Kenya, departing on 5th March. As a result, my journey took over 22 hours, and I finally arrived in London at 8 PM on 5th March.

Throughout this ordeal, RwandAir’s customer service was non-existent, and they refused to offer compensation. The lack of communication and support made the experience incredibly frustrating. I would not recommend this airline to anyone.

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!.