RwandAir Bewertungen 

I am making a formal complaint regarding the unacceptable handling of our return journey from Kigali to London. I travelled with my two cousins.

Our original flight on Friday 2 October was cancelled without any adequate explanation. The replacement flight on Saturday 3 October was boarded, but after approximately three hours we were removed from the aircraft due to an alleged “technical fault”. We were never told what the fault was or why it could not be resolved, and the flight was cancelled.

Throughout the disruption, no food, snacks, water or drinks were provided, despite hours of waiting. We were also not given the regular updates required under RwandAir’s own passenger-service policy.

We were informed of the cancellation at approximately 01:50, reached the hotel around 03:00, were woken at 06:00, and were rushed out shortly after breakfast, leaving virtually no meaningful rest. My cousins had work and university commitments the following morning.

The replacement flight on Sunday 4 October was then delayed by approximately another two hours.

I am also formally complaining about the extremely poor attitude of the supervising staff member, failure to follow procedures, and non-functioning aircraft screens.

I am seeking all compensation legally
SAVE YOURSELF THE TIME AND STRESS, its cheap for a reason, if you’re reading this, DO NOT BOOK WITH THIS AIRLINE IF YOU WISH TO DEPART OR ARRIVE ON TIME, poor customer service, stinky attitude across all members even in the airport itself, i cant write any further im lost for words, just dont bother, never using or recommending

The worst airline, they do not refund even if you tell then 48hrs before your flight, cheap airlines are scammers indeed. The support is run by a Ai Bot, all the emails do not work.

One word. PATHETIC

Worst airline I have ever flown with. Avoid at all cost! If you literally have any other option, take it. They have canceled and rescheduled my flight. But sent zero communication until I got to the airport. Then they cancelled my flight again, again with zero emails or communication to tell me until I get to the airport. Horrible service. Horrible communication. Very poor excuses for canceled flights. Just book with any one else. Walking would be faster

Ripped off with 5 other passengers with hard 90 minute cut off at Heathrow - I arrived 88 minutes early so missed the suggested arrival time by 2 minutes and they had already shut all the counters. Staff called supervisor and expected to allow without cases but supervisor said no and was too chicken to face us or talk to us when no reasonable explantion given it was quiet at the airport today. So wouldn't let me travel even without a suitcase! The staff were so embarrased they all went off and hid from us and left us there. Customer service was closed in the UK... No way the "dream of africa". More like "the nightmare". Awful. Still in shock!

The worst airline ever. Travelled with them and had carried perishable food fish and chicken. My luggage was delivered 5 days later with everything rotten. Did them a mail to compensate me and they did not even bother to respond

⭐0 STAR — AVOID THIS AIRLINE

One of the worst travel experiences I have ever had. I travelled from Africa and four pieces of our luggage were left behind, and to this day, no one has properly contacted us or provided a satisfactory update.

What is even more shocking is the terrible customer service. There has been no sense of urgency, no proper communication, and no accountability. Customers are simply left to deal with the stress and inconvenience themselves.This is completely unacceptable for an airline. People spend a lot of money travelling and should be able to trust an airline with their belongings.
I strongly advise people to think twice before booking with Air Rwanda. No traveller should have to take this kind of risk. In my opinion, the airline urgently needs serious improvement in its baggage handling and customer service. If this level of service continues, the relevant authorities should seriously investigate the airline and consider whether it should be allowed to continue operating in this manner.

AVOID AND DO NOT RISK LOSING YOUR LUGGAGE AND BEING LEFT WITHOUT SUPPORT.

Biggest pile of rubbish going. I purchased a ticket through Rewanda Airlines. To go to Uganda. Now I fly from Manchester with Qatar. Who they work in connection with. On my returning leg from Uganda to Manchester. I had to connect to Qatar again but this time go through Rwanda. I thought it was strange that they never gave me a boarding pass at Rwanda. But I found out why when I got to Qatar. The issue was that they had not even booked me a seat on the connection flight home. Qatar Airlines who are probably the best going. Scrambled around and got me on the plain in the end. So WTF is Rewanda Airlines all about? BE WARNED AND DO NOT FLY WITH REWANDA AIRLINES?

Catastrophique ! Vol annulé à l'aller et au retour pour un séjour au Kenya ! Nuit passée dans un hôtel à Kigali à l'aller et au retour. L'hôtel était rempli uniquement par les clients de différents vols rwandair annulés !!

AVoid this company paid for premium seats did not receive them because my flight got cancelled last minute changes of flights delayed flight for over nine hours you can never get anyone anywhere when I call the UK number. They give me emails that bounced back because the emails are too full, rather use your money somewhere else.

My children and I flew return from Johannesburg to London, via Kigali, in June/July 2026. It was a disaster from start to finish. We endured a flight cancellation, multiple flight time changes, and almost complete non-responsiveness from the Rwandair customer services team. I paid for premium economy seats on the outbound journey, however the plane was changed and the new plane did not have a premium economy section so we were given normal economy seats. I've followed up at least 3 times regarding the EUR150 refund that is owed to me as a result and have been completely ignored. AVOID avoid avoid.

In December 2024 we used Rwandair for a return flight, London Heathrow to Entebbe via Kigali, and were pleasantly surprised how nice the plane was, the comfort of the business class cabin, and friendliness of all the staff. So much so that we booked with them again for a return flight London Heathrow to Nairobi via Kigali.
What a difference! The plane was much older, and it showed. The business class cabin had signs on 8 of the seats saying "Seat inoperative do not occupy", and the seats without the signs were no better! For the price of the seats, you at least expect them to work, and have more room!
The entertainment system had 1 or 2 films from the 2020s, but most were easily 5, 10 or 15 years old. The food was dry and tasteless.
The one plus point was the staff, all working hard to provide a better experience in difficult circumstances.
I will not be using them again!

I even dont know where to start. Flight rescheduling and leaving u stranded. No hotel nothing. Extra paid for upgraded seat in premium economy. At the airport on seat 32H. Etc etc. Its a disgrace WTF is this CEO!!!??? Shame on u

Worst company I’ve ever had to deal with

2 cancelled flights £0 compensation. 24 hour delay £0 compensation. I had £273 fee for trying to contact them as they do not answer emails or WhatsApp so I was forced to call, then because of the amount of time on the call I was charged that, they haven’t refunded me.

I wouldn’t fly with this company if my life depended on it

My experience with RwandAir’s customer support was extremely disappointing. Reaching someone for assistance was difficult, responses were slow or nonexistent, and communication was poor throughout the process. It felt like getting help was far harder than it should have been. Based on my experience with their customer service alone, I would be reluctant to book with RwandAir in the future.

One of the worse airline I have ever come across, they set Whatapp line, they never attends to it, they don't reply to customer services, I have written lots of email about my compensation and my seat refund to no avail and no response . The management of this airline should be reprimand for dubious transaction which is zero .had lots of problems in Kigali going to Lagos they actually overbooked and kept some people in the hotel, which does not guarantee flying the second day. am still on my refund with this good for nothing air line. NEVER AGAIN.So people should watch out especially elderly and people with children. what is the purpose of having good plane on international country ground and using downsized airplane in Africa to ply international route.Seriously bad management and careless when they get to African soil. TOO BAD.

I booked my honeymoon to Zanzibar for two weeks and was flying with Rwandair which I had booked seats for all 4 flights (including 2 connecting flgihts). RwandAir changed the flights on the way home which was two days after we checked out of our hotel. I received full refund for our holiday from TUI but I received no refund or replies after multiple email to RwandAir customer service for my seats.

Reply from the Sales Office asking for receipts which led to a reply of you need to contact TUI for a refund ticket which TUI had already requested from Rwandair.

Its been 10 days since my last email and no reply.

Awful customer service.

I rarely leave negative reviews, but after my experience with RwandAir, I feel it is important to warn other travellers.

From the very beginning, our journey was disrupted. Our original outbound flight was scheduled for 18 June, but RwandAir changed it to 16 June due to "operational issues." To this day, we have never received a meaningful explanation of what these "operational issues" actually were or why such a significant change was necessary.

Unfortunately, the problems did not end there.

Our return flight was originally booked for 3 July, but RwandAir changed it due to operational reasons. We then received multiple conflicting notifications, with our return first being moved to 4 July and then again to 5 July. Even after several emails requesting clarification, we struggled to obtain clear, definitive confirmation of when we would actually be flying home.

These repeated changes have caused significant stress and anxiety for my family. Instead of enjoying our holiday, we have spent our time worrying about whether our flights would change again, whether we would need to find additional accommodation, and how we would cover the unexpected costs created by the airline's decisions.

What has made the situation even worse is RwandAir's customer service. Despite sending polite, detailed emails asking for clarification, confirmation of our itinerary, and an explanation of how the airline intended to cover the additional accommodation, meal, transport and parking costs resulting from its schedule changes, our emails were either ignored or received responses that failed to answer our questions.

We travelled as Business Class passengers, expecting a premium level of service, communication and customer care. Instead, we experienced exactly the opposite. The entire experience has been disorganised, stressful and deeply disappointing. The premium cabin means very little if the airline fails to provide even the most basic standards of communication and customer support when things go wrong.

In all my years of travelling, this has genuinely been the worst airline experience I have ever had. An airline's true quality is measured not when everything goes to plan, but by how it looks after its passengers when disruptions occur. Sadly, RwandAir has failed that test at every opportunity.

I sincerely hope RwandAir reviews its customer service, communication procedures and the way it handles passengers affected by operational disruptions, because our experience fell far below what anyone should reasonably expect—especially from a Business Class service.

Based on our experience, I cannot recommend RwandAir to anyone. If you value reliability, communication and customer service, I strongly advise choosing another airline, unless you like to waste money unnecessary.

My experience with RwandAir has been extremely disappointing. My flight was cancelled, and I have been waiting for my compensation since February. Despite sending several emails and repeatedly trying to get an update, my messages have been ignored or left without a proper response.

Keeping a customer waiting for months after cancelling a flight, without clear communication or a resolution, is completely unacceptable. The lack of transparency, support, and customer care has been extremely frustrating.

I have given RwandAir enough time to handle this matter, but they have failed to provide any meaningful solution. Customers should not have to chase an airline for months just to receive the compensation they are entitled to.

I would not recommend RwandAir based on this experience. I hope they take responsibility, improve their customer service, and treat passengers with the respect they deserve.

I had a very disappointing experience with RwandAir during a transit through Kigali. The flight itself was not particularly bad, but the issues at the airport were unacceptable.
The transit and security checks were extremely disorganized and stressful. However, the most troubling part happened at the gate. Instead of a routine check of passport and boarding pass, staff questioned my right to enter the UK, where I have been living for 13 years.
Despite showing multiple valid documents—including my UK permanent residence status, UK driving licence, and official UK government proof—they continued to challenge me without clear justification. It felt unnecessary and unprofessional, especially given the amount of evidence I provided.
When I asked them to clarify their concerns or purpose, I received no satisfactory explanation. This experience left me feeling frustrated and unfairly treated.
I would not choose to travel with RwandAir again.