RwandAir Opiniões 

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.

Une etoile non méritée, notre vol aller a été décaler de 24 heures et nous sommes à la 3 eme modification,s de notre vol retour !
La classe business ne correspond pas aux images du site internet, l'avion était plutôt vieux, impossible de remettre la tablette et impossible aussi de mettre le fauteuil en position lit...
De plus aucun retour du service client et le numéro donné ne correspond pas.
Fuyez cette compagnie.

Avoid if you have fixed travel plans. RwandAir cancelled our outbound flights to Zanzibar two weeks before departure for unspecified ‘operational reasons’. The only alternative they could offer was three days earlier than our booked date, which would mean paying for additional nights at a five star hotel out of our own pocket, a cost they are obviously not covering. This was a honeymoon booked six months in advance as a package holiday, and the cancellation has caused enormous stress and put the entire trip at risk. An airline is only as good as its reliability, and on that measure RwandAir has failed completely.

Everything went wrong . I travelled with Rwandair in March to Zimbabwe after Emirates cancelled my flight and they swapped me to Rwandair..oh my world ! I have never experienced such ignorance in my life . They cancelled my flight when l was already inside the fight in Harare, after cancellation then, starting from scratch again, my suitcase wheels were already broken. Nothing was right from customer service in Harare to Kigali . After cancellation when l spoke to someone who was in charge in Heathrow Airport about my local bus tickets arrangements that were cancelled due to their chaos , they didn't want to listen . I ended up borrowing money for travelling to Leicester. However, when l got home l sent them emails and messages on WhatsApp but no one responded at all till this day. Use Rwandair at your own risk! They don't care about anyone.. but, they only want your money..after that they don't want anything to do with you ! I am still shocked about their poor , heartless service till this day they don't have any humanity whatsoever.

I would give Zero if I could , I have a compensation claim as the staff had no clue about biometric visa and denied boarding . Once UK were involved a flight was sorted the next day but I had to pay and was advised to claim back however they have ignored emails and even ignored the small claims court ….. awful service looks like bailiffs will have to go to an airlines office shocking

My wife flew back to Kigali on Sat. 30th May from Dar es Salaam on an economy award ticket. Aircraft was upgraded from a Dash 8 propeller to the much larger B738. Flight was preponed 40 Minutes, which was well informed 2 days before departure. Check-in in the new Terminal 3 was a breeze. She was treated with outstanding courtesy and respect. They granted her the likely best seat (row 6, 1st row behind business class). Three pieces of luggage inscribed with ease; and access to the newer Twiga lounge (3rd party lounge) was given for free - an unexpected courtesy of the airline. Onboard, seat was spacious and nice, full catering service despite just two hours in the air. A preordered seafood meal was served impeccable without reminds. Staff were courteous, expedite and spoke well all the four Rwandan main languages. Flight arrived early, all luggage arrived. A very pleasant trip where everything went well and far beyond expected.

There should be a zero star rating for this entity. They are not fit to be called an airline. I'd imagine 95% of people who buy from this airline are transiting and buy simply because of the price, the other 5% are unlucky enough to have a reason to fly to Kigali as their final stop.

From the old terminal in Kigali that looks like something out of the colonial era to their disjointed ground operations, the whole operation is a shambles.

Buying a ticket from Rwandair is a fool's paradise. You will end up spending more than the cost of a ticket from a proper airline.

J'aurais aimé mettre un ZÉRO....
là je suis sur le chemin du retour sûrement que je vais perdre mon argent parce que RwandAir a modifié les horaires du voyage pour 21h50 mais les enregistrements eux fermés à 20h donc personne en place pour donner les informations.

Dommage de jeter l'argent par la fenêtre et obligé d'annuler le voyage retour. Avec cette compagnie il y a beaucoup de choses négatives.

RwandAir are extremely unreliable. I booked a return flight from London to Harare and they kept reshuffling and cancelling the flights. In the end I left a day late from London and got stranded in Harare. Their customer service were not available over the phone and they did not help with the extra bills.