✅ Verified Review
| This was the worst experience I've had with an airline. We arrived at the airport 2 hours before our scheduled departure time. We tried as much as possible to prepare before and looked online for baggage policies and any online check-in options. When we arrived at the airport there was an employee in the RwandAir line who was checking baggage weight before we got to the check-in counter. On the RwandAir website it clearly states that baggage allowance is 30kg. We were well under that weight for both bags so we figured we were okay. To our surprise we were told that our bags needed to be under 25kg and that one bag was overweight. We were told we would need to get out of line and go remove some items from one of our bags. We complied and went back through the line which was moving extremely slow. Several people were just going straight to the front of the line which seemed to be okay with the staff. By the time the line finally started to move we were getting extremely close to the check-in close time which was one hour before departure. Even after mentioning this, the staff member moved at the same slow pace and seemed to have no clue how to process my ticket. We had no special arrangements or tickets, yet she spent a total of 18 minutes trying to figure things out. By the time she finally finished processing our boarding pass she tells us that it is 7:18 and boarding closes at 7:20! We luckily were able to cut through the security line and make it there in time. When we arrived for a layover at the Kigali airport the Rwandair staff was no better. The staff member at the Joburg airport told me that I would need to get my boarding pass in Kigali (even though I already had a mobile boarding pass). When I arrived in Kigali the staff member seemed to have no clue why I didn't have a printed boarding pass from Joburg (even after showing him my mobile boarding pass) and took about 20 minutes to issue me another. When we finally got onto the plane our flight ended up being delayed one hour due to us waiting on passengers (who never arrived) from another incoming flight which was also delayed. We waited on a HOT plane for over an hour. Our original flight and e-ticket stated that our flight was to depart from JNB with a layover in Kigali and final destination to Accra. To our surprise, when were on the plane the captain announced that we were heading to Lagos, Nigeria. I panicked thinking that we were on the wrong flight and asked the flight attendant if we were headed to Accra. He told me that we were but were going to stop in Lagos to drop some passengers off first, so we just needed to stay on the plane. Not once was this communicated either in an email, at the ticket counter or on the airline screens. You'd think that this would be something that was mentioned. We arrived in Accra almost an hour later than our expected arrival time.