| This was our first time flying Rwandair and had chosen the airline due to a combination of directness of flight and price for the Lusaka - Tel Aviv route. Booking went well. Then on Thursday 8 January, the day of the flight, we received word 4 hours before our flight when our bags were packed and we were preparing to be at the airport 3 hours early that the second leg of our flight was canceled. The customer service rep explained they could put us on another flight on Friday 9 January arriving later Saturday 10 January. I explained that this was not possible as we had to be in Tel Aviv by 9 January as we were booked into a hotel with our tour starting early 10 January. Obviously this next hour was stressful but the Rep was able to find a flight using Turkish Airlines flights TK606 Kigali to Istanbul and TK786 Istanbul to Tel Aviv that would get us to Tel Aviv later on Friday 9 January. We were relieved and thankful for the kindness and hard work shown by Rwandair's Rep in making our tour possible. Upon arriving at Kenneth Kaunda Airport everything seemed to be going well until we entered the boarding area, only to find out the flight, WB107, was delayed. We were told the flight was delayed by 1 hour, then the 1 hour delay became 2 hours and then 2 became over 3 hours. Frustrated and tired we finally left Lusaka. This delay put pressure on us to make our connecting flight out of Kigali. Fortunately Kigali airport staff were able to rush us through security and we made our connecting flight after running through security. We were exhausted and stressed by all the problems but thankful to arrive in Tel Aviv in time to enjoy our tour. But things were to be even worse on our return flight. We were to leave Ben Gurion airport on Rwandair WB503 at 00:01 Friday 24 January. Again this flight was delayed by 1 hour. But given what had happened when flying with Rwandair to Tel Aviv on 8 January we were not surprised. We also knew that we had a 4 hour window between flights. We arrived in Kigali and were prepared to leave on flight WB106 at 10:10. As we waited in the boarding area it became apparent that we would be delayed again! This meant that except for our connection through Turkish Airlines every Rwandair flight going to Tel Aviv and coming home was delayed. Communication in Kigali was not good. Initially we were told not to worry as the delay would be 1 hour. But after much miscommunications and frustration our flight was canceled. Some passengers were angry and others crying. Finally we were told the aircraft was grounded due to technical difficulties and we were rescheduled to fly out on WB112 at 23:10. We were thankful that Rwandair decided to calm things by sending us to a hotel so we could rest, freshen up and have supper. But we couldn't believe that even after all this our last flight was delayed by about 1 hour. We fly Toronto to Lusaka four times each year. We have done this for the last 8 years. We have flown many different airlines with only 1 incidence of a delay. But our experience with Rwandair has taught us a this lesson - never fly with Rwandair as you will never know if they will be able to keep their commitment to get you to your destination in a timely manner. I want to be clear - We had no issues with the on flight service and would recommend Rwandair in this regard. But being able to keep time and deliver passengers to their intended destinations on time is of first importance.