✅ Trip Verified
| Rwandair cancelled and rescheduled our flights multiple times and did not reissue our tickets - which made it difficult for operating carrier (ET) to find us in the system and check us in. After RW assured us that they have fixed our tickets, they again made changes to our returning flight from Kigali to Addis without informing us. We purchased a direct flight from Kigali to Addis departing at 16:20 and without informing us prior, they changed the flight to 15:15 (one hour earlier) with a stop in Bujumbura. When we arrived at the Kigali airport, Rwanda airline representatives were not transparent with us about the stop in Bujumbura and the change of the flight times. When we wanted to receive some answers about the flight time changes and the sudden stop in Bujumbura the airport staff became rude and tried blaming us for this situation (this discussion took place at 15:09 - and they seriously wanted us to proceed through security and immigration) when the departure time was 15:15. When I asked them if the aircraft is still there and if it will wait for us, they did not give me an answer. Hence we were not able to board the flight because of their failure to inform us about the flight cancellation and rescheduling - incredibly enough they did not want to take responsibility and in all seriousness told us that we had to purchase a new ticket for $900 per person! After holding us at the airport for 9 hours without eating and drinking we spoke with airport security who finally decided that the airline was in the wrong and pressured the Rwandair staff to put us on a new flight (which was their responsibility all along). Rwanda Air is incredibly incompetent and unprofessional in providing customer support and service and have absolutely no training in how to treat their customers. Throughout our nine horrific hours at the airport, we were harassed by Rwandair staff - and called "liars who wanted to miss our flight" by the head of Customer Relations himself. They put us into an incredibly bad situation and took no responsibility until they were forced to by airport security. In addition they lost our luggage (it never left Mumbai and it is nowhere to be found), which still has not arrived in Addis. Do not take this airline, because you do not want to be stuck in their hands when they make mistakes and are unwilling to correct them. Simply a horrific experience.