Rwandair

✅ Trip Verified | Johannesburg-Kigali 19 September 23 on a Boeing 737-700. Afternoon trip with a short stop over in Lusaka. Accessed easily the nice Bidvest lounge in JNB thru my Dream-miles status at the airline. Given 3 seats in the first row after business class section made me doze off. Luggage recheck-in from a previous flight in JNB and check-in was smooth. On time. Special meal accommodated: had requested seafood meal which was good. No red wine, but a few drink options (including white wine) was generously supplied. Lots of food, all tested were good, hot dishes. Luggage handled excellently. Cant fault anything apart from poor/lacking IFE which I did not use anyway. Staff on board talkative, caring, and charming. Rwandair need to be in a bigger alliance for smoother luggage auto-transfers and reciprocal benefits. Their present cooperation with Qatar Airways does not work well.

✅ Trip Verified | A horrible experience no one will ever wish to experience after paying an exorbitant charge. Very poor service. Staffs on board looking very angry and not willing to assist. Seats are very uncomfortable and aircraft itself looks very dirty from inside. The worst of it all is after getting to Dubai all my luggage couldn't be found and there wasn't any one to give an explanation. Only one hostile representative from the airline who wasn't even willing to assist anyone of us as we were over 50 persons with delayed luggages simply ask us to present our selves at the dnata luggage lost area. With all these huddles dnata promise to call once luggage is received but no one ever called and when I called them all they said was luggage is ready you can come collect it as per Rwandair they will not deliver any luggage which is delayed. What an insult to the customer. I will never again try such horrific experience

✅ Trip Verified | Unsatisfactory performance from Rwandair which has failed to maintain their standard of service under the contract term and conditions. I have traveled with Rwandair for the first time and I am very disappointed with the service. I had an unpleasant and upsetting experience especially traveling with an infant after realising our transit was increased 7 hours. The increase was said to be caused by our flight connection which has been brought forward from 22.30 to 18.00. We were notified by the agency about the flight changes and were only given 12 hours notice to get to Nairobi Airport otherwise we would miss our flight. I had to pay extra money to change my flight from Mombasa to Nairobi just to be there for 18:00 departure. When we arrived at Nairobi we spoke to the manager and she said we are sorry but when you get to Kigali we will accommodate something as you have long hours of traveling with children including an infant. When we arrived at Kigali it was denied that the flight was changed and was forced to wait for 7 hours. Out of our frustration we asked for manager and we’re told they is no manager but assistant manager will come to see you. He turned up after two hours and stated that there was nothing much can be done. Disgraceful he was and un apologetic he did not even acknowledge us. We requested to have hot water for the baby and it took 45 minutes to get. Out of exhaustion and frustration especially after we ran out of baby’s hot water I felt humiliated by Airline and the manager, I have paid for the service and not receiving what I paid for. Very disappointed.

Not Verified | It was the worst airline I used and I can never recommend to use it. The customer service is worse, flight delayed for more than 4 hours. We received damaged luggage and the airline refused to take responsibility

Not Verified | I have never seen such a service. The flight delayed 3 times and then cancelled. They took the passengers to the hotel next to Kigali Airport and said next flight is tomorrow and then it is cancelled too. I am told that tomorrow will have a flight however still waiting in the hotel. Never again with Rwandair even though they are cheaper 10 times than others - headache only. No customer service.

Not Verified | Very bad airline, they don't think about customer satisfaction. Just money minded that they use the plane for cargo instead of carrying customers baggage and end up leaving customers things behind that one need to check in a hotel just to wait for 3 weeks to get this bags. Never in my life will me or my generation use this airline again. And they even lie the bags will arrive in a day - very bad.

✅ Trip Verified | Flew KGL-DOH 12th June 2023 on an award ticket from Qatar Airways. The Boeing 737-800 aircraft was aged but clean and well maintained. Night departure, departed on time. Luggage labelled and transferred correctly. Earlier, I complained to Rwandair that they had deprived lounge access to QR (their partner!) gold card holders. They responded swiftly in Kigali, and status-matched me to gold on their own Dream Miles program enabling me to use their lounges, e.g. in Kigali. Their Dream lounge in Kigali is quite good, though far from World class. Seat choice limited at booking but at check-in everything was possible. Was assigned seat in row 5 just after business class. Later, I negotiated with the cabin crew to grant me one of their two occupied sections (3 seats in a row) though next to toilets in the very rear. Generously, they agreed upon some internal discussion, as they would now have to squeeze while I could stretch out. The crew were all great apart from the arrogant chief purser. I had preordered seafood and was given a large, delicious portion of two salmon steaks. My name and a few details were handwritten on a sticker placed on the cover foil. This “SFML” option is available on many African airlines which supersedes most other carriers. Drink rounds were frequent and wines were of fair quality. IFE was useless as monitors are few and shared; thus no option apart from watching an American teenage movie. Seats are spacious and footrests helps. Pillows, blankets, headsets given to all. Recommended, despite tickets are pricey on this sector. Business class seats are spacious, but just recliners: hardly worth the extra costs compared to economy.

✅ Trip Verified | Delayed luggage and poor efforts to retrieve luggage. I boarded a Rwandair flight from Dubai to Lagos on 14th May and on arrival my luggage was delayed. Today is 20th May and I am not connected with my luggage despite several calls and emails. I had to purchase most of the items in my box because I was arriving for my marriage. This was after a combined 5 hours delay at Dubai (3 hours after technical issues with plane) and 2 hours in Kigali during the connecting flight.

✅ Trip Verified | Flew DOH-KGL March 2023 on a Qatar Airways award ticket. The B737-800 aircraft was aged; interior was at times taped together. Flight on time. Check In and transfers was difficult as Rwandair is less known by legacy carriers and even their QR partner could issue me a BP or transfer the luggage to Rwandair. Onboard, Rwandair delivers good atmosphere, FA’s are plenty, attentive, professional, well-rested, and accommodating, e.g. allowing me for seat changes twice as I eventually found 3 seats in a row. They are generous on supplies throughout this night flight, at least 4 drink-rounds. Acceptable wines, Heineken beers, and a ½ liter bottle of water was provided to all. Food was again much better than most other airlines in economy: I had my pre-ordered special seafood meal served onboard as the first. More foods, including hot dishes, could be requested. The coffee served was a very good instant coffee from Rwandan “Gorilla’s Company”. Entertainment shared with one tiny monitor shared by 9 seats, no individual option. Headphone provided to those who wanted. Luggage delivered in Kigali 2 days later upon my consent at the gate as time of short transfer had almost elapsed and the incoming Qatar Airways delivering the luggage had refused/failed to relabel it prior to departure. In Kigali, I had to go through PIR reports and return to airport myself and pick the two items. Expensive tickets, but the airline is recommended as they render value and warm hospitality.

✅ Trip Verified | This is the worst airline to travel with. I was pregnant and there was a delay of 8hrs then again from Kigali another 5hrs, they claimed that the flight to Nairobi had already gone. On arrival to Nairobi my suitcase was missing which I later got after 2 weeks of me following up, they were not answering calls or replying to emails, I had to go again to the airport to check what was going on. The worse came on my return as they changed the timing and no communication, still again they couldn't find travel confirmation in the system and the supervisor was saying I cant travel, on asking the question of how I travelled using the same itinerary he couldn't answer, only after calling customer service to confirm my booking was I was allowed to leave with 30 mins before my flight. I think you should work on your customer service and efficiency, that was an eye opener of a mismanaged airline. I will never ever fly or recommend this airline.