✅ Trip Verified
| Flew Rwandair from Harare, Zimbabwe. to London, UK. via Kigali. My children’s allergies were not taken seriously. They both have anaphylactic reactions to various food. I struggled to get suitable meals for them and my children were given nothing but fruit at times yet hot meals could and should have been prepared for them. I checked in Kigali if they’d have their correct meals given to them and was reassured everything had been sorted. To my surprise nothing had and staff didn’t know if allergens were in the meals they were serving. You are only asked if you want 'beef' or 'chicken' and won’t know till you open your meal if it was spicy or not. I tried to swap my child’s meal as they’d been serving beef curry with pasta and a creamy chicken dish with rice. All I’d been told was 'beef or curry' by a very rude member of staff. I asked if both my kids’ untouched and unopened meals could be swapped with chicken but the vile member of staff argued with me saying the meal which he hadn’t tasted himself, wasn’t spicy! What could have been resolved in seconds took longer than necessary. He challenged me in an aggressive tone, which was completely unnecessary. He reluctantly agreed to swap the meals over. He’d told me there were no other meals for my children so I based my choice on guess work. Had I known in advance that my children’s dietary requirements wouldn’t be met on such a long flight, I’d have spent my money elsewhere. Other than that there were several stops and delays on our way to Zimbabwe. Seats were double booked from Kigali to Lusaka. On our return we struggled to find seats with our children and staff announced that passengers should sit wherever there was a seat. Staff made sure toilets were clean but they could have at least changed gloves as they wore the same gloves they’d been wearing while serving food. The plus side is: one of their meals was delicious, their flights are generally more affordable than most but that comes with a price. Rwandair has more luggage allowance than most in relation to Zimbabwe, staff on our way to Zimbabwe were friendly and approachable aside from speaking in their own language, they also kept passengers well hydrated considering the heat. It would be helpful for staff to carry a laminate list of ingredients as none of them seem to know what’s in the food they serve and it would be helpful to actually say to passengers “Would you like beef curry served with pasta or would you like creamy chicken and rice” rather than “beef or rice”. Some customers who don’t eat spicy food can make a choice rather than having to guess and waste food by returning or swapping it. To and from, staff didn’t know what sort of meals they were serving.