RwandAir Reviews 

Travelled with this airline for the first time from Johannesburg to London, no delays, my trip from Johannesburg to Kigali was made better by friendly staff, very attentive,a crew by the name Fortune was very friendly ,polite and attentive, however from Kigali to London, the crew were mostly ladies who were not soo attentive,a bit of an attitude , it was like they didn’t wanna be there at all, another guy , I couldn’t get his name coz he was serving the business class was the only one who attended to me,
Overally, it was ok I was kinda impressed since it was my first time

My flight was supposed to be at 9:30pm and it extended to 11:10pm as a result the flight from Kagali left without us and this was just beginning of our nightmare. We were taken to the hotel at 2pm Rwanda time, to wait for 22:30pm flight and the next morning, this was cancelled too and we were told that our flight will be at 9am. From the 24th to 26th of January 2026 were stranded in Rwanda and unsure of when our flight will be. No email to inform us but only reception informing us. Rwandair contact number were off all the time and no body was telling us why was the cancellation. I have never experienced anything like this. I will never use Rwandair again.

Desaster Airline, Delay because of Fog (?!), landed in Entebbe instead of Kigali, passengers had to wait in the plane for almost 3 hours, aircon wasn’t working, no information provided. Same on the flight back: 2 hours delay because of engine failure, connecting flights endangered, again no aircon, not even water was provided for the passengers. Besides this (as if this wasn’t enough): planes are very old, seats uncomfortable, boarding is pure chaos, everyone just running towards the plane, staff working uncoordinated and without any system.

Worst flying experience of my life – complete lack of care and communication

Our Kigali–London Heathrow flight (WB710, 13 January 2026) was delayed overnight and handled appallingly from start to finish.

At Kigali airport, the delay was communicated poorly and the situation quickly became chaotic. Passengers were eventually sent to a hotel with little explanation or support. We were travelling with two young children, including an infant under 12 months, which meant extremely limited sleep and significant distress.

We were told the rescheduled flight would depart at 09:00 the next morning and instructed to leave the hotel at 06:00. After returning to the airport with exhausted children, we were informed at 08:30 that the flight was delayed to 11:00, and two minutes later told it was delayed again to 12:00. There were no proper announcements, no clear explanations, and no proactive updates.

Across both days, passenger care was virtually non-existent. We had to beg for basic information and refreshments, and staff appeared disorganised and unprepared. Subjecting families with young children to prolonged uncertainty, exhaustion, and misinformation is unacceptable.

As a direct result of this disruption, I was forced to take unpaid leave from work.

This was my first time flying with RwandAir, and it was the worst flying experience of my 33 years. The handling of this disruption fell far below any reasonable standard expected of an international airline.

I have formally requested compensation and await a response. I would not recommend RwandAir based on this experience.

Has anyone got problems with your refund like me? One full year with excuses what ashame. #Rwandair . Sometimes life sucks but #Rwandair sucks more.

⭐️⭐️⭐️⭐️⭐️ Outstanding Compassion and Service
I would like to sincerely thank RwandAir and a remarkable male cabin crew member on my flight from London Heathrow to Harare via Kigali on 8 January (Flight WB711).
I had just lost my mother and was traveling in deep grief. During the flight, I could not eat, and this crew member noticed my distress and showed genuine concern. When I shared my situation, he went above and beyond by writing me a handwritten condolence note on behalf of the crew.
This simple but incredibly compassionate gesture meant more to me than words can express. I am sharing this review in the hope that RwandAir may help me identify and personally thank this exceptional crew member. He truly represents the very best of your airline.
Muchato Juliana Tigere

I would say it's the worst airline I've taken. 2 hours delay, cabin temperature is 1000 degrees. Staff have no idea what they are doing. Would not recommend it.

Rubbish, they handle the luggage without any care at all, both our suitcases were damaged and unusable afterwards. We've been making multiple complaints, even with all proves (pictures, mails...) and with the assist of the Belgian consumer organization Testaankoop (I want to thank them for their continuing efforts), no-one at Rwandair will even take the time to react. If you want to avoid issues, don(t book with Rwandair!
And then I didn't even mention the 2-3 hours delay.

By far the worst company I ever flew with.

delayed and non existent customer service

During and after. The emails listed on their website are bounce backs - literally no way to contact them. Avoid!

Delayed flights for 14+hours, missing luggage, non existent booked seats, poor attendance, i could go on and on and on. Don't waste your money with them cause they are clearly cheap for the most obvious reasons.

Rwandair is worst than bad, Please stay away from them, very poor and incompetents customer service at Heathrow airport during check in
I ignored people advice i became a victim, ignored this advice and you shall be a victim too
stay far away from Rwandair

Worst airline ever!
They seem to have a culture (which they are ironically proud of) of having useless uneducated staff members whether in the UK or Rwanda, their staff members are extremely stupid.
Anyway, they effectively stole my luggage and refused to do anything about it. No apologies, understanding, nothing.
They just wanted payment then proceed to get you to your destination any way possible even if that means boarding a broken plane that was delayed because it refused to run properly initially.

This is a cowboy airline and all should be very careful when booking because that cheap price will end up costing you so much more in the long run, no savings to be had.

If you love you family and your life, avoid this airline.

100% avoid Rwandair.

I cancelled my return flight months before flying with Rwandair due to a flight change that made the transfer connection unviable. I was promised a refund by Rwandair, as can be seen in the email chain. I have STILL not received my refund. To make matters worse, the outbound flight that my partner and I took with Rwandair was the single worst experience in my life. We were stranded at Kigali for 8 hours with the connecting flight continuously being moved backwards and the staff were giving us incorrect data - saying the flight had left, when we could clearly see it hadn't by looking at flightradar24.com. We had no Rwandan money or ability to buy water from the airport and the airline waited 5 hours until it agreed to offer us "complimentary" water.

You might want to save a few $$ on a cheap airline, but remember that it's not just the money you save on the airline, but the money you spent on the entire holiday on the line (as well as your time and sanity). We almost missed the start of our Safari (a trip we'd been saving up for for years) and it's just not worth it.

Flight to Hre through Doha & Kigali. Delayed in Kigali for over 4hrs. Arrived in Harare with no luggage other than our hand luggage. Found out all bags were left in Doha. Had to wait for 2 days before the luggage arrived. Return journey delayed in Hre, departure 3hrs later, arrived in Kigali and waited for nearly 2hrs for them to organise a hotel. Flight to Doha was again delayed leading to us missing our connecting flight and spending 8hrs waiting for the next flight. Got to the UK & 2 bags missing. Communication was terrible, more or less non existent. Definitely won't be using Rwandair again & don't recommend it to anyone.

It's important to write reviews when things go wrong, but also when everything goes well. And that's definitely the case for me. I flew with Rwanda Air for my solo trip from Paris to Johannesburg. Everything went wonderfully well, whether on the plane, at the airport or with customer service. Everyone was lovely and very professional. For my return journey, my flight was delayed by 48 hours, which was not at all convenient for me. I called customer service, who sorted out the problem within a few minutes and enabled me to return on the right date. I recommend this airline 150%. Thank you very much!

1 star is generous they are a bunch of hypocrites. When we were five minutes late, they refused to help us in any way. No flexibility, no understanding, nothing.
But on our return flight, they delayed us by two hours, made us miss our connecting flight, and now take zero responsibility. No help, no solutions, no apology. We were meant to come home today and they are saying the next flight they can get us is in 3 days???? Where are we meant to sleep??? Rwanda air what do you have to say for yourselves?!
Rules only apply to passengers, never to them. Absolutely useless service. Rwanda Air are shit

They talk about timeliness - guess this only applies to passengers they can take money from UGH!!!!!!!

RVDE CHECK-IN STAFF
Flew RwandAir from Lagos to Paris, layover at Kigali. Their check-in staff at Lagos airport were highly unprofessional, rude, and always asking for money from passengers. They stationed a roadblock just before the boarding area with staff searching hand luggage. I was harassed and told I wasn't allowed to bring in some of my things.. (already cleared by customs). I had to pay money to their staff via my bank app, for her to release my property. This experience ruined the entire journey for me. I reported this incidence to Rwandan air via mail, along with the receipt of transaction as evidence.. SURPRISE! SURPRISE!! No Response.

It is just sad.

Absolutely pathetic sh!tshow, run by incompetence anf highlights the level of service Africa has to contend with. Almost 6 months for a baggage claim, emails to the CEO and customer service takes ages for a response. The are the absolute pits. Its hilarious that Rwanda wants to host a F1 Grand Prix, they can't resolve a simple issue caused through their own negligence.

Rwandair is the worst airline I have ever flown with. Their customer service is so incredibly poor. Issues we had: 1. When we first booked&paid for seat upgrades, they claimed we didn’t pay. 2. they emailed us 6 hours before our flight to say it’s been cancelled and rescheduled for the next day, we called customer service who had no information, 2 hours later (we should have already left for the airport), we got an email to say the last email was an error&the flight is still scheduled today)! 3. We purchased premium economy seats then got given economy seats at check in; we were advised to email for a refund as the aircraft had changed&no longer had premium seats. To date I have still not had a refund&were being told that when we changed our flight date (we rescheduled our trip due to injury from May to Nov), we were supposed to transfer the EMD as well as our tickets and these expired in September; to even know what an EMD is as a customer is ridiculous; they have finally agreed to refund but we still haven’t received a payment and every email sent comes back undelivered, worst customer service I have ever experienced.

What an absolute poo airline! Their check in staff are disgusting and should be retrained. I beg you all to spend a little more and fly a better airline.
Their whole business model should be reviewed by iATA
I travel a lot - almost 6 times a year and use various airlines; this is by far the worst in my life