Review Time
We had two regional flights with air tanzania from Kilimanjaro to Dar es Salaam and back. This was in April 2023. Two days before departure they inform us that we are on a later flight. We call and ask why. They say issues with the plane. So we wonder how they would know one day before. For our return we are informed 3 hours before the flight that we are again on a later flight. These are all late night flights when we plan to fly in the afternoon. We ask, the reason. They say operational issues. If we don't ask we are not told any information, no excuses, no apologies. On both flights, they provide you with no information at all. What we noticed is that, if they cannot fill the earlier flight, they just decide to put everyone on the later flight without explanation. Instead of a 1hr30min flight it took us over 5 hrs to get home late at night, we eventually arrive at 1 am. If you can DO NOT FLY with Air tanzania. You will ruin your trip !
Never ever again!This airline is so disappointing! My flight was postponed several times and the passengers were hardly informed about it. When I finally reached my destination, my luggage didn't arrive. Although I haven't written an exaggerated 4 emails to Air Tanzania, I haven't received a response in a week. Now I've been waiting for my luggage and an answer for 1 week. Never again!!
Its such a disappointment that Air Tanzania is a waste, we book flights from entebbe to zanzibar, onwards flights were all okay but the return flight through Dar es salaam become a nightmare for my friend who is not from Uganda, the Check in counter at business section and doc screen guy asked us for 100$ bribe because he didn't have visa yet Uganda immigration confirmed that he could get a visa on arrival, the business trip was messed up by uncouth staff and the counter supervisor. I don't advise anyone to travel with such a buggy low cost airline, travel at your own risk, you disrupt someone's plans just because TZ is deplorable.. Work on your service delivery..
Sorry, another story about bad customer service and Air TZ... My friend and I both booked tickets and came to the terminal in the Jomo Kenyatta Airport (Nairobi) marked for Air TZ departures. However, after getting through security, we were told it was the wrong terminal. By the time we got to the correct one, the checkin gate was closed. And although there was time, we were told the flight was ready to go. They left 20 minutes early with 4 missing passengers.Wondering how we could have not gotten the right terminal, we looked over all communication we had gotten from Air TZ. There was no terminal, gate, or seat information, and only boarding time was listed. Also, when we tried to checkin online the night before and that morning, the website was full of processing errors and we each only had the tickets for the second leg of our two leg journey issued. On going to the local Nairobi office to rebook, they insisted we would have to pay a change fee. One of us had booked through a third party, and they blamed the poor email communication on that, even though all ticketing information we received from Air TZ directly looked the same for both of us. The worst thing is that local staff lied and said no other passengers had missed the flight and refused to call the airport to see if the signage was actually mismarked for the terminal!! They said it was our responsibility to call customer service if we couldn't find terminal and gate information on our tickets. I pointed out that it was impossible they expect every passenger to do so. They also said it was standard to arrive 3 hours early for international flights, and if we had done so, we would have not missed it. Really? 3 hours early for a 2 hour flight? Having taken a 13 hour flight a few weeks prior, that airline only required us to show up 90 minutes early. So they want us to show up 3 hours ahead because of their poor communication and they are allowed to leave 20 minutes early?Lastly, when we were issued tickets for the rebooked departure - which we had to pay for, in addition to forfitting our vacation hotel booking that night - all the information that was missing before was also missing on these tickets. Never again will I take Air TZ.
I have tried every which way to have an additional bag added to my internal flight. In the past Air Tanzania have promptly sorted out the problem via messenger. This time however their response after several messages is always the same - They will get back to me or I should ring the 0800 number which is only usable in Tanzania and I am based in the UK. They have all the information required, they only need to add the bag to my outbound journey - inform me when it is done and then I go online on their website and pay. They have done this previously but this time they remain silent. Perhaps they are in financial difficulties and don't have enough staff. Again, in the past the service has been first class although finding the correct gate to fly from is a little confusing and you need to ask other passengers or staff as the screens don't give the right information. New passengers be aware.They have since updated their website and it is now very easy to add an extra bag
Worst airline experience ever. Our flight was cancelled without prior notice. When arriving at the airport, they informed us about the cancellation. According to their local employee, we have been informed via email (which was not the case at all). Talking to several other passengers who were booked on same flight, we found out, that none of them has been notified either...
Their refund process is ridiculous, it's 30+ days now, and I've not been refunded (their policy says 21 days, which is already very long) I'm constantly calling them, they always say "we are working on it"/"we're talking to the bosses about it" ... I'm very disappointed I've done everything they told me to do but they have done nothing. Just as any Tanzanian Government owned company/institution it is full of bureaucratic procedures (Needless/time consuming). 🚮
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