Review Time
Completely steer clear of this airline. I canceled my return flight months in advance due to a schedule change that made the connection impossible. I was assured a refund, as documented in the email exchanges, but I have yet to receive it. To add to the frustration, the outbound flight experience was the worst I've ever encountered. We were stuck at the layover for 8 hours, with the connecting flight's departure time constantly being pushed back, and the staff provided us with incorrect information—claiming the flight had already left when we could see it hadn't. Without local currency, we couldn't buy water at the airport, and it took the airline 5 hours to finally offer us 'complimentary' water. You might think you're saving a bit on a budget airline, but keep in mind that it's not just the fare you're saving on; it's your entire holiday experience at stake, along with your time and peace of mind. We nearly missed the beginning of our long-awaited safari, which we had been planning for years. It's simply not worth it.
Had a frustrating experience flying with the service from Lagos to Paris, with a layover in Kigali. The check-in staff at the Lagos airport were extremely unprofessional and rude, constantly soliciting money from passengers. They set up a roadblock before the boarding area where staff were searching hand luggage. I faced harassment and was told that I couldn't bring some of my items, which had already been cleared by customs. I was forced to pay staff through my bank app to retrieve my belongings. This incident overshadowed my entire trip. I reported the situation to the company via email, including the transaction receipt as proof, but to my disappointment, I received no response. It's truly disheartening.
I would have rated it lower if possible. This airline is simply awful, and the customer service is unacceptable. After arriving in London from Nairobi via Kigali, my bag was missing. I waited at the conveyor belt for an hour before realizing it never came from Kigali. The representative at the help desk, who should have been friendly, was very rude and unhelpful with the luggage claim process. I even made a trip to the airport the next day to retrieve my bag, but I was unsuccessful and wasted money traveling to the terminal. I cannot recommend this airline; it’s best to choose other options.
If I could, I would rate it below one star. The airline's service is appalling, and the customer support is absurd. After traveling from one city to another, my luggage didn't arrive in London. I waited at the conveyor belt for an hour before realizing it wasn't coming. The staff member at the help desk was incredibly rude and unhelpful. I even made a trip back to the airport the next day to retrieve my luggage but was unsuccessful. I wasted money traveling to the terminal. I cannot recommend this airline to anyone; it's simply the worst. Opt for a more reliable option instead.
I returned today from a trip on a business upgrade, but it was filled with unnecessary complications. It was not the experience I had hoped for. While the staff tried to assist, overall, it was a situation I would prefer not to encounter again.
I booked this airline from one airport to another with some apprehension after reading various reviews. It was cheaper than most options at this time of year, so I took the chance and purchased extra insurance for my luggage. I even wrapped my bags for added security. Contrary to my fears, my experience was fantastic. The flight left on time with clear communication. My luggage arrived safely, and the staff were courteous and attentive. Meals were enjoyable, and even when I spilled my food, the staff handled it graciously. While I noted some outdated entertainment options, everything else was excellent. I would have rated it five stars if not for those minor issues.
I previously reviewed this service, but after using it twice more, I felt compelled to share my experience. There have been significant enhancements in their service quality. They are now punctual, and their offerings are comparable to other airlines. Keep up the good work!
Our flight from one city to another was delayed for over an hour. When we landed, we were informed that the plane had left without us despite being told it was waiting. The customer service representative showed no empathy and was unhelpful. While the airline provided a hotel stay, we had to wait ten hours for the next flight. I would not choose this airline again.
I faced numerous issues with the airline that customer support failed to resolve for months. Eventually, I took legal action in small claims court. The process was straightforward and not overly costly. For anyone dissatisfied with their service and having a legitimate claim, I suggest pursuing it legally, as their customer service is lacking.
This was the worst flight experience I've ever had. The flight attendants were unprofessional and rude. Even basic requests, like drinking water, were problematic. To top it off, our luggage didn't arrive, and the majority of passengers faced the same issue. We had to constantly follow up to get updates, but received no apologies or assistance. This airline needs significant improvements.
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We began operations on 1st December 2002 as the new national carrier under the name Rwandair Express (passenger air transportation as the core activity) for Rwanda with a concession to carry out airport ground handling (ancillary activity) at Kigali Int...
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