Rwandair Review: An Honest Flight Experience
I recently flew to Kilimanjaro airport from London Heathrow with a layover in Kigali, Rwanda. The flight from London to Kigali took around eight hours, followed by a shorter one hour and 45 minute journey to Kilimanjaro. In this post, I’ll highlight my favourite and least favourite aspects of the experience and share my overall feedback.
Why I Chose RwandAir
When booking my flights to Kilimanjaro, there weren’t many airline options available, however RwandAir stood out due to its positive reviews and affordable prices.
I also noticed that Premium Economy seats were reasonably priced, and given the long journey ahead, I decided to book them for both legs. Compared to other airlines flying to Kilimanjaro, RwandAir offered one of the best value-for-money options, particularly with the additional comfort of Premium Economy.
Another factor that swayed my decision was the airline’s reputation for reliability and service. While not as well-known as some larger carriers, RwandAir had consistently good feedback regarding their onboard experience and hospitality. Since this was my first time flying with them, I was eager to see how they compared to major airlines.
However, I was slightly apprehensive before flying since I didn’t know much about RwandAir. While online reviews were generally positive, I found limited first-hand accounts from travellers flying the same route. So, I went into this journey with an open mind but some hesitation about what to expect.
Issues Faced During My Journey
My flight time changed three times, and each time, I had to contact customer service because my seat reservations had disappeared. While the staff were always friendly and helpful, I later realised that calling them cost money, something I learnt the hard way!
After three flight changes, I received the dreaded email: my flight from Kigali to Kilimanjaro had been cancelled. This resulted in an unexpected 17-hour layover in Kigali. Fortunately, RwandAir has a policy where layovers exceeding eight hours qualify for a free hotel stay. I was impressed by how smooth the transfer and hotel check-in process was: more on that below.
Other issues mainly revolved around customer service. On the return journey, I noticed that my assigned seats didn’t seem to be in Premium Economy, despite having paid for them. RwandAir staff in Tanzania assured me that the assigned seats were in Premium Economy, but I was still sceptical. Upon arrival in Kigali, I checked with the information desk and discovered my seats were indeed not in Premium Economy. Each time my flight had been changed, my seat reservations had been removed. Despite my previous calls to confirm the seats, the issue was never corrected. It took an hour and a half of back-and-forth, providing multiple proofs of payment, before they finally resolved it with a simple ‘sorry’, which, in my opinion, wasn’t good enough.
So, if you fly with RwandAir, I highly recommend double-checking your seat reservations before departure to avoid unnecessary stress.
Hotel Review: RwandAir’s Arranged Accommodation
Due to the long layover, RwandAir provided a stay at the Grand Legacy Hotel in Kigali. We arrived just in time for breakfast (which was free), and we were also entitled to complimentary lunch and dinner.
The hotel itself was beautifully decorated with spacious rooms. There was even a pool, which, although we didn’t have time to use, looked clean and inviting. The food was excellent, and since the kitchen was closed for dinner, we ordered room service instead—again, all covered by RwandAir.
The staff were incredibly friendly and helpful, even arranging taxis for us to explore Kigali. The transfer back to the airport was also seamless. Overall, I couldn’t fault RwandAir for this aspect of the service.
Onboard Experience: Food & Drinks
The meal service was surprisingly good. There were decent food options, and even on the shorter Kigali to Kilimanjaro flight, I was given a chicken roll and a glass of wine. This was a nice surprise, as many airlines don’t offer much on short-haul flights.
The drink selection was impressive, with a variety of soft drinks, alcoholic beverages, and hot drinks available. It was great to have options beyond just water or juice. One thing that stood out was that even though we landed at 6 a.m. Kigali time on the outbound journey, we were still served a hearty breakfast, including scrambled eggs, hash browns, and sausages. It was a welcome meal after a long overnight flight and added to the positive onboard experience.
Entertainment & In-Flight Comfort
The entertainment selection was great, with a wide variety of movies and TV shows to choose from. On the outbound flight, I ended up watching three Harry Potter films, planning to continue the series on my return journey. However, the film selection was different on the way back, which was a little disappointing, but there were still plenty of options available.
The only downside to the entertainment system was the earphones provided. They weren’t very comfortable and didn’t offer great sound quality. If you’re planning a long-haul flight with RwandAir, I’d recommend bringing your own noise-cancelling headphones for a better experience.
The Premium Economy seats were a highlight of the flight. They were spacious, had a good amount of recline, and were comfortable enough for sleeping, which was especially useful given our late-night flights. RwandAir also provided a soft blanket, which was a thoughtful touch and added to the comfort of the journey.
Final Thoughts: Would I Fly RwandAir Again?
Given the issues we faced, I personally wouldn’t recommend RwandAir, particularly due to the multiple flight changes, the confusion over seat reservations, and the customer service challenges. These issues caused unnecessary stress and frustration, which overshadowed some of the airline’s better aspects.
However, if you’re looking for an affordable airline with decent onboard service, RwandAir does compare well to major airlines like Virgin and British Airways. The food, drinks, entertainment, and seat comfort were all positives, and their eight-hour layover policy with a free hotel stay is a fantastic perk. If you do choose to fly with them, I’d strongly recommend double-checking your flight details and seat reservations in advance to avoid similar frustrations.
You can view more information about Rwandair on their website here.
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