Pros: "Friendly crew, comfortable plane"
Cons: "Luggage lost, unhelpful Kigali Helpdesk. Johannesburg VERY helpful"
Pros: "The two check in bags rule."
Cons: "Not applicable"
Cons: "Time was never kept. we had a delay in LGW for more than 2 hrs. I had a 17hrs layover in Kigali. I was not aware that i would not be booked in a hotel to rest. I had to make my own arrangements. And another extended delay out of Kigali to Nairobi"
Pros: "New plane, fresh feel. Food is ok."
Cons: "Airline feels basic and no frills."
Cons: "THERE WAS MEAT INSIDE MY "VEGETARIAN" MEAL!!! This is totally unacceptable!"
Cons: "My luggage was broken into and stolen. They sawed off the zip on my suitcase and broke the handle. Stole a number of personal items including a belt, perfume, t-shirts and cash."
Pros: "The planes and shuttles are nice and clean, and the staff are pleasant. I had a long layover in Kigali and the airline gave me accommodation and a food voucher (totally unexpected). Will definitely fly RwandAir again."
Pros: "Food and free WiFi. Ample seating space."
Cons: "Rerouted through Dar-es-Salaam at last minute rather than being a direct flight as scheduled"
Pros: "They respect the timing"
Cons: "The luggage escalator is not working and you have to carry it from one point to another..."
Pros: "That there were not many people on the second leg and that the plane was clean"
Cons: "The fact that we had an itinerary change with an extra stop (unannounced until 15 minutes before I boarded the flight) that delayed us by 1+ hours, that we were delayed from leaving Kigali by 1.5 hours and none of the crew could explain what was going on, that the rwandair staff was rude. I mean... It's Rwanda so I didn't expect much customer service (they are generally particularly bad by African, European, Asian or American standards) and I definitely wasn't impressed"
Pros: "Timeliness, Service, Cleanliness Comfort"
Pros: "The food initially given at 2:00am IST was really good and so I didn't even have to wake up again to eat."
Cons: "The breakfast was not as appetizing."
Pros: "The aircraft was nice, clean and seemed new. The staff was very professional, immaculate uniforms and appearance. Great attention to detail. We traveled from US - Nairobi - Kigali - Johannesburg, changing planes four times. These were some of the nicest planes. I felt very safe traveling this airline."
Cons: "Too much bread in the meals. The meals were adequate in quantity but each meal came with two rolls, which was excessive. Just a note - for the boarding area in the airport. Please have restroom facilities in boarding area, past security so you can use the restroom without having to go through security again. Also, if food and beverage is available for sale in the boarding area more passengers would make purchases."
Pros: "The Airbus. The crew's simple commitment to excellent service"
Cons: "The unconventional check in closure 90mins to departure even when the plan arrived late"
Cons: "We incurred significant extra costs (visas, taxi, hotel costs) because Rwandair changed our flights around from what we had originally booked, with no compensation or help navigating the visa process."
Pros: "The plane was nice and the captain gave good info."
Cons: "Why was dinner served at 2AM? They woke me up three times to serve drinks and food and the cabin lights were never turned off, for an overnight flight! The Kigali airport waiting area is awful, and the holding area made it so that every child had to use the bathroom as soon as we boarded."
Pros: "My sister and I were travelling to and from Tanzania through Kigali. The crew was great and our flight was easy."
Pros: "What did you like? the attendants were very kind"
Pros: "Information during flight"
Cons: "No TV or programmes to entertain slong"
Pros: "on schedule. staff at counters and flight crew were courteous and professional."
Pros: "Overall comfort and staff friendliness"
Cons: "Landing was a bit turbulent"
Pros: "Flight was delayed over an hour. Otherwise the plane was new, everything felt good, and I have nothing to complain about!"
Pros: "The staff at the airports were friendly."
Cons: "After thorough check (and hours at the airport) at the holiday destination, Dubai, my luggage was deemed lost. The DXB lost luggage staff helped me complete a 'lost luggage' report. However, the staff member told me that 'if' RwandAir found my luggage, I would be responsible for going to the airport as RwandAir does not have lost luggage delivery like most airlines. For the six days of my holiday, I waited for phone calls and checked emails expecting to hear from RwandAir. I heard nothing, RwandAir had made no effort of any kind to locate my luggage they had mishandled. Upon flying back home, I checked with the initial airport (DXB), the transit airport (Kigali), and my final destination airport (Brazzaville). My luggage was not in any of the airports mentioned. In each airport, and the RwandAir office at the Brazzaville airport, I presented the initial lost luggage form from the prior week and it was apparent that nobody, no airport, and no office was interested in finding my luggage. RwandAir, at no point, apologized for losing my belongings or in any way attempted to make up for seriously harming my holiday- not to mention the fact that it appears I will never see my possessions that were last seen being taken by RwandAir staff at the beginning of my holiday travels."
Pros: "Staff courteous and friendly"
Cons: "Some choices on menu do not do well by time of serving ie fish"
Cons: "Time management"
Pros: "Planes were great and flight crew excellent."
Pros: "Clean, comfortable plane and seating. On time service, courteous attendants. A meal served on a flight that was only about an hour in duration - very nice. Very pleased with this airline."
Pros: "Everything went well as expected..."
Pros: "The crew is nice"
Cons: "Both flights were terribly delayed and while the crew apologized we sat on a small plane. In Entebbe the reason was they overbooked the flight. So leave those people behind to take the next flight, don't keep us prisoners on a plane for hours... Stupid management decisions."
Pros: "movie dinner on each leg of the flight"
Cons: "the movie didn't finish in the first leg and they didn't show it for the second leg, so I never learned the ending the flight arrived 40 minutes late"
Cons: "We were delayed by 1 hour because more cargo was being loaded on to the plane. When we arrived in Kigali, we found that our bags had been left behind to make room for other cargo. We arrived and checked in well before the 1 hour cutoff and we were under the weight limit, so there was no reason for our baggage to be left behind. We were informed that our bags would NOT be delivered to us at our next destination, that the burden was on us to retrieve them AND there was no stipend or any type of refund to compensate us for the inconvenience. Since we were continuing our travel by road to Uganda, we had to pay extra to have a driver return to the airport the next day to retrieve and deliver our bags. This is very, very poor customer service!"
Pros: "Food was beef brochettes, one of the best economy meals I have had. Wine was very good, from South Africa."
Cons: "Seats were not adjustable. It may be that I was in front of the exit row, but I looked and didn't see anyone leaning back anywhere. On the other hand, flight was only 1 hr 20 minutes."
Pros: "The Rwandair plane was modern and clean. Kigali airport has a nice cafe, and check-in was efficient. The plane left a few minutes early."
Cons: "Check-in closes one hour before your flight. Economy class: Food was a clingwrapped sandwich. The attendant gave me two bottles of a good South African wine. Security has gotten quite uptight at Kigali airport. They now stop your cab a couple hundred meters short of the airport, and have a dog check the vehicle. You have to pass through another security checkpoint at the entry to the airport building, and a third security into the boarding area. The final security check even takes away any empty bottles you have. And don't take any fingernail scissors in your handcarry, even if they have blunt points. You may have an hour or more wait in preboarding, and without water or bathroom excess. So takke care of these needs in advance."
Pros: "Clean planes"
Cons: "Ground crew at NBO - Rwanda Air has Kenyan Airways do the work in the terminals. Bad idea!"
Pros: "Crew were pleasant. The flight was comfortable."
Cons: "The flight was delayed, causing me to miss a connecting flight. Boarding was a bit confusing as multiple flights were departing from Kigali airport at the same time and same airline. Information was not conveyed clearly and it might have been easy to begin boarding the wrong flight."
Pros: "The flight times were perfect and the seats were comfortable."
Cons: "The food was just ok"
Pros: "the flight got me to Gaborone on Monday morning"
Cons: "Person in Kigali checked my bag to Johannesburg, not Gaborone. Flight was delayed one hour. Slept on a chair in Johannesburg airport for three hours."
Pros: "Orderly, organized, courteous"
Pros: "Very professional - gave us a good meal - although flight was a little more than an hour. Will recommend to friends"
Cons: "Service & good landing"
Pros: "Flight attendant are helpful."
Pros: "Friendly staff, comfortable business class seat with lots of room, good breakfast"
Cons: "No priority checkin for business class and no priority boarding for business class. I don't those are even that hard to organize . Airport ground contractors haven't been instructed to provide service to business class?"
Pros: "I always appreciate the cleanliness of Rwanda! This carries over to their planes too. Good staff on the plane. Too short of a flight for entertainment- it was amazing they even served the quick drink and snacks they did! Good on-time flights."
Cons: "After I bought my tickets the flights were rescheduled, giving us an 8 hour layover between flights... some in our party were stuck in the airport with nothing to do, and there is nothing to do in that airport. One question, when will passengers learn that listening to music or movies on the plane without headphones is really uncool?"
Pros: "Free wifibat the airport and the charging stations"
Pros: "It was a short flight and all went well. We even had time for a snack."
Pros: "Service! Smooth ride and good food!"
Pros: "the only one thing I loved about the flight was it being DIRECT from Mombasa to Kigali. I didn't have to pass through Nairobi."
Cons: "Don't expect a lot in Africa. The service wasn't that bad, but it needs a lot of improvement. Partyly because Rwandair's planes are small (Boeing 737-200) there was a lot of turbulence during the flight... A lot to learn from Kenyan and Ethiopian!"
Pros: "Flight was on time, arrived on good time"
Cons: "No entertainment on the flight, no headphones for music"
I've never been served three bread courses in a single meal before. Was really impressed by the novelty of that.
Pros: "The food, air crew respectful and dedicated to duty"
Cons: "Everything was perfectly ok"
Pros: "The food!! The flight was in time and also the flight attendant were so available and caring"
Cons: "I have wifi in board for an hour for whatsapp messaging I would have beloved to have it all flight"
Pros: "Crew and stewardess were fantastic"
Cons: "Bathrooms needed cleaning on the long trip from Addis Ababa to Houston! They were nasty because guys can’t seem to hit the hole. So there was urine on seat and on floor."
Pros: "Comfortable. Great crew,"
Cons: "Reduce baggage charges."
Pros: "The crew whas perfect, the seats comforted and the food whas good."
Pros: "Pleasant check-in staff. Friendly flight attendants."
Cons: "Travelers should be told that Gate 2 to Kumasi will be empty when you get there and that you should go around the corner to the transit area and wait for your flight there. They should let you know that they will announce the flight from the transit area."
Pros: "The crew was amazing and the seat comfortable"
Cons: "Nothing I can think of yet."
Pros: "Nice aircraft and comfortable seating in economy with a good selection of music and movies on the seat back entertainment. Business class was mostly empty and looked very nice and roomy. They should upgrade their frequent flyers the way other airlines do to fill those empty seats and generate the good PR that results. The food was good in my opinion, and the Ethiopian coffee is great. Affordably priced tickets was the selling point for choosing them. They are a young airline and while they go through the motions of being a modern service-oriented airline, but alas for the most part they aren't there yet."
Cons: "We've flown a few Ethiopian Air flights now and while the flight attendants are nice, they aren't always on top of things and paying attention to the needs of the passengers. Not as helpful or attentive as we're used to. Boarding is chaotic and the overnight transfer at Addis Ababa is a total mess. If you get to leave through the airport in the early morning things are relatively painless, but what a nightmare of pushing and shoving chaos when it's busy. The hotels they put you up in are mediocre at best. Last week we enjoyed a long wait for the bus ride to the hotel, cold food when we arrived, and a nice hard bed to "sleep" in. We probably won't fly Ethiopian Air if we have to overnight in Addis Ababa again. I'm willing to pay up to fly another airline and skip the overnight as it's just not worth the hassle."
Pros: "They an amazing crew"
Cons: "They need to improve on the flight check-in and boarding at thier airport in Bole, it is so messy. Also thier inflight menu is nothing special"
Pros: "Crew was really great - helpful and kind."
Cons: "Both flights delayed which meant I missed my connecting flight. Stuck in Rome airport for several hours with no information about rescheduled flight. Finally figured it out with help of Rome airport information desk."
Pros: "Very good,on time good service"
Cons: "Better seats on business in boing 737 800"
Pros: "I love the entertainment and frequent availability of food and drinks"
Cons: "The seats are too squished together. I was stuck next to a fat woman who kept shutting off my movies by hitting the controls of my arm chair"
Pros: "Your crew were great."
Cons: "No Gin & Tonic Bus transfer to airplane for international flight? Twice...?"
Pros: "The crew was great. Extremely accommodating for families."
Pros: "we had an overnight stay in addis ababa so we got a free accommodation in town, that was so great, a chance to see town and get a good night sleep before our next flight. the plane is big with screens so you can watch movies, the seat is comfortable, even for a tall guy like me (1.9 m)."
Cons: "It did took a lot of time since we landed until we got our bus to take us to town to our hotel. we waited in the airport for more than one hour, it was late, and we were tired. but after we got to the hotel, it was perfect"
Pros: "I like the crew of Ethopian Airlines, they are very friendly & attentive. Flight was delayed but not by AE fault. We made up most of the time & arrived only 15 minutes behind schedule"
Cons: "It was all good"
Cons: "Plane didn’t hold, even though I would have made it if they waited 10 minutes, and surely they knew I was coming from a delayed flight caused by Ethiopian and left anyways. Now have to take 3 extra flights and will miss a train at my final destination."
Pros: "Attendants were courteous and the spacing is better than some airlines, but that’s about it."
Cons: "Check in was a disaster: no logical control of 100s of people; delayed on the tarmac for 1:45 for a “minor technical reason” that apparently had nothing to do with the actual operation of the plane that prevented me from making my next flight. Food was terrible. Flight attendants could have been more helpful about my missed connection."
Cons: "On board attendants not the friendliest Kids food options very limited"
Pros: "Seats are reasonably comfortable with sufficient storage space Food was OK"
Cons: "Chech in was poor - didn’t have priority stickers for business class luggage. Had to go to different counter for hotel voucher. Overall not good and professional Didn’t have ice on the plane ( for drinks, water etc)"
Pros: "Friendly crew"
Cons: "Good not that great - a suggestion - why not something like fresh bread (sandwiches) with cheese and tomato on it - bread often not so fresh"
Pros: "Very calm, professional and willing to help you enjoy the flight as much as possible. They show true concern and not a detached professional management that you get from most flight attendants of other airlines."
Cons: "The services at the airport was terrible. The Booked me a flight with only a 30 minute layover. When I try telling the people before boarding the plane, big Norred me. When I told the flight attendant she said she would talk to the captain to see if there’s a way I could get a ride to my next plane so I wouldn’t miss it. That never happened. When we got off the plane no one at the airport would help us and when I was trying to run to my next terminal one of the officers at the airport told me to slow down because I wouldn’t miss the plane and I was fine. When I asked help with directions and told him I was afraid of missing my flight people laughed and walked away. When I finally found my terminal and got to it, my flight had already took off seven minutes prior. I absolutelyHated my experience flying with Ethiopian air. The seats are uncomfortable on the plane, not all the seats recline back the same level, and when I was eating dinner I decided to eat chicken since I can’t eat beef and halfway through the check in my stomach started her and I looked up the chicken and it was still pink inside."
Pros: "friendliness of staff. special attention given to my 22 mo old granddaughter. adorable!"
Pros: "Excellent food, very friendly and helpful crew e"
Cons: "Entertainment center did not work Limited storage place in business class for items like mobile devices etc"
Pros: "This was an A-350 and the plane was very nice. Better entertainment system than the 777. The flight was smooth and the food was good."
Cons: "It took quite a while before the first service. It would be nice to have a drink service sooner."
Cons: "flight smelled like pee"
Pros: "Boarding was superb"
Cons: "Did not provide special meal although I called ahead to request it."
Pros: "food and beer were fine"
Cons: "4 flights ,4 delays. poor customer service . every things is very slow ."
Cons: "flight got delayed"
Cons: "I had to purchase the upgrade to business class at the airport. On your site business class was not available."
Pros: "Prior seating options, friendly air hostess, and vegan meal options."
Cons: "Flight from U.S had frequent meals, flight to Ghana had a sandwich and meal, and the time in between the two was extremely long, after been up extremely early to depart. It would also be awesome to have Ethiopian meal option, like injere"
Pros: "Extra comfort and quiet in business class worth cost"
Pros: "evry thing"
Cons: "no thing"
Cons: "Ground staff past security at Intl departures were unhelpful and scarce. The gate number on the boarding pass and screen did not coincide. Unlike other airports the screen was not the most recent information. Even when told about the discrpancy and mix up for many passengers, the mistake on the computer was not rectified"
Pros: "The comforts offered in business class was most standard. In other words quite good. The food was middling. Also, 12 plus hours on a plane requires a larger selection of films. Finally, add wi fi."
Cons: "See above."
Cons: "Delays, Delays, Delays, 2 hours late !!!!!!!!!"
Pros: "The crew were all very friendly and welcoming."
Cons: "The food options need to be more varied."
Pros: "The flight was ok, left late but didn't impact our arrival time."
Cons: "Tray table was very dirty, restroom not cleaned or refilled, generally unkempt."
Pros: "The guy I was sitting next to."
Pros: "Was a bit concerned because I only had a 45 min layover in Addis to change plans, howeve Ethiopian Air made sure we were met coming of the plane and facilitated a fast transit. Checked luggage also all made it through. I was pleasantly surprised. I flew Nairobi to Cape Town with connection in Addis."
Pros: "787 was comfortable"
Cons: "Food was edible but no more. Flat angle beds I thought had been extinct, especially on a new 787"
Pros: "Entertainment options were good and they fed you several times"
Cons: "-changed flight schedule several times after booking ticket -3/4 segments were delayed causing me to miss connections - staff unaware of procedures -several mechanical problems with plane -still do not have bags after 7 days -no compensation provided for inconvenience -poor customer service"
Pros: "They made sure we had plenty to eat"
Cons: "My entertainment system didn't work."
Pros: "Boarding was okay and crew were friendly"
Cons: "extremely old airplane, mediocre food, almost non-existent in-flight entertainment."
Pros: "No delays The food on board was good. The drinks were fine My luggage was safe"
Cons: "The basement waiting area at the Addis Ababa airport was very cold and the toilets were dirty and smelly as well The crew were unfriendly and unreasonable the time of alighting"