Seems its a trend. 8 of us arrived in Kenya only to be told our luggage was left in Joburg. No reason given, just an instruction to come back later "to check". No guarantees whatsoever. Terrible. Imagine having all your toiletries checked in and after hours of travel you still cant take a bath. Furious.
I traveled with this airline last week 18th July Dubai to Nairobi
Right from start rude staff but the worst was to come upon reaching home my luggage was not there now on 23rd July and still no luggage..all I keep hearing is your luggage will get there today but nothing..I have nothing to wear and at this rate I have no hope of getting my luggage.
Am so disappointed and frustrated.
This is my worst experience. I have used different airlines and this has the worst customer service.
Rwandair has a perfect inflight and ground baggage staff.We'll provide pillows and blankets in all aircrafts throughout the fleet of big and small airplanes which will also include games and toys for children.And as far as lost baggage is concerned,the baggage loaded always belongs to the only flight which is ready to depart,so,therefore the baggage which you send at the check-in counter always reaches the plane safely and in accordance to the sequence of your passengers queues at the check-in counter inside an airport.But ,still we'll keep this matter in consideration and will request the ground baggage team to put the the passenegrs baggage in accordance as their reservations are made inside KIA.
And thank you for the appraisal of meals & wine,inflight and in such a case we are still trying to cater you the freshest meals and beverages.
And on Dubai-Mombasa route,the baggage is always checked by the rwandair baggage team for their own flight as they see a rwandair tag on the baggage which then they load in the airplane,so there are very rare chances of baggage to be lost but we'll contact the Rwandair baggage team in Dubai in this regard because see!Dubai is such a crowded airport where numerous airlines are having lost baggage problems but we'll improve as passengersr reports are recieved.
There is simply no system! How Rwandair carry passengers to Mombasa from Dubai without their baggage? It took them three full days to take a decision to take the luggage. There was no compensation at all despite the inconveniences! A whole 50 plus passengers to have their luggage left behinde? And none was paid imagine.
Maybe Rwandair should be left exclusively to the Rwandese as we are made to understand that they are the priority.
Even the blankets on the plane are not enough.
I recently traveled with Kenya Airways/Rwandair through one ticket that I had booked as a package through Kenya Airways.
Problems happened: overbooking both ways (Kenya), making me board Rwandair without boarding pass, baggage not delivered when Rwandair received it the very same night I arrived.
While Kenya Airways has been cooperative in a settlement and is taking steps to help with the necessary paper work for the insurance, Rwandair has been most uncooperative, never responding to my messages and when I physically showed up at the office, they plainly contradicted their own report in front of us. Results: Financial loss on my side and problems with the insurance.
Rwandair Express Johannesburg - Kigali on an MD-80, business class. Really not a bad flight - we were about 1/2 an hour late boarding with no announcements, but after that it was fine: a reasonable little meal and nice wine. We had a touch-down in Bujumbura, so there was rather a lot of taking off and landing, but reasonably quiet and comfortable flight. My bags were lost in a connection a Johnannesburg (as always), and so it was the usual long process of waiting for the bags not to appear, waiting to fill out forms, and then waiting three days, but the bags eventually found me!