Janelle V

Airlines complaint

I am writing to express my deep dissatisfaction with the service received from RwandAir regarding our recent flight booking. Our original flight was scheduled to depart at 03:00, however, it was unexpectedly changed to 08:00. This adjustment has caused significant inconvenience, as we had already arranged to arrive at the airport at 21:00 based on the original departure time. As a result, we are now left with a long overnight wait at the airport, with no accommodation or assistance provided. This situation is particularly distressing as this is our first time travelling, and the trip is for our honeymoon—an experience that should have been special and enjoyable. Instead, it has been stressful and disappointing. We raised this concern with the airline, but were informed that no accommodation or compensation could be offered. We find this response unacceptable, given that the schedule change was initiated by the airline and has directly impacted our travel plans. At the very least, we expected some form of assistance—whether accommodation during the extended waiting period or an upgrade as a gesture of goodwill. The lack of support or accountability has made this a very unpleasant experience. We hope that RwandAir will take this complaint seriously and reconsider their position, as this level of service is not what one would expect, especially under such circumstances. Kind regards, Janelle De Vos