En cas de perturbations de vols et de changements d’horaires, tels que les changements d’avions au sol, les échanges d’avions, les retards opérationnels, les conditions météorologiques, les cas de force majeure ou tout autre facteur, des agents de relations client sont sur place et s’occupent de tous les passagers concernés.
Ils s’occupent des clients en transit ou en attente de longue durée pour s’assurer qu’ils sont traités selon la procédure, des rafraîchissements à l’hébergement à l’hôtel.
Ils analysent le processus à tous les points principaux, de la sécurité à l’enregistrement, en passant par l’immigration, le duty free, le salon, la porte d’embarquement, l’embarquement et les files d’attente.
Ils sont réceptifs aux réclamations des clients et les acceptent, qu’elles soient verbales ou non.
Ils veillent à ce que le rétablissement efficace des services soit initié immédiatement et que l’image de l’entreprise soit préservée.
Ils discutent des réclamations de nature sensée avec la direction générale afin d’obtenir la solution nécessaire.
Ils effectuent des visites de courtoisie dans les départements liés au service afin de s’assurer que les clients sont bien traités.
Ils fournissent les besoins de première nécessité aux passagers dont les bagages ont été retardés
Ils analysent l’ambiance de l’aéroport en général et aident les passagers à répondre à toute question qu’ils pourraient se poser.
If you require special assistance, we recommend you keep in mind the following:
Make your reservation as early as possible to allow us to serve your needs better.
Any requirement for assistance/special needs must be conveyed at least 48 hours prior to travel. However, we advise you to convey this information as early as possible.
Let our ground staff and cabin crew know of your requests upon check-in or at the departure gate.
Check-in at least 2 hours prior to your scheduled departure to ensure a seamless flight experience.
All fit to fly certificates must be issued by treating physicians in accordance with specific cases and must be approved by the company Doctor.
Customers who are not self-reliant (capable of taking care of all their physical needs independently in-flight) are required to travel with a ticketed companion for assistance.
If you are unable to find the relevant information below, please get in touch with our Customer Service Centre, who will be more than happy to address your queries.
Flying during pregnancy
Air travel when you are expecting is safe and trouble-free if your pregnancy is uncomplicated; however, we recommend that all expectant mothers consult a doctor before booking a ticket. In order to ensure the health and safety of you and your baby, Rwandair has established the following policies. Expectant mothers who cannot present a pregnancy passport / medical certificate / pregnancy statement to prove the stage of pregnancy may be denied boarding for safety reasons if the airline representative has doubts that the passenger can withstand the flight without requiring extraordinary care. Expectant mothers wishing to travel with an infant on their lap are permitted to do so.
Comprehensive source of information about DHL Rwanda. Here you’ll find office addresses, shipping guidelines and restrictions, drop-off and collection points for DHL Express shipments, key local facts and more!
DHL Express – Rwanda DHL Internationl P O Box 359 Avenue DeLa Jeunesse Kigali
We’re here to take you and your family wherever you need to go. At Rwandair, infants and children under 2 years old can travel on the lap of an adult for free (domestically) or purchase a ticket and use their own seat on the aircraft in an approved child safety seat or CARES harness on most flights.
Due to Rwandair safety requirements, 1 adult passenger may only carry 1 lap-held infant. If an adult passenger is traveling with 2 infants, a seat must be purchased for the additional infant. Infants occupying a seat on domestic flights require a ticket and pay the applicable fare.
A child traveling alone is a minor who is not accompanied by an adult over 18 years of age. However, the accompanying passenger may be under 18 years of age if he or she is the mother, father or legal guardian of the child. If your child is traveling on the same flight as you, but in a different cabin, he or she will be treated as an unaccompanied minor. Your child will remain under our supervision throughout his or her journey, including any transfers. Unaccompanied minors will not be able to access airport lounges, as their infrastructure prevents us from ensuring consistent supervision of your child.
Rwandair can supervise disabled children or those with reduced mobility, under certain conditions. Please contact our assistance service for passengers with reduced mobility, for further information.
If a flight is delayed or canceled, children traveling alone take priority. Your child will remain under constant supervision by our staff, even if overnight accommodation is required. We will inform you immediately of any special action taken to accompany your child throughout the journey.
Passengers with limited mobility in air transport, current legislation defines a person with a disability or a Passengers with limited mobility as “any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaptation to his or her particular needs of the service made available to all passenger”.
Visually or hearing-impaired passengers can be provided with accompanied assistance at the airport on request. Licensed assistance dogs will be carried free of charge in the aircraft’s cabin. If you intend to bring an assistance dog aboard with you, please inform us of this when making your reservation.
Many destinations have strict vaccination requirements for any animals which are coming into the country. So please be sure to bring the relevant vaccination documents with you: if you do not, your assistance dog may be refused entry at your destination. For further information here visit the “transporting animals” section on
Rwandair.com
Please do not hesitate to inform us of your impairment so that we can provide you with the assistance you need. Please do so no less than 48 hours before your departure. In order to facilitate communication with our staff, magnetic hearing loops are available in certain airports (notably at airport’s customer service counters), point of sales, etc. On board, our cabin crew members have been trained to communicate with passengers that are hard of hearing or deaf. Please do not hesitate to let them know if you need additional assistance.
