Guest Experience and Service Excellence Policy      

1. Purpose

This policy defines RwandAir’s commitment and standards for delivering exceptional customer service across all touchpoints – from reservation to arrival. It establishes a clear framework that guides every team member in treating passengers with dignity, fairness and warm hospitality that defines the Dream of Africa.

It exists to ensure every passenger interaction reflects our brand values, meets regulatory obligations, and continuously raises the bar for air travel within Africa and beyond. This policy directly supports RwandAir’s strategic objective of becoming the leading pan-African carrier of choice.

2. Scope & Applicability

This policy applies to:

1. All RwandAir employees, contractors and third-party service providers who interact with passengers or manage passenger-related processes.
2. All operational touchpoints – reservation, check-in, boarding, in-flight, baggage handling, and post flight services.
3. All channels through which RwandAir services are accessed, including the website, mobile App, call centers, sales offices, and accredited travel agents.
4. All routes – domestic, regional and international; operated by RwandAir or under its code.

This policy does not override emergency procedures, which are governed by the Safety Management System (SMS) and operations manual.

3. Policy Statement

At RwandAir, we committed to placing the passenger at the heart of everything we do. We will consistently deliver safe, reliable, respectful and responsive service – grounded in African warmth and governed by internationally recognized aviation standards. We will be transparent in our communications, equitable in our actions, and proactive in resolving issues, ensuring that every passenger feels valued, heard and well cared for throughout their journey with us.

4. Definitions

The following terms carry specific meanings with this policy:

5. Roles & Responsibilities

Effective delivery of this policy requires clear ownership. The table below outlines accountability using a Role, Responsible, Accountable, Consulted, Informed (RACI) framework:

5.1. Key Responsibilities

1. Customer Experience Team: Day-to-day implementation of service standards, management of complaints, passenger Interaction during disruptions, and coordination of special assistance.
2. Chief Commercial Officer: Ultimate accountability for policy outcomes, escalation point for unresolved complaints, and approval of policy amendments.
3. Legal and Compliance: Ensures alignment with applicable aviation regulations (IATA, ICAO, Montreal/Warsaw Conventions, RCAA).
4. All customer facing staff: Adherence to service standards, prompt reporting of service failures, and professional passenger engagement at all times.
5. Operations and Ground Teams: Timely baggage handling, accurate disruption reporting, and coordination of passenger ground assistance.

6. Policy Requirements

All RwandAir staff and service partners must uphold the following commitments:

6.1. Safety First

1. Safety is non-negotiable. No commercial, operational, or financial consideration will compromise the safety of passengers, crew, or aircraft.
2. Passengers will always be informed of safety-related decisions with clarity and respect.

6.2. Transparent Pricing & Booking

1. The best available fare for the passenger’s selected route, date, class and preferences will always be offered through RwandAir’s official and partner channels.
2. Fare conditions – including restrictions on changes, cancellations and refunds; will be clearly communicated at the time of booking.

6.3. Flight Disruption Communication

1. Passengers will be informed of any known delay, cancellation, or diversion within 30 minutes of RwandAir becoming aware of the change.
2. At the Airport, FIDS and public announcements will be updated every 30 minutes during a disruption, including the reason for the disruption.
3. Pre-departure notifications will be sent using the contact details provided at booking.

6.4. Passenger Comfort During Ground Holds

1. When an on-board delay occurs, passengers will be kept informed of the latest update.
2. Where safety and security permit, basic needs including refreshments will be provided.

6.5. Baggage Handling

1. RwandAir is committed to the safe, timely and accurate delivery of all checked and carry-on baggage.
2. Damaged, delayed, or tempered baggage must be reported before the passenger leaves the arrivals hall; a PIR will be issued.
3. For baggage delayed more than 24hrs at on overseas destination, essential item reimbursement (First Need) is available upon presentation of original receipts.
4. A bag is officially declared lost after 21days, triggering settlement in line with applicable international conventions.
5. Damaged claims must be submitted in writing within 7days of receipt. Normal wear and tear is excluded from liability.

6.6. Compensation & Liability

1. Compensation for lost or damaged baggage will be assessed in line with the Warsaw/Montreal Convention, or RwandAir policy depending on the route.
2. Passengers are advised to carry high-value items (electronics, jewelleries, documents) in their cabin baggage.

6.7. Refunds

1. Refunds will be processed promptly upon receipt of valid request and supporting documentation.
2. Tickets purchased directly from RwandAir will be refunded within 7 business days using the original payment method.
3. Tickets purchased through travel agent must be refunded through that agent.

6.8. Special Assistance

1. A wide range of assistance services is available – including mobility support, medical assistance, infant and unaccompanied minor (UM) services.
2. Passengers requiring special assistance must notify RwandAir at the time of booking or not later than 48hrs before departure.
3. UM arrangements require prior authorization at least 48hrs before departure.

6.9. Overbooking Management

1. In the rare event that seats are insufficient for all checked-in passengers, RwandAir will first seek volunteers willing to travel on the next available flight.
2. All affected passengers – whether volunteers or involuntarily denied boarding; will receive a formal notice of rights and appropriate assistance.
3. Passenger rights are governed by applicable laws in the country of departure.

6.10. Complaints & Feedback

1. Written complaints will receive an acknowledgement and a substantive resolution within 14days.
2. Feedback is actively welcomed as a tool for continuous improvement.

6.11. Data Privacy

1. Passenger personal data is handled with the highest standards of security and confidentiality.
2. Passengers have the right to access and update their personal information held by RwandAir.

6.12. Environmental Responsibility

1. RwandAir conducts all commercial operations with a commitment to environmental sustainability, with measurable targets to reduce the environmental impact of its operations.

7. Procedures / Implementation Guidance

This policy is operationalized through the documents listed below. Where a conflict exists between this policy and a subordinate document, this policy takes precedence.

8. Compliance & References

This policy shall be implemented in compliance of the following:

8.1. Applicable Regulations & Standards

1. ICAO Annex 9 – Facilitation
2. Montreal Convention 1999 (MC99) – International air passenger and cargo liability
3. Warsaw Convention 1929 (as amended) – Applicable where MC99 is not in force
4. IATA Resolutions & Recommended Practices (Passenger Services Conference)
5. RCAA (Rwanda Civil Aviation Authority) Regulations
6. EU Regulation 261/2004 – Passenger rights on applicable EU-bound/departing flights
7. Rwanda Data Protection Law (Law No. 058/2021)

8.2. Related Internal Documents

1. Safety Management System Policy
2. Data Privacy & Protection Policy
3. Employee Code of Conduct
4. Customer Service Manual
5. RwandAir Dream Miles Terms & Conditions
6. Flight Disruption & Service Recovery SOP
7. Disruption Management policy

9. Monitoring & Review

Compliance with this policy is an ongoing responsibility shared across the organization:

1. The customer experience team will track key performance indicators (KPIs) including on-time communication of disruptions, complaint resolution turnaround, baggage irregularity rates, and passenger satisfaction scores.
2. Performance reports will be submitted to management.
3. Audit findings related to customer service will be escalated to the relevant departments.
4. This policy will be formally reviewed every 12 months, or earlier if triggered by: a significant regulatory change, a material operational incident, or a major revision to RwandAir’s customer service strategy.
5. The customer experience team owns the review process; the Chief Commercial Officer approves all amendments.
6. All employees affected by amendments will be notified and trained accordingly before the revised policy takes effect.

10. Document Control & Revision History

This document is version-controlled. All changes must be approved by accountable manager before publication. Superseded versions are archived by the document control function.