I cannot recommend the service highly enough. I had an amazing journey both to and from Johannesburg in June, 2017. It's a long flight and something that you settle yourself to endure rather than enjoy.
Staff were wonderful - giving parents of little children a break by occupying the little ones with soft toys - giving one lady who was concerned about swelling ankles a foot rub.... a foot rub!!! can you imagine any other airline giving this kind of care!
Cabin crew were so keen to promote their lovely country and clearly thrilled to be given the freedom to offer top end customer service. (I read in the magazine that this was a 'thing'...it works).
Food was of a very high standard - particularly from LGW - eg. broccoli was actually green rather than the usual grey.
Kigali is basic but functional as a stop over and things there seem professional and efficient. I paid a very tiny amount for this flight but would be prepared to pay considerably more in future if this level of service is maintained.
I've flown to Johannesburg by every conceivable route - Dubai, Istanbul, Libya, Italy, Amsterdam, Frankfurt, Luanda and more - friends were concerned at my choice of Kigali - there was no need.
Do not hesitate to give them a go - by far my best experience to date.
Seat comfort: 5/5
Customer service (e.g. attitude, care, helpfulness): 5/5
Food and Beverage: 5/5
In-flight entertainment (WiFi, TV, films): 4/5
Value for money: 5/5
Check-in and Boarding (e.g. efficiency, service at gate): 5/5
Travel Tip: Chat to the crew a little - they are enormously engaging.
This review was originally published on TripAdvisor.co.uk, Photo by RwandAir.