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Having your flight delayed or cancelled is never good news. It’s disruptive and annoying. But one thing that can soften the blow is a bit of cash. As the top airline compensation experts since 2017, we know how to handle RwandAir compensation.
Let’s explore everything related to unwanted interruptions, including the RwandAir cancellation policy when passengers need to change their flights. We’ll offer tips along the way to make the entire RwandAir compensation and reimbursement process as hassle-free as possible.
Highlights of RwandAir Compensation & Cancellations
- In the UK, Regulation UK 261 applies to any airline’s flight that departs from a UK airport.
- The highest RwandAir compensation you can get is £520, based on the interruption time and the flight distance.
- For RwandAir delay compensation, passengers must arrive at the destination a minimum of 3 hours late. For cancellations, passengers must be notified with fewer than 14 days before the originally scheduled departure.
- A RwandAir compensation claim is only possible when the airline is at fault for the flight cancellation or delay.
- Aside from cash, passengers are eligible for compensation in the form of meals, hotel stays, and transport for certain delayed or cancelled flights.
- The route from London Heathrow to Kigali is routinely delayed and only arrived as scheduled 22% of the time (30-day period).
- Only 2 fare types allow for a full RwandAir refund up to 24 hours before departure: Economy Flex and Business Flex.
- You don’t have to handle it all on your own. For help filing a claim for your maximum RwandAir compensation, trust the professionals at AirAdvisor. We have a 98% win rate and have helped more than 620,000 passengers to date.
Filing a RwandAir Compensation Claim Yourself
The truth is that because RwandAir is not based in the UK or the EU, they don’t make it easy to claim compensation. You’ll either need to call them at +44 1293 874 922 or email rwandair@flightdirectors.com to get started. This is how to proceed:
- Before you discuss anything, find out exactly what you’re entitled to for RwandAir compensation. It’s easy to use our free payout calculator here.
- Pick which contact method suits you best. We recommend email as it provides a record of everything.
- Outline the specific details of your situation, including delay times, causes, and any expenses you incurred.
- Include any receipts or backup documents to solidify the case.
- Follow up regularly, at least once per week, until everything is resolved and you have the cash in your account.
- If you need to escalate, get in touch with the UK Civil Aviation Authority, which can assist with any RwandAir compensation disputes.
- If and when you run into trouble or RwandAir doesn’t want to pay compensation, AirAdvisor can sort things out. Just file a claim in a few minutes and leave all the heavy lifting to us!
Claiming RwandAir Flight Delay Compensation in the UK – The Rules
The guidelines in the UK are a mirror image of the regulation in the EU, called Regulation (EC) No 261/2004, or simply EU 261. Enacted in the wake of Brexit, UK261 applies to any airline with a flight that departs from the UK.
Currently, RwandAir only has one route out of the UK that isn’t a codeshare – Heathrow to Kigali. On this flight, to get any RwandAir compensation for flight delays, a passenger must be delayed by 3 hours or more, and the delay cause must be attributable to the airline.
Provided both of those are true, the total flight distance will dictate the actual cash you can receive:
- Under 1,500km (like London to Berlin): £220
- Between 1,500km and 3,500km (like London to Lisbon): £340
- Over 3,500km (like London to Kigali) with a 3-4 hour delay: £260
- Over 3,500km (like London to Kigali) with a 4+ hour delay: £520
Additional RwandAir Compensation – The Right to Care
Cash isn’t the only upside of having your RwandAir flight from the UK delayed or cancelled. For the London to Kigali flight, after a delay at the airport of at least 4 hours, passengers can get:
- Drinks
- Meals
- Communication
And if that disruption means an overnight delay, RwandAir is responsible for providing hotel accommodation and transport to the hotel and back to the airport to catch the flight.
How Common Are RwandAir Delays in the UK?
Looking at stats for the period from 11 March to 10 April, 2025, from FlightAware, we found that only 6 out of 27 flights from London to Kigali arrived as scheduled. That means 78% of the time, flight WB711 is delayed.
The average delay time was 41 minutes, which may not sound like a lot, but it can cause you to miss a connecting flight or a planned shuttle or tour.
Handle a RwandAir Flight Cancellation Like an Expert
A RwandAir cancellation is a little trickier than a delay, so here’s exactly what to do:
- Re-book your flight as soon as you learn of the cancellation. A planeload full of passengers will be attempting to do the same, so time is of the essence.
- When no alternative flight is suitable, immediately request a refund.
- If your travel continues, exercise the right to assistance and ask for vouchers for meals, hotels, and transport.
- Ask the RwandAir ground staff why the flight was cancelled and make a note of it. It’s even better if you get it in writing from an email.
- Don’t throw anything out – that includes receipts, boarding passes, and any other documentation. If you’re entitled to compensation, file a Rwandair flight cancellation claim once your journey is complete.
The Rules for RwandAir Flight Cancellation Compensation
RwandAir compensation is possible when the airline is responsible for the cancellation and you received fewer than 14 days' notice of the disruption. Assuming your flight originates in the UK, the maximum RwandAir compensation amount is £520, the same as with delays.
Again, we’ll assume the flight in question is from London to Kigali (WB711), which is well over the highest distance category of 3,500km. Here’s how compensation works:
- If the replacement flight departs under one hour earlier and arrives under 4 hours late, you can claim up to £260.
- When the new flight arrives 4+ hours late, you can claim up to £520.
- When delays exceed 4 hours at the airport, you can also claim assistance, like refreshments. Overnight delays will be common as there is typically only one RwandAir London to Kigali flight daily, so claim for a hotel stay and transport as well.
The RwandAir Cancellation Policy – Getting a Full Refund
Can you cancel your RwandAir flight and expect to get your money back? In most cases, no. The RwandAir refund policy states that only 2 fare types, Economy Flex and Business Flex, are eligible for full reimbursement. And even then, it’s only up to 24 hours prior to departure.
With Business Flex and Economy Flex, you can get a RwandAir refund even after departure, but a fee applies. Economy Classic and Business Saver permit a cancellation before departure, but they are also subject to a fee. The Economy Saver fare flights are completely non-refundable regardless of when you cancel, according to the RwandAir refund policy.
Note that a no-show fee applies for flights cancelled within 24 hours of departure (or not cancelled at all) for the Economy Saver, Economy Classic, and Business Saver options.
RwandAir Missed Connections & Denied Boarding
RwandAir flights that leave from a UK (or EU) airport are also eligible for missed connection compensation. Provided the missed connection is caused by something preventable by the airline, it’s possible to file a RwandAir compensation claim for the same £520, depending on how long the delay is at the final destination.
Passengers can also expect the airline to put them on the next available flight or issue a full refund. They can also request to be returned to the trip’s origin if continuing to travel doesn’t make sense because of the interruption.
Additionally, airlines like RwandAir routinely overbook flights to account for no-show passengers. But, sometimes, everyone shows up, resulting in denied boarding. It’s possible to apply for up to £520 for the inconvenience.
The Extraordinary Circumstances Loophole – When Airlines Escape Responsibility
As discussed, RwandAir compensation payments are dependent on the airline being at fault for the delay or cancellation. That means the cause was something preventable, like a RwandAir strike or errors in aircraft or staff scheduling.
When the airline couldn’t reasonably prevent the interruption, it’s referred to as an extraordinary circumstance. These include things like poor weather conditions due to fog or storms, security issues, and Air Traffic Control strikes.
All About RwandAir
In operation since 2002, albeit under the name RwandAir Express, this carrier connects Africa with Asia, Europe, and the Middle East.
Recently, the airline moved its operations at London’s Heathrow Airport to Terminal 4, and the direct route from London to Kigali was launched in 2022. When asked about the importance of this addition to the flight schedule, the RwandAir CEO, Yvonne Makolo, stated:
The UK is an incredibly important market for us, and we know our customers will value the shorter flight times and increased connections that will be offered by the new service. These direct flights will increase access for those looking to see the famous mountain gorillas, experience Rwanda’s majestic scenery, or go on a safari at Akagera National Park.
So, for routes to the heart of Africa and connections beyond that, UK passengers can take advantage of RwandAir’s offerings.
Just remember that the flight with RwandAir from London to Kigali is delayed more often than not. Plan for extra time between connections and file a RwandAir compensation claim when you get home!
Author:
Amy Lancelotte
Job/Position: Senior Writer & Content Strategist
Amy Lancelotte is a Senior Content Writer and editorial contributor at AirAdvisor with over seven years of experience producing research-based articles for international audiences. Her work focuses on travel, aviation, and air passenger rights, with an emphasis on factual accuracy, verified data, and clear, reader-first explanations.
