Endless Back-and-Forth with RwandAir: Still No Refund

I am writing to express my frustration with RwandAir regarding my recent experience. Communication has been extremely poor, with responses to my emails often taking days. Each time I receive a reply, I have to explain my entire situation from the beginning, only to be met with another agent who seems unaware of my case history.

Here’s a summary of what happened: I purchased a ticket through Gotogate for a flight with RwandAir. Due to an issue with my original ticket, RwandAir instructed me to buy a new ticket, assuring me that I would be refunded for the original one. After months of waiting, I still have not received my refund.

RwandAir provided me with a waiver code to share with Gotogate to facilitate the refund process. I sent this code to Gotogate, but they insisted that I should follow up with RwandAir instead. This back-and-forth has left me frustrated and confused, as it seems both companies are pointing fingers at each other.

What compounds my frustration is that Gotogate does not provide any contact details, making it impossible for them to communicate directly with RwandAir to resolve this issue. As a customer, I feel stuck in the middle of this ineffective communication loop.

The lack of cooperation between RwandAir and Gotogate is appalling. I expected better service from an airline, especially considering the significant amount of time I’ve spent trying to get a resolution. I urge others to think carefully before choosing RwandAir, as their customer service is severely lacking.