Clear terms, no traps

rwandairflights.com is a UK-based travel agency operated in England and Wales, with our head office at 123 Aviation House, 45 Travel Way, London, UK. These terms, together with your booking confirmation, form the agreement between you and us.

Please also read our Privacy Policy, which explains how we handle your personal data. If any part of these terms is found unenforceable, the rest continues in full force. Nothing in these terms affects your statutory rights as a consumer.

To keep things clear, these words mean:

"We / Us / Our"

rwandairflights.com, acting as a travel agent and booking facilitator.

"You / Traveller"

The person making the booking and any passengers named in it. The lead traveller confirms they have authority to book on behalf of all passengers.

"Supplier / Airline"

The carrier providing your flight (e.g. RwandAir) and its conditions of carriage, which apply to you once ticketed.

"Booking"

A confirmed reservation issued by us on your behalf, evidenced by an e-ticket number.

"Service Fee"

Our separate fee for booking assistance, changes or refund processing, distinct from airline fares and charges.

We act as booking agents for airlines and travel suppliers. When you book a flight through us, your contract of carriage is with the airline, governed by its conditions of carriage (available on request or via the airline's website). We facilitate the booking, collect payment, issue documentation and provide support — but we do not operate flights.

1. Accuracy is critical. Passenger names must exactly match the passport or ID used for travel. Name changes may be treated by airlines as cancellations. We'll verify spellings with you before ticketing — but ultimate accuracy is your responsibility.
2. A booking is confirmed when you receive our confirmation email containing an e-ticket number. A quote, hold or "pending" status is not a ticket.
3. Availability and schedules are live and can change between search and ticketing. If your chosen flight is no longer available at the quoted price, we'll contact you with the nearest alternatives before taking any further step.
4. You must be 18+ to make a booking. Child and infant fares follow each airline's age rules.
5. Special requests (meals, seats, assistance, extra baggage) are passed to the airline but are not guaranteed unless confirmed in writing by the carrier.

All prices are quoted in GBP and, unless stated otherwise, include prepaid taxes and charges. Airline fares may fluctuate until ticketed — the price is only locked when your e-ticket is issued. Any fare difference discovered between quote and ticketing will always be discussed with you first.

• E-tickets are sent to the email you provided, normally within minutes of confirmation. Check immediately — discrepancies reported within 24 hours are always fixable.
• Check your documents carefully: names, dates, routes, times. Some fares (especially promo classes) cannot be corrected later.
• Reconfirmation: some airlines require reconfirmation of onward flights; we'll tell you if your itinerary requires it.
• Keep your reference handy for all changes, refunds or support requests.

Most tickets can be changed — subject to the airline's fare rules. What's possible depends on your fare class, which is shown in your confirmation and in the fare rules quoted at booking:

Our assistance fee (Section 05) is non-refundable once a change has been requested from the airline, even if the airline later refuses the specific change.

If you cancel a booking, the airline's fare rules determine what (if anything) is refundable. As a guide:

• Non-refundable fares — most economy promo tickets — may return taxes only, or nothing at all.
• Refundable fares — many premium fares — return the fare minus airline cancellation charges.
• 24-hour window: for bookings made directly with us where the airline permits, cancellations within 24 hours of ticketing and more than 7 days before departure may qualify for a fuller refund — ask us and we'll check for free.

Cancellation requests must come from the lead traveller using the contact details on the booking. See Section 10 for refund timing.

Flight times are set by airlines and can change or be cancelled for operational, weather or safety reasons. If this happens:

1. We monitor your booking and contact you as soon as the airline notifies us of any material change.
2. You'll be offered options — rebooking on the next available service, an alternative route, or a refund per the airline's policy. We manage the entire process for you.
3. Your consumer rights for delays and cancellations (including potential compensation under applicable air passenger regulations) sit with the operating airline. We'll supply documentation and support any claim.

• Timeline: once the airline confirms a refund to us, we process it to your original payment method within 5–10 working days. Airline processing itself can take 4–12 weeks for some fares — we chase them weekly and update you.
• Method: refunds always return via the original payment method. We cannot refund to alternative cards or accounts.
• Refund amount = what the airline returns, minus our processing fee (£45/ticket, disclosed upfront) and any airline charge.
• Transparency: on request we'll show you the airline's refund breakdown in writing — what came back from them, and what we retained.

Baggage allowances are set by each airline and shown on your confirmation and in fare rules. Typical allowances on our routes range from 23kg to 2×32kg checked plus 7kg cabin, depending on cabin class.

• Pre-purchase extra baggage through us — it's nearly always cheaper than paying airport rates.
• Delayed, damaged or lost baggage is the airline's responsibility. Report it to the airline's baggage desk at the airport immediately (get a Property Irregularity Report), then contact us — we'll pursue it with them on your behalf.
• Prohibited items follow each airline and airport authority's list. Dangerous goods carried without declaration can lead to denied travel with no refund.

This is your responsibility — but you're not alone. Each traveller must hold:

• A passport valid for at least 6 months beyond your return date (many African destinations require this)
• Any required visas, e-visas or entry authorisations for your destination and any transit points
• Any required vaccinations or health documentation (e.g. yellow fever certificates for some routings)
• Correct documentation for children, including where only one parent travels

You must comply with airline conditions of carriage, airport and government rules, and reasonable crew instructions. Airlines may refuse carriage — or remove passengers mid-journey — for intoxication, threatening behaviour, safety concerns or document issues. In such cases:

• No refund is due for unused travel
• Any resulting costs (diversion, accommodation, onward travel) are the passenger's responsibility
• Airlines may report incidents to authorities; we're obliged to cooperate with their investigations

We accept liability for loss or damage you suffer arising directly from our negligence or breach of these terms. However:

• Flights are the airline's responsibility. Their conditions of carriage and applicable international conventions (including the Montreal Convention) govern claims for delay, cancellation, injury and baggage.
• We are not liable for losses not caused by us — including missed connections on separate bookings, visa refusals, or events outside our control.
• Our total liability for any claim connected with a booking is limited to 3× the total value of that booking, except where the law provides otherwise.
• Nothing here limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded.

Travel insurance is strongly recommended for every booking — covering cancellation, medical costs, disruption and baggage. We can quote suitable policies on request; if you decline, you accept that unexpected-event costs may not be recoverable.

If something's gone wrong, tell us first — we resolve the overwhelming majority of concerns within days. Email legal@rwandairflights.com or call 24/7. We acknowledge complaints within 2 working days and respond in full within 28 days.

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute. Nothing in this section limits your right to pursue statutory consumer remedies.

Your key protections with us