I write to congratulate Rwandair and also express my gratitude for the way they treated me on Wednesday night as I travelled from Nairobi to Kigali.
I have in the past heard some people complain about the inefficiency of Rwandair and the management of the company has always maintained that they are restructuring in an effort to provide better services for their clients and after Wednesday night, I can confidently testify that the restructuring is bearing quite good fruits.
For those of you who have travelled to Nairobi, you will agree with me that one of the biggest setbacks in that city is the issue of consistent heavy traffic. I was a victim of the traffic jam as I travelled to the airport to board my flight to Kigali and I went into a panic because much as my cab driver maneuvered, I was running out of time.
I had thirty minutes before the gates closed after check-in and I was worried that I was going to miss my flight and yet it was very important that I am in Kigali on Thursday morning for the biggest appointment of my life.
I called a Rwandair supervisor’s number in Kigali and a gentleman picked up and readily promised to send me his Nairobi colleague’s number which, bless him, he did.
I called the Nairobi office and explained my problem and the agent calmed me down and told me that the gate would be kept open for me. I managed to get to the airport, checked in, cleared and was offered my seat with the same warmth as they do when I come early.
I am writing this letter therefore to thank Rwandair for their hospitality and their efforts to make their clients more comfortable. By waiting for me, I felt as if Rwandair was putting my interests before theirs especially now that I was able to clinch the business deal that I was rushing for. Thank you for making our flights more bearable.