Cindy Sanyu has revealed that she missed her flight back home after struggling to locate RwandAir’s check-in counter at Heathrow Airport in London.

Cindy, who performed at Royal Regency London over the weekend, said she arrived at the airport but could not find the airline’s counter because it was not appearing on the airport screens, while people she approached were unable to direct her.

In a post on X, the singer explained that by the time she finally located the check-in counter, it had already closed, leaving her unable to board her flight.

So I got to the airport in Heathrow (London) and I couldn’t find @FlyRwandAir because it wasn’t on the screens and no one really knew where it was.

By the time I finally found their check-in counter they closed it in my face. I wanted to cry but everyone I called said all this is normal with Rwanda Air. Why didn’t anyone warn me? I just missed my flight.

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Following her complaint, RwandAir responded by apologising for the experience and acknowledging the frustration of missing a flight.

Hi Ms. Sanyu, we’re sorry to hear about your experience at Heathrow and understand how frustrating it must have been to miss your flight.

While terminal information is provided before departure and signage is available during check-in hours, we’d like to review what happened and see how we can assist.

RwandAir further asked the singer to send a direct message with her booking reference and contact details so that it could investigate the matter and determine how to assist her.