Ugandan singer Cindy Sanyu says she missed her flight home after struggling to locate RwandAir’s check-in counter at London’s Heathrow Airport, prompting an apology from the airline and a request for her booking details to investigate the incident.
Cindy, who performed at Royal Regency London over the weekend, recounted the experience in a post on X, explaining that she could not find the airline on the airport’s information screens and struggled to get directions from people she approached.
According to the singer, the search ended in disappointment when she eventually located the check-in counter, only to discover that it had already closed.
“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,” Cindy wrote.
She continued: “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.”
The singer’s account describes a frustrating end to her London trip, with the missed flight leaving her unable to board as planned. However, her post does not establish why the airline’s check-in counter was difficult to locate or whether there were other circumstances surrounding the closure.
RwandAir responded publicly to Cindy’s complaint, apologising for her experience and acknowledging the frustration associated with 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,” the airline said.
RwandAir added that terminal information is provided before departure and signage is available during check-in hours. It also said it wanted to review what happened and determine how it could assist the singer.
The airline subsequently asked Cindy to send a direct message containing her booking reference and contact details so it could investigate the incident.
While RwandAir has acknowledged the complaint, the available information does not indicate whether the airline has completed its investigation or offered the singer any specific resolution.
For now, the incident centres on two accounts: Cindy’s report that she could not locate the check-in counter in time, and the airline’s response that it wants to review the circumstances. Whether that review will lead to a further explanation remains unclear.