Umuhanzikazi w’icyamamare muri Uganda, Cindy Sanyu, yagaragaje ko yababajwe no kuba indege ya RwandAir ku kibuga cy’indege cya Heathrow i Londres, mu Bwongereza yamusize nyuma yo kuyoberwa aho abagenzi biyandikishiriza mbere yo gufata indege (check-in counter), n'ubwo yari yageze ku kibuga cy’indege ku gihe.
Nk’uko Cindy yabisobanuye, yahuye n’ingorane zo kubona "aho RwandAir yakiririra abagenzi biyandikisha, kubera ko aho iyo sosiyete yakiriraga abagenzi hatagaragaraga ku byuma byerekana ingendo z’indege ziteganyijwe guhaguruka."
Igihe yaje kuhagera, bivugwa ko aho biyandikishiriza abagenzi harihamaze gufungwa, bituma atabasha gufata indege yari ateganyijwe kugenderaho."
Ibyabaye byatumye abantu batangira kuganira ku bibazo abagenzi bashobora guhura na byo ku kibuga cy’indege cya Heathrow, cyane cyane ku bijyanye n’amasaha ntarengwa yo kwiyandikisha mbere yo gufata indege n’ingorane zo kubona aho amasosiyete y’indege yakirira abagenzi.
Mu gusubiza ikirego cya Cindy, RwandAir yasabye imbabazi "ku bw’akababaro yahuye na ko, inamusaba kohereza ubutumwa bwihariye (DM) burimo amakuru y’itike ye kugira ngo ishami rishinzwe kwakira no gufasha abakiriya ribashe kumufasha."
Ariko kandi, iyo sosiyete y’indege yasobanuye ko amakuru ajyanye na terminal abagenzi bagomba gukoresha bayamenyeshwa mbere y’urugendo, kandi ko mu masaha yo kwiyandikisha abagenzi bashobora gukurikiza ibyapa biyobora abantu kuri Terminal 4.
Iyi mpaka yongeye kwibutsa ibirego by’abandi bagenzi bivugwa ko na bo bahuye n’ibibazo bisa n’ibi igihe bakoreshaga RwandAir ku kibuga cy’indege cya Heathrow, cyane cyane ku bijyanye n’uburyo bwo kwiyandikisha mbere yo gufata indege n’itegeko ryo guhagarika kwiyandikisha hasigaye iminota 90 ngo indege ihaguruke.
Nubwo RwandAir yemeye gufasha Cindy gukemura ikibazo cye bwite, ibyabaye byongeye gutuma abantu basaba ko amakuru ahabwa abagenzi arushaho gusobanuka kandi ko habaho ubuyobozi bwiza bubafasha kubona aho biyandikishiriza mbere y’uko hafungwa.
Ibi byabaye byibutsa abagenzi ko bagomba kugenzura hakiri kare terminal bagomba gukoresha n’amakuru ajyanye no kwiyandikisha mbere yo gufata indege. Icyakora, Cindy akomeje kuvuga ko yageze ku kibuga cy’indege ku gihe, ariko ko yananiwe kubona aho RwandAir yakiriraga abagenzi mbere y’uko hafungwa.