Operational Alerts.

Due to continued road infrastructure upgrades and regional border assessments, all SURA cross-border chauffeur and self-drive transfers to specific regions are suspended until further notice: • Goma Border Post (DRC) • Bukavu Border Post (DRC) • Select Northern Corridors While these specific international services are affected, the entirety of the SURA internal Rwandan network, including all National Parks (Akagera, Nyungwe, Volcanoes), continues to operate as scheduled with zero delays. The safety and security of our clients and chauffeurs remain our absolute top priority. We are closely monitoring the situation and will provide further updates as soon as more information becomes available. Affected clients may reschedule their itineraries for a later date without penalty. We sincerely apologize for the inconvenience caused. For further assistance or itinerary adjustments, please contact our concierge team at Suraessenceltd@gmail.com or reach out via our 24/7 WhatsApp desk.

Due to increased seasonal volume, please allow up to 45 minutes for customs clearance upon arrival at KGL. Your SURA chauffeur will actively monitor your flight status and will wait at the arrivals terminal holding a standardized SURA identification board. No wait-time fees will be incurred for customs delays.

When booking Executive Sedans, please note that luggage capacity is strictly limited to 2 standard check-in bags. For clients travelling with heavy expedition gear, photography equipment, or excess baggage, upgrading to a Premium SUV or Expedition 4x4 is mandated for your comfort and vehicle safety.

All clients embarking on Gorilla Trekking (Volcanoes National Park) or Safaris (Akagera) must ensure their permits are processed at least 72 hours prior to departure. SURA Essence concierge services can handle these logistics on your behalf. Ensure you carry your original passport for all internal transit.

Rwanda enforces a strict nationwide ban on non-biodegradable plastic bags. Please ensure your luggage does not contain polythene bags before arrival. SURA Essence provides eco-friendly refreshment packaging in all our fleet vehicles.