These are what we call the 'YMMV items.' Things that some people find in this work. We call them 'your mileage might vary' because not everyone sees these things in the same way. This starts discussions in the trope lists, a thing we don't want. Please use the discussion page if you'd like to discuss any of these items.
Complete Monster: George Rutaganda is at first a man of the Hutu tribe pushing for extreme measures against the Tutsi tribe, openly calling for extreme measures and even genocide. When the genocide against the Tutsi kicks off, Rutaganda does more than just talk. Allying himself with the Hutu forces, Rutaganda participates in the genocide and is seen running a prison camp where the Tutsi innocents will be exterminated, even keeping several women as sex slaves. When told he cannot possibly exterminate the Tutsi people, Rutaganda merely asks why not, stating "we are halfway there already."
Crowning Music of Awesome: The entire score, but the piece played as the foreigners are evacuated from the hotel, the orphan children arrive and are separated from the nuns and priests who have been caring for them, and the despondent foreigners look back on the Rwandans who must stay behind to await an unknown fate, is utterly haunting.
Iron Woobie: Paul himself and his whole family. Especially the son.
A personal one for Gregois comes when he informs the militia of the truckload of Tutsi refugees attempting to flee. Made even worse by the fact that he was not even a fanatic, and had been keeping quiet so he could blackmail Paul.
Nightmare Fuel: The fact that this is a movie about a genocide that actually happened speaks for itself, but special mention goes to the scene where Paul finds that the bumpy road he was driving on was actually bumpy because it was covered in corpses. Don't make the same mistake I did and watch that scene after eating.
Tear Jerker: The entire movie, but especially when the Rwandan orphans are left behind by their caretakers, who are evacuated from the country.
The journalist taking what little money he had and shoving it into the hand of the young woman he'd become enamored of, because there was simply nothing else that he could do, then walking away with his cameraman, practically weeping with disgust and shame at himself.
Another particularly haunting line is when a red cross worker tearfully recalls how the militia made her watch as they butchered children, and how one little girl looked at her and said "Please don't let them kill me. I promise I won't be Tutsi any more". The girl got killed anyway.
Not to mention when Colonel Oliver finds out from his superior officers the U.N. soldiers aren't going to be protecting the refugees or helping them escape, and, filled with rage and shame, he tells a stunned Paul why: