UgandairlinesReviews of ugandairlines.com

Extremely Disappointing Experience with Uganda Airlines Our journey from Johannesburg to Nairobi on 21 October was an absolute nightmare, and the way Uganda Airlines handled the situation was deeply disappointing. Right from Johannesburg, the ground staff displayed a shocking lack of professionalism, etiquette, and communication. They had a casual approach to a serious situation, leaving passengers confused without clear information or proper guidance. The ordeal continued in Harare, where passengers were left to suffer throughout the night without adequate food, water, or coffee. People were forced to sleep on the floor, and there was no Uganda Airlines ground staff available to assist or guide passengers. This is completely unacceptable. When we finally reached Nairobi, we hoped the worst was behind us, but unfortunately, we had to deal with further difficulties. Flight delays can happen with any airline, but the real measure of an airline is how it treats its passengers when things go wrong. Uganda Airlines failed miserably in providing basic care, communication, and assistance. The entire experience was exhausting and frustrating. The airline seriously needs to improve its ground operations, staff training, passenger communication, and accountability. I would urge future travellers to be aware of our experience. Passengers pay for a service and deserve basic dignity, timely information, and assistance during disruptions. Uganda Airlines needs to take responsibility instead of treating such situations casually. This experience has severely damaged my trust in the airline.

Generally, Ugandan airline staff are smiling and supportive. I love staying in Kampala and I love the Kampala people and their generosity. However, I want to report two incidents at Entebbe Airport so the camera footage can be checked. 1. Arrival, 27th August, around 9:00 am, at passport control: A female staff member asked me to pay $60 to put a three-month visa stamp in my passport, even though I had already pre-approved my e-visa on your website. She asked me to pay to her personal mobile money account. I refused and asked to pay to the government bank and get a receipt. She then said I would be deported if I did not pay. In the end I paid her $60 in cash at the passport control desk and received no invoice. 2. Departure, 18th October, between 11:30 am and 12:30 pm, at the first bag check before immigration and passport control: Staff said my bag was overweight, though it was not, and asked for extra money. I complained. They opened my bag, found 8kg of butter, and said I was only allowed 3kg and the rest was extra. They said I would lose my butter unless I paid, so I paid $50 in cash just to pass. The officer told me to put the money on my bag so he could take it himself, as I think he was afraid of the camera. I am not asking for a refund. I want these incidents investigated so other travelers are not charged illegally.

Can't even be bothered to respond to a query for me to book flights with them so will now need to fly with someone else. Was only going to use them as they are direct flights but given that last year the planes were dirty and the flight attendants were rude, it's probably just as well I go elsewhere!

Horrible experience! Our flight was cancelled and rescheduled to next morning with a notice of 24 hours. The other flight was pre-poned, plus when we reached the counter - there was no PNR in the system! So we had to lose 500+ USD in rebooking. The ground staff had no data of ours in the system which was very infuriating. UA is at least 20 years behind in the aviation game. For us personally it's an easy decision to not use UA ever again for the next decade.

Horrible experience! Uganda airlines has a tendency to reschedule the flights at last minute always. Never again flying with Uganda airlines. Worst airlines ever!

I would not even use it for free. We had the worst travel. Book the flight, arrived 3 days later. Up to now, I'm still waiting for compensation 9 months later. No reply to my emails. If you have a connecting flight, DO NOT USE UGANDA AIRLINE.

Booked return flights from London to Entebbe 6 months before the summer holidays for 5 of us. Both onward and return flights altered by 12+ hours with no explanations and refunds not straightforward. Shocking experience travelling with elderly parents and a child

On 2025-12-23 I booked two flight tickets Entebbe to Lusaka / Zambia. On 2026-04-21 - by pure coincidence and luck - I discovered that the airline had changed the departure time data of my booking without any information to me. The result: 6 1/2 hours delay. No one answers my complaint. Ten weeks later, on 2026-06-21 I checked my booking once more and discovered, that in the meantime the airline had canncelled my flight, AGAIN WITHOUT INFORMING ME. Now it looks like that the airline offers an alternative flight via Harare / Zimbabwe that almost doubles the flight duration and shows a price twice as high as my booking. But the booking system gives no possibility to accept or deny or print new tickets. And again, no one answers my second complaint. Up to now I tried four times to find out how to proceed in that chaos, without any response. To avoid questions from Uganda Airline for more information I hereby publish the booking reference "X9JSYZ" as well as their internal incident number "260627-000002". update 2026-07-13: Uganda Airline's helpdesk also offers a chat service. Try to use this. You will be always the first one in the line. But apparantly they have not a single agent for this promised service. Very similar to their promise to respond to any request "within 24 hours".