Veteran journalist and media personality Alan Kasujja has openly expressed frustration over Uganda Airlines’ handling of customer service, highlighting ongoing disruptions that have left passengers stranded.
In a series of tweets on Thursday, Kasujja, a former BBC News correspondent and one of Africa’s most influential media figures, described his attempts to reach the airline as “testing even its most hardcore supporters.”
“Besides having an amazing crew… dedicated to what they do… it doesn’t seem like customer experience is a priority,” Kasujja tweeted. He added that repeated calls to Uganda Airlines’ Entebbe line went unanswered, and the once-efficient WhatsApp support system now ignores messages, with replies stuck at a single tick.
“The major surgery required is no longer elective. It’s now an emergency!” he emphasized, calling for urgent reforms in the airline’s customer service operations.
Kasujja’s public criticism comes amid ongoing international flight disruptions. Uganda Airlines acknowledged earlier in December that weather issues in Dubai and a grounded Airbus had caused delays.
CEO Jenifer Bamuturaki told local media that teams were “working diligently to stabilise operations and restore normal schedules.”
Despite the airline’s reassurances, passengers at Entebbe International Airport have reported frustration, with some flights postponed by days rather than hours.
NBS Television and UBC TV have covered mounting concerns from travelers, who say the disruptions have disrupted personal and business plans.
Kasujja’s comments, drawing attention to what he described as a “systemic failure” in customer communication, reflect a broader sentiment among passengers. While praising Uganda Airlines’ in-flight crew, he underscored that operational and customer experience issues now require urgent corrective action.
Uganda Airlines continues to advise passengers to check flight statuses online and via WhatsApp, but repeated delays and poor responsiveness have fueled criticism from travelers and prominent figures alike.
