(KAMPALA) – Socialite and entrepreneur Zari Hassan has raised concerns about Uganda Airlines, accusing the national carrier of a sharp decline in service quality. Her comments have led to public reactions and a response from the airline promising improvements.
Zari, a frequent flyer with Uganda Airlines, took to social media to express her dissatisfaction with several aspects of her recent experiences. She pointed out that the airline had made sudden changes to flight schedules without informing passengers in advance, which disrupted her business engagements. She also criticized the poor quality of onboard service and raised concerns about the safety of some of the aircraft, especially those used on the Johannesburg route.
In her post, Zari shared how a last-minute change in flight schedules threw off her well-planned business commitments. She expressed disappointment at the lack of communication from the airline, stating that passengers were not given prior notice or any alternatives.
“This morning, a sudden change in flight schedules without prior notice disrupted my carefully planned end-of-month commitments,” Zari wrote. “Such disregard for passengers’ time and schedules is unacceptable for an airline striving to gain credibility and customer trust.”
Zari also pointed out that since the beginning of the year, customer care on Uganda Airlines has worsened, and she specifically criticized the condition of the leased aircraft used on the Johannesburg route, expressing concerns over its safety.
Following Zari’s post, many other passengers shared similar frustrations. One traveller, Sheila Sokodi, recalled a flight from Mumbai to Kampala, where flight attendants allegedly yelled at passengers who requested additional drinks, and the plane’s toilets reportedly ran out of water. Another customer, under the Twitter handle @aketchjoywinnie, described their experience with Uganda Airlines as emotionally exhausting, saying that better service was needed across the entire airline.
Uganda Airlines responded to the criticism through a public statement. In a tweet addressed to Zari, the airline acknowledged the operational challenges and assured her that efforts were underway to improve the service.
“We sincerely appreciate your continued support of Uganda Airlines. The Airline over the weekend experienced operational glitches, and we regret any inconveniences caused during your recent travel experience with us,” the airline tweeted.
“Rest assured, we are committed to ensuring better and memorable journeys for all guests in the future.”
In addition, Uganda Airlines addressed Zari’s concerns about the condition of the leased aircraft and the decline in service quality. The airline reassured passengers that both the fleet and service protocols were being reviewed to ensure higher safety standards and better customer satisfaction.
Zari’s comments come at a time when Uganda Airlines is trying to solidify its place in both local and international markets.
