Zari criticises Uganda Airlines over alleged declining service quality

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KAMPALA - Socialite and entrepreneur Zari Hassan has publicly criticised Uganda Airlines for what she described as a significant decline in service quality, prompting the national carrier to respond with a promise of improvements.

Taking to social media, Zari, who has been a loyal customer of the airline, expressed her frustration with recent experiences, including sudden changes to flight schedules, poor onboard service, and concerns about the safety of ageing aircraft.

In her post, Zari shared how a last-minute flight change had disrupted her carefully planned business meetings, leading to disappointment with the airline's failure to notify passengers in advance or provide alternative options.

"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 further criticized the condition of the leased aircraft used on the Johannesburg route, calling attention to both safety concerns and the decline in customer care since the beginning of the year.

Her post sparked a flurry of responses from other travellers who shared similar experiences. 

One user, Sheila Sokodi, recalled a flight from Mumbai to Kampala where flight attendants allegedly yelled at passengers asking for extra drinks, and the plane’s toilets ran out of water. Another user, under the handle @aketchjoywinnie, echoed these concerns, stating that Uganda Airlines was emotionally breaking its customers during travel and that better service was needed across the entire system.

Uganda Airline responds

In response to the growing discontent, Uganda Airlines issued a public statement, acknowledging the operational challenges and promising swift action.

"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," Uganda Airlines said in a tweet directed at Zari.

"Rest assured, we are committed to ensuring better and memorable journeys for all guests in the future."

The airline’s statement also addressed Zari’s concerns about the condition of their leased aircraft and the drop in service quality.

They assured passengers that the fleet and service protocols were being reviewed to improve safety, comfort, and customer satisfaction.

Her sentiments reflect a broader dissatisfaction with Uganda Airlines, which has been striving to gain a foothold in both local and international markets.

Despite its efforts to position itself as a leading airline in the region, the public outcry following Zari's post indicates that the carrier may need to take more immediate and significant steps to restore customer confidence.

As Uganda Airlines continues to deal with these criticisms, many passengers will be watching closely to see if the promised improvements are implemented.

Until then, travellers like Zari remain sceptical, hoping for real change in how the airline conducts its operations and treats its passengers.