By Leonard Kamugisha Akida,
NATIONAL
A scheduled Uganda Airlines flight from Entebbe to Nairobi on the morning of Thursday, June 12, 2025, was abruptly canceled, leaving the passenger stranded without prior communication or alternative arrangements.
According to the official flight details seen by Parrots Media, Flight UR202 was set to depart Entebbe International Airport (EBB) at 6:00 AM and arrive at Jomo Kenyatta International Airport (NBO) at 7:15 AM. However, the flight was canceled, with no immediate explanation provided to affected traveler.
Martin Bakundana, a passenger booked on the canceled flight, shared his experience on social media platform X (formerly Twitter):
“I experienced my fair share last week. I must say it was my first and it’s gonna be my last flight (never got to be) with @AirUganda. 6.00am flight cancelled, no explanation given, and no arrangements made for connecting flights. Shambolic services by @AirUganda.”
His frustration echoed a broader concern shared by frequent flyers, including digital strategist Jimmy Kiberu, who cautioned passengers against the disruptions:
“If you booked on Uganda Airlines, prepare for flight disruptions in and out of Entebbe. Amidst the wild expansion spree with a thin fleet, someone abruptly decided to take one craft to DR Congo. Such trips should be served by the presidential jet not to disrupt passengers!”
When contacted for a comment about the growing criticism, Shakilah Rahim Lamar, Head of Corporate Affairs and Public Relations at Uganda Airlines, acknowledged the operational hiccups.
“Airlines delay, aircraft sometimes have routine maintenance,” she said.
She explained that when flights are cancelled, passengers are immediately notified by the flight agents to avoid inconveniences.
“Uganda Airlines faces disruptions like any other airline. Disruption notices are sent to passengers as soon as the aircraft is pulled out of service or the schedule is changed. Disruptions are usually caused by routine maintenance for the safety of the operation. When one aircraft is pulled out of service, it causes a ripple effect across the network.” Shakilah explained.
Despite the explanation, some passengers argue that the airline’s communication and customer care mechanisms during such disruptions remain inadequate.
As Uganda Airlines continues to expand its route network, industry observers and passengers alike are urging the national carrier to strengthen operational efficiency, fleet resilience, and customer service support.
