Bellow is a heart-warming experience from a happy customer of Uganda Airlines after he boarded a flight from Gatwick Airport -London to Kampala. Kakande Alex is a Ugandan, and according to the profile information attached to his social media X account, he is a financial Consultant.
After a memorable flight on Uganda Airlines’ Airbus A330-800neo, Alex shared his experience highlighting the superb check-in procedures at Gatwick London Airport, the warm reception by flight attendants upon boarding, the unforgettable on-flight service, and the amazing skills of the Ugandan pilots who were in charge.
As a Ugandan, I could not restrain my emotions while scrolling through Alex’s post. Recalling my first experience on Uganda Airlines ‘BombardierCRJ900’ way back in 2018 captained by the same pilot Etyang Michael, I couldn’t agree more with the writer. Tears of joy rolled down my cheeks -and deep in my heart, I felt like; ‘at last we have something to brag about’ Uganda Airlines!
My Experience Flying the Ugandan Airlines Gatwick to Entebbe This Week
Like many Ugandans living in the diaspora, the direct flight from Gatwick Airport in London to Entebbe Airport was a sign of relief when it was announced. Who doesn’t want to have a direct flight from London to Entebbe, Kampala? So, when the time came for me to book my flight, I was really excited. I was supporting Uganda Airlines, the Pearl of Africa, and felt it was my patriotic duty to fly our national airline. Like any other Ugandan, I believed it was our responsibility to support our national carrier.
Uganda-London flight expected by year-end | Southern & East African …
On the day I arrived at Gatwick Airport, one of the busiest airports in London, I found it to be not as large as Heathrow, but still quite significant. I must say, the check-in process was superb—really good and very fast at the Uganda Airlines check-in point. Perhaps this should have been an indicator of what to expect going forward. While all the other airlines had long lines that day, with people waiting close to 30 minutes to check in, we at Uganda Airlines felt like we were in an executive suite. We walked right up, checked in within a minute, and were good to go.
After check-in and clearing border control, I had to walk to Section 25, where Uganda Airlines boards. This walk is quite long, and every single step from the center of Gatwick Airport to Section 25 felt like a journey to a deserted area. I didn’t explore other sections, especially those occupied by larger international airlines, but I could tell that Section 25 might be the worst part of Gatwick Airport. The toilets were filthy dirty, and the floor seemed neglected for ages. It felt completely abandoned, with no options for buying something to eat.
In the Ugandan Spirit, It seems that whoever was tasked with booking slots at Gatwick Airport was given different prices for various sections and chose the cheapest available option.
Unfortunately, Section 25 of Gatwick Airport is the dirtiest I’ve ever seen; not even our Entebbe Airport toilets compares when it comes to cleanliness. The toilets in Section 25, where Uganda Airlines chose to operate, were comparable to those in poorly maintained restrooms on Kampala Road that are maintained by KCCA. The floor was in terrible condition, but hey, it’s part of London, and we were about to fly to directly to Uganda. There was no point in sulking; I accepted the situation for the few minutes I had to wait before boarding an amazing flight back home.
When it came to the flight, the flight attendants were among the best I’ve ever experienced—professional and attentive. The ladies and gentlemen wore smiles like badges of honor, and their attention to detail was remarkable from the moment we boarded until we landed. This truly embodied the spirit of Ubuntu.
Nakanwagi Doreen, who attended to our section, was superb. Her smile could light up your day in many ways.
Lativia Matovu is the kind of attendant you want guiding you throughout the journey. She was firm, professional, and kind enough to assist with everything we needed.
Jolly Wamala, your service skills were evident from the onset of the flight. With a smile, you ensured everyone was fully settled in, showcasing what the Ugandan spirit is all about.
Thank you, Sempijja Alouisious, and to the gentlemen who supported us.
Lastly, a big thank you to Captain Etyang Michael and your co-captain for a job well done.
As soon as we entered the plane in London, before we could even sit down, someone was already there asking if we needed a glass of water. The brand Uganda Airlines was evident, and whenever we needed assistance, they were there to help. They were professional, friendly, and extremely good at what they did.
For the time on that flight, if there was a Tourist on that flight, the flight crew members truly did the absolute best and they showed the kind of hospitality, kind of Ubuntu that what Uganda has got to be known for. They are the best ambassadors.
The flight was delayed by about 25 to 30 minutes, but we received no explanation for the delay. However, once we took off, the captains were exceptional. It was a smooth flight, and even the landing was so well executed that I wanted to give kudos and a thumbs up to the captains for a job well done. I’ve taken numerous flights, and I must confess that these captains are truly skilled. If you get a chance to fly with them, you’ll appreciate the smooth takeoff and landing they provided.
Dinner was served about two hours after takeoff. For a flight that carries the flag of Uganda, I expected the food to be more Ugandan than Indian. However, it leaned more towards Indian cuisine and was quite spicy.
I felt sorry for anyone who doesn’t eat spicy food; the chicken served was delicious but lacked a warning about its spice level. It would be helpful if they could inform passengers whether the food is spicy or not, allowing everyone to make an informed choice.
One of the highlights of the flight was the advertisement for the Rwenzori Mountains, narrated by the King of Toro. It beautifully showcased what Uganda is all about—the chimpanzees, the gorillas, the stunning mountains, the natural waters, and the smiling people. It was extremely well executed, and kudos to whoever came up with that advertisement.
Capacity.
However, I noticed that the flight was less than half full. Many passengers had entire rows to themselves and could comfortably lie down. The plane felt empty, which explained why they allowed three bags per passenger on Uganda Airlines. In many six-seater rows, you could see only one or two people. I remember speaking to a neighbor named Jose, who booked their flight just two to four hours before check-in and even received discounts.
To many, it was like a Bed, you could sleep comfortably in the 3 seater rows as there was no one next to you.
For those reading this, I encourage you to give the flight a chance. Otherwise, it’s unsustainable for the airline to operate at half capacity while running four flights a week.
May the Crane succeed, may it turn a profit, and may it long serve the Ugandans and Uganda’s interests, just as those who planned for it envisioned.
*11:35 AM · Jun 21, 2025*
