My Uganda Airlines London-Gatwick experience

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OPINION

By Dr Kisakye Diana Kabbale

On May 20, 2025, I had the opportunity to travel with Uganda Airlines on their new London-Gatwick route to attend a conference in Cambridge. Having heard mixed reviews about our national carrier on other routes, I was eager to experience Uganda's aviation pride firsthand.

The decision was surprisingly easy when my organisation’s travel agent presented the options. Uganda Airlines wasn't just the most affordable choice – it offered a non-stop return flight to London. No tedious layovers all over the globe, no racing through unfamiliar airports with heavy luggage!

The Journey

The nine-hour and thirty-minute flight was scheduled for 00:05 (essentially midnight) with a 7:35 AM arrival in London. I arrived at Entebbe airport about 2 hours and 15 minutes before my scheduled flight, so I had ample time to check in. Like many flights, we experienced delays before boarding. The delays were not initially communicated, but once we finally boarded, any initial concerns melted away as we were greeted by a genuinely warm and friendly cabin crew – the kind of hospitality Ugandans are famous for.

Furthermore, the pilot apologised for the delay and explained that it was air traffic-related and wouldn't affect the arrival time at our destination.

After devouring the snack that was provided, I had a brief chat with one of the cabin crew members, who also offered an extra blanket. With enough warmth, I slept soundly and woke up about 2 hours before landing in London with plenty of time to freshen up, stretch, and have the in-flight breakfast.

Thankfully, we didn't encounter any delays on the return leg, and the service was similar to that on the outbound leg. We left London on 25/05/2025 at 19:05 and arrived in Uganda at 6:35 AM.

The "could be better," good, and the great

The overall experience was pleasant. The meals were decent – one main meal and a snack for economy passengers – and the crew were helpful. However, a few areas could use some attention:

1. Online Check-in Consistency: While it worked perfectly for the outbound leg, on the return journey, the online system was frustratingly unresponsive.
2. Meal Service Communication Consistency: Most of the time, the crew explained food options; however, on the outbound leg, they simply handed over my breakfast, problematic if you have dietary restrictions.
3. Meal enhancement: The breakfast, which was the main meal on the outbound leg, while filling, would benefit from vegetables or light gravy to complement the potatoes, eggs, and sausage that were served.
4. Hydration: Given how dehydrating flights can be due to aircraft humidity, providing small water bottles to all passengers would be helpful, especially on overnight flights.
5. Communication consistency: Timely communication of delays would be helpful, as it alleviates customer anxiety.
6. Air Conditioning during Boarding: While the outbound flight had a comfortable cabin temperature during boarding, the return flight felt quite warm and stuffy.

That aside, here are 10 compelling reasons to choose Uganda Airlines to travel to London: 

1. Authentically warm service. Ugandans are naturally hospitable, and the airline crew embodies this beautifully.
2. Networking opportunities.  You'll often find yourself among business people, politicians, and government officials, making it great for professional connections.
3. Good food with local touches. Economy class gets decent meals with Ugandan flavours, while business class takes it a notch higher with traditional dishes like luwombo (protein cooked in aromatic banana leaves).
4. Clean and well-maintained aircraft. High standards throughout, from the cabin to the restrooms.
5. Sleep-Friendly Schedule. The overnight timing lets you sleep most of the way and arrive refreshed
6. Unexpected economy perk. Even economy passengers get toiletry kits, which is rare among other carriers from Uganda. The kit includes a toothbrush, toothpaste, eye mask, and face towel.
7. Perfect timing. Morning arrivals in both directions give you full days to work or plenty of time to explore if you are a tourist.
8. No layover hassles. Direct flights mean no connection stress or lost luggage worries.
9. Gatwick convenience. This smaller and less congested airport offers quick customs clearance and easy transport links to other parts of the UK.
10. Flexible scheduling. Four weekly flights provide good options for planning your trip.

In conclusion, Uganda Airlines delivered a pleasant travel experience. Yes, there are areas for improvement – what airline doesn’t have those? But the core service is great, the crew is warm and pleasant, and the convenience of direct flights is hard to beat. So whether you’re travelling for work or business, visiting family, or exploring London, Uganda Airlines offers good value for money and a great service. Give it a try – you might be pleasantly surprised, and you'll be supporting something that's truly Ugandan.

The writer is a PhD Scholar, Makerere University