Uganda Airlines apologises for ‘mishandling’ passengers’ luggage

The management of Uganda Airlines has apologised to passengers who felt that their luggage was mishandled by the airline staff.

Last week, passengers who arrived at Entebbe International Airport from Johannesburg aboard Uganda Airlines were frustrated after learning that the airline did not load their luggage after check-in.

Under normal procedure, check-in bags are carried through a conveyer belt and sorted on the basis of destination, and flight number on the tag before being loaded in the underbelly of the plane. When the planes land, the airline’s baggage handlers unload the luggage and drive them to the baggage carousels for passengers to pick up.

But more than 50 passengers on flight number UR-711, that landed at Entebbe International Airport on Friday at 3:56 pm, told Uganda Radio Network- URN that they had either got some or none of their bags after waiting at the carousel for over two hours. They were told by baggage handlers that some of the bags were left at O. R Tambo Airport in South Africa.

In a press statement issued on 6th December, 2021, the management said the incident is not intentional and they regret the inconvenience caused.

“The increased demand for travel out of South Africa due to the upcoming holidays has resulted in overcapacity on the route. Uganda Airlines is working around the clock to mitigate the effects with the support of our partners in the industry to alleviate this challenge,” the management noted.

” We are committed to doing better and can confirm that all Uganda Airlines staff are doing everything to ensure that you have a pleasant experience on our flights. All affected passengers will be contacted as soon as their baggage arrives in the country.”