FLYING WITH US

BEFORE THE FLIGHT

Check-in

Check-in starts 2 hours prior to the departure time indicated on your ticket.

At Air Uganda, check-in closes 45 minutes prior to departure. No passenger with a reservation is allowed to check in after the closing of the check-in counters, and we are strictly obliged to respect that instruction owing to our care for punctuality.

Baggage allowance :

Economy – 25Kgs and 10 Kgs (Hand luggage)
Business Class – 35Kgs and 10 Kgs (Hand luggage)

It is important to note that the earlier you get to the airport, the more likely you are to take advantage of the following:

* A personalized service.
* A wide range of seat choice.
* Earlier and on time completion of police and customs formalities

DURING THE FLIGHT

Business Class

Enjoy the comfort of our leather armchairs that are adjustable, you will also take advantage of our quality service for the business traveler that you are.

Check in privilege.

Special check-in counters for business class passengers are available at all our Airports. Before departure Business Class passengers have access to our Business class Lounges while enjoying free refreshments in a quite refined atmosphere.

Entertainment

You will find on board our in-flight magazine to make your travelling time more enjoyable.

Refined cuisine

To offer our Business class passengers a fine dining experience, our menus are carefully designed to include the culinary delights from all the different countries we fly to.

Privileges

* Baggage allowance: 35 kilograms.
* Access to the Airport VIP lounge.
* Welcome on board cocktail.
* At the arrival, priority luggage delivery.

ECONOMY CLASS

Comfort

We guarantee an enjoyable journey for you thanks to our economy class seats designed to provide enough space for your legs to rest during the flight. Our Flight crew is always available to ensure flight safety and service.

The Snacks

We serve snacks and cold drinks on flights under 1hour. For flights above 1 hour a cold snack and drinks will be served.

AFTER THE FLIGHT

Customer Service and Claims

You have several possibilities to give us your valuable comments and remarks.

Phone call:

You can reach our Ticketing and Reservations offices or our Corporate Offices by calling us (please find our access numbers in the contact section). Our agents will be entirely at your disposal to help in the best way so as to solve your problem as quickly as possible.

Visit to Air Uganda

You can choose to go directly to the headquarters or our country offices where you live.

By e-mailing: info@air-uganda.com

In the case of loss of baggage or spoilage of any of your belongings, you just have to mention the nature of your request and provide us with any additional detail in the e-mail provided in our contact us section

Baggage loss and Pilferage:

Baggage Liability

The Airline is not liable for fragile or losses in respect of valuable, fragile or perishable articles contained in checked in or hand luggage. Valuable items not limited to including cameras and accessories, computers (including laptops and notebooks) mobile telephones, perfumes, after shaves and colognes, legal and company documents, legal tender (including cash, cards and cheques) bullion, individual item”

For further information concerning your baggage, kindly read the information printed on your Air Uganda ticket jacket.

Baggage incidents are usually linked to 3 aspects:

* Missing baggage (delayed, not embarked, picked up by another passenger by mistake),
* Damaged baggage (wet, dirty etc.),
* Despoliation (when some of the contents appear to be missing or stolen).

If any of those incidents occur, please Contact Ms. Drajo Sandra who is the Baggage Tracing Officer on 0757 717 629 or Email her on baggagetracing@air-uganda.com

Delayed and lost baggage should be reported to the Ground Handling agent that is Air Uganda Baggage Tracing office for Entebbe International Airport, Kenya Aerotech for Kenya and Swissport in Tanzania and DAS Handling for Juba immediately after the arrival of your flight and no later than 4 hours after discovery of the loss or damage. The ground handling agent will assist the passenger fill in a PIR (Property Irregularity Report); the report has two copies, one for the client and the other for the Airline. In that document, you’ll be able to make a full description (aspect, contents) of the lost luggage.

Concerning every missing baggage, as soon as we launch the research procedure we begin by a primary search which lasts 5 days. If the baggage is not found within 30 days, your file is sent to the headquarters for a refund.

Valuable Objects, Fragile and Perishable Items

Air Uganda is not responsible for the loss or damage of the following:

•    Money, currencies, Jewellery, precious metals
•    Checks, medals, diplomas…), business papers, passports, identity cards, keys…
•    valuables (movie camera, photo camera, video tape recorder, DVDs, computers or laptops, watches, glasses…)
•    Perishable goods (sea food, fish, etc.)
•    Any perishable good that is left unattended for 24 hours will be destroyed.

How to compose the application file

The whole file consists of the following elements:

* The original baggage tag;
* The original of the passenger ticket receipt or a copy of the number of ticket in case of electronic tickets;
* The original boarding pass;
* An inventory letter mentioning the details of the lost items
* Forwarding address

Indemnification


Any lost baggage is refunded owing to Air Uganda’s full responsibility; the compensation is made on the basis of 20 USD per Kilogram of checked baggage.