Special Services and Requests

Most airports we fly in and out of are equipped with a Flight Information System. Our airport staff will inform passengers through broadcasts about boarding information and flight irregularities. We recommend that passengers who are disabled or have hearing/visual problems relay their special needs directly to our Uganda Airlines staff at each point of contact throughout the airport.

Most airports we fly in and out of are equipped with jet-bridges and passenger assist lift (PAL) in order to assist disabled passengers with boarding and deplaning. We recommend that you contact us as soon as possible before traveling to be familiar with your destination airport's disability facilities.

Except for our CRJ 900 aircrafts, our wide body Airbus A330 aircrafts that operate long haul flights are equipped with onboard wheelchairs in order to facilitate disabled passengers' movements between the seats and toilet.

Flight attendants will offer assistance to passengers with disabilities in getting to/from seats during boarding and/or disembarkation; taking or placing carry-on baggage or other assistive devices; and getting to/from the toilet during the flight.

Flight attendants are not permitted to provide feeding assistance, assistance within the lavatory or assistance at seat with defecation and/or urination functions, and medical services. If your medical condition requires that others provide you with these types of care, we recommend that you arrange for a nurse to accompany you.

We offer the option to pre-order special meals for guests with religious or health dietary requirements. We also provide special meals for vegetarians, infants, and small children. Please choose a meal from the Uganda Airlines Special Meal listing at least 24 hours before your flight departure. If you have any questions, feel free to contact the Uganda Airlines local reservation office. We will do our best to make arrangements for you.

For food intolerances and special medical dietary needs, in order to ensure a safe dining experience, special meal offerings may vary depending upon regional catering availabilities.

Regardless of whether you need to use the wheelchair in the airport or in the cabin, please contact our reservation or customer service staff at least 48 hours prior to departure. In order to ensure that our service can satisfy your actual condition, our staff may ask you some questions. (For example: Can you move on your own without any assistances? How far can you walk? Can you climb up or walk down the stairs without any assistance?)

Passengers who have booked a wheelchair can contact our staff to get the wheelchair when they arrive at the airport. Passengers can also use their own wheelchairs to get to the boarding gate.

Passengers who use electronic wheelchairs should consign the electronic wheelchairs when checking in at the airport.

Uganda Airlines provides general wheelchairs for boarding. We provide the same service at the transit and arrival destination. Uganda Airlines will provide free wheelchair consignment service to passengers who bring their own wheelchairs, regardless of whether they are manual or electronic wheelchairs. Since the regional and international airport facilities and statute of limitations are different, if your wheelchair is unable to be delivered to the boarding gate from the apron by the time of arrival, we will deliver it to the baggage claim area as a priority. We will also have the wheelchair prepared after you arrive at the terminal and subsequently accompany you to the baggage claim area and assist you to get your checked wheelchair and baggage.

  • Passengers who are unable to comprehend or respond properly to safety guidance due to a mental disability.
  • Passengers who are unable to evacuate on their own during an emergency due to impaired mobility.
  • Passengers who are unable to communicate with our staff due to severe hearing or vision impairments.
  • Passengers who require special medical assistance.
  • Passengers falling under the above categories will need to obtain approval from a Uganda Airlines recommended medical doctor. Please ensure that all completed applications and documents are submitted at least 2 full business days before departure. The Medical Clearance Form and Medical Certificate must be dated within 10 days of the scheduled initial departing flight. Additional Medical Summary or medical charts are required for passengers who have undergone surgical procedures or have been admitted to the hospital within the last 2 weeks.

Ensure all passengers are familiar with the followings before take-off.

  • No smoking.
  • Restrictions of using the electrical devices.
  • The use of seat belts, including instructions on how to fasten and unfasten the seat belts.
  • The location of emergency exits.
  • The location and use of any required emergency flotation device.
  • The location and use of oxygen masks.
  • Other emergency equipment provided for individual use or for collective use.

Cabin crew will conduct the selected contents of briefing according to the actual state of the passenger.

Contents of Briefing:
  • The location and use of seat belts.
  • The location and use of oxygen masks.
  • The location and use of life vests.
  • The two nearest exits and how many rows away from the exits (front and back).
  • Explain to the subject passenger, should an emergency evacuation become necessary; one is required to follow the instruction given by duty zone cabin crew to proceed to an exit.
  • When an evacuation becomes necessary, all passengers are required to evacuate immediately. If a passenger cannot evacuate on their own, the cabin crew or Passenger Service Personnel (PSP) will assist them. For vision-impaired passengers, use the oxygen mask and life vest from the Demo Kit to conduct the safety briefing. Guiding the passenger from their seat to the exit is often the most effective way to help. Additionally, the passenger should refer to the Blind Version of Safety Instruction.
When leading the way for a visually impaired passenger:

Cabin crew performs verbal instruction before providing assistance or service to a subject passenger.

  • Effective communication with the passengers must be established.
  • Cabin crew stand in front of the passenger, pat one’s hand back gently to let the subject passenger be able to hold cabin crew’s arm.
  • Inform obstacle ahead.
  • Direct the subject passenger to seat by putting one’s hand on the armrest or the seat back so that one will be able to seat oneself easily.
  • Assist the passenger in being seated with seat belt fastened and introduce the seat facilities and surroundings according to one’s facing direction, and the nearest lavatory.
During the flight

Flight Pursers and cabin crew provide adequate service, assistance, and care during in-flight.

  • Assist the physically impaired passenger, the accompanied adult passenger or medical personnel in moving the passenger to or from one’s seat.
  • Ask the accompanied adult passenger or the medical personnel, if available, about the appropriate meal serving time and any special requirements from the subject passenger before meal service.
  • Assist with the use of the on-board wheelchair and assistive device to enable the person to move to and from a lavatory.

Below are the key points to consider regarding bringing portable electronic medical equipment on board. Please note that these guidelines do not apply to CRJ aircraft types and code-shared flights that are not operated by Uganda Airlines

  • Please notify Uganda Airlines about any portable electronic medical equipment that you will bring on board at least 48 hours before departure. Please follow the service staff’s instructions to complete all necessary procedures.
  • Charging equipment is not permitted on board, spare batteries must be brought on board following Uganda Airlines’ regulations. Additionally, they must meet the provisions in the Dangerous Good Regulations of Air Transport.
  • Only humidifiers connected to medical devices can be used onboard. Personal humidifiers are not permitted to be used onboard.
  • Please complete the check-in procedure as soon as possible on the boarding date and arrive at the boarding gate early so that the airport staff will have enough time to make arrangements for you.
  • Passengers shall also comply with the destination country's regulations on portable electronic medical devices, if any.

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