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 pre-ordering special meals for guests with religious or health dietary requirement; we also provide special meals for vegetarian, infant and small children. Please select a meal from the Uganda Airlines Special Meal listing 24 hours before flight departure and feel free to contact Uganda Airlines local reservation office, we will do our best to make arrangement 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.
Ensure all passengers are familiar with the followings before take-off.
Cabin crew will conduct the selected contents of briefing according to the actual state of the passenger.
Contents of Briefing:
When leading the way for a visually impaired passenger:
Cabin crew performs verbal instruction before providing assistance or service to a subject passenger.
During the flight
Flight Pursers and cabin crew provide adequate service, assistance, and care during in-flight.
We accept dogs that are specifically trained to assist passengers with medical or mental disabilities to be carried free of charge in the cabin as service dogs or emotional support dogs.
When travelling with service dogs in the cabin such as seeing-eye dogs, hearing dogs, medical assistant dogs and sensory, intellectual or other mental assistant dogs, the passenger should fill in and provide the essential documents provided by our staff during check-in or boarding.
Passengers who need to bring electronic medical equipment (such as oxygen generators, suction devices, apparatus respirators, etc.) on broad because of health conditions must contact our reservation office at least 48 hours before departure to explain the passenger's condition as well as complete the advanced notification procedure. Below are the main remarks regarding bringing portable electronic medical equipment on broad (not applicable to CRJ aircraft type and the code-shared flights that are not operated by Uganda Airlines):