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Aviation Authority to formulate Customer care service Charter


Jan 18, 2022

The Uganda Civil Aviation Authority (UCAA) is in a drive to formulate a customer service charter aimed at enforcing customer care services at Entebbe airport among other aerodromes. Ms. Olive Lumonya, the UCAA deputy director general said the aviation authority is to establish a customer services department at Entebbe airport with officers whose main role will be, to attend to people.

“Whereas this may not materialise soon, it is part of the long-term plans since we are looking at changing the image of this airport in the eyes of the general public,” explained Ms. Lumonya. She underscored the importance of customer care services which she said, includes knowledge and the right information about Entebbe airport.

“Having the right information, will help to water down all the wrong information out there such as the stories regarding the sale of Entebbe airport,” remarked Ms. Lumonya.

She made the remarks on Tuesday during a meeting where the aviation regulator engaged all stakeholders who operate from Entebbe airport. The five-days meeting was attended by representatives from immigration, customs, security, ground handling, airlines, banks, port health and UCAA among others.

Customer Service Charter

Eng. Ayub Sooma, the director airports and aviation security said, UCAA is in the final stages of formulating a binding customer service charter which will stipulate degree levels upon which different stakeholders shall follow while handling passengers who use Entebbe airport among other airports in the country.

“A draft of the charter was to first be rolled out to all intended stakeholders before UCAA comes up with the final set of guidelines,” explained Eng. Sooma adding that it should be the responsibility of all stakeholders to protect and uphold the good image of Entebbe airport.

Mr. Kenneth Otim, the UCAA Principal public affairs officer echoed that, the customer service charter entails service levels which different stakeholders at the airport ought to meet. “The airport makes the first and last impression for every visitor coming or leaving Uganda,” said Otim.

Chris Muhango, a trainer in customer services who was also the lead facilitator during the workshop said, airport customer service is all about interacting with travelers at all points of the airport and improving their overall experience.

“It also involves providing support to travelers with their bookings, reservations, processing boarding passes, managing check-ins and required clearings among others,” said Muhango adding that oftentimes, travelers are jetlagged hence need to cool down with good services.

“Given the renovation and upgrades being carried out at the airport, we are already on the right track, because having good facilities and structures contribute a lot to customer care service,” stated the UCAA deputy director general. A customer care service charter stipulates clear obligations pertaining to every stakeholder at the airport.

Vianney Luggya, the UCAA public relations manager said, Entebbe airport recorded 67,000 metric tonnes of cargo last year 2021, an increment from 59,000 metric tonnes which were recorded in 2020 and 64,000 metric tonnes in 2019. On the side of passengers he noted that the airport recorded over 943,378 passengers last year 2021 among whom included 507,710 departing passengers and 435,668 arrivals.

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