UCAA Trains Entebbe Airport Stakeholders on Better Customer Care
The Uganda Civil Aviation Authority (UCAA) organized a two-day customer care training workshop aimed at improving service delivery and passenger experience at Entebbe International Airport.The training was held from Thursday, August 14 to Friday, August 15, 2025, at Imperial Golf View Hotel in Entebbe, bringing together various stakeholders involved in the day-to-day operations of the airport.
The workshop was officially opened by the General Manager of Entebbe International Airport, Mr. Emmanuel Barungi, who highlighted the importance of providing passengers with quality and professional services throughout their airport experience.Mr. Barungi emphasized that every person working at the airport plays an important role in shaping the experience of visitors and travellers arriving in or departing from Uganda.He reminded participants that airport employees and service providers are effectively among the first representatives of Uganda that many international visitors encounter.
The General Manager encouraged participants to actively engage in the training by sharing their experiences, asking questions and learning from one another.He said the real value of the workshop would come from the practical ideas exchanged during the sessions and the commitment by participants to apply what they learned in their respective workplaces.The training brought together stakeholders from different sectors operating at Entebbe International Airport.Among those represented were Immigration, Customs, foreign exchange bureau operators, duty-free shops, hotels, passenger and ground-handling companies, restaurants and other service providers.The broad participation was intended to ensure that customer care standards are strengthened across the different points where passengers interact with airport service providers.
The workshop focused on developing a customer-centred culture among airport stakeholders.Participants were equipped with knowledge and practical approaches aimed at improving the way they communicate and interact with passengers.The training also emphasized the importance of professional conduct and consistent service delivery in creating a positive experience for travellers.
Facilitator Mr. Chris Roddy Muhango led the training sessions, focusing on approaches that can help stakeholders better understand and respond to the needs of airport customers.The workshop comes as part of efforts to enhance the overall passenger experience at Entebbe International Airport, Uganda’s main international gateway.Customer satisfaction is an important part of the aviation sector, particularly as airports bring together passengers, airlines, government agencies, hospitality businesses and other service providers.UCAA’s engagement with airport stakeholders seeks to encourage greater cooperation among the different groups working within the airport environment.By strengthening customer care skills, the stakeholders are expected to contribute to a more welcoming and efficient experience for passengers using Entebbe International Airport.The training also highlighted Uganda’s hospitality and the role airport stakeholders can play in presenting a positive image of the country to both domestic and international travellers.The workshop concluded with participants expected to apply the lessons and customer-focused practices gained during the two-day training in their daily operations.
