✅ Trip Verified
| Entebbe to London via Nairobi. I recently spent some time volunteering in Uganda and whilst I was there broke and dislocated my ankle quite badly. I needed to return home a few days earlier than planned, to undergo surgery, so rebooked a flight at additional cost and requested wheelchair assistance. Upon arrival at entebbe airport, they seemed unaware of my situation despite having been informed, but did sort out some help. I also asked if it would be possible to be upgraded if there were spare seats in business class as it was important to keep my leg, which was in a cast, elevated as much as possible and particularly during a flight when it may swell more. The check in desk confirmed there were seats but that they couldn’t upgrade me there but that it should be possible in Nairobi where I would change to take an 8.5hr flight to London. At the gate in Nairobi I once again asked if it would be possible to sit in business class so I could elevate my leg. The man on the desk said that he couldn’t do anything without invoicing me but it was his attitude rather than refusal that really annoyed me. He was completely unsympathetic, laughing at me and treating me as if I was just trying to get some free perks. I was clearly in pain and the most annoying thing was that the flight was actually half full. As a goodwill gesture he’d ‘upgraded’ me to the seats with more legroom but as I explained to him when he did so, that would not help as there was nothing to rest my leg on, so it was still dangling down, putting pressure on the ankle and causing swelling. This seat was also very awkward to get in and out of due to the way the screens came out of the seat from the side and had no additional room to the side as the armrests were fixed. However, it did provide me with a great view of the business class section which was virtually empty, and I was galled to see there were several passengers in economy with at least 4 seats to themselves, enabling them to lie down for the entire flight and had they so wished to elevate their leg! At no point had the man on the desk mentioned that there were many spare seats which would have enabled me to elevate my leg quite comfortably, despite me explaining the issue. None of the air hostesses expressed any concern for my situation throughout the flight despite my obvious discomfort and attempts to create a platform from bags and cushions to rest my leg on. Whilst I understand that other people have paid for the benefit of a business class seat, I felt that in extenuating circumstances such as this, the airline could have made a goodwill gesture to ensure their passenger’s wellbeing and comfort. I will not be recommending them to others and certainly won’t be rushing back to travel with ‘the pride of Africa’ any time soon. It topped off a disappointing end to what would have been a fascinating trip, but has left a sour taste in my mouth for this particular airline.