Airtel Uganda clinches top PR award for masterful crisis management amid fraud allegations
Faisal Ssesanga, Executive - PR at Airtel, receives the award on behalf of Airtel Uganda during the Uganda Marketing Excellence Awards.
Kampala, Uganda — Airtel Uganda was honored with the Best PR Campaign of the Year award at the 2025 Uganda Marketing Excellence Awards (UMEAs) held yesterday at Kampala Serena Hotel. The award recognizes the company’s effective management of a recent reputation crisis sparked by online backlash over alleged fraudulent activities related to Airtel Money.
The crisis emerged following accusations by Dr. Jim Spire Ssentongo, which triggered widespread concern on social media. Airtel Uganda’s response focused on transparency, accountability, and proactive customer engagement, helping to restore public trust.
Airtel Uganda’s PR and Communications Manager, David Birungi, acknowledged the importance of addressing customer concerns directly and effectively. He said, “This award reflects the efforts we’ve made to be more accessible and transparent, ensuring customers feel heard and supported during difficult situations.”
In recent months, Airtel Money has implemented several measures to improve customer experience and security. These include the launch of Africa’s first AI-powered Spam Alert service, which has successfully detected over 205 million spam messages, and enhancements to the My Airtel App, offering customers greater control over their transactions.
The company also increased its presence on public platforms, engaging with customers directly, providing reassurance, and clarifying processes for reporting lost SIM cards and suspected fraud cases. Moreover, Airtel Uganda initiated public awareness campaigns and internal staff training to help customers navigate fraud-related issues more confidently.
Despite the recognition, Birungi emphasized that the work is ongoing. “This award motivates us to continue developing clear and reliable channels for customer support,” he stated.
Airtel Uganda’s approach signals a broader shift toward a more transparent, community-oriented business model, which the company plans to maintain as it moves forward. The recognition at UMEAs highlights the growing importance of effective reputation management in Uganda’s dynamic telecommunications sector.
