Airtel Uganda has been recognized for excellence after winning the Best PR Campaign of the Year award at the prestigious 2025 Uganda Marketing Excellence Awards (UMEAs), held at Kampala Serena Hotel.
The award recognizes Airtel Uganda’s strategic and effective management of a reputational crisis that arose from an online backlash led by Dr. Jim Spire Ssentongo regarding alleged fraudulent activities linked to Airtel Money.
This recognition highlights Airtel Money’s renewed focus on openness, accountability, and faster response to customer concerns. It marks an important moment for the brand, reflecting the deliberate efforts made in recent months to improve customer support, particularly during high-stress situations.
Commenting on the recognition, David Birungi, PR and Communications Manager at Airtel Uganda, emphasized the company’s commitment to placing customers at the centre of its communications and response strategy.
“This recognition affirms the direction we’ve taken as a team,” said Birungi. “Customers want to feel heard and taken seriously. This award shows that our efforts to be more present, more accessible, and more transparent are making a real difference.”
In recent months, Airtel Money has invested heavily in strengthening customer engagement and combating fraud. Among these efforts was the launch of Africa’s first AI Spam Alert service, which uses artificial intelligence to detect and flag spam messages for customers.
To date, the service has detected over 205 million spam messages across Africa. Customers are also encouraged to use the My Airtel App, which provides greater control and convenience over transactions.
In addition, Airtel Uganda’s leadership has increased its public visibility by engaging customers directly on public platforms, offering personal reassurances to affected users, and establishing clearer processes for reporting lost lines and suspected fraud.
Customer feedback revealed that many users were previously unaware of the correct steps to take when their lines were compromised. In response, Airtel Money launched a public awareness campaign and implemented internal training programs to ensure staff can guide customers quickly, clearly, and confidently.
“The work doesn’t stop with the award,” Birungi added. “It motivates us to keep building simple, reliable ways for customers to reach us and get the help they need without confusion or delay.”
The recognition celebrates Airtel Money’s shift toward a more open, community-centred approach, one that the company says will continue to guide its decisions and customer engagement going forward.
