We had a quick 4 day trip with this operator out of Kampala in January 2012. The trip included Bwindi Impenetrable Forest for Gorilla Trekking and Queen Elizabeth National Park. The trip was arranged with Robert, the owner, but we had a different guide as Robert was busy with another group. The properties we stayed at were fine and the food very good. The experience of the gorillas at Bwindi was amazing and Queen Elizabeth Park was quite nice as well with a fair amount of wildlife seen. Our driver/guide was really more of a driver with very little information shared. Language may have been a bit of a factor or maybe he just didn't realize that we wanted to know about stuff. I asked a lot of questions, which he would answer, but was never just spontaneously sharing information. Very sadly, we had just left on a morning game drive in Bwindi when our driver/guide got a phone call that his wife, who had been ill, had just died. He asked if we could cancel the rest of the activities so he could immediately return to his family in Kampala. Of course, we agreed. We made it to Kampala in one piece and were dropped at our hotel. I later contacted Robert for a partial refund since we missed out on the last day's activities. His response was that his driver should have continued with the tour, but since we gave him permission to return to his grieving family, there would be no compensation. We are not monsters and certainly would not insist on the tour going forward knowing the man had just lost his wife and was crying as he was driving. Since funds had to be wired to him in advance and no credit cards were used, there was really nothing I could do.
For this customer service issue, I cannot recommend Fish Eagle Tours in Uganda.