How to get a refund for tickets ordered online

The amount to be refunded is calculated in accordance with the Tariff Application Terms (TAT) which should be read carefully at the first step of booking procedure.

Electronic ticket refund

Refund of the air ticket purchased on the airline’s website with a credit card

The refund amount for the tickets puchased online with a credit card will be credited to the credit card used to purchase the ticket. The period for transfer of funds is 5-20 days depending on the issuing bank.

Refund requests may be made in two ways:

1.    At the Airline’s box office

The following documents are required

ñ a receipt, if available

ñ passport;

ñ in case refund is requested by proxy:  a notarized power of attorney for requesting a refund for unused air ticket due to flight cancellation  

2.     On the airline’s website in the section Order status (!only for e-tickets)

Open your order in the Order status section and check the amount to be refunded (press the order price or the ‘Calculate’ link). At the bottom of the page with the information about the order, press the REFUND button and choose the passengers for whom the refund is performed.  

After the refund request is made:

1. A letter with a link to confirm the request will be sent to the e-mail specified during the booking.

2. Use this link to go to the web site page where you can once again check that the passengers have been chosen correctly, read the information about the rules of refund and confirm the ticket cancellation. Once the request is confirmed the booking shall be cancelled and may not be restored!

3. The ticket will be refunded within one day.

Refund of the air ticket purchased on the airline’s website with eCash

The refund amount will be credited to the electronic wallet which was used for payment.  

The refund is processed by one of the box-offices authorized to issue air tickets purchased on the website.

Refund of the air ticket purchased through the Euroset chain stores 

To get a refund on orders paid in one of the Euroset chain stores please:

1.     Contact the store through which payment was made.

2.     Show the ticket receipt printout, passport and the order payment receipt*.

3.     Fill in the refund request form.

4.     Return to collect the refund 24 hours after the moment the refund request was filed.

5.     Collect the money, the receipt confirming the refund, and a copy of the refund request form.

*In case the refund is requested by a person other than the passenger a notarized power of attorney for the air ticket cancellation and refund, passport, the ticket receipt printout and payment receipt shall be required.

Refund of the air ticket purchased through a payment terminal

A refund of the air ticket can be received in any  company’s box office of the Ural Airlines. Please have your passport with you, and if the refund is claimed by a proxy he/she should present a notarized power of attorney for flight cancellation and refund.

The refund will be paid in cash in the box office. 

Refund of the air ticket purchased through the QIWI terminal or through the QIWI Wallet

A refund of the air ticket can be received in any  company’s box office of the Ural Airlines. Please have your passport with you and if the refund is claimed by a proxy he/she should present a notarized power of attorney for flight cancellation and refund.

The refund will be paid in cash at the box office. 

Refund of the air ticket paid in the Gazprombank ATM 

A refund of the air ticket can be received in any  company’s box office of the Ural Airlines. For this you will need your passport and the receipt.  The refund amount will be credited to the card which was used to make the payment. The period for transfer of funds is 5-20 days depending on the issuing bank.

Refund of the air ticket paid by bank transfer

The air ticket cancellation and refund can be processed in the airline’s box office at the following address: 8 ‘d’, 8 Marta Str., Yekaterinburg, (Trade Center ‘Mytny Dvor’) or by means of filing a request to the Financial Director of the Airline – E.V. Ikchurina. The original request needs to be sent to the airline at the following address: 620025, Ural Airlines, 1‘g’, Utrenny pereulok, Yekaterinburg.

The request should list the names of passengers, ticket numbers, flight dates and destinations, as well as the company’s details.  Download the request form sample.

Unless otherwise specified in the refund request, the refund amount will be credited to the account which was used to pay for the unused air tickets.

The refund shall be made within one month from the date of the refund request (unless otherwise provided for in the Tariff Application Terms).

The air ticket can be cancelled by the passenger in whose name it was issued or by his/her representative under the notarized power of attorney.

Refund of the air ticket purchased in the Airline’s box office 

A refund for the ticket purchased in the airline’s box office may be received in the same box office where it was bought.

The following documents should be presented to the box office clerk:

ñ a receipt, if available

ñ passport;

ñ in case refund is requested by proxy:  a notarized power of attorney for requesting a refund for unused air ticket due to flight cancellation 

Refund of a paper ticket

A paper ticket cancellation and refund irrespective of the form of payment is to be processed in any of the Ural Airlines’ box offices

The following documents should be presented to the box office clerk:

ñ a receipt, if available

ñ passport;

ñ in case refund is requested by proxy:  a notarized power of attorney for requesting a refund for unused air ticket due to flight cancellation 

Fees charged for refund

In case of flight cancellation by passenger and refund of tickets purchased on the website a fee can be charged in accordance with the TAT.  For flights within the RF and the CIS it can be 0 to 25% of the tariff (unless otherwise provided for in the TAT). Fees can also apply to international flights.

Please read carefully the Tariff Application Terms during the first step of the booking procedure and take into account that the amount of the refund fee can be different for adults and children. An additional fee is charged for the booking cancellation and refund processing. The amount of this fee is 500 roubles per ticket issued in accordance with the published domestic flights fares, or 12.5 Euro per air ticket issued in accordance with the published fares for the CIS flights. Exceptions shall apply to the following categories of passengers: See the list.