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Information for passengers of canceled flights in connection with the coronavirus. More details

Claims rules

To return money, you need to fill out a return application and send it to the address: 620025 Yekaterinburg, 1G Utrenny lane

Attention! The complaint (claim) must be signed by the applicant in person or by his legal representative, otherwise, the claim is not subject to consideration.

In the event of a claim to the work of Ural Airlines, as well as in order to compensate for inconvenience (damage), you need to file a claim in accordance with the requirements of Russian law.

The right to submit claims to the carrier has an individual (client / passenger), legal entity and persons representing the interests of individuals / legal entities in the manner prescribed by law.

The procedure for filing a claim.

A claim against a carrier during domestic air transportation may be brought within six months.

The indicated period is calculated as follows:

  • for damages in case of shortage or damage (spoilage) of baggage, as well as in case of delay in their delivery - from the day following the day of baggage claim
  • for damages in all other cases - from the day the event that served as the basis for the presentation of the claim

For international transportation in the following periods:

  • in case of damage to baggage - within 7 calendar days from the date of receipt of baggage;
  • in case of delay in baggage delivery - within 21 calendar days from the date of baggage claim to the passenger or to the person entitled to receive it;

Baggage is considered lost if it is not found during the search within 21 calendar days from the day following the day on which it was supposed to arrive at the destination.

In all other cases - within 2 (two) years from the date of execution of the air carriage agreement specified in the contract of carriage.

Claims accepted:
in writing with the originals (if any) or duly certified copies of documents confirming: conclusion of an air transportation agreement (ticket), fact of damage (PIR), amount of damage (fiscal documents).

Claims are submitted to OJSC Ural Airlines and sent to the mailing address: 620025, Sverdlovsk Region. , Ekaterinburg, per. Morning 1 g.

Attention! Claims of passengers received by phone, submitted verbally or left in the form of messages on the website are not considered filed in compliance with the requirements for the claim, and are not subject to consideration in the manner prescribed by law.

Please note, due to the non-standard situation related to COVID-19, the time limit for considering each complaint is up to 60 days.

The claim must indicate:

  • name of the carrier (OJSC Ural Airlines OJSC) to which a claim is made;
  • Name of the person filing the claim and his address, or name of the representative and his address, if the application is submitted by the representative;
  • circumstances of the incident, which are the basis for the presentation of the claim;
  • applicant requirements;
  • claim amount and its reasonable calculation;
  • bank details for the transfer of cash refunds (if it is preferable to receive cash in non-cash form);
  • TIN of an individual for transferring reimbursement of funds (if it is preferable to receive funds in non-cash form)
  • list of documents attached to the application.

The following shall be applied to the claim (depending on the nature of the claim):

  • in case of using an electronic ticket, the following details must be indicated: ticket number (if known), flight number and flight date, passenger's last name, document (passport) number. In case of using a paper ticket - its original (flight and / or passenger coupon);
  • receipt for excess baggage (if carried);
  • receipt of various fees (if issued);
  • tear-off luggage tag;
  • a malfunction report (PIR) for baggage transportation, drawn up by the passenger by the carrier or service agent immediately upon detection of a malfunction before the passenger leaves the baggage claim area;
  • the originals of documents confirming the amount of damage to the passenger (checks, receipts of payment, etc.), in the absence of the possibility of presenting the originals, must be appropriately executed and certified copies.
  • if your claim is related to compensation for unused vacation time on a tourist permit, then the following must be attached to the claim: contract for the sale of a tourist product; travel voucher or reservation sheet; documents confirming the payment of the tour; certificate of the cost of a day at the hotel.