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Air ticket refund policy

Refund Policy

Refunds for air tickets purchased before May 1, 2020.

According to the Decree of the Government of the Russian Federation of July 6, 2020 No. No. 991, the procedure for refunding money for air tickets purchased before May 1, 2020, for the dates of the flight has been changed:

  • from February 1, 2020 to / from China
  • from March 18 to all international and domestic destinations

The passenger has the right:

  • Receive a Certificate for the amount of each ticket
  • Receive funds not used to pay for the Carrier's services after 3 years from the date of departure of the flight

A passenger recognized as a group 1 or 2 disabled, as well as a veteran of the Great Patriotic War, a person accompanying a group 1 disabled person or a disabled group 2 child, a person holding a large family certificate or other documents confirming the status of a large family in the manner prescribed by the regulatory legal acts of the subjects The Russian Federation has the right to apply for a refund of the carriage charge before the expiration of 3 years from the date of departure of the flight specified in the ticket, as well as before the date of air transportation specified in the ticket.

To issue a certificate, a passenger must:

  1. Send a request on the website www.uralairlines.ru in the "Feedback" section (located at the bottom of the main page), choosing the type of application "Certificate".

  2. or
  3. Apply by mail to the address of the Airline: 620025, Yekaterinburg, per. Morning, 1G.

  4. or
  5. Contact the place of purchase of the ticket.

More information about the certificate can be found here ( https://www.uralairlines.ru/sertificate/sertificate4/ )

Registration of a voluntary refund for air tickets

2.1 For air tickets purchased on the official website of the Airline, in the mobile application or through the Passenger Support Service *

To issue a refund on the official website www.uralairlines.ru in the Order Management section, you must:

  • select "Return ticket"
  • indicate passengers, destination and services (if any)
  • click "Calculate the amount" (the amount will be calculated automatically, according to the terms of the tariff application)
  • confirm return

* A return request is processed within 15 business days. Refunds are made to the bank card from which the ticket was purchased. The term of receipt of funds is from 5 to 20 days, depending on the issuing bank. At the same time, the airline is not responsible for the increase in the terms of the transfer of funds, which depend on the issuing bank.

2.2 For air tickets purchased at the official ticket offices of Ural Airlines, at the ticket offices of air travel agencies or on aggregator sites

To issue a refund, you must contact the place of purchase of the ticket.

Please note: According to the fare application conditions, the passenger must cancel the flight no later than before the end of check-in. It is possible to cancel a flight:

Registration of an involuntary refund for air tickets.

Forced refunds include:

  • Flight delay or cancellation
  • Passenger disease
  • Death of a passenger or close relatives

3.1 For air tickets purchased on the official website of the Airline, mobile application or through the Passenger Support Service *

To issue a refund on the official website www.uralairlines.ru in the Order Management section, you must:

  • select "Return ticket"
  • indicate passengers, destination and services (if any)
  • indicate "Forced"
  • attach documents / certificates **
  • confirm return
  • select "Cancel flight"

* A return request is processed within five business days. Refunds are made to the bank card from which the ticket was purchased. The term of receipt of funds is from 5 to 20 days, depending on the issuing bank. At the same time, the airline is not responsible for the increase in the terms of the transfer of funds, which depend on the issuing bank.

3.2 For air tickets purchased at the official ticket offices of Ural Airlines, at the ticket offices of air travel agencies or on aggregator sites

To issue a refund, you must contact the place of purchase of the ticket and provide documents / certificates confirming the forced refund **.

Please note: According to the fare application conditions, the passenger must cancel the flight no later than before the end of check-in. It is possible to cancel a flight:

** Requirements for documents / certificates confirming the forced return.

In case of illness, the passenger must provide:

Medical certificate (it is allowed to provide a copy of the certificate certified by a notary), which will indicate:

  • clearly readable name, details of the medical institution that issued the certificate;
  • stamp of the medical institution that issued the certificate;
  • clearly readable position and surname of the doctor who issued the certificate;
  • signature, seal of the doctor who issued the certificate;
  • signature, seal of the head of the department or the head physician of the medical institution that issued the certificate;
  • date of issue of the certificate;
  • correspondence of the dates of illness indicated in the certificate to the dates of transportation. In case of discrepancy in the conclusion, it should be indicated "It is not recommended to fly on the specified dates."
    or
    Passenger disability certificate certified by the employer or signed and stamped by an authorized person of Ural Airlines (representative of the airline)
    or
    Help from the terminal (airport) health center on the non-admission of the passenger to the flight.

In the event of the death of a passenger or a close relative, it is necessary to provide a death certificate of the relative, as well as documents that confirm the marriage relationship with him or kinship.