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- About airline
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- UAM logbook
- Information for shareholders
- Press center and advertising
- Aviation and Technology Centre
- Transport safety
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- Baggage tracing
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Refund Policy
The return rules depend on the method of payment for the order and the conditions for applying the tariff (UPT). The amount to be refunded is calculated in accordance with the conditions for applying the tariff, which you must familiarize yourself with when booking at the first step.
The freight charge paid for air transportation is not refunded if the passenger notified the carrier of the refusal of air transportation after the check-in time for the flight indicated on the ticket expires.
- Voluntary refund
1. To issue a refund of a ticket purchased on the AK website, in a mobile application or through a passenger support service:
1.1 On the airline’s website, in the Feedback section (only for tickets purchased on the AK website, in the mobile application and through the passenger support service), make a request for a voluntary refund.
The application for refund is processed up to five business days from the date of issuing the ticket refund. Refunds for tickets booked online with a card are paid back to the card. The term for transferring funds is 5–20 days, depending on the issuing bank. At the same time, the airline is not responsible for extending the terms for transferring funds, which depend on the issuing bank.
2. Issue a refund of the ticket paid at the airline ticket office
Refunds of tickets paid at the ticket office are made only at the ticket office where the tickets were paid.
1. To cancel seats by phone of the passenger support service 8-800-7700-262 (before the end of the time for registering passengers for the flight indicated on the ticket);
2. Go to the ticket office at the place of purchase, money is returned only at the ticket office where the tickets were paid.
When contacting the cashier, you must have:
- a check if it is in the hands of a passenger;
- passport;
- if the return is carried out by proxy: a notarized power of attorney to submit an application for a refund of the cost of the ticket in connection with the refusal of carriage.
The procedure for issuing a refund of an air ticket paid on the websites and at the box office of air transportation sales agencies.
1. To cancel seats by phone of the passenger support service 8-800-7700-262 (before the end of the time for registering passengers for the flight indicated on the ticket);
2. Contact the agent who issued the ticket at the place of purchase.
- Вынужденный возврат авиабилета
Уплаченная за воздушную перевозку провозная плата подлежит возврату в случае вынужденного отказа (вынужденным признается отказ в случае предусмотренные п. 227 ФАП №82 от 28.06.2007) пассажира от воздушной перевозки при условии уведомления об этом перевозчика до окончания времени регистрации пассажиров на рейс, указанный в билете.
- Порядок оформления возврата авиабилета в случае отмены рейса
Ваши авиабилеты действительны к перевозке в течение 365 дней с даты покупки.
1 . Информация для пассажиров отмененных рейсов
На данный момент авиасообщение прекращено - это временная мера и Авиакомпания надеется, скоро ситуация изменится.
Авиакомпания предлагает воспользоваться одним из предложенных вариантов:
Вариант № 1.1 (доступен по месту приобретения)
- Изменить дату вылета на более позднюю, БЕЗ ШТРАФА И ДОПЛАТЫ: на период вылета с сегодняшнего дня до 30.06.2020, либо с 01.09.2020 до 20.12.2020*.
- Изменить дату вылета на более позднюю, БЕЗ ШТРАФА с доплатой до доступного тарифа: на период вылета с 01.07.2020 до 31.08.2020
Вариант № 1.2 (доступен по месту приобретения)
- Изменить маршрут с добором до тарифаДля перелетов в страны СНГ – возможна замена местами пункта вылета и прилета
Вариант № 1.3(доступен по месту приобретения)
- Заменить пассажира (ФИО полностью) – вместе с изменением даты вылета и/или направления.
Вариант № 1.4 доступен через заявку в разделе Обратная связь
Возврат полной суммы за авиабилет Бонусами на оформление будущих перелетов на личный счет участника программы «Крылья»
Заявку на выбранный Вами вариант также можно оставить на сайте в разделе Обратная связь, в сообщении необходимо указать выбранный пассажиром вариант.
* При наличии возможности
** Бесплатное изменение допускается не более одного раза
- Procedure for issuing a ticket refund in case of flight delay
Your tickets are valid for transportation within 365 days from the date of purchase.
1 . Information for passengers of canceled flights
At the moment, air traffic has been stopped - this is a temporary measure and the Airline hopes that the situation will change soon.
The airline offers to use one of the proposed options:
Option No. 1.1 (available at the place of purchase)
- Change the departure date to a later one, WITHOUT PENALTY AND SUPPLEMENT: for the departure period from today until 06/30/2020, or from 09/01/2020 to 12/20/2020 *.
- Change the departure date to a later one, WITHOUT PENALTY with surcharge to the available fare: for the departure period from 07/01/2020 to 08/31/2020
Option No. 1.2 (available at the place of purchase)
- Change the route with an extension to the tariffFor flights to the CIS countries - it is possible to swap the departure and arrival points
Option No. 1.3 (available at the place of purchase)
- Replace the passenger (full name) - together with a change in the departure date and / or direction.
Option No. 1.4 is available through the application in the Feedback section
Refund of the full amount for the ticket with Bonuses for issuing future flights to the personal account of the Wings program participant
An application for your chosen option can also be left on the website in the Feedback section, the message must indicate the option chosen by the passenger.
* Subject to availability
** Free change is allowed no more than once
- The procedure for issuing a medical ticket refund
Your tickets are valid for transportation within 365 days from the date of purchase.
1 . Information for passengers of canceled flights
At the moment, air traffic has been stopped - this is a temporary measure and the Airline hopes that the situation will change soon.
The airline offers to use one of the proposed options:
Option No. 1.1 (available at the place of purchase)
- Change the departure date to a later one, WITHOUT PENALTY AND SUPPLEMENT: for the departure period from today until 06/30/2020, or from 09/01/2020 to 12/20/2020 *.
- Change the departure date to a later one, WITHOUT PENALTY with surcharge to the available fare: for the departure period from 07/01/2020 to 08/31/2020
Option No. 1.2 (available at the place of purchase)
- Change the route with an extension to the tariffFor flights to the CIS countries - it is possible to swap the departure and arrival points
Option No. 1.3 (available at the place of purchase)
- Replace the passenger (full name) - together with a change in the departure date and / or direction.
Option No. 1.4 is available through the application in the Feedback section
Refund of the full amount for the ticket with Bonuses for issuing future flights to the personal account of the Wings program participant
An application for your chosen option can also be left on the website in the Feedback section, the message must indicate the option chosen by the passenger.
* Subject to availability
** Free change is allowed no more than once
Requirements for medical documents:
1. The original certificate of the medical institution about the state of health on the departure date of the flight indicated on the ticket.
The certificate must contain:
- clearly readable name, details of the medical institution that issued the certificate;
- the seal of the medical institution that issued the certificate;
- clearly readable position and name 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 chief physician of the medical institution that issued the certificate;
- date of issue of the certificate;
- correspondence of the dates of the disease indicated in the certificate to the dates of transportation. In case of inconsistency, the conclusion should indicate "flight on the indicated dates is not recommended."
2. Copies of the passenger disability certificate certified by the employer or endorsed by the signature and seal of the authorized person of Ural Airlines (representative of the airline at the airport)
3. The original certificate of the health center of the terminal (airport).
The certificate must contain:
- clearly readable name of the health center that issued the certificate;
- printing of the health center that issued the certificate;
- clearly readable position, name of the doctor who issued the certificate;
- signature of the doctor who issued the certificate;
- date of issue of the certificate;
- correspondence of the date of illness specified in the certificate to the date of transportation.
When a passenger applies to the Agency that issued the ticket in the territory of the Russian Federation, a medical document issued outside the Russian Federation must be accompanied by a notarized translation of the presented medical document into Russian.
When a passenger applies outside the Russian Federation to the Agency that issued the ticket, a translation of the document into Russian or English must be attached to the presented medical document, certified by a notary in accordance with the legislation of that country.
Agency fees for the sale of airline tickets are non-refundable, unless otherwise provided by the rules of the Agency.
Information on the facts of the provision of false documents is subject to transfer to the police of the Russian Federation in order to conduct an audit and bring the perpetrators to justice.
- Порядок оформления возврата авиабилета в случае отмены рейса
Note: After processing the return, the timing for crediting funds to a bank card directly depends on your Issuing Bank. On average, terms are from 2 to 14 banking days. In exceptional cases, up to 30 banking days. In case of non-crediting of funds, please inform the passenger support service help@u6.ru .
For circulation, please provide an official extract from the bank account of your card from the date of confirmation of the issued return, certified by the seal of the Bank and the signature of the Bank employee.
- Buying and returning a ticket
Refund Policy
The return rules depend on the method of payment for the order and the conditions for applying the tariff (UPT). The amount to be refunded is calculated in accordance with the conditions for applying the tariff, which you must familiarize yourself with when booking at the first step.
We inform that from 06.21.2014. The Federal Law of April 20, 2014 entered into force. No. 79-ФЗ “On Amendments to the Air Code of the Russian Federation”, in terms of the conditions for the return / non-refund of the carriage charge upon termination of the passenger air carriage agreement .
The freight charge paid for air transportation is not refunded if the passenger notified the carrier of the refusal of air transportation after the check-in time for the flight indicated on the ticket expires.- Voluntary refund
1. To issue a refund of a ticket purchased on the AK website, in a mobile application or through a passenger support service:
1.1 On the airline’s website, in the Feedback section (only for tickets purchased on the AK website, in the mobile application and through the passenger support service), make a request for a voluntary refund.
The application for refund is processed up to five business days from the date of issuing the ticket refund. Refunds for tickets booked online with a card are paid back to the card. The term for transferring funds is 5–20 days, depending on the issuing bank. At the same time, the airline is not responsible for extending the terms for transferring funds, which depend on the issuing bank.
2. Issue a refund of the ticket paid at the airline ticket office
Refunds of tickets paid at the ticket office are made only at the ticket office where the tickets were paid.
1. To cancel seats by phone of the passenger support service 8-800-7700-262 (before the end of the time for registering passengers for the flight indicated on the ticket);
2. Go to the ticket office at the place of purchase, money is returned only at the ticket office where the tickets were paid.
When contacting the cashier, you must have:
- a check if it is in the hands of a passenger;
- passport;
- if the return is carried out by proxy: a notarized power of attorney to submit an application for a refund of the cost of the ticket in connection with the refusal of carriage.
The procedure for issuing a refund of an air ticket paid on the websites and at the box office of air transportation sales agencies.
1. To cancel seats by phone of the passenger support service 8-800-7700-262 (before the end of the time for registering passengers for the flight indicated on the ticket);
2. Contact the agent who issued the ticket at the place of purchase.
- Вынужденный возврат авиабилета
Уплаченная за воздушную перевозку провозная плата подлежит возврату в случае вынужденного отказа (вынужденным признается отказ в случае предусмотренные п. 227 ФАП №82 от 28.06.2007) пассажира от воздушной перевозки при условии уведомления об этом перевозчика до окончания времени регистрации пассажиров на рейс, указанный в билете.
- Порядок оформления возврата авиабилета в случае отмены рейса
Ваши авиабилеты действительны к перевозке в течение 365 дней с даты покупки.
1 . Информация для пассажиров отмененных рейсов
На данный момент авиасообщение прекращено - это временная мера и Авиакомпания надеется, скоро ситуация изменится.
Авиакомпания предлагает воспользоваться одним из предложенных вариантов:
Вариант № 1.1 (доступен по месту приобретения)
- Изменить дату вылета на более позднюю, БЕЗ ШТРАФА И ДОПЛАТЫ: на период вылета с сегодняшнего дня до 30.06.2020, либо с 01.09.2020 до 20.12.2020*.
- Изменить дату вылета на более позднюю, БЕЗ ШТРАФА с доплатой до доступного тарифа: на период вылета с 01.07.2020 до 31.08.2020
Вариант № 1.2 (доступен по месту приобретения)
- Изменить маршрут с добором до тарифаДля перелетов в страны СНГ – возможна замена местами пункта вылета и прилета
Вариант № 1.3(доступен по месту приобретения)
- Заменить пассажира (ФИО полностью) – вместе с изменением даты вылета и/или направления.
Вариант № 1.4 доступен через заявку в разделе Обратная связь
Возврат полной суммы за авиабилет Бонусами на оформление будущих перелетов на личный счет участника программы «Крылья»
Заявку на выбранный Вами вариант также можно оставить на сайте в разделе Обратная связь, в сообщении необходимо указать выбранный пассажиром вариант.
* При наличии возможности
** Бесплатное изменение допускается не более одного раза
- Procedure for issuing a ticket refund in case of flight delay
Your tickets are valid for transportation within 365 days from the date of purchase.
1 . Information for passengers of canceled flights
At the moment, air traffic has been stopped - this is a temporary measure and the Airline hopes that the situation will change soon.
The airline offers to use one of the proposed options:
Option No. 1.1 (available at the place of purchase)
- Change the departure date to a later one, WITHOUT PENALTY AND SUPPLEMENT: for the departure period from today until 06/30/2020, or from 09/01/2020 to 12/20/2020 *.
- Change the departure date to a later one, WITHOUT PENALTY with surcharge to the available fare: for the departure period from 07/01/2020 to 08/31/2020
Option No. 1.2 (available at the place of purchase)
- Change the route with an extension to the tariffFor flights to the CIS countries - it is possible to swap the departure and arrival points
Option No. 1.3 (available at the place of purchase)
- Replace the passenger (full name) - together with a change in the departure date and / or direction.
Option No. 1.4 is available through the application in the Feedback section
Refund of the full amount for the ticket with Bonuses for issuing future flights to the personal account of the Wings program participant
An application for your chosen option can also be left on the website in the Feedback section, the message must indicate the option chosen by the passenger.
* Subject to availability
** Free change is allowed no more than once
- The procedure for issuing a medical ticket refund
Your tickets are valid for transportation within 365 days from the date of purchase.
1 . Information for passengers of canceled flights
At the moment, air traffic has been stopped - this is a temporary measure and the Airline hopes that the situation will change soon.
The airline offers to use one of the proposed options:
Option No. 1.1 (available at the place of purchase)
- Change the departure date to a later one, WITHOUT PENALTY AND SUPPLEMENT: for the departure period from today until 06/30/2020, or from 09/01/2020 to 12/20/2020 *.
- Change the departure date to a later one, WITHOUT PENALTY with surcharge to the available fare: for the departure period from 07/01/2020 to 08/31/2020
Option No. 1.2 (available at the place of purchase)
- Change the route with an extension to the tariffFor flights to the CIS countries - it is possible to swap the departure and arrival points
Option No. 1.3 (available at the place of purchase)
- Replace the passenger (full name) - together with a change in the departure date and / or direction.
Option No. 1.4 is available through the application in the Feedback section
Refund of the full amount for the ticket with Bonuses for issuing future flights to the personal account of the Wings program participant
An application for your chosen option can also be left on the website in the Feedback section, the message must indicate the option chosen by the passenger.
* Subject to availability
** Free change is allowed no more than once
Requirements for medical documents:
1. The original certificate of the medical institution about the state of health on the departure date of the flight indicated on the ticket.
The certificate must contain:
- clearly readable name, details of the medical institution that issued the certificate;
- the seal of the medical institution that issued the certificate;
- clearly readable position and name 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 chief physician of the medical institution that issued the certificate;
- date of issue of the certificate;
- correspondence of the dates of the disease indicated in the certificate to the dates of transportation. In case of inconsistency, the conclusion should indicate "flight on the indicated dates is not recommended."
2. Copies of the passenger disability certificate certified by the employer or endorsed by the signature and seal of the authorized person of Ural Airlines (representative of the airline at the airport)
3. The original certificate of the health center of the terminal (airport).
The certificate must contain:
- clearly readable name of the health center that issued the certificate;
- printing of the health center that issued the certificate;
- clearly readable position, name of the doctor who issued the certificate;
- signature of the doctor who issued the certificate;
- date of issue of the certificate;
- correspondence of the date of illness specified in the certificate to the date of transportation.
When a passenger applies to the Agency that issued the ticket in the territory of the Russian Federation, a medical document issued outside the Russian Federation must be accompanied by a notarized translation of the presented medical document into Russian.
When a passenger applies outside the Russian Federation to the Agency that issued the ticket, a translation of the document into Russian or English must be attached to the presented medical document, certified by a notary in accordance with the legislation of that country.
Agency fees for the sale of airline tickets are non-refundable, unless otherwise provided by the rules of the Agency.
Information on the facts of the provision of false documents is subject to transfer to the police of the Russian Federation in order to conduct an audit and bring the perpetrators to justice.
- Порядок оформления возврата авиабилета в случае отмены рейса
Note: After processing the return, the timing for crediting funds to a bank card directly depends on your Issuing Bank. On average, terms are from 2 to 14 banking days. In exceptional cases, up to 30 banking days. In case of non-crediting of funds, please inform the passenger support service help@u6.ru .
For circulation, please provide an official extract from the bank account of your card from the date of confirmation of the issued return, certified by the seal of the Bank and the signature of the Bank employee.
- Voluntary refund
- Luggage
- Preparation for flight
- At the airport
- On board
- After the flight
- Frequently asked questions