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Refund Policy
- Buying and returning a ticket
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The return policy depends on the method of payment for the order and the conditions of the tariff application (FTA). The amount to be refunded is calculated in accordance with the conditions for applying the tariff, which must be familiarized with when booking in the first step.
The carriage charge paid for air carriage is not refundable if the passenger has notified the carrier of the cancellation of air carriage after the end of the check-in time for the flight specified in the ticket.
Please note that the flight may be canceled due to the ban on departure by the Operational Headquarters to prevent the importation and spread of a new coronavirus infection in the Russian Federation. In this case, the airline will offer alternative flight options or a forced refund.
Please be informed that from 06/21/2014. Federal Law of 20.04.2014 entered into force. No. 79-FZ "On Amendments to the Air Code of the Russian Federation", in terms of conditions for refund / non-refund of carriage charges upon termination of the passenger air carriage agreement .- Voluntary ticket refund
1. To issue a refund of an air ticket purchased on the AK website, in a mobile application or through the 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 an application for a voluntary return.
The refund request is processed within five working days from the date of the ticket refund. Refunds for online ticket orders paid for by card are made 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 the increase in the terms of transfer of funds, which depend on the issuing bank.
2. Issue a refund of the ticket paid at the airline ticket office
A ticket paid at the ticket office can be refunded only at the ticket office where the tickets were paid for.
1. Cancel seats by calling the Passenger Support Service 8-800-7700-262 (before the end of the check-in time for the flight indicated on the ticket);
2. Go to the ticket office at the place of purchase, a refund is made only at the box office where the tickets were paid.
When contacting the cashier, you must have with you:
- a check if it is in the passenger's hands;
- the passport;
- if the refund is carried out by power of attorney: a notarized power of attorney for filing an application for a refund of the ticket price 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 travel agencies.
1. Cancel seats by calling the Passenger Support Service 8-800-7700-262 (before the end of the check-in time 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
- The procedure for issuing a ticket refund in case of flight delay
Your air tickets are valid for carriage for 365 days from the date of purchase.
1 . Information for passengers of canceled flights
At the moment, air traffic has been suspended - 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 # 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 to June 30, 2020, or from 09/01/2020 to 12/20/2020 *.
- Change the departure date to a later one, WITHOUT PENALTY with a surcharge up to the available fare: for the departure period from 01.07.2020 to 31.08.2020
Option # 1.2 (available at the place of purchase)
- Change the route with the extension to the tariffFor flights to CIS countries - it is possible to replace the places of departure and arrival
Option # 1.3 (available at the place of purchase)
- Change passenger (full name) - together with a change in the departure date and / or direction.
Option number 1.4 is available through the application in the Feedback section
Refund of the full amount for the air ticket with Bonuses for the design of future flights to the personal account of the member of the "Wings" program
An application for the option you have chosen can also be left on the website in the Feedback section, in the message you must indicate the option chosen by the passenger.
* Subject to availability
** Free change is allowed no more than once
- The procedure for issuing a ticket refund for medical reasons
Your air tickets are valid for carriage 365 days from the date of purchase.
1 . Information for passengers of canceled flights
At the moment, air traffic has been suspended - 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 # 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 to June 30, 2020, or from 09/01/2020 to 12/20/2020 *.
- Change the departure date to a later one, WITHOUT PENALTY with a surcharge up to the available fare: for the departure period from 01.07.2020 to 31.08.2020
Option # 1.2 (available at the place of purchase)
- Change the route with the extension to the tariffFor flights to CIS countries - it is possible to replace the places of departure and arrival
Option # 1.3 (available at the place of purchase)
- Change the passenger (full name) - together with a change in the departure date and / or direction.
Option number 1.4 is available through the application in the Feedback section
Refund of the full amount for the air ticket with Bonuses for the design of future flights to the personal account of the member of the "Wings" program
An application for the option you have chosen can also be left on the website in the Feedback section, in the message you 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 medical certificate on the state of health on the date of departure of the flight indicated on the ticket.
The certificate should contain:
- 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 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 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 the event of a discrepancy, the conclusion should indicate "flight on the indicated dates is not recommended."
2. Copies of the passenger's certificate of incapacity for work, certified by the employer or signed and stamped by an authorized person of Ural Airlines (representative of the airline at the airport)
3. The original certificate of the terminal (airport) health center.
The certificate should contain:
- clearly readable name of the health center that issued the certificate;
- stamp of the health center that issued the certificate;
- clearly readable position, surname of the doctor who issued the certificate;
- the signature of the doctor who issued the certificate;
- date of issue of the certificate;
- compliance of the date of illness indicated in the certificate with the date of transportation.
When a passenger contacts the Agency that issued the ticket on the territory of the Russian Federation, a notarized translation of the presented medical document into Russian must be attached to the medical document issued outside the Russian Federation.
When a passenger contacts the Agency that issued an air ticket outside the Russian Federation, a translation of the document into Russian or English, certified by a notary in accordance with the legislation of this country, must be attached to the presented medical document.
The fees of the Agency for the sale of air tickets are non-refundable, unless otherwise provided by the rules of the Agency.
Information about the facts of submission of inaccurate documents is subject to transfer to the police bodies of the Russian Federation in order to conduct an inspection and bring the perpetrators to criminal responsibility.
Note: After registration of the refund, the terms for crediting funds to a bank card directly depend on your issuing bank. On average, the terms are from 2 to 14 banking days. In exceptional cases - up to 30 banking days. If the funds are not credited, please inform the passenger support service help@u6.ru .
To apply, please provide an official statement from the current 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.
- Порядок оформления возврата авиабилета в случае отмены рейса
- Buying and returning a ticket
Refund Policy
The return policy depends on the method of payment for the order and the conditions of the tariff application (FTA). The amount to be refunded is calculated in accordance with the conditions for applying the tariff, which must be familiarized with when booking in the first step.
The carriage charge paid for air carriage is not refundable if the passenger has notified the carrier of the cancellation of air carriage after the end of the check-in time for the flight specified in the ticket.Please note that the flight may be canceled due to the ban on departure by the Operational Headquarters to prevent the importation and spread of a new coronavirus infection in the Russian Federation. In this case, the airline will offer alternative flight options or a forced refund.
Please be informed that from 06/21/2014. Federal Law of 20.04.2014 entered into force. No. 79-FZ "On Amendments to the Air Code of the Russian Federation", in terms of conditions for refund / non-refund of carriage charges upon termination of the passenger air carriage agreement .- Voluntary ticket refund
1. To issue a refund of an air ticket purchased on the AK website, in a mobile application or through the 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 an application for a voluntary return.
The refund request is processed within five working days from the date of the ticket refund. Refunds for online ticket orders paid for by card are made 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 the increase in the terms of transfer of funds, which depend on the issuing bank.
2. Issue a refund of the ticket paid at the airline ticket office
A ticket paid at the ticket office can be refunded only at the ticket office where the tickets were paid for.
1. Cancel seats by calling the Passenger Support Service 8-800-7700-262 (before the end of the check-in time for the flight indicated on the ticket);
2. Go to the ticket office at the place of purchase, a refund is made only at the box office where the tickets were paid.
When contacting the cashier, you must have with you:
- a check if it is in the passenger's hands;
- the passport;
- if the refund is carried out by power of attorney: a notarized power of attorney for filing an application for a refund of the ticket price 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 travel agencies.
1. Cancel seats by calling the Passenger Support Service 8-800-7700-262 (before the end of the check-in time 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
- The procedure for issuing a ticket refund in case of flight delay
Your air tickets are valid for carriage for 365 days from the date of purchase.
1 . Information for passengers of canceled flights
At the moment, air traffic has been suspended - 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 # 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 to June 30, 2020, or from 09/01/2020 to 12/20/2020 *.
- Change the departure date to a later one, WITHOUT PENALTY with a surcharge up to the available fare: for the departure period from 01.07.2020 to 31.08.2020
Option # 1.2 (available at the place of purchase)
- Change the route with the extension to the tariffFor flights to CIS countries - it is possible to replace the places of departure and arrival
Option # 1.3 (available at the place of purchase)
- Change passenger (full name) - together with a change in the departure date and / or direction.
Option number 1.4 is available through the application in the Feedback section
Refund of the full amount for the air ticket with Bonuses for the design of future flights to the personal account of the member of the "Wings" program
An application for the option you have chosen can also be left on the website in the Feedback section, in the message you must indicate the option chosen by the passenger.
* Subject to availability
** Free change is allowed no more than once
- The procedure for issuing a ticket refund for medical reasons
Your air tickets are valid for carriage 365 days from the date of purchase.
1 . Information for passengers of canceled flights
At the moment, air traffic has been suspended - 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 # 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 to June 30, 2020, or from 09/01/2020 to 12/20/2020 *.
- Change the departure date to a later one, WITHOUT PENALTY with a surcharge up to the available fare: for the departure period from 01.07.2020 to 31.08.2020
Option # 1.2 (available at the place of purchase)
- Change the route with the extension to the tariffFor flights to CIS countries - it is possible to replace the places of departure and arrival
Option # 1.3 (available at the place of purchase)
- Change the passenger (full name) - together with a change in the departure date and / or direction.
Option number 1.4 is available through the application in the Feedback section
Refund of the full amount for the air ticket with Bonuses for the design of future flights to the personal account of the member of the "Wings" program
An application for the option you have chosen can also be left on the website in the Feedback section, in the message you 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 medical certificate on the state of health on the date of departure of the flight indicated on the ticket.
The certificate should contain:
- 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 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 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 the event of a discrepancy, the conclusion should indicate "flight on the indicated dates is not recommended."
2. Copies of the passenger's certificate of incapacity for work, certified by the employer or signed and stamped by an authorized person of Ural Airlines (representative of the airline at the airport)
3. The original certificate of the terminal (airport) health center.
The certificate should contain:
- clearly readable name of the health center that issued the certificate;
- stamp of the health center that issued the certificate;
- clearly readable position, surname of the doctor who issued the certificate;
- the signature of the doctor who issued the certificate;
- date of issue of the certificate;
- compliance of the date of illness indicated in the certificate with the date of transportation.
When a passenger contacts the Agency that issued the ticket on the territory of the Russian Federation, a notarized translation of the presented medical document into Russian must be attached to the medical document issued outside the Russian Federation.
When a passenger contacts the Agency that issued an air ticket outside the Russian Federation, a translation of the document into Russian or English, certified by a notary in accordance with the legislation of this country, must be attached to the presented medical document.
The fees of the Agency for the sale of air tickets are non-refundable, unless otherwise provided by the rules of the Agency.
Information about the facts of submission of inaccurate documents is subject to transfer to the police bodies of the Russian Federation in order to conduct an inspection and bring the perpetrators to criminal responsibility.
Note: After registration of the refund, the terms for crediting funds to a bank card directly depend on your issuing bank. On average, the terms are from 2 to 14 banking days. In exceptional cases - up to 30 banking days. If the funds are not credited, please inform the passenger support service help@u6.ru .
To apply, please provide an official statement from the current 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.
- Порядок оформления возврата авиабилета в случае отмены рейса
- Voluntary ticket refund
- Baggage
- Preparation for flight
- At the airport
- On board
- After the flight
- Frequently asked questions