При задержке/отмене рейсов
My flight was canceled or rescheduled due to an emergency at the airport — what should I do?
We recommend checking your booking management service every 15-20 minutes: if you are rebooked onto another flight, the information will appear there first.
After your status changes, you will need to check in again — within the time limits set for the new flight.
What am I entitled to in case of a flight delay?
Regardless of the waiting time — organized baggage storage; access to the mother and child room for passengers with children under 7 years old.
More than two hours of waiting — refreshments and, if necessary, access to telephone communication and email.
More than four hours of waiting — hot meals; during the day you can request them again every six hours, at night (from 22:00 to 6:00) — every eight hours.
If you wait more than eight hours during the day and six hours at night you have the right to request accommodation at a hotel, as well as transfer to and from the hotel.
There may be situations where you are offered a flight from another nearby airport or city instead of your original flight. In this case, we will arrange a transfer to the new departure airport for you.
And what if I don’t want to wait?
In this case, you have two options: you can request to change your ticket to another date or refuse the flight altogether.
How to exchange your ticket
Fill out the "Changes due to schedule adjustment/flight cancellation" form
How to refund your ticket
contact us via the chatbot on the website or by phone +7-(800)-77-00-262
or
fill out the feedback form on the website
Ticket Refund
or
visit any
Ural Airlines sales office.
❗️ Tickets purchased at an official sales office can only be refunded at another such office
❗️ You do not need to be present at the airport to process a refund