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Decree of the Government of the Russian Federation dated 06.07. No. 991, the procedure for refunding funds under air carriage contracts and travel rules during COVID -19 Read more
Decisions of the Government of the Russian Federation on certificates

Dear airline customers!

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We would like to inform you that in connection with the entry into force of the Decree of the Government of the Russian Federation dated 06.07. No. 991, the procedure for the return of funds under air carriage contracts, subject to execution from 01.02.2020. for international transportation with the People's Republic of China and from 03/18/2020. for all domestic air carriage and other international air carriage concluded before 01.05.2020. was changed.

Currently, the Carrier has the right to:

  • change the terms of the contract (in terms of date, time, route)
  • refuse to fulfill the contract and return the paid carriage charge

In connection with the cancellation of flights or the refusal of passengers from air carriage due to changes in the terms of the air carriage agreement, the passenger has the right to:

  • a) use the paid amount to pay for the Carrier's services (including on other air transportation routes) and additional carrier services within 3 years from the date of departure of the flight specified in the ticket. In this case, the passenger must send a notification to the Carrier, which indicates the last name, first name, patronymic (if any) of the passenger, details of the identity document, date and place of birth, booking number and (or) ticket number, method of informing the passenger, date of sending the notification.

    In order to use the previously paid amount for the services of Ural Airlines, you must:

    - send a request on the website www.uralairlines.ru in the "Feedback" section, choosing the type of application "Certificate". Please note that applications will be accepted for consideration starting from 07/07/2020. and only with the "Certificate" type

    or

    - apply by mail to the address: 620025 Yekaterinburg, per. Morning, 1 "G"

    The term for consideration of the notification is 20 calendar days.

  • b) upon expiration of 3 years from the date of flight departure, receive funds not used to pay for the Carrier's services.

    In order to apply for a refund, it is necessary after 3 years from the date of departure of the flight :

    - send a request on the website www.uralairlines.ru in the "Feedback" section, choosing the type of application "Registration of return, more than 3 years have passed since the date of departure"

    or

    - apply by mail or in person (from Monday to Friday, from 9:00 to 15:00) at the address: 620025 Yekaterinburg, per. Morning, 1G. The letter must be accompanied by an application for a refund of funds according to the Decree of the Government of the Russian Federation No. 991 of 07/06/2020. ((the addresses are indicated on the website www.uralairlines.ru in the "Information" section).

A passenger recognized as a disabled person of I or II groups, as well as a veteran of the Great Patriotic War, a person accompanying a disabled person of group I or a disabled child of group II, a person who has a certificate of a large family or other documents confirming the status of a large family in the manner prescribed by regulatory legal acts constituent entities of the Russian Federation have the right to submit an application for the refund of the carriage charge before the expiration of 3 years from the date of departure of the flight indicated on the ticket, as well as before the date of air transportation indicated on the ticket.

The application contains the last name, first name, patronymic (if any) of the passenger (the person who paid for the carriage), the details of the identity document, the details of the documents confirming the status of a disabled group I or II (if any), or a veteran of the Great Patriotic War (if any) , or a large family (if any), date and place of birth, booking number and (or) ticket number, method of refund (to a bank card, in cash, in another way in accordance with the legislation of the Russian Federation), bank card details ( if any), date of application.

Refunds before the expiration of 3 years from the date of departure of the flight indicated on the ticket is carried out upon an application submitted by such passengers personally contacting any official representative offices or branded cash desks of the airline (addresses are indicated on the website www.uralailines.ru in the Information section) ...
Please note that an application for a refund will be accepted at the offices of representative offices or branded cash desks, which will be sent to the Airline and reviewed within 10 calendar days.

When submitting such an application, the passenger presents a document of the established form, confirming the fact of establishing a disability, or the status of a veteran of the Great Patriotic War, or the status of a large family. Applications for the refund of carriage charges to a disabled passenger and an accompanying person shall be submitted simultaneously.

Refunds are made to the same bank card with which the carriage charge was paid, and in its absence, to another bank card of the same holder, in cash or in another way in accordance with the legislation of the Russian Federation.

Refunds are made to the passenger (the person who paid for the carriage) in accordance with the conditions for applying the fare.

The funds not used to pay for the carrier's services are subject to interest for the use of the funds. The amount of interest for the use of funds is determined by the key rate of the Central Bank of the Russian Federation in effect in the relevant periods. Interest for the use of funds is accrued on the day the amount of these funds is returned to the passenger, but no later than the end of the 4-year period from the date of flight departure indicated on the ticket. The amount of the paid carriage charge used to pay for the carrier's services is not charged.

For air tickets issued starting from 05/01/2020. you must apply to receive a refund at the place of purchase in accordance with the terms of application of the fare indicated on the ticket. If the carriage was arranged (paid for) on the Airline's website, in the mobile application or in the call-center (payment by phone), please leave a request in the "Feedback" section, choosing the type "Refund of payment a \ b from 01.05.20 ".