Refund Policy

Refund of air ticket or additional services

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01.
Air ticket refund
- Voluntary return
  For air tickets purchased on the official website of the Airline, in the mobile application or through the Passenger Support Service
  You can make a return:
  On the official website www.uralairlines.ru in the “Order Management” section you must no later than 40 minutes before flight departure:
  Select "Make a return"
  Select "Voluntary"
  Select a passenger (check the box)
  Click "Calculate amount"
  Select ticket (check the box)
  After selecting a ticket to be refunded, the system will calculate the amount to be refunded, if you agree, then you need to click “Confirm refund”, if you do not agree, click “Go back”
  If a refund is not available, please fill out the form:
  
  For air tickets purchased at the official ticket offices of Ural Airlines, at the ticket offices of air travel sales agencies or on aggregator sites
  Make a return:
  You must contact the place where you purchased your air ticket.
  Please note: According to the terms of the fare, the passenger must first remove seats before check-in for the flight closes.
  You can rent seats on the official website www.uralairlines.ru in the “Order Management” section
  Dear passengers! Please note that it is now technically possible to issue a refund for unused air tickets at the place of purchase. If a refund application has already been sent, but the money for the air ticket has not yet been received, you can contact the place where you purchased the air ticket to quickly process a refund.
- Forced return
  Forced returns include:
  The client’s refusal to fly is due to the sudden illness (death) of a passenger or a member of his family who was supposed to travel with him on the plane. To do this, you must first reserve seats before check-in for the flight closes. On the official website www.uralairlines.ru in the “Order Management” section
  The client's refusal to fly due to a change in flight schedule or flight cancellation.
  For air tickets purchased on the official website of the Airline, in the mobile application or through the Passenger Support Service
  You can make a return:
  On the official website www.uralairlines.ru in the “Order Management” section you must:
  Select "Make a return"
  Select Forced
  Select the reason for the return (check the box)
  Add copies of documents confirming the reason for forced return (due to illness)
  Select ticket (check the box)
  Please indicate the name of the contact person/telephone and e-mail
  To confirm the return, you need to click “Confirm return”, or “Go back” if you change your mind about making a return
  If a refund is not available, please fill out the form:
  
  For air tickets purchased at the official ticket offices of Ural Airlines, at the ticket offices of air travel sales agencies or on aggregator sites
  You can make a return:
  contact the place where you purchased the air ticket and provide documents/certificates confirming the forced refund**
  To do this, you must first reserve seats before check-in for the flight closes. On the official website www.uralairlines.ru in the “Order Management” section
  Dear passengers! Please note that it is now technically possible to issue a refund for unused air tickets at the place of purchase. If a refund application has already been sent, but the money for the air ticket has not yet been received, you can contact the place where you purchased the air ticket to quickly process a refund.
02.
Return of additional services
- Voluntary return
  For additional services purchased on the official website of the Airline, in the mobile application or through the Passenger Support Service
  Voluntary cancellation of the “Additional meals” and “Seat selection + meals” services is possible no later than 36 hours before flight departure. Cancellation of the service less than 36 hours before departure is not possible (the cost is not refundable).
  Voluntary cancellation of the Animal Transportation services is possible no later than 24 hours before the flight departure. Cancellation of the service less than 24 hours before departure and before the end of registration is possible with a non-refundable fee of 25% of the cost of the service. Cancellation after registration is not possible (the cost is non-refundable).
  Voluntary cancellation of the services “Seat selection”, “Excess baggage”, “Unaccompanied child”, “Commercial correspondence”, “Seat selection + baggage”, etc. is possible no later than 24 hours before flight departure. Cancellation of services less than 24 hours before departure is not possible (the cost is not refundable).
  Voluntary refusal of partner services is possible no later than 24 hours before flight departure, unless otherwise specified in the offer.
  You can make a return:
  On the official website www.uralairlines.ru in the “Order Management” section you must no later than 24 hours before flight departure:
  Select "Make a return"
  Select "Voluntary"
  Select a passenger (check the box)
  Click "Calculate amount"
  Select additional services (check the box)
  After selecting the service to be returned, the system will calculate the amount to be refunded, if you agree, then you need to click “Confirm return”, if you do not agree, click “Go back”
  If a refund is not available, please fill out the form:
  
  To return the cost of additional services purchased at the official ticket offices of Ural Airlines, at the ticket offices of air transportation sales agencies or on aggregator sites, you must contact the place of purchase.
  Make a return:
  You must contact the place where you purchased additional services.
- Forced return
  For additional services purchased on the official website of the Airline, in the mobile application or through the Passenger Support Service
  You can make a return:
  On the official website www.uralairlines.ru in the “Order Management” section you must:
  Select "Make a return"
  Select Forced
  Select the reason for the return (check the box)
  Add copies of documents confirming the reason for forced return (due to illness)
  Please indicate the name of the contact person/telephone and e-mail
  To confirm the return, you need to click “Confirm return”, or “Go back” if you change your mind about making a return
  If a refund is not available, please fill out the form:
  
  To return the cost of additional services purchased at the official ticket offices of Ural Airlines, at the ticket offices of air transportation sales agencies or on aggregator sites, you must contact the place of purchase.
  You can make a return:
  contact the place where you purchased the air ticket and provide documents/certificates confirming the forced refund**
  To do this, you must first reserve seats before check-in for the flight closes. On the official website www.uralairlines.ru in the “Order Management” section
  Involuntary refunds due to cancellation or rescheduling of a flight are made in full.
  Dear passengers! Please note that it is now technically possible to issue a refund for unused air tickets at the place of purchase. If a refund application has already been sent, but the money for the air ticket has not yet been received, you can contact the place where you purchased the air ticket to quickly process a refund.

**Requirements for documents/certificates confirming forced return.

One of the submitted medical documents shall be considered as a document confirming the passenger’s involuntary refusal of transportation:

Certificate from a medical institution (original);
Certificate from the airport health center (original);
Electronic certificate of incapacity for work (hereinafter referred to as ELN)

or a coupon with an ELN number, printed and certified by the signature of an official and the seal of the organization at the place of your work (study);

or a coupon with an ELN number, certified by a doctor’s signature and the seal of a medical institution.

Requirements for medical documents.

For the original certificate from a medical institution:

The presence in the medical document of a clear and readable name of the medical institution that issued this document;
Availability of details of this institution;
Availability of the seal of the institution that issued the medical document;
Clearly readable position and surname of the person issuing the document;
The presence of the signature of the person who issued the document;
The presence of a signature or seal of the head of the department or the chief physician of the institution that issued this medical document;
Availability of the date of issue of the medical document;
Correspondence of the dates of illness indicated in the medical document with the dates of transportation. In case of discrepancy, the conclusion should indicate “flight on the specified dates is not recommended.”

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 her.

Buying and returning a ticket
- Contract of carriage
- Air ticket refund rules
  Refund Policy
  Refund of air ticket or additional services
  Are you a member of the Wings loyalty program?
  Log in to track the status of your request.
  Login
  01.
  Air ticket refund
  Voluntary return
  For air tickets purchased on the official website of the Airline, in the mobile application or through the Passenger Support Service
  You can make a return:
  On the official website www.uralairlines.ru in the “Order Management” section you must no later than 40 minutes before flight departure:
  Select "Make a return"
  Select "Voluntary"
  Select a passenger (check the box)
  Click "Calculate amount"
  Select ticket (check the box)
  After selecting a ticket to be refunded, the system will calculate the amount to be refunded, if you agree, then you need to click “Confirm refund”, if you do not agree, click “Go back”
  If a refund is not available, please fill out the form:
  
  For air tickets purchased at the official ticket offices of Ural Airlines, at the ticket offices of air travel sales agencies or on aggregator sites
  Make a return:
  You must contact the place where you purchased your air ticket.
  Please note: According to the terms of the fare, the passenger must first remove seats before check-in for the flight closes.
  You can rent seats on the official website www.uralairlines.ru in the “Order Management” section
  Dear passengers! Please note that it is now technically possible to issue a refund for unused air tickets at the place of purchase. If a refund application has already been sent, but the money for the air ticket has not yet been received, you can contact the place where you purchased the air ticket to quickly process a refund.
  Forced return
  Forced returns include:
  The client’s refusal to fly is due to the sudden illness (death) of a passenger or a member of his family who was supposed to travel with him on the plane. To do this, you must first reserve seats before check-in for the flight closes. On the official website www.uralairlines.ru in the “Order Management” section
  The client's refusal to fly due to a change in flight schedule or flight cancellation.
  For air tickets purchased on the official website of the Airline, in the mobile application or through the Passenger Support Service
  You can make a return:
  On the official website www.uralairlines.ru in the “Order Management” section you must:
  Select "Make a return"
  Select Forced
  Select the reason for the return (check the box)
  Add copies of documents confirming the reason for forced return (due to illness)
  Select ticket (check the box)
  Please indicate the name of the contact person/telephone and e-mail
  To confirm the return, you need to click “Confirm return”, or “Go back” if you change your mind about making a return
  If a refund is not available, please fill out the form:
  
  For air tickets purchased at the official ticket offices of Ural Airlines, at the ticket offices of air travel sales agencies or on aggregator sites
  You can make a return:
  contact the place where you purchased the air ticket and provide documents/certificates confirming the forced refund**
  To do this, you must first reserve seats before check-in for the flight closes. On the official website www.uralairlines.ru in the “Order Management” section
  Dear passengers! Please note that it is now technically possible to issue a refund for unused air tickets at the place of purchase. If a refund application has already been sent, but the money for the air ticket has not yet been received, you can contact the place where you purchased the air ticket to quickly process a refund.
  02.
  Return of additional services
  Voluntary return
  For additional services purchased on the official website of the Airline, in the mobile application or through the Passenger Support Service
  Voluntary cancellation of the “Additional meals” and “Seat selection + meals” services is possible no later than 36 hours before flight departure. Cancellation of the service less than 36 hours before departure is not possible (the cost is not refundable).
  Voluntary cancellation of the Animal Transportation services is possible no later than 24 hours before the flight departure. Cancellation of the service less than 24 hours before departure and before the end of registration is possible with a non-refundable fee of 25% of the cost of the service. Cancellation after registration is not possible (the cost is non-refundable).
  Voluntary cancellation of the services “Seat selection”, “Excess baggage”, “Unaccompanied child”, “Commercial correspondence”, “Seat selection + baggage”, etc. is possible no later than 24 hours before flight departure. Cancellation of services less than 24 hours before departure is not possible (the cost is not refundable).
  Voluntary refusal of partner services is possible no later than 24 hours before flight departure, unless otherwise specified in the offer.
  You can make a return:
  On the official website www.uralairlines.ru in the “Order Management” section you must no later than 24 hours before flight departure:
  Select "Make a return"
  Select "Voluntary"
  Select a passenger (check the box)
  Click "Calculate amount"
  Select additional services (check the box)
  After selecting the service to be returned, the system will calculate the amount to be refunded, if you agree, then you need to click “Confirm return”, if you do not agree, click “Go back”
  If a refund is not available, please fill out the form:
  
  To return the cost of additional services purchased at the official ticket offices of Ural Airlines, at the ticket offices of air transportation sales agencies or on aggregator sites, you must contact the place of purchase.
  Make a return:
  You must contact the place where you purchased additional services.
  Forced return
  For additional services purchased on the official website of the Airline, in the mobile application or through the Passenger Support Service
  You can make a return:
  On the official website www.uralairlines.ru in the “Order Management” section you must:
  Select "Make a return"
  Select Forced
  Select the reason for the return (check the box)
  Add copies of documents confirming the reason for forced return (due to illness)
  Please indicate the name of the contact person/telephone and e-mail
  To confirm the return, you need to click “Confirm return”, or “Go back” if you change your mind about making a return
  If a refund is not available, please fill out the form:
  
  To return the cost of additional services purchased at the official ticket offices of Ural Airlines, at the ticket offices of air transportation sales agencies or on aggregator sites, you must contact the place of purchase.
  You can make a return:
  contact the place where you purchased the air ticket and provide documents/certificates confirming the forced refund**
  To do this, you must first reserve seats before check-in for the flight closes. On the official website www.uralairlines.ru in the “Order Management” section
  Involuntary refunds due to cancellation or rescheduling of a flight are made in full.
  Dear passengers! Please note that it is now technically possible to issue a refund for unused air tickets at the place of purchase. If a refund application has already been sent, but the money for the air ticket has not yet been received, you can contact the place where you purchased the air ticket to quickly process a refund.
  **Requirements for documents/certificates confirming forced return.
  One of the submitted medical documents shall be considered as a document confirming the passenger’s involuntary refusal of transportation:
  Certificate from a medical institution (original);
  Certificate from the airport health center (original);
  Electronic certificate of incapacity for work (hereinafter referred to as ELN)
  or a coupon with an ELN number, printed and certified by the signature of an official and the seal of the organization at the place of your work (study);
  or a coupon with an ELN number, certified by a doctor’s signature and the seal of a medical institution.
  Requirements for medical documents.
  For the original certificate from a medical institution:
  The presence in the medical document of a clear and readable name of the medical institution that issued this document;
  Availability of details of this institution;
  Availability of the seal of the institution that issued the medical document;
  Clearly readable position and surname of the person issuing the document;
  The presence of the signature of the person who issued the document;
  The presence of a signature or seal of the head of the department or the chief physician of the institution that issued this medical document;
  Availability of the date of issue of the medical document;
  Correspondence of the dates of illness indicated in the medical document with the dates of transportation. In case of discrepancy, the conclusion should indicate “flight on the specified dates is not recommended.”
  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 her.
- Rules for refusing additional services
Baggage
Preparation for flight
At the airport
On board
- Rules of Conduct
After the flight
- Rules for filing a claim
Frequently asked questions