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Air passenger rights

Dear passenger,

In case of your flight delay or cancellation, denied boarding due to the lack of seats on UIA flight or in event of baggage irregularities having regard to UIA Passenger and Baggage Carriage Rules that are designed with relevance to the current International and Ukrainian legislation and rules on air transportation such as Montreal Convention (Convention for the Unification of Certain Rules for International Carriage by Air, 1999), Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air the Regulation (EC) # 261/2004 of the European Parliament and of the Council of 11 February 2004, Passenger and Baggage Air Carriage Rules (ratified by the order of the Ministry of Infrastructure № 735 the 30 November 2011 and registered with the Ministry of Justice 28 December 2012 by № 2219/22531), the General Conditions of passengers and baggage transportation, established by the International Air Transport Association (IATA), resolutions and recommended practices of the International air transport Association (IATA),etc. 

You have the rights to:


In case of flight delay         

1. Information about the reason for the delay of your flight and its estimated departure time.
2. Refreshment/meal according to UIA rules and 2 free of charge telephone calls, telex or fax messages or E-mails if the technical conditions of the airport allow.
3. Re-routing to the final destination or reimbursement of the full cost of the ticket if the flight does not meet your demands anymore – when the time of delay exceeds 5 hrs. Please take into account that the passengers of charter flights need to contact their travel agency
4. Hotel accommodation, if the delay time involves night stop.

In case of any comments you are welcome to contact Ukraine International Airlines’ Customer Relations Department  at the following e-mail: Customerrelations@flyuia.com or you can fill the feedback form on UIA official website.


In case of flight cancellation

1. Reimbursement of full cost of the unused ticket (part of the ticket) or re-routing to the final destination. The passengers of charter flights need to contact their travel agency.
2. In case of rerouting to alternative flight:

  • Refreshment/meal according to UIA rules and 2 free of charge telephone calls, telex or fax messages or E-mails.
  • Hotel accommodation if the waiting time involves night stop.

3. Financial Compensation:

  • For flights up to 1500 km long - 250 EUR  (or equivalent in other currency).
  • For flights from 1500 km to 3500 km long - 400 EUR (or equivalent in other currency).
  • For flights more than 3500 km long - 600 EUR (or equivalent in other currency).

UIA may reduce the compensation by 50 % if arrival time of alternative flight does not exceed the scheduled arrival time of the flight originally booked:

  • by two hours – for flights up to 1500 km
  • by three hours – for flights from 1500 km to 3500 km
  • by four hours – for flights more than 3500 km.

UIA is not obliged to pay financial compensation to the passengers of cancelled flight, if:

  • The UIA flight cancellation has been caused by force majeure circumstances (not under control of UIA).
  • You had been informed of cancellation

two weeks or more before scheduled time of departure;
between 2 weeks and 7 days and offers re-routing with departure no more than 2 hours before the scheduled   time of departure and the arrival time to the final destination less than 4 hours after the scheduled time of arrival;
less than 7 days before the scheduled time of departure and offers re-routing with departure no more than 1 hour before the scheduled time of departure and the arrival time to the final destination less than 2 hours after the scheduled time of arrival.

  • Your alternative flight arrives at the destination airport at the same time as the original flight or earlier;
  • You hold a non-revenue ticket or the ticket with a reduced fare, which directly or indirectly is not available for other passengers.However, financial compensation is paid if you received your ticket from the airline through its passenger loyalty program for frequent-flyer passengers and members of the UIA “Panorama Club”.

Compensation may be cash paid (with the consent of the passenger) in UIA ticket counter or if it is impossible, may be transferred to your account by request to Customer Relations Department (the following e-mail: Customerrelations@flyuia.com or you can fill the feedback form on UIA official website).

To speed up the process of compensation payment we kindly ask you to send the following bank details:

  • Beneficiary name  or account name
  • SWIFT (BIC)
  • IBAN or account number (if no IBAN)

In case of denied boarding due to the lack of seats on UIA flight

1. Reimbursement of full cost of the unused ticket (part of the ticket) or re-routing to the final destination. The passengers of charter flights need to contact their travel agency.
2. In case of rerouting to alternative flight:

  • Refreshment/meal according to UIA rules and 2 free of charge telephone calls, telex or fax messages or E-mails.
  • Hotel accommodation if the waiting time involves night stop.

3. Financial Compensation:

  • For flights up to 1500 km long - 250 EUR  (or equivalent in other currency).
  • For flights from 1500 km and up to 3500km long - 400 EUR (or equivalent in other currency).
  • For flights more than 3500km long - 600 EUR (or equivalent in other currency).

UIA may reduce the compensation by 50 % if arrival time of alternative flight does not exceed the scheduled arrival time of the flight originally booked:

  • by two hours – for flights till 1500 km
  • by three hours – for flights from 1500 km till 3500 km
  • by four hours – for flights more than 3500 km.

You have a right to compensation if:

  • Your ticket is with confirmed reservation.
  • You have come to the check-in counter within the time limits

Denied boarding compensation is not applicable if:

  • You have a non-revenue (ID00) ticket or reduced fares, which directly or indirectly are not available for other passengers. However, DBC is applicable for passengers who received their tickets from the airline through its passenger loyalty program for frequent-flyer passengers and members of the “Panorama club” of the airline.
  • The alternative flight arrives at destination airport at the same time as original flight or early.

Compensation may be cash paid (with the consent of the passenger) in UIA ticket counter or if it is impossible, may be transferred to your account by request to Customer Relations Department (the following e-mail: Customerrelations@flyuia.com or you can fill the feedback form on UIA official website).

To speed up the process of compensation payment we kindly ask you to send the following bank details:

  • Beneficiary name  or account name
  • SWIFT (BIC)
  • IBAN or account number (if no IBAN)

In case of improper transportation of checked baggage

The airline shall bear the responsibility for damage caused in case of baggage delay, loss, damage or pilferage of checked baggage, only on condition, the incident which caused destruction, loss, harm or delay of a baggage happened on board the aircraft or at the time when the airline was responsible for safekeeping of checked baggage.
However, the airline shall not bear responsibility for damage of the baggage caused by its defect, qualities or shortcoming.
The UIA liability is limited to the rate of USD 20 per kilo or equivalent in other currency of checked baggage according to Warsaw Convention signed in 1929 (in case you can confirm the real cost of caused destruction, loss, harm or delay of a baggage) or up to 1131 SDR (Special Drawing Rights) according to Montreal Convention signed in 1999 1929 (if you can’t confirm the real cost of caused destruction, loss, harm or delay of a baggage) depending on what Convention is used relating to every passenger for whom the baggage has been checked. 
If upon arrival at the final destination you  have noticed any irregularity in your checked baggage transportation (delay, loss, damage or pilferage) you shall immediately before exiting from baggage section of the airport draw up a Property Irregularity Report (PIR) at Lost and Found Office. If your checked baggage has been delayed in transportation and later it has been delivered to your temporary or permanent address any irregularity shall be indicated in a baggage delivery order in presence of the courier who delivered your checked baggage
In case if improper transportation of checked baggage, the passenger shall send to the airline a written claim immediately after the reveal of damage (lack of baggage content, damage of things, etc.) but not later than within 7 days of the date of checked baggage receipt.
In case of delay in transportation of baggage, a claim shall be raised by the passenger not later than within 21 calendar days since the date when the baggage was delivered to the passenger’s disposal.     

Attention!

The air carrier shall not bear responsibility for:
- Lost straps and loops, scrapes or scratches, damage as a result of excessive filling of suitcases, fragile, brittle items, breakable and perishable items, electronic equipment (including photo, video and computer equipment, storage devices), computer software, money, keys, jewellery (precious, semi-precious metals and stones), glasses, antiques, artwork, photographic, furs, technical documentation, business papers, securities, medicines a passenger need during the trip, medical documentations, passports and other identification documents, samples, unique or irreplaceable items or any other valuable items.


In case of delay in transportation of checked baggage

The airline at the passenger’s request to Customer Relations Department (the following e-mail: Customerrelations@flyuia.com or you can fill the feedback form on UIA official website) shall give reimbursement to him/her in case of baggage non-arrival to destination point together with the passenger, if this destination point is not the state of passenger’s permanent residence. In any case, such reimbursement shall be limited to actual expenses incurred by the passenger for the goods of first need in the amount up to USD 50 (or equivalent in other currency). The paid compensation shall be taken into account during final settlements for improper baggage transportation based on the passenger’s losses which are confirmed with documents.


In case of loss of checked baggage

In case your checked baggage is not found during 21 days period (baggage tracing can be continued on demand of a passenger) it can be regarded as lost. The UIA liability as a carrier is limited to the rate of USD 20 per kilo of checked baggage according to Warsaw Convention signed in 1929 or up to 1131 SDR (Special Drawing Rights) according to Montreal Convention signed in 1999 depending on what Convention is used.


In case of damage of checked baggage

In case of minor damage (dirtying, drench, cuts, tears and others) of checked baggage or its content UIA recommends a passenger to provide repair or dry-cleaning of such baggage/its content by him-/herself and send the payment document from repair shop or dry cleaner to UIA Customer Relations Department (check, receipt, invoice etc) for reimbursement.
In case of major damage of checked baggage/its content the compensation is paid in claimed amount  of baggage/its content damage actual cost (on the basis of the cash-memo/fiscal checks) including depreciation and according to Montreal Convention signed in 1999 up to 1131 SDR.
If the baggage can’t be repaired and the passenger can’t confirm the real cost of the damaged baggage/its content  the compensation is paid per weight of the baggage as provided by Warsaw Convention signed in 1929 (20 USD or equivalent in other currency for 1kg of damaged baggage) and according to IATA identification card – «Baggage Identification Chart».  


In case of pilferage

The compensation is paid in claimed amount of lost baggage/its content actual cost (on the basis of the cash-memo/fiscal checks) including depreciation and according to Montreal Convention signed in 1999 up to 1131 SDR.
If the baggage can’t be repaired and the passenger can’t confirm the real cost of the lost baggage /its content the compensation is paid per weight of the baggage as provided by Warsaw Convention signed in 1929 (20 USD or equivalent in other currency for 1kg of damaged baggage) and according to IATA identification card – «Baggage Identification Chart».  


Unchecked baggage

With regard to unchecked baggage including passengers’ personal items, the airline shall bear the responsibility, if the damage was caused by its fault or the fault of its employees or handling agents.           
Hand luggage shall be under passenger’s control, custody and responsibility during the whole carriage.


We hope this unpleasant case will not deter you from flying with UIA in the future and we will have the pleasure to welcome you on board again.

Yours sincerely,
Ukraine International Airlines.