Ukraine International Airlines (Contact Center)
Caspi Aviation Ltd. office
1, Ben Yehuda St., Tel Aviv, Israel, 6380101
Ensure to include all information, please, so that we can deal with your request as efficiently as possible: personal data (first name, surname and birth date), flight details (city of departure and destination, departure date, flight number, ticket number (13 digits such as 566-xxxxxxxxxx) or booking reference), passport information (passport number, passport issuance country, expiration date and nationality); preferred contact details.
Ticket cancellation under the Israeli Consumer Protection Law
This flight ticket cancelation procedure will be in accordance with the Israeli Consumer Protection Law for flight tickets purchases that take place in Israel through UIA remote sales as defined in the Israeli Consumer Protection Law. Requests for cancellations of tickets purchased from travel agents should be addressed to them.
Please note that:
a cancelation automatically applies to all passengers on the flight ticket booking. For the ticket cancellation only for a certain number of passengers listed on the same booking, please inform UIA accordingly.
a cancelation applies to all flights and services in the booking. For partially cancellation, please contact UIA.
any service fee is calculated as a part of the transaction and will be refunded (minus the cancellation fee).
In remote sales a customer is entitled to cancel a flight ticket by notice in writing within fourteen (14) days from the transaction date or from the date the customer receives a document approving the purchase, whichever is later, but not later than seven (7) days (not being days of rest) before the departure date of the first flight specified on the flight ticket booking.
New immigrants, senior citizens, and persons with disabilities are entitled to cancel by notice in writing a flight ticket purchased in remote sales within four (4) months from the transaction date or from the date a customer receives a document approving the purchase, whichever is later, but not later than seven (7) days (not being days of rest) before the departure date of the first flight specified on the flight ticket booking. This right applies only if an oral conversation or an exchange of messages between the customer and UIA’s representative took place prior to the customer's decision to engage in the transaction. A purchase process performed via a website, without any exchange of messages, shall not be regarded a conversation and in such a case the customer shall not be entitled to the preferred cancellation rights.
Please be advised that: «a senior citizen» - is a person who has attained the age of 65; «a new immigrant» - is a person residing in Israel during the first five-year period after having received an immigration visa or eligibility certificate; «a person with disabilities» is determined in accordance with the Israeli Law for Equal Rights for Person with Disabilities. UIA is entitled to request from such customer to evidence the status by presenting an appropriate certificate.
The refund will be made through the credit card that was used for the flight ticket purchase within 14 days from receiving the cancellation notice.
When this flight ticket cancelation procedure applies, the cancellation fee shall be 5% of the ticket price or NIS 100, whichever is lower.
ATTENTION! According to the amendment to the Israeli Aviation Services Law for the period until July 6th 2021 the time frame for making refunds for cancelled flights scheduled to depart from December 15th 2020 and on is extended to 30 days of scheduled departure date.
In all other cases and subject to applicable laws, flight ticket cancellation is govern by UIA’s Passenger and Baggage Carriage Rules and fare rules.
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Please note! In case of network problems, check your Internet connection. A poor Internet connection can cause low-quality audio, delays and dropped calls.
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