UIA Customer service plan

This Customer Service Plan has been introduced pursuant to the U.S. Department of Transportation Final Rule on enhancing airline passenger protections and is applicable for flights to and from the US. However, this does not mean that some of the services and assurances set out in this Customer Service Plan are not provided on our other non-US flights.

UIA’s Customer Service Plan reflects our commitment to treat our customers in a fair, courteous and prompt manner and to provide passengers with clear information about what they can expect us to do, particularly during occasional, irregular operations.

1. Lowest Fare Availability

UIA offers customers the lowest fare for which they are eligible on our web-site flyuia.com, Reservation Call Centers, and at airport ticket counters and ticket offices for the date, flight, and class of service requested.

The customer will always be informed by UIA about the applicable fare and any other applicable fees, charges and taxes

2. Notifying Customers of Known Delays, Cancellations and Diversions

UIA will provide our customers with full and timely notification of known delays, cancellations and diversions at the airport, on board the affected flights, and via the website and call centres. It is UIA’s policy to contact customers in advance, whenever possible.

This includes providing information about a change in the status of a flight to, from or within the United States within 30 minutes after becoming aware of a flight cancellation, a flight delay of 30 minutes or more in the planned operation of a flight or a flight diversion.

3. Delivery of Baggage

In the event that checked baggage does not arrive with the passenger travelling to or from the U.S., UIA will make every reasonable effort to return the baggage within 24 hours and compensate any reasonable expenses that result from delay in delivery, subject to the liability limitations provided under the Montreal Convention. In the event that baggage is lost or destroyed, UIA will reimburse any baggage fees charged for the transportation of that baggage.

4. Holding reservation

UIA will allow consumers to hold a reservation made at UIA reservation office for 24 hours after the reservation is made without payment, as long as that reservation is made one week or more prior to a flight’s scheduled departure. Consumers will be informed about the applicable reservation rules during their booking making.

5. Providing Prompt Ticket Refunds

UIA will provide prompt refunds after receiving a complete refund application, where ticket refunds are due - within seven business days for credit card purchases and within 20 business days for purchases made by cash or check, including refunding fees charged to a passenger for optional services that the passenger was unable to use due to an oversale situation or flight cancellation.

6. Properly Accommodating Disabled and Special Needs passengers, including Tarmac Delays

UIA will make reasonable efforts to provide safe, convenient and reliable travel for all passengers with disabilities and other special-needs passengers, including during lengthy tarmac delays at U.S. airports, in accordance with Part 382 of the US Department of Transportation regulations and applicable provisions of UIA’s conditions of carriage.

This will include for all passengers with disabilities:

  • Provision of wheelchair assistance for transportation to, from, and between gates;
  • Boarding assistance;
  • Assistance with visual, auditory, cognitive, or mobility impairments while in the airport and on the plane; and
  • Accommodation for certain medical requirements such as medical portable electronic devices.

Unaccompanied minors

UIA accept children between 5 and 14 years of age (for domestic flights) and between 5 and 16 years (for international flights) who hold a confirmed reservation as an Unaccompanied Minor (“UM”).

An UM service charge applies to all UMs on UIA flights. For more information please see this page.

Upon arrival the UM will be escorted off the aircraft by one of our representatives and will be released at the agreed point only to those persons named on the Special Service Form. Identification will be required.

7. Meeting Customers’ Essential Needs during Long On-Board Delays

UIA shall meet the needs of customers during lengthy tarmac delays, as provided in UIA Tarmac Delay Contingency Plan

8. Handling “Bumped” Passengers in the Case of Oversales with Fairness and Consistency

UIA will handle “bumped” passengers with fairness and consistency in the case of Oversales.

When a flight is expected to be oversold, our Airport representatives will first ask for volunteers who are willing to give up their seats in exchange for benefits to be agreed upon.

If UIA does not find enough volunteers, UIA may deny boarding involuntarily to passengers holding a confirmed reservation in accordance with established boarding priorities.

We will rebook passengers on to the next available UIA flight to their ticketed destination if they are involuntarily denied boarding. If an UIA flight is not available, we will strive to provide comparable accommodations on another airline that we have a ticketing agreement with. Meals and hotel accommodations will be offered when appropriate.

Information regarding our policies and procedures for handling situations when ticketed customers cannot be accommodated on a flight will be made available at the airport.

Additional information concerning our overbooking policies can be found in our conditions of carriage on our website.

Compensation for Involuntary Denied Boarding

If you are denied boarding involuntarily, you are entitled to a payment of ‘‘denied boarding compensation’’ from the airline unless:

  • you have not fully complied with the airline’s ticketing, check-in and reconfirmation requirements, or you are not acceptable for transportation under the airline’s usual rules and practices; or
  • you are denied boarding because the flight is cancelled; or
  • you are denied boarding because a smaller capacity aircraft was substituted for safety or operational reasons; or
  • on a flight operated with an aircraft having 60 or fewer seats, you are denied boarding due to safety-related weight/balance restrictions that limit payload; or
  • you are offered accommodations in a section of the aircraft other than specified in your ticket, at no extra charge (a passenger seated in a section for which a lower fare is charged must be given an appropriate refund); or
  • the airline is able to place you on another flight or flights that are planned to reach your next stopover or final destination within one hour of the planned arrival time of your original flight.

Amount of Denied Boarding Compensation

Passengers traveling from the United States to a foreign point who are denied boarding involuntarily from an oversold flight originating at a U.S. airport are entitled to:

  • No compensation if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover not later than one hour after the planned arrival time of the passenger’s original flight;
  • 200% of the fare to the passenger’s destination or first stopover, with a maximum of $650, if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but less than four hours after the planned arrival time of the passenger’s original flight; and 
  • 400% of the fare to the passenger’s destination or first stopover, with a maximum of $1,300, if the carrier does not offer alternate transportation that is planned to arrive at the airport of the passenger’s destination or first stopover less than four hours after the planned arrival time of the passenger’s original flight.

Arrival delay Amount of compensation
0 to 1 hour No compensation
1 to 4 hour 200% of one-way fare (but no more than $650)
Over 4 hours 400% of one-way fare (but no more than $1,300)

0 to 1 hour arrival delay - No compensation
1 to 4 hour arrival delay - 200% of one-way fare (but no more than $650)
Over 4 hours arrival delay - 400% of one-way fare (but no more than $1,300)

Alternate Transportation” is air transportation with a confirmed reservation at no additional charge (by any scheduled airline licensed by DOT), or other transportation accepted and used by the passenger in the case of denied boarding.

9) Disclosing Travel Itinerary, Cancellation Policies, Frequent Flyer Rules, and Aircraft Configurations

UIA cancellation policies, frequent flyer rules, aircraft seating configuration and lavatory availability are available on our website and, upon request, from our telephone reservation system.

10) Notifying consumers in a timely manner of changes in their travel itineraries

UIA will notify consumers through the UIA web site, telephone reservation system, and boarding gates at U.S. airports, within 30 minutes of learning of a delay, cancellation or diversion.

11) Ensuring responsiveness to consumer problems

An employee has been designated by UIA to monitor the effects of flight delays, flight cancellations, and lengthy tarmac delays on passengers.

UIA will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint.

For information about filing compliments and/or complaints for flights to or from the United States, please visit www.flyuia.com or you may write to us at:

Ukraine International Air Lines
201-203, Kharkivske Road
Kyiv, 02121, Ukraine (for correspondence)
Fax: + (38 044) 537 70 79
E-mail: [email protected]

12) Identifying the services UIA provides to mitigate passenger inconveniences resulting from cancellations and misconnects.

In the event that UIA cancels, diverts or delays a flight within UIA control, UIA will, to the best of our ability, provide meals, accommodation, assistance in rebooking and transportation to the accommodation to mitigate inconveniences experienced by passengers resulting from such flight cancellations, delays and misconnections. UIA will not be liable to carry out these mitigating efforts in cases where the flight cancellations, delays and misconnections arise due to factors beyond the airline’s control, for example, acts of God, acts of war, terrorism etc, but will do so on a best effort basis.