Ukraine International Airlines (UIA) has not operated commercial flights since February 2022 due to the ongoing conflict in Ukraine, which led to the closure of Ukrainian airspace. The information below reflects UIA’s cancellation policy based on available data up to that point and may not be applicable until operations resume.
24-Hour Risk-Free Cancellation:
- UIA allows cancellations within 24 hours of booking for a full refund without fees, provided the flight departs at least 7 days later (168 hours). This applies to all fare types, including non-refundable tickets, and is supported by the Ukraine International Airlines Reporting Corporation (ARC) for bookings from the United States.
- This policy ensures passengers can cancel without penalty if plans change shortly after booking.
Cancellations After 24 Hours:
- For cancellations after the 24-hour window or within 7 days of departure, a cancellation fee applies, ranging from $100 to $500 for international flights, depending on the fare type, route, and timing. Domestic flight cancellation fees may be lower.
- Non-refundable tickets are not eligible for cash refunds after 24 hours, but passengers may receive a refund of unused airport taxes and fees, which can be significant (sometimes up to half the ticket price).
- Refundable tickets can be canceled with a full refund, minus applicable fees, as per the fare rules. Submit refund requests through the place of purchase (e.g., UIA’s website or booking agent).
Airline-Initiated Cancellations (continued):
- operational issues, weather conditions, or other extraordinary circumstances (e.g., airspace closure), UIA will offer a full refund or rebooking on the next available flight. Refunds include the full cost of the unused ticket or segment, processed to the original payment method.
- For flights to/from/within the EU, if UIA cancels a flight less than 14 days before departure and the reason is within their control (e.g., technical issues, not weather or air traffic control strikes), passengers may be eligible for compensation up to €600 per person under EU Regulation EC 261. Compensation is not owed if a replacement flight arrives at a similar time to the original or if the cancellation is due to extraordinary circumstances. Passengers can claim for disruptions within the past 3 years.
- If a flight is canceled and no suitable alternative is provided, UIA may arrange hotel accommodation and ground transfers if the delay extends to the next day.
No-Show Policy:
- If a passenger fails to check in or board (no-show) without notifying UIA before departure, the airline may cancel subsequent segments of the itinerary, including return flights. No refunds are provided for non-refundable tickets in this case, except for unused taxes and fees.
How to Cancel:
- By Phone: Contact UIA’s customer service at +1-877-240-6770. Have your reservation number ready.
- In Person: Visit a UIA ticket office or airport counter. A service fee of $100 may apply for in-person cancellations.
- Third-Party Bookings: If booked through a travel agency, cancellations must be processed via the agency.
- For refund requests, complete the feedback form on UIA’s website under “Get a Refund,” providing details as per UIA’s Passenger and Baggage Carriage Rules (Article XX).
Refund Process:
- Refunds for eligible tickets are processed within 7–20 days, depending on the payment method.
- Non-refundable tickets may still yield refunds for unused taxes and fees, which can be significant.
- If a flight schedule changes by more than 60 minutes or is canceled, passengers can request a full refund, even for non-refundable tickets, if they choose not to travel.
- Refunds for visa cancellations (with official refusal confirmation) may be processed up to 72 hours after booking.
- Promo codes may be issued for unused tickets or services, valid for 2 years to pay for new tickets or services on UIA or codeshare flights (e.g., WINDROSE airlines).
Special Circumstances:
- During the COVID-19 period, UIA allowed free date changes within the ticket’s validity period (no rebooking fee if changed online at least 14 hours before departure). Fare or tax differences may apply.
- For passengers in Israel (new immigrants, senior citizens, or persons with disabilities), cancellations for tickets purchased via remote sales can be made within 4 months of purchase or up to 7 days before departure (excluding rest days), provided there was prior communication with a UIA representative.
Service Fees:
- Ticket changes: $40 for individual international/domestic tickets, $20 for certificate-based tickets, $15 for group bookings, $50 for name corrections, $5 for infant tickets.
- In-person cancellations at ticket offices may incur a $100 fee.
- Refunds for unused taxes/fees are subject to fare rules, but service fees are non-refundable in cases of involuntary refunds due to extraordinary circumstances (e.g., war, natural disasters).
Challenges and Considerations:
- UIA’s customer service has faced criticism for delayed responses or lack of follow-up (e.g., no replies to emails about delays). Passengers report issues like missed connections due to delays, with limited compensation.
- Always verify fare rules at booking, as non-refundable fares are common to keep costs low, and cancellation fees can be high for international flights.
- For EU/UK compensation claims, services like AirHelp or AirAdvisor can assist, especially for disruptions within the last 3 years.
Tips to Avoid Fees:
- Cancel within the 24-hour window for a full refund if eligible.
- Purchase refundable tickets or travel insurance for flexibility.
- Monitor flight status, especially given UIA’s operational pause, and ensure contact details are updated in your booking.
- For third-party bookings, confirm the agency’s cancellation process to meet deadlines.
