Uzbekistan Airways’ cancellation policy varies based on fare type, booking method, and timing. Below is a concise overview based on the most reliable and up-to-date information from sources like the airline’s official website, travel platforms, and passenger rights resources
24-Hour Risk-Free Cancellation:
- You can cancel any Uzbekistan Airways ticket 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 Uzbekistan Airways Reporting Corporation (ARC) for bookings originating in the United States. Refunds are processed to the original payment method within 3–4 weeks.
- This policy does not apply to tickets purchased through third-party agents, where you must contact the agency directly for cancellations.
Cancellations After 24 Hours:
- Non-Refundable Tickets (e.g., Economy Light, promotional fares): No cancellations or refunds are allowed after the 24-hour window, except for unused airport taxes and fees. Promotional tickets explicitly prohibit cancellations.
- Refundable/Flexible Tickets (e.g., Business, Economy Standard): Cancellations are permitted with a penalty fee, typically $100–$500, depending on fare category, route, departure date, and payment method. For offline bookings (e.g., ticket offices), an additional service fee applies.
- Cancellation Within 1 Hour of Departure: The full ticket fare is charged as a cancellation fee, rendering no refund for the ticket cost.
- Partially Used Tickets: Refunds are issued for unused segments, minus applicable penalty fees, within one year from the booking date.
- Round-Trip Cancellations: You can cancel one leg (e.g., outbound or return) without fees for the entire trip, paying only for the canceled portion.
Airline-Initiated Cancellations:
- If Uzbekistan Airways cancels your flight, you’re entitled to a full refund (including unused segments or a return to your departure point) or rebooking on the next available flight. If the rebooking delays your arrival by 2+ hours or the cancellation notice is given less than 14 days before departure, you may claim compensation of €250–€600 under EU/UK Regulation EC 261 for flights departing from EU/UK airports, provided the issue is within the airline’s control (e.g., technical issues, not weather or strikes).
- For canceled flights due to extraordinary circumstances (e.g., weather, air traffic control issues), no compensation is owed, but a refund or rebooking is provided. If rebooking occurs the next day, the airline must arrange accommodation and transfers.
- During COVID-19-related cancellations (e.g., March–April 2020), Uzbekistan Airways allowed penalty-free refunds or one-time rebooking for affected flights.
How to Cancel:
- By Phone: Contact customer service at +1-877-240-6770. Provide your reservation number.
- In Person: Visit a Uzbekistan Airways ticket office or airport counter. A service fee may apply.
- Cancellations must be made through the same channel as the booking (e.g., online for online bookings).
Refund Process:
- Refunds are processed in the country of ticket purchase within 3–4 weeks for unused tickets, after deducting penalty fees. Partially used tickets are refunded for unused segments, minus fees.
- Tickets are valid for one year, and refunds must be requested within this period, or the airline may forfeit the amount.
- In cases of passenger or family member death, no penalty fees are charged for refunds, subject to verification.
- Refunds for canceled flights are processed without penalties if requested at the place of purchase.
Challenges and Tips:
- Customer Service Issues: Some passengers report difficulties with Utair honoring the 24-hour rule, with responses delayed or refunds denied. For U.S. bookings, cite 14 CFR § 259.2 to enforce the 24-hour policy. A DOT complaint or credit card chargeback may be necessary if unresolved.
- Sanctions and Operations: Uzbekistan Airways operates 37 aircraft and serves 66 cities, but sanctions or operational constraints may affect refunds or rebooking. Always confirm flight status.
- Tips: Book flexible fares (Business or Economy Standard) to avoid high penalties. Purchase travel insurance for added protection. Retain all booking documents for refund claims. For EU/UK compensation, use services like AirHelp or Populetic, which report successful claims of €125–€600.
