BOOKING

Frequently Asked Questions

Q.	When will the fuel surcharges be adjusted?
A.	UIA constantly reviews the Fuel Surcharge based on fuel costs throughout the route network and international currency exchange rates. Once you book and pay for your ticket the price will not normally increase.

Q.	What taxes have to be paid on airline tickets?
A.	There are several taxes on airline tickets including airport taxes, security charges and fuel surcharges. The amount of the airport tax depends on your departing airport as well as your destination. Because taxes are incurred in difference country's they change from time to time due to currency fluctuations.

Q.	Can I change my ticket online?
A.	It is currently not possible to make changes online. Please check the fare conditions before attempting to make a change or cancellation. Please use our contact us service to request a date change.

Q.	What are the possibilities for an upgrade to Business Class?
A.	You will be eligible for an upgrade (for which you will pay an additional amount) depending on the conditions that apply to the fare. For details contact us.

Q.	Can I cancel my ticket online?
A.	At present it's not possible to cancel online. To avoid possible 'No Show' fees please cancel your ticket advance, click here.

Q.	Do I need to reconfirm my flight?
A.	When flying with UIA or one of its code share partners, you do not need to reconfirm your flight.

Q.	What is the deadline for changing my reservation?
A.	Whether or not you can make a change in your ticket depends on the fare conditions that apply; a summary of the fare conditions are displayed during the online booking process; generally the lowest fares have strict conditions with regards to date changes and cancellations. If you do need to change a reservation please do so at least 24 hrs before departure.

Q.	Where do I find the fare conditions during the booking process?
A.	A summary of the fare conditions will be displayed during the selection process on Page 2 and before you confirm your selection. When you finalise your reservation and authorise payment you will be asked if you accept the fare conditions, and the conditions of carriage.

Q.	How can I extend the validity period of my ticket?
A.	Whether a ticket can be changed depends on the conditions that apply to it. Please contact us and we will advise you of the options.

Q.	How do I know that the booking has actually been made and that there aren't any problems?(online booking)
A.	If your booking is successful a Confirmation Page will be displayed and within 2-3 minutes you will receive an e-mail receipt and e-ticket. If you have any questions please contact us.

Q.	How do I find the lowest fare?
A.	The lowest fares are normally offered on flights at off-peak times such as mid-week or during off-peak times of the year. Our online booking facility will display available flights before and after the dates you selected. You also have the option of searching for the lowest fares by scrolling through earlier or later dates

Q.	Can I make a booking online for an unaccompanied child?
A.	No. There are formal procedures required for a child to travel without an adult and therefore you must make a booking with a UIA office or travel agent.

Q.	Can one adult travel with two infants?
A.	One adult passenger can travel with up to two infants. The fare charged for the first infant will be the infant fare whilst the fare charged for the second infant accompanying the same adult will be the child fare. A confirmed seat will be required for at least one of these infants.

Q.	My eight-year-old child will be travelling alone. How does that work?
A.	Further information about children travelling can be found elsewhere on this website. Please note it is not possible to make an online booking for an unaccompanied child.

Q.	Do babies travel at a reduced fare?
A.	Yes, babies under two years of age always travel at a reduced fare but are not given a separate seat onboard

Q.	How do I receive the tickets?
A.	If you book online you will be issued with an 'e-ticket' which is automatically sent to you by e-mail 2-3 minutes after you have completed your booking. Simply show a print out of this e-mail for check-in purposes. Provided there seats available it is possible to make an online booking up to two hours up to departure.

Q.	Can a seat be pre-assigned and an advance boarding pass issued if I booked online with flyuia.com?
A.	At present it's not possible to make seat selections or print an advance booking pass for online bookings.

Q.	What does my ticket cost?
A.	The price of your ticket is composed of the flight fare, the airport taxes and any surcharges. Remember, when you compare air fares you should compare the total costs and not only the flight fare. Flights involving a change of flight will incur extra airport taxes and therefore direct flights are usually less expensive.

Q.	I did not receive a confirmation when I completed my booking; Was my booking successful?
A.	If you saw the Confirmation Page displayed but you have not received the e-ticket it may be because you entered an incorrect e-mail address. If you do not receive a confirmation by e-mail within one hour after completion of your booking, please contact Booking Help

Q.

Is it safe to pay with my credit card online?

A.

We use the latest technologies to ensure the security and safety of all your transactions at flyuia.com. To ensure the security of your credit card information when you book flights through flyUIA.com, we use the latest Secure Socket Layer (SSL) technology. SSL is currently the preferred method to securely transfer credit card and other sensitive data over the Internet. If your browser supports SSL, please select the Secure Mode option when confirming your booking and your credit card and other personal details will be protected by this technology. If you are restricted by the capabilities of your browser then you can use the non-secure mode, but we recommend that you upgrade to the latest version of any browser to allow you peace of mind during any further transactions Credit card sales are processed by BIBIT Payment Systems, part of the Royal Bank of Scotland Group.

Q.	How do I know if I have successfully made my online reservation?
A.	Upon completing the online booking process, the last step is the confirmation page showing a 5-character Booking Reference number. Normally within 2-3 minutes you will receive an e-ticket Confirmation and Receipt to the e-mail address you entered as you made the booking.

Q.	I didn't receive a confirmation of my reservation after going through the payment steps.
A.	If you did not receive a booking confirmation, contact BookingHelp

Q.	Why is there a difference between the fare listed on the website today and the fare that was listed a few days ago?
A.	The number of seats allocated to each fare type is limited and it’s possible that the fare that you first saw is no longer available. Generally the lowest fares are available to people who book well in advance.

Q.	My credit card was refused. What should I do?
A.	Your credit card may be refused for a number of reasons such as a typing error; a technical error or a lack of available funds. UIA have no information regarding your financial status.

Q.	Does UIA have personal information processed by other parties?
A.	For information on personal data please click on our Privacy Policy statement.

Q.	Where is the security code on a credit card located?
A.	On a Visa and MasterCard, the security code (CVV code) is located on the rear of the card and is made up of the last three digits of the number. On an American Express card, the four digit number (CID code) is printed on the front of the card to the right and above the embossed fifteen digit card number.

Q.

What can I expect at airport controls as a consequence of the new European Union rules for hand baggage?

A.

At the security checkpoints, all hand luggage goes through a scanner on a conveyer belt. At this point your hand luggage is also checked for liquids. You must present all liquids separately when your hand luggage is checked. Your transparent plastic bag must be closed, and your containers of liquids must fit in it comfortably. Coats, jackets and large electrical appliances such as laptops must also be presented separately for inspection.

Q.	Will the new European Union rules for hand baggage allow me to shop tax-free after having my passport checked?
A.	Yes, you can still do your shopping, including duty-free shopping, at EU airports after passport control. Liquids and gels that you buy after the ticket and/or passport control will be packed and sealed for you as necessary by the shop. The seal is valid for one day. If you must change to another plane, you may not break the seal until you reach your final destination.

Q.	Which payment methods are available at flyUIA.com?
A.	Payment method options: MasterCard, Visa Electron, VISA, UK debit cards and American Express.

Q.	When will the amount be charged to my credit card?
A.	Your credit card will be charged when you receive your e-ticket Confirmation Receipt

Q.	Can I have an e-ticket if I am checking in baggage (i.e., travelling with more than hand luggage)?
A.	Yes, there is no difference between a paper ticket and an e-ticket for the check-in process.

Q.	I made my booking via a travel agency. Can you change my flight?
A.	As your reservation was made through a travel agency, all requests, inquiries and changes before departure should be directed to the travel agency where you purchased your ticket.

Q.	Will I get my money back if I have not flown?
A.	Whether you can get a refund depends on the conditions that apply to your fare. If you booked online please contact us for information on the cancellation conditions attached to your fare.

Q.	I need to prove I have purchased an airline ticket. How can I get a proof of payment?
A.	Your e-ticket Confirmation Receipt that you will receive by e-mail is proof of payment and is generally accepted by official organisations as proof.

Q.	I do not want to use any of these payment options
A.	If none of these payment options is suitable for you, we recommend that you book your flight directly with a UIA office or with a travel agent who accepts cash payments.

Q.	Is a booking fee applicable if I book online?
A.	At present there is no booking fee is applicable to reservations made online at www.flyuia.com

Q.	What is an e-ticket?
A.	An e-ticket is the electronic version of the conventional paper ticket. It is an electronic record kept in a computer database that is used instead of a printed paper ticket.

Q.	How do I book an e-ticket?
A.	E-tickets can be booked in exactly the same way as paper tickets: through www.flyuia.com, our call centres, or a travel agent. When booking a regular fare online, an e-ticket will be issued automatically

Q.	What is a Passenger Name Record (PNR)?
A.	A Passenger Name Record (PNR) is a 5-characther reference number generated by our reservation system that contains all the information required for the entire itinerary.

Q.	How do I book a hotel?
A.	If you are travelling to Ukraine we recommend our partner tour operator, Panorama Tours. Hotel reservations services are offered by Octopus Travel. Choose from over 23,000 discounted hotels worldwide. With a range of hotels from budget to luxury, large chain hotels to boutique properties, there’s something for everyone.

Q.	How do I rent a car?
A.	When you arrive on Ukraine International Airlines you can rent a car at special rates from our partners, Hertz. There are rental locations at airports in Ukraine such as Kiev, Lvov, Simferopol and Odessa and all UIA destinations in Europe, Georgia, Kuwait and Dubai.

Q.	Can I check whether someone is on board a plane or has arrived?
A.	Because of privacy and security regulations UIA cannot provide information on passengers.

Q.	Where can I find the General Conditions of Carriage?
A.	You can find the General Conditions of Carriage via this link.

Q.	Where can I find the carriers liability?
A.	The carrier’s liability can be found in the Conditions of Contract

Q.	How can I unsubscribe myself from your newsletter?
A.	Unsubscribing from the newsletter can be done online.

Q.	I get a "time-out" message when I try to download. What can I do about this?
A.	What you should do depends on the kind of error message you got. The problem might be that the connection speed is too slow or that the server is dealing with a heavy load at that time. In this case, you could try at a later time.

Q.	How can I change the language on the website?
A.	Please select another language on top of the page. The complete web site is available in English, Ukrainian and Russian languages while the online booking engine is also available in French, German, Italian and Spanish.