Question 1

How can I contact UTair customer service?

Accepted Answer

You can reach UTair customer service via phone at +7 495 228-03-80, though international rates may apply. For quick assistance, an online chat is available on the official website, Telegram, and VK. General inquiries can be sent to office@utair.ru, while frequent flyer program questions should be directed to status@utair.ru. The 'Utair' mobile app also provides access to support and allows for reservation management.

Question 2

What is UTair's baggage allowance policy?

Accepted Answer

UTair operates with a flexible fare structure, meaning baggage allowances vary by ticket class. For carry-on, all passengers are generally allowed one bag up to 5 kg (40x30x20 cm). Higher-tier fares or purchased add-ons may permit a second, larger carry-on up to 10 kg (55x40x25 cm). Checked baggage allowances also depend on the fare family; 'Minimum' fares typically include no checked baggage, while 'Optimum' usually includes one piece up to 20 kg. Checked bags should not exceed 203 cm in the sum of three dimensions. Excess baggage fees apply for items exceeding weight or size limits, and it is generally cheaper to purchase additional allowance online in advance.

Question 3

How do I check in for a UTair flight?

Accepted Answer

Online check-in for UTair flights is available through the official website or the 'Utair' mobile app. This service typically opens 36 hours before the scheduled departure and closes 40 minutes prior to takeoff. Online check-in allows passengers to select their preferred seats and download their boarding passes, streamlining the airport experience.

Question 4

What is UTair's flight cancellation and refund policy?

Accepted Answer

UTair's cancellation and refund policy depends on the fare type purchased. 'Minimum Economy' fares are generally non-refundable, with only government taxes and airport surcharges being eligible for a refund. 'Optimum Economy' and 'Premium Economy' fares may be refundable, but are subject to a cancellation fee. 'Business' fares are typically refundable if the cancellation is requested before the scheduled departure. Passengers can usually cancel their reservation and receive a full refund without penalty within 24 hours of booking, provided the departure date is at least 7 days away at the time of cancellation.

Question 5

How can I manage my UTair booking?

Accepted Answer

You can manage your UTair booking conveniently through the airline's official website or its mobile application. These platforms allow you to check your flight status, make changes to your reservation, add extra baggage if needed, and receive real-time updates regarding your flight.

Question 6

Does UTair offer a loyalty program?

Accepted Answer

Yes, UTair operates a frequent flyer program called 'STATUS'. Members can earn miles on flights and for purchasing additional services, which can then be redeemed for flight tickets or class upgrades. The program also offers various benefits to its different tiers (Bronze, Silver, Gold), such as increased baggage allowances and priority service in support chats for higher-tier members.

Question 7

What are the rules for traveling with pets on UTair?

Accepted Answer

If you plan to travel with a pet on UTair, you must notify the airline in advance, ideally during the booking process or at least 24 hours before your flight. Small animals and birds can be transported in the cabin in a soft carrier, typically up to 10 kg with specific dimensions (e.g., 55x40x25 cm). Larger pets can be transported in the baggage compartment in a rigid container, with a combined weight of up to 50 kg (animal + carrier). A fee applies for pet transportation, and specific veterinary documents are required, which vary based on destination.

Question 8

What special assistance does UTair provide for passengers with reduced mobility?

Accepted Answer

UTair offers special assistance for passengers with reduced mobility, which may include meeting them at the check-in counter, providing a wheelchair, assisting with check-in and baggage procedures, and offering support on board. It is advisable to carry documents confirming your need for assistance and present them at the airport. Wheelchairs are transported free of charge in the baggage compartment, beyond the standard baggage allowance.

Question 9

Is in-flight catering provided on UTair flights?

Accepted Answer

UTair's in-flight catering policy varies by travel class and fare type. On most economy fares, especially for shorter flights, complimentary catering is limited to water. Passengers have the option to pre-order hot meals, sandwiches, or breakfast sets online before their flight, or they can purchase a selection of snacks, sandwiches, and beverages from the 'Utair Café' menu available on board. Hot meals are typically included only on certain long-haul routes and for passengers traveling on Premium or Eurobusiness fares.

Question 10

How can I get information about flight delays or cancellations?

Accepted Answer

You can receive real-time updates regarding your flight status through the official UTair mobile application. In cases of significant flight delays or cancellations, passengers may be entitled to compensation under applicable regulations, particularly for flights departing from European airports, in accordance with EU 261 rules.

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