Информация для выезжающих в США

Additional / Optional fees information (baggage and change of date fees)

Optional Service/Fees

For travel to and from the United States Uzbekistan Airways provides passengers with a free baggage allowance for passengers with seat according to the chart below.

Destination

Class 

Maximum weight  / baggage (to avoid overweight baggage charge)

Maximum checked bags

Maximum dimension
in total per bag
(to avoid oversize baggage charge)

To/from USA

First

32 kg (70 lbs)

2

158 cm (62 inches)

Business

32 kg (70 lbs)

2

158 cm (62 inches)

Economy

23 kg (50 lbs)

2

158 cm (62 inches)

 

 

Carry-on baggage

Uzbekistan Airways will permit one carry-on bag plus one small personal item per customer to be carried on the aircraft at no charge. The maximum combined linear measurement (length + width + height) of the carry-on bag must not exceed 55 x 25 x 35 cm or 115 cm. The maximum weight of the carry-on bag is 12 pounds (5 kg).

Excess Baggage Charges

Bags checked in addition to the traveler’s baggage allowance. Checked baggage allowance may vary depending on cabin, status level, military status, itinerary and date of purchase.

Routing

Each excess baggage charge

Oversized baggage charge – exceed 62 inches (158 linear cm) to 80 inches (203 cm)

Excess number PLUS Oversized baggage charge – exceed 80 inches (203 cm)

Overweight baggage charge –exceed 50 lbs (23 kg) up to maximum allowed to check-in 45 kg.

To/From USA

USD 150

USD 150

USD 150

USD 150

 

 

      Calculation details:

1. Baggage carried in excess of the free baggage allowance as specified is charges irrespective of the class paid for and used by passenger.

2. The applicable excess baggage charge shall apply to:
a. The excess number of baggage: each bag (PC) exceeding 2 checked bags (PC)
b. Oversized Baggage: each bag (PC) exceeding the dimension of 62 inches (158 cm)
but not exceeding 80 inches (203 cm)

Other checked items (To/ from USA)

Additional Items as checked baggage that may have extra handling charges. The following items are subject to a special handling fee based on itinerary. All fees listed are per item.
All sports equipment (weight not more than 45 kg) – 300 USD

Bulky Baggage/Oversized/Overweight Piece -Normal excess charges shall apply as stated above
Weapons Firearms ammunition – Not allowed to be transported on Uzbekistan Airways flights

Sporting firearms - Not allowed to be transported on Uzbekistan Airways flights
One portable musical instrument (not exceeding 39 inches) in length - Normal excess baggage rate shall apply: USD 150
Pets in Cabin (PETC) – 300 USD
     Passengers may bring their dog or cat on board in the cabin with the maximum weight up to 8kgs including the container not exceeding the measurements (55length x 37width x 30height).  Uzbekistan Airways requests that the local office be advised at least 48 hours in advance, due to some limitation of the number of pets accepted on board.

Pets as Checked Baggage (AVIH) – 300 USD
     Should the dog or cat exceed the 10kgs weight or the measurement to transport as PETC, then the pet shall be transported as checked baggage. For checked transportation of pets (under 23 kg/50lbs) the charge will be twice of the normal excess baggage rate: $150 X 2 = $300

Other Services

Online booking — No charge/  Paper Ticket issuance — $50 to $150/ Replacing a lost paper ticket or miscellaneous charge order (MCO) — $75 to $150
Unaccompanied minors — full price for adult ticket (mandatory Age 6 -16)

Wheelchair – No charge, Meal on-board:  Regular – No charge,   Special – No charge (provided contracting catering company supplies requested meal type)

 

Tarmac Delay Contingency Plan

In accordance with Department of Transportation’s Enhanced Protections for Airline Passengers regulations (14 CFR Part 259), Uzbekistan Airways has established a Lengthy Tarmac Delay Contingency Plan, has committed sufficient resources to implement the plan, and has coordinated the plan with all of the airports it serves in the U.S. In the unlikely event of a long onboard delay prior to takeoff or upon landing, our Operations Coordination Center will coordinate with the Pilot-in-command on the aircraft, the local Airport Operations Team, and authorities at the airport to implement our plan.

Onboard delays are situations we always try to avoid. Sometimes weather, gate-space limitations, visibility, airport conditions, mechanical problems, Air Traffic Control requirements, or other uncontrollable circumstances cause unavoidable ground delays.

1. In these cases, Uzbekistan Airways will ensure that:

a. The aircraft does not remain on the tarmac at a U.S. airport for more than four hours unless the Pilot-in-command determines that there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane Customers (e.g., weather, a directive from an appropriate government agency); or Air Traffic Control advises the Pilot-in-command that returning to the gate or another disembarkation point would significantly disrupt airport operations.

b. Passengers are notified every 30 minutes about the delay while aircraft is delayed, including the reasons for the delay, if known.

c. Passengers on the delayed flight will be notified beginning 30 minutes after scheduled departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter that they have the opportunity to deplane from the aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists.

2. For delays approaching two hours, if the Pilot-in-command of the aircraft deems it is safe to do so, Uzbekistan Airways will:

a. Provide snacks and drinking water.

b. Ensure that lavatories remain operable. If necessary and safe to do so, remote aircraft lavatory servicing will be requested and furnished.

c. As necessary and safe to do so, provide first aid and other routine medical services normally offered by Uzbekistan Airways.

d. Work with airport officials and, if necessary, other airlines to share or acquire equipment such as portable stairs, buses, vans, or other means by which Customers may deplane and be safely escorted to a terminal or other reasonable facility.

 

Customer service plan — attention passengers travelling to/from USA

Customer Service Plan:

Uzbekistan Airways is in business to provide safe, dependable, and friendly air transportation to our customers, along with numerous related services, in the hopes that you will fly us again and again. We work very hard to make your entire experience with us, from making a reservation to deplaning at your final destination, a positive one.

We have outlined our responsibilities and how we will fulfill them in 12-key points, known as our Customer Commitment.

Note: The Uzbekistan Airways Customer Commitment applies to all international flights from/to the United States, and includes:

1. Lowest Fare Availability

Our goal is to make every flight a positive experience for our customers. Customers calling our reservations office (call center) or purchasing a ticket at our ticket counter will be offered the lowest available fare, when specific dates and times are provided, or will be advised that the lowest fare offered by Uzbekistan Airways may be available elsewhere, if that is the case. If you do not provide specific information about your travel requirements, we will provide you with a range of fares for your general needs.

2. Notify passengers of known delays, cancellations, and diversions

We will provide our customers full and timely information on the status of known delays, cancellations, and diversions by:

  • Providing customers, who are ticketed or hold reservations, information about a change in the status of a flight within 30 minutes after we become aware of such a change in the status of a flight;
  • Providing, through our agents at the airport, website and telephone reservation system information regarding known delays, cancellations, diversions and we will strive to provide the best available information concerning the duration of delays and, to the extent available, the flight’s anticipated departure time;
  • Contacting you about cancellations when the event is known if you provide us with contact information in your reservation.
  • Update flight irregularity  information displayed at airport gates within 30 minutes after the carrier becomes aware of such a change in the status of a flight.

3. Delivery of Baggage and Notice of baggage fees and other fees

It is our intention to deliver your baggage on time. However, in the event that this does not occur, we will strive to return your misplaced baggage within 24 hours. Notify an Uzbekistan Airways employee at the airport if you cannot locate your baggage.

We will attempt to contact owners of unclaimed baggage when a name and address or telephone number is available.

We will provide compensation to customers for reasonable expenses that result due to delay in delivery and reimburse passengers for any fee charged to transport a bag if that bag is lost.

4. Allowing reservations to be cancelled without penalty for a defined amount of time

Even if you buy a non-refundable ticket, we will give you time to compare our fares with those of other airlines.

We allow reservations to be held at the quoted fare without payment, or cancelled without penalty, for at least twenty-four hours after the reservation is made if the reservation is made one week or more prior to a flight’s departure.

5. Provide prompt ticket refunds

We will provide prompt refunds for eligible tickets and for credit card purchases once we receive your request for a refund to the credit card issuer or cash purchases.

We will provide a refund within 20 days after receiving your completed request for refund in the original form of payment.

If you were unable to use the ticket due to over sales situation or flight cancellation we will provide prompt refunds within 20 days after receiving a complete refund request for cash and check purchases, including refunding fees charged to you for optional services.

Please make sure you have canceled your reservation before requesting a refund and remember to provide the passenger’s name, the address, the credit card number used for purchase, ticket number(s), the date of travel and departure, and destination cities in your correspondence.

Requests for refunds may be submitted to any Uzbekistan Airways ticketing location or your travel agent.

Refunds for electronic tickets may be requested by calling Call Center.

6. Properly accommodating passengers with disabilities and other special needs, including during tarmac delays

We are dedicated to offering convenient and comfortable service to all our customers. We will provide our customers who require additional assistance, including individuals with disabilities and unaccompanied minors, with the attention, respect and care they deserve.

 

Passengers with Disabilities and Other Special Needs:

Accommodating the special needs of passengers with disabilities is a top priority for Uzbekistan Airways. We offer a variety of special services to such passengers, including:

  • Transportation to, from, and between gates, either by wheelchair or, in several locations, electric cart.
  • Boarding assistance.
  • Assistance with visual, auditory, cognitive, or mobility impairments while in the airport and on the plane.
  • Consideration of your needs during extended tarmac delays.

You can ask for assistance when you arrive at the airport if you would like certain accommodations during your travel.

Children Traveling Alone

We welcome young customers on our flights and provide detailed information to parents with children ages 6 through 16 who will be traveling alone.

Our policies ensure the safety and well being of children traveling alone including:

  • Taking good care of your child during his or her flight and not releasing a minor traveling alone to anyone other than the person you have designated.
  • Providing unaccompanied passenger service for children ages 6 through 16.

We are also happy to provide this service to children ages 16 through 18 traveling alone.

(Fees apply for unaccompanied minor service.)

7. Meeting customers’ essential needs during lengthy tarmac delays

  • We will provide full and timely information regarding the status of a flight if there is an extreme delay after you have boarded or after the plane has landed; and, if safety and security conditions allow, we will provide for your essential needs such as snack food and drinking water at specific intervals and restroom facilities and adequate medical assistance, if needed.
  • We make assurance that customers on the delayed flight will receive notifications regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known.
  • We make assurance that customers on the delayed flight will be notified beginning 30 minutes after scheduled departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter that they have the opportunity to deplane from the aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists.

8. Handling «bumped» passengers with fairness and consistency in the case of over sales

We will inform you, if the flight on which you are ticketed is overbooked.

We also will provide information at airports about our policies and procedures for handling situations when all ticketed customers cannot be accommodated on a flight.

Our policies and procedures for treating you with fairness and consistency include:

  • Advising you,  if your flight is overbooked through  our agents at the airport.
  • Offer alternate transportation if you voluntarily give up your seat.
  • Transportation credit to be used toward the purchase of future travel on Uzbekistan Airways to the destination of your choice.
  • Providing notice, explaining our obligations and the compensation you will receive if you are involuntarily denied boarding.
  • Rebooking you on the first available Uzbekistan Airways flight to your ticketed destination if you are involuntarily denied boarding. (If Uzbekistan Airways flight is not available, we will strive to provide comparable accommodations on another airline that we have a ticketing agreement with.)
  • Providing meal allowances and hotel accommodations at Uzbekistan Airways contracted facilities if you are away from your home, are involuntarily bumped from a flight, and we are unable to accommodate you on an alternative flight on the same travel day. If hotel accommodations are unavailable, we will compensate you with a voucher commensurate in value with the contracted hotel rate.

9. Disclosing travel itinerary and other policies that affect your travel

We will give you clear information about policies and service aspects that may be important to you on our website and, when you ask, through our telephone reservations staff (call center) and our Representative offices or sales offices at the airport, including:

  • Disclosing cancellation policies, aircraft seating configuration, and lavatory availability;
  • Providing frequent flyer details (We will make all important rules, restrictions, and redemption information available on uzairways.com.); and
  • Providing information concerning the important terms and conditions that apply to your ticket and travel, including cancellation policies.

10. Ensuring good customer service from code-share partners

We stand behind the services of our code share partners and we will strive to ensure that you receive excellent customer service whenever you travel on Uzbekistan Airways ticket, including on flights operated by our code share partners.

11. Ensuring responsiveness to customer complaints

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

We respond quickly to our customers’ complaints. If you have a complaint regarding our services or our product, we want to hear from you. Information about where to direct your written complaint is on our website and is available upon request at the airports we serve, through sales agents.

12. Identifying the services Uzbekistan Airways provides to mitigate passenger inconveniences resulting from cancellations and misconnects.

In order to reduce any inconvenience you experience during cancellations and misconnections, we will:

  • Do our best to contact you in advance regarding a flight cancellation using the contact information in your reservation;
  • Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary;
  • Make available information about your rebooking through our website; at an airport sales office, when available; and  through our reservations agents;
  • Provide meal allowances and hotel accommodations at Uzbekistan Airways contracted facilities, based on availability, if you are inconvenienced overnight while away from your home or destination due to a delay, misconnect, or cancellation within Uzbekistan Airways control; and
  • If accommodations are unavailable, we will compensate you with a transportation credit commensurate in value with the contracted hotel rate.