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Utair

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Open until 6:00 PM

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Наталья Б.

Level 5 Local Expert

The airline doesn't care about passengers at all. The tickets were purchased for flight 1715 to Al Maktoum at 00.05 on April 7, 2025. The flight was rescheduled as early as 14.30 the next day. The reason was announced by a UTG employee (and we continued to communicate with them, since according to them, the Utair representative was not at Vnukovo airport and they represented their interests): The arrival airport is not ready to receive, because they are switching to daylight saving time and they have some technical work. Pobeda departs an hour later at 00.15, but the time change does not interfere with them. After that, a letter arrives that the flight has been postponed to 17.00. At 14.30, upon entering the Vnukovo airport building, the counter informs that the flight is being postponed again, to 19.00. The airport's hotline says the plane isn't even at the airport. Everyone starts to get indignant. I calmly ask where I can eat before 19.00. The staff, since we had electronic check-in, conducts electronic re-registration for a new flight themselves, we go to print out the boarding passes and mark the flight delay. They tell us at the check-in desk that we have a different plane, and other seats are being arranged for us. We're waiting quietly, having dinner. Time passes, we go to boarding, we find out in the queue that not everyone will be put in!!! The workers at the boarding gate inform us that others are sitting in our seats and are not being planted! We're at the plane, the passport and customs checks have been repeated, we have boarding passes with seats in our hands, and they just turn us around, putting hysterics and drunks in!!! All employees remember that they registered us and there were places, but supposedly the final places were allocated from the Utair office. Preference was given to passengers with children, although there were more than just such people in the queue. A civilized solution to the issues with this airline is not possible, because everyone who was yelling, shouting, sorry, drinking beer in front of the plane got into it! But we, who, on the recommendation of the employees themselves, calmly passed the re-registration process, did not. All we were offered was to try to book a flight on April 10th!!! Also a Yutair. Taking into account the fact that the plane following us, departing at 00.05 but already 08.04. It was also postponed to 14.30! We didn't even consider this option, because we were limited in vacation time. As a result, we had to fly with a transfer, another airline, tickets are 2 times more expensive, another airport, a waste of time. Financial losses: the difference in ticket prices, a day of non-refundable hotel reservations and a paid non-refundable tour. About 50,000 in total. We bought tickets through Tinkoff, and they also helped us get the money back for the tickets. Through contacting the Utair hotline, the money spent on the paid choice of location was refunded. For reimbursement of the remaining costs, compensation from Utair in 2000 for the next flight. Given the very low probability that we will fly with this airline again, there is zero compensation!!! They say in long letters that they were concerned about the safety of the flight and that it was not their fault. Why not? The plane was not on time or was not working properly-isn't it the airline's fault? It's not like they look at their schedule 30 minutes before departure and are surprised to realize that they don't have a plane!!! We do not consider the version with the non-acceptance of the arrival airport, because the Victory landed safely!!!))) The direct fault of the airline is that in 19 hours they could not solve the problem with the departure of passengers! While we were calmly waiting to board the plane at 19.00, we could have left on other airlines! It was obvious from the check-in that we were at the airport! After all, we have received e-mail messages about flight rescheduling, and our phones are used when buying tickets, so you can contact us. The employees who contacted us said that there was no representative of Utair at the airport. Although, when making a claim, it was with him that we had to solve problems back in Vnukovo! It's just a careless attitude! 60 people did not get on board. This became known at 2:30 p.m., or maybe earlier. The airline's fault is that, in addition to postponing and not providing the plane for departure, they did not notify the passengers in time that they had to solve the problems with departure themselves!

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