✅ Trip Verified
| New York to Yerevan via Kiev. When we booked, there was no USA phone number for UIA. I called Ukraine (international rates) several times to ask questions before and after booking. Some agents spoke poor English. I made a booking and purchased the tickets. I paid extra for selected seats, and was okay with this. I had more questions and had to call Ukraine each time. I learned that they obtained a USA phone number. However, those UIA agents would only handle new bookings and would not help with existing bookings. Very strange and disrespectful. I also used e-mail to contact UIA several times. The responses indicated that several agents did not carefully read or respond to my e-mails. At JFK, the agent changed our seats without asking or telling us why. I said that we wanted the original seats that we paid for, and she said it was too late without explanation. I said that we paid for them. She said that she had no information about that. I said that I wanted my money back, and she said that she couldn’t provide a refund. On one of the flights, we ordered food. I paid $22 USD. The prices were in Euros and I paid in USD. They charged me a higher than expected USD amount and they had no conversion rate. Whatever conversion rate the cabin crew used, it was out of line with the bank conversion rates. In the UIA booklet is the statement “Please ensure you receive a receipt for your purchases” in bold typeface. I asked the cabin crew for a receipt for the $22 USD we paid. They could not understand English. I showed them this sentence printed in their own UIA booklet. The cabin crew couldn’t read the airline’s own printed material that was in the aircraft cabin! I found a passenger who spoke both English and Ukrainian, and that person explained what the sentence in the UIA booklet meant. They then gave me a receipt that I am looking at, and it does not show $22 USD in any way, shape or form!? No conversion rate and no understandable receipt for what we paid. Bad business practices. The agent in Tbilisi tried to charge us for our third bag. Our tickets included two free 50-pound bags per person. The agent said that there was only one free bag per person and wanted to charge us more. I had to dig out my paperwork and prove her wrong. With electronic tickets, paperwork is not needed. However, when an employee wrongly charges extra fees, a first for me, the passenger must have everything in writing. It is not comfortable for my wife to walk long distances, so she asked for wheelchair rides to the gate. However my wife was able to stand and walk on, off and around the planes without difficulty, and the UIA staff saw that. However, because of the wheelchair request, the UIA staff would not let my wife have the window seats she paid for. This was ridiculous. I was a pilot for 39 years. My experience is that passengers who can walk on and off the plane can sit anywhere expect for emergency row seats. In fact, passengers with limited mobility were intentionally placed at windows so that they could not block other passengers. UIA does the opposite? My perception is that the UIA staff members at every level were very disorganized and poorly trained, and they provided poor customer service. In summary, we had a very bad set of experiences flying with UIA.