Rules
1. General terms
1.1. This Personal Data Privacy Policy (hereinafter referred to as the Policy) has been developed in accordance with the General Data Protection Regulation 2016/679 EU and the Law of the Republic of Uzbekistan dated July 2, 2019 No. ZRU-547 “On Personal Data Protection”.
1.2. This Policy applies to all data processed by Silk Avia " (hereinafter referred to as the "Operator").
1.3. The purpose of developing this Policy is to determine the basic principles by which the Operator is guided while processing personal data, as well as the purposes for which the Operator processes personal data.
1.4. The provisions of this Policy are binding on all employees of the Operator, organizations that receive or provide personal data to the Operator, as well as individuals who are in a contractual relationship with the Operator.
1.5. This policy is incorporated in its entirety by this reference into the terms and conditions of the Contract for Domestic Air Carriage of Passengers and Baggage concluded by purchasing transportation services on the Operator’s website, as well as through third parties (agents) with whom the Operator has separate agreements.
1.6. The use of the Website Services and the Operator's mobile application means the User's unconditional consent to this Policy and the conditions for processing his personal information specified therein; in case of disagreement with these conditions, the User must refrain fr om using the Services of the Operator.
1.7. The term of processing and storage of personal data are The terms of processing and storage of personal data are 3 months.
1.8. Conditions not expressly stipulated in this Policy are regulated in accordance with the current legislation of the Republic of Uzbekistan.
2. Terms and Definitions
2.1. Cookies - a small piece of data sent by a web server and stored on a user's computer that a web client or web browser sends to the web server in an HTTP request each time it attempts to open a page for the corresponding resource;
2.2. Automated processing of personal data - processing of personal data using computer technology;
2.3. Air transportation Contract - an agreement for domestic air transportation of passengers and baggage, concluded between Passengers and LLC "Silk Avia” by accepting the Offer posted on the official website of Silk Avia» www.silk-avia.com;
2.4. Confidentiality of personal data - a mandatory requirement for the owner and (or) operator or other person, who has access to personal data, to comply with the requirement that they are not to be disclosed and distributed without the consent of the subject or other legal grounds;
2.5. Mobile application - for the purposes of this Policy, a mobile application available for download at the link: https://play.google.com/store/apps/details?id=com.hititcs.silkavia&pli=1 ;
2.6. Processing of personal data - implementation of one or a combination of actions to collect, systematize, store, change, supplement, use, provide, distribute, transfer, depersonalize and destroy personal data;
2.7. Operator - for the purposes of this Policy, the legal entity that processes personal data, namely "Silk Avia";
2.8. Personal data - information recorded on electronic, paper and (or) other tangible media relating to a specific individual or enabling his identification and usually including such information as last name, first name, patronymic, date of birth, citizenship, passport details, address, location, e-mail address, telephone number, as well as other information obtained during the conclusion and execution of the air transportation agreement;
2.9. Policy - Personal Data Privacy Policy;
2.10. User - the natural person to whom the personal data relates;
2.11. Website - for the purposes of this Policy, the website of Silk Avia " with an email address: www.silk-avia.com;
2.12. Services - services for booking air transportation services, as well as online registration of Users (passengers) for the Operator's flights, visiting and using the Operator's website and application;
2.13. Special personal data - data on racial or social origin, political, religious or ideological beliefs, membership in political parties and trade unions, as well as data relating to physical or mental (mental) health, information about the User's private life and criminal record.
2.14. Third person - any person who is not the User or the Operator, but is associated with them by circumstances or relations for the processing of personal data.
3. Principles of personal data processing
3.1. legality of the purposes and methods of processing personal data;
3.2. confidentiality and security of personal data;
3.3. legitimacy, fairness and openness of personal data processing;
3.4. targeted restriction on the use of personal data;
3.5. availability of personal data for Users.
4. Purposes of personal data processing
4.1. The Operator processes personal data in order to fulfill the Air transportation Contract, including, but not limited to the following aspects:
4.1.1. ensuring aviation security and flight safety;
4.1.2. providing feedback to consumers of air transportation services;
4.1.3. informing Users (passengers) about changes in the parameters of departure and receipt of additional services;
4.1.4. providing access to waiting rooms;
4.1.5. implementation of relevant operations of mutual settlements when returning air tickets;
4.1.6. ensuring compliance with laws and other regulatory legal acts;
4.2. Personal data is also processed for marketing purposes:
4.2.1. conducting audits;
4.2.2. conducting surveys to improve service on the airline's website, its own sales department, at airports or on board of aircraft;
4.2.3. conducting historical, statistical, sociological, scientific research, subject to depersonalization of the processed information.
5. Amendment and addition of personal data
5.1. The Operator undertakes to amend or supplement the Personal Data on the basis of the User's request no later than three days from the date of receipt of the request.
5.2. The Operator has the right to immediately change or supplement personal data that does not correspond to reality.
6. Obligations of the operator
6.1. organization and control of all activities related to the processing of personal data;
6.2. processing, both manually and using automation tools, by collecting, recording, systematizing, accumulating, storing, clarifying (updating, changing), extracting, using, transferring (providing, providing access), deleting, destroying personal data;
6.3. ensuring an appropriate level of reliability during processing, both manually and using automation tools, by collecting, recording, systematizing, accumulating, storing, clarifying (updating, changing), extracting, using, transferring (providing, providing access), deleting, destroying personal data by automated systems of the Operator's partners;
6.4. ensuring compliance with the requirements of confidentiality of personal data by the Operator's employees;
6.5. depersonalization of Personal data during their processing for historical, statistical, sociological, scientific research;
6.6. destruction of Personal Data when the purpose of the processing is achieved, provided that the User's consent to the processing is withdrawn; upon expiration of the period for their processing, determined by the consent of the User; upon entry into force of a court decision;
6.7. providing, at the request of the User, information regarding the processing of his Personal Data.
7. Operator rights
7.1. transfer of personal data to third parties, including customs and immigration authorities, other airlines, airports and providers of additional services;
7.2. transfer of the User's personal data to authorized state and law enforcement and other bodies of the Republic of Uzbekistan in compliance with applicable law;
7.3. Transfer of Personal Data (including within the framework of cross-border transfer of Personal Data) to Operators and partner organizations for the purpose of ensuring aviation security and flight safety, booking, issuing air tickets and making changes to air tickets, making payments for transportation and additional services (including using bank (payment) cards), improving the quality of service for Users (passengers), the availability of air transportation;
7.4. Refusal to provide the User with information regarding the processing of his personal data, in cases wh ere the subject was previously notified of the processing of his personal data; personal data is made public by the subject or obtained from a public source; the provision of such information will lead to a violation of the rights and legitimate interests of individuals and legal entities. At the same time, a notice of refusal to provide information regarding the processing of personal data is sent to the subject who submitted the request in writing within ten days.
8. Obligations of the user
8.1. providing the Operator with personal data that corresponds to reality;
8.2. timely notification of the Operator about all changes in personal data.
9. User rights
9.1. freedom of choice to refuse and / or consent to the processing and / or distribution of Personal data by downloading and / or using the Services of the Operator;
9.2. notification by the Operator that he, as well as a third party, has his personal data and their composition;
9.3. receiving, upon request, information on the processing of personal data from the Operator;
9.4. appeal on the protection of rights and legitimate interests in relation to their personal data to the authorized state body or court;
9.5. requiring the Operator to temporarily suspend the processing of their personal data, if the personal data is incomplete, outdated, inaccurate, illegally obtained or not necessary for the purposes of processing;
9.6. registration of withdrawal of consent to the processing of Personal data in writing, as well as by filling out an application to the official postal address of the Operator;
9.7. appeal in court or in an authorized body of the decision of the Operator to refuse to provide information related to the processing of personal data.
10. Cookies policy
10.1. Visiting and using the Operator's website and mobile application is considered the User's full and unconditional consent to the terms of personal data processing.
10.2. The Operator's website uses different categories of cookies:
10.2.1. Mandatory cookies, i.e. cookies - files that are strictly necessary for purchases and bookings on the site.
10.2.2. Functional cookies, i.e. which allow you to navigate the website and use its features, record selection information and customize the website according to the needs of the user. For example, such as remembering the information entered by the user and saving the preferred language;
10.2.3. Analytical/statistical cookies - files that help improve the performance of the site and make it more user-friendly. Through Analytical Cookies, information about the quality and / or effectiveness of the services is retrieved.
10.2.4. Persistent cookies - files that are stored by the browser and remain valid until the expiration of the storage period conditions (at the end of the session (for example, when the browser is closed; if the expiration date has been specified and the storage period has expired; the browser deleted the cookies at the request of the user).
10.2.5. Session cookies are files that become invalid when they expire.
10.3. The user agrees that if he refuses to use cookies belonging to the category "Obligatory cookies" - some functions of the website may not be available.
11. Guarantees
11.1. The Operator guarantees that it takes all necessary and sufficient organizational and technical measures to protect the User's personal information from unauthorized or accidental access, destruction, modification, blocking, copying, distribution, as well as from other illegal actions of third parties with it.
11.2. The Operator guarantees that it does not process the Special Personal Data of the User, except for the following cases:
11.2.1. when such processing is necessary to ensure national security against external and internal threats by an authorized state body;
11.2.2. if such data is published by the User in public sources;
11.2.3. when it is necessary in order to protect the rights and legitimate interests of the subject or other persons;
11.2.4. implementation of the activities of courts and relevant law enforcement agencies within the framework of an initiated criminal case, enforcement proceedings;
11.2.5. the implementation by the prosecutor's office of measures aimed at counteracting the legalization of proceeds from crime and the financing of terrorism;
11.2.6. carrying out the activities of state statistics bodies, as well as when other state bodies use personal data for statistical purposes with the obligatory condition of their depersonalization;
11.2.7. the provision of medical and social services or the establishment of a medical diagnosis, treatment, provided that such data is processed by a medical professional or other person of a healthcare institution who is responsible for ensuring the protection of personal data.
12. Changing the Privacy Policy
12.1. The Operator has the right to make changes to this Policy.
12.2. When making changes in the current version, the date of the last update is indicated.
12.3. The new version of the Policy comes into force from the moment it is posted on the Operator's website, unless otherwise provided by the new version of the Policy.
13. Feedback
13.1. The User has the right to send all suggestions or questions about this Policy to the User Support Service on +998550501-22-12 or to the address Republic of Uzbekistan, Sergeli district, Tashkent city, Kumarik street 13, 100167.
Publication date: June 28, 2023
| Gestational Stage | Single Pregnancy | Multiple Pregnancy (Twins, Triplets, etc.) |
| 1–31 weeks | Flight permitted | Flight permitted |
| 32–35 weeks | Flight permitted | Transportation not permitted |
| Over 35 weeks | Transportation not permitted | Transportation not permitted |
Upon check-in, a pregnant passenger must present a medical document confirming the gestational age and whether it is a single or multiple pregnancy.
Pregnant passengers at 28 weeks or more of gestation must present a valid medical document at the check-in desk to the airline agent or representative (a medical certificate, prenatal record, obstetrician-gynecologist report based on an examination/testing, etc.). This document must be signed by a physician and contain reliable information confirming no contraindications to air travel.
If a medical document confirming the gestational stage and absence of contraindications to flight is not provided, the passenger must complete and sign a standard liability waiver/undertaking.
The medical document must be issued no more than 7 days prior to the departure date specified on the ticket. If the maximum gestational limits indicated in the table above are exceeded, pregnant passengers will not be accepted for travel on Silk Avia flights, even upon presentation of valid medical documents confirming a normal pregnancy and absence of complications.
Travel tips for expectant mothers to ensure a safe and comfortable journey:
The second trimester (weeks 13 to 28) is considered the optimal time for air travel during pregnancy. If you plan to fly at a later stage of pregnancy, consider in advance where you can obtain medical care at your destination.
Consult your doctor before the flight to receive personalized travel recommendations. Please remember that the airline may refuse transportation if a passenger's physical condition threatens their safety, hinders the flight crew's duties, or creates unavoidable risks and discomfort for the passenger or others during the flight.
Whenever possible, travel with a companion.
Transportation of Newborns
Healthy newborn infants are accepted for transportation from the age of 7 days old. Newborn infants under 7 days of age, as well as infants requiring travel in incubators or mechanical ventilation boxes, are not accepted for transportation on Silk Avia flights.
How It Works
Before Departure:
• The child is handed over to an airline representative at the departure airport.
• Parents or guardians must remain in the airport building until the flight departs.
• All required documents must be completed at the check-in counter.
Required documents:
• Passport or other valid ID of the child
• Air ticket (itinerary receipt)
• Medical certificate (if applicable)
• "Request for unaccompanied minor travel" with a declaration of responsibility (completed at the airport)
All documents are placed in a special UM envelope, which accompanies the child throughout the entire trip.
During Boarding
Our staff member will:
1. Check in the child and tag the baggage with a UM label
2. Escort the child through all security procedures
3. Personally hand over the child to the cabin crew with a signature
Upon Arrival:
• Silk Avia representative meets the child, assists with passport control and baggage claim.
• The child is handed over only to the authorized receiving person, upon document verification and signature confirmation.
Important:
If the receiving person does not match the information in the application, we will immediately contact the parents and act in accordance with safety protocols. If necessary, the child may be returned on a return flight or handed over to relevant authorities.
Why It’s Safe and Convenient:
• Supervision at every stage of the journey
• Personal attention and full control
• Peace of mind for parents
• Comfort and confidence for the child
We do everything to ensure your child feels safe and comfortable throughout the journey! If you have any questions, please call us at +998 55 501 22 12 or ask a Silk Avia representative at the airport check-in counter.
In case of flight delay:
- Notification of passengers via SMS or email using the contact details provided during air ticket purchase.
- Full refund for unused air tickets or for the unperformed part of the flight.
- Reissuance of air tickets for available dates and/or time.
- If the delay exceeds 2 hours, provision of beverages (water, tea).
In case of flight cancellation:
- Notification of passengers via SMS or email using the contact details provided during air ticket purchase.
- Full refund for unused air tickets for the unperformed part of the flight.
- Reissuance of air tickets for available dates and/or time.
In case of planned changes of the flight schedule (flight postponement or cancellation):
- Notification of passengers via phone calls to the number provided during ticket purchase.
- Notification of passengers via SMS or email.
- Full refund for unused air tickets for the unperformed part of the flight.
- Reissuance of air tickets for available dates and/or time.
In case of departure from/to an alternative airport due to force majeure:
- Full refund for unused air tickets for the unperformed part of the flight.
- Reissuance of air tickets for available dates and/or time.
- Complimentary transportation to the alternate airport will be provided.
In case of flight direction alteration (landing at an alternate airport):
- Full refund for unused air tickets for the unperformed part of the flight.
- Reissuance of air tickets for available dates and/or time.
- If the delay exceeds 2 hours, provision of beverages (water, tea).
- If the delay exceeds 4 hours, passengers will be provided with snacks (sandwiches/cookies/etc.).
- If the delay exceeds 12 hours during the day or 6 hours at night, hotel accommodation will be arranged during the waiting period.
Refund Policy:
• For voluntary changes to the flight date:
Flight date changes may be processed at Uzbekistan Airways Sales or airport ticket offices located at airports within the Republic of Uzbekistan.
• For voluntary cancellation of a flight:
Refunds are provided at the point of purchase if allowed by fare rules.
• Refunds for unused tickets purchased online are processed as per the fare rules after the required information and bank account details are submitted on the airline’s website or mobile app under “Cancellation of Booking” section.
Applications for refunds are processed within 10 working days.
Notes:
*Force Majeure Circumstances- weather conditions (fog, hail, snow, heavy rain) and emergency situations.
We remind you that check-in and baggage handling at Uzbekistan airports start 2 hours in advance before departure. Check-in closes 30 minutes before domestic flight departure time. The boarding pass received at check-in is presented by the passenger for scanning when boarding the aircraft.
The following rules for applying fares valid to flights of SILK AVIA, LLC.
An air ticket is an agreement between a passenger and an airline to provide passenger transportation services. Estimation of the cost of transportation is not an offer. The contract is considered concluded after payment of the full cost, in accordance with the current Rules of the application of tariffs, and after the issuance of the ticket. SILK AVIA LLC reserves the right to amend the conditions of the application of tariffs until the moment the ticket is issued to the passenger.
Flight coupons are valid for flights in strict sequence of the passage of the transportation route specified in the ticket, starting from the departure point.
Reissuing or rebooking, if it is provided by the terms of the fare application:
In case of a change of the booking class, fare type, route, carrier, the validity period of the ticket – the ticket is required to be reissued.
In case the departure date or flight number changes, given that the route and the booking class remain the same, the rebooking is executed.
When reissuing or rebooking a ticket, a fee is applied.
The fee for reissuing and rebooking is set at one single level and depends on the fare type. The fee is applied once for either reissuing or rebooking. The fee for reissuing or rebooking is charged in accordance with the rules for applying the fare for the originally issued ticket, that is, for the fare that is subject to change.
OMAD PLUS – Air ticket class – Y; Validity of ticket – 3 months; Hand luggage – 5 kg; Free baggage allowance – 20 kg; Rebooking an airline ticket at least 2 hours before flight departure - 75 000 UZS; Rebooking an airline ticket in less than 2 hours before flight departure - 115 000 UZS; Rebooking an airline ticket after flight departure - 190 000 UZS; Refunding an airline ticket at least 2 hours before flight departure - 190 000 UZS; Refunding an airline ticket less than 2 hours before departure - 215 000 UZS; Refunding an airline ticket after departure, within 3 months from the date of issue - 215 000 UZS.
OMAD – Air ticket class – B; Validity of ticket – 3 months; Hand luggage – 5 kg; Free baggage allowance – 20 kg; Rebooking an airline ticket at least 2 hours before flight departure - 75 000 UZS; Rebooking an airline ticket in less than 2 hours before flight departure - 115 000 UZS; Rebooking an airline ticket after flight departure - 215 000 UZS; Refunding an airline ticket at least 2 hours before flight departure - 190 000 UZS; Refunding an airline ticket less than 2 hours before departure - 215 000 UZS; Refunding an airline ticket after departure, within 3 months from the date of issue – Not provided.
OSON PLUS – Air ticket class – M; Validity of ticket – 1 month; Hand luggage – 5 kg; Free baggage allowance – 15 kg; Rebooking an airline ticket at least 2 hours before flight departure - 75 000 UZS; Rebooking an airline ticket in less than 2 hours before flight departure - 115 000 UZS; Rebooking an airline ticket after flight departure - Not provided; Refunding an airline ticket at least 2 hours before flight departure - Not provided; Refunding an airline ticket less than 2 hours before departure - Not provided; Refunding an airline ticket after departure, within 3 months from the date of issue - Not provided.
OSON – Air ticket class – K; Validity of ticket – 1 month; Hand luggage – 5 kg; Free baggage allowance – 10 kg; Rebooking an airline ticket at least 2 hours before flight departure - 75 000 UZS; Rebooking an airline ticket in less than 2 hours before flight departure - 145 000 UZS; Rebooking an airline ticket after flight departure - Not provided; Refunding an airline ticket at least 2 hours before flight departure - Not provided; Refunding an airline ticket less than 2 hours before departure - Not provided; Refunding an airline ticket after departure, within 3 months from the date of issue - Not provided.
ODDIY PLUS – Air ticket class – U; Validity of ticket – 1 month; Hand luggage – 5 kg; Free baggage allowance – Without baggage; Rebooking an airline ticket at least 2 hours before flight departure - 115 000 UZS; Rebooking an airline ticket in less than 2 hours before flight departure - Not provided; Rebooking an airline ticket after flight departure - Not provided; Refunding an airline ticket at least 2 hours before flight departure - Not provided; Refunding an airline ticket less than 2 hours before departure - Not provided; Refunding an airline ticket after departure, within 3 months from the date of issue - Not provided.
ODDIY – Air ticket class – L; Validity of ticket – Not provided; Hand luggage – 5 kg; Free baggage allowance – Without baggage; Rebooking an airline ticket at least 2 hours before flight departure - Not provided; Rebooking an airline ticket in less than 2 hours before flight departure - Not provided; Rebooking an airline ticket after flight departure - Not provided; Refunding an airline ticket at least 2 hours before flight departure - Not provided; Refunding an airline ticket less than 2 hours before departure - Not provided; Refunding an airline ticket after departure, within 3 months from the date of issue - Not provided.
* with a completely unused ticket - from the date of sale of ticket
* in case of partially used - from the date of commencement of carriage indicated in the originally issued ticket.
When reissuing several segments in one ticket, the fee for reissuing or rebooking is charged once according to the rules. When changing one segment, the rules for applying the tariff for this segment are used.
The recalculation of transportation during reissuing is made taking into account the new conditions along the entire route from the starting point of the trip.
The following calculation rules apply:
- when reissuing a completely unused ticket, the recalculation is made using the fares, fees and exchange rates in effect on the date of reissuance.
- when reissuing a partially used ticket, the recalculation is made using fares, fees and the exchange rate effective on the date of sale of the ticket.
The expiration date for transportation of any completely unused, reissued ticket issued to replace the original ticket must be determined based on the new date of commencement of transportation. When reissuing a partially used ticket, the validity period of the new ticket must be calculated from the date of commencement of carriage indicated in the original ticket.
Refund, if it is provided for by the conditions of application of the tariff:
Refunds for fully or partially unused flight tickets are made in the country of purchase.
Refunds are made in the currency of the original payment. If the passenger cannot return to the original point of purchase, the refund will be made either to an authorized representative with a legally executed power of attorney or through a claims process in the currency in which such a refund can be made based on existing circumstances.
In the event of a voluntary cancellation of carriage, a fee for voluntary cancellation is charged in accordance with the fare application rules. In the event of a passenger's voluntary refusal of air carriage and a refund for an unused ticket, the amount of the paid fuel surcharge is non-refundable.
In the event of an involuntary cancellation of carriage (due to the airline's fault), refunds are made without charging any fees.
Basic conditions for refunds:
- if the refund is made on a completely unused ticket, then the passenger will be refunded the amount paid for the carriage with a deduction of penalty fees for the refund if such fees are established by the fare application rules.
- if the refund is made on a partially used ticket, then the passenger will be refunded the amount for the unused segment of the carriage with the deduction of the refund fee applicable to this returned segment.
The refund amount, in this case, is calculated as follows: the one-way fare on the used direction is deducted from the applied fare, valid on the day the ticket is sold, with the deduction of all necessary penalty fees. If the one-way fare is not published, the one-way fare of the higher level published on the date of sale of the ticket is applied.
In the event of the death of a passenger or their next of kin flying together, a refund is permitted without deduction of penalty fees, upon presentation of supporting documents, regardless of the type of fare applied.
To return tickets for the above reasons, you must contact SILK AVIA, LLC and have supporting documents corresponding to the reason for the return, namely:
1. «Act on refusal from flight»
2. «Act on refusal to provide transportation services»
3. Passenger death certificate
Important! Due to the technical features of the ATR72-600 aircraft, the company can only take WCHR passengers on board. This is a passenger who requires a wheelchair when moving to or from an aircraft and who is able to get up / down the stairs and walk to his seat in the cabin. Contact us when preparing for your flight to find out what assistance may be required. The final decision to accept a passenger with reduced mobility for transportation is made by the airline.
Ticket Pricing Rules:
-
The cost of an airline ticket for an infant under 2 years old (without an additional seat) is 25% of the adult passenger fare.
- The cost of an airline ticket for a child aged 2 to 12 years is 75% of the adult passenger fare.