Recently, the Competition Committee has received numerous appeals directly from citizens, as well as through social networks, concerning the activities of the private airlines "Centrum Air" and "Qanot Sharq".
According to the analysis of requests received on air transportation issues, in 2025 their number amounted to 127, and in the first 4 months of 2026 - 145 (an increase of 114%). There is a tendency to increase complaints.
During the inspections conducted, the following violations were identified: charging for unproven services (110 cases), non-compliance with established service time intervals (90 cases) and provision of substandard services (72 cases).
The main complaints of citizens relate to:
lack of timely, accurate and understandable information about the services provided;
refusal to provide a seat on a flight to a passenger who has a ticket and a reservation in advance;
multiple flight delays that cause passengers to stay at airports, which leads to significant losses of time, money and disruption of plans.;
there is no compensation or provision of free additional services for the damage caused in accordance with the established procedure.
During the study, it was found that airlines do not sufficiently comply with the norms of the Law of the Republic of Uzbekistan "On Consumer Rights Protection", as well as the rules of air transportation of passengers and baggage, the provisions of the Air Code and the Civil Code.
In particular, it is established that the carrier is obliged to ensure:
food and drinking water for passengers while waiting for a flight or alternative transportation;
hotel accommodation and transportation to the place of temporary residence during a long wait;
preventing check-in in excess of the prescribed number of passengers, as well as providing compensation and informing passengers when rebooking;
reimbursement of expenses related to delays on connecting flights.
Based on the above, the Competition Committee sent a request to the Civil Aviation Agency in order to review the collected materials and take the necessary measures against the private airlines "Centrum Air" and "Qanot Sharq" regarding flight delays, technical malfunctions of aircraft and the quality of services provided.
The Committee is also conducting an analytical study on all airlines in the country for 2025-2026 on flight delays, reasons for delays and compensation provided to passengers.
Additional information will be provided based on the results.
Dear citizens! In case of violation of your rights during air transportation, you can contact the unified trust number of the Competition Committee - 1159.
