Uzbekistan Investigates Complaints Against Airlines Over Consumer Rights

Tashkent, Uzbekistan (UzDaily.com) — Uzbekistan’s Competition Committee has sent an official request to the Civil Aviation Agency following a growing number of consumer complaints regarding overbooking cases and passenger rights violations involving private airlines Centrum Air and Qanot Sharq.

According to the committee, a significant number of citizen complaints have been received in recent months related to the operations of the carriers. In 2025, a total of 127 complaints were registered, while 145 complaints were recorded in the first four months of 2026, representing a 114% increase compared to the same period. Officials noted that the number of complaints continues to rise.

An analysis of the complaints identified 110 cases of charging for services not provided, 90 cases of failure to meet established deadlines, and 72 cases of poor-quality service delivery.

Among the main passenger grievances are delayed provision of service information, denial of boarding despite valid tickets and confirmed seats, and prolonged flight delays resulting in extended waiting times at airports. Cases have also been reported of a lack of compensation for damages and failure to provide additional free services.

Following inspections, authorities concluded that the airlines are not fully complying with Uzbekistan’s Law on Consumer Rights Protection, as well as provisions of the Air and Civil Codes and rules governing passenger and baggage transportation.

In particular, violations include failure to provide meals and water to passengers during long delays, lack of hotel accommodation when necessary, absence of transport to temporary lodging, and insufficient information regarding possible denial of boarding in cases of overbooking. Additional issues include failure to reimburse costs related to missed connecting flights.

The Competition Committee has forwarded materials to the Civil Aviation Agency requesting a review of cases involving flight delays, technical malfunctions of aircraft, and service quality provided by Centrum Air and Qanot Sharq. The authority has also called for measures to protect the rights and legitimate interests of consumers.