Competition Committee requests probe into Centrum Air and Qanot Sharq over passenger complaints

The committee's press service said the request came after a growing volume of grievances against the two airlines. In 2025, the committee recorded 127 complaints related to their operations. In just the first four months of 2026, that figure has already reached 145 – a 114% increase on the same period a year earlier, and the numbers continue to rise.

A review of the cases uncovered 110 instances of passengers being charged for services that were never provided, 90 instances of service obligations not being met, and 72 instances of substandard service delivery.

The recurring themes across complaints were consistent. Passengers reported that airlines failed to provide timely, accurate, and clear information about their services. Travelers holding confirmed tickets and pre-booked seats were denied boarding. Multi-hour delays left passengers stranded at airports, disrupting their schedules and adding to their expenses. And when things went wrong, airlines neither compensated passengers in the manner or amounts required by law, nor offered the complimentary services they were obliged to provide.

Investigators found that both carriers were not fully complying with Uzbekistan's Law on Consumer Protection, as well as several provisions of the Air Passenger and Baggage Transportation Rules, and the country's Air and Civil Codes.

More specifically, the airlines were found to be falling short on a number of fronts: failing to provide food and water to passengers during delays or before alternative transport arrangements were made; not accommodating passengers in hotels when waiting times exceeded set thresholds; neglecting to arrange transfers between airports and temporary accommodation; and not warning passengers in advance when overbooking could result in some travelers being denied check-in. The airlines were also found to be refusing to reimburse costs incurred by passengers who missed connecting flights listed on their tickets.

The Competition Committee has called on the Civil Aviation Agency to examine the collected materials concerning flight delays, aircraft technical faults, and the overall quality of service at Centrum Air and Qanot Sharq, and to take the necessary steps to protect passengers' rights and legitimate interests.