Cancellation and refund rules depend on the method of payment for the booking and the ticket type (paper or electronic).
The refund amount is calculated in accordance with the Fare Application Conditions (FAC) which must be studied at the first step of booking.
Cancellation and refund of an e-ticket
Cancellation and refund of an airline ticket paid by a bank card via the airline’s website
In case of payment for booking online by a bank card, the money will be refunded to this card. The transfer of money will take 5-20 days, depending on the issuing bank.
Cancellation and refund can be carried out on the airline’s website in the section Check your booking (only for bookings made on the airline’s website).
You should open your booking, and in the bottom of the page containing your booking information click CANCEL AND REFUND,
If space on the flight canceled over the phone, you need to apply for a refund by e-mail firstname.lastname@example.org
The statement is made in a free form indicating the name of the passenger , passport details and the ticket number.
ATTENTION! After you click CANCEL AND REFUND, it will be impossible to reverse the cancellation
On your e-mail you will receive the confirmation with the exact amount to be refunded.
The cancellation of the ticket will be completed within one day.
Cancellation and refund in case of rubles + SPASIBO bonuses payment is carried out only upon request sent to email@example.com or at one of the airline’s own ticket offices.
Cancellation and refund of an airline ticket paid at one of the airline’s ticket offices
The cancellation and refund process shall be carried out at the airline’s ticket office where the ticket was paid.
Applicant must carry:
receipt, in case they have one;
in case of applying for refund by proxy: a notarized letter of attorney for submission of an application for the refund of the cost of the airline ticket due to waived carriage.
Cancellation and refund of a ticket booked on other websites or at agencies.
Cancellation of a booking made in a ticket office can be executed only in the same ticket office.
Cancellation and refund requests concerning bookings made on websites other than that of the airline can only be made to the respective website or its owner.
Since 21.06.2014, the federal law No 79-FZ of 20.04.2014 “About modification of articles of Air Code of the Russian Federation” has become effective as regards to conditions of refund/non refund of a payment for carriage in case of dissolution of a passenger air carriage contract..
In case of cancellation of a booking with a refundable fare, the following will be refunded:
1) The fare paid for the air carriage, after deduction of the actual expenses incurred by the carrier and related to the discharge of the obligations under the contract of the passenger air carriage, if the carrier was notified by the passenger about the air carriage waiver not less than 24 hours prior to the completion time of the check-in for the flight that is specified in the ticket;
2) The fare paid for the air carriage, after deduction of 25% of the paid fare and the actual expenses incurred by the carrier and related to the discharge of the obligations under the contract of the passenger air carriage, if the carrier was notified by the passenger about the air carriage waiver not less than 24 hours prior to the completion time of the check-in for the flight that is specified in the ticket.
The fare paid for the air carriage is not refunded, if the passenger notifies the carrier about the air carriage waiver after the completion time of the check-in for the flight that is specified in the ticket.
We’d like to remind you that according to paragraph 81 of the Federal aviation regulations “General regulations of passenger, baggage and cargo carriage and requirements for passenger, consigner and consignee services” (approved by the order No 82 of 28.06.2007 of the Ministry of Transport of the Russian Federation) passenger and baggage check-in for flights at an airport ends 40 minutes prior to a scheduled aircraft departure time (passenger and baggage check-in for flights to Beijing ends 60 minutes prior to a scheduled aircraft departure time).
In case of cancellation of a booking with non-refundable fare the refund consist of unused amounts of money charged by the carrier in favor of other entities in accordance with legislation of foreign countries, from, through or to a territory of which an air carriage is carried out.
The fare paid for the air carriage is subject to refund in case of forced waiver of the air carriage provided that the passenger notifies the carrier about it before the completion time of the passenger check-in for the flight that is specified in the ticket.
In case of an exchange of a ticket that requires changeof fare family from PROMO to superior ones, the part of the sum remains non-refundable. For instance, in case of change from W to Y and following cancellation the sum that was initially paid for W is to be deducted from the refund.
Rebooking from the group PROMO to older groups - is prohibited.
In case of combination of different fare families, more strict conditions of fare application are effective.
For some destinations other fare application conditions can be established.
The above-mentioned regulations are effective for all carriages booked on 01.07.2014 or later.
One of the following medical documents can be considered the confirmation of a forced waiver:
original medical certificate issued by a medical institution;
original medical certificate issued by a health maintenance facility of an airport;
copy of a medical certificate of incapacity for work.
At the same time, fees charged by the agent that sold the ticket are not to be refunded.
In case the notification of the airline about the inability to use the flight is made after the completion time of the check-in, the refund is carried out in accordance with the carrier’s fare application conditions that were effective at the time of the ticket purchase.