Rules for return and exchange of air tickets due to coronavirus

We answer the most common questions related to the return and exchange of air tickets during the pandemic.

Important information: according to the decree of the Government of the Russian Federation dated July 6, 2021, airlines can refund the cost of tickets for canceled flights using a voucher. If the voucher is not spent within three years, the carrier must return the money after this period. Preferential categories of citizens have the right to receive a refund earlier: veterans of the Great Patriotic War, disabled people of groups I and II, accompanying a disabled person of group I or a disabled child of group II, large families. To do this, you need to contact the airline with a statement.

What determines whether a plane ticket can be returned?

First of all, it depends on the ticket tariff - whether it is refundable or non-refundable. When you select a ticket, you see the fare conditions: whether the ticket can be returned, whether baggage is included, and so on. Tickets purchased at the cheapest fare are usually non-refundable.

Nordwind airline fares

By buying a non-refundable ticket, you take a risk: if circumstances prevent you from flying, you won’t be able to simply return the ticket. It will be possible to return the money only in exceptional cases when the return is forced. Moreover, the list of these exceptional cases is determined by the airline.

Refundable air tickets are more expensive than non-refundable ones. In fact, when you buy a more expensive ticket, you pay for the opportunity to get the entire amount back if your plans change.

Non-refundable tickets

After the introduction of amendments to the Air Code of the Russian Federation in 2014, such a category of air tickets appeared as tickets with the condition of non-refund of carriage charges upon termination of the contract of carriage or non-refundable air tickets.

These are, as a rule, economy class tickets at the cheapest fares and low-cost airline tickets.

The status of a non-refundable ticket is indicated by marks on the ticket:

• Ticket is non-refundable - a ticket with a non-refundable fare.
• Changes not permitted - the ticket cannot be exchanged.
• Changes any time charge - a ticket can be exchanged for a certain amount.
• Name change not permitted - the name specified on the ticket cannot be changed.
• Were fare is non-refundable any time in this case YQ/YR surcharges are also non-refundable - taxes (airport taxes) are not refundable.

A refund of the full cost of a non-refundable ticket is possible only in the event of a forced return of the ticket. If a passenger makes a voluntary return, the airline will deduct the fare amount from him. However, the airport and fuel taxes included in the ticket price, as well as the booking fee, will be required to be returned by the carrier.

What are forced and voluntary returns, what is their difference?

The difference between a forced and voluntary return lies in the reason why you want to return the ticket - whether you are forced by insurmountable circumstances or you act of your own free will. This reason affects how much money the airline is willing to refund for the purchased ticket.

If a refund is considered forced, the passenger will be refunded the entire amount, with the exception of the service fee for issuing the ticket. Recently, many airlines have changed their rules and issue refunds not in money, but in the form of a certificate or voucher.

An involuntary refund is the return of a ticket in a situation where you are unable to make the flight. From the point of view of airlines, there are few such circumstances:

• flight cancellation or change,
• refusal of a visa,
• passenger illness (not applicable for all airlines),
• death of a close relative.

Reasons such as self-isolation, quarantine or fear of contracting a virus are not on this list, that is, they cannot be grounds for a forced return. To receive a refund in the event of illness, death of a relative and refusal of a visa, you must provide the relevant certificates and certificates.

If the reason why you want to return your ticket is not included in the list above, and the flight will take place as scheduled, the refund is voluntary. Voluntary refund is possible only for tickets whose fare allows for a refund. In this case, the airline has the right to refund not the entire cost of the ticket and to withhold fees. The refund amount depends on the ticket fare and the carrier's conditions.

The same principle applies to ticket exchange. Forced exchange - without penalties and with minimal additional payments. Voluntary exchange - the airline may request a significant additional payment.

Reasons for returning a plane ticket

In accordance with Art. 108 of the already mentioned Military Code of the Russian Federation, any passenger is given the opportunity to refuse departure. This must be notified to the airline at least 24 hours before the flight, unless there is a grace period established by some carriers.

If these conditions are met, the passenger must be refunded the amount he paid for the air ticket, minus a certain tariff or fee, which cannot exceed 25% of the cost. If the carrier or sales agency has established its own rules, they are obliged to provide the client with the opportunity to familiarize themselves with them.

How to return a plane ticket due to coronavirus?

Ticket refunds due to the COVID-2019 pandemic depend on the specific situation you find yourself in.

1) If the airline cancels the flight, this is an involuntary return. The airline will refund you the full amount.

2) Some airlines issue an involuntary return in the event of a passenger’s illness, confirmed by a medical certificate.

3) Your event or business trip was cancelled, but the airline did not cancel the flight - only a voluntary return or exchange is possible.

4) A self-isolation regime has been introduced in your region or there is an unfavorable epidemiological situation at your destination, but the airline did not cancel the flight - a return or exchange will still be considered voluntary.

If your flight is not soon, wait. Perhaps the situation will return to normal, or if not, the airline will cancel the flight. Then you can issue a forced refund and get more money back for the ticket. This is a risk, because if the flight is not cancelled, the money for the ticket will not be refunded.

The claim statement states:

• Name of the airline) against which the claim is being made;
• Name and postal address (indicating the index) of the institution, enterprise, organization or full name of the person making the claim, contact numbers, fax, email address;
• Circumstances that form the basis for filing a claim, as well as evidence confirming these circumstances;
• The claimant's requirements against the airline, the amount of payment for the claim and its calculation, supported by documents;
• Complete and accurate bank account details (bank details and passenger account number).
• List of documents attached to the claim.

My flight was cancelled. What should I do now?

If you bought a ticket for Tutu, go to your personal account and fill out an application for a refund or exchange. It will take you a few minutes and will be faster than calling an operator. Instructions on how to return a ticket. Indicate the reason for the return - flight cancellation or change. If you want to exchange your ticket, please indicate your desired departure date in your application. You can leave your wishes in the comments.

When the reservations manager receives your request, he will check the fare rules for your ticket and inform you of the exchange or refund conditions based on your request. Once you receive the information from us, you will need to confirm your consent to proceed with the ticket. When the calculation is sent by email, you will receive an SMS.

Please note: Due to widespread flight cancellations, our contact center is receiving a lot of inquiries. We send your requests to airlines, which are now also answering a large number of calls. Because of this, the response time to your requests has been increased. We are currently processing requests for departure today or tomorrow. If your flight is later, we will definitely contact you within 30 days, but no later than 3 hours before departure. We apologize!

If you bought a ticket on the airline's website, call the carrier's hotline for details. If you purchased your ticket on a ticket booking website, please contact the service directly.

Is it possible to return a ticket?

The general rules for the cancellation of air tickets are established by Article 108 of the Air Code of the Russian Federation “Termination, at the initiative of a passenger, of an agreement for the air carriage of a passenger” and the Federal Aviation Rules “General rules for air transportation of passengers, baggage, cargo and requirements for servicing passengers, shippers, consignees” approved by the Order of the Ministry of Transport of Russia dated 06/28/2007 No. 82 (FAP).

The passenger has the right to refuse air transportation and receive the money paid to the air carrier, depending on the circumstances that forced him to cancel the trip, the terms of sale of the travel document and the timing of the flight cancellation.

It is important to understand that the rules for refunding air tickets, enshrined in Russian legislation , do not apply to foreign airlines. Also, the validity of these rules may be limited outside the Russian Federation and for some domestic air carriers.

Purchased online

The law does not establish any difference in the rules for canceling travel documents purchased online and purchased at ticket offices. Moreover, it does not matter where exactly the air tickets were purchased - on the airline’s website or from online ticket agents.

Documents attached to the claim statement in connection with the delay in baggage delivery:

• Ticket, boarding pass;
• A copy of the passenger’s passport (a copy of the child’s birth certificate) – a page with a photograph and registration at the place of residence;
• Baggage tag;
• Commercial act on non-arrival of baggage (Property Irregularity Report - at foreign airports);
• A document confirming the date and time of baggage collection;
• Documents confirming the passenger's expenses in connection with receiving baggage, if it was not delivered to the passenger at the address specified in the Commercial Act (expenses for travel to the airport, etc.).

Refundable air tickets for visa

Companies may not impose an additional fee for returning the pass if the return is due to extenuating circumstances. The official refusal to issue a visa is recognized as the same basis.

To confirm the reason, citizens, including pensioners, collect the following package of documentation:

• photocopy of all pages of the passport;
• visa refusal note;
• a separate paper stating the refusal of an application for entry into another country;
• ticket.

In this case, the cost of the pass will not be lost.

Documents attached to the statement of claim in connection with damage to baggage:

• Ticket, boarding pass;
• A copy of the passenger’s passport (a copy of the child’s birth certificate) – a page with a photograph and registration at the place of residence;
• Baggage tag;
• Commercial Baggage Damage Report;
• An expert opinion on the amount of damage drawn up by an appraiser who has the right to carry out such an assessment in accordance with the legislation of the Russian Federation or
• If the luggage is subject to repair - documents confirming the cost of repair;
• If the baggage cannot be repaired - a conclusion from the organization repairing damaged baggage about the impossibility of repair and documents confirming the value of the baggage (checks, certificates, receipt orders, etc.);
• Documents confirming the costs of damage assessment.

The inability to provide originals and copies must be confirmed or implied from the claim materials. Checks, receipts and other documents presented for payment as losses incurred must be attached without fail.

The period for consideration of a claim received by JSC ALROSA Airlines is thirty calendar days from the date of registration (input number) of this claim.

Where to contact

The opportunity to receive the maximum payout on a returned ticket arises if the return takes place within a short period of time. To do this, the passenger must notify the carrier through the official website (section “Booking”) or by visiting the airport ticket office.

If registration takes place via the Internet, then you need to follow the following algorithm:

1. Visit the company's online portal and select the appropriate page.
2. In the personal account window that appears, the consumer will see the order. Opposite the icon is the ticket return form.
3. Further actions are carried out based on the site instructions.

If the air carrier’s resource does not allow you to process the change electronically, you should send a letter with your application to the email specified in the “Contacts” section. Additionally, you can use the hotline phone number - tell the call center consultant the reservation ID, indicating the reason for canceling the flight.

When a person purchased a ticket through an aggregator, the intermediary is obliged to issue a refund of the air pass. Contact with the agency is established via web-mail or telephone.

Submitting a ticket late, for example, 24 or 23 hours in advance, has a number of nuances that depend on the circumstances.

Return nuances

Aviation rules for air travel indicate that tickets can be refunded at the point of purchase.

If the travel pass was issued on the web through an aggregator, then the application is submitted to the head of the agency. When a citizen is in another locality, it is allowed to contact a branch of the air carrier.

The deadline for a passenger to return a ticket is 50 minutes. before the plane departs.

When a decision is made after the specified time, the refund is illegitimate. If there are extenuating circumstances, the citizen is obliged to send a notice to the airlines. The final period is the completion of registration in the terminal.

Ticket purchased online

The electronic travel pass is subject to cancellation in the acquisition format, i.e. through visiting a web resource.

Algorithm of actions:

• visit the carrier’s website;
• enter your personal account login and password;
• open the “Order” section;
• select your reservation number;
• click on the “Return” button;
• then, confirm the decision.

Air ticket issued at the ticket office

An unused ticket, including one with an open date, can be returned to the airport ticket office. The procedure is similar to the procedure for canceling a ticket purchased online. The fundamental difference is that the operator is provided with a paper version of the travel card.

Exchange

If there is a desire to make changes to the air ticket - day, time, destination, class, the company will make an exchange. However, the amount of deduction will be determined by the previously selected tariff.

In this regard, experts recommend following the following unspoken rules:

1. Carry out the procedure in advance, because closer to the required date, there is a risk that all places will be sold out or only premium tickets will remain. Additionally, the carrier may increase the commission for the procedure, and most companies close this opportunity 2-4 hours before the flight departs.
2. You should find out the cost of the surcharge in advance, this will allow you to determine your budget. Exchanges are often subject to fees, especially if the passenger negotiates a fare reduction. It may be more profitable to return your old ticket and buy a new pass.
3. Replacing a ticket issued online is allowed independently through the “Ticket Exchange” form in your personal account.