Ticket refund and change
The "Basic" and "Advantageous" fare bundles are non-refundable, except for tickets for which the "Refund Service" has been purchased.
Voluntary Refund
A voluntary refund for tickets under the "Maximum" fare bundle is possible:
- without a penalty if requested no later than 24 hours before the scheduled flight departure
- with a penalty of 25% of the fare bundle cost if requested less than 24 hours before the scheduled flight departure but no later than the end of check-in for the flight (the refund penalty amount is rounded according to IATA rules)
How to Process
Tickets are refunded at the point of purchase. If you made a booking on our website or via the Call Center, you can cancel your reserved travel through:
- Manage Booking* — do it yourself, the most convenient and fastest way
- Call Center
- Feedback Form
*Except for involuntary refunds in case of illness or partial mobilization.
If you have already checked in online, you must cancel your check-in to request a refund:
- via the online check-in portal (if still open)
- at the airline’s representative office at the departure airport
Involuntary Refund
There are a number of cases where a refund is considered involuntary, and upon confirmation of the refund reasons, you will receive a refund for your tickets regardless of the fare bundle.
Before processing an involuntary refund, you must before the check-in deadline for the flight notify the airline of the involuntary flight cancellation by performing a seat cancellation via the feedback form or through the Call Center.
A refund is considered involuntary in the following cases:
- cancellation or delay of the flight specified on the ticket
- airline's change of the routing
- operation of a flight not according to the schedule
- failure to transport the customer due to the inability to provide a seat on the flight and date specified on the ticket
- failure to transport the customer caused by the customer's delay at the airport due to the duration of their security screening, provided no substances or items prohibited for carriage were detected during the screening of their baggage or personal search
- illness of the customer or a member of their family or a close relative traveling with them on the same aircraft, confirmed by medical documents
- partial mobilization of the customer
- death of a member of their family or a close relative, confirmed by documents
- death of the customer
Refund terms and procedures may vary depending on the place of purchase. Steps for refunding a ticket: