Refund of Aeroflot tickets purchased online in economy class

Nowadays, the largest air carrier in terms of passenger traffic is air. It often happens that after purchasing tickets, plans change radically and it is not possible to fly away. What to do in this case and when should you expect a full refund?

There may be several reasons for a return. If this is not your voluntary desire not to fly, then a forced refusal may be caused by serious personal problems (death or serious illness of one of the family members of the flyer), as well as flight cancellation, rescheduling, or a long delay that disrupts the connection with the subsequent flight along the route.

If force majeure occurs or due to the fault of the airline, you must return the entire amount. If you change your mind about flying on your own initiative, you can return part of the amount set by the airline. To exchange or return tickets you will have to pay a fine, the amount of which depends on the fare at which the ticket was purchased.

According to the airline's policy, expensive tickets are sold with the possibility of a refund; cheap tickets, as a rule, are practically impossible to return for a refund. In fact, there are many variations on this theme. There are a sufficient number of intermediate fares, tickets for which cannot be returned and received compensation, but you can change the departure date or return them for an additional fee.

Since situations can be different, before purchasing an air ticket, you need to familiarize yourself not only with the flight conditions, but also with the possibility of a return, as well as with the fines that await the passenger in case of a return. Sometimes, by overpaying a very small amount for a ticket class, you will have the opportunity to return it under more favorable conditions. The full new rules for applying air fares can be found here.

Photo: © Official website of Aeroflot Airlines

Aeroflot ticket return: rules and payment of fines

Aviation occupies a leading position in passenger air transportation in our country.
And this is not only due to the high level of service, but also to the variety of destinations and reasonable fares for air tickets. As a rule, people tend to buy tickets in advance because their cost 2-3 months before the trip is much lower. But no one is immune from unforeseen circumstances, and the trip may be postponed to another date/time or canceled altogether.

The rules for returning an air ticket are quite transparent, which is what determined its popularity and trust among tourists.

Is it possible to return?

Yes you can. Most airlines issue refunds and cancellations without any problems.

Refunding air tickets is a very simple operation. You can do it without leaving your home. There are two ways to do this: contact the call center and request a ticket refund, or return the ticket yourself via the Internet.

Warning

Returning a ticket by calling the call center is as easy as shelling pears. Just dial the number and contact the operator. Returning an electronic ticket through the official Aeroflot website is a little more difficult.

Aeroflot's new rules for ticket return/exchange due to coronavirus

• For all tickets purchased before May 1st, you can change the date and direction twice. In this case, no fine will be imposed.
• To re-register, it is not necessary to come to the office, just contact the company’s contact center.
• There is no need to pay the difference in price if the ticket is on a flight before December 31st. 2021 is changing for the first time. Also, the validity period is increased to April 30. 2012
• If your flight is cancelled, you can get a 15% discount on your next ticket (25% if the ticket was purchased at the Maximum fare).
• If the new ticket turns out to be cheaper than the total amount of compensation, Aeroflot offers a certificate that you can use for 3 years. Certificates are issued if you purchased tickets: after February 18 – to or from China
• after March 5 – to other countries;
• after March 18 – within the country.

Features of online ticket return

• Only tickets purchased online or at the reservation center can be returned.
• Online ticket refunds are carried out in accordance with standard tariff plans.
• Only completely unused and unaltered tickets can be returned online.
• Before returning tickets with zero cost (type “Infant without a seat”), you must contact the call center or information and reservation center.
• If you cancel your reservation, all tickets will be cancelled. Therefore, before returning one ticket from your reservation, you need to contact the call center with a request to split the reservation.

Airlines now have the right to keep the money for 3 years in case of flight cancellation

A law was passed allowing airlines to keep the money if a flight is cancelled.

Decree of the Government of the Russian Federation No. 991 of 07/06/2020.

Airlines now have the right, in the event of a flight cancellation, to keep the money for 3 years for all tickets purchased before May 1, 2021, with departures from February 1 to China and from March 18 to all other destinations.

In the future, it will be turned on in the event of an emergency, emergency situation and high alert mode or when air traffic is limited.

The deposit can be used to purchase another ticket with this airline. If it is not enough for a new ticket, you will have to pay extra. If after 3 years there is a balance left on the deposit, or it is not used at all, then the money will be returned + interest will be charged for the use of funds at the key rate of the Central Bank on the day of return.

Exceptions not covered by the regulation:

• Disabled people of groups 1 and 2
• WWII veteran
• Accompanying a disabled person of group 1 or a disabled child of group 2
• Large families
• Passengers on the exclusion list can receive a refund for their ticket within 10 days of submitting their application.

General rules for returns and exchanges

If you purchased an air ticket on Tutu.ru and want to return or exchange it, please check whether an exchange or refund is possible by checking the airline policies below. If your airline is not listed below, you can check this information on its official website.

Please note that according to the new Decree of the Government of the Russian Federation, carriers have the right to return the cost of a ticket with a voucher that can be used to pay for a future flight. But airlines are required to pay money for a returned ticket after 3 years from the date of the flight if the passenger did not use the voucher. Beneficiaries have the right to receive money before this period:

• veterans of the Great Patriotic War,
• members of large families,
• disabled people of groups I and II,
• accompanying a group I disabled person during the flight,
• accompanying a disabled child of group II during the flight.

If your ticket is non-refundable, you can return it only in cases of flight cancellation or restrictions on entry into the destination country (entry ban, mandatory quarantine upon arrival). If the ticket is refundable, then it can be returned for any reason. Returns will be subject to restocking fees. Read more about the return and exchange rules

How to issue a refund or exchange of an air ticket in your Tutu account

Types of air ticket refunds

There are two types of air ticket refunds: forced and voluntary.

The return is considered forced in the following situations:

• Flight cancellation or delay;
• Changing the route by the airline;
• Failed transportation due to the fault of the airline (lack of free seats on the flight specified in the ticket);
• Failure to provide connections between flights during a single carriage;
• Refusal by the carrier to provide service in accordance with the ticket fare;
• Illness or death of the passenger or his family members.

A refund is called voluntary in cases where the passenger, for one reason or another, has decided to return the ticket or make changes to the current reservation.

It is in case of voluntary return that penalties are applied.

The penalty system is different for all air carriers, however, they all have two similarities:

1. Fines do not apply to air tickets purchased at full fare , that is, valid for a year;
2. The cheaper the air ticket , the more stringent the conditions for its return/exchange.

Refund restrictions also apply to tickets purchased shortly before the flight, as well as on certain routes.

At the end of June 2014, changes were made to the Air Code, according to which airlines may now not refund money for tickets purchased at the so-called non-refundable fare.

In this regard, this category of air tickets also appeared at Aeroflot.

The features of non-refundable tickets are as follows:

1. Tickets cannot be returned or exchanged;
2. No refunds are provided;
3. They are characterized by relatively low cost.

This system is new for Russian carriers, although it has long been in operation in developed Western countries, where non-refundable tickets can be purchased for any class of service.

Find out in this article when is the best time to buy plane tickets.

How to return the full cost of a non-refundable ticket or at least part of the amount

If you purchased your ticket through a travel agency or other intermediary, please contact them before checking in for your flight. It is their responsibility to explain to you what to do to get your money back for a non-refundable ticket. Ticket agency fees are generally non-refundable.

To receive a refund of fares or fees for an air ticket purchased directly from the airline, please contact the carrier prior to check-in. Involuntary ticket refunds are made only on the basis of documents confirming the reason for canceling the flight.

If you want a refund due to the illness or death of a relative who was supposed to fly with you, you need to:

1. Write an email to the airline before check-in for departure and explain why you will not be able to fly on the flight you paid for. This email will confirm that you notified the carrier on time about the forced return.

2. Call the airline before check-in and inform them that you are not flying on this flight.

3. Collect evidence that will provide grounds for forced return. This may be one of the following documents:

a) Certificate from a medical institution regarding the passenger’s health status as of the date of departure. It must contain the name, details and seal of the institution that issued the certificate, position, surname, signature and seal of the doctor, as well as the signature and seal of the head of the department or the head physician of the hospital. In addition, the certificate must indicate the date of issue and the correspondence between the dates of illness and the dates of travel. For many airlines, the conclusion “Flight on the specified dates is not recommended” is mandatory.

b) A copy of the passenger's certificate of incapacity for work , certified by a notary or an airline representative at the airport.

c) Certificate from the airport medical center . It must contain the name and seal of the health center that issued the certificate, the position, surname and signature of the doctor, the date of issue of the certificate and an indication of the coincidence of the date of the flight with the period of illness.

d) Death certificate.

If the trip was canceled due to a sick grandfather or daughter, also include proof of the relationship. If a medical document was issued abroad, and you are trying to return the money in Russia, attach a notarized translation to it. If you are filing a return abroad, all documents must be provided in Russian and a foreign language and the translations must be certified in accordance with the laws of the country.

4. Send an application for a refund and medical documents by mail to the airline's address.

5. Wait for your money back. The timing depends on the airline, which promises to turn around in 7-10 working days, and Pobeda asks to wait a month. However, the carrier reserves the right to extend the return period to verify the authenticity of the documents you provided.

If you want a refund because the airline canceled or rescheduled your flight, you need to:

1. Contact an airline employee at the airport so that he can mark the flight delay or cancellation on your tickets. A certificate certified by a representative of the company or airport can also serve as confirmation. If you were unable to obtain either a stamp or a certificate, keep copies of your tickets and boarding passes.

2. Collect checks and receipts proving that you incurred unnecessary expenses due to the flight rescheduling. Concert tickets, paid hotel reservations, invitations to family holidays and medical certificates, letters - all of this, by law, can serve as a basis for compensation for losses and moral damages, even if non-refundable tickets are cancelled.

3. Send copies of travel documents with notes on the transfer or cancellation of the flight, accompanying documents and an application for a refund by mail to the airline's address. Be sure to keep proof of your claim.

4. Wait for the refund of the ticket price and fees. The law does not limit the timing of refunds, but in practice airlines usually transfer money within two months.

If you want to refund only airport taxes and other taxes included in the non-refundable fare, you need to:

1. Check the conditions under which you booked your ticket. The rules must clearly state that YR, YQ taxes, airport taxes and other additional fees are refundable.

2. Notify the airline that you are voluntarily canceling the flight before checking in for the flight - in writing, by phone or in person.

3. If you missed your flight due to your own fault, it is safer to contact an airline employee at the airport and get confirmation that you did not check in and are not on board.

4. Contact the airline through the claims service on the website, by phone, by mail or in the office and leave an application for a refund of fees and taxes. Sometimes the tariff rules provide a service charge for this operation. Some carriers have a strictly limited deadline for submitting a tax refund request: for example, airBaltic will refund airport taxes at a non-refundable rate only if you send the application no later than a month after the date on which you were supposed to fly.

5. Receive a partial refund, which usually takes from two weeks to two months.

Also useful: What to do if your flight is delayed or canceled

Basic rules for refund/exchange of air tickets to

In order to avoid problems when issuing and returning an air ticket, first of all, you need to familiarize yourself with the airline’s rules.

Air fares are divided into 8 categories:

• Premium business (booking classes J, C, D);
• Optimum business (I, Z);
• Premium Comfort (W, S, A);
• Premium Economy (Y, B);
• Optimum-economy (M, U, K, H, L);
• Budget-economy (Q,T,E,N);
• Promo-economy (R);
• Youth tariffs (N, E, T, Q, L).

Full fares include tickets purchased under premium fare categories.

They are valid for a year, so the passenger can change the departure date without penalty.

Penalties for returns or exchanges apply to tickets purchased at optimal fares.

Tickets in the budget-economy, promotional-economy booking classes, as well as those purchased at the youth fare (applies to passengers aged 12 to 24 years) are non-refundable.

In case of refusal of this carriage, only taxes and box office fees are refunded.

If a passenger has purchased a ticket for a single carriage over several flight segments, but with different booking classes in each segment, then he should know that:

• When returning or exchanging, penalties are applied in accordance with the rules of the fare group with the most stringent restrictions;
• If the ticket is partially used , the difference between the paid and actual transportation will not be refunded.

Air tickets for the same flight are sold at several fares at once, but you should not try to remember them, since all the necessary information can always be found freely available on the official website or contact the support service or sales office.

When purchasing tickets for the Optimum-Economy and Optimal-Business fares, you need to know the penalties for returning them:

1. A fine of 200 euros is applied for international long-haul air travel when returning a ticket at the Optimum Business fare both before and after the check-in time. If the flight is made on a medium-haul or short-haul route, no fine will be charged.
2. When booking an air ticket at the Optimum Economy fare Refund of the carriage fee is permitted only if the ticket is returned before the end of check-in for the flight:
   If travel time on an international route is less than 6 hours – 50 euros .
3. More than 6 hours on an international route – 100 euros.
4. For domestic air transportation between points in the European part of Russia - 1,500 rubles .
5. For domestic air transportation on other routes – 2500 rubles .

Aeroflot fines

Airline has introduced new rules for refunding air tickets and a new tariff for fines from April 2, 2021. Now, regardless of class, Maximum fare tickets can be returned without paying a fine. “Maximum” is a full fare with the ability to change travel dates throughout the year.

For all Optimum fares, the following rule applies: before check-in, a ticket can be refunded only if a fine is paid (2,600 rubles for flights within the Russian Federation, 37 euros or 42 US dollars for international flights, 4,900 yen for flights from Japan). If the “Optimum” fare was purchased for “Economy” and “Comfort” classes, then after check-in begins, a refund for tickets is possible only on international flights. The fine for flights from the Near and Middle East to Russia and Europe will be US$42. If before registration for Optimum tariffs, as stated earlier, the fee is $42, then upon notification after registration the fine will be $85.

For "Economy" fares "Budget" and "Promo" before check-in, a refund is not possible except for flights from the Republic of Korea. The fine will be $42.00. Once registration has begun, refunds are no longer possible for all destinations. It follows that, if possible, you should return tickets as early as possible.

Comparison of the cost of fines with other airlines

The amount of fines applied when returning air tickets from the largest air carriers in Russia:

1. S7 only charges a fee for returning an economy class ticket due to voluntary cancellation in the amount of 1000 rubles (20 euros) for each flight segment before the end of check-in. Tariffs "Business" and "Standard" are fully refundable, "Promo" - non-refundable.
2. UTair allows the return of air tickets without penalties 24 hours before departure.

In this article you can learn more about how to return an air ticket?

Terms and Conditions

The rules and conditions for refunding Aeroflot air tickets depend on its fare. The passenger can find out his tariff plan in his personal account if the reservation was made on the website, at the ticket office, or by calling the call center at 8 (800) 444 5555.

Aeroflot provides a refund with a fee deduction for business class tickets if the passenger notifies of the cancellation after the end of the established check-in time for the specified flight. Refunds are made without deduction if the passenger reports a cancellation before checking in for the flight.

1. Tariff "Maximum" (comfort class) - implies a full refund, regardless of the circumstances.
2. “Optimum” tariff - the passenger will not be able to return the ticket after registration ends, but only before it begins and with an additional payment.

Detailed information on tariffs is presented in the table:

How much does Aeroflot charge for ticket refunds? The penalty for returning an Aeroflot ticket is paid if you refuse to take a flight at the Optimum fare before check-in begins. For flights within Russia you will have to pay 2,300 rubles, for flights within Europe - 35 euros, for the USA - 40 dollars.

Full instructions can be found on the official Aeroflot ticket refund news website here.

How to return an electronic ticket (step by step)

The airline abandoned paper tickets and switched to an electronic ticket system back in 2007.

Now they can be returned not only at sales offices, but also on the company’s official website.

1. Go to the “Buy a ticket” section on the Aeroflot website
2. Select “Reservation search/Exchange/Return”
3. Enter the ticket booking code and your last name
4. Next, you will see information about the flight.
5. Select “Return” (if there is no return button at the bottom right, click at the top left “Purchase of an air ticket in rubles”, and then repeat all the steps starting with searching for a reservation so that the button appears).
6. After X days, the money is returned to the card used to make the purchase.

Want to know hidden ways to save on airfare? Download the checklist for free: “16 Ways to Make Air Tickets Cheaper?”

The best prices for flights from Moscow at Aviasales

Where and how to return a plane ticket?

There are several options where a company’s client can apply to request a refund operation. The passenger can use one of the available options:

Ticket return options

• Go to the official website.
• Contact the hotline.
• Ask a travel agency employee for help.
• Return through the airport ticket office.

When deciding to return a travel document through the company’s website, you must go to the ticket booking section. Each of them has its own number, after entering which the operation of returning the travel card and returning the remaining money will begin.

Each carrier company website has a similar interface, where a hotline contact number is provided at the end of the main page. To return the ticket, you need to provide the reservation number to the operator. It is worth being prepared to explain the reasons to an authorized employee.

You can also return a ticket purchased through a travel agency through the company’s website, or by calling one of the contact phone numbers. Next, you will need to follow the employee's instructions.

If a passenger bought an air ticket at the ticket office, then it can be returned in the same way. The cashier will need a seat ticket and a citizen's passport. The money will be refunded immediately minus the withheld fee.

If the owner cannot return the ticket himself, then an authorized person can do this. In this case, a power of attorney must be drawn up, which must be certified by a notary office. This solution will allow you to easily resolve the issue of a refund without the personal participation of the owner of the boarding ticket.

Advantages of buying an air ticket online:

• Lack of box office receipts;
• Significant time savings during acquisition;
• Electronic tickets cannot be lost or damaged.

After the ticket is paid for, an itinerary receipt is sent to your e-mail, which contains information about the reservation, flight number, date and time of departure, fare, and free baggage allowance.

This data is duplicated in the internal reservation system.

The itinerary receipt can be printed, but this is not necessary, since only the passenger’s passport is required during check-in.

Printing out an electronic ticket

A printout may be needed if you have a connecting flight or if you have forgotten your flight number or departure date, so it is still advisable to have it with you.

In this article, find out how to spend Aeroflot miles.

You should also keep the following in mind:

• An electronic ticket is similar to a paper ticket ; refunds are subject to the same conditions. It is worth noting that it is possible to return an electronic ticket not only through the sales office; this function was not available on the website for some time. If the payment was made by bank card, the funds will be credited to it after being returned within the specified time.
• When purchasing an e-ticket, be sure to read all return and exchange conditions. All information you are interested in can be clarified by calling the hotline or on the company’s website.
• If you purchased your ticket through a sales office , you can only return it there.

• If you purchase a promotional ticket, you will not be able to return or exchange it.
• The cost of a one-way ticket and fare may vary depending on seasonality.

Find out here how to register online for Aeroflot.

Boarding ticket exchange

The options for exchanging one ticket for another are influenced by several factors. For example, the reasons why the passenger needed to take such a step, tariffs for the company’s services and the date of the flight, as well as the advance time of the client’s request to perform this procedure.

The owner of the ticket can only change it to his own name. The ticket must be purchased from the same company and travel in the same class.

Application form

The application specifies who can fill it out:

Who can fill out the application?

• Passenger.
• Trusted representative.
• The owner of the bank card from which the ticket was purchased.

Required data:

• Full Name.
• Series and passport number.
• When and by whom the document was issued.

The request must explain the following needs of the client of the carrier company:

• Request to terminate the air travel contract.
• A request for a refund of the money spent on the purchase of a landing document.
• Confirmation that the passenger is aware of the amount that will be refunded to his account.
• Confirmation of awareness of the amount withheld as a fine or fee.

Order details include the following:

• PNR - order number.
• Route direction.
• Number of ticket.
• Departure date.
• Full name of passengers.
• Amount requested for refund.

Next, in the application you must fill out a table with bank details:

• Full name of the recipient.
• Recipient's TIN.
• Card number.
• Full name of the bank.
• Checking account.
• Correspondent bank account.
• BIC.
• Citizenship.

The applicant must indicate a contact phone number, the date the document was completed and sign.

Basic questions when returning/exchanging tickets

Travelers, especially those for whom air travel is the first in their lives, are always very sensitive to the purchase and return/exchange of air tickets.

One of the frequently asked questions is the return procedure through the official website.

Such a refund is possible for any electronic tickets of the company, the booking of which has not been subject to any changes since the date of purchase and has not been previously used.

To do this, you need to follow the “Ticket return/exchange” link and enter the passenger’s last name and individual six-letter booking code in the appropriate field.

Once you proceed to the refund, the page will provide complete information about the refund amount and the amount of funds withheld.

The money for the ticket will be returned within 10 days from the date of registration of the return.

Ticket exchange is possible for an earlier or later date

To do this, you need to contact either the hotline or directly to the sales office, where you will be charged an additional fee for changing the conditions of air transportation.

Undoubtedly, everyone is interested in the issue of paying for the ticket. It is carried out in the office in cash or by credit card, and is also available through the website.

To do this, go to the booking payment page and select the option that is most convenient for you:

• Bank card;
• QIWI terminals;
• Yandex money;
• Communication salons "Euroset" / "Svyaznoy";
• WebMoney;
• CyberPlat;
• UnionPayOnlinePayment;
• Payment from a mobile phone account.

Quite a large number of passengers are familiar first-hand with the return of air tickets for one reason or another.

Regarding aviation, this issue is not intractable.

In order not to find yourself in an awkward situation, it is enough to carefully read all the information that is required to be provided when purchasing a ticket, including the need to clarify the terms of return.

Aeroflot is, first and foremost, a customer-oriented company that pays close attention to every passenger.

What difficulties may arise when returning tickets?

You can return travel documents purchased through the official representative office of the air carrier only if you have a certain package of documents. First of all, you will need to fill out a special form with a return application. This application must be accompanied by a copy of the identification document that was used when purchasing the itinerary receipt. Along with the above documents, you must submit to the company representatives a travel document containing a note about the cancellation of your reservation.

You can use the official Aeroflot website to check out air tickets only if no adjustments have been made to the reservation since it was made. After going to the appropriate section of the portal, the user will have access to information about the amount of penalties and the refund amount. The money is returned taking into account the type of currency that was used at the time of payment. It is important to note that money for additional services is not refunded to the passenger.

When returning partially used travel documents, the amount of the refund is determined taking into account the differences between the selected tariff plans. The amount of penalties includes the surcharge established for the selected tariff. The main advantage of the procedure under consideration is its transparency. Studying the information related to this process in advance will help you avoid potential problems.