How to return a return plane ticket. How to return an electronic ticket with minimal financial losses

05.04.2020

Aeroflot Airlines 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 the variety of destinations and reasonable airfare.

As a rule, they 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 be canceled altogether.

The rules for refunding a ticket of Aeroflot airline are quite transparent, which is what determined its popularity and trust among tourists.

Types of ticket refunds

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

Refunds are considered compulsory in the following situations:

Flight cancellation or delay;
Route change 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 ensure connection between flights in a single transportation;
Refusal to provide services by the carrier in accordance with the ticket tariff;
Illness or death of the passenger himself or his family members.

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

It is with a voluntary return that penalties are applied.

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

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

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

At the end of June 2014, changes were made to the Air Code, according to which airlines can no longer refund money for tickets purchased at the so-called non-refundable fare.

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

The features of non-refundable tickets are as follows:

Tickets are non-refundable or non-exchangeable;
Return Money not expected;
They are distinguished by their relatively low cost.

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

Basic rules for refund / exchange of air tickets at Aeroflot

In order not to have problems when issuing and refunding an air ticket, first of all, you need to familiarize yourself with the airline's rules.

Aeroflot's 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);
Economy budget (Q, T, E, N);
Promo economy (R);
Youth rates (N, E, T, Q, L).

Full fares include tickets purchased in premium fare categories.

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

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

Non-refundable tickets are tickets with booking classes budget-economy, promo-economy, as well as tickets purchased at the youth fare (applies to passengers aged 12 to 24).

In case of cancellation of this carriage, only taxes and box office fees will be refunded.

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

When returning or exchanging fines are applied in accordance with the rules of the tariff group with the most severe restrictions;
If the ticket is partially used, the difference between paid and actual carriage will not be refunded.

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

When purchasing tickets for Optimum-Economy and Optimum-Business fares, you need to know the penalties for their return:

Comparison of the cost of fines with other airlines

The amount of fines applied to the refund of air tickets is the most major air carriers in Russia:

"S7" charges a fee only for the return of an economy class ticket due to a voluntary refusal in the amount of 1,000 rubles (20 euros) for each flight segment before the end of check-in. Business and Standard tariffs are fully refundable, Promo - non-refundable.
"UTair" allows the return of air tickets without penalties 24 hours before departure.

How to return an e-ticket (step by step)

Aeroflot airline abandoned paper tickets and switched to the electronic ticket system back in 2007.

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

Go to the "Buy a ticket" section on the Aeroflot website
Choose "Search booking / Exchange / Return"
Enter the booking code for tickets and your last name
Next, you will have information on the flight.
Choose "Return"(if there is no return button at the bottom right, click on the top left "Buying a ticket in rubles", and then repeat all the steps, starting with the search for a booking, so that the button appears).
After X days, the money is returned to the card on which the purchase was made

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The advantages of buying an air ticket via the Internet:

Lack of box office receipts;
Significant time savings when purchasing;
E-tickets impossible to lose or damage.

After the ticket has been paid for, an itinerary receipt is sent to the e-mail, which contains information about the reservation, flight number, date and time of departure, tariff, rates free carriage luggage.

This data is duplicated in the internal booking system.

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

Electronic ticket printout

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

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Where	departure date	Return date	Airline	Find a ticket
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Bangkok
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Makhachkala

You also need to keep in mind the following:

An electronic ticket is similar to a paper one, the return takes place on the same terms. It is worth noting that it is possible to return an electronic ticket not only through the sales office; this function was unavailable on the website for some time. If the payment was made using a bank card, the funds will be credited to it after the return within the specified time.
When buying an e-ticket be sure to read all the terms of return and exchange. All the information you are interested in can be clarified by calling the hotline or on the company's website.
If you purchased an air ticket through a sales office, you can return it only there.

When you purchase a ticket for the promotion, you cannot return or exchange it.
One-way ticket prices and fares may vary depending on seasonality.

Basic questions when returning / exchanging tickets

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

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

Such a refund is possible for any e-tickets of the company, the booking of which has not been modified in any way since the moment of purchase and which have not been used before.

To do this, you need to follow the link "Refund / exchange ticket" and enter the passenger's surname and an individual six-letter booking code in the appropriate field.

After you go to the return, the page will say full information about the amount of the refund and the amount of withheld funds.

The money for the ticket is returned within 10 days from the date 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 extra for changing the conditions of air transportation.

Undoubtedly, everyone is interested in the issue of ticket payment. 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 choose 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 not hearsay familiar with the return of air tickets for one reason or another.

With regard to Aeroflot, 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 must be provided when buying a ticket, including the need to clarify the conditions of return.

Aeroflot is primarily a customer-oriented company that is attentive to each passenger.

How do I return?

Every person may have a need to return train tickets. But this is not a reason to panic and upset, since the Ministry of Transport provides for the possibility of a passenger receiving money in exchange for a purchased ticket, which for various reasons he cannot use. If you find yourself in such a situation, then in any case you have the right to get back the money paid for the tickets, but only in the amount that is regulated by law. Attention: when returning tickets, you will receive an amount that depends on the time before the train leaves.

Rules for the return of tickets purchased via the Internet

If the registration procedure was completed, then in order to return you need to take into account that the operation can be performed no later than an hour before the departure of the train. Unfortunately, you cannot do this from your personal account, so you need to arrive at the station of the starting point of the route and make a return at the ticket office.

In the event that you have ordered and paid for several tickets, then you can return all of them, or some of them.

When paying by bank transfer, you can get back not only your money, but also all the documents necessary for accounting. Just download the required receipt from the website and print it. After you complete all the necessary operations, a message will be sent to the phone number indicated during registration indicating the amount, method and time for receiving money.

Rules for returning a ticket purchased in paper format

Paper tickets can only be returned at the box office railway station... To get your money back and get it back unused ticket, you need to show the operator the identity document that was used for the purchase.

Attention: the money for the ticket is returned in the same way as the payment was made. That is, if you paid in cash, then you will be refunded the cash, if by credit card, the amount will be transferred to it.

Rules for the return of tickets purchased by another person

If you need to return a ticket purchased by another person on our website, then you need to indicate the order number, as well as registration data (email address or contact phone number specified when registering the order). This can be done through Personal Area on the site.

In order to return a paper ticket, you need to contact the ticket office of the station of the starting point of departure (for example, if the ticket is purchased for the Moscow-St. Petersburg route, then you must contact the ticket office of the Moscow railway station) and provide the operator with the following documents:

Paper ticket;
A notarized power of attorney from the person who bought the ticket;
Identity document.

The money is returned in the same way as the payment was made.

The term and method of refunding the returned tickets depends on how you paid for the purchase.

How much is refunded?

In accordance with the rules established by the Ministry of Transport of the Russian Federation, when you return tickets, you get back an amount that is less than the original cost. When calculating the amount returned, the following are taken into account:

Mandatory collection of Russian Railways - the amount of the collection is two hundred and three rubles and fifty kopecks (data is valid until the end of 2019);
Commission of a financial institution, or a payment system, the services of which you will use to process a return;

If you return the coupon through the ticket office, you will not receive the full cost of the tickets back.

It is worth noting that you can also exchange the purchased travel card.

Rules for returning tickets after train departure

Often there are situations when a passenger is late for the train, or cannot travel for personal reasons, but did not manage to return the ticket within the time frame indicated above. In this case, a period of 12 hours is provided from the moment of departure of the train, in which the passenger has the right to make a return.

This can be done only at the ticket office at the station, while the fine and all other fees will be deducted from the cost. After the 12 hour period, you will no longer be able to return the ticket and get the money back.

Nowadays, because of convenience and time savings, most people shop online, including booking flights. Therefore, to purchase them, it is not at all necessary to go to the air ticket office or contact tourist agency... On the websites of airlines you can choose and book the most suitable option yourself.

Important! Air tickets purchased online are no different from those purchased in the usual way.

Often, having seen a favorable tariff for a planned flight, promotions, discounts, tourists are not interested in the terms of its delivery and exchange, if necessary. Do not worry, you can almost always get back the money spent or part of it. Let's figure out how to return an air ticket with the least financial losses.

Electronic ticket and fare

First of all, pay attention to the tariff indicated by the air carrier.

Print out the e-ticket to be returned, it will contain all the information you are interested in:

point of departure (airport) and destination;
surname, name, patronymic of the passenger;
the number of your passport or other identity documents;
airline code;
flight number;
booking class;
type of tariff;
date and time of departure;
the tariff set by the airline;
the cost and number of the air ticket;
date of issue and expiration date.

Non-refundable tariff

It is worth making sure that the ticket, purchased via the Internet, does not contain the mark: “Non Ref” or “non refundable” in the fare. This word in translation means "irrevocable". At this rate, the cheapest tickets are purchased, at special promotion and on low-cost airlines. Such non-refundable budget fares can be called differently for different airlines.

For example, for Aeroflot PJSC these are economy class tickets: budget (saver) and promo (promo). It will be difficult to get the money back in this case. Usually it is allowed to reschedule the departure date with an additional charge, making changes to the issued carriage.

Sometimes this is an easier way out of the situation. According to the Federal Law of 20.04.2014. No. 79-FZ "On Amendments to the Air Code of the Russian Federation", air carriers have the right to sell two types of air tickets. Some of them provide for the conditions for the return of the carriage charge upon termination of the contract of carriage, while others do not.

It's important to know! You can get a refund for a ticket purchased at a non-refundable fare in case of illness or violation of the airline's contract of carriage. In case of voluntary cancellation of the flight, the passenger will lose the previously paid amount of the carriage charge.

Return procedure

Let's take a look at how to return an airplane ticket purchased at a regular rate over the Internet.

Important! Rule number one - apply for a refund to the place where you purchased the ticket.

Since the purchase was made online, you don't have to go anywhere. It is necessary to find the appropriate form on the website where the ticket was booked and fill it out. Please fill in all the required information carefully:

flight number, ticket and booking code;
exact date and time of departure.

Attach to the respective application:

scanned passport (page with photo);
payment receipt or bank statement.

If there is no specific application form on the site, then it is possible to fill it out arbitrarily, call the specified contact numbers or write to the specified email address. You can make a call to the airline's hotline or use the support services on the website.

It is important to keep in mind when returning an air ticket that an application for a refund can only be issued by the person who bought it. Another person does not have the right to return it without an appropriate power of attorney.

Pay special attention to the correctness of filling in all ticket and personal data. Indeed, in case of errors, the application will not be accepted for consideration and you will have to write a new one. You can miss the most favorable deadlines for submission of documents.

What is the best time to return the ticket

Thinking about the question of how to return a plane ticket, first of all, you need to remember two main things:

In case of voluntary cancellation of the flight, it is best for the passenger to notify the air carrier one day before the specified check-in time for the flight in order to get back the amount paid for the ticket without paying a penalty. This applies to return rates;
Refunds may vary from airline to airline. You must read them on the official sites. But, as a rule, the more expensive the ticket, the less problems there will be with its return;

Why is the application deadline important? The sooner you return your ticket, the less fines or fees you will pay to the airline. According to the Federal Law of 20.04.2014. No. 79 "On Amendments to the Air Code Russian Federation», The airlines have an obligation to return all money (carriage charges) paid for a ticket purchased at a refundable fare, subject to notification of the cancellation of the flight 24 hours or more before the end of check-in for the flight.

If the ticket is returned less than a day before the end of check-in for the flight, but not later than the specified time of its completion, the forfeit is 25% of the carriage charge and other expenses actually incurred by the air carrier. This rule applies to return rates.

So, how to get the full refund of the money spent on the ticket purchase and how much of the refund can the passenger expect? The airline may reduce the amount of the forfeit indicated above. It is recommended to read the rules for applying your fare on the official website of the carrier. It describes in detail all the conditions for the return of a specific ticket.

Forced and voluntary ticket refund

It is necessary to distinguish between forced refusal to fly and voluntary. For example, hospitalization, illness of family members and other force majeure circumstances beyond the control of a person can change his plans. In this case, along with the passport, you must present the document that is the reason for the refusal to fly. For example, a certificate of hospitalization.

It is important! Upon recognition of a forced refusal, the airline will refund 100% of the previously paid carriage charge by the passenger.

How to return a child ticket

We figured out how to get the money back for a surrendered adult ticket. With children, a similar procedure takes place. Only in addition to your own documents, you must provide documents for the child (birth certificate or passport, that is, the document by which the ticket was purchased).

What to do if a flight is canceled

The following question may also arise: "How to return an electronic ticket for an airplane when a flight is canceled or postponed for an indefinite period"? In this situation, you will need the owner's passport, air ticket or check (certificate) of its purchase (in the case of electronic booking).

Note! The passenger must be refunded in full if the flight is canceled.

How the airline will refund the funds

After submitting an application for a ticket refund, the average processing time is 7 days, but can last up to a month. It depends on the carrier.

Funds are returned to the tourist in the following ways:

cash;
transfer to an electronic wallet;
by transfer to the current account;
transfer to a bank card.

Most often, the same method of transferring funds for a surrendered ticket is chosen as it was paid for when booking.

It is important to provide the necessary additional information to expedite the return procedure:

bank details, current account;
title electronic system for transferring, for example, Webmoney;
e-wallet number.

It all depends on how the funds will be transferred.

Note! If within 90 days the airline does not respond to the refund application, the passenger has the right to go to court.

In some cases, it is more profitable to change the date and time of departure, rather than refuse the flight. For some business class fares, a refund of the carriage charge is possible even if the cancellation is notified after the specified check-in time for the flight ends.

How to return a ticket and not lose money

Having considered the question of how to return an air ticket, which is relevant for many passengers, it is important to remember the following rules:

The procedure for returning electronic and regular tickets is practically the same. By purchasing it on the Internet, passengers save their time. In the case of a ticket refund, filling out and submitting documents takes place on the same resource where the booking was made;
If the passenger voluntarily cancels the flight, it is important to apply for a ticket refund at least one day before the flight check-in. Subject to of this condition you can get up to 100% of the original cost back;
The easiest way is to return business class tickets, the more difficult - at budget fares. In some cases, it is recommended to agree to a change in the previously scheduled departure date, so the passenger will lose less money;
At forced return circumstances beyond the control of passengers, it is necessary to submit documents confirming the reason for the cancellation of the flight. In this case, the passenger will not be charged fines and commissions even if the ticket is returned in less than a day;
If the flight is canceled due to the fault of the airline or is postponed indefinitely, the client has the right to receive 100% of the initial ticket price when it is returned.

Answering the question of how to return a ticket with the least financial losses and analyzing all of the above, we can draw the following conclusions:

Before booking a flight online, carefully study all contracts and instructions provided on the website by the airline;
If there are circumstances that force you to cancel the flight, the passenger must return the tickets purchased via the Internet as soon as possible by filling out an application for their return;
Fill in all the necessary documents carefully and without errors;
Save your time by booking and returning tickets on the websites of reliable airlines;
Do not be afraid to buy them in advance, having found a suitable option on the Internet, because the procedure for returning an air ticket is simple, and prices are early booking cheaper.

Video

Successful flights to all passengers!

Usually, the passenger contacts the ticket office, booking system or the airline's representative office to get the money back. But companies are not always ready to part with the amounts paid for tickets.

What actions will help you get back more money spent on buying air tickets?

Let's start with the good news. According to the "Air Code of the Russian Federation", the main document regulating the activities civil aviation, there are no non-refundable tickets. Even those tickets that the passenger bought with a good discount can be returned to the carrier. There are already precedents in which passengers have won the courts against airlines.

How much money can I get back?

In accordance with article 108 of the Russian Air Code, if you return the ticket no later than one day before departure, the airline must refund you the full cost of the ticket. True, there is one caveat: “if the rules established by the carrier air transportation no grace period is defined. " What is meant is not clear. One would think that we are talking about the so-called "non-refundable" tickets purchased under the action, but no.

There is a judicial precedent. A resident of Volgograd decided to return the purchased ticket 27 days before departure. The airline returned it only the fuel surcharge, because it was originally stipulated that the ticket was non-refundable. The woman turned to Rospotrebnadzor for the truth. As a result, the court ruled to return her the full amount of the ticket - in accordance with just 108 article of the Air Code.

There is also an order from the FAS dated April 5, 2010 - “to exclude the practice of selling tickets at tariffs that exclude refunds in the event of a passenger's voluntary refusal of transportation”. However, in this order, the department also refers to Article 108 of the Air Code.

Grounds for ticket refund:

1. Article 108 of the Air Code of the Russian Federation (hereinafter - VK RF).

The passenger of the aircraft has the right to cancel the flight with the notification of the carrier no later than twenty-four hours before the departure of the aircraft, if the grace period is not specified by the air transportation rules established by the carrier, and to receive back the amount paid for the air transportation.

In case of cancellation of the flight later than the established period, the passenger has the right to receive back the amount paid for the air carriage, withholding the fee, the amount of which cannot exceed twenty-five percent of the amount paid for the air carriage.

2. Article 100 Rules for the formation and application of tariffs for regular air transportation of passengers and baggage, collection of fees in the field of civil aviation.

The charge for passenger cancellation of the flight is established by the carrier in the amount of not more than 25 percent of the amount paid by the passenger for the carriage, if the carriage was not performed on any segment, and if the carriage was partially performed - in the amount of not more than 25 percent of the amount, paid for the unfulfilled part of the carriage.

3. For airlines, if they have their own rules for air transportation, including rules for the sale of transportation, in accordance with paragraph 2 of Article 102 of the Air Code of the Russian Federation, provide access to such rules at airlines 'offices, sales offices, as well as by posting them on airlines' websites.

a) Carriers (sales agents - if such information is provided to sales agents) to provide access to information:

- about all fares applied by the airline on a specific route, and the conditions for their application. Information should be provided in Russian and, if special terms and codes are used, contain the necessary explanations;
- about all types of additional charges and taxes applied by the carrier, as well as the procedure and legality of their establishment;
- on the procedure for refunding in case of refusal of carriage or changes in the conditions of carriage.

b) Eliminate the practice of selling tickets at tariffs that exclude refunds in the event of a passenger's voluntary refusal to carry.

In your appeal to the airline or to the court, you must first of all be guided by federal regulations, that is, the Constitution of the Russian Federation, the Air Code of the Russian Federation, the Law "On Protection of Consumer Rights", etc., and then refer to the "internal rules of transportation" of the airline.

Where to contact

The list of places where tickets are returned is spelled out in the internal rules of the air carrier. The easiest way to find them is on the company's website on the Internet. You can also call the airline's help desk, where you will be prompted for the necessary addresses and phone numbers.

Keep in mind that the procedure for returning tickets established by the company should in any case not contradict the general rules of air transportation. And they provide that a refund in case of refusal to travel can be made "at the ticket office of the airline itself, from agents authorized by the company to sell tickets, as well as at the points provided for by the airline's rules."

Another important nuance is that there are various directives of the Russian Ministry of Transport, which partially contradict the Air Code. Lawyers say that in disputable cases, the court will be guided by the Air Code, and not by intra-industry rules.

Sequence of actions for ticket refund:

1. Find the coordinates of the organization where you bought the ticket. For example, if you purchased a ticket on a booking site or at travel company, then you need to contact there, and not the airline you are going to fly.

2. Check what rules for exchanging tickets exist in the organization where you bought them. This information can be attached to your e-ticket file. It is also often posted on the organization's website. This data will help you, if necessary, defend your rights and speak reasonably with company representatives.

3. Contact the company where you bought the tickets. This can be done by visiting the company in person or by calling. Be prepared to give not only your name, but also your passport details to verify your identity. Also keep the ticket itself ready. He has a unique number, which will also need to be reported to an employee of the company.

If the ticket was purchased from an agency, then you need to write an application to this office (letter by e-mail), informing him of the cancellation of the flight, with a request to return the money to the bank card on the basis of Article 108 of the VK RF (you can quote the provisions that apply to your case). This is quite enough.

If the agency is Russian, it is advisable to duplicate the same statement by sending it by mail with acknowledgment of receipt to the addressee, or bring it to the office and put a note of receipt on the copy. Such a paper document will be needed if the case is brought to court. True, if the agent is imported, then it will cost more to "get" him out of Russia through legal disputes. But the main thing here is to fix the moment of notifying him of your refusal to fly.

4. Please note that if you purchased low-cost tickets, then most likely you will not be able to refund the full amount. Most companies will charge you a percentage of the cancellation. If you decide to cancel your flight for less than three days, be prepared for the fact that the amount of such a fine can be up to half of the ticket price. After agreeing on the amount, find out how you can get your money back. You may be given them in cash or transferred to your bank account. In the latter case, do not forget to give your bank details to the company employee.

5. If you have received a refusal from the agent - they say, we have nothing to do with it, contact the air carrier. Refusal is better in the form of a written paper document, but e-mail will also go.

6. You need to write a similar statement to the air carrier by e-mail (ticket booking center or something like that), and send the same by mail - to one of their Russian (if the carrier is a foreign airline) representative offices (from where or where they were going to fly).

Be sure to attach a copy of the agent's refusal / response to transfer the arrow to the carrier, and refer to this in the text of the application. Here it is also important that the letter reaches the airline (any of its representatives) at least one day before the first flight. Paper may also be needed in case of a court or a complaint to the Federal Air Transport Agency. However, for the Federal Air Transport Agency, a printout of the correspondence by e-mail will be enough.

7. What to do if you received an answer by e-mail - they say, excuse me, the fare is non-refundable (as an option - with subsequent correspondence, they may offer some kind of voucher for a flight with a limited validity period)?

You write to them again: if you please, comply with Russian legislation, do not violate my rights. All this can be repeated several times. How many times exactly depends on your persistence and the sequence of the arguments presented. Well, for example: the second time you can write this - if you, Mrs. X, are not authorized to return the debt to me for the surrendered ticket, refer to the management to make an appropriate decision; in the 3rd time - solve my question faster with competent managers, tk. according to Russian law, for the delay in fulfilling a legal requirement of a consumer, a penalty is charged (meaning the Law on the Protection of Consumer Rights); for the 4th time - you ignore my rights, thereby violating the Air Code of Russia, I will complain about your company to the Federal Air Transport Agency; for the 5th time - the management of your company forces me to go to court, where I will sue for the collection of the debt and late payment interest.

In general, at some point they have to back off and return the entire amount. Just do not get excited and do not rush - write to them the next day after receiving an answer. So that the whole procedure can take up to two weeks sometimes. If the air carrier refunds your money through an agent, then the chances of returning all commissions are high. And if you do it directly, then you will still need to "hammer" that agent, referring to the example of the carrier.

If there is no result, then the easiest way is to actually send a complaint about the air carrier by mail to the Federal Air Transport Agency, attaching all the claims correspondence to it. Of course, you have to wait for the bureaucratic machine to work, but it really will work 95%, and it's free for you.

And, finally, the court - here any lawyer guarantees you a 100% result. In principle, a claim can be brought against both the airline itself and the agent who sold you the air transportation. You can get back 2 times the cost of your ticket if you base a claim on the Consumer Protection Law. In short, it looks like this: according to this law, the court can charge the debtor with penalties (at the request of the plaintiff) in the amount of 0.5% of the debt amount for each day of delay in execution from the moment of receipt of the request for a refund.

But, as a rule, the court limits the amount of the levied penalty interest to the amount of the principal debt. Well, we must not forget to indicate in the claim the requirement for the debtor to pay the court state duty and the costs of the plaintiff (passenger / consumer) for the services of a lawyer - such claims are satisfied by the courts practically "automatically".

Where to complain?

All sorts of tricks and excuses of carriers that passengers often hear are due to the fact that there are own rules for air transportation of airlines, rules for the formation of tariffs by them, and the application of additional charges. It is to them that representatives of airlines refer when they are trying to withhold more money from passengers for an unused air ticket.

If all negotiations and written complaints did not help, file a complaint at Federal agency air transport(you can even electronically - through the official website of the Federal Air Transport Agency).
You can send a complaint through the website of the Federal Air Transport Agency

(e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.)
http://www.favt.ru/favt_new/?q=obrawenija_grazhdan%2Fobwestvennaja_priemnaja

In addition, you can get help from the Union of Consumers of Russia and, as the case with a resident of Volgograd showed, from Rospotrebnadzor.

You can get advice on protecting your rights at the Consumers Union of Russia http://www.potrebitel.net/

When resolving disputable situations, you can contact Rospotrebnadzor http://rospotrebnadzor.ru/virtual/feedback

But if an air carrier goes bankrupt, everything is much more complicated here. You can sue the company and even win the case, but there are no guarantees that the money will be returned to you. There is no insurance for such a case. The case with Avianova is another proof of this. Some passengers still cannot get refunds for canceled trips.

P.S. You may be interested in articles of the Air Code No. 100, 107, 108, 137. Article 107 speaks about the refusal of the carrier, and article 137 speaks about the procedure for applying the Air Code.

Several helpful videos will help you on your travels:

How to save money when buying air tickets?
How to save money when receiving cash from ATMs?
How to take a virtual walk in the place of your future vacation?
How to get a personal translator for free?
How to calculate a Schengen visa correctly?
How to choose a suitcase for travel?
How to buy tickets on the service from Google
How to pay safely while on the Internet
Much, much more ...

Tickets from companies can be refunded under various conditions related to the size of commissions, fines and other box office fees.

Many passengers are worried about how to act in the event of an error in booking a ticket on the website or if they are late for their flight.

A passenger of any airline has the right to return a ticket of any kind. On the basis of the law “Approval of the rules of aviation of the Russian Federation”, each passenger has a legal basis to request the provision of this service.

In 2020, everyone falls under this rule. Russian airlines:

Aeroflot,
Victory,
Ural Airlines,
Russia,
UTair and others.

Only in rare cases will the passenger be able to receive the full amount for the purchase of the ticket. In other situations, each airline has its own terms of boarding ticket refund. For example, funds can be withheld based on the following:

On what grounds can funds be withheld

Return fees.
Fine.
Forfeit amounts.

Upon receipt of the refunded funds, the withheld amount must not exceed 25%. However, in order to count on the air carrier's compliance with this rule, the customer must comply with the rules established for passengers.

For example, it is better to inform him about his decision to return a ticket as soon as possible, maximum 24 hours before the departure of the aircraft. Otherwise, the customer may be refused a refund for the purchase.

Tickets purchased from foreign carrier companies

Foreign companies operate in a similar manner and return fees can be very low. But still, you should not quickly flip through the terms of the agreement and rush to put a "tick" in a sign of your consent. Some sections deserve special attention, so you need to read them in advance so as not to put yourself in an awkward situation.

Foreign flights operate on individual terms. The amount of the fine can vary from 40 to 300 €. Some companies do not adhere to the policy of applying fines at all.

When working with the registration of a ticket on the website of a foreign company, language difficulties may arise. Therefore, understanding the meaning of the information indicated on the ticket will allow you not to remain in the dark about its type and subsequent possibilities. Knowing the following terms can be helpful:

Refundable - Refundable.
Non - refundable - non-refundable.
Non - refundable in case of no - show - non-refundable if the passenger does not appear.
Charge, fees apply - subject to exchange, but the service is paid.
Charge 100 € - The commission is 100 €.

Non-refundable tickets

There are so-called non-refundable boarding tickets, which are on sale from foreign companies and from Russian airlines. They are in high demand among travelers looking to save money on their flight overseas. But even for these tickets, you can get a certain amount of refunded funds, although it will be very small.

The bulk of the money will be lost, but one can hope for a refund of the seat reservation fee or other taxes set by the airport.

The so-called economy tickets have the least profitable terms for a refund of the purchase fee. On average, you can be guided by the fact that 900-1500 rubles will be withheld by the company.

In case of emergencies or a situation that occurred through no fault of the client, the airline undertakes to return the full cost of the amount spent for the purchase of the ticket. Such valid reasons include the following:

Cases in which you can get a refund for a non-refundable ticket

An airline client was diagnosed with an illness that may require urgent medical attention, which will cause difficulties in flight and a threat to life.
A close relative of the passenger died, which is why the trip was canceled.
The airline did not fulfill the terms of the contract.

Any of the above reasons is the basis for the airline to refund the full amount spent on the payment of the travel document.

The client must take care of the availability of an appropriate document that can prove the authenticity of the situation.

If an application for a visa is rejected, the passenger is obliged to submit photocopies of the pages of his passport, in particular, the page with the affixed mark about the refusal to open a visa. The detected disease must be confirmed by an appropriate entry in the patient's medical record or other documents from the hospital. In a situation of death of a loved one, it is important for the passenger to present a death certificate and a document that can confirm family ties.

A full refund for the purchase of a ticket is possible if the flight was canceled by the airline or was delayed, postponed, or influenced the fact that the connection could not be performed properly, according to the schedule. It is quite rare for a company to admit guilt, so passengers should be well aware of their rights.

More information about non-refundable tickets and how to get their value back in the video.

How long does it take for a refund?

From the moment a passenger makes a request for a refund, it can take from a week to several months.

There are no limits set for shipping companies in this area, and each operates according to its own system, which you can learn from a representative.

When buying an air ticket via the Internet, a client of the company can expect a refund in the last resort after three months.

Where and how to return the plane ticket?

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

Ticket refund options

Go to the official website.
Contact the hotline.
Ask a travel agent for help.
Return through the ticket office of the airport.

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

Each website of the carrier company has a similar interface, where the contact number of the hotline is always given at the end of the main page. To return the ticket, you need to tell the reservation number to the operator. You should be prepared to explain the reasons to the 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 instructions of the employee.

If a passenger bought a ticket for an air flight at the box office, then it can be returned in the same way. The cashier will need a ticket for seat and a citizen's passport. The money will be returned immediately after deducting the withheld commission.

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

Electronic tickets and features of their return

Who can fill out the application?

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

Mandatory data:

Full Name.
Passport series and number.
When and by whom the document was issued.

The petition must clarify the following needs of the client of the shipping company:

Request for termination of the air travel agreement.
Request for a refund of money spent on the purchase of a boarding 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 commission.

Order details include the following data:

PNR - order number.
Direction of the route.
Ticket number.
Departure date.
Name of passengers.
The amount requested to be refunded.

Full name of the recipient.
TIN of the recipient.
Card number.
Full name of the bank.
Payment account.
Bank correspondent account.
Citizenship.

The applicant must indicate the contact phone number, the date of filling out the document and sign.