and on the ticket it was indicated that it was "refundable" or another indication - "non-refundable"? The essence of a “non-refundable” ticket is that it is sold at a greatly reduced price, but cannot be exchanged or returned at the initiative of the passenger.
Karhu Boris
In case of illness of the passenger and if he confirms this with documents, the money is returned to him in any case. Whatever the ticket is returnable or non-refundable.
"Article 108
1. In case of refusal of a passenger from air transportation for reasons not provided for in paragraph 2 of this article, refund to the passenger of the carriage fee is carried out in the following order:
1) if a passenger has entered into a passenger air carriage agreement providing for a condition for the return of the carriage fee upon termination of the passenger air carriage agreement, the carriage charge paid for air carriage is returned to the passenger (with the exception of the amount of the carrier’s expenses actually incurred by him and related to the fulfillment of obligations under the air carriage agreement passenger) provided that the passenger has notified the carrier of the refusal of air transportation no later than twenty-four hours before the end of the check-in time for the flight specified in the ticket, established in accordance with federal aviation rules;
2) if the passenger has notified the carrier of the refusal of air transportation in violation of the deadlines established in accordance with subparagraph 1 of this paragraph, before the end of the check-in time for the flight specified in the ticket, established in accordance with the federal aviation rules, the carriage fee paid for air transportation is returned to the passenger with the recovery of a penalty in the amount of twenty-five percent of the carriage fee paid for the air carriage of the passenger and the amount of the carrier's expenses actually incurred by him and related to the fulfillment of obligations under the passenger air carriage agreement. The carrier has the right to reduce the amount of the specified penalty;
3) if the passenger has notified the carrier of the refusal of air carriage after the end of the check-in time for the flight specified in the ticket, established in accordance with the federal aviation rules, the carriage fee paid for air carriage is not returned to the passenger;
4) if a passenger has entered into a passenger air carriage agreement providing for the condition of non-return of the carriage charge upon termination of the passenger air carriage agreement, the carriage charge paid for the air carriage of the passenger is not refundable, with the exception of unused amounts charged by the carrier in favor of other organizations in accordance with the legislation of foreign states , from the territories, on the territory or through the territories of which the air transportation of the passenger is carried out.
2. In case of involuntary refusal of a passenger from air transportation due to illness of a passenger or a member of his family or close relative traveling with him on an aircraft, as evidenced by medical documents, or in connection with the death of a member of his family or close relative, which is documented and notifying the carrier about this before the end of the check-in time for passengers specified in the ticket, established in accordance with the federal aviation rules, or due to a delay in the departure of the aircraft, other actions (inaction) of the carrier provided for by the federal aviation rules, entailing non-fulfillment or improper fulfillment of obligations under a passenger air carriage agreement, the carriage fee paid for air transportation is returned to the passenger.
3. For the purposes of paragraph 2 of this article, family members are understood to be spouses, parents and children (adoptive parents and adopted children), close relatives - grandfathers, grandmothers and grandchildren, full and half brothers and sisters.
If circumstances arise that require the return of a ticket, it is necessary to take into account its tariff plan, as well as the reason for the incident, place and time. All this determines the next steps. The ticket is refundable in the following situations:
- flight canceled or rescheduled;
- flight route changed;
- there is no place for that class which is indicated in the travel document;
- the plane returned to the airport. For example, if for some reason he was denied landing in the country of destination;
- transportation was not carried out after docking;
- landing at an airport not included in the original itinerary;
- tickets filled out incorrectly;
- sick or dead passenger, or its close .
It should be noted that if the flight is partially made, then the cost of the ticket will be refunded minus the used part.
Dependence on the tariff plan
S7 Airlines has four tariff plans. From what fare the passenger chooses and what class he will fly, the conditions will be determined.
Tariffs Economy Flexible and Economy Basic
Economy Basic assumes that purchased on it is completely non-refundable. Nonetheless, if the passenger did not use the travel document, he has the opportunity to change the date and route of the flight. This is possible subject to payment of the cash collection for the operation. However, if the passenger notified about the changes in advance, then the fee will be 3,000 rubles for flights within Russia and 60 euros for international flights. In cases where the passenger did not show up for the flight and did not inform about it, the fee is paid in the amount of 5,000 rubles or 80 euros, respectively.
In addition, in the purchased tickets, you can change the fare to Economy Flexible and Business Basic, but with the condition of additional payment.
The Economy Flexible fare provides the possibility of departure date, flight number, as well as return without additional fees. However, if the ticket price is higher, then you will need to pay the difference.
The situation does not apply to the circumstances when the passenger did not come to the flight, did not notify in advance and is going to change the date of departure. In this case, you must pay a fee of 5,000 rubles or 80 euros, respectively.
Tariffs Business Flexible and Business Basic
Travel documents of the Business Basic tariff plan are non-refundable. You can't return them and return them. You can change the flight number, departure date, but upon payment of the fee. It is charged in any case. However, if the passenger applied in advance, the fee will be 5,000 euros for a flight within Russia and 80 euros for an international one. In case of delay, it will be necessary to pay 7000 rubles or 110 euros, respectively.
Can I return a non-refundable boarding pass?
S7 Airlines has tickets of the lowest price category, which belong to the Economy Basic and Business Basic tariff plans. It is not possible to return them except in the following situations:
- serious, which is confirmed by a medical certificate;
- death, in which case relatives can apply for a refund.
How to return?
The passenger may refuse in advance, for which he needs to notify the airline. In this case, he can return the money in the amount depending on the time for which he made the refusal:
- 24 hours or more. The entire amount is to be refunded.
- Less than 24 hours. The amount of compensation will be 75% of the cost.
Where to apply?
To return, you must take the following steps:
- If the flight is canceled before check-in, then the official representative puts a mark and certifies it with a stamp.
- When a flight is canceled after check-in, you need to get ticket coupons from the staff at check-in. Without coupons, the ticket is considered to have been used despite the delay or cancellation of the flight.
- Write to the official S7 sales office. It contains the details of the passenger, as well as the reason why the flight was cancelled.
- In cases of illness or death, a medical certificate is provided or death certificate.
- Get cash. It is carried out on weekdays from 9:00-13:00 in the presence of a passport in the name of the passenger whose ticket is refundable.
- Provide a notarized power of attorney if the money will be received for the passenger by a third party.
In addition to sales offices, to make a return, you can:
- call airline support;
- fill out an application on the official website in the "My Bookings" tab.
Return periods
Refunds are made within twenty business days. The funds will be returned to the one from which the payment was made.
How can I return a ticket purchased online?
There are two ways to return a ticket issued via the Internet.
In a personal account. This requires:
- From the official website go to your personal account and select the "My Bookings" service.
- Active bookings open, you must click on the desired reservation.
- In the upper right corner, click on the link "Make a refund".
- Check details and submit a request.
Through the call center:
- Dial 8-800-700-07-07 (toll free) or call from the official site. At the bottom of the screen there is a section "Contact us", in it you need to select "Call online".
- When calling, you will need to provide the following information: Full name, date of birth, passport details, first and last 4 digits of a bank card, transportation route and reservation number.
By clicking on the send button, you consent to the processing of your personal data.
Buying tickets online has a number of advantages, for example, saving time, no commission fees, choosing the optimal cost, the ability to take a ticket not only for yourself, but also for relatives and friends, as well as a number of other advantages. However, in some cases it is required to refund S7 tickets. This may be due to personal reasons or the fault of the carrier.
Terms and conditions of return
A ticket can be returned in the following cases:
- cancellation or postponement of the scheduled departure;
- a change in the route on which the aircraft was originally supposed to fly;
- lack of places, according to the class;
- returning the aircraft back to the airport if for some reason it was not allowed into the airspace of a certain country;
- transportation from the connecting airport was not carried out;
- landed at an airport not originally designated in the itinerary.
Note! If the flight was made partially, the amount for the ticket will also not be fully refunded.
The ticket refund policy depends on the class in which the passenger is flying. The company offers several tariff plans.
S7 airline ticket
Tariff "Business Flexible"
The passenger can return the ticket or exchange it for another date if he was late for the flight without losing money. There is a return of the YR rate tax, the YQ tax is not refundable or exchangeable.
Tariff "Business Basic"
If the passenger applied to the carrier in advance with a request to return or exchange the ticket, a fee must be paid. If you miss your flight, the traveler is also required to pay a fee to change the date of departure. In fact, tickets in this tariff plan are non-refundable, there is no way to return a ticket and make a refund.
Tariff "Economy Flexible"
A passenger under this tariff plan has the opportunity to change the date of departure or return a ticket without paying fees. The only thing is that an additional payment is required for a ticket if it costs more than the previous one. If the passenger missed the flight, did not take off and wants to change the date of departure, the fee must be paid.
Tariff "Economy Basic"
If the passenger did not fly at the economy fare, he can change the date and route, subject to payment of cash fees. Also, the traveler can pay an additional amount of money to purchase tickets under the tariffs "Business Basic" and "Economy Flexible" of S7. It is not possible to return the ticket, since the ticket for this tariff plan is non-refundable.
Note! In all cases, if the ticket is refundable, the traveler can receive the full amount of funds only if he cancels the flight no later than 24 hours in advance.
According to Art. 108 of the Air Code, provides for the possibility of a passenger to refuse a flight and establishes the rules for the return of funds paid for a ticket. In accordance with this law, the amount due for a refund depends on how much time before departure:
- if no later than 24 hours before the end of registration, the cost of the ticket is returned to him, minus the costs incurred by the company for the provision of the service;
- if later than the specified period - minus the costs of the air carrier and 25% of the cost as a commission;
- if after the end of registration - return is not possible.
Air Code
Cases when you can return money for a ticket
If a passenger wants to return a ticket due to a carrier-related reason, there is a list of cases in which this can be done, approved by S7. You can return a ticket if:
- Cancellation or delay of an airline flight after check-in. The application for a refund of funds is carried out after registration. It is also necessary to take ticket flight coupons from the employee. If this is not done, the ticket will be considered used, despite the fact that the flight was delayed or canceled.
- Illness of the passenger, members of his family or death of close relatives. Close relatives - husband or wife, mother or father, grandmother or grandfather, brothers and sisters. In this case, it is required to document the illness or death.
- Refund of S7 airline tickets is carried out, if there was a change in the route by the carrier. The airline must warn the passenger by all available means. Then he decides whether to fly or not. If the traveler refuses, the amount of money is returned in full.
- Incorrect ticketing. If the passenger noticed a typo in filling out the documents, he needs to contact the carrier to agree on further actions.
- The inability of the airline to provide a seat to the passenger. If an economy class ticket was purchased, but there were no seats in it, the passenger must be placed in business class. If a business class ticket was purchased and there were no seats in it either, the passenger is transferred to economy class and the difference in the cost of the ticket is returned. Return of tickets to the company "C7" can also be carried out.
- The flight has been rescheduled to an earlier or later date. The passenger must submit documents confirming the loss. The company must reimburse.
How to return a ticket
In this case, it is necessary to tell the operator personal data, the first and last two digits of the card with which the ticket was paid, as well as the reason that forced the ticket to be returned. The call is free. Contact center S7: phone 8 800 700–0707.
If a passenger is interested in how to return an S7 ticket purchased via the Internet, they need to go to the user's personal account, select a ticket and click "Cancel booking".
Bonus card with miles accrual from S7
You can contact the support service via the feedback form, which is located on the official website of the S7 organization. So you can also return tickets electronically. Communication is made through the user's e-mail, information regarding the stage of progress will also be sent to the address.
Refunds, in accordance with legislative acts, must be made no later than 20 days from the date of filing an application with S7 Airline.
Note! When personally contacting the air ticket sales office where the ticket was purchased, you should remember that these issues are dealt with by employees from 9-00 to 13-00. If the ticket was bought by a friend or relative who did not apply to the branch, but by his friend or relative, it is necessary to present a power of attorney upon delivery.
In what cases the ticket is not refundable
The money for the ticket is not returned by the carrier if:
- a non-refundable ticket has been purchased;
- there is no good reason to return.
The amount for a non-refundable ticket can be returned only in two cases:
- serious illness, which is confirmed by a medical certificate;
- death of a passenger - relatives can apply for a refund.
If the company refuses to return the money, the issue can be resolved in a pre-trial or judicial procedure. To begin with, it is required to send a claim to the address of the carrier, if no measures have been taken, the statement of claim is delivered to the judicial authorities. In any case, it is required to hire a good lawyer who will negotiate and protect the interests of the passenger. In most cases, the court takes the side of the traveler.
Note! If the passenger decides to buy a ticket with miles, they must also be returned to the account.
S7 ticket refund rules are similar to those of other air carriers. The main thing is to contact the company as soon as possible to process the return. If the carrier refused, and the passenger has documents confirming the impossibility of departure, you can draw up a statement of claim in court.
