Is it possible to return plane tickets. How to cancel a plane ticket purchased via the Internet

An electronic ticket is a convenient, profitable and modern way to buy travel cards. One of the few questions that their owners have is how to return tickets purchased via the Internet with minimal financial losses.

Sudden illness, financial difficulties, and the usual change of plans - all this can cause a forced or voluntary refusal to fly. At the same time, many people mistakenly believe that it is impossible to return an electronic ticket. In fact, the return of tickets purchased via the Internet is not much different from the return of "paper" tickets.

Is it possible to return an e-ticket for a plane

As in the case of regular air tickets, it all depends on the so-called "fare" at which you bought it. In other words, the fare is the conditions for returning and exchanging a ticket. Yes, yes, this is the very long “sheet” of text, after which, when buying a ticket, you ticked “I have read and agree,” without even reading it.

Now is the time to return to the terms of the tariff and read them carefully. You need to look for the ticket return rules on the airline's website, even if you bought it online through an intermediary.

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Each air carrier has its own return conditions, only two principles are common to all:

• the more expensive the tariff, the lower the amount of the penalty for the return
• the sooner you return the ticket, the more you get

There are so-called "non-refundable" air tickets ( non-refundable or non ref). Usually this is the cheapest or promotional rate, it is non-refundable. However, you can try to exchange it for another date, albeit with a surcharge.

The reason for the return of the ticket is also important. If it is forced (cancellation or delay of the flight, illness or death of a close relative or the passenger himself), then by providing supporting documents, you can count on a refund of the maximum possible amount provided for by the fare.

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If you want to return tickets purchased via the Internet without a good reason, then it’s good if you can compensate at least a minimum part of the amount. In any case, the final decision is made by the airline, after considering all the circumstances of the return of the ticket.

How to get a refund for a ticket purchased online

Usually, in order to receive a refund, you need to indicate the details of the ticket (the number of the ticket itself, as well as the number of the ticket itself, as well as the number of the flight and booking, the date and time of departure), attach a photocopy of your passport and proof of purchase of the ticket (check or bank statement). Refunds are made only in the same way that the payment was made. If you paid by bank transfer, then the money will come to the same account, if by card, then to it. The term for receiving money is up to 1 month, but usually much faster, from 5 to 10 business days.

Before returning tickets purchased online, make sure that this is the only way out. After all, exchanging an e-ticket for another date, even with a surcharge, will be much more profitable than buying a new one.

The return policy depends on the method of payment for the order and the conditions for applying the tariff (TCA). The amount to be refunded is calculated in accordance with the conditions of application of the rate, which must be reviewed when booking in the first step.
Carriage charge paid for air carriage not returned, if the passenger has notified the carrier of the cancellation of air transportation after the check-in time of passengers for the flight specified in the ticket has expired.

We would like to inform you that from 21.06.2014 The Federal Law dated April 20, 2014 No. No. 79-FZ "On Amendments to the Air Code of the Russian Federation", in terms of the conditions for the return / non-refund of the carriage fee upon termination of the passenger air carriage agreement.

Voluntary ticket refund

1. You can issue a refund of an air ticket purchased on the airline's website, in a mobile application or through a passenger support service, in one of the following ways:

1.1 On the airline's website in the section (only for tickets purchased on the airline's website, in the mobile application and through the passenger support service).

When checking the order, you must enter the order number and the passenger's last name. Further, at the bottom of the page with information about the order, click on the RETURN TICKET button, then CONFIRM.

Attention, when you click on the RETURN TICKET button, it will be impossible to cancel the return of the ticket.

The refund application is processed up to five working days from the date of issue of the ticket refund. Refunds for orders paid by card are made back to the card. The term for transferring funds is 5-20 days, depending on the issuing bank. At the same time, the airline is not responsible for the increase in the timing of the transfer of funds, which depend on the issuing bank.

2. Issue a refund of the ticket paid at the airline's ticket office

The return of a ticket paid for at the ticket office is made only at the ticket office where the tickets were paid for.

2. Contact the ticket office at the place of purchase, the refund is made only at the ticket office where the tickets were paid for.

When contacting the cashier, you must have with you:

Check, if it is in the hands of the passenger;
- the passport;
- if the refund is made by power of attorney: a notarized power of attorney for filing an application for a refund of the ticket price in connection with the refusal of transportation.

The procedure for issuing a refund of an air ticket paid for on the websites and at the ticket offices of air transportation sales agencies.

1. Cancel seats by calling the passenger support service at 8-800-7700-262 (before the end of the check-in time for the flight indicated on the ticket);

2. Contact the agent who issued the ticket at the place of purchase.

Forced ticket refund

The carriage fee paid for air carriage is subject to a refund in the event of an involuntary refusal (a forced refusal is recognized in the case provided for in paragraph 227 of the FAP No. 82 of 06.28.2007) of a passenger from air transportation provided that the carrier is notified of this before the end of the check-in time passengers on the flight indicated on the ticket.

The procedure for issuing a ticket refund in case of flight cancellation

* subject to availability

The procedure for issuing a ticket refund in case of a flight delay

Your tickets are valid for carriage for 365 days from the date of purchase.

one . Information for passengers of canceled flights

At the moment, flights have been suspended - this is a temporary measure and the Airline hopes that the situation will change soon.

The airline offers to use one of the proposed options:

Option No. 1.1 (available at the place of purchase)

• Change the departure date to a later one, WITHOUT PENALTY AND SUPPLEMENT: for the departure period from today to 06/30/2020, or from 09/01/2020 to 12/20/2020*.
• Change the departure date to a later one, WITHOUT PENALTY with an additional payment to the available fare: for the departure period from 07/01/2020 to 08/31/2020

Option No. 1.2 (available at the place of purchase)

Change route with addition to the fare

For flights to the CIS countries - it is possible to replace the points of departure and arrival

Option No. 1.3 (available at the place of purchase)

• Replace the passenger (full name) - together with a change in the date of departure and / or direction.

Option No. 1.4 is available through the application in the section

Refund of the full amount for the ticket with Bonuses for booking future flights to the personal account of the Wings program participant

An application for the option you have chosen can also be left on the website in the section, in the message you must indicate the option chosen by the passenger.

* subject to availability

** Free change is allowed no more than once

The procedure for issuing a ticket refund for medical reasons

Your tickets are valid for carriage for 365 days from the date of purchase.

one . Information for passengers of canceled flights

At the moment, flights have been suspended - this is a temporary measure and the Airline hopes that the situation will change soon.

The airline offers to use one of the proposed options:

Option No. 1.1 (available at the place of purchase)

• Change the departure date to a later one, WITHOUT PENALTY AND SUPPLEMENT: for the departure period from today to 06/30/2020, or from 09/01/2020 to 12/20/2020*.
• Change the departure date to a later one, WITHOUT PENALTY with an additional payment to the available fare: for the departure period from 07/01/2020 to 08/31/2020

Option No. 1.2 (available at the place of purchase)

Change route with addition to the fare

For flights to the CIS countries - it is possible to replace the points of departure and arrival

Option No. 1.3 (available at the place of purchase)

• Replace the passenger (full name) - together with a change in the date of departure and / or direction.

Option No. 1.4 is available through the application in the section

Refund of the full amount for the ticket with Bonuses for booking future flights to the personal account of the Wings program participant

An application for the option you have chosen can also be left on the website in the section, in the message you must indicate the option chosen by the passenger.

* subject to availability

** Free change is allowed no more than once

Requirements for medical documents:

1. An original certificate from a medical institution on the state of health on the date of departure of the flight indicated on the ticket.

Help should contain:

• clearly readable name, details of the medical institution that issued the certificate;
• seal of the medical institution that issued the certificate;
• a clearly readable position and the name of the doctor who issued the certificate;
• signature, seal of the doctor who issued the certificate;
• signature, seal of the head of the department or chief physician of the medical institution that issued the certificate;
• date of issue of the certificate;
• compliance of the dates of illness indicated in the certificate with the dates of transportation. In case of discrepancy, the report should state "it is not recommended to fly on the indicated dates".

2. Copies of the passenger's disability certificate, certified by the employer or endorsed by the signature and seal of an authorized person of Ural Airlines (Airline Representative at the airport)

3. The original certificate of the air terminal (airport) health center.

Help should contain:

• clearly readable name of the health center that issued the certificate;
• seal of the health center that issued the certificate;
• a clearly readable position, the name of the doctor who issued the certificate;
• signature of the doctor who issued the certificate;
• date of issue of the certificate;
• compliance of the date of illness indicated in the certificate with the date of transportation.

When a passenger in the Russian Federation applies to the Agency that issued the ticket, a notarized translation of the presented medical document into Russian must be attached to the medical document issued outside the Russian Federation.
When a passenger outside the Russian Federation applies to the Agency that issued the ticket, the presented medical document must be accompanied by a translation of the document into Russian or English, notarized in accordance with the legislation of that country.
The fees of the Agency for the sale of air tickets are non-refundable, unless otherwise provided by the rules of the Agency.
Information about the facts of providing false documents is subject to transfer to the police of the Russian Federation in order to conduct an audit and bring the perpetrators to criminal liability.

Note: After issuing a refund, the terms for crediting funds to a bank card directly depend on your Issuing Bank. On average, the terms range from 2 to 14 banking days. In exceptional cases - up to 30 banking days. In case of non-crediting of funds, please inform the passenger support service[email protected] .

To apply, please provide an official statement from the current account of your card from the date of confirmation of the issued return, certified by the seal of the Bank and the signature of a Bank employee.

Air tickets are returned daily by people whose plans have suddenly changed. The ability to return money or part of the money paid for a ticket is provided for all passengers if their tickets are not non-refundable (for exceptions, read the article)

Non-refundable tickets usually contain a special designation "Non Ref" and are purchased at a lower price compared to economy class tickets.

The reasons for the return can be forced and voluntary:

• Forced return is carried out due to the illness of the passenger (a medical certificate must be provided) or due to a delay or cancellation of the flight. With such a return, the client is not subject to penalties.
• Voluntary return carried out at the request of the client without giving reasons.

Return procedure

The return of tickets purchased via the Internet can be carried out online, through the box office or through an intermediary from whom the tickets were purchased.

Statement

You can return tickets online if the airline's website provides such an opportunity. In this case, you must fill out an electronic application form, indicating there the following information:

1. flight number,
2. date and time of departure,
3. ticket number,
4. Reservation number.

Additionally, you must attach a scan of the first page of the passport with a photo or just a passport-size photo. It is also necessary to indicate on the site how the funds will be returned: to a bank account or an electronic wallet.

Through the cashier

An electronic plane ticket can also be returned through the Aeroflot ticket office. Upon delivery, you must personally write an application for a return according to the model established by the company. If the ticket holder cannot personally visit the Aeroflot, he can write a notarized power of attorney allowing a third party to represent him.

Through a travel agency

An intermediary between the airline and the passenger can be, for example, a travel company from which the ticket was purchased. To return the ticket, you can notify the travel agency that timely departure is not possible, and agree on the procedure.

The relationship between the time of return and the amount of funds returned

Most airlines allow their customers to return tickets at virtually any time before departure, and even if the plane is missed. However, in order to find out exactly whether the return of purchased tickets is allowed after their purchase and within what time frame, you can ask about this at the Aeroflot ticket office or the airline's website. There are cases when the carrier prohibits returning tickets the very next day after their purchase, regardless of the date of departure.

As a standard, when returning a ticket at least a day before departure, you can receive compensation in the amount of 100% of the ticket price. However, most often the amount of the fine is deducted from the amount.

Interestingly, the more expensive the purchased ticket, the lower the penalties for returning it are inclined to charge the airline. So, when returning a ticket to a business class seat, in most cases, you can count on the return of all funds spent without penalties.

If you rent a ticket less than a day before departure, but not less than 4 hours, you can get 75% compensation of the ticket price, excluding possible fines. When an e-ticket is returned less than 4 hours before departure or even after landing (in case of a late flight), you can count on compensation in the amount of not more than 50% of the ticket price. Thus, the sooner after it became clear that the flight at the agreed time is inconvenient, the ticket will be returned, the more profitable it will be for the airline (since the ticket can be re-sold) and for the passenger.

But, as practice shows, the most financially beneficial for a passenger is not a return, but an exchange of a ticket for another one.

Return dates

The funds will be returned to the client within 10 to 90 days from the date of return of the ticket. The speed largely depends on the method of return. The time for returning money in cash can be long, since the client will have to personally return to Aeroflot to pick it up. As a non-cash alternative, you can ask to send money to an electronic wallet (for this you need to know its number and type) or a bank account (you must specify the account or card number, as well as the name, bank identification code and correspondent account).

Ask questions in the comments to the article and get an expert answer

Pobeda airline tickets are non-refundable (except for tickets purchased as part of the Refundable package offer), so you can refuse transportation, but the money is non-refundable, unless otherwise specified by the rules for applying your fare.

However, there are a number of cases when a return is considered involuntary, and after confirming the reasons for the return, we will refund your money. The return is considered involuntary in the event of:

• cancellation or delay of the flight indicated on the ticket,
• changes by the airline route of transportation,
• non-scheduled flight,
• failed departure of the passenger due to the inability to provide him with a seat on the flight and the date indicated on the ticket,
• the failed transportation of a passenger caused by the delay of the passenger at the airport due to the duration of his inspection, if during the inspection of baggage or personal inspection of the passenger no substances and items prohibited for transportation were found,
• incorrect issuance of the ticket by the carrier or its authorized agent,
• sudden illness of a passenger, or illness or death of a member of his family traveling with him on an aircraft, which is confirmed by medical documents. A refund may be recognized as forced if the illness was sudden and continued on the day of departure, provided that the carrier is notified of this before the check-in time of passengers for the flight indicated on the ticket. These circumstances must be confirmed by a certificate of incapacity for work or other authentic medical document issued by an appropriately licensed medical institution.

Read more.

Ticket exchange

Voluntary change of the contract of air carriage is not allowed except for the following changes:

Changing the name (surname) of the passenger no later than 4 (four) hours before the departure time of the flight according to the schedule specified in the ticket, is possible through or through the call center of the airline, and not less than 40 (forty) minutes before the departure time of the flight according to the schedule - through the airport ticket office. For making changes to the passenger air carriage agreement related to the change of first name (surname), an additional fee is charged in the manner and amount stipulated by the terms of the applicable fare.

The date, time of the flight and/or route can be changed for an additional fee no later than 48 (forty eight) hours before the scheduled flight departure time through the airline's call center or on the website.

If the amount of the new fare exceeds the amount of the fare at which the ticket was originally purchased, the difference is paid by the passenger in full.

An additional service can be ordered by a passenger no later than 4 (four) hours before the scheduled flight departure time specified in the ticket through or through the call center of the airline, and not less than 40 (forty) minutes before the scheduled flight departure time — through the airport ticket office. For making changes to the passenger air carriage agreement related to the order by the passenger of an additional service, an additional fee is charged in the manner and amount stipulated by the terms of the applicable fare.

The amount of the fee for changing the date of departure and / or route is 5,000 rubles per 1 passenger per 1 segment.

The fee for changing the name of a passenger in a booking is RUB 5,000 per passenger.

We will describe how to return an electronic ticket for a plane purchased via the Internet. After all, today shopping through the worldwide network has become a very common practice. This saves us time, effort, and sometimes money. On various websites and portals, you can find very advantageous offers when looking for a suitable tour or flight.

But sometimes our plans change. Every day, hundreds of people return the purchased tickets back, as life makes its own adjustments and you have to give up the desired trip or reschedule it to another time. What to do with an electronic document?

Types of air tickets

Whether it is possible to return a plane ticket at the box office and get your money back depends on many factors. One of the main ones is the variety and conditions under which it was purchased. So, airlines provide two main options:

• Refundable - those that involve the possibility of exchanging or returning to the cashier. Often, in this case, you have to pay a fine, but the fact itself remains unchanged - when changing plans, you can compensate for monetary losses in full or in part.
• Non-refundable - not subject to compensation of value in any amount, which is initially stipulated in the terms of their acquisition. Such tickets must be marked “Non Ref” or any other, indicating that the document cannot be exchanged back for money.

Although even in the second case there are individual exceptions. For example, if there was any trouble, the passenger fell ill or one of the relatives died, then upon providing supporting documents, the airline undertakes to return part of the amount for the purchased ticket. A similar situation arises when a flight is canceled due to the fault of the airline.

It is important to read all terms and conditions that affect the ability to return or make any changes before making a payment. Often travel documents that cannot be returned are sold by low-cost airlines or as part of promotions, with discounts and bonuses.

The type of ticket purchased should also be taken into account - economy class, business class, regular, children's, etc. And although each company has its own rules regarding the return of any travel documents, such a pattern is still observed. The more expensive it is, the less problems arise and the lower the fines for its exchange or return. For example, it will be difficult to return an economy class ticket for an Aeroflot plane.

When making a return, various airlines set fines. Therefore, the final amount of the payment made will always be less than the total cost of the paid ticket. You need to calculate how much money you lose in each of the options in order to make a better decision.

return time

A lot will also depend on how many days before the flight you return the ticket. Carriers have their own rules on this matter, and yet there are general patterns:

1. If one or even more days remain before departure, then the company is obliged to refund the full cost of the purchased ticket. In some cases, a fine specified in the conditions is calculated from the total amount.
2. When returning the document on the last day, when there is less than 24 hours left before the flight, only 75% of the total cost is foreseen. And depending on the type of document, various commissions can be foreseen.
3. When you try to return a ticket in a few hours, it is much more difficult to get money, and penalties increase significantly. Sometimes it makes sense to exchange a travel document for a different departure time. The same applies to the situation if you are late for a flight for objective reasons.

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Who to contact?

If you purchased a ticket at the box office, then return it in the same way. But what to do in the case of an online purchase? Then it is worth contacting exactly the service with which the payment took place. It could be:

Detailed procedure

When you try to return a ticket through a regular box office, it is enough to present it and your own documents confirming your identity. And what needs to be done to return the amount spent through the company's website? This procedure is not more complicated than the purchase itself and takes a little time.

1. Go to the official portal of the company from which you purchased the plane ticket. Find a section or a special form where you should fill out an application for the return of a document and money.
2. Here they are often asked to add a photo of the passenger, a scanned copy of the passport and be sure to indicate your contacts.
3. It is important to enter in each window all the required data - flight number, ticket, date and time of departure. Double-check the characters several times, as any errors will lead to the cancellation of the application and you will have to write again.
4. In the event of a forced return of a ticket due to the fault of the airline or in the event of force majeure, it is also necessary to send documents confirming the death of a relative, illness of a passenger or cancellation of a flight for objective reasons.
5. Do not forget to indicate the method of return of money and all the required details.

If for some reason the carrier does not return the money for a return ticket, you need to go to court with the same package of documents by filing an appropriate claim.

When can you expect payment?

Depending on the circumstances, the chosen method of transfer and the rules of the company, this period is different. Today, any of the suitable options is available:

• cash - for them you need to come to the cashier;
• electronic money - then be sure to write the name of the system and the wallet number;
• to a bank account or bank card - you must specify all the details.

This process can take anywhere from a week to three months. Each airline has its own way of dealing with these issues. Sometimes it is possible to pay a slightly higher commission, but get the money back urgently. Then their return is carried out within a few hours or days.

If you decide to return the ticket, but still want to travel, then it makes sense to exchange for another departure time, which will be much cheaper and faster.

Video: e-ticket refund.

When buying tickets online, especially for the first time, do not rush. Better follow these tips:

1. Carefully read all the rules of the airline and remember the conditions under which you purchase a travel document.
2. Consider the class, cost, direction and other features of the ticket. For example, a business class implies not only more comfortable seats and meals on the plane, but also a simple return or exchange procedure, the availability of changes, the absence of fines, etc.
3. If you do not understand any nuances, it is better to check with an online consultant or by phone everything that seems doubtful.

When it is noticeable that the operator dodges questions, does not give clear answers, or the resource has a lot of negative reviews, it is better to find another, more reliable one.