Is it possible to return the entire amount of the air ticket. Who will return the money. How to understand that the tariff is non-refundable

To save money, many travelers and tourists buy tickets in advance. How to get a refund for an air ticket if the circumstances of the trip have changed and the air ticket purchased at a low price during the promotion period or in advance, several months in advance, is no longer needed?

All travelers and tourists have an absolute right to receive money for an unused air ticket.

Often, flights are searched through metasearch engines, for example, Skyscanner, Aviasales, which, in turn, redirect the visitor to the website of the agency that offered the cheapest flights for right direction. Many people buy a plane ticket and sometimes do not know that the search engines themselves do not sell tickets. Then the long search begins for the agency that actually sold them the tickets.

The most important thing that a passenger needs to know is that any air ticket can be returned within the current day without any fines from the airlines. It is called ticket voiding.

If you suddenly find that you made a mistake with the date of departure or your data is incorrectly indicated on the ticket (last name, passport number, etc.), immediately contact the agency or airline that sold you the ticket and return it.

By voiding there is following restrictions: 1) if there are less than 24 hours left before departure, then you can return the ticket without fines within half an hour after purchase .When voiding a ticket during the day, speech It's about the current day. 2) if you purchased a ticket at night at five minutes to twelve, then at midnight expires the time during which you can return it.

As a rule, most agencies selling airline tickets do not particularly advertise this possibility of a refund, but the passenger should be aware of it. To be fair, it should be noted that the possibility of entering not all airlines have it during the day, some limit it in any case to only half an hour, but there are very few such airlines.

REFUND DECISION MAY TAKE LONG TIME FOR AN AIRLINE

In accordance with the Air Code of the Russian Federation, the main document regulating the activities civil aviation There are no non-refundable tickets. Even those air tickets that a passenger bought at a good discount can be returned to the carrier (there are precedents in which passengers have won cases against airlines).

GROUNDS FOR AIR TICKET REFUND

1. Article 108 of the Air Code Russian Federation(hereinafter referred to as the RF CC) establishes the right of an aircraft passenger to refuse a flight withby notifying the carrier thereof no later than twenty-four hours prior to the departure of the aircraft, if the rules of air transportation established by the carrier do not define a grace period, and receive back the amount paid for air transportation.

In case of cancellation of the flight later than the established date, the passagesp has the right to receive back the amount paid for air carriage with a fee, the amount of which cannot exceed twenty-five percent of the amount paid for air transportation.

2. Article 100 of the "Rules for the Formation and Application of Tariffs for Regular Air Transportation of Passengers and Baggage, Collection of Charges in the Field of Civil Aviation" regulates the collection of a fee for a passenger's refusal to fly, is established by the carrier in the amount of not more than 25 percent of the amount paid by the passenger for transportation, if the carriage has not been performed in any section, and if the carriage has been performed partially - in the amount of not more than 25 percent of the amount paid for the unfulfilled part of the carriage.

3. Airlines in the presence of their own rules for air transportation (in accordance with paragraph 2 of article 102 of the Air Code of the Russian Federation), including the rules for the sale of transportation,provide access to such rules at airline offices, sales offices, as well as by posting them on airline websites. a) Carriers (sales agents - if such information is provided) to provide access to information:

- about all tariffs applied by the airline on a certain route, and conditions 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, taxes applied by the carrier, as well as the procedure and legality of their establishment;

— on the procedure for the return of funds in case of refusal of transportation or changes in the conditions of transportation.

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

IMPORTANT: in your appeal to the airline or to the court, you must be guided primarily 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. (for residents of Ukraine - the relevant legislative documents), and then refer to the “Internal Rules of Carriage” of the airline.

WHERE TO APPLY FOR THE REFUND OF AIRLINE TICKETS

In internal rules the carrier airline has a list of places where air tickets are returned. You can find them on the website of this airline on the Internet. You can also call help desk air carrier, where you will be prompted with the necessary addresses and telephone numbers.

It should also be remembered that the procedure for the return of tickets established by the company should in any case not contradict general rules air transportation. And these rules provide that a refund in case of canceling a trip can carried out “at the box office of the airline itself, from agents authorized by the company to ticket sales and also in the points provided for by the rules of the airline. «

Another important point: there are various directives of the Ministry of Transportation, which partially contradict Air Code. Lawyers say that in controversial cases, the court will be guided by the Air Code, and not by intra-industry rules.

SEQUENCE OF ACTIONS FOR THE REFUND OF THE TICKET

1. You need to find the coordinates of the company where you bought the ticket. For example, if you purchased an air ticket on a booking site or in travel agency, then you need to apply there, and not to the airline whose plane you are going to fly.

2.Check what rules for the exchange of air tickets exist in the company where you bought them. This information can be attached to the file with your electronic ticket, and it is often posted on the company's website.

3. You should also contact the company where you bought the tickets: you can visit the company’s office in person or make a phone call. Be prepared to give not only your name, but also passport data to confirm your identity, and also prepare the ticket itself. It has a unique number that will need to be reported to the company employee.

If the ticket was purchased from an agency,it is necessary to write an application to this agency (letter by email), in which you inform it about the cancellation of the flight, with a request to return the money for bank card on on the basis of Article 108 of the RF Civil Code (you can quote the provisions that apply to your case). This will be enough.

If the agency is Russian or Ukrainian, it is advisable to duplicate the same statement by sending it by mail with a return receipt to the addressee, or take it to the office and mark the receipt on the copy. Such a paper document may be needed if the case goes to court. But if the agent is foreign, then it will cost more to get him from Ukraine or Russia through lawsuits. The main thing here is to fix the moment the agency was notified about your cancellation of the flight.

4.It should be noted what if you bought cheap flights, most likely that you will not be able to return the full amount .Most airlines will charge you some percentage for canceling your flight. If you decide to cancel your flight in less than three days, be prepared for the fact that the amount of such a fine can be about half the cost of the ticket. After agreeing on the amount, find out how you can get the money back. The money can be given to you 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 receive a refusal from an agent, contact the air carrier. It is best that the waiver be in the form of a written paper document, but an e-mail will also work.

6. It is also necessary to write a similar application to the air carrier by e-mail (for example, to the air ticket booking center). Such a letter should be sent by mail to one of the Ukrainian or Russian representative offices (if the carrier is a foreign airline (indicate where or where you were going to fly) .

It is necessary to attach a copy of the agent’s refusal/response about the “turnover” to the air carrier, and the text of the application should refer to this.Important: a letter to the airline (to any of its representatives) must be received at least one day before the first departure.A paper version of the letter may be needed in the event of a trial or complaint to the Federal Air Transport Agency.

7. What should you do if you receive an e-mail reply: the fare is non-refundable (as an option, during subsequent correspondence you may be offered some kind of voucher for a flight with a limited validity period)?

You can write to them several times the following: “Dear Sirs, do not violate my rights and please observe the law.” Or, for example, for the 2nd time, you can write “If you, Mr. (Madam) ... (surname) are not authorized to return the debt to me for the returned ticket, contact the management to make an appropriate decision ...” And so on and so forth ... I repeat, all this can repeat repeatedly.

At some point, they have to back off and give you the full amount back. Take your time and do not get excited - write to the airline office the next day after receiving a response. Of course, this whole procedure of exchanging letters can sometimes take several weeks.. If the air carrier returns money through an agent, then the chances of returning all commissions are high. And if - directly, then it will still be necessary to "hollow" that agent, referring to the carrier.

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

Finally, the most unpleasant thing in this situation is a lawsuit! Any lawyer guarantees you 100% result. The claim can be filed both with the airline itself and with the agent who sold you the ticket .You can get double the cost of your airfare back if you base your claim on the Consumer Protection Act. Briefly, it looks like this:with the Consumer Rights Protection Law, the court may charge the debtor a penalty (at the request of the plaintiff) in the amount of 0.5% of the amount of the debt for each day of delay in execution from the moment the claimant receives a request for a refund.

But as a rule, the court limits the amount of fines to be recovered by the amount of the principal debt. Also, one should not forget to indicate in the claim the requirement for the debtor to pay the court fee and the expenses of the plaintiff (passenger / consumer) for the services of a lawyer - such claims are satisfied by the courts practically “automatically”.

WHERE TO FILE A COMPLAINT

If all negotiations and written claims did not help, file a complaint with the Federal Air Transport Agency. You can even file a complaint electronically - through the official website of the Federal Air Transport Agency (e-mail: [email protected]).

In addition, you can be helped in the Union of Consumers of Russia, as well as in Rospotrebnadzor.

You can get advice on protecting your rights in Union of Consumers of Russia

For disputes, you can contact Rospotrebnadzor

If the air carrier went bankrupt, then everything is much more complicated. You can sue the airline and even win the case, but there are no guarantees that you will get your money back. There is no insurance for such a case.

You may be interested in articles of the Air Code Nos. 100,107, 108,137. Article 107 refers to the refusal of the carrier, and article 137 to the procedure for applying the Air Code.

FOR RESIDENTS OF UKRAINE What does Ukrainian legislation say about this?

Air Code of Ukraine Article 65. Termination of an agreement on air transportation on the initiative of a passenger The passenger has the right to refuse air transportation and receive back the amount of money in the manner prescribed by the legislation of Ukraine.

Article 62
When performing air transportation, the carrier and the airport are obliged to comply with the general rules for the air transportation of passengers, baggage, cargo and mail, as well as the quality standards for passenger and clientele services established by the relevant state executive authority.
Air carrier based general rules has the right to establish its own rules for air transportation, which are aimed at improving the efficiency and quality of transportation and do not contain conditions and standards for servicing passengers and clientele of lower requirement level, established by the relevant state executive authority. The conditions and rules for the carriage of mail are agreed with the Ministry of Communications of Ukraine.

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.

Voluntary ticket refund

1. Issue a refund of the ticket purchased on the airline's website in mobile application or through the 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.
A confirmation with the exact amount to be returned will be sent to the email address specified in the order.

1.2 Cancel seats by calling the passenger support service at 8-800-7700-262 and fill out Money.

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.

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- passport;
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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);

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.

Forced return of the ticket due to illness of the passenger is made on the basis of one of the " Ural Airlines» (Agency that issued the ticket) medical documents confirming contraindications to the flight.

Requirements for medical documents:

1. Original reference 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 language, certified by a notary public in accordance with the legislation of this 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.

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);

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 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:

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

3. Present original medical documents confirming contraindications for the flight.

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

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

1. The procedure for issuing an involuntary refund of an air ticket purchased on the airline's website, in a mobile application or through a passenger support service:

1. Fill out an application for a refund by calling the passenger support service at 8-800-7700-262, after listening to the voice menu, press 9, then press 1.

2. for a refund.

2. The procedure for issuing an involuntary refund of an air ticket paid at the airline's ticket office:

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:

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

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

The return of a ticket paid for on the websites and at the ticket offices of air transportation sales agencies is made by the agencies that issued the transportation.

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

Buying non-refundable tickets is not difficult. Russians have questions when it is necessary to return already purchased tickets. After all, many, flattered by a low price, run the risk of wasting money if something happens. The need to return so-called non-refundable tickets does not often arise, but it would be useful to arm yourself with knowledge on how to do this.

The law that gave Russian citizens The ability to refund non-refundable tickets came into effect in 2014. But many Russians are not familiar with it, so they have a lot of questions when the flight needs to be canceled, and the money for the already purchased non-refundable ticket return. Previously, a passenger could only return 25 percent of the ticket price if it was returned later than the day before departure. The updated Air Code contains some amendments that affect the possibility of a refund in case of cancellation of a ticket. Today, all air fares are divided into refundable and non-refundable. Return tickets do not have any differences from those that existed before. Non-refundable tickets prohibit their return. If the air ticket is cheap, then in 99% of cases it is non-refundable.

Refunds for non-refundable tickets

Already from the name it becomes clear that non-refundable tickets are non-refundable. There are exceptions in such cases. So, according to the Air Code, non-refundable tickets can be returned in case of illness or death of a close relative of the person who was supposed to be on board, but there are some reservations here. So, medical documents confirming what happened must be provided before the registration is completed. Its end occurs forty minutes before the departure of the aircraft. If you are unable to make it to the indicated time, you can contact the express check-in desk, which is open for additional fee. Then the victory will be won in the question of how to return the money for the ticket.

A passenger can also count on a refund of funds spent on non-refundable tickets even if he refuses a ticket due to a flight delay. If the plane flew away without a passenger, then the amount of the refunded amount will directly depend on the tariff at which it was purchased. The reason for being late for the flight also plays a big role.

If a passenger is not allowed to fly due to violation of passport, customs regulations, the presence in oneself or in the luggage of items (substances) prohibited to air transportation, refusal to pay for excess baggage, and at the same time a ticket was purchased for a “non-refundable” fare, the airline does not pay anything to the passenger.

Airlines with non-refundable fares

The largest Russian air carriers such as Transaero and Aeroflot introduced non-refundable tariffs back in 2014. The next carriers were S7 and Ural Airlines, Utair. Russian and foreign airlines choose tariffs that are assigned as non-refundable in different ways. If airlines in other countries create non-refundable fares in case of promotions and sales. Russian airlines turn the cheapest fares into non-refundable. Therefore, buyers who want to buy cheaper tickets should pay attention to the description of a particular fare.

Return amount

How to get a refund for a non-refundable plane ticket depends on many factors. If the plane departed without a passenger, then the refund will be made depending on the fare. There is also such a thing as an involuntary return if the passenger was unable to fly due to a long screening or delay connecting flight. In this case, the money will be returned in full. If the passenger is late due to another kind of delay (was stuck in a traffic jam for a long time), then the carrier will refund from 70 to 100% of the ticket price, minus additional fees.

The full cost of the ticket can be obtained only in exceptional cases, which include:

• service class change;
• canceling the landing at the point where the aircraft was supposed to fly;
• aircraft type change;
• rescheduling or canceling a flight;
• serious illness, death of a passenger.

If the passenger independently refuses the flight, then only part of the money will be returned. You can calculate this part yourself, taking into account the policy of a particular airline. The price of any air ticket, both with the possibility of return and non-refundable, consists of several parts. These parts include the cost of the fare itself (the so-called freight charge), tax fees and various additional fees. Only the cost of the fare will not be returned to the passenger in case of cancellation, all other fees are refunded regardless of the reasons for not appearing on the flight.

Refund in case of late flight

For reference

the best Russian airlines recognized in 2019:

• Aeroflot;
• Transaero;
• S7 Airlines;
• Yamal;
• Orenair;
• Russia.

Whether the money will be returned if you missed the plane depends on the fare. Most of cheap flights on sale contain a special line, which states that a refund in case of no-show on a flight is impossible, but there are some nuances here. Do not puzzle over the question of whether the money will be returned if you missed the plane. You need to take action right away. The passenger will not be able to return the money spent on the ticket, but will be able to exchange it for a ticket of a higher class, paying the difference in price and a fine, which averages 60 euros.

Passenger's actions when wishing to return funds for a non-refundable ticket

• For starters, you should take care of the timely return of the ticket. Do this a day before departure, so you can avoid paying a fine, which is 25 percent of the price.
• It should be taken into account that if the passenger has valid reasons for canceling the ticket (illness, etc.), then the refunded amount will be higher than in case of refusal without valid reasons.
• Just give the ticket to the seller will not work. On many airlines, you will need to contact the carrier. So, when returning a ticket from Aeroflot, you will have to call the company's hotline. In case of buying a ticket through an agency, you can try to do it on the agency's website. The passenger loses a relatively small part of the cost of the ticket. It is covered by the cheaper price of the air ticket compared to buying the same ticket from an airline.

Details on how to return money for a faulty phone at the link

Do not be afraid of buying cheap air tickets, which are called non-refundable air tickets how to return the money for them you have already learned. This is a great opportunity to save money. In addition, it turned out that it is still possible to return them if necessary. To do this, it is worth arming yourself with knowledge of how you can get back part of the money spent or the full cost, and feel free to go to hand over tickets. In the question of how to return money for a ticket, victory will be won only when the passenger contacts the airline in a timely manner.
The video discusses the features of the delivery of non-refundable tickets

If you have any questions regarding the refund of money for tickets, write in the comments

E-ticket is convenient, profitable and modern way travel pass purchases. 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 mistakenly believe that the return e-ticket it is forbidden. 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.

• Read also:

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.

• Read also:

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.