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.
Ticket exchange
Voluntary amendment of the contract air transportation 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 tariff exceeds the amount of the tariff at which it was originally ticket purchased, the difference is paid by the passenger in full.
Passenger order additional service no later than 4 (four) hours before the scheduled flight departure time specified in the ticket, it is possible 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.
Today, you will not surprise anyone with purchases via the Internet, and you can buy everything: from real estate to food. This fact has not bypassed the purchase through websites and air tickets. But what if your flight is canceled due to unexpected circumstances. In this case, it will be necessary to return the purchased ticket, but how to do this correctly?
If everything is clear with the ticket offices - he came up and handed over, presenting documents confirming your identity, then how to hand over e-ticket on a plane purchased via the Internet, correctly, without visiting the ticket office.
- Consultant. If there is an online consultant on the web resource where you purchased the ticket, with whom you can talk via chat, then, first of all, you can ask him what to do and how best to do it for your own benefit - that is, with minimal losses. Do not be afraid to provide an email address during the survey, contact number, if you are asked in the process of communication.
- Website Phone. You can seek advice on telephone number on the website about what you will be charged for the return.
- Air carrier. You can also contact the air carrier's office by calling the phone number for detailed advice in order to return tickets purchased via the Internet. In this case, you must specify the details of the passengers whose tickets you will return. One has only to clarify the commission of the air carrier and the amount of the fine that will be taken from the return of air tickets. It is individual for each carrier, so you should pay attention to the commission.
- Travel agency. If the flight must be carried out through a tour package, then the ticket is returned through a travel agency and an airline agency, but in this case the tour trip will be canceled. It should be borne in mind that here the fine will be higher, and in some cases the ticket simply cannot be returned. The latter is often indicated in the conditions for purchasing a ticket from an agency. But the money is not returned immediately, but after a certain time.
We return tickets correctly
When purchasing a ticket via the Internet or at ticket offices, carefully study all the terms and conditions of the agreement, and purchase tickets only on trusted web resources.
It is worth noting that a copy of the electronic version of the ticket is not sent anywhere, as this will not play a special role.
Forced return
There are cases when it is urgently necessary to return the ticket. This happens only in the event that unforeseen life situations arise for passengers, plans change, difficulties arise with well-being, etc.
This option involves the return of the ticket, which is accompanied by the presentation of documents that will confirm a "significant change of plans", for example, you were denied a visa, a paper from the hospital about the necessary hospitalization and other force majeure circumstances.
For an involuntary return of tickets, you must present your passport, card number and a document indicating the reason for the return.
To return e-tickets, you must present your passport and receipt of purchase, as well as provide all the necessary contact details
If you happen to be charged high commissions and penalties, study the contract at the time of purchasing the ticket.
If the commission is charged higher than indicated, it is better to file a lawsuit in court or complain to the airline.
Ticket refund cases
For health
If it happens that you are hospitalized shortly before the flight, and as a result, the flight is canceled, what should I do?
To do this, you need to provide a certificate of hospitalization or any other document confirming the impossibility of flying. This allows you to return the ticket with the least loss for you, since the return will be tantamount to being forced.
If you have been denied a visa
The situation with visa refusal is typical and often happens before departure. With the least loss for you, you can also make a refund, for this you must have a passport, card account and a document confirming the refusal of a visa. Moreover, if a visa is delayed, you should take a certificate of delay with which you can or hand them over.
If trouble happened to a close relative
You are allowed to make an urgent ticket refund or change the departure date to another one with the lowest costs. This requires documents, as well as a death certificate.
If the reason is completely different and is not included in the list of the above, the return of the ticket is also possible, as well as booking a flight for other dates, but in this case, fines will be charged several times more. To return or rebook a ticket, you need to take your passport, international passport, visa (if necessary) and account number for the company to transfer money with you.
When purchasing a ticket via the Internet or at ticket offices, carefully study all the terms and conditions of the agreement
Flight canceled or postponed indefinitely
This option involves the return of the ticket without commission. To return your ticket, you will need your passport and air ticket. If the ticket is electronic, you can provide a proof or receipt of purchase.
Finally
When making purchases online or offline, remember that you should always read the contracts and all instructions that the company provides. If you don't understand some of the nuances, it's better to ask again and clarify. You can also immediately ask a question about a possible sudden return of the ticket.
If the salesperson doesn't tell you what to do, or dodges questions, you should look for reputable airline ticketing websites or buy from airlines or agencies.
Reading time: 5 min
If the flight is canceled due to various circumstances, it becomes necessary to return the money spent on the purchase of the ticket. It is important to consider the basic rules for returning travel documents purchased online.
Dear readers! Each case is individual, so check with our lawyers for information.Calls are free.
When is the ticket returned?
The full cost of the ticket will be refunded to the passenger in the following cases:
- due to the cancellation of the scheduled flight by the airline;
- official denial of a visa to a passenger. At the same time, it is necessary to document this and provide a copy with a refusal of a visa;
- illness of a passenger with involuntary hospitalization. Airlines are presented under the signature of a doctor;
- death of a passenger or loved one(wife/husband, parents, children).
Each of these options is considered individually.
Non-refundable tickets
There is a category of tickets that are called "non-refundable". When buying these, pay attention to the “Non Ref” icon. They are affordable and scatter among those who want to make a flight in a matter of hours, or even minutes.
For such travel documents, money is fully refunded only in the above cases in accordance with paragraph 2 of Article 108 of the Air Code of the Russian Federation. An involuntary refund must be reported before the end of check-in for the flight 24 hours before departure. The carrier is presented with documents confirming force majeure.
If the time is delayed and the passenger is warned that the passenger is postponing the flight less than a day in advance, then the airline will pay the passenger the full cost minus 25% for transportation costs.
E-ticket refund algorithm
To return tickets purchased via the Internet, you must perform the following steps:
- Go to airline website and in the "Personal account".
- Find your flight ticket in the "Booking" section.
- Read the instructions for the return of the ticket.
- Fill in for return and attach scanned passport photo pages to it.
- Select "Cancel" or "Return" button. Then follow the return policy that will be offered.
If there is no “Personal Account” on the site, you need to find support services on this resource, call them and listen to instructions on how the travel document is returned.
You must include in your application:
- purchased ticket number;
- Reservation number;
- departure time;
- day of departure.
Time, airline, fare
There are several reasons why a passenger will be able to receive their own in whole or in part. Here are the most significant:
- Depends on how much time is left before the start of the flight. The earlier the ticket is returned, the less problems the passenger experiences in connection with this. If a person has notified of his cancellation of the flight more than a day before departure, with a greater degree of probability he can count on a refund of the full cost of the boarding pass. At the same time, it is not charged fees that are indicated in the airline's fares. If less than a day remains before the departure of the aircraft, then, as mentioned above, the passenger can only count on 75% Money from the cost of your ticket. When there are three hours left before the plane takes off, the cost of refunding the fare is significantly reduced.
- Since each carrier has its own conditions for returning tickets, a lot depends on the airline. in which the boarding document was purchased.
- From the cost of the air ticket or fare. The advantage here, first of all, is for business class passengers and premium category ticket holders. Since the price for such travel documents is initially high, the fines are minimal. If you need to issue a refund for an economy class ticket, then a partial cost of the boarding document is refunded, minus the fuel surcharge, airport taxes, and agent services. It should be borne in mind that a number of low-cost airlines that provide their passengers chip flights It's almost impossible to get a refund for them.
The money for the travel document is returned by the airline with which it is booked.
How to make a return?
The need to return train tickets can arise for each person. But this is not a reason to panic and get upset, since the Ministry of Transport provides for the possibility for a passenger to receive 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 tickets, but only to the extent that is regulated by law. Attention: when returning tickets, you will receive an amount that depends on the time before the departure of the train.
Rules for the return of tickets purchased via the Internet
If the registration procedure has been completed, then for the return you need to consider that the operation can be performed no later than one hour before the departure of the train. Unfortunately, you will not be able to do this from your personal account, so you need to arrive at the station of the starting point of the route and make a refund at the box office.
In the event that you ordered and paid for several tickets, then you can return all or part 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 necessary receipt from the site and print it out. After you have completed all the necessary operations, a message will be sent to the phone number specified during registration indicating the amount, method and term for receiving money.
Rules for returning a ticket purchased in paper format
Paper tickets are only available at the box office. railway station. In order to receive a refund and return an unused ticket, you need to present to 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 cash will be returned to you, if by bank card, the amount will be transferred to it.
Rules for returning 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 provided when registering the order). You can do this through Personal Area Online.
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 a ticket was purchased for the direction Moscow-St. Petersburg, then you need to 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 that the payment was made.
The term and method of refunding money for returned tickets depends on how you paid for the purchase.
What amount is returned?
In accordance with the rules established by the Ministry of Transport of the Russian Federation, when returning tickets, you receive a refund of an amount less than the initial cost. When calculating the refundable amount, the following is taken into account:
- Mandatory collection of Russian Railways - the amount of the fee is two hundred and three rubles fifty kopecks (data are valid until the end of 2019);
- Commission of a financial institution, or payment system, the services of which you will use to process the return;
If you return the ticket through the cashier, you will not receive the full cost of the tickets back.
It is worth noting that you can also exchange the purchased ticket.
Rules for the return of tickets after the departure of the train
Often there are situations when a passenger is late for a train, or cannot make a trip for personal reasons, but did not have time to return a ticket within the above time limits. 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 only be done at the box 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.
Our time is the time of progress and new technologies. The Internet doesn't surprise anyone anymore. Travelers all over the world, in order to save their personal time, as well as nerve cells, which, as you know, do not recover, prefer to hustle in queues and purchase air tickets using the global network. What could be more comfortable than leaning back in your chair, opening a computer, organizing a search for the direction you need and the inexpensive cost of a ticket?
After acquiring a treasured ticket that opens up the expanses of travel, we can often face insurmountable events that can interfere with our trip. It can be anything, an illness, an urgent call to work and other force majeure situations due to the fault of which, say, a vacation is postponed. The question arises - how to return the ticket? What needs to be done for this, what actions, and in general, how much is it possible to return tickets purchased through the global network, that is, the Internet.
What ticket do you have?
Returning tickets is often no more difficult than returning tickets purchased at the box office. The scheme is basically the same. If the ticket is marked "Non Ref", then prepare for the worst, because this is a non-refundable ticket. They are sold, both at the box office and via the Internet, by budget airlines. You don’t need to look far for an example, the well-known Pobeda is a low-cost airline, that is, a budget airline. The “Non Ref” mark is always marked on the ticket, so be careful when issuing an electronic ticket, and even more so when refunding its cost.
But back to our topic, a full-fledged air ticket purchased online is refundable. For return conditions, The best way go to the official website of the air carrier or call the technical support of the company whose services you planned to use. Please note that air carriers return funds according to the basic principle - apply earlier, simplify the procedure. An important note about this process is that the more the ticket costs, the easier it will be to return it. For example, you bought a seat in business class, but could not fly, compensation in 95% of situations is not a burden, companies arrange it quickly. What can not be said about budget airlines, where the procedure is sometimes delayed.
Air carriers often arrange promotions, sales, in which case a return is unlikely - one of the conditions that you need to pay attention to. There is a way out of this situation, companies can offer an exchange for another flight. All information lies in the transaction, read, study, this approach will allow you to be prepared for a force majeure situation.
The decision to return the electronic coupon as soon as possible will affect the procedure for reimbursement of the funds paid:
1. If you rent in a day or less, you can expect to receive a 100% refund, only a commission is withheld. Some airlines may require you to pay a fine, thereby withholding various fees.
2. If on the day of departure of your flight, you change your mind about flying, then fill out an application 4 hours before check-in. In this scenario, the passenger has the right to expect compensation of 75% of the final price.
Note that if you are late for the airliner or, for example, did not miss the security service, a return is possible even after the departure of the aircraft. Transferring the shipment to another date is more profitable than issuing a return at the place.
The process of reimbursement, paid funds.
Tickets purchased via the Internet do not need to be sent to the box office, where the issue is resolved on the spot. To the question "how to return?" The website of the air carrier or travel agency whose services you planned to use will answer you. All you need to do is find the necessary section, fill out an application for a refund, attach a copy of an identity document (Russian passport is the best tool for this action). Site technical support may ask you to send a scan via e-mail.
As another option, you can directly contact the airline or tour operator to request a refund, money paid, or a postponement of the departure date. There is no need for embarrassment here, this is a common story for companies. According to statistics, one hundred customers apply for the return or reschedule of the shipment per day.
If you purchased the coveted ticket through travel company So they need to write a claim for a refund. As usual, the money goes to their account, then they send it to you. The application must be submitted by the person who purchased the tickets, or you can do it by proxy.
The question "When will the money be returned?" sometimes stands alone for the client. Here you need to take into account many factors, for example, the services of which company you decide to use, the timing of the application, the method of payment. How to check the progress of the process will be prompted by the technical support of the company you contacted.
Funds can be reimbursed in several ways: in cash, to a bank card, calculator or electronic wallet.
To speed up the process of refunding to a card or account, you need to specify: the full name of the recipient, the person who purchased the ticket, TIN, the name of the bank and the client's current account, the TIN of the bank and its correspondent account.
Did you buy with an e-wallet? Then indicate the full name, again, of the person who purchased the ticket, the wallet number, and the system (Webmoney, RBK Money, etc.).
An important point is that after you have submitted an application for a refund, the places assigned to you will be returned to sale. You can't change your mind once you've submitted your application. How to return an application? Do not try, the air carriers are strict with this.
As you can see from what is described in this chapter, the procedure for returning money is not as difficult as it might seem at first glance. In most cases, an air ticket purchased with a card or purchased from an electronic wallet is refundable.
Forced or voluntary return.
Many airlines rely on the reason for the announcement. For example, if your decision was influenced by the state of health of your or a loved one, it is better to stock up on a referral from the hospital or the medical institution where you applied. If necessary, they can send it to you by mail, we think you will figure it out how to print this certificate. This, firstly, should affect the compensation of money, secondly, speed up the process, thirdly, the chances that they will return 100% of the cost are very high. Large companies usually pay attention to the direction and thus return 100% of the amount.
Important reminder.
Having considered this topical issue, it is important to remember some rules.
1. The process of returning an electronic and ordinary ticket purchased at the box office is almost identical. You need to contact the company where the purchase was made.
2. Voluntary cancellation of the flight means that if the passenger wishes to return his finances, then the application must be submitted no later than one day before the flight check-in. This option will make it possible to return 100% of the cost.
3. Companies are more accommodating when it comes to expensive tickets. It is not known whether the established rule, or such is the mentality Russian companies, but refunding money for a business class ticket is much easier than an economy class ticket, say, from Pobeda, a low-cost airline.
4. An involuntary refusal due to circumstances beyond the control of a person must be confirmed by a document, in connection with which the passenger will not be able to board the airliner. As we described above, if the reason is health problems, get a certificate, attach it to the application. A day before registration, apply for a refund and 100% of the amount will be returned to you in your pocket. This is done by 95% of air carriers and tour operators.
5. It happens that the flight is canceled due to the fault of the airline or the airport. Here, be calm, the money will definitely be returned to you or another flight will be offered.
Also, when buying a ticket, you should pay attention to several nuances that can later help save your money.
1. Before making a booking via the Internet, study the contract and the attached instructions on the official page of the air carrier or tour operator. Usually the most sacred can be found here, which will allow you to quickly navigate the return procedure.
2. When you already know that you will definitely miss your flight, whether it be forced or voluntary circumstances, file an application for compensation as soon as possible.
3. Check the completed data.
4. Saving time is not an unimportant aspect. It is better to trust trusted companies.
5. Don't worry if you buy a ticket a few months before departure. The refund process is the same everywhere. The difference is not significant, whether you bought a baseball cap or a plane ticket.
Conclusion.
Humanity is constantly in a hurry, worries, panics. All processes on Earth are regulated. And what about the refund of money for the purchased ticket. No more difficult than returning jeans. How to check the possibility of a return, we described above - study the instructions, or even easier, call the technical support services, where specialists will answer any question of interest. Order, reserve air tickets and go travelling, don't worry that you won't get your money back, if you change your mind, they will!
