Frequently asked questions

Service

• Information about the flight

  I have lost my boarding pass, I need to restore it for accounting department, how can I do it?

• Unaccompanied children

  Do you provide the service of accompanying for children?

  Can a minor child travel abroad unaccompanied by parents?

• Choosing a seat in the plane

  How to preselect a seat in a cabin?

• Дополнительное питание

  Как осуществляется возврат в случае отказа от услуги?

  Отличается ли питание на разных рейсах?

  Как узнать калорийность блюд?

• Общие вопросы

  Как приобрести дополнительные услуги к билету?

  Как конвертируется валюта, если оплата производится не рублевой банковской картой?

  Can I purchase additional services on subsidised flights?

  If there is a change in my flight schedule, how will I know about it?

  What are the possible ways to pay for an airline ticket?

  How can I change my personal account password on the airline's website?

  Is it possible to change passenger's personal data in my personal cabinet on the airline's website?

Passengers

• Booking

  When buying a ticket on an internal Russian passport, I accidentally entered personal data in Latin letters, will I be admitted for the flight?

  How can I make a voluntary ticket refund?

  How can I return money in case of delay, flight cancellation or health condition (involuntary refund)?

  I have left a request for a ticket refund in my account on the site (I have sent an application on e-mail), when I receive money on my card.

  How can I change my ticket for another date?

  I have made a 1 (2,3) mistake in name (surname), indicated the passport number, sex, date of birth incorrectly, what should I do and whether it is possible to make a remark in reservation with correct data.

  Как получить дубликат чека об оплате заказа, оформленного на сайте авиакомпании?

  Как уведомить авиакомпанию об отказе от перелета до вылета рейса?

  Where can I find out about refunds, exchanges and baggage allowances before booking my ticket?

  Why are ticket prices so low on some routes?

  Can I issue a ticket for subsidised round-trip flights?

• Registration

  When does check-in open and close?

  When does online registration open and close?

  Is online registration a chargeable service?

  I would like to check-in online but I have a baggage.

  Is it necessary to check-in online?

• Baggage

  Is it possible to take honey, jam, caviar, eggs, watermelon in hand luggage?

  Can passengers combine hand luggage, for example two bags - 15 kg and 5 kg?

  I am going to flight with a baby, may I carry baby food in a cabin and how to transport baby stroller?

  I have bought a ticket with no luggage, can I purchase additionally baggage seat at the airport?

  Is it possible to carry a baby stroller and a car seat?

  Is it possible to carry medical supplies in hand luggage?

  - How to arrange transportation of an animal?

  Can I carry alcoholic beverages in hand luggage?

  For what reasons does the Airline have the right to refuse to carry my pet in the cabin?

  How is the payment for the transportation of the animal calculated?

  Как перевозить музыкальные инструменты?

• Children

  Since what age can a child fly independently?

  Is a power of attorney required If a child who is less the age of 12 travels with a grandmother (uncle, aunt, relative, friend)?

  Can my two sons at age of 16 and 11 years old fly together?

  Does the airline provide a cradle for an infant?

Special offer

• Программа лояльности

  Что такое А-рубли и что я могу оплатить А-рублями?

  При каких условиях начисляются А-рубли?

  Как стать участником Программы?

  А-рубли не появились на счете?

  Что делать, если мои планы изменились, и я не могу воспользоваться авиабилетом, приобретенным с помощью А-рублей?

  Почему мне не начислили приветственные А-рубли?

  Как восстановить А-рубли за перелет?

  Как купить билет другому пассажиру с помощью своих А-рублей?

  Почему я не могу оплатить свой билет А-рублями?