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

  How is a refund processed if you cancel a pre-paid in-flight meal service?

  Are the meals different on different flights?

  How can I find out the calorie content of the meals?

• Общие вопросы

  How do I change the contact details of a passenger in a booking?

  How do I purchase additional services to my ticket?

  How is currency converted if payment is made with a non‑ruble bank card?

  Is it possible to purchase additional services on subsidized 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.

  How can I get a duplicate receipt for an order placed on the airline’s website?

  How can I contact the airline to cancel my flight before it departs?

  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 can I move 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?

  How to transport musical instruments on a plane?

• 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?

  Is it possible to accommodate passengers with children under the age of twelve in adjacent seats without charging an additional fee?

Special offer

• Программа лояльности

  What does the Profi level offer and how do I activate it?

  What are A-roubles and what can I pay with A-roubles?

  Under what conditions are A-roubles awarded?

  How do I become a member of the Program?

  What should I do if A-roubles haven’t appeared in my account?

  What shall I do if my plans change and I can't use the ticket purchased with A-roubles?

  Why haven’t I received my welcome A-roubles?

  How do I restore A-roubles for a flight?

  How can I buy a ticket for another passenger using my A-roubles?

  Why can’t I pay for my ticket with A-roubles?