Conditions and instructions for the return of tickets for an S7 flight purchased online. How to return a non-refundable plane ticket? Is it possible to return s7 tickets

Since this is the cheapest fare, the ticket is considered fully non-refundable. It is possible to change the date, flight number, route, but with the condition of additional payment.

• If there are more than 40 minutes left before departure- 3,000 rubles. for flights within Russia, 60 euros for international flights.
• If less than 40 minutes- 5,000 rubles. in Russia, 80 euros - abroad.

You can choose a higher class fare by paying the difference in price.

Economy Flexible (YF)

This fare allows you to change the date of departure without paying fines, but if the ticket price is more expensive, the difference must be reimbursed. If the passenger completely refuses the flight or is late for the flight and does not want to change the date, you will have to pay all the fees, and there are a lot of them:

• airport taxes;
• fees for unused sections of the route;
• ticket issuance fee;
• dachshund YR.

Only the YQ tax is issued for refund.

When exchanging a ticket, it is possible to change the fare to a higher one by paying the difference.

Business Basic (CB)

The fare is completely non-refundable. To change the flight if the passenger missed the plane, you need to pay fees.

• If more than 40 minutes before departure, the penalty is 5,000 rubles. for flights within Russia, 80 euros for international flights.
• If less than 40 minutes- 7,000 rubles. in Russia, 110 euros abroad.

Business Flexible (CF)

Within the framework of this tariff, you can change the flight, departure date, without paying any fees. You will have to pay extra if the chosen option is more expensive in price. If it is impossible to make any air flight, only the YR tax is issued for refund.

In any case, a full refund is possible if you cancel your flight no later than 24 hours before departure. Once check-in is completed, the ticket cannot be returned.

If the flight was partially completed, the corresponding incomplete amount will be refunded.

When can I get a refund?

There are certain conditions under which the ticket price will be refunded in any case, regardless of the fare booked.

1. the flight was canceled or rescheduled by the decision of the airline;
2. the original route of the flight has changed;
3. there was not enough space, according to the class selected on the ticket;
4. the aircraft returned to the airport without reaching the destination;
5. the flight from the connecting airport was not organized;
6. landing at an airport not provided for on the route.

In what cases will it be denied?

The money for the purchased ticket cannot be returned if the ticket was originally non-refundable and there were no serious reasons for this return. This applies, as a rule, to voluntary refusals of passengers from air travel.

Passengers who come to check-in in a state of intoxication may be left without monetary compensation.

Can I return a non-refundable ticket?

If the ticket is non-refundable, in accordance with paragraph 2 of Art. 108 of the Air Code of the Russian Federation, it is possible to return the ticket price only for the following reasons:

• Serious documented illness. The passenger must inform the airline in advance that they will not be able to fly.
• Passenger death. In this case, the return will be received by his relatives.

Forced reimbursement of the cost of the service

There are cases when the airline is forced to make a refund to the passenger, as it cannot provide properly paid services.

For example, you have to make an involuntary refund for the service of choosing a place superior comfort in the event of a transfer of a passenger in flight to a seat of a lower class for safety reasons. This may also be the case in the event of a flight cancellation and an aircraft change.

To claim a refund, you must:

1. You can fill out an application on the website or contact the nearest S7 Airlines office by presenting a copy of your boarding pass.
2. When changing a seat on board, you must put a corresponding mark on boarding pass. This can be done by a flight attendant.

Refund is not possible if the passenger's class has been upgraded.

If a passenger purchased a ticket with miles, they must also be returned upon return.

If you find an error, please highlight a piece of text and click Ctrl+Enter.

For those who want to save money on flights, airlines offer so-called non-refundable tickets. They are much cheaper than regular ones. However, if a passenger wants to return such a ticket, change the departure time or reissue the ticket to another person, as a rule, he will either fail, or the seller will make him pay twice. But there are exceptions to every rule...

When purchasing a non-refundable ticket, a passenger must be sure that he will be able to use it. Otherwise, the trip will not take place, and the money will remain with the seller. But there are situations when the airline is obliged to return the money to you.

In what cases can I return a non-refundable ticket?

For reference:

Until April 2014, any air ticket could be returned 24 hours before departure and refunded. Even if the passenger returned the ticket on the day of departure, the airline retained only 25% of the ticket price.

Amendments to the law (Air Code of the Russian Federation) made it possible to conclude an air transportation agreement between a passenger and a carrier, which provides for a condition on the non-refund of the carriage fee upon termination of this agreement at the initiative of the carrier (Article 107 of the Civil Code of the Russian Federation) or the passenger (Article 108 of the Civil Code of the Russian Federation).

A passenger can return a non-refundable ticket and receive money for it in the following cases:

• illness of a passenger or illness of a member of his family, a close relative, who carry out a joint flight with the passenger;
• death of a passenger's family member or close relative;
• non-fulfillment or improper fulfillment by the airline of obligations under the passenger air carriage agreement.

However, in order to return a "non-refundable" ticket on the above grounds, these grounds must be documented.: medical document (certificate), telegram, etc.

Everything according to the law

According to paragraph 2 of Art. 108 of the Air Code of the Russian Federation, the passenger is always refunded the carriage fee paid for air transportation, if we are talking about cases of “passenger forced refusal of air transportation due to illness of a passenger or a member of his family or close relative traveling with him on an aircraft, which is confirmed by medical documents, or in connection with the death of a member of his family or close relative, which is documented.

According to paragraph 3 of Art. 108 of the Air Code of the Russian Federation - family members are spouses, parents and children (adoptive parents and adopted children), and close relatives - grandfathers, grandmothers and grandchildren, full and half brothers and sisters.

Important! When buying a ticket from a foreign airline, it is sometimes impossible to refuse a non-refundable ticket and receive money due to illness. In Europe, it is customary to insure your life and health. The money for the canceled flight will be returned to the European passenger in case of his illness by his insurance company.

How to proceed to return the money?

For reference:

The requirement for the return of the carriage fee is presented in the manner prescribed by the rules of the carrier, and the contract for the carriage of passengers by air, the contract for the carriage of goods by air, in accordance with Art. 234 of the Order of the Ministry of Transport of Russia dated June 28, 2007 N 82 "On approval of the Federal Aviation Regulations" General rules for the air transportation of passengers, baggage, cargo and requirements for servicing passengers, consignors, consignees ".

• Before your flight departs, notify the carrier that you cannot fly. Send a notification email. Or call the hotline and let them know.
• Collect evidence.
• Record the fact of the disease in a medical institution - consult a doctor and get a certificate. Preferably with the signature of the head physician of the medical institution. If illness (death) overtook a relative who was supposed to fly with you, similar documents must be made for him.
• Write a letter to the airline. Explain the situation, demand a refund Money based on certain circumstances. Attach a certificate, photocopies of air tickets.
• The airline's rules usually specify how long they consider refund requests (for example, up to 30 days). If there is no deadline in the rules, write that you are waiting for a response within 10-14 days.
• Send the appeal by mail, by registered mail with a list of attachments and acknowledgment of receipt. This is necessary so that in the future you do not have to write a claim.
• If you are applying in person, please submit in duplicate. Require that your copy be stamped with incoming correspondence.
• If the appeal remains unanswered, the money was not returned to you, file a lawsuit.

Important! If you purchased non-refundable tickets as part of a tour, ask the travel agency to return both the money for the tickets and the cost of the tour package that includes them.

Deadlines for filing notices and appeals

How to understand that the tariff is non-refundable?

For reference:

Airfare = fare + fees and charges.

1) Tariff is the cost of the flight as set by the airline. The cost of the flight depends on the length of the route, booking class and season.

2) Fees and taxes. Taxes are airport charges for ground handling of aircraft - fuel, insurance and service. Has the price of fuel changed? Consequently, the price of the ticket has also changed.

Tariffs are described in the rules posted on the seller's website. Tariff information is usually provided in English.

phrase Ticket is non-refundable says it's non-refundable. That is, cancellation by a passenger of a trip or failure to appear for boarding without a good reason are not grounds for returning a ticket.

When buying, pay attention to the possibility of canceling or rescheduling a flight - sellers of non-refundable tickets often set rules according to which a fee must be paid for changing the time, departure date or name on the ticket, at a cost comparable to the price of air travel.

The following phrases may also appear in the rules:

1. Changes not permitted - the ticket cannot be exchanged
2. Changes any time charge EUR 100.00- the ticket can be exchanged for an additional fee, for example for 100 euros (the amount depends on the airline).
3. Name change not permitted- You cannot change the name on the ticket.
4. Were fare is non-refundable any time in this case YQ/YR surcharges are also non-refundable.— It is impossible to refund taxes (YQ/YR) if the ticket fare is non-refundable.

• For Russian airlines, these tariffs are usually indicated by words like "Economy", "Standard", "Basic", "Promo".
• Sometimes non-refundable tickets are sold during promotions airlines.

If you are not sure that you can absolutely use a non-refundable ticket, it is better to buy a regular ticket that can be returned.

Attention! You can return some of the money without even having a good reason.

One day in the cold winter season, namely April 22, 2010, I bought a ticket for flight 964 on the Pavlodar-Moscow route on the S7 Airlines website. Departure date May 29, 2010, booking class - economy V. Issue price - 13,962-55 rubles (and then S7 on the itinerary receipt indicated the amount of only the fare and taxes, the amount of fees was not prescribed, but, of course, debited).
But on May 3, I don’t remember why, I had to return the ticket. I must say that this was my first ticket refund experience, so I called the S7 contact center and consulted on this issue. They explained the procedure to me and sent an application form for the return of the ticket to my e-mail address. At the same time, the operator girl explained that the refund period is about a month (I will return to this later).
On the same day, I filled out an application for a refund and sent it to the contact center.

According to the terms of the ticket I bought, returning the ticket more than 24 hours before the departure time meant a full refund minus a fixed payment of 600 rubles in the form of an additional fee for issuing a refund. As a result, according to my calculations, I should have received back 13962.55-600 = 13362.55 rubles.
At the end of May, a refund was made to my bank card account. However, instead of the amount indicated by me, only 9688 rubles were received, that is, 3674.55 rubles have sunk into oblivion.
I received a bank statement on the return of funds only after June 2, plus, apparently, there were some other things that distracted me from dealing with this issue. In general, only on July 1, 2010, I turned to the airline's website using the feedback form. I described the situation and asked for clarification, instead of the prescribed 13,022 rubles (I did not add a fee of 340-55 rubles, which was not indicated on the printout of the itinerary receipt electronic ticket, although now I understand that I should have done it!) I was returned 9688 rubles.
The same evening I received an email:

Good afternoon!
In case of a refund according to your tariff, 600 rubles are withheld, and 25% of the paid tariff is also withheld.
Sincerely, [name of S7 Airlines contact center operator]
S7 Airlines Contact Center

But this explanation contradicted the conditions of the fare prescribed in the ticket I bought. Excerpt from the conditions of the tariff:

Full refund of unused fare: No penalty for returns more than 24 hours prior to departure time. With a charge of 25% of the used fare if returned less than 24 hours before departure time. An additional fee for issuing a refund of 600 rubles at any time.

Everything is spelled out clearly and clearly. And it turns out that the settlement with me was made, as with a passenger who returned an unused ticket less than 24 hours before the departure time. This is despite the fact that I returned the ticket on May 3, 2010, while the departure date on May 29, 2010 is 26 days before departure!

This time I did not write anything, but called the contact center. On the other side of the connection, I was again told that 25% of the tariff was withheld from the refund. When I objected that this was contrary to the terms of the ticket I had in my hand, I was switched to another person who, as I was told, specializes in returns (unfortunately, I never remember, let alone write down the names of operators, now I, Of course, smarter and try to do it). The second operator repeated the words of her colleague that 25% had been deducted from me. When I began to specifically object, I was switched to a third person. Apparently, it was a senior shift or something like that, which, by rank, can talk to customers in an impatient tone (unlike ordinary operators, whose conversation with interlocutors calling the contact center is always recorded; this one may not is recorded). In general, the woman impatiently repeated the words of her employees, stressed that everything on their part was done legally and, if something does not suit me, I can apply in writing with a material demand.

With written appeals, on the one hand, it is more legitimate - in which case you can present some evidence. But, on the other hand, this is not a call to the contact center for you - here everything needs to be backed up with pieces of paper: copies, bank statements and other documents.
At first I said to myself - to hell with these more than three thousand rubles, all the same, my every sneeze (I apologize for such a pun) was then paid by the employer. But then I got angry: you know, from each they will not return three thousand to return, and you can make a decent fortune! And besides, the refund lasted almost a month - he applied with a statement on May 3, and the money was transferred back on May 31. They warned that the return period is about a month. But why does the procedure take a whole month? They are simply not withdrawn from the airline's financial turnover for another three extra weeks, in turn making some money for it. After that, I had a refund experience with KLM - the national carrier of the Netherlands. It would seem that the money is being returned from abroad. And they returned on the third day!

In general, I decided to fight for my hard-earned 3334 rubles (again, I did not count the fee that was not indicated in the printout of the itinerary receipt, but, I repeat, I already understand now that it was necessary to count!). The difficulty was that since November 2008 I have been living and working in Pavlodar. Here we have a representative office of a company headquartered in Maykop. My employer is in Maykop. All my bank accounts are opened in Maykop. Accordingly, a bank statement, which needs to be supported by a material claim, can only be taken in Maykop. So what? Because of the discharge, specifically fly from Pavlodar to Maykop?
In general, of course, I didn’t go on purpose. I was able to issue an extract only in September. And on September 29, 2010, I sent a material claim to the address of Siberia Airlines OJSC, backed up by the following documents:
1) a copy of the itinerary receipt of the electronic ticket (which has been returned);
2) bank card account statement as of the date of debiting funds for the ticket;
3) bank card account statement as of the date of receipt of the returned funds;
4) a copy of the application for the return of the ticket.
I sent all this to the address of Siberia Airlines OJSC in his name CEO registered mail with notice.

And what do you think?
Even the notification of the delivery of correspondence has not yet returned to me, and the requested 3334 rubles have already been returned to my current account!

In general, in this regard, S7 Airlines is a big failure!

So, whoever considers himself right in any controversial issue - forward with documents to defend their rights! And when it comes to the money issue - even more so. Even if the result is negative, you can be sure that you did everything right!

and on the ticket it was indicated that it was "refundable" or another indication - "non-refundable"? The essence of a “non-refundable” ticket is that it is sold at a greatly reduced price, but cannot be exchanged or returned at the initiative of the passenger.
Karhu Boris

In the event of a passenger's illness and if he confirms this with documents, the money is returned to him in any case. No matter how the ticket is returnable or non-refundable.

"Article 108
1. In case of refusal of a passenger from air transportation for reasons not provided for in paragraph 2 of this article, refund to the passenger of the carriage fee is carried out in the following order:
1) if a passenger has concluded an air carriage agreement for a passenger that provides for a condition for the return of the carriage fee upon termination of the passenger air carriage agreement, the carriage charge paid for air carriage is returned to the passenger (with the exception of the amount of the carrier’s expenses actually incurred by him and related to the fulfillment of obligations under the air carriage agreement passenger) provided that the passenger has notified the carrier of the refusal of air transportation no later than twenty-four hours before the end of the check-in time for the flight specified in the ticket, established in accordance with federal aviation rules;
2) if the passenger has notified the carrier of the refusal of air transportation in violation of the deadlines established in accordance with subparagraph 1 of this paragraph, before the end of the check-in time for the flight specified in the ticket, established in accordance with federal aviation rules, the passenger shall be refunded the carriage fee paid for air transportation with the recovery of a penalty in the amount of twenty-five percent of the carriage fee paid for the air carriage of the passenger and the amount of the carrier's expenses actually incurred by him and related to the fulfillment of obligations under the passenger air carriage agreement. The carrier has the right to reduce the amount of the specified penalty;
3) if the passenger has notified the carrier of the refusal of air transportation after the end of the check-in time for the flight indicated in the ticket, established in accordance with the federal aviation rules, the carriage fee paid for air transportation is not returned to the passenger;
4) if a passenger has entered into a passenger air carriage agreement providing for the condition of non-return of the carriage charge upon termination of the passenger air carriage agreement, the carriage charge paid for the air carriage of the passenger is not refundable, with the exception of unused amounts charged by the carrier in favor of other organizations in accordance with the legislation of foreign states , from the territories, on the territory or through the territories of which the air transportation of the passenger is carried out.
2. In case of involuntary refusal of a passenger from air transportation due to illness of a passenger or a member of his family or a close relative traveling with him on an aircraft, as evidenced by medical documents, or in connection with the death of a member of his family or close relative, which is documented and notification of the carrier about this before the end of the check-in time for passengers specified in the ticket, established in accordance with the federal aviation rules, or due to a delay in the departure of the aircraft, other actions (inaction) of the carrier provided for by the federal aviation rules, entailing non-fulfillment or improper fulfillment of obligations under a passenger air carriage agreement, the carriage fee paid for air transportation is returned to the passenger.
3. For the purposes of paragraph 2 of this article, family members are understood to be spouses, parents and children (adoptive parents and adopted children), close relatives - grandfathers, grandmothers and grandchildren, full and half brothers and sisters.