You can refund the money for the tickets or exchange tickets for another flight, if the conditions of the tariff allow it.
The return of the ticket means the termination of the air carriage agreement on the flight indicated on the ticket.
Ticket refund is possible during the expiration date of the ticket – within 1 year from the date of issue of the ticket and is carried out at the place of purchase.
The conditions for the return of the ticket depend on the reason for the return and the fare according to which the carriage was issued.
A forced ticket refund is a refund for reasons that arose regardless of the passenger's will. The list of reasons is established by the Federal Aviation Regulations "General Rules for Air Transportation of Passengers, baggage, cargo and requirements for passenger service, shippers, consignees", approved by Order of the Ministry of Transport of the Russian Federation dated 06/28/2007 No.82., paragraphs 227-228).
What is included in the list:
The forced refund of the ticket due to the passenger's illness is made on the basis of one of the medical documents submitted to the Airline or the agency that issued the ticket confirming the contraindications to the flight:
Copies of the passenger's disability certificate (copies of the electronic disability certificate), which are stamped and signed by the responsible persons of the medical institution (chief physician / head. department / attending physician), as well as the seal of the medical institution or the seal and signature of responsible persons from the place of work (HR department / accounting department), as well as the seal of the organization. With the attachment of a certificate issued by the personnel department confirming the existence of an employment relationship.
Information about the facts of providing false documents is subject to transfer to the police authorities of the Russian Federation in order to conduct an audit and bring the perpetrators to criminal responsibility.
Where is the ticket issued?
Refunds for air tickets paid for on the Severstal Airline's website with a bank card are made back to the card from which the ticket was paid within 10 banking days, depending on the issuing bank.
If for some reason it is not available for you to apply for a refund through the website, then download the application form. Send a scanned copy of the completed application, the passenger's passport and the necessary documents by e-mail tickets@severstal-avia.com . If the refund is made not by the passenger, but by another person by proxy: it is necessary to present a notarized power of attorney to apply for a refund of the ticket price in connection with the forced refusal of transportation. Within 10 banking days, the funds will be transferred to the payer's card, unless otherwise provided. If it is necessary to obtain additional data from the passenger, the refund period may be extended.
The original application must be sent by simple mail to the address: 162693, Russia, Vologda region, Cherepovets district, Botovo village, Airport addressed to the chief accountant — Travnikova E.V.
You need to contact the airline's ticket office located at Cherepovets airport, fill out an application for a forced refund, present your passport, air ticket, receipt and provide all necessary documents to the application in case of illness or death of a passenger or close relatives. If the payment for the ticket was made by bank card, you must present this card for a refund.
If the refund is made not by the passenger, but by another person by proxy: it is necessary to present a notarized power of attorney to apply for a refund of the ticket price in connection with the forced refusal of transportation.
at the place of purchase of the ticket. Please note that agents may charge additional service fees, which are non-refundable, unless otherwise provided by the agency's rules.
Is there no way to fly out?
Remove your seats before departure of the aircraft in order to further use the exchange/refund of the ticket in accordance with fare application rules
A passenger's refusal from air transportation in cases that do not fall under forced is classified as voluntary.
The refund is made in accordance with the conditions of application of the selected tariff
Where is the ticket issued?
You can make a refund yourself through the "My Order" service.
We recommend that before making a refund, make sure that the ticket can be refunded and check the conditions of your fare
Refunds for air tickets paid for on the Severstal Airline's website with a bank card are made back to the card from which the ticket was paid within 10 banking days, depending on the issuing bank.
If, for any reason, the refund on the Airline's website is not available for the passenger, then you can fill in:
Send a scanned copy of the completed application, the passenger's passport and the necessary documents by e-mail tickets@severstal-avia.com . If the refund is made not by the passenger, but by another person by proxy: you must present a notarized power of attorney to apply for a refund of the ticket price. In this case, the refund period may be extended.
The refund of the ticket paid at the ticket office of Cherepovets Airport is made only at the same ticket office.
When contacting the cashier, you must have it with you:
If the refund is made not by the passenger, but by another person by proxy, then it is necessary to present a notarized power of attorney to apply for a refund of the ticket price in connection with the refusal of transportation.
Refunds of the amounts paid for transportation issued at the Severstal Airline's call center are made only at the call center. To do this, you need to contact by phone +7 (931) 521-77-01 or send an appeal to the email address pbyypragefrirefgny@qn-geniry.eh . Please note that upon return, the call center charges additional service fees.
Refunds of the amounts paid for transportation issued on the websites and at the ticket offices of air transportation agencies are made by the agencies that issued the transportation. Please note that agents may charge additional service fees.
Please note that according to the rule of sequential use of flight coupons, if the ticket has several flight coupons ("there" and "back"), it is possible to refund only those coupons that follow after the used coupon:
If none of the coupons are used, the entire ticket is refunded. Prior to the start of transportation, the voluntary return of all unused coupons (sections) indicated on the ticket is carried out simultaneously. That is, before the start of transportation, one part of the ticket cannot be returned, while leaving the other if the ticket is issued in the direction "there" and "back".
Is there no way to fly out?
Remove your seats before departure of the aircraft in order to further use the exchange/refund of the ticket in accordance with fare application rules
Refunds for air tickets and services are made back to the card from which the payment was made within 10 banking days, depending on the issuing bank. If it is necessary to receive additional data from the passenger, the refund period may be extended.
The removal of seats is necessary if you plan to make a forced return before the end of the registration period. To remove seats, you need to contact the place where you purchased the ticket.
The amount to be refunded is calculated according to the conditions of application of the tariff according to which the transportation was issued.
Contact the place of purchase of tickets.
Tickets are refunded according to the conditions of the fare application. No cash refund is made to the passenger, the passenger is given a "Certificate of refund of air tickets issued under the VPD mo Russia".
Fines are charged in cash from the passenger according to the conditions of the fare application.
In case of flight cancellation or change of departure date by the Carrier, tickets purchased under the VPD are subject to replacement for another flight without charging additional fees to the passenger.
In case of voluntary refusal of the passenger from the entire carriage or part of the carriage, the fees to be paid are paid at the expense of the military passenger and are not subject to reimbursement at the expense of the Ministry of Defense of the Russian Federation.
The forced refund of the ticket due to the passenger's illness is made on the basis of one of the medical documents submitted to the Airline or the agency that issued the ticket confirming the contraindications to the flight:
1. The original certificate of the medical institution on the state of health on the date of departure of the flight indicated in the ticket. The certificate must contain:
2. Copies of the passenger's disability certificate (copies of the electronic disability certificate), which are stamped and signed by the responsible persons of the medical institution (chief physician / head. department / attending physician), as well as the seal of the medical institution or the seal and signature of responsible persons from the place of work (HR department / accounting department), as well as the seal of the organization. With the attachment of a certificate issued by the personnel department confirming the existence of an employment relationship.
3. The original certificate of the terminal health center (airport). The certificate must contain:
Information on the facts of providing false documents is subject to transfer to the police authorities of the Russian Federation in order to conduct an audit and bring the perpetrators to criminal responsibility.
In this case, the refund belongs to the category of "forced". To refund the cost of transportation, you need to contact the place of purchase of the ticket and provide supporting documents. If the ticket was issued on the Airline's website, fill out a refund request. If the ticket was purchased on a third–party website, through an agency or at the ticket office of Cherepovets airport, contact the place where you purchased the ticket. If for some reason it is not available for you to apply for a refund through the website, then download the application form. Send a scanned copy of the completed application, the passenger's passport and the necessary documents by e-mail tickets@severstal-avia.com . If the refund is made not by the passenger, but by another person by proxy: it is necessary to present a notarized power of attorney to apply for a refund of the ticket price in connection with the forced refusal of transportation. Within 10 banking days, the funds will be transferred to the payer's card, unless otherwise provided. If it is necessary to obtain additional data from the passenger, the refund period may be extended.
The original application must be sent by simple mail to the address: 162693, Russia, Vologda region, Cherepovets district, Botovo village, Airport addressed to the chief accountant — E.V. Travnikova.
When exchanging an air ticket, you can only change the date and time of departure. There is no provision for changing the transportation route.
Fees may be charged for ticket changes in accordance with fare conditions, or changes may be made at all it is not provided. If there are no seats on new flights at a previously paid fare, you may need to pay for the difference in ticket prices - upgrade to a higher fare level.
The exchange can be done independently through the "My Order" service.
Before making an exchange, we recommend that you familiarize yourself with the terms of your tariff.
If for some reason the exchange on the Airline's website is not available to you, then fill out the "Ticket exchange" form in the section "Feedback".
, the exchange of tickets issued at the Severstal Airline's call center is carried out only at the call center. To do this, you need to contact by phone +7(931)-521-77-01 or send an appeal to the email address pbyypragefrirefgny@qn-geniry.eh .
The exchange of air tickets issued on the websites and at the ticket offices of air transportation agencies is carried out by the agencies that issued the transportation.
Please note that when making an exchange, the call center and third-party agencies charge additional service fees.
It is not possible to reissue the ticket for other passengers.
In some cases, exchanging an air ticket is more expensive than returning and buying a new one. We advise you to compare all available options before making a final decision.
Ticket exchange is possible during the expiration date of the ticket - within 1 year from the date of issue of the ticket and is carried out at the place of purchase.
When reissuing the ticket, additional (baggage, comfortable seat) and special (sports equipment, pets, etc.) services are not transferred to the new one flights and tickets must be purchased/re-issued by contacting the Airline's website or booking department, depending on the type of service.
Please note that according to the rule of sequential use of flight coupons, if the ticket has several flight coupons ("there" and "back"), then when making changes to the ticket, the sequence of coupons must be preserved:
If none of the coupons are used, either the entire ticket or individual flight coupons are exchanged, while maintaining the sequence of coupons specified in the original ticket.
In case of a forced change in the terms of the passenger's air carriage agreement, no additional payment is charged from the passenger.
The exchange is classified as forced in the case of:
Fill out the Ticket Exchange form in the section "Feedback" and attach the supporting documents.
at the place of purchase of the ticket. Please note that agents may charge additional service fees.
Yes, you can arrange a forced exchange. In case of a forced change in the terms of the passenger's air carriage agreement, no additional payment is charged from the passenger. It is important to provide supporting documents. If the tickets were issued on our official website, then fill out the "Ticket exchange" form in the "Feedback" section. In other cases, contact the place of registration of transportation.
Fees may be charged for changes to the ticket in accordance with the conditions of application of tariffs, or changes may not be provided at all. If there are no seats on new flights at a previously paid fare, you may need to pay for the difference in ticket prices — upgrade to a higher fare level. If You have issued tickets on our website, then the ticket can be exchanged automatically on the website through the "My Order" service. In other cases, contact the place of registration of transportation.
