Ticket refund

Ticket refund

The ticket can be returned within the validity period of 1-12 months according to the rules of the applicable fare specified in the ticket.

The ticket is refunded at the place of its purchase

Please read the rules for applying the tariff:

  • when booking on the Aircompany website — at the 1st booking step when choosing a fare, or on the Fare System page (гиперссылка на страницу “Система тарифов”) ;
  • at the agent who issues the ticket if registering at the ticket office of Cherepovets airport and at the ticket offices of air transportation sales agencies

Please note that according to the rule of sequential use of flight coupons in case the ticket has several flight coupons (“arrival” and “departure”), it is possible to return only those coupons that come after coupon used:

  • if the passenger used the second flight coupon (departure ticket), using the first ticket (arrival ticket), the refund on the first flight coupon (arrival ticket) is impossible;
  • the second flight coupon (departure ticket) cannot be refunded if the first flight coupon (arrival ticket) is not used;
  • if none of the coupons is used, the entire ticket will be refunded. Prior to the start of the carriage, the voluntary return of all unused coupons (sections) specified in the ticket is carried out simultaneously. That is, before the start of transportation, you cannot return one part of the ticket, while leaving the other, if the ticket is issued for departure and arrival.

  • Voluntary change
    in the conditions of carriage
  • Forced change
    in the conditions of carriage
    • Refund of the ticket paid for on the Airline’s website by bank card
    • Refund of the ticket paid at the ticket office of Cherepovets Airport
    • Refund of the ticket paid for on the websites and at the ticket offices of air transportation agencies.
    • According to the rules governing the procedure for submitting documents for a refund in the event of a forced refusal of passengers from air transportation on airline flights, a passenger’s refusal from air transportation is considered forced, when it was caused by the following circumstances:

      • cancellation or delay of the flight specified in the ticket;
      • sudden illness of a passenger or an illness or death of a family member/close relative* traveling with the passenger on the airline’s aircraft, which is confirmed by medical documents;
      • and other circumstances specified in paragraph 227 of Federal Aviation Regulations No. 82

      * Family members are understood as spouses, parents and children (adoptive parents and adopted children), close relatives — grandparents and grandchildren, full and half brothers and sisters.

      A 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 Aircompany or the agency that issued the ticket, confirming the contraindications to the flight:

      1. The original certificate of the medical institution about the state of health on the date of departure of the flight specified in the ticket.

        The certificate should contain:

        • clearly readable name, details of the medical institution that issued the certificate;
        • seal of the medical institution that issued the certificate;
        • clearly readable position and surname of the doctor who issued the certificate;
        • signature, seal of the doctor who issued the certificate;
        • signature, seal of the head of the department or the chief physician of the medical institution that issued the certificate;
        • date of issue of the certificate;
        • correspondence of the dates of illness specified in the certificate to the dates of transportation. In case of non-compliance, the conclusion should indicate “flight on the specified dates is not recommended”.
      2. Copies of the passenger’s disability certificate (copies of the electronic disability certificate), certified by the seal and signature of the responsible persons (chief physician / head of the department / attending physician), as well as the seal of the medical institution.
      3. The original certificate of the health center of the airport

      The certificate should contain:

      • a clearly readable name of the health center that issued the certificate;
      • seal of the health center that issued the certificate;
      • a clearly readable position, the name of the doctor who issued the certificate;
      • signature of the doctor who issued the certificate;
      • date of issue of the certificate;
      • compliance of the date of illness specified in the certificate with the date of transportation.

      The agency’s fees for the sale of tickets are non-refundable, unless otherwise provided by the agency’s rules.

      Information about the facts of providing false documents is subject to transfer to the police authorities of the Russian Federation for the purpose of checking and bringing the perpetrators to criminal responsibility.

      Procedure for issuing a forced refund of a ticket purchased on the Aircompany’s website:

      To make a forced refund, you need to fill out and send an application for a forced refund and attach a scanned copy of the passenger’s passport and scanned copies of all necessary documents in case of illness, death of the passenger or close relatives to the application. If the refund is made not by the passenger, but by another person under a power of attorney they should present a notarized power of attorney to submit an application for a refund of the cost of the ticket in connection with the forced refusal of transportation.

      A scanned copy of the completed application form, the passenger’s passport and the necessary documents should be sent to the email address tickets@severstal-avia.com. Within 10 banking days, the funds will be transferred to the payer’s card, unless otherwise provided. If additional data from the passenger is required, the refund period can be extended.

      The original application form in paper should be sent by mail to the address: 162693, Russia, Vologda region, Cherepovets district, Botovo village, Airport, addressed to the Chief Accountant- E. V. Travnikova.

      Procedure for issuing a forced refund of a ticket paid at the aircompany’s ticket office:

      To make a forced refund, you need to contact the aircompany’s ticket office, fill out an application form for a forced refund, present your passport, a ticket, sales check, and provide all the necessary documents for application in case of illness or death of the passenger or their close relatives. If the payment for the ticket was made by a bank card, you should present this card for a refund.

      If the refund is made not by the passenger, but by another person under a power of attorney: you should present a notarized power of attorney to submit an application for a refund of the cost of the ticket in connection with the forced refusal of transportation.

      The procedure for issuing a forced refund of a ticket paid for on third-party websites and at the ticket offices of air transportation agencies: The refund of a ticket paid for on third-party websites and at the ticket offices of air transportation agencies is made by the agencies that issued the transportation.

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