Ticket replacement and refund

  • I bought my ticket a long time ago. What is the period in which I can issue a refund?

    In the territory of the Republic of Kazakhstan the ticket is accepted for a refund within 1 year:
    • from the date of issuance of the ticket, if no portion of the ticket has been used;
    • from the day of commencement of transportation, if one of the ticket sections has been used.
    Exceptions:
    In Kazakhstan, an application for a refund on an unused ticket, its part, a paid baggage receipt or a Miscellaneous Charges Order is accepted by the Carrier during the validity period of the document, but not later than 30 days after the expiry of this period (i.e. within 1 year 30 days).

  • What is the validity period of the ticket for making a refund?

    On the territory of the Republic of Kazakhstan the ticket is accepted for a refund within 1 year:
    • from the date of issuance of the ticket, if no portion of the ticket has been used;
    • from the day of commencement of transportation, if one of the ticket sections has been used.


    Exceptions
    In Kazakhstan, an application for a refund on an unused ticket, its part, a paid baggage receipt or a Miscellaneous Charges Order is accepted by the Carrier during the validity period of the document, but not later than 30 days after the expiry of this period (i.e. within 1 year 30 days).

  • How do I issue a ticket refund?

    If the ticket was purchased on Air Astana website or mobile application, then on the main page you need to open the tab "Book and manage" - "Online refund".
    You can also follow the direct link.
    On the website you need to enter your booking number, the last 4 digits of the card from which the payment was made, date of purchase, e-mail address, contact person and ticket number. If there are several passengers in the booking, ticket numbers and refund amounts for each passenger will be displayed. If the ticket was purchased on a third-party website, you will need to contact the place of purchase for a refund.

  • My visa was denied. Can I get a refund?

    If your visa application is rejected, you can apply for a refund of your ticket at the place of purchase, provided that this condition is stipulated in the rules for your ticket. The application must be accompanied by your passport and documents from the embassy confirming the visa refusal. For countries whose embassies do not issue a visa refusal confirmation (e.g. India, PRC), a receipt for the consular fee must be requested.

  • Refund

    The ticket will be refunded at the place of purchase.
     
    If you bought a ticket through an agency, to initiate refund of the ticket, you need to contact the agency at the place of purchase.
     
    If you purchased a ticket on the official website of the airline www.airastana.com , then you can initiate the refund on home page go to “Book & Manage” – “Manage” – “Online refund”. Also you may use direct link below https://airastana.com/kaz/en-us/Book-Manage/Manage/Online-Refund
     
    Information to enter on the site:
    - number of booking;
    - purchase date;
    - contact name;
    - email used for booking;
    - ticket number;
    - 4 last digits of credit card number used for payment.
     
    If there are several passengers, ticket number and refund amount will be shown for each of them. You also may issue refund for only one ticket, leaving active the rest. By accepting Terms and Conditions you confirm the refund. Amount will be transferred within 5-7 working days.
     
    In other cases, in order to quickly process your claim for a refund, please fill out the following form:

    Refund or rebooking

    If you are unable to send a request from the email address provided at the time of booking, please include the passenger's identification document number as well as the reservation number in the request description.

     

     

  • I changed the card. How do I make a refund?

    In the case of replacing the card without changing the account number (reissue), the return is made according to the standard procedure: the money is transferred to the card account.

  • If I miss my flight, can I refund my ticket?

    You can return your ticket if it is stipulated in the fare rules. Also, after check-in, the no-show fee (NO-SHOW) specified in the fare terms and conditions is with held regardless of whether the seats have been cancelled.

  • I have a positive PCR. What to do with the ticket?

    Check with your travel agent or our offices for free rebooking.  The conditions apply when a positive PCR test result is provided.

    Air Astana Booking and Information Center Almaty: + 7 (727) 244 44 77. Astana: + 7 (717) 258 44 77, Mobile: + 7 702 702 44 77, WhatsApp consultant +7 702 702 0074, working hours: Mon-Sun, 08:00 - 00:00.

  • My flight was delayed. How do I change my ticket?

    To make changes, please contact your point of purchase or us. Contacts are available at the link. 

    Air Astana Booking and Information Center Almaty: + 7 (727) 244 44 77. Astana: + 7 (717) 258 44 77, Mobile: + 7 702 702 44 77, WhatsApp consultant +7 702 702 00 74, working hours: 24 hours a day

  • My flight was canceled. How do I refund my ticket?

    The refund procedure depends on where you purchased your ticket. If you have purchased it on the Air Astana website, you should fill in a refund form by following this link.

    If your ticket was purchased at an agency or third-party website, please contact the point of purchase.

  • What are the penalties for replacing/refunding a ticket?

    The deductions depend on the fare at which you purchased your ticket. Click here for detailed rules on ticket replacement/refund.