Ticket replacement and refund

  • 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

  • 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 01 48, 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 01 48, working hours: Mon-Sun, 08:00 - 00:00.

  • 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.