Ticket replacement and refund

  • The validity period of the ticket for making 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).

  • 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, an surname. If there are several passengers in the booking, ticket numbers and refund amounts for each passenger will be displayed.

    If the ticket was purchased through Сall Center, the refund request must be submitted by completing the form via the provided link.

     If the ticket was purchased on a third-party website/app or at the agency, you will need to contact the place of purchase for a refund.

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

    In case of visa refusal, a full refund of the ticket is provided, all flights must be operated by Air Astana  and the ticket is issued on the airline's own stock (the ticket number begins with the digits 465).

     If the ticket was purchased on the website airastana.com, at the Air Astana sales offices or through the Call Centre - you need to send a request via the link. If the ticket was issued on a third-party website / application or at the agency, you need to contact the place of purchase of the ticket to make a refund. The application must be accompanied by a passport and documents from the embassy confirming the refusal to issue a visa. For countries whose embassies do not issue confirmation of visa refusal (for example, India, China), it is necessary to request a receipt for payment of the consular fee.

  • Refund

    The ticket will be refunded at the place of purchase.
     
    If you purchased your ticket through a travel agency, please contact the agency directly at the point of purchase to initiate the refund process.
     
    If you purchased a ticket on the official website of the airline, then you can initiate the refund on home page go to “Book & Manage” – “Manage” – “Online refund”. Also you may use direct link below.
    Information to enter on the site:
    - number of booking;
    - surname
     
    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 when refund on website doesn't pass through, please fill out the following form.

    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 the card account has been changed, the refund process will take about 2 weeks. In this case please provide the following information by sending a request by the link:

    -  Card holder’s full name
    -  The resident / non-resident
    -  IIN
    -  The name and address of the bank
    -  SWIFT of the Bank
    -  IBAN (account number)

     

    Also, you should provide the scan copy of the following documents:
    -  an official letter from the Bank about the closure of the card account, indicating the card number,
    -  an official letter from the Bank about opening a new card account with full details,
    -  scan a copy of the cardholder's ID or passport

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

    You may request a refund for your ticket if it is permitted by the applicable fare rules. Please note that after check-in, a no-show fee stipulated in the fare conditions will be charged, regardless of whether the seat was subsequently cancelled.

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

    If you bought a ticket through an agency, please contact the representatives of this agency.

    If you purchased a ticket on the airline official website or in the Air Astana application, you can fill out the form or contact the Booking and Information Center or sales offices. The contacts of the Booking and Information Center and the ticket sales offices are available at the link.

  • 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 or through Call Center, 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.