Booking management

  • Can I change the passenger on a ticket?

    No, the passenger cannot be changed. It is necessary to issue a refund of the existing ticket according to fare rules  and purchase a new ticket for another passenger at current cost.

  • How can I change my ticket?

    You can change the date and time of the flight yourself on our website at the manage my Booking tab.                

    If you want to change the direction of your flight, you can do it by contacting the Call Center, WhatsApp consultants and by applying to online chat on the website or Air Astana mobile app in the Account - Help - Online Assistant section, as well as by contacting our proper sales offices.

    Contacts and addresses of sales offices are available on the official website by the direct link.

  • How do I get my official confirmation of Air Astana flights?

    The airline is ready to confirm the fact of the passenger's flight and provide a confirmation letter on the letterhead. A confirmation letter can be issued on the official website of the company airastana.com by the direct link.
    If the departure dates have been changed in your ticket, or confirmation letter is not uploaded from  website, you need to write a request in free form and send it via this link. It is necessary to specify the passenger's full name, passport data, ticket number, destination, flight date, reason for  request. The document is prepared within 5 working days and is provided free of charge

  • How can I account for the business trip?

    The airline strongly recommends keeping your boarding passes and documents confirming payment for air transportation (fiscal checks and statements of payment card transactions). Since the availability of these documents, with the attachment of a printout of the electronic ticket (in cases of business trips abroad, it is also necessary to provide a copy of the marks from the passport on the state border crossing), is sufficient grounds for charging air transportation costs as deductions, and also gives the right to deduct VAT on the electronic ticket.

    In case of loss of one of the listed documents, you can issue a certificate on the official website airastana.com by the link.

  • If I buy a ticket with my ID card, can I leave with my passport or vice versa?

    It is necessary to use the document indicated at the time of ticketing. In case of discrepancies, it is required to reissue the ticket in advance at the place of purchase.

  • What if at the time of departure the passport on which the ticket was purchased expires or expired during my trip?

    You must make sure that your passport is valid for the duration of your trip. You need to contact the place where you purchased your ticket to make changes to your Booking.
    If you are flying abroad, it is essential to remember that in some countries there is a requirement for the validity of passport for a certain period (usually 6 months). Please check with the embassy of the country you intend to visit for any passport requirements before you travel.

  • I already bought a ticket, but now I want to add baggage or select seats. How to do it?

    To add baggage or select seats, go to "Manage your Bookings" website or the Air Astana mobile app. In the "Manage Bookings" section, click on the "Manage Bookings" tab and select "Additional services" from the drop-down list. On the page that opens, you can choose the service you need.

    • MySEAT paid seat Bookings are available through "Manage booking" no later than 24 hours before departure;
    • the purchase of additional baggage (MyBAGGAGE service) is available online with a 30% discount at least 36 hours before departure.

    Both services are available during online check-in, at sales offices, call centre, Air Astana check-in desks before departure, or at the agency where was the ticket bought.


    Detailed information about the rules for the provision and use of services can be found at the link.

     

  • I can't find my ticket by passenger name and Booking number. Why?

    There can be several reasons:

    • You entered an incorrect booking number or passenger's last name. Compare these data with those on the itinerary receipt. You will find it in your confirmation email;  
    • When buying a ticket online, you may have entered your first name instead of your last name (these boxes are often confusing), and now to go to "Manage booking" try to enter your first name instead of your last name;
    • You are looking for a ticket for a completed flight. To get information about archived Bookings, email us in the chat on the website or contact the call center.

    Air Astana Booking and Information Center Almaty: + 7 (727) 244 44 77г. Astana: + 7 (717) 258 44 77 Mobile: + 7 702 702 44 77 WhatsApp consultant +7 702 702 0074

  • How do I retrieve my e-ticket?

    You can get the ticket once again before departure, you can send us a request via the link by writing to WhatsApp or via call centre, by applying to online chat on the website or Air Astana mobile app in the Account - Help - Online Assistant section. After the flight departure, a duplicate ticket is not issued, it is only possible to issue a confirming letter for ticket status on the website via the link.

    Air Astana Call centre:

    Almaty: + 7 (727) 244 44 77

    Astana city: + 7 (717) 2 58 44 77

    Mobile: + 7 702 702 44 77

    WhatsApp consultant +7 702 702 0074, working hours: 24 hour.

  • To accumulate points, I want to add my Nomad Club card number to my Bookings. How do I do this after I buy a ticket?

    You can add your Nomad Club card number to your booking via the "Manage My Booking" option on the website or in the Air Astana app. Enter the passenger's last name in Latin letters and the Booking number (6-digit alphanumeric code). The Booking number is listed on the e-ticket/route receipt you received after purchasing your ticket to your e-mail address.


    In the "Manage Bookings" section, click on the "Manage Bookings" tab and select "Update contact information" from the drop-down list. On the open page, enter the required data in the appropriate fields and click "Next".  

    The Nomad Club card number can also be added at the check-in desk at the departure airport before the flight.
    After completing the flight, you can restore points in the Nomad Club personal account 3 days after departure.

  • What if I got a new passport, but my airline ticket was issued on the old one?

    You need to make a Booking with the correct spelling of your name and passport number at the place of ticket purchase, contacting the airline sales office with your ticket and passport, by sending a requestby applying to online chat on website or Air Astana mobile app in the Account - Help - Online Assistant section or  by WhatsApp consultant +7 702 702 0074, working hours: 24 hour.

  • I accidentally entered the wrong passport number in Booking. How can I correct my flight ticket mistake?

    To make changes, you will need to contact the place where you purchased your ticket or the call center via online chat on website or by the numbers below.


    Documents that are valid for transportation in Kazakhstan are listed here.


    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: 24/7

  • How can I change passenger info after booking?

    You can change the phone number and e-mail address specified when purchasing a ticket in the "Manage booking" section on the website or in the Air Astana app. To access it, enter the passenger's last name (in Latin letters) and Booking number (6-digit alphanumeric code). The Booking number is listed on the e-ticket/route receipt you received after purchasing your ticket to your e-mail address.


    In the "Manage Bookings" section, click on the "Manage Bookings" tab and select "Update contact information" from the drop-down list. On the open page, enter the required data in the appropriate fields and click "Next". Make sure that the newly opened page displays updated data.  

  • What to do if I booked the wrong gender on a ticket?

    If you entered the wrong gender when purchasing a ticket, please contact us via online chat on the website or call center and we will correct the mistake.

  • What if the ticket was issued under the old name?

    If your name or surname has changed, but the ticket is issued on the old data, you should contact place of purchase to make changes to the Booking.

    Correction is possible only if there is an official document confirming the change.

    If you purchased your ticket online or via Air Astana mobile application, or if the agency where you purchased the ticket has closed down or is temporarily not operating, you must fill out this web form no later than 3 working days before departure, attaching a scanned colour copy of your new passport and a scanned colour copy of the document confirming the change of family name or name (marriage certificate, divorce certificate, etc.).

    This procedure can also be done in Air Astana's sales offices. The addresses are available at the link.
    If the ticket was purchased under the old name or surname after the registration date of new documents, the application to change the data is not accepted you must issue a refund ticket with the old data and buy a new ticket.

    Changing the surname or name of a passenger is possible only on flights operated by Air Astana. There is no extra charge for correcting a name or surname error.

    Changing your name is not allowed after you have partially used your ticket (i.e., when you have already flown it part of the way).

  • How to correct passenger name on a ticket?

    Passengers with misspelled first or last names are not allowed on the flights of Air Astana.

    Passenger’s first and last name on the ticket should be written in Latin letters according to the passport or identity document, with the last name coming first, for example, ABDRAKHMANOV / SERIK MR.

    In case of a misspelling of the first or last name or incorrect order ( the first name must be written after the last name) passengers should contact the place of ticket purchase. 

    If you purchased your ticket online or via Air Astana mobile application, or if the agency where you purchased the ticket has closed down or is temporarily not operating, you must fill out this web form, attaching a scanned copy of your confirmation document.

    Applications for correction of the first or last name from passengers are accepted by 24 hours before departure.

  • How long before the flight can I order additional services (via "Manage Bookings")?

    It depends on the service.

    • MySEAT paid seat Bookings are available through "Manage Bookings" at least 24 hours before departure. 24 hours before departure, a paid seat can be booked at online check-in;
    • the purchase of extra baggage (MyBAGGAGE service) is available online with a 30% discount at least 36 hours before departure;
    • airport Meet & Greet service available for booking no later than 48 hours before flight departure (not later than 12 hours before departure for Almaty - Astana and Astana - Almaty destinations).

    Special meals are booked by 24 hours before departure.

  • How long before the flight can I change my Booking (via "Manage Bookings")?

    There are no restrictions. The only thing is that you can't make changes or buy more services after you've checked in for the flight.

  • What additional services can I order from "Booking Management"?

    The following additional services are available in the "Manage Bookings" section:

    • Booking MySEAT paid seats;
    • Purchase of extra baggage (MyBAGGAGE service);
    • Ordering an airport escort service Meet&Greet;
    • Ordering a special meal.

    To select additional services in the "Manage Bookings" section, click on the "Manage Bookings" tab and select "Additional services" from the drop-down list. On the page that opens, you can choose the service you need.

  • What booking details do I need to know to go into "Manage Bookings"?

    Enter the passenger's last name in Latin letters (e.g., ALIYEVA) and the booking number (a 6-digit alphanumeric code, for example, Q12WE3). The Booking number is listed on the e-ticket/route receipt you received after purchasing your ticket to your e-mail address.

  • How do I find "Manage Bookings" in the Air Astana mobile app?

    The "Manage Bookings" section in Air Astana mobile app is located in the "Services" tab.

  • What can I do through "Manage Bookings"?

    Via "Manage Bookings" you can:

    • view flight details, fares, fare conditions and fees;
    • change flight details in the Bookings section;
    • choose seats, book paid seats;
    • order special meals;
    • buy extra baggage with a 30% discount (up to 36 hours before departure)
  • I have already bought a ticket. How can I make changes to my Booking now?

    You can do this online via the "Manage booking" section on the airline's website, Air Astana mobile app, by applying to online chat on the website and ticket sales offices or call centre.