Refund of s7 tickets, how much they refund. Conditions and instructions for returning tickets for an S7 airline flight purchased online. Is it possible to return a non-refundable boarding pass?

Once in the cold winter season, namely on April 22, 2010, on the S7 Airlines website I bought a ticket for flight 964 on the Pavlodar-Moscow route. Departure date: May 29, 2010, booking class - economy V. Issue price - 13,962-55 rubles (and then S7 on the itinerary receipt indicated the amount of only the fare and taxes, the amount of fees was not indicated, but, of course, was written off).
But on May 3, I don’t remember why, I had to return the ticket. I must say that this was my first experience of returning a ticket, so I called the S7 contact center and consulted on this issue. They explained the procedure to me and sent me an application form for a refund of the air ticket by email. At the same time, the girl operator explained that the return period cash about a month (I'll come back to this later).
On the same day I filled out a return application and sent it to the contact center.

According to the terms of the ticket I purchased, returning the ticket more than 24 hours before the departure time meant a full refund minus a fixed payment of 600 rubles in the form of an additional fee for processing the return. As a result, according to my calculations, I should have received back 13962.55-600 = 13362.55 rubles.
At the end of May, a refund was made to my bank card account. However, instead of the amount I indicated, only 9,688 rubles were received, that is, 3,674.55 rubles sunk into oblivion.
I received a statement from the bank about the return of funds only after June 2, plus, apparently, there were some other matters that distracted me from dealing with this issue. In general, only on July 1, 2010, I contacted the airline’s website using the feedback form. I described the situation and asked for clarification on why, instead of the required 13,022 rubles (I did not add a fee of 340-55 rubles, which was not indicated on the printout of the e-ticket itinerary receipt, although now I understand that I should have done this!) they returned it to me 9688 rubles.
That same evening I received an answer by email:

Good afternoon
In case of a return at your rate, 600 rubles will be withheld, and 25% of the paid rate will be withheld.
Best regards, [name of S7 Airlines contact center operator]
S7 Airlines Contact Center

But this explanation contradicted the terms of the fare specified in the ticket I purchased. Excerpt from the tariff conditions:

Refund of completely unused fare: No penalties if returned more than 24 hours before departure time. With a fee of 25% of the used fare for returns less than 24 hours before departure time. Additional fee for processing a return is 600 rubles at any time.

Everything is spelled out clearly and clearly. And it turns out that the settlement with me was made as with a passenger who returned an unused ticket less than 24 hours before departure time. This is despite the fact that I returned the ticket on May 3, 2010, while the departure date was May 29, 2010 - 26 days before departure!

This time I did not write anything, but called the contact center. On the other side of the line I was again told that when refunding funds, 25% of the tariff was withheld. When I objected that this was contrary to the conditions of the ticket in my hands, I was switched to another person who, as I was told, specializes in refunds (unfortunately, I never remember, much less write down the names of operators, now I, Of course, I’m smarter and I’m trying to do it). The second operator repeated the words of her colleague that 25% was withheld from me. When I began to specifically object, they switched me to a third person. Apparently, this was a shift supervisor or something like that, whose rank allows her to speak with customers in an impatient tone (unlike ordinary operators, whose conversations with interlocutors calling the contact center are always recorded; this one, perhaps, did not is recorded). In general, the woman impatiently repeated the words of her employees, emphasizing that everything was done legally on their part and, if I am not satisfied with something, I can make a material demand in writing.

With written appeals, on the one hand, it is more legitimate - if something happens, you can present some evidence. But, on the other hand, this is not a call to a contact center - everything here needs to be supported by papers: copies, bank statements and other documents.
At first I said to myself - to hell with these more than three thousand rubles, anyway, every sneeze I had (excuse me for such a pun) was paid for by the employer then. But then I got angry: you know, they won’t pay back three thousand from each person, so you can make a decent fortune! And besides, the refund took almost a month - I applied on May 3, and the money was transferred back on May 31. They warned that the return period was about a month. But why does the procedure take so long? a whole month? Simply, they are not withdrawn from the airline’s financial turnover for another three extra weeks, in turn making it some money. After that, I had the experience of getting a refund with KLM, the national carrier of the Netherlands. It would seem that the money is being returned from abroad. And they returned it on the third day!

In general, I decided to fight for my hard-earned 3334 rubles (again, I did not count the fee that was not indicated on the printout of the itinerary receipt, but, I repeat, I already understand that it was necessary to count it!). The difficulty was that I have been living and working in Pavlodar since November 2008. Here we have a representative office of a company whose head office is located in Maykop. My employer is in Maykop. All my bank accounts are opened in Maykop. Accordingly, a bank statement that needs to be used to support a material claim can only be obtained in Maykop. And what? Because of the discharge, should I fly specially from Pavlodar to Maykop?
In general, naturally, I didn’t make a special trip. I was able to issue an extract only in September. And on September 29, 2010, I sent a material demand to Siberia Airlines OJSC, supported by the following documents:
1) a copy of the itinerary receipt of the electronic ticket (which was returned);
2) bank card account statement as of the date the funds were written off for the ticket;
3) bank card account statement on the date of receipt of the returned funds;
4) a copy of the application for refund of the air ticket.
I sent all this to Siberia Airlines OJSC addressed to its general director by registered mail with notification.

So what do you think?
Even the notification of delivery of the correspondence has not yet been returned to me, and the requested 3,334 rubles have already been returned to my bank account!

In general, in this regard, S7 Airlines is a big failure!

So whoever considers himself right in any controversial issue- go ahead with documents to defend your rights! And if it comes to money issue- that’s even more so. Even if the result is negative, you can be sure that you did everything right!

Air tickets, in most cases, are purchased in advance, long before departure. But during the waiting period, any unforeseen situation may happen or plans may simply change. As a result, the passenger wants to get his money back and return the ticket.

This is regulated by the legislation of our country, but, despite general laws, each airline may have its own conditions that should be studied when choosing a carrier. Let's figure out how you can return a purchased s7 ticket. This is Siberia Airlines.

Air ticket refunds from any company are a rather troublesome procedure. There are several different reasons why you might want to return such a purchase. This can happen due to the fault of the air carrier, as well as for personal reasons. In this case, you can change or return both a travel document purchased in person and one purchased electronically. This only affects the return procedure itself. It is most difficult to return tickets purchased at a discount or promotion.

The return of a ticket due to the fault of the carrier in the c7 company occurs under the following circumstances:

1. Rescheduling or cancellation of the flight on which you purchased the seat.
2. Changing the original route.
3. If there are no places according to the class.
4. Return the plane to the departure airport. This happens if for some reason the plane was not allowed into the airspace of certain territories over which the route was located.
5. You were not transported from the airport where the transfer took place.
6. The plane landed at an airport that is not indicated in the flight route.

It is important to understand that if the flight was partially completed, then you can return the amount for the ticket only for the unfulfilled part of the flight.

If you cancel a flight before check-in, you should contact an official representative of the company, who will make the necessary note about the cancellation of the route. If the flight is canceled after check-in, you should pick up coupons from the check-in staff. When assessing the circumstances that led to the return, information that your visa was not extended is not a valid reason for the forced return.

You can return tickets on the company’s website, as well as in person at the carrier’s central office.

Dependence of refund rules on ticket tariff plan

The s7 company, like other air carriers, sells travel documents of varying prices.

Depending on the price, there are several tariffs, each of which has its own return conditions:

1. Economy basic. They are completely non-refundable. If you do not show up for your flight and have such a document in your hands, you have the opportunity to change the departure date, flight number, and route. In this case, you will have to pay a fee for the operation. It is also possible to pay extra and purchase Economy Basic and Business Basic tariffs.
2. Economy Flexible. The conditions of this fare provide the opportunity to change the date to any other, as well as the flight number without paying fees. All you need to do is pay extra for the ticket price. This does not apply if you intend to change your flight number and date after your flight has been checked in. The condition is to pay a fee for the operation. You can pay extra and purchase tickets using Economy Flexible and Business Flexible tariffs. When returning the document, if you were not late for the flight, the paid amount will be partially provided. If you are late, only the fare will be refunded on unused sections of the route, without paying airport taxes.
3. Business Basic. Under this fare plan, changing your flight and departure date if you do so in advance will incur a fee; If you are late for your flight or do not show up for it, you will also have to pay a fee to change the flight and date. The tariff is completely non-refundable. You will not be able to return your ticket and receive money.
4. Business Flexible. With this fare, you can change your ticket to another date and flight without paying fees, even if you are late or do not show up for the flight. The YR fee is fully refundable. YQ tax is not refundable or replaceable.

To avoid problems, it is advisable to ask in advance how to change a ticket, since each carrier has different conditions. As for s7 travel documents, depending on the class and fare, they are assigned bonus miles. Please note that bonuses can only be returned to you if you canceled the flight in advance and were not late for it.

If the fare is refundable, it is worth considering that you can get the full cost if you cancel the flight earlier than 24 hours in advance - then you will be given the full cost of the flight, with the exception of some fees that are specified in the company's rules. If you cancel your flight less than 24 hours in advance, the refund will be only 75% of the cost.

Where to go to return an s7 ticket

To exchange a ticket, you can go to the company's official website. It describes in detail how to change or return a ticket. You need to fill out a return application, which is located in the “My Bookings” section.

You can also call the call center and tell the employee your details, as well as the first and last digits of the card from which the payment was made. The call is free, or you can contact the operator directly from the website via an online line. Return contact is carried out via your email - you will be informed at what stage the process of returning your ticket is.

By law, returns are made no later than 20 days, not counting weekends and holidays. If you want to personally contact the sales department, you will have to take into account that it only works by weekdays, and accepts applications strictly from 9 am to 1 pm. If you did not purchase the travel document, you will need a power of attorney from the person who paid for the purchase.

If you purchased electronic ticket via the Internet, then you should know that this is the same document. You can return or exchange it without any problems. This can be done on the carrier’s official website using an electronic application. The money is returned to the account from which the payment was made, unless you specify a different method.

Sometimes tickets are purchased at travel agencies or on the airline's website. In this case, to get a refund, it is not enough to go to the company’s website. You need to call the office or call center.

In each individual case, the application is considered individually, depending on the reasons that are indicated in the drawn up return paper. There are valid reasons, such as death or serious illness of the passenger or close relative. In this case, it is necessary to provide documents confirming the reason for the refusal.

Conclusion

Ticket refunds are carried out according to the rules of air transportation in our country. But when purchasing a pass for a specific airline, be sure to take into account their rules. Please read them carefully before booking and purchasing a document.

If you do not agree with the refund rules, you can appeal the airline’s decision to Rospotrebnadzor, Transport Supervision and higher authorities. The last resort may be to go to court, but in this case it is advisable to enlist the support of an experienced lawyer.

It is advisable to plan your trip well so that you do not have to change your purchase. And if unforeseen circumstances happen to you or the airline violates the terms of the flight, try to negotiate with the s7 carrier about a refund of the ticket.

did it indicate on the ticket that it was “refundable” or another indication – “non-refundable”? The essence of a “non-refundable” ticket is that it is sold at a greatly reduced price, but cannot be exchanged or returned at the passenger’s initiative.
Karhu Boris

In case of illness of the passenger and if he confirms this with documents, the money will be returned to him in any case. Regardless of whether the ticket is refundable or non-refundable.

"Article 108. Termination, at the initiative of the passenger, of the contract for air carriage of passengers
1. If a passenger refuses air transportation for reasons not provided for in paragraph 2 of this article, the return of the carriage fee to the passenger is carried out in the following order:
1) if the passenger has entered into an agreement for the air carriage of a passenger, which provides for a condition for the return of the carriage charge upon termination of the agreement for the air carriage of a passenger, the passenger will be refunded the amount paid for air transportation carriage charge (except for the amount of the carrier's expenses actually incurred by it and related to the fulfillment of obligations under the passenger air transportation agreement), provided that the passenger notified the carrier of the refusal of air transportation no later than twenty-four hours before the end of the period established in accordance with the federal aviation rules for the check-in time of passengers for the flight indicated on the ticket;
2) if the passenger notifies the carrier of the refusal of air transportation in violation of the deadlines established in accordance with subparagraph 1 of this paragraph, before the end of the passenger check-in time established in accordance with the federal aviation rules for the flight indicated on the ticket, the passenger will be refunded the carriage fee paid for air transportation with the collection of a penalty in the amount of twenty-five percent of the fare paid for air transportation of a passenger and the amount of the carrier’s expenses actually incurred by him and related to the fulfillment of obligations under the passenger air transportation agreement. The carrier has the right to reduce the amount of the specified penalty;
3) if the passenger notifies the carrier about the refusal of air transportation after the end of the passenger check-in time established in accordance with federal aviation rules for the flight indicated on the ticket, the passenger will not be refunded the fare paid for air transportation;
4) if the passenger has entered into an agreement for the air carriage of a passenger, which provides for the condition of non-refund of the carriage charge upon termination of the agreement for the air carriage of the passenger, the carriage charge paid for the air carriage of the passenger is not refunded, with the exception of unused amounts collected by the carrier in favor of other organizations in accordance with the legislation of foreign states , from the territories on or through the territories of which the air transportation of passengers is carried out.
2. In case of forced refusal of a passenger from air transportation due to illness of the passenger or a member of his family or a close relative traveling with him on aircraft, which is confirmed by medical documents, or in connection with the death of a member of his family or a close relative, which is documented, and notification of this to the carrier before the end of the check-in time for passengers for the flight specified in the ticket, established in accordance with the federal aviation rules, or in connection with the delay in the departure of the aircraft, other actions (inaction) of the carrier provided for by the federal aviation rules, entailing non-fulfillment or improper fulfillment of obligations under the passenger air carriage agreement, the passenger is refunded the fare paid for air transportation.
3. For the purposes of paragraph 2 of this article, family members mean spouses, parents and children (adoptive parents and adopted children), close relatives - grandparents and grandchildren, full and half brothers and sisters."

Reading time: 5 min

Usually plane tickets are purchased in advance. This is a reasonable decision, because in case of a return, you will be able to demand the money back and not face any difficulties. But even in such a situation, it is difficult to understand the airline rules on your own. In the case of a specific S7 company, a ticket should be returned after reading reliable information.

Dear visitors!

Our articles are informational in nature about resolving certain legal issues. However, each situation is individual.

To solve a specific problem, fill out the form below, or ask a question to the online consultant in the pop-up window at the bottom right of the screen or call the numbers listed on the website (24 hours a day, 7 days a week).

ContentsShow

Where to contact

To exchange or voluntarily refuse a purchased S7 ticket, you need to go to the company’s official website.

1. The site has a “My Bookings” service.
   You need to log in using the data received when ordering and purchasing. A Return button will appear. You should look for it on the right side of the monitor.
   The next step is to identify passengers whose tickets need to be returned back to the company. Before submitting your application, it is advisable to read the information provided on the page.
   Additionally, you need to check your data, contact information, and card details to which the money will be transferred after the transaction is completed.
   This method is relevant if the document was purchased using a plastic card.
2. Call the contact center.
   There is a phone number on the company website hotline. A call can also be made by pressing the company's call button. The service is free in the Russian Federation.
   The operator is provided with the data from the first page of the passport, date of birth, several digits of the card with which the ticket was paid earlier. The staff member will ask for your reservation number and itinerary.

If the passes were not purchased via the Internet, then you need to visit the carrier’s office and issue a refund. The money will be handed over personally to the passenger who will verify a valid passport.

Return nuances

The company refuses to return money to an outsider. But there is an exception - if there is an official power of attorney, the airline has the right to hand over the funds.

1. In case of successful consent, the funds will be transferred to the user’s account within 20 days.
2. For services provided, the carrier charges a small percentage. To find out the exact amount, you need to call the contact center and indicate your region of location.
3. An electronic ticket is a valid document, just like a printed version. Therefore, you can demand a refund for it without much difficulty.
4. The amount is transferred to the same account from which the funds for payment were received. You can provide additional details so that the refund can be made to another account.

When purchasing from a third-party agency, you must call S7 for delivery. Applications for compensation are considered on an individual basis. Employees of the organization will study the reasons for the refusal and report a decision.

Return Policy

To get a refund for your ticket and not violate official aviation rules, you need to follow the instructions.

According to tariff plan

Each airline sells tickets at different prices, depending on the selected class.

1. "Economy" or basic.
   Such documents are considered non-returnable. If a person misses a flight, but has a ticket in hand, then the citizen has the right to change the departure date, route and even the board number. But you will have to pay a fine for refusing services.
   Additionally, it is possible to deposit money to purchase a pass to a more comfortable class.
2. S7 refund of economy-flexible ticket.
   According to the tariff, the user has the right to change the departure date, as well as change the flight number. In this case, you will not have to pay additional fees. You only need to pay extra for the ticket if it costs more expensive than the first. But this does not apply to situations where the number and day are changed after registration. In this case, you will have to pay a penalty.
   If you want to return your travel document without missing your flight, you can get a full refund.
3. Basic business.
   You can change the departure date and flight number in advance. In this case, the passenger is not subject to additional fees. If a person does not make it before the departure of the flight, it is necessary to pay penalties in order to change the date of the flight.
   The tariff is non-refundable, and you won’t be able to get your money back for it, but you can make an exchange.
4. Flexible business.
   The document is of a return type, so you will not have to pay a penalty for changing the date or flight, even if the passenger missed the plane.
   To avoid difficulties when returning tickets, you need to clarify the necessary questions with airline consultants in advance. S7 provides bonuses for every flight. To return them, you will need to be notified of the flight failure. If there is a delay in registration due to transport difficulties, then the bonuses will expire.

Full refund

FREE legal consultation!

Don't understand the article or need help? Ask our in-house lawyer a question through the Online Consultant form or leave a comment. We will definitely answer!

Any passenger has the right to cancel the flight in advance. Advance notice of the decision and compensation will be required.

1. If you submit your travel document 24 hours in advance, you can count on full refund.
2. If the period is less than a day, then the amount will not exceed 75%.

It is important to understand that the decisive factor in this matter is the efficiency of the reported data.

Sample application

To return an S7 ticket, you need to fill out a correct application.

1. First, complete passenger information is filled in.
2. Next, you need to provide information from the first page of your passport.
3. After this, they write a request for the opportunity to terminate the contract. The column indicates the direction in which the person was supposed to go - the flight number, the date of departure, the number of tickets to be returned, the names of the passengers.
4. The next step is to ask for a refund. This section provides payment details.
5. The last part of the document is agreement to withhold a certain percentage for the provision of services.
6. At the bottom of the page they indicate mobile phone for communication, put a personal signature, the date of drawing up the paper.

Reasons

To get a refund of the money spent on a ticket, you must indicate in your application compelling reasons why the person is unable to attend the flight.

Forced

Sometimes situations arise when a passenger is unable to come to the airport, even if he has purchased tickets in hand.

1. Illness of the main passenger or his relative with whom he was supposed to travel.
2. If a circumstance arises such as the death of one of the family members who was supposed to fly on an airliner with the passenger. To confirm the fact of death, provide a document or certificate signed by the attending doctor and the seal of the clinic.

Not the passenger's fault

Every citizen has the right to demand money back from the airline. But provided that the impossibility of the flight was due to the fault of the air transportation company.

1. The flight was canceled due to bad weather or aircraft breakdown.
2. Sometimes companies change the route for certain reasons.
3. The aircraft is not allowed into space, and the pilots have to turn the board back.
4. The journey to the airport takes certain time, and therefore in the harbors they provide a special bus to transport people. If it breaks down during the journey and the person misses the flight, then it is not his fault. The company is obliged to return the money or exchange the transport document for a suitable ticket.

Voluntary

Voluntary cancellation of a flight is a situation when a passenger has the opportunity to visit the airport on the appointed date, but does not want to do so. Then you should warn the company representatives.

The ticket is not refundable

There are unpleasant situations when a flight is canceled, but the operators refuse to return the money paid. The carrier's employees are guided by internal rules refund of S7 air tickets.

FREE legal consultation!

Don't understand the article or need help? Ask our in-house lawyer a question through the Online Consultant form or leave a comment. We will definitely answer!

These are illegal and false actions aimed at people who do not know the rules and regulations for the provision of services, as well as the law “On Protection of Consumer Rights”. The carrier does not have the right to withhold funds if the emergency occurred due to the fault of the airline.

1. Air Transport Agency.
2. Russian aviation website.
3. Rospotrebnadzor.

In 2020, anyone has the right to get a refund for an unused ticket. If the delay or complete cancellation was due to the fault of the airline, the passenger may demand not only a refund, but also an exchange of the ticket for a suitable option.