How to return an s7 basic economy ticket. How to return s7 airline tickets correctly. Non-refundable tickets: pros, cons, pitfalls

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 is May 29, 2010, booking class - economy V. Issue price - 13,962-55 rubles (and then S7 on itinerary receipt indicated the amount of only the tariff and taxes, the amount of fees was not written down, 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 Money 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 disappeared 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 was made with me, as with a passenger who returned 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 communication 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 of mine (I apologize for such a pun) was paid for by the employer. 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 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 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 in his name general director by registered mail with notification.

And what do you think?
Even the notification of delivery of the correspondence has not yet been returned to me, and the requested 3334 rubles have already been credited back 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 the money issue, then even more so. Even if the result is negative, you can be sure that you did everything right!

If circumstances arise that require a ticket to be returned, it is necessary to take into account its tariff plan, as well as the reason for the incident, place and time. All this determines further actions. The ticket is refundable in the following situations:

flight canceled or rescheduled;
flight route changed;
there is no place for that class, which is indicated in the travel document;
the plane returned to the airport. For example, if for some reason he was prohibited from landing in the destination country;
no transportation after connection;
landing was made at an airport not included in the original route;
tickets filled out incorrectly;
the passenger fell ill or died, or someone close to him.

It should be noted that if the flight is partially completed, the cost of the ticket will be returned minus the part used.

Dependence on tariff plan

S7 Airlines has four tariff plans. The conditions will be determined by which fare the passenger chooses and which class he flies.

Tariffs Economy Flexible and Economy Basic

Economy Basic assumes that anything purchased using it is completely non-refundable. Nevertheless, If the passenger has not used the travel document, he has the opportunity to change the date and route of the flight. This is possible subject to payment of the cash fee for the operation. However, if the passenger notified about the changes in advance, the fee will be 3,000 rubles for flights within Russia and 60 euros for international flights. In cases where the passenger did not show up for the flight and did not inform about it, the fee is paid in the amount of 5,000 rubles or 80 euros, respectively.

In addition, the purchased tickets can be changed to Economy Flexible and Business Basic, but subject to additional payment.

The Economy Flexible fare provides the option of departure date, flight number, and return without additional fees. However, if the ticket price is higher, you will need to pay the difference.

The situation does not apply to circumstances where the passenger did not show up for the flight, did not notify in advance and is going to change the departure date. In this case, you must pay a fee of 5,000 rubles or 80 euros, respectively.

Tariffs Business Flexible and Business Basic

Travel documents for the Business Basic tariff plan are non-refundable. It is not possible to hand them over and return them. You can change the flight number or departure date, but only if you pay a fee. It will be charged in any case. However, if the passenger applied in advance, the fee will be 5,000 for a flight within Russia and 80 euros for an international flight. If you are late, you will need to pay 7,000 rubles or 110 euros, respectively.

Can I return a non-refundable boarding pass?

S7 Airlines has tickets in the lowest price category, which belong to the Economy Basic and Business Basic tariff plans. It is not possible to return them except in the following situations:

serious, which is confirmed by a medical certificate;
death, in which case relatives can apply for a refund.

How to return it correctly?

The passenger can refuse in advance, for which he needs to notify the airline. In this case, he can return the money in an amount depending on the time during which he made the refusal:

24 hours or more. The entire amount will be refunded.
Less than 24 hours. The amount of compensation will be 75% of the cost.

Where to contact?

To return you must take the following steps:

If the flight is canceled before check-in, then the official representative puts a mark and certifies it with a stamp.
When a flight is canceled after check-in, you need to get ticket coupons from the registration staff. Without coupons, the ticket is considered to have been used despite the flight being delayed or cancelled.
Write to the official S7 sales office. It contains the passenger's details, as well as the reason why the flight was cancelled.
In cases of illness or death, a medical certificate is provided or death certificate.
Get cash. It is carried out on weekdays from 9:00-13:00 if there is a passport in the name of the passenger whose ticket is refundable.
Provide a notarized power of attorney, if a third party receives money for the passenger.

In addition to sales offices, to make a return you can:

call the airline's customer service;
fill out an application on the official website in the “My Bookings” tab.

Return deadlines

Refunds are made within twenty working days. The funds will be returned to the one from which the payment was made.

How to return a ticket purchased online?

There are two ways to return a ticket issued online.

In your personal account. This requires:

Go to your personal account from the official website and select the “My Bookings” service.
Active bookings will open, you must click on the desired reservation.
In the upper right corner, click on the “Make a return” link.
Check data and submit application.

Via call center:

Dial number 8-800-700-07-07 (free call) or call from the official website. At the bottom of the screen there is a section “Contact us”, in it you need to select “Call online”.
When calling, you will need to provide the following information: Full name, date of birth, passport details, first and last 4 digits of a bank card, transportation route and reservation number.

By clicking on the send button, you consent to the processing of your personal data.

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:

Rescheduling or cancellation of the flight on which you purchased the seat.
Changing the original route.
If there are no places according to the class.
Return the plane to the departure airport. This happens if for some reason the plane is not allowed into air space certain territories over which the route was located.
You were not transported from the airport where the transfer took place.
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:

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.
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 is refunded on unused sections of the route, without paying airport taxes.
Business Basic. According to this tariff plan, changing the flight and departure date, if you do this in advance, is subject to payment of 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.
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. Concerning travel documents s7, then, 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 refunded amount 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 works only on 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 e-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 a 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.

By weight, dimensions and number of things. They are introduced for a comfortable and safe flight for cabin passengers. Each company has its own requirements.

When transporting cargo in the cabin or in the luggage compartment three parameters are taken into account:

quantity: one piece corresponds to one bag or box;
size: for luggage compartment - 203 cm (sum of length, width, height, norm), for hand luggage- 55 x 40 x 20 cm.

Usually there are special stands at the check-in counters, on which the dimensions are checked.

Cost and different tariffs

Payments for transporting items are charged differently, and depends on the fare plan on flights.

What does paid cargo mean? Starting from December 1, 2015, the airline introduced a fee for weight up to 23 kg per segment in the amount of 2000 rubles. according to the Economy Basic tariff plan.

Other passengers are allowed to carry it free of charge if it meets the following requirements:

Carry-on luggage is taken into the cabin free of charge, based on the following restrictions:

How much does it cost to transport cargo on an airplane? The air carrier offers free transportation baby strollers, bassinets, car seats of all sizes, regardless of whether they will be in hand luggage (the cradle of a collapsible stroller) or in checked luggage.

But the offer is valid only if a child under two years of age is transported at the same time.

In the absence of a child (for example, if a stroller is being brought as a gift), children's vehicles transported as normal cargo.

How much should I pay above the norm?

The surcharge is indicated in the table:

Luggage volume	Surcharge
Luggage volume	Economy Basic	Economy Flexible	Business basic	Business is flexible
Domestic Passenger Transportation(currency - rubles)
2 places	4000	2000	2000	0
3 places	6000	4000	4000	2000
23–32 kg	2000	2000	0	0
32–50 kg	4000
From 203 cm	2000
International passenger transportation (currency - euro)*
1 place	25	0	0	0
2 places	50–105	25–80	25–80	0
3 places	75–185	50–160	50–160	25–80
23–32 kg	25–80		0
32–50 kg	50–160
From 203 cm	25–80
Flight from Thailand (currency - Thai baht)
1 place	1000	0	0	0
2 places	3400	2400	2400	0
3 places	5800	4800	4800	2400
23–32 kg	2400		0
32–50 kg	4800
From 203 cm	2400
Flight from China People's Republic(currency - Chinese yuan)**
1 place	180	0	0	0
2 places	840	660	660	0
3 places	1500	1320	1320	660
23–32 kg	660		0
32–50 kg	1320
From 203 cm	660

*Depends on direction.

** Except for flights from the capital of China, Beijing, to Khabarovsk and Vladivostok.

Passengers ask about baggage check-in online. The company warns that this is done only at the airport, at counters - regular or for receiving cargo.

You should also pay attention to Additional information about payment:

How is “non-standard” transported?

There is a concept of oversized and heavy luggage. Then the dimensions exceed a total of 203 cm, and the weight is over 32 kilograms. In such cases, an individual company decision is necessary.

Refusal may follow if there is not enough space in the cargo compartment or the type of aircraft does not allow the carriage of such cargo.

If you have to take such luggage or need to reserve three standard seats, before the flight, send a corresponding request to the company through its website or call help desk to check availability free seats.

"Additional norm"

Additional payment for the cost of baggage s7 is carried out when purchasing an air ticket through the website, at the airport, the C7 Airlines Contact Center, and after purchasing a travel document - at the company's ticket offices or at the Contact Center.

As part of the service " Additional norm baggage allowance" you are allowed to carry 5–15 kilograms in excess of the norm. The company allows you to use this service once.

The service is not available on flights:

from Moscow to Irkutsk, Chita, Ulan-ude, Yakutsk (and from Yakutsk);
from Beijing to Yekaterinburg, Omsk, Yakutsk;
from Novosibirsk to Vladivostok and back, from Urumqi to Novosibirsk.

If the weight of the additional cargo is less than the paid one, money is not returned to the passenger.

How much does luggage cost in s7? If there were more things, then at the airport you can pay the difference or get a full refund, minus a return fee (in accordance with the airline’s tariffs).

In some cases, the passenger may be refunded for baggage. s7 if he refused the flight or the flight was cancelled.

Transportation of animals

Often you need to take animals in containers on the road. Suggestions about free transportation do not apply to them.

Containers with pets are paid for as excess baggage , no matter how much luggage the passenger has.

Typically, containers with animals are placed in the luggage compartment if the total weight exceeds 8 kg and the total dimensions do not exceed 115 cm.

All registration procedures take place at the airport, It's impossible to do this online.

What else is taken into account?

To avoid any misunderstandings, you should pay attention to points that may affect the cost of baggage transportation.

The rules apply along the entire route if the flight is carried out on S7 Airlines flights.

How to pay for luggage in s7? Airplane baggage fees are valid one way, unless other conditions are provided for in the contract.

If a passenger has used a code-share service or a transfer that also involves partner companies, then free transportation baggage is carried by International Association IATA air transport.

Then the single “dominant” carrier rule applies. Information is clarified at the S7 Airlines contact center.

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