Please read these Terms and
Conditions before using the online booking service.
1.
General terms
Air Astana retains the right to
amend Online Booking Terms and Conditions without prior notification of the
Passenger. Any modifications in Terms and Conditions will become valid upon
being published at the Air Astana website.
Air Astana provides you with the
facility to book and buy tickets via its website www.airastana.com 24 hours a
day, 7 days a week. It is allowed to book up to 9 passengers per one booking.
This means that you are not allowed to book a group of more than 9 passengers
including children and infants. Child is defined between 2 - 12 years old for
international flights, between 2 – 15 years old for domestic flights, and
Infant is a baby under 2 years old. Children must be accompanied by an adult.
Children or infants cannot be added to the ticket after the booking has been
made. For detailed information please see the section Children, Infants and Unaccompanied Minors Policy.
During the online booking process
you can specify your seats and meal preferences. The system is configured to
show the cheapest available prices at the time of booking. An E-ticket will be
sent to your email address immediately after you finish your booking. Then
simply print off your E-ticket and show it at the check-in desk with a valid ID
or passport indicated during the booking process.
Tickets can be purchased up to one
hour before departure on our website.
Seat selection service allows you to
select available seats in both Business (subject to aircraft type) and Economy
classes. The seats you choose will be pre-assigned for you; in case you forget
to select seats during the online booking process, please contact our Call
Centre by phone number +7 727 244 44 77 or address your e-mail to online_booking@airastana.com. However,
the service is provided for your convenience only and seat(s) cannot be
pre-assigned for you in case of aircraft change to another type; if there are
more than two infants in a row and if the seats you have chosen are emergency
seats. Selection of seats does not guarantee that you will be given the exact seats
you have chosen in online booking.
Air Astana offers Check My Trip
service if passengers would like to see Flight Details, Fares, Fare Conditions
and Taxes. For this information, passenger can follow the link Check My Trip
and specify Passenger’s Surname and Booking Reference number (6 alphanumeric
code). As a result, the passenger will be able to see the Itinerary page – the same page that
appears at the end of the booking process immediately after the payment is
done.
2. Application of Fare Conditions
During the booking process the
Passenger should familiarize himself/herself with Online Fare Conditions applied to the chosen price and ticket. Fare
Conditions are shown at Steps 2, 3 and 5 and in the Confirmation of
reservation. After you have completed booking and payment Confirmation of
reservation will be sent to the email address specified at Step 4 (Passengers’
details).
At Step 5 (Confirmation of purchase)
and before proceeding to payment page, a passenger must accept Fare Conditions
by ticking the check box and confirming that he/she agrees with given Fare
Conditions of the ticket.
Air Astana reserves the right to
change the fare parameters in relation to rebooking, cancellation, no show in
any of the stated Fare Conditions. These changes will not affect already bought
tickets.
2.1. Change of booking
All changes must be initialized by a
passenger’s request sent from the email specified during the online booking.
This is an essential procedure aimed in preventing unauthorized changes of
itinerary details. Change will be conducted according to the Fare Conditions of
your ticket. Change penalty may be applied if it is required by the Fare
Conditions.
According to the rules of the
International Air Transport Association’s (IATA) Passenger Services Conference
Resolutions Manual, Flight coupons shall be used only in sequence provided in
the Ticket. Otherwise, such flight coupon(s) shall not be accepted for
carriage, exchange or refund and are not valid.
Up to three spelling mistakes are
allowed for correction. Replacement of passenger’s name in E-ticket to another
name is not allowed. To change passport number, passenger should send a scanned
copy of their passport to the email address online_booking@airastana.com.
Adding other people to the already created booking is not allowed.
2.2. Cancellation and Refund
If you need to cancel a ticket and
request a refund, you should send your cancellation request to online_booking@airastana.com from the
e-mail address specified during the online booking process. The refunded sum
can be credited only to the card that was used during the purchase of the
E-ticket. Refunds are generally processed in five to seven working days.
Cancellation and refund will be made according to Fare Conditions of your
ticket. Refund penalty may be applied if it is required by the Fare Conditions.
2.3. No Show
If you request us to refund or
change your E-ticket after departure of the flight, it will be considered
according to the Fare Conditions and No-Show policy of the ticket.
3.
Online Security
For security reasons Air Astana does
not keep sensitive information such as Credit or Debit Card numbers, CVC/CVV
codes and expiry dates. All transactions are conducted by companies who are
fully certified by Visa, MasterCard and American Express payment systems.
Air Astana takes all necessary
precautions in order to secure information and keep any sensitive information
confidentially. All sensitive passengers’ information is secured and encrypted
as it travels over the Internet. When the passenger proceeds to the Payment page
the information is transferred and encrypted by SSL (Secure Sockets Layer)
protocol.
Air Astana operates privacy policy
to protect and safeguard the privacy of personal information of the Passenger.
At Step 4, you are required to provide such detailed information about you as
Passenger’s First name, Passenger’s Last name, Frequent Flyer Programme number
(if applicable) and your contact information in order to process an airline
booking. This information will be used for the purposes of providing you with air
transport services. It will also be used to notify you about any schedule
changes in, or cancellations of, your flight(s). Air Astana will not, by any
means, transfer personal information about Passengers to the Third Parties with
exception of cases when this may be required by an official request of
respective authorities and police.
3.1. Use of Credit or Debit Cards
To pay for E-ticket, a passenger may
use a valid credit or debit card. Air Astana accepts Visa, MasterCard and
American Express cards from any bank with particular exceptions listed below.
For the currencies EUR (Euro), GBP
(British pound sterling), AED (United Arab Emirates dirham), THB (Thai baht),
CNY (Chinese yuan), INR (Indian rupee), KRW (South Korean won) it is possible
to pay only by credit or debit cards of Visa and MasterCard (except
Cirrus/Maestro) payment systems.
For the KZT (Kazakhstan tenge) currency you can
pay by any Visa, MasterCard and American Express cards plus the Maestro, Cirrus
debit cards issued by Kazkommertsbank only.
It is not compulsory for a card
holder to be a passenger. However, please be advised that the card holder will
be responsible for transactions made online via the Air Astana website.
Your credit card will be debited
immediately after you click on the “Pay” button at the Payment Step.
3.2. Anti-fraud procedures
Air Astana
considers an illegitimate use of credit cards as a very serious threat imposed
both on the cardholder and the airline. To prevent such a misuse, Air Astana
operates anti-fraud procedures.
The
passenger should present the credit card used for the online booking at the
time of check-in or boarding for verification.
If the
cardholder is not a part of itinerary, the passenger should present a photo
copy of the credit card and the signature page of the cardholder’s passport at
the time of check-in and boarding for verification.
Online
transactions made by using Corporate Cards and American Express credit cards
are not protected by 3DSecure technology and they are high risk transactions
for Air Astana. Therefore, Air Astana requires the passenger to present
additional documents (credit card and ID) at the airport check-in. Copies of
these documents may also be required if IP addresses of high risk fraudulent
countries such as USA, Pakistan, Philippines, Vietnam, Mexico, and Canada are
used for the booking.
In case of
suspicion of fraud, Air Astana reserves the right to make a complete
investigation, contact a passenger, cancel a ticket and report the fraud
details to respective authorities and police. Any passenger found to be
travelling on a fraudulently purchased ticket will not be allowed to board and
be blacklisted.
4. Currencies
Air Astana processes transactions in
a variety of currencies generally based on the currency of the country of
departure. Kazakhstan tenge
(KZT) is accepted within Kazakhstan
routes, flights from Kazakhstan
to international cities and flights from any international city to Kazakhstan, if
a Resident of Kazakhstan option is selected.
EUR (Euro) is accepted for payment
of flights departing from Amsterdam, Antalya, Baku, Bishkek, Frankfurt,
Hannover, Istanbul, Kuala Lumpur, Moscow, Novosibirsk; GPB (British pound) –
London; AED (Arab Emirates dirham) – Dubai; THB (Thai baht) – Bangkok; CNY
(Chinese yuan) – Beijing, Urumqi; KRW (South Korean won) – Seoul and INR
(Indian rupee) – Delhi.
4.1. Foreign Currency Transaction
Fees
Air Astana charges the exact amount
of the price shown at the moment of purchase without applying any exchange
rate, foreign currency transaction or service fees. Your issuing bank or
payment system may apply its own inter-bank exchange rates, foreign currency
transactions or service fees. If you do not know your bank currency exchange,
foreign currency transactions and service fees policy, you are advised to
contact your bank before you pay. By clicking on the “Pay” button you confirm
that you have been advised of this. Air Astana cannot be held responsible for
any supplementary fees applied by your card issuer or payment system. Currency
Converter at Step 3 under section “Price” is included solely for your
convenience.
4.2. Kazakhstan Residency
Please note that Kazakhstan currency regulation requires its
residents to transact in Kazakhstan
tenge (KZT). Therefore, we need to ask if you are a Resident of Kazakhstan. If
YES – your transaction will be conducted in Kazakhstan tenge (KZT).
The Kazakhstan currency legislation presents
the following definitions of residents: the citizens of the Republic of
Kazakhstan, including those who are living abroad temporarily or who are in
public service beyond the bounds of the Republic of Kazakhstan, apart from the
citizens of Kazakhstan with the right to permanent residence in a foreign
country, granted in accordance with the legislation of this country, foreigners
and people without citizenship with the right to permanent residence in the
Republic of Kazakhstan.
Air Astana does not bear any
responsibility if passengers specify residency incorrectly.
4.3. Passport details
The form of identity submitted
during the booking process will be required at the time of your check-in. For
international travels, an International passport (to be used in the Booking
process at the Step 4, Passenger’s details) is required. National ID details may
be indicated during the booking process if the passenger is a Kazakhstan citizen travelling within Kazakhstan or to/from Russia;
internal passport details may be indicated if the passenger is a Russian Federation citizen travelling to/from Kazakhstan.
For citizens of the Russian Federation
who do not have their names written in Latin in passport, it is allowed to
write their names in Latin letters during the booking process. The number of
the passport will be used as the main identification of the passenger. If the
passport number also has Cyrillic letters, it is strongly recommended that you
do not indicate them in the booking; only numbers should be filled in.
5. Online customer support
The preferred media of communication
is email messages. Email requests are handled with the highest priority.
However, Air Astana will not accept responsibility in case of improper
operations of email systems, including spams, email blocks by antivirus filters
and systems, etc. which are beyond control of Air Astana. If you do not receive
a response or acknowledgement, we recommend you contact our Call Centre +7 727
2 44 44 77 or by duplicating email to online_booking@airastana.com.
5.1. Invoices
Air Astana may provide a payment
invoice only in case this is requested by passengers. Such requests should be
sent to invoices@airastana.com email
address. Air Astana cannot make any other types of invoices assigned to any
Organization or Company since Air Astana issues tickets only to individuals.
6. Acceptance of Terms and
Conditions
When the passenger clicks on the
Check Box of accepting Terms and Conditions and Fare Conditions at Step 5
(Purchase Confirmation), he/she confirms that he/she is familiar and agrees
with the Terms and Conditions and Fare Conditions and will not dispute them in
future.