e-Services

Please read these Terms and Conditions before using the online booking service.

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. 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.

To book a ticket you need to visit the Air Astana website at www.airastana.com and fill in the booking form. Simply specify the required flight details such as departure and arrival cities, flight dates, number of passengers and class of service. You can also book children and infants with your reservation. If you tick the “My dates are flexible” check box, the system will show you the cheapest fares available three days before and after the specified date. Then click on the “Search Flight” button and follow the six remaining steps, where you will select your flight date and time and flight fare, specify your personal details and proceed to the payment window.

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.

Tickets can be purchased up to one hour before departure on the website www.airastana.com and you have a maximum of 20 minutes to complete your transaction.

Booking Steps

Step 1: Confirm your date(s). This step requires you to select date(s) of flight that suits you the best.

Step 2: Choose your flight. In this step you can select a particular flight for the specified date. You can also select a suitable Fare for a particular flight. Please read Fare Conditions very carefully. Fare Conditions will be applied in case of change or refund request and in case of no show.

Step 3: Review your flight(s) details. This web page shows your flight details and Fare Conditions before proceeding to Passenger details and Purchase pages. Please read flight details very carefully. If you make a mistake specifying flight details such as dates, departure and arrival cities, selection of Fare Conditions, any changes after ticket is purchased and issued will be made according to changes policy of Fare Conditions.

Step 4: Provide Passenger(s) details. On this page, you need to specify your and other passengers’ personal details. Make sure that contact information is valid, especially an email address since confirmation of booking and E-ticket will be sent to the specified email address. Also all modification requests such as change or refund will be accepted only from the email address specified on this web page. This ensures that any changes in flight(s) details are authorized by the Passenger only.

Step 5: Purchase. This web page shows your flight and purchase details, meaning a full amount of the purchase will be shown including airport taxes. Also on this page, you will be asked to confirm your acceptance of Fare Conditions of the ticket and Online Booking Terms and Conditions. You are advised to enter your card details very carefully by filling in Name shown on card, valid card number and expiry date plus 3-digit security code known as CVC/CVV.

Step 6: Itinerary. This page confirms that purchase of the E-ticket was completed successfully. It contains all necessary information about the flight including the flight date(s), departure and arrival cities, Fare Conditions, ticket fare including airport taxes. You are advised that Confirmation of reservation is NOT a valid E-ticket. E-ticket should be sent to your email address separately after booking is completed.

Confirmation of reservation. This is a copy of Step 6: Itinerary which will be sent to the email address specified at Step 4: Passenger(s) details.

Fare Conditions

During the booking process the Passenger should familiarize himself/herself with 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). To see details of Fare Conditions, visit the following web page.

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.

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.

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.

List of international currencies and respective city departures:

EUR (Euro) – 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

INR (Indian rupee) – Delhi

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. Please also be advised that Currency Converter at Step 3 under section “Price” is included solely for your convenience.

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 Regulation presents the following definitions of residents: the citizens of the Republic of Kazakhstan, including those who are living abroad temporarily or who is 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.

Seat selection

This service allows you to select available seats in both Business and Economy classes. The seats you choose will be pre-assigned for you; in case if you forgot 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 cases of change of aircraft; 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 seats you have chosen in online booking. You will be assigned seat(s) firmly once you check-in online by using Web Check-In or at check-in desk.

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 given only in sequence as shown on the passenger’s coupon. 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 prohibited. To change the passport number, passenger should send a scanned copy of the passport to the email address online_booking@airastana.com. Adding other people to the already created booking is not allowed.

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.

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.

Check My Trip

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.

Fraud monitoring

Air Astana considers fraudulent actions as very serious threat and takes all necessary actions to prevent fraud and prosecute fraudsters. 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. Air Astana will endeavour to contact a passenger using all available contact details (business and mobile phone numbers and email address). Air Astana will cancel the ticket in case if contacting the passenger is not possible.

Online transactions made by using Corporate Cards and American Express are not protected by 3DSecure technology and they are high risk transactions for Air Astana. Therefore, Air Astana requires additional documents (copy of the credit card and ID or passport of the cardholder) to be provided via email to online_monitoring@airastana.com or as an alternative you may present additional documents at check-in.

In case you have not provided the requested documents via email and cannot present the credit card used for online purchase at the check-in, you will be offered to purchase a new ticket at the time of check-in, otherwise you will be denied boarding if you fail to purchase one. If a new ticket was purchased at the time of check-in your online booking/ticket will be cancelled and with subsequent refund to the credit card used for online booking.

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. Citizens of Kazakhstan may use their Kazakhstan National ID for domestic travels.

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; please fill in numbers only.

Children and Infants

Child is defined between 2 - 12 years old and Infant is a baby between 0 - 2 years. 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 Minor Policy.

Invoices

Air Astana may provide a payment invoice only in case if this is requested by passengers. Such requests should be sent to online_booking@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.

Online customer service

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 sending email to online_booking@airastana.com.

Privacy policy

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.

Security policy

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.

Links to Third Parties' websites

The Air Astana website may contain links to other internet sites operated by Third Parties. Air Astana does not operate or control in any respect any information, products or services on such Third Party sites. Third Party links and pointers are included solely for your convenience, and do not constitute any endorsement by Air Astana. You assume sole responsibility for use of the Third Party links.

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.