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. 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 - 11 years old (inclusive) for international flights, between 2 – 14 years old (inclusive) for domestic flights, and infant is a baby under 2 years old. The age of the infant must be less than 2 years old at all travel dates. 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.Youth
fare is available for passengers aged 12 to 25 years inclusive at the time of
departure of the first segment of the travel. For routes Almaty – Delhi, Delhi
– Almaty from 12 to 28 years inclusive.If you are travelling on these routes and
your age is between 26 and 28 years inclusive, you may book your flight via our
Ticket Offices or Call Centre.Web Check-in is not available for unaccompanied minors, passengers with an
infant(s), child(ren), passengers with an extra seat, passengers on a
stretcher, youth, seniors and passengers who agreed with airline’s anti-fraud
procedure. Verification of travel documents will be carried out at the airport
upon checking in. If you do not fall into the above age category, you will be
denied boarding. The airline will not be liable for costs associated with it.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 identification document specified during the booking process. The following identity documents are valid for air carriage within Kazakhstan only:
When booking ticket(s) online, it’s the passenger’s responsibility to ensure their names are typed correctly. In the event of errors in spelling of name, passenger will be denied boarding and be responsible for all costs associated with rebooking.
Tickets can be purchased up to three hours 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 firstname.lastname@example.org. 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
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’
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
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.If you have accepted the Rules for Anti-fraud procedures and wish to rebook your ticket, you can do it at any of our ticketing offices where you are required to show the original card that was used for making a payment and the cardholder’s ID. If the card used for payment is corporate or non personalized, you need to present an authorization document from the head of the organization to which the card belongs, with a company letterhead and original stamp.
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.
It is not allowed to make any changes to passenger’s first name or last name in an E-ticket. To change passport number, passenger should send a scanned copy of their passport to the email address email@example.com. Adding more people to already existing booking is not allowed as well.
2.2. Cancellation and Refund
If you need to cancel a ticket and
request a refund, you should send your cancellation request to firstname.lastname@example.org 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.
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)
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 USD (US dollar), EUR (Euro), GBP
(British pound sterling), AED (United Arab Emirates dirham), THB (Thai baht),
CNY (Chinese yuan), INR (Indian rupee), KRW (South Korean won), HKD (Hong Kong dollars) 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
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 Europe and USD (US dollar) for
all other destinations; exceptions: GPB (British pound) from London; AED (Arab
Emirates dirham) from Abu Dhabi; THB (Thai baht) from Bangkok; CNY (Chinese yuan) from
Beijing, Urumqi; HKD (Hong Kong dollars) from Hong Kong; KRW (South Korean won) from Seoul and INR (Indian rupee) from
4.1. Foreign Currency Transaction
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
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 email@example.com.
Air Astana may provide a payment invoice only in case this is requested by passengers. Such requests should be sent to firstname.lastname@example.org. Air Astana cannot make any other types of invoices assigned to any legal entities since Air Astana issues tickets only to individuals.
By clicking on the Check
box of accepting Terms and Conditions at Step 5 (Purchase Confirmation), the
Client confirms that he/she is familiar and agrees with the Online Booking Terms
and Conditions, Fare Conditions,
General Conditions of Contract and Rules of Air Carriage of Passengers and Baggage and will not dispute them in
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