FAQ
1. How can I find out where Air Astana fly and your timetable?
2. How can I make an inquiry about your flights, fares and / or make a reservation?
3. How soon do I need to pay for my ticket, when making an online booking?
4. What methods of payment can I use to purchase my Air Astana ticket?
5. Who should I contact if I have a query about my online booking?
6. If I book online, how soon will I receive a ticket?
7. Can a ticket, which was paid online, be refunded?
10. How can I check whether I require a visa for my journey?
11. My passport is expiring soon. Is it still possible for me to make an international journey?
12. Do I need to purchase any travel insurance for my trip?
13. Should I be vaccinated against certain illnesses, or take any special medicine?
14. How can I find out how much baggage allowance I will have and how much hand baggage I can carry?
15. What’s the smoking policy on Air Astana flights?
16. Is it possible to order a special type of meal to be served on your aircraft?
17. Is it possible for a child to travel on Air Astana flights without being accompanied?
18. Can I use my Mobile telephone during my flight?
19. May I use my laptop computer on board your aircraft?
20. Can my pet travel in the passenger cabin with me?
21. What should I do if I lose my ticket?
22. How do I know which terminal my flight arrives/departs from? 23. How to report for business trip? 24. How to get an official confirmation of flights taken on Air Astana? 1. Q: How can I find out where Air Astana fly and your timetable? A: Please go to the section “e-Services/Flight timetable” of this website. 2. Q: How can I make an inquiry about your flights, fares and / or make a reservation? A: You can make an Online Booking yourself via the booking service on this website or you can contact the Air Astana Call Centre or office in the country of your residence. You can find telephone numbers and International/Kazakhstan office addresses under “About Air Astana/World Wide Offices” section of this website. 3. Q: How soon do I need to pay for my ticket, when making an online booking? A: You will need to pay your ticket immediately, using a valid credit card (Visa or MasterCard). i.e. reserving a booking is not allowed. 4. Q: What methods of payment can I use to purchase my Air Astana ticket? A: You can pay only by Credit Card (Visa or MasterCard). 5. Q: Who should I contact if I have a query about my online booking? A: You can either send a message to Air Astana, using the “About Air Astana/Contact Us” section of this website or by sending an email to online_booking@airastana.com and your query will be answered by one of our Customer relations staff. 6. Q. If I book online, how soon will I receive a ticket? 7. Q: Can a ticket, which was paid online, be refunded? A: Refunds depend on the fare condition of your booking. To find it you are eligible for a refund, simply please send an e-mail to online_booking@airastana.com 8. Q: What are 'Airport Taxes'? A: Some airports charge a “departure tax” that must be paid by every departing passenger. These taxes will usually be included in your total ticket price however certain airports will charge this tax directly to the passenger. Your local Air Astana call centre, ticket office, or travel agent will be able to advise you. Please note however, that all bookings made online via this website will have the Airport Taxes included into the quoted fare price. 9. Q: How can I find the address and telephone number of the Air Astana office in the country where I reside? A: You can find telephone numbers and International/Kazakhstan office addresses under the “About Air Astana/World Wide Offices” section of this website. 10. Q: How can I check whether I require a visa for my journey? A: Some countries do require an entry or transit visa to be issued prior to your journey. We recommend that you check with the Visa / Consular section of the Embassy of any country that you are transiting or visiting. Many countries supply visa information on their websites, and your Travel Agent can also normally advise you. It is the responsibility of the passenger to ensure that he/she is in possession of all necessary visas and entry / exit permits. Also you can get useful visa information in Kazakhstan visa requirements section and information about Kazakhstan Diplomatic Mission abroad and Foreign Missions in Kazakhstan. As an aid to passengers, we have provided useful visa information under a section called “Travel Information /Kazakhstan Visa Requirements”. 11. Q: My passport is expiring soon. Is it still possible for me to make an international journey? A: It is very important that you make sure that your passport remains valid for the whole duration of your travel itinerary. Some countries require that your passport remains valid for a certain period of time (typically six months). You should check these requirements with the embassy of the country to which you will be travelling. 1212. Q: Do I need to purchase any travel insurance for my trip? A: This is a personal choice and whilst it is not necessary to purchase travel insurance, our advice is to obtain insurance coverage for any trip abroad that you make. 13. Q: Should I be vaccinated against certain illnesses, or take any special medicine? A: Advance vaccination might be recommended or necessary in some cases, depending on your destination and/or routing. We recommend that you consult your doctor or travel clinic and seek medical advice prior to travelling if in any doubt. 14. Q: How can I find out how much baggage allowance I will have and how much hand baggage I can carry? A: Baggage allowances vary depending on your class of travel. Typically, each Business class passenger has an allowance of 30kgs, whilst each Economy class passenger has an allowance of 20kgs. 15. Q: What’s the smoking policy on Air Astana flights? A: No smoking is permitted on board Air Astana aircraft. Smoking is also restricted in many airport terminals around the world. If you wish to smoke in an Airport Terminal Building please ask staff to direct you to an area of the building where smoking is permitted. Fines can be very expensive for ignoring No Smoking regulations. 16. Q: Is it possible to order a special type of meal to be served on your aircraft? A: Air Astana is very pleased that it is able to offer special meals to suit special dietary needs. You may request a special meal at the time of booking or when buying your ticket. Special meals must be requested no later than 48 hours prior to the scheduled departure time of your flight. 17. Q: Is it possible for a child to travel on Air Astana flights without being accompanied? A: Children aged between five and sixteen years old may travel on Air Astana flights without necessarily being accompanied. Our dedicated and well-trained staff will assist your child in checking-in and will take further care of him or her on board an aircraft, accompanying him or her after landing. For further information, please contact your local Air Astana office or call centre. 18. Q: Can I use my Mobile telephone during my flight? A: As the signals from a mobile telephone may interfere with the communications and electronics on an aircraft, all airlines have a policy that mobile telephones MUST BE SWITCHED OFF before boarding the aircraft and MUST NOT BE SWITCHED ON AGAIN until you have disembarked from the aircraft. 19. Q: May I use my laptop computer on board your aircraft? A: Laptop computers, computer games and cassette recorders can be used during the flight. However, they must not be used during take-off and landing. If in doubt please ask the Cabin Crew on your flight before using your computer or any electronic equipment. 20. Q: Can my pet travel in the passenger cabin with me? A: Yes it is possible for your pet to travel in the passenger cabin with you. However there are certain conditions which you must follow. Essentially, your pet must be kept inside a special pet container, at all times. The maximum size of the pet container is 30 x 47 x 27 cm (for all aircraft types, except the Fokker F50, where the container should be no larger than 29 x 43 x 26 cm in order to fit it under the seat). The maximum weight is 8 kg (17 lb.) for a pet including the container. Only one container per passenger is allowed. Alternately, your pet may also be transported as checked baggage and carried in the aircraft hold (2 times the normal excess baggage rates apply) or they can be transported as cargo (special cargo rates apply). Further information can be found in the section “Carriage of Pets” section of this website. 21. Q: What should I do if I lose my ticket? A: Contact your nearest Air Astana ticket office or your travel agent immediately. Depending on your circumstances a lost ticket may be replaced after investigation and completion of an indemnity for the airline against the lost / stolen ticket being used. A fee may be charged for this service. Please also see the information under “Information and Services/ Electronic Tickets Information” section of this website. 22. Q. How do I know which terminal my flight arrives/departs from? 23. Q. How to report for business trip? A: Air Astana recommends that you keep your boarding passes and payment documents (cash and credit card receipts). The provision of these documents is sufficient to report your business trip, showing the expense of your transportation costs and to account for VAT. (For overseas trips it is also required to attach a copy of your passport page with border control stamps on it). 24. Q. How to get an official confirmation of flights taken on Air Astana? A: Air Astana can provide an official flight confirmation letter. To receive an official flight confirmation letter:
Further information about baggage allowance and hand baggage can be found under the section “Information and Services/Baggage Allowances and Information” section of this website.
This procedure is available at all Air Astana ticketing and reservation offices.
