Information and Services

Air Astana policy

Air Astana follows the following policy in regard to passenger’s unacceptable behaviour:

• not to leave any unacceptable behavior without consequences;
• to grant authority to staff to prevent and stop passengers’ unacceptable behavior;
• to report unacceptable behavior to the relevant authorities and render a maximum assistance to them in prosecuting passenger for any criminal offences.
• to institute legal action in the interest of flight safety and to protect company staff and equipment should the results from the above measures be considered inadequate.

Unacceptable behaviour
If a passenger Air Astana has committed the offences including:

• put the aircraft, or any person in it, in danger
• threatened, abused or insulted the crew or other passengers
• deliberately interfered with the crew in carrying out their duties
• failed to obey the instructions of the crew relating to safety or security
• failed to obey the seat-belt sign and air astana’s policy banning smoking onboard
• committed a criminal offence
• consumed alcoholic drinks including those acquired in duty free shops; excluding those offered on board the aircraft as a standard service
• failed to obey the crew's instructions relating to drink limitations
• used electronic devices and means of communication during taxiing, take-off and landing
• made a hoax bomb or other security threat
• behaved in a way which causes discomfort and inconvenience to the crew or other passengers
• damaged airline property and/or removed it from the aircraft

Air Astana may take any measures to prevent continued unacceptable behaviour by a passenger, including:

• to refuse to carry on remaining legs.
• to hand passenger over to the relevant authorities with a view to them prosecuting you for any criminal offences passenger might have committed due to the state of arrival.

Diversion costs caused by unacceptable behaviour

If, as a result of passenger’s unacceptable behaviour, crew diverts the aircraft to an unscheduled place of destination, passenger must pay us the reasonable and proper costs of the diversion. If the passenger refuses to pay the cost of the diversion, Air Astana reserves the right to go to the court for recovering the cost of damage.