How to return s7 airline tickets correctly. Conditions and instructions for returning tickets for an S7 airline flight purchased online S7 airline return ticket

The ability to purchase air tickets online saves passengers time. In some situations it is necessary to return the ticket. This may happen at the initiative of the client or due to the fault of the airline. We’ll look at how to return a plane ticket purchased online from S7 Airlines in our article.

About the possibility of returning air tickets to S7 Airlines

The carrier's air tickets are offered at several tariffs. The client can view the flight schedule and pricing policy on the official website of S7 Airlines.

Return policies differ for different tariffs.

If the air ticket is refundable, then, if necessary, the client can cancel the service order at any time and receive his money:

1. "Business Flexible" You can return your plane tickets without losing money. If a passenger missed his flight, he can use the exchange service and arrange a flight on another date.
2. On the Business Basic tariff plan, if you are late for a flight or want to change the departure day, a fee will be charged. It will not be possible to return the ticket and receive a refund.
3. Tariff "Economy Flexible". Ticket refund or change of departure date without fees. If the cost of a ticket for a new flight is higher than the previous one, you must pay the difference. If a passenger is late for a flight to change the departure date, a fee is also paid; air tickets at this rate are refundable.
4. For the Economy Basic fare, changing the route and departure date is possible upon payment of a fee. Ticket return and refund are not provided for this fare.

Depending on the fare, the passenger can determine whether the amount of money will be returned to him in case of voluntary refusal. When purchasing an air ticket, the client needs to weigh the pros and cons. If circumstances may arise that interfere with the flight, it is better to buy a refundable ticket.

If the low cost of the flight is a priority and the passenger is confident that there will be no obstacles to the flight, you can save money and purchase a non-refundable ticket.

The amount that is reimbursed to the holder of a return ticket will depend on the period of application:

• if no later than 24 hours before the end of registration, the full amount of the ticket is returned to the client. In this case, the airline will retain a commission related to the costs of providing the service;
• if there are less than 24 hours left before check-in for a flight, a 25% commission is withheld, and a fee for airline expenses is also charged;
• Once registration is completed, it is not possible to return the ticket.

A forced refund of an S7 air ticket can be made in the following cases:

• the flight was canceled or the flight was rescheduled;
• the flight route has changed;
• there are no places according to class;
• Passengers boarded at an airport not included in the original route.

Important! If the flight is partially completed, the passenger is forced to return part of the funds for the unused route.

When purchasing a non-refundable ticket, you can compensate the amount in case of illness or death of the passenger. Other reasons are not grounds for compensation for the cost of the flight.

As a supporting document, the air carrier must be provided with a certificate of illness or sick leave. If a passenger dies, a close relative can contact the company, providing all the necessary documents.

Procedure for returning tickets purchased online

Due to various circumstances, passengers are sometimes required to return their air tickets and cancel their planned flight. It is impossible to predict in advance what may become an obstacle to travel or a business trip.

You can return your S7 air ticket on the carrier’s website. To do this, in your personal account you need to go to the “My Bookings” tab and fill out an application. You can return plane tickets online if you have not taken a single flight included in your booking.

Another option is to contact the 24-hour customer support service at 8-800-700-07-07. The call is free, calls are accepted from all regions of Russia.

When making a call, the operator will request the personal data of the client who contacted him, the first and last digits of the bank card with which the tickets were paid. The operator must give the reason why you want to cancel the flight.

The airline's website provides a feedback form. You can submit a return request through it. A company representative will contact the passenger via email. The client can track what stage of processing his application is at.

The money must be returned to the passenger within 20 days from the date of filing the cancellation request. This is exactly the period, according to the law, allotted to the air carrier to fulfill its obligations to return funds. Crediting occurs to the bank card account that was used to pay for services.

If the payment was made with miles, then they should be credited back to the client’s account. The passenger also has the right to issue a refund additional services– insurance, location selection, etc.

Will a commission be charged upon return?

If a ticket is returned one day before check-in is completed, the passenger will be refunded the full cost of the ticket. However, a fee related to the carrier's expenses in selling tickets is withheld. The amount of the additional fee can be found out through the carrier’s hotline.

If there is less than a day left before departure, you can only receive 75% of the paid amount. A passenger who decides to cancel a booking must contact the company as soon as possible and notify of his intention to cancel services.

You can notify the carrier by phone, online or at the airport.

Possible difficulties when returning tickets

According to reviews from passengers, returning is not always easy. Sometimes clients have to face a number of difficulties.

For example, difficulties arise if a passenger refuses to travel on a non-refundable ticket due to illness. The company may refuse to transfer money if the provided sickness certificate is filled out in illegible handwriting. In this case, you will have to contact the medical institution for a new form.

If for some reason the airline refuses to refund the cost of tickets, or the passenger is not satisfied with the terms of the refund, you need to carefully study the tariff.

If the client is confident that he is right, he can file a statement of claim in court and, in this manner, return the money spent.

The main thing is that if you intend to cancel your flight, you must notify the carrier as soon as possible. This way, you can save on additional costs and avoid disputes with the airline.

Since this is the cheapest fare, the ticket is considered completely non-refundable. It is possible to change the date, flight number, route, but subject to additional payment.

• If there are more than 40 minutes left before departure– 3,000 rub. for flights within Russia, 60 euros for international flights.
• If less than 40 minutes– 5,000 rub. within Russia, 80 euros – abroad.

You can choose a fare in a higher class by paying the difference in price.

Economy Flexible (YF)

This tariff allows you to change the departure date without paying fines, but if the ticket price is higher, the difference must be reimbursed. If the passenger completely cancels the flight or is late for the flight and does not want to change the date, he will have to pay all the fees, and there are many of them:

• airport taxes;
• fees for unused sections of the route;
• air ticket registration fee;
• dachshund YR.

Only YQ tax is issued for returns.

When exchanging a ticket, it is possible to change the fare to a higher one by paying the difference.

Business Basic (CB)

The rate is completely non-refundable. To change a flight if a passenger misses the plane, you need to pay a fee.

• If there are more than 40 minutes before departure, the penalty is 5,000 rubles. for flights within Russia, 80 euros for international flights.
• If less than 40 minutes– 7,000 rub. in Russia, 110 euros abroad.

Business Flexible (CF)

Within this tariff, you can change your flight or departure date without paying any fees. You will have to pay extra if the selected option is more expensive in price. If it is impossible to make any air flight, only the YR tax will be issued for return.

In any case, a full refund is possible if you cancel your flight no later than 24 hours before departure. Once check-in for a flight has been completed, the ticket cannot be returned.

If the flight was partially completed, the corresponding incomplete amount will be refunded.

When can I get my money back?

There are certain conditions under which the ticket price will be refunded in any case, regardless of the fare booked.

1. the flight was canceled or rescheduled by the airline;
2. the original flight route has changed;
3. there was not enough space according to the class selected on the ticket;
4. the plane returned to the airport without reaching its intended destination;
5. the flight from the connecting airport was not organized;
6. landing at an airport not included on the route.

In what cases will it be refused?

Money for a purchased ticket cannot be returned if the ticket was initially non-refundable and there were no serious reasons for this return. This applies, as a rule, to voluntary refusals of passengers from air travel.

Passengers who show up for check-in while intoxicated may be left without monetary compensation.

Is it possible to return a non-refundable air ticket?

If the ticket is non-refundable, according to clause 2 of Art. 108 of the Air Code of the Russian Federation, a refund of the ticket price is possible only for the following reasons:

• Serious illness, documented. The passenger must notify the airline in advance that he will not be able to fly.
• Death of a passenger. In this case, his relatives will receive the refund.

Forced reimbursement of service costs

There are cases when the airline is forced to refund a passenger because it cannot provide properly paid services.

For example, you have to make a forced refund for the service of choosing a seat increased comfort in the event of a passenger being transferred during a flight to a seat of a lower class for safety reasons. This may also be the case in case of flight cancellation and aircraft replacement.

To get a refund you need to:

1. You can fill out the application on the website or contact the nearest S7 Airlines office, presenting a copy of your boarding pass.
2. When changing a seat on board, you must put the appropriate mark on boarding pass. This can be done by the flight attendant.

Refunds are not possible if the passenger's class has been upgraded.

If a passenger bought a ticket with miles, they must also be returned upon return.

If you find an error, please highlight a piece of text and click Ctrl+Enter.

Once in the cold winter season, namely on April 22, 2010, on the S7 Airlines website I bought a ticket for flight 964 on the Pavlodar-Moscow route. Departure date: May 29, 2010, booking class - economy V. Issue price - 13,962-55 rubles (and then S7 on the itinerary receipt indicated the amount of only the fare and taxes, the amount of fees was not indicated, but, of course, was written off).
But on May 3, I don’t remember why, I had to return the ticket. I must say that this was my first experience of returning a ticket, so I called the S7 contact center and consulted on this issue. They explained the procedure to me and sent me an application form for a refund of the air ticket by email. At the same time, the girl operator explained that the refund period is about a month (I’ll come back to this later).
On the same day I filled out a return application and sent it to the contact center.

According to the terms of the ticket I purchased, returning the ticket more than 24 hours before the departure time meant a full refund minus a fixed payment of 600 rubles in the form of an additional fee for processing the return. As a result, according to my calculations, I should have received back 13962.55-600 = 13362.55 rubles.
At the end of May, a refund was made to my bank card account. However, instead of the amount I indicated, only 9,688 rubles were received, that is, 3,674.55 rubles sunk into oblivion.
I received a statement from the bank about the return of funds only after June 2, plus, apparently, there were some other matters that distracted me from dealing with this issue. In general, only on July 1, 2010, I contacted the airline’s website using the feedback form. I described the situation and asked for clarification on why, instead of the required 13,022 rubles (I did not add a fee of 340-55 rubles, which was not indicated on the printout of the e-ticket itinerary receipt, although now I understand that I should have done this!) they returned it to me 9688 rubles.
That same evening I received an answer by email:

Good afternoon
In case of a return at your rate, 600 rubles will be withheld, and 25% of the paid rate will be withheld.
Best regards, [name of S7 Airlines contact center operator]
S7 Airlines Contact Center

But this explanation contradicted the terms of the fare specified in the ticket I purchased. Excerpt from the tariff conditions:

Refund of completely unused fare: No penalties if returned more than 24 hours before departure time. With a fee of 25% of the used fare for returns less than 24 hours before departure time. Additional fee for processing a return is 600 rubles at any time.

Everything is spelled out clearly and clearly. And it turns out that the settlement with me was made as with a passenger who returned an unused ticket less than 24 hours before departure time. This is despite the fact that I returned the ticket on May 3, 2010, while the departure date was May 29, 2010 - 26 days before departure!

This time I did not write anything, but called the contact center. On the other side of the line I was again told that when refunding funds, 25% of the tariff was withheld. When I objected that this was contrary to the conditions of the ticket in my hands, I was switched to another person who, as I was told, specializes in refunds (unfortunately, I never remember, much less write down the names of operators, now I, Of course, I’m smarter and I’m trying to do it). The second operator repeated the words of her colleague that 25% was withheld from me. When I began to specifically object, they switched me to a third person. Apparently, this was a shift supervisor or something like that, whose rank allows her to speak with customers in an impatient tone (unlike ordinary operators, whose conversations with interlocutors calling the contact center are always recorded; this one, perhaps, did not is recorded). In general, the woman impatiently repeated the words of her employees, emphasizing that everything was done legally on their part and, if I am not satisfied with something, I can make a material demand in writing.

With written appeals, on the one hand, it is more legitimate - if something happens, you can present some evidence. But, on the other hand, this is not a call to a contact center - everything here needs to be supported by papers: copies, bank statements and other documents.
At first I said to myself - to hell with these more than three thousand rubles, anyway, every sneeze I had (excuse me for such a pun) was paid for by the employer then. But then I got angry: you know, they won’t pay back three thousand from each person, so you can make a decent fortune! And besides, the refund took almost a month - I applied on May 3, and the money was transferred back on May 31. They warned that the return period was about a month. But why does the procedure take a whole month? Simply, they are not withdrawn from the airline’s financial turnover for another three extra weeks, in turn making it some money. After that, I had the experience of getting a refund with KLM, the national carrier of the Netherlands. It would seem that the money is being returned from abroad. And they returned it on the third day!

In general, I decided to fight for my hard-earned 3334 rubles (again, I did not count the fee that was not indicated on the printout of the itinerary receipt, but, I repeat, I already understand that it was necessary to count it!). The difficulty was that I have been living and working in Pavlodar since November 2008. Here we have a representative office of a company whose head office is located in Maykop. My employer is in Maykop. All my bank accounts are opened in Maykop. Accordingly, a bank statement that needs to be used to support a material claim can only be obtained in Maykop. And what? Because of the discharge, should I fly specially from Pavlodar to Maykop?
In general, naturally, I didn’t make a special trip. I was able to issue an extract only in September. And on September 29, 2010, I sent a material demand to Siberia Airlines OJSC, supported by the following documents:
1) a copy of the itinerary receipt of the electronic ticket (which was returned);
2) bank card account statement as of the date the funds were written off for the ticket;
3) bank card account statement on the date of receipt of the returned funds;
4) a copy of the application for refund of the air ticket.
I sent all this to Siberia Airlines OJSC addressed to its general director by registered mail with notification.

So what do you think?
Even the notification of delivery of the correspondence has not yet been returned to me, and the requested 3,334 rubles have already been returned to my bank account!

In general, in this regard, S7 Airlines is a big failure!

So, whoever considers himself right in any controversial issue - go ahead with documents to defend your rights! And if it comes to the money issue, then even more so. Even if the result is negative, you can be sure that you did everything right!

Purchasing online tickets has a number of advantages, for example, saving time, no commission fees, choosing the optimal price, the ability to buy a ticket not only for yourself, but also for relatives and friends, as well as a number of other advantages. However, in some cases it is necessary to return S7 tickets. This may be due to personal reasons or the fault of the carrier.

Return Terms and Conditions

A ticket can be returned in the following cases:

• cancellation or postponement of a scheduled flight;
• changing the route the plane was originally supposed to take;
• lack of places according to class;
• returning the aircraft back to the airport if for some reason it was not allowed into the airspace of a certain country;
• transportation from the connecting airport was not carried out;
• landing was carried out at an airport not originally indicated on the route.

Pay attention! If the flight was partially completed, the amount for the ticket will also not be fully refunded.

Ticket refund rules depend on what class the passenger is flying in. The company offers several tariff plans.

S7 airline ticket

Tariff "Business Flexible"

The passenger can return the ticket or exchange it for another date if he is late for the flight without losing money. The YR rate is refunded; the YQ rate is not refundable or exchangeable.

Tariff "Business Basic"

If the passenger has previously contacted the carrier with a request to return or exchange the ticket, a fee must be paid. If a flight is missed, the traveler is also required to pay a fee to change the departure date. In fact, tickets in this tariff plan are non-refundable; there is no way to return the ticket and receive a refund.

Tariff "Economy Flexible"

A passenger under this tariff plan has the opportunity to change the departure date or return the ticket without paying fees. The only thing is that an additional payment is required for a ticket if it costs more than the previous one. If a passenger misses a flight, does not depart and wants to change the departure date, a fee must be paid.

Tariff "Economy Basic"

If a passenger does not fly on an economy fare, he can change the date and route, subject to payment of box office fees. The traveler can also pay an additional amount of money to purchase tickets at the “Business Basic” and “Economy Flexible” tariffs of S7. It is not possible to return the ticket, since the ticket for this tariff plan is non-refundable.

Pay attention! In all cases, if the ticket is refundable, the traveler can receive the full amount of money only if he cancels the flight no later than 24 hours in advance.

According to Art. 108 of the Air Code, provides for the possibility of a passenger to refuse a flight and establishes the rules for the return of funds paid for a ticket. In accordance with this law, the amount due for refund depends on how much time before departure:

• if no later than 24 hours before the end of registration, the cost of the ticket is returned to him minus the expenses incurred by the company to provide the service;
• if later than the specified period - minus the air carrier's expenses and 25% of the cost as a commission;
• If after registration is completed, a refund is not possible.

Air Code

Cases when you can get a refund for a ticket

If a passenger wants to return a ticket for a reason related to the carrier, there is a list of cases in which this can be done, approved by S7. You can return your ticket if:

• Airline flight cancellation or delay after check-in. You can apply for a refund after registration. It is also necessary to obtain flight ticket coupons from the employee. If this is not done, the ticket will be considered used, despite the fact that the flight was delayed or cancelled.
• Illness of the passenger, members of his family or death of close relatives. Close relatives - husband or wife, mother or father, grandmother or grandfather, brothers and sisters. In this case, documentation of illness or death is required.
• Refunds for S7 airline tickets are carried out if there is a change in the route by the carrier. The airline must warn the passenger by all available means. Next, he decides whether to fly or not. If the traveler refuses, the amount of money is returned in full.
• Incorrect air ticket registration. If a passenger notices a typo in filling out documents, he needs to contact the carrier to coordinate further actions.
• The airline's inability to provide a seat to the passenger. If a ticket for economy class was purchased, but there were no seats in it, the passenger must be seated in business class. If a business class ticket was purchased and there are also no seats on it, the passenger will be transferred to economy class and the difference in the cost of the ticket will be refunded. Tickets can also be returned to S7.
• The flight has been rescheduled to an earlier or later date. The passenger must provide documents confirming losses. The company must reimburse.

How to return a ticket

In this case, it is necessary to provide the operator with personal data, the first and last two digits of the card from which the ticket was paid, as well as the reason that forced the ticket to be returned. The call is free. S7 Contact Center: phone 8 800 700–0707.

If a passenger is interested in how to return a ticket to S7 purchased via the Internet, you must go to the user’s personal account, select the ticket and click “Cancel booking.”

Bonus card with miles accrual from S7

You can contact the support service using the feedback form, which is located on the official website of the S7 organization. So you can return tickets electronically. Communication is carried out through the user's email; information regarding the stage of progress will also be sent to the address.

Refunds, in accordance with legislative acts, must be made no later than 20 days from the date of submitting the application to S7 Airline.

Pay attention! When contacting the airline ticket sales office in person, where the ticket was purchased, you should remember that employees deal with these issues from 9:00 to 13:00. If the ticket was purchased not by someone who applied to the department, but by a friend or relative, you must present a power of attorney upon delivery.

In what cases is the ticket not refundable?

Money for a ticket will not be returned by the carrier if:

• was purchased non-refundable ticket;
• there are no sufficient grounds for a return.

The amount for a non-refundable ticket can be refunded only in two cases:

• serious illness, which is confirmed by a medical certificate;
• death of a passenger - relatives may apply for a refund.

If the company refuses to return cash, the issue can be resolved pre-trial or in court. First, you need to send a claim to the carrier's address; if no measures have been taken, the statement of claim is delivered to the judicial authorities. In any case, you need to hire a good lawyer who will negotiate and protect the interests of the passenger. In most cases, the court sides with the traveler.

Pay attention! If the passenger decides to buy a ticket using miles, they should also be returned to the account.

The rules for refunding S7 air tickets are similar to those of other air carriers. The main thing is to contact the company as early as possible to process a return. If the carrier refuses, and the passenger has documents confirming the impossibility of departure, you can file a statement of claim in court.