Once, in a cold winter season, 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 indicated the amount of only the fare and taxes on the itinerary receipt, the amount of fees was not written, but, of course, was debited).
But on May 3, I don't remember why, I had to return the ticket. I must say that this was my first experience with a ticket refund, so I called the S7 contact center and consulted on this issue. They explained the procedure to me and sent a ticket refund application form to my e-mail address. At the same time, the girl-operator explained that the return period is about a month (I will return to this later).
On the same day, I issued a return request and sent it to the contact center.
According to the terms of the ticket I bought, the return of 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 13962.55-600 \u003d 13362.55 rubles back.
At the end of May, a refund was made to my bank card account. However, instead of the amount indicated by me, only 9688 rubles were received, that is, 3674.55 rubles have sunk into oblivion.
I received an extract from the bank on the return of funds only after June 2, plus there were, apparently, some things 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, instead of the required 13,022 rubles (I did not add the fee in the amount of 340-55 rubles, which was not indicated on the printout of the itinerary receipt e-ticket, although now I already understand that I should have done it!) I was returned 9688 rubles.
That same evening on email the answer came to me:
Good day!
In case of a refund according to your tariff, 600 rubles are withheld, and 25% of the paid tariff is also withheld.
Best regards, [name of S7 Airlines contact center operator]
S7 Airlines Contact Center
But this explanation contradicted the terms of the fare prescribed in the ticket I bought. Excerpt from the terms of the tariff:
Refund of a completely unused fare: No penalty if returned more than 24 hours in advance of departure time. With a charge of 25% of the used fare if returned less than 24 hours before departure time. Additional fee for processing a return of 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 the departure time. This is despite the fact that I returned my ticket on May 3, 2010, while the departure date on May 29, 2010 is 26 days before departure!
This time, I didn't write anything, but called the contact center. On the other side of the connection, I was again told that 25% of the tariff was withheld upon refund. When I objected that this contradicted the terms of the ticket that I had in my hands, I was switched to another person who, as I was told, specializes in refunds (unfortunately, I never remember, let alone write down the names of the operators, now I, of course, smarter and try to do it). The second operator repeated the words of her colleague that 25% was deducted from me. When I began to specifically object, I was switched to a third person. Apparently, it was a senior shift or something like that, which by rank can be used to talk with customers in an impatient tone (unlike ordinary operators, whose conversation with interlocutors who call the contact center is always recorded; this one may not recorded). In general, the woman impatiently repeated the words of her employees, stressed that everything on their part was done lawfully and if something does not suit me, I can apply in writing with a material request.
With written appeals, on the one hand, it is more legitimate - in which case it is possible to present some evidence. But, on the other hand, this is not a call to the contact center - everything here needs to be backed up with pieces of paper: copies, bank statements and other documents.
At first I said to myself - to hell with these more than three thousand rubles, anyway, any of my sneezes (I apologize for such a pun) were paid then by the employer. But then anger took me: you know, they will not be able to return three thousand from each, so you can make a decent fortune! And besides, the refund lasted almost a month - I applied for a statement on May 3, and the money was transferred back on May 31. They warned that the return period is about a month. But why does the procedure take a whole month? Simply, they are not withdrawn from the financial turnover of the airline for another three extra weeks, in turn making it some money. After that I had the experience of refunding money with KLM - the national carrier of the Netherlands. It would seem that money is being returned from abroad. And returned 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 in the printout of the itinerary receipt, but, I repeat, I already understand now that it was necessary to count!). The difficulty was that since November 2008 I have been living and working in Pavlodar. Here we have a representative office of the company, whose head office is in Maykop. My employer is in Maykop. All my bank accounts are open in Maykop. Accordingly, a bank statement, which needs to support a material claim, can be taken only in Maykop. So what? Should I specially fly from Pavlodar to Maykop because of my discharge?
In general, naturally, I did not go on purpose. I was able to issue an extract only in September. And on September 29, 2010, I sent a material claim to the address of Siberia Airlines OJSC, backing up the following documents:
1) a copy of the itinerary receipt of the electronic ticket (which was returned);
2) a statement of the bank card account as of the date of debiting the funds for the ticket;
3) statement of the bank card account as of the date of receipt of the returned funds;
4) a copy of the application for the refund of the ticket.
All this I sent to the address of Siberia Airlines OJSC in the name of his general director by registered mail with notification.
And what do you think?
Even the notification of the delivery of correspondence has not yet returned to me, and the demanded 3334 rubles have already come back 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 the documents to defend their rights! And if it comes to the money issue - even more so. Even if the result is negative, you can be sure that you did everything right!
If circumstances arise that require the return of the ticket, it is necessary to take into account its tariff plan, as well as the reason for the incident, the place and time. All this determines further actions. The ticket is refundable in the following situations:
- canceled or postponed flight;
- flight route changed;
- there is no place for that classwhich is indicated in the travel document;
- the plane returned back to the airport... For example, if for some reason he was prohibited from landing in the country of destination;
- transportation was not carried out after docking;
- landing was made at an airport that was not on the original route;
- tickets filled in incorrectly;
- the passenger got sick or died, or someone close to him.
It should be noted that if the flight is partially made, then the cost for the ticket will be refunded minus the part used.
Dependence on the tariff plan
S7 Airlines has four tariff plans. The conditions will be determined depending on what fare the passenger chooses and what class he will fly.
Tariffs Economy Flexible and Economy Basic
Economy Basic assumes that what is bought on it is completely irrevocable. Nonetheless, if the passenger did not use the travel document, he has the opportunity to change the date and route of the flight... This is possible subject to payment of the transaction fee. However, if the passenger has notified of the changes in advance, the fee will be 3000 rubles for flights within Russia and 60 euros for international flights. In cases where the passenger did not show up for the flight and did not inform about it, the fee is paid in the amount of 5,000 rubles or 80 euros, respectively.
In addition, in purchased tickets, you can change the tariff for Economy Flexible and Business Basic, but with a surcharge.
The Economy Flexible fare provides the option of departure date, flight number, and return without additional charges. However, if the ticket price is higher, then the difference will need to be paid.
The situation does not concern the circumstances when the passenger did not come to the flight, did not notify in advance and is going to change the departure date. In this case, you must pay a fee of 5000 rubles or 80 euros, respectively.
Tariffs Business Flexible and Business Basic
Travel documents of the Business Basic tariff plan are non-refundable. You won't be able to hand them over and return them. It is possible to change the flight number, departure date, but upon payment of the fee. It is charged in any case. However, if the passenger has applied in advance, the tax will be 5000 for a flight within Russia and 80 euros for an international one. In case of delay, you will need to pay 7,000 rubles or 110 euros, respectively.
Can a non-refundable boarding pass be returned?
S7 Airlines has tickets of the lowest price category, which belong to the Economy Basic and Business Basic tariff plans. It is not possible to return them, except in the following situations:
- serious, which is confirmed by a medical certificate;
- death, in which case the relatives can apply for a refund.
How to return correctly?
The passenger can refuse in advance, for which he needs to notify the airline. In this case, he can return the money in the amount depending on how long it took him to refuse:
- For 24 hours or more... The entire amount is due to be returned.
- Less than 24 hours... The amount of compensation will be 75% of the cost.
Where to contact?
To return, you must take the following steps:
- If the flight is canceled before check-in, then the official representative puts a mark and certifies it with a stamp.
- When the flight is canceled after check-in, you need to get ticket coupons from employees at registration. Without coupons, it is considered that the ticket has been used despite the delay or cancellation of the flight.
- Write to the official S7 sales office... It contains the details of the passenger, as well as the reason why the flight was canceled.
- In cases of illness or death, a medical certificate is provided or death certificate.
- Get cash... It is carried out on weekdays from 9: 00-13: 00 if you have a passport in the name of the passenger whose ticket is to be returned.
- Provide a notarized power of attorneyif a third party receives money for the passenger.
In addition to sales offices, to make a return, you can:
- call the airline support;
- fill out an application on the official website in the "My bookings" tab.
Return terms
Refunds are made within twenty business days. The funds will be returned to the one with which the payment was made.
How do I return a ticket purchased online?
There are two ways to return a ticket issued online.
In your personal account. This requires:
- From the official website go to personal Area and select the service "My bookings".
- Active reservations will open, you must click on required reservation.
- In the upper right corner, click on the link "Checkout".
- Check data and send a request.
Through the call center:
- Dial 8-800-700-07-07 (toll-free) or call from the official website. At the bottom of the screen there is a section "Contact us", in which you must select "Call online".
- When you call, you will need to provide the following information: Full name, date of birth, passport details, first and last 4 digits of a bank card, route of carriage and reservation number.
By clicking on the submit button, you consent to the processing of your personal data.
Good afternoon, dear readers of the blog site, we all travel and rest in other countries, and each of us chooses his own modes of transport for a transfer, and in most cases, these are planes. Here, everyone chooses their own airline, guided by their own requirements for them and other factors, such as price, since in Russia, unfortunately, not everyone has the opportunity to fly business class. But how can life present circumstances that will not allow you to fly out, and it is logical if you did not fly anywhere, then you would like return s7 plane tickets and get your money back. Below I will tell you how to do this.
Can I return tickets to S7?
Earlier I already told you how to get money back for an Aeroflot ticket and you saw that the procedure is very simple, for S7 it is not a bit more complicated and the process itself takes a few minutes, in terms of actions from you, but the refund can take a long time, but a little about everything below.
And since I started to return the s7 e-ticket. I had to fly to Krasnodar on December 24, but my son's teeth began to cut terribly and his temperature rose, in the end we postponed everything and had to return the money for the tickets. We did not see Domodedovo that day, although it took us 30 minutes to get to Domodedovo airport.
You can return tickets for the s7 plane through a special service, you can find it by going to the personal account of the site https://www.s7.ru/
We select the necessary reservation and you will be transferred to its details. In the upper right corner, click the link Issue a refund, it is thanks to this service that the electronic ticket is returned to s7.
We look forward to processing your request.
We put a daw that we agree to the return of an electronic ticket from S7 and click to send an application.
All your application will be accepted for work and you will receive its code. It will be very useful for you if you need to call the s7 contact center and clarify any details or the status of your return. Also write down the number of your application, they may also ask. All documents will be sent to your mail. By default, the money will be returned to the same card from which the tickets were paid, if you bought for cash, which I strongly doubt, then you will need to specify the details.
You can also make a refund of an s7 e-ticket through the contact center, for this, call 8 800 700-0707 (free in Russia) or call directly from the website, also free of charge. At the very bottom of the site, find the Contact Us section and select Call Online. You will see an additional window that will automatically type desired number and will connect with a technical support operator.
and it was stated on the ticket that it was “refundable” or another indication - “non-refundable”? The essence of a "non-refundable" ticket is that it is sold at a greatly reduced price, but cannot be exchanged or returned at the initiative of the passenger.
Karhu Boris
In case of illness of the passenger and if he confirms it with documents, the money is returned to him in any case, no matter how the ticket is refundable or non-refundable.
"Article 108. Termination on the initiative of the passenger of the agreement for the carriage of passengers by air
1. In case of refusal of the passenger from air carriage for reasons, not provided for in paragraph 2 of this article, the passenger is refunded the carriage charge in the following order:
1) if the passenger has entered into a passenger air carriage agreement, which provides for the condition of the carriage charge refund upon termination of the passenger air carriage agreement, the carriage charge paid for air carriage is refunded to the passenger (except for the amount of the carrier's expenses actually incurred by him and related to the fulfillment of obligations under the air carriage agreement passenger) provided that the passenger has notified the carrier of the cancellation of air carriage no later than twenty-four hours before the end of the passenger check-in time established in accordance with federal aviation rules for the flight indicated in the ticket;
2) if the passenger has notified the carrier of the cancellation of air carriage in violation of the terms established in accordance with subparagraph 1 of this paragraph, before the end of the passenger check-in time established in accordance with federal aviation rules for the flight specified in the ticket, the passenger shall be refunded the carriage paid for air transportation with the recovery of a forfeit in the amount of twenty-five percent of the carriage charge paid for the air carriage of the passenger and the amount of the carrier's expenses actually incurred by him and related to the fulfillment of obligations under the passenger air carriage agreement. The carrier has the right to reduce the amount of the specified penalty;
3) if the passenger has notified the carrier of the cancellation of air carriage after the end of the check-in time of passengers for the flight specified in the ticket, established in accordance with federal aviation rules, the carriage paid for air carriage is not refunded to the passenger;
4) if the passenger has entered into an agreement for the carriage of passengers by air, providing for the condition of non-refund of the carriage charge upon termination of the contract for the carriage of passengers by air, the carriage charge paid for the carriage of the passenger by air is not refundable, except for unused amounts collected by the carrier in favor of other organizations in accordance with the legislation of foreign states , from territories, on the territory or through the territory of which the passenger is carried by air.
2. In case of involuntary refusal of a passenger from air carriage due to the passenger's illness or a member of his family or a close relative traveling together with him on the aircraft, which is confirmed medical documents, or in connection with the death of a member of his family or close relative, which is documented, and notifications of this to the carrier before the end of the time established in accordance with federal aviation rules for registering passengers for the flight specified in the ticket, or in connection with a delay in the departure of the aircraft, other actions (inaction) of the carrier provided for by federal aviation rules that entail non-fulfillment or improper fulfillment of obligations under a passenger air carriage agreement, the passenger shall be refunded the carriage charge paid for the air carriage.
3. For the purposes of paragraph 2 of this article, family members mean spouses, parents and children (adoptive parents and adopted children), and close relatives - grandparents and grandchildren, full and half brothers and sisters. "
Since this is the cheapest fare, the ticket is considered completely non-refundable. It is possible to change the date, flight number, route, but with a surcharge.
- If there are more than 40 minutes left before departure - 3,000 rubles. for flights within Russia, 60 euros - for international flights.
- If less than 40 minutes - 5,000 rubles. within Russia, 80 euros - abroad.
You can choose a higher class tariff by paying the difference in price.
Economy Flexible (YF)
This fare allows you to change the departure date without paying fines, but if the ticket price is more expensive, the difference must be refunded. If the passenger completely refuses the flight or is late for the flight and does not want to change the date, all taxes will have to be paid, and there are many of them:
- airport taxes;
- fees for unused sections of the route;
- air ticket issuance fee;
- dachshund YR.
Only YQ tax is issued for return.
When exchanging a ticket, it is possible to change the fare to a higher one by paying the difference.
Business Basic (CB)
The tariff is completely non-refundable. To change flights if the passenger misses the plane, you need to pay taxes.
- If 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 rubles. in Russia, 110 euros abroad.
Business Flexible (CF)
Within the framework of this tariff, you can change the flight, the departure date without paying any fees. You will have to pay extra if the chosen option is more expensive in price. If it is impossible to make any flight, only YR tax is issued for refund.
In any case, a full refund is possible if the flight is canceled no later than 24 hours before departure. Upon completion of check-in, the ticket cannot be returned.
If the flight was partially completed, the refund will be correspondingly incomplete.
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.
- the flight was canceled or postponed by the decision of the airline;
- the original flight route has changed;
- there was not enough space according to the class selected on the ticket;
- the plane returned to the airport without reaching the designated point;
- flight from the connecting airport was not organized;
- landing at the airport not provided for the route.
In what cases will it be refused?
The money for the purchased ticket cannot be returned if the ticket was initially non-refundable and there were no serious reasons for this refund. This applies, as a rule, to voluntary refusals of passengers from air travel.
Passengers who showed up at check-in while intoxicated may be left without monetary compensation.
Can a non-refundable ticket be returned?
If the ticket is non-refundable, in accordance with paragraph 2 of Art. 108 of the Air Code of the Russian Federation, it is possible to return the ticket price only for the following reasons:
- Serious illness, documented... The passenger must inform 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.
Involuntary reimbursement of the cost of the service
There are times when the airline is forced to make a refund to the passenger, as it cannot provide properly paid services.
For example, you have to make a forced refund for a seat selection service superior comfort in case of transfer of a passenger in flight to a seat of a lower class for safety reasons. This may also be the case in the event of a flight cancellation and aircraft replacement.
To obtain a refund, you need:
- You can fill out the application from the website or contact the nearest S7 Airlines office by presenting a copy of your boarding pass.
- When changing a seat on board, you must put a corresponding mark on the 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 for miles, they must also be returned upon refund.
If you find an error, please select a piece of text and press Ctrl + Enter.
