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E-ticket refund

In case of return of the air ticket, booked and paid for at the web-site by credit card, money will be refunded in accordance with the terms and conditions of fare application.

You can review the terms of fare application at STEP 1 during choosing your flight cost.

Money to be refunded will be transferred within 5-7 working days to the bank, which issued a card.*

*A bank determines terms to transfer money to the card.

Depending on reasons your ticket refund will be considered as:

  • involuntary;
  • voluntary.

Attention!
Tickets at the lowest fares (non refundable fares) issued at the ticket-desks or on the official website, may be prohibited for voluntary refund and/or voluntary exchange. Please be acquainted with the fares application.

Refund is considered as involuntary in the following cases:

  • flight delay or cancellation;
  • route change by the Airline;
  • off-schedule flight;
  • the Airline is unable to provide passenger with a seat at the flight and on date shown in the ticket;
  • failure to transport Passenger by air as a result of passenger delay in the airport because of long-time screening, if no substances or objects prohibited to transportation were found;
  • if the Airline failed to provide connecting flights;
  • sudden disease or death of Passenger’s family member travelling together with him/her by air, that can be confirmed with doctor’s certificate;*
  • Airline failure to provide Passenger with service indicated in the ticket;
  • sale beyond established standard and other sale failures;
  • reduction of pre-sale ticket quantity or AC replacement for another one with less passenger capacity. 

* 1. Family members are spouses, their children (including adopted), passenger parents or his/her in-laws;

   2. Instead of doctor’s certificate in exceptional cases documents given by Emergency Medical Services may be presented. Medical emergency date should concur with flight departure date in the ticket.

Attention!
Airline refusal to transport passenger because of his/her refusal to pass passport control or if some items prohibited to carry by air were found during screening shall not be considered as involuntary.

Voluntary refuse is done if passenger completely or partially refuses to fly, money is refunded according to the terms of fare application in each certain case.

Voluntary refund of the partially used transfer ticket is forbidden.

Attention!
In the case of voluntary ticket return less than 24 hours before the departure passenger is charged according to the terms of applicable fare. Additional charges may be imposed for the international flights.

E-ticket can be returned:

  1. in any authorized ticket offices, authorized to issue tickets that were paid at the web-site;
  2. through an airline, by application for refund.

The return of the e-ticket at the ticket desk:

Attention!
In case of voluntary return of the electronic ticket, paid for at the web-site, the agency has the right to charge a passenger in cash for the service.

The ticket can be returned either by the passenger, in whose name the ticket was issued, or by his/her notarized representative.

The passenger must submit the following:

  • passport;
  • passenger representative should have a notarized power of attorney.

The return of the e-ticket at the Airline:

The ticket can be returned either by the passenger, in whose name the ticket was issued, or by his/her notarized representative.

Returning e-ticket you need to send to the e-mail [email protected] or by fax: +7 (3532) 676-744:

  • scan of e-ticket Refund Application (PDF-file, 118 Kb);
  • scan of passport (personal data);
  • scan of birth certificate (for children under 14 years);
  • scan of notarized power of attorney (in case of representative).

Refund Application is accepted if:

  • there are all necessary documents;
  • Refund Application is properly executed.

Important!
E-ticket Refund Application and money refund are considered within 2 hours from the moment of its receiving during specialist’s working hours.

Working time of online shop specialists is set from 6.00 to 18.00 (Moscow time) on a daily basis. Saturday, Sunday – lunch break 11.00 – 12.00 (Moscow time).

Original Refund Application shall be sent to the following address:
460049, Russian Federation, Orenburg district, Orenburg region, Airport, JSC "Orenburg Airlines", Department for Organization of Air Transportation Sale, Online shop.

Please do not hesitate to contact us at tel. (Orenburg). +7(3532) 67-65-07 or by e-mail:

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