How to get money back for a non-refundable plane ticket

Today, almost all categories of the population can afford flights thanks to the appearance of non-refundable air tickets on sale. The latter are significantly cheaper than regular ones, but renting them out is prohibited. Accordingly, if the flight is impossible, the pass will “burn out” without a refund.

Previously, all passes could be returned 24 hours before the scheduled flight and a large portion of the amount spent could be returned. Later, air carriers received the right, under certain conditions, not to give passengers money for purchased but unused tickets.

This innovation turned out to be quite beneficial for both parties: the company does not risk being left at a loss, and passengers can fly inexpensively.

What does "non-refundable plane ticket" mean?

There is a generally accepted well-known rule with air tickets: the more profitable the purchase, the higher the risk. Non-refundable tickets in case of trip cancellation cannot be returned with a refund of their cost, unless otherwise provided by law. Yes, the law on non-refundable air tickets allows you to return them, but this requires very specific reasons, which we will discuss below.

Non-refundable tickets are usually much cheaper than refundable ones, but you risk losing the entire amount if the trip is cancelled.

If this happens and you cannot show up for the flight, you must notify the airline staff in advance. Perhaps there is some clause in the fare rules that will allow you to exchange your ticket without much loss.

"Victory"

Exchange

You can exchange a ticket, but with restrictions. You can find the details here, but the main thing you need to know is that the fee for changing some items is 5,000 rubles per passenger. It turns out that sometimes exchanging a ticket can be more expensive than the ticket itself. With an additional payment you can change:

• Passenger's name/surname no later than 4 hours before flight departure. You can exchange online or through the call center. Or at least 40 minutes before the flight departure time - through the airport ticket office.
• Date, flight time or route no later than 48 hours before departure time - through the airline's call center or online.

If the new fare exceeds the fare at which you purchased the ticket, you will have to pay the difference in full.

Return

An involuntary refund can only be made if you canceled your flight earlier than 40 minutes before departure.

Pobeda tickets are non-refundable, that’s why it’s a low-cost airline. You don't have to fly if you change your mind, but you won't get the money. As the airline writes on its website.

Or if the company considers the return forced. This can happen:

• When a flight is delayed, canceled or rescheduled in advance for any time (even a 10-minute delay is considered) or the route is changed through no fault of yours.
• For some reason you didn’t get a seat in the cabin. This is called overbooking, when the airline sells more tickets than the number of passengers the plane can accommodate.
• You were detained for inspection, although there was no reason for this.
• Your ticket was issued incorrectly, you got sick, or the person you are flying with died. Or you, pah-pah-pah. By the way, if you are sick, you must be sick on the day of departure, otherwise it doesn’t count.

All this needs to be confirmed with official documents - a certificate of incapacity for work, for example. It must be issued to you at a licensed medical institution. The sheet must contain:

• Name and seal of the institution;
• Date of issue of the document, full name and age of the passenger or his family member;
• Full name, signature and seal of the doctor who issued the medical document, and the period for which it was issued.

The benefits of such tickets

People are quite reluctant to buy a non-refundable ticket, because no one wants to appear as a financial loser as a result. Companies have found a way out of this situation. Non-refundable air tickets are an order of magnitude cheaper than return ones: it is the low cost that captivates passengers, and it is also the only benefit. However, such tickets are also different:

1. Returns and exchanges are prohibited.
2. Returns and exchanges are allowed, but with a certain surcharge.
3. Returns and exchanges are allowed with a surcharge, but only on certain flights.
4. Returns and exchanges are allowed within a certain time after ticket purchase.

Some airlines use a 24-hour rule, meaning you can do the above steps as long as less than 24 hours have passed since your purchase - never forget this.

If you need to exchange or return an air ticket, please contact the company employees with this request as early as possible. There may be a special offer for you. Typically, the sooner you communicate a change of plans, the more options the airline can offer you.

However, there are conditions that allow the passenger to receive a full refund legally. It is worth talking about them in more detail.

Refund

The refund period for non-refundable air tickets depends on the airline's rules. For example, airline returns money within 7–10 business days, but Pobeda asks clients to wait a month for payments.

The carrier reserves the right to extend the return period to verify the authenticity of the documents provided by the passenger.

The funds are returned to the exact bank card with which the passenger paid for the non-refundable air ticket, or they are transferred to another account or card of the same holder. Crediting will occur only in the currency in which the service was paid for.

If non-refundable tickets were paid for in cash, the passenger must contact the airline directly to provide a bank account for the refund.

In what cases are you required to refund the ticket price?

There is no need to rack your brains over the question of how to return non-refundable plane tickets if the flight cannot be carried out due to the following circumstances:

1. Serious illness of a person or his relative who is a fellow traveler on this flight.
2. Death of a relative or family member.
3. Trip cancellation due to the fault of the airline.

In these cases, you have every legal right to receive compensation in the amount of the full ticket price. But along with the application, you must provide a document that is proof of illness or death.

If the reason for canceling the trip was a change of plans or the passenger was late, he cannot claim a refund.

Aeroflot

Refunds for unused Aeroflot tickets are only possible if the flight is canceled for compelling reasons:

• the plane's departure is delayed or completely cancelled;
• the company makes changes to the route of the liner;
• there is not enough space on board to accommodate all passengers;
• based on the passenger’s health status, as confirmed by medical documents;
• death of the person for whom the ticket was purchased;
• a close relative of the passenger died.

For non-refundable tickets, only a portion of the money will be refunded, minus some carrier fees. More detailed information can be obtained from the Aeroflot call center or by phone.

Air ticket reissue

Returning and reissuing tickets are two completely different procedures. That is, any ticket can be reissued if permitted by the fare rules. The possibility of re-issuance, as well as the possibility of a refund, must be indicated on the ticket. Check it for the presence of inscriptions, as in the picture.

Deciphering the inscriptions on an airline ticket

Whether a ticket can be changed is also indicated in the fare rules. Airlines usually offer the following conditions:

• You can exchange a ticket with a fixed surcharge;
• exchange is allowed with an additional payment, the amount of which depends on the date, flight, lounge class;
• Only tickets of certain classes can be exchanged;
• exchange is allowed only a certain time before departure.

You can always find out more about the possibility of exchange in the tariff rules on the company’s website.

If you find out that your ticket can be exchanged, contact the box office where you purchased it. Most likely, the exchange procedure will not take you more than 10 minutes. Take with you your old ticket, passport, as well as money that you may need when making an exchange.

Where to file a complaint

Situations often occur when the carrier refuses to return the due money to the passenger when the flight is canceled or completely ignores the request. Then you should immediately contact the FAVT in writing. One complaint is not enough; everything needs to be documented. You will need:

• Copy of the passport.
• A ticket with a flight cancellation note or a medical certificate.
• Receipts indicating expenses due to the absence of a flight.
• Copies of requests to the seller and copies of response letters.

If the complaint does not produce any results, then you can file a lawsuit against the carrier.

How to return a non-refundable air ticket

If you are absolutely sure that you can confirm the reason, call the airline's hotline and ask how to get a refund for a non-refundable air ticket. They will tell you where to go, how to return your old ticket and apply for a refund. Usually the procedure is always the same. Let's look at what passengers need to do first.

Full return

Refunds for refundable air tickets are fully compensated if the reason for the refund was due to reasons beyond the control of the person listed above. To receive compensation, call or email the airline as soon as possible. You must provide your passport details, ticket and flight numbers, and describe the reason for the return. After making sure that your application has been recorded by company representatives, follow this algorithm:

1. Prepare evidence of compelling cause. The document must contain the title, as well as all the necessary seals and signatures; the doctor’s personal seal must be affixed. If the trip did not take place due to illness or death of a close relative, proof of relationship must also be provided.
2. All documents along with the application must either be sent to the airline by mail or taken personally to the branch - these delivery methods are equivalent. The application is written in free form, but it must indicate the reason for the refusal and the card to which the money spent should be returned.
3. Wait for your refund. Usually the entire amount is returned to the owner no earlier than a month after sending the documents.

Changes to air tickets: do's and don'ts

On most airlines you cannot change:

1. Passport number and personal data.
2. Spelling of the first and last name (3 erroneous characters are allowed, which do not change the sound and understanding of the surname).

You can change:

1. Departure date.
2. Departure time (if there are several flights per day on your desired route).

If you made a mistake and noticed your mistake immediately after purchase, try calling the airline's call center or online ticket purchasing agency. Often, within the first 30 minutes, operators will be able to help you make changes to your ticket without additional headaches or penalties.

What to do if a passenger wants a refund for a non-refundable ticket

If you decide to return a ticket to Aeroflot or another airline, first check whether it is possible to receive compensation. For convenience, we have collected instructions for passengers in one table.

Sequencing	Full refund due to illness or death	In case of a full refund due to the fault of the airline	For partial return
1	Write or call the airline staff and let them know that you want to return your ticket. Describe the reason for the refusal and make sure that your application is recorded by the carrier.	Contact airline staff by calling or emailing. Make sure your application has been accepted.	Contact the company's employees with a request to return part of the cost of the air ticket. Make sure your application has been accepted.
2	Collect documents confirming the illness or death of a loved one or the illness of a passenger participating in the flight. The documents must have all the necessary seals and signatures.	Ask the airline representative to stamp your travel document confirming the flight delay or cancellation. If you haven't received a stamp, ask for a certificate.	Collect a package of documents confirming the reason for refusing the flight.
3	Write a return request in free form.	Collect documents confirming the financial expenses you incurred on hotels, concert tickets, etc., which did not pay off due to the canceled flight.	Write a return request in free form.
4	Send the application along with the documents to the airline by mail or take it in person.	Write a return request in free form.	Send your application and collected documents to the airline.
5	The money will be returned within a few months.	Deliver the application with documents to the airline in any way convenient for you.	Wait until the money for the ticket arrives on your card.
6	Wait for the refund to arrive in your account.

There is nothing complicated in the return procedure if you know what to do and do not perform unnecessary actions. The main thing is to notify the airline employees in advance and only then start collecting the necessary documents.

When planning a flight, weigh the pros and cons and then decide whether to buy non-refundable tickets. If you're confident about your trip, non-refundable fares can save you a lot of money. But if there is a possibility of the flight being cancelled, it is better to overpay and be sure that in force majeure circumstances the cost of the tickets will be reimbursed to you.

How to get money back from Russian carriers (procedure)?

The basic conditions for returning and exchanging tickets are indicated in the information sections on the websites of air carrier companies. It is somewhat easier with Russian airlines, since foreigners are located in an offshore zone. They are directly subject to international standards for organizing air transportation. The procedure is largely similar and will be discussed using the example of four main companies:

1. Victory.
2. Aeroflot.
3. Ural Airlines.
4. S7.

Victory

This airline is part of the group. The Victory website outlines the rules according to which most tickets are non-refundable. The exception is super-expensive tickets from the “Maximum” tariff. For the rest, you need to purchase it separately for additional money.

At the same time, if the return is forced, the airline is obliged to return 100 percent of the cost. In other cases, the possibility of a return should be considered based on the specific circumstances of the case.

Claims to the carrier must be made in writing and sent to the address: Russia, 108811, Moscow, Moskovsky village, Kievskoye highway, 22nd km., building 4.

In the case of a voluntary return, it is worth correctly weighing the costs of a representative and legal proceedings. Correlate these expenses with the likely winnings.

Aeroflot

If the ticket was purchased through the airline’s website, then in the passenger’s electronic account you need to select the booking search, exchange, refund tab. Enter the passenger's individual details and reservation number. This information can be found in the itinerary receipt, which was sent to your email address. Click on the return button. Within a few days, the funds will arrive on the payment card from which the funds were debited.

If the ticket was purchased at the ticket office, then you need to go there with your passport and the ticket itself. The passenger will be asked to fill out the appropriate application form. It will take five working days for consideration. The passenger will be contacted to arrange a refund.

Ural Airlines

To return a ticket purchased through the site, you need to contact the support service through the “Feedback” service. Use them to submit a request to cancel your reservation. The application is reviewed within five working days. It will take another five to 20 days for the money to be returned to the debit card.

When purchasing a ticket at the box office, you need to go there with your passport and tickets. Refunds are made exclusively at the cash desk where they were purchased.

You can cancel your seats by calling the passenger support service at 8-800-7700-262. The call must be made before check-in for the flight closes.

S7

To return an electronic ticket, just go to the official website, log in or create a personal account. It has a tab for returning and exchanging purchased tickets. If the ticket was purchased at the ticket office, the refund follows the previously described procedure. The processing and return period is one month.

It is distressing to see a significant number of complaints against the airline due to its unwillingness to fulfill the legitimate demands of passengers amid the coronavirus pandemic. Many demanded their money back, and according to the law of the Russian Federation, the airline had to return accepted and unrealized money. However, most passengers were refused refund. It is proposed to invest the deposited money in a certificate for flights, which can be sold within three years.

How to return money from foreign carriers (procedure)?

With foreign counterparties, the rules relating to international law apply. So, if we take German airlines as an example, then we need to take into account the Agreements between the Government of the USSR and the Government of the Federal Republic of Germany on air services dated November 11, 1971, which continue to be in force to this day. The same applies to airlines from other countries.

According to current regulations, an agent who did not provide information about a non-refundable ticket fare can be recognized as a defendant. It is rare for a foreign carrier to sell air tickets directly. Before purchasing, be sure to clarify all the tariff features for the purchased ticket.

In the event of a controversial situation, it is worth engaging an experienced lawyer with experience in international controversial representation. The specialist must clearly understand the peculiarities of the legal system of the country in which the carrier is registered.

The norms of the Air Code of the Russian Federation and the law on the protection of consumer rights are also subject to application. The claim procedure is carried out in relation to the agent who sold the tickets or representation. According to the law on the protection of consumer rights, a claim can be considered at the location of the plaintiff, since air transportation, regardless of the location of the performer, is a service.

What to do if the airline refuses to refund money due to coronavirus?

Air ticket refunds due to the spread of the coronavirus pandemic are the responsibility of airlines. This is evidenced by special messages from government services and the provisions of the law on the protection of consumer rights and the Air Code.

Thus, if we interpret the RFP, one of the main criteria for the provision of a service is its safety. The COVID-19 pandemic is spreading throughout the world at this moment in time. Several million people experienced the pandemic in moderate to severe form. The number of people who have been ill without symptoms can not be counted.

Air carriers cannot guarantee the safety of passengers from infection with a new form of respiratory virus, which contradicts the fundamental principles of protecting the consumer of the service. Thus, regardless of whether the country of arrival is included in the list of the most dangerous, the legislator considers the return of a ticket due to a pandemic to be forced. This means the cost will be returned at a rate of 100 percent.

There is an ongoing number of complaints against air carriers who deliberately delay the refund process by insisting on purchasing an air travel certificate. Based on the general provisions of legislative acts, the airline has the right to offer such crediting to the certificate, however, if the passenger does not agree with this, the money must be returned in accordance with the internal provisions of the airlines on forced surrender of tickets.

How much can I get back?

In case of forced return, 100 percent compensation is provided. The main condition is the availability of documentation confirming these circumstances. This is legally established in paragraph 2 of Article 108 of the Air Code.

In cases of voluntary return, deduction of compensation for actual expenses is applied. Depending on the remaining time until the end of the registration process, if there are less than 24 hours left before the departure time, the counterparty company has the right to save up to 25 percent of the ticket price.

Each specific dispute implies its own legal picture. It all depends on many circumstances, including the ratio of the profit received as a result of the dispute with the actual costs of restoring the violated right.

Procedure for refund

The procedure depends on the type of ticket purchased. If it was paid by card, the money will be returned to the place where it was written off. When paying in cash at the cash desk - through this cash desk. The exception will be cases of illegal refusal of the carrier to return.

If such a dispute arises, a written claim is sent to the airline using the address details indicated on the company’s website. All circumstances relevant to the dispute are indicated:

1. Passenger's passport details.
2. Documents confirming the payment made.
3. Reason for returning the ticket.
4. Legal basis for the requirement.
5. Requirement calculation.

The package is sent by registered mail. At least 10 days must pass from the receipt of the request. Next, a statement of claim is sent to the address of the judicial authority. A hearing is scheduled and the case is heard in public. Based on the results of the dispute, a decision is made. After the decision comes into force, the writ of execution is printed. It is sent for collection to the FSSP of the Russian Federation.

How to exchange a ticket?

Ticket exchange can only be made within the framework of the airline's internal policy. It is not possible to change a ticket to another carrier. When purchasing tickets online, everything is much simpler, since the exchange is made in the directory of your personal account without any special difficulties. You can also use the hotline or customer service number online. When purchasing a paper ticket at an airline ticket office, you should submit a written application to the purchasing office.

It is recommended to do everything in advance, as you may need to pay a service fee. The closer to departure, the higher the fee will be.

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Nordwind

Exchange

The terms of exchange depend on the fare of the ticket - you can see it in the itinerary receipt that was sent to you by mail after booking.

• On the Light fare, exchanges not before or after departure are impossible.
• The “Optimum” tariff allows you to return a ticket more than 24 hours before departure by paying a fee of 2000 rubles / 25 euros. And 5,000 rubles / 60 euros if the exchange is less than 24 before departure. After departure, the exchange costs 6,000 rubles.
• On the Premium fare, exchanges can be made free of charge more than 24 hours before departure. But if there are less than 24 days left before departure, you will have to pay 5,000 rubles / 60 euros. After departure - 6,000 rubles / 75 euros.

Current rules on the airline's page.

Return of Nordwind tickets

The refund conditions depend on the ticket fare - you can see it in the itinerary receipt that was sent to your email after booking.

• On “Light” and “Optimum” fares, refunds are not possible either before or after departure.
• On the Premium fare, you can return your ticket voluntarily. If you apply more than 24 hours before departure, the fee will be 2,000 rubles.

But if there are less than 24 days left before departure, you will have to pay 5,000 rubles. After departure - 6,000 rubles.

Current rules on the airline's page.

"Ural Airlines"

We are talking about the classic two tariffs. If your ticket belongs to the baggage-free Low-cost group, the conditions for exchange and return are completely different and depend on many factors. Check them out here.

Exchange

Exchange for a ticket with a different date, time or route is prohibited in Economy class at the Promo-Lite fare for both Russian and international flights.

You can do this with an additional payment of 3,000 rubles in Economy class at the Promo fare for domestic flights. But on international flights in this tariff you can only change the date and time of departure for 30 euros, but you cannot change the route.

Exchange of other fares in Economy and Business classes is allowed without surcharges or penalties on Russian flights. On international ones you can change with a fine of 30 to 75 euros.

Return

Ticket refunds are prohibited in Economy class at Promo-Lite and Promo fares on Russian and international flights.

Returns in Economy class at Economy and Premium Economy fares are allowed with a fine of 1,500 rubles on Russian flights and 20 euros on international flights.

In Business class you do not need to pay for ticket return.

Here you can accurately determine your fare, and detailed instructions will tell you how to exchange and return tickets without errors.

Red Wings

Exchange

The exchange conditions depend on the ticket fare - it is indicated in the itinerary receipt, which was sent to the post office after booking. For example, at the Premium Economy fare, a free exchange of a ticket for another date is possible if you apply no later than 40 minutes before the flight departure and with a fee of 1,000 rubles on domestic flights after check-in ends.

Return

To return a ticket, you need to check who you bought it from. The name of the seller is written in the itinerary receipt that arrived after booking, and in the SMS about the debiting of money. If Red Wings are listed there, then you need to contact them through the form. If there is a ticket sales agency, then the refund will need to be processed through them.

It is not possible to return Light fare tickets at the passenger's initiative, but you can try to arrange an exchange of this ticket through the seller.