Smartavia Answer Center
We will answer your most important questions ❤️
My flight has been rescheduled. The new time/date is inconvenient.
In brief: if the new flight does not suit you, you have two options: exchange your ticket for another date without penalties or request an involuntary refund.
A flight reschedule is an involuntary situation, so exchanges and refunds are processed without additional fees (subject to your fare conditions). Choose one option – after processing, you will not be able to change your decision.
🔄 Option 1. Exchange your ticket for another date
You can move your flight to another convenient date. When exchanging, the new flight can be selected with a suitable connection.
How to do it: contact our call centre or fill out the .
💰 Option 2. Request an involuntary refund
You can get a refund for your ticket if the new flight does not suit you at all. To do this, you need to request an involuntary refund.
How to do it:
- If the ticket was purchased on our website or through the call centre – fill out the refund form.
- If the ticket was purchased at an agency or sales office – contact the place of purchase.
The processing time for applications is up to 30 days. We strive to process requests as quickly as possible, but in some cases it may take longer.
with a solution.
We may not respond to you if: the content of the message violates the laws of the Russian Federation, the content of the message is contrary to the basics of morality and morality, the message is clearly offensive, the content of the message does not relate to the activities of Smartavia, the message does not contain questions requiring an answer from the sender.
If you have material claims against the airline, please apply in writing to the legal address (read the rules for filing claims beforehand)
Section questions
- My flight has been cancelled. How can I exchange or return my ticket?
- My flight is delayed. What should I do?
- My flight is delayed. What am I entitled to?
- Where can I track the current departure time?
- I have a transfer to another flight. What should I do?
- Need a certificate of flight delay. How to get it?
