Ticket refund — Smartavia

Reasons for ticket refunds

Before proceeding with a refund, please familiarize yourself with the conditions for airline ticket refunds.

Involuntary refusal of passenger to fly:

Flight delay/cancellation

The airline has canceled or delayed the flight for which the passenger has a reservation, or the airline did not board the passenger at the airport specified on the ticket.

Flight transfer

The airline, due to its inability, did not provide the passenger with a seat on the flight, date, or class of service specified in the ticket — did not send the passenger from the transfer airport on the flight indicated in their ticket due to the delay of the aircraft or cancellation of the flight from which the passenger was to arrive at the transfer airport;

Illness/Death of passenger or close relative

In case of illness of the passenger or a family member/ Close relatives include
parents and children, grandparents
and grandchildren, as well as full
and half-siblings of a close relative , who are traveling together with the passenger (with an official document), or in connection with the death of a family member or close relative, which is documented, provided that the carrier is notified before the end of passenger registration for the flight specified in the ticket.

Voluntary refusal of passenger to fly:

A refusal by the passenger to use air transportation in cases not falling under involuntary circumstances is classified as voluntary.

Refunds are made according to the conditions of the selected fare «Smart Light», «Smart» — non-refundable, «Smart Pro» — refundable with fees.

Conditions for ticket refunds

If the refund is involuntary

for tickets purchased by April 30, 2020, for flights from March 18, 2020, refunds are made in the form of a Smart Voucher on the website;
in other cases, refunds are made in cash at the place of ticket purchase in accordance with the conditions of the fare specified in the ticket;
the validity period for tickets for involuntary refunds is 12 months from the date of commencement of transportation (including the date of commencement of transportation).

If the refund is voluntary

refunds are made in cash at the place of ticket purchase in accordance with the conditions of the fare, specified in the ticket ("Smart Light," "Smart" — non-refundable, "Smart Pro" — refundable with fees).

Additional rules and conditions

Family members include spouses, parents, and children (adoptive parents and adopted children).
Close relatives include grandparents, grandchildren, full siblings, and half-siblings.

The basis for an involuntary refund due to medical reasons is the original medical document (certificate, sick leave, medical history extract), which must meet the following requirements):

the medical document must be clearly and legibly state the name of the institution that issued it;
the document must include the details of this institution;
the document must bear the stamp of the institution that issued it;
the position and surname of the person who issued the document must be clearly readable;
the document must have a personal stamp of the doctor;
the date of issuance of the medical document must be included;
the date of illness specified in the medical document must correspond to the date of transportation. If by the start of transportation the passenger has already been discharged, but flying is still contraindicated for medical reasons, an additional note in the certificate (or an additional certificate to the sick leave) from the attending physician stating that air travel is contraindicated during the specified period is required.

When providing a passenger with a voucher for an electronic sick leave (ESL) or a printed ESL, the document must be certified with the signature and personal stamp of the doctor who issued the ESL / chief physician / head of department or by the signature of an official (human resources / accounting / manager) and the stamp of the organization indicated as the place of work, or by the employment service at the place of registration.

The airline will process involuntary refunds for passengers who are unable to fly due to mobilization. Passengers need to contact the place of ticket purchase and provide supporting documents.

A ticket is invalid for transporting a passenger and for refunding money with an unused flight coupon if subsequent flight coupons have already been used. Flight coupons are accepted for transportation and refund in the order of their direct sequence from the point of departure regardless of the type of fare.

According to the rule of sequential use of flight coupons, if an airline ticket has multiple flight coupons, only those coupons that follow after a used coupon can be refunded. This means that:

if a passenger has used the second flight coupon without using the first, a refund for the first flight coupon is not possible;
a refund for the second flight coupon (return ticket) is not possible if the first flight coupon (outbound ticket) has not been used;
if none of the coupons have been used, a refund for the entire airline ticket will be processed.

Where to process a refund

We recommend that before processing a refund, you confirm the possibility of returning the ticket and check the terms of your fare.

Ticket purchased:

Through the refund form

Go to the form

On the booking page

find your booking

At the agencies

Address the place where the ticket was purchased

At our own sales offices

View sales offices

Ticket refund and exchange