JSC “Smartavia Airlines”
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Ticket refund and exchange

Refund Exchange Seat cancellation
Types of ticket exchange
Depending on the circumstances that prompted the passenger to change the terms of transportation, these changes are classified as voluntary or involuntary.
Involuntary exchange:

An exchange is classified as involuntary in the case of:

  • cancellation or delay of the flight specified in the ticket;
  • changes to the transportation route by the airline;
  • flight being operated out of schedule;
  • passenger's failure to board due to the inability to provide them with a seat on the flight and date specified in the ticket;
  • passenger's failure to be transported on the aircraft due to a delay caused by the passenger at the airport because of the duration of their security check, provided that no prohibited substances or items were found during baggage or personal checks;
  • failure by the airline to provide connecting flights in case of a single transportation;
  • failure to provide the passenger with service in the class specified in the ticket;
  • sudden illness of the passenger or illness or death of a family member traveling with them on the aircraft, confirmed by medical documents.

Involuntary changes to the date/time of departure are made to the nearest flights (if flights are available in the schedule).

Voluntary exchange:

when making a voluntary ticket exchange, the passenger has the opportunity to change:

  • date;
  • time or departure;
  • route (available only through the call center or company sales offices).

Voluntary route changes are available.

When changing the terms of transportation, fees may be charged according to the airline's rules and/or the conditions of the applicable fare.

Where to process an exchange
A fee for voluntary exchange is charged according to the fare conditions.
The ticket was purchased:
On the website flysmartavia.com
Find your order
At our own sales offices
View sales offices
Through the call center Smartavia
Contact us
At our own sales offices
View sales offices
Additional information

If the flight is operated under a code-share agreement, involuntary exchanges are carried out according to the rules of the operating carrier.

Airline tickets can be exchanged at Smartavia's own sales offices, at authorized agency offices, or at the place of purchase of the airline ticket (when issued at agency offices/websites) in accordance with established airline rules and restrictions.

Reissuing (exchanging) a ticket is possible in case of:

  • changes in transportation conditions (date, time of departure, and route, if this does not contradict fare application conditions);
  • errors in spelling the passenger's surname/first name (upon presentation of an identity document of the passenger specified in the ticket).

Changes in transportation conditions can be made by:

  • the passenger whose name is on the airline ticket;
  • their representative with a notarized power of attorney;
  • the person who paid for this transportation.