What to do if the flight is delayed or cancelled

Guide

What to Do If Your Flight Is Delayed or Canceled

This guide contains everything Smartavia passengers need to know in case of a flight delay or cancellation.

You received a notification about a Smartavia flight reschedule or delay. What's next?

At what stage are you?

More than 24 hours before departure

Online check-in has not started yet

Arrive at the airport according to the new departure time to check in, or check in online.

Online check-in opens 24 hours and closes 3 hours before departure. Airport check-in opens 2-3 hours and closes 40 minutes before departure.

From 24 to 3 hours before departure

Online check-in is already in progress

You can check in online or at the airport — airport check-in will be open according to the new departure time.

Less than 3 hours before departure

Online check-in is closed or you are already at the airport

Stay informed:

Check the flight board and airport displays.
Listen to audio announcements at the airport.
Add our helper bot Smarty — it will send you up-to-date notifications.

Both flights are operated by Smartavia

Contact our representative if you are at the airport. If you received the notification more than 24 hours before departure, contact us in any convenient way. A call to the call center will be free for 10 days from the moment you receive the notification. You must call from the same number to which the notification was sent.

The next flight is operated by another airline but is part of a single ticket with Smartavia

Proceed similarly.

The next flight is operated by another airline and is booked on a separate ticket from Smartavia

Contact the airline operating your next flight or the point of purchase. Most likely, you will need to book a new ticket.

Drinks, Meals, Hotel

How long is the delay?

Delay of 2 hours or more

We will provide you with refreshments at the check-in counter or gate — depending on which stage of pre-flight preparation the delay was announced.

Delay of 4 hours or more

We will provide you with a hot meal: either give it to you in special meal boxes or provide vouchers (we will send you a list of cafes where you can use the voucher).

Delay of 6 hours or more during the night or 8 hours or more during the day

We will offer you hotel accommodation so you can rest. If the hotel is located far from the airport, we will organize transfer.

If you are traveling with a child under 7 years old, a child with physical or mental health limitations under 14 years old, or if you are pregnant, you can use the Mother and Child Room to wait for your flight. You can find the room by following the signs in the airport or by asking at the information desk.

Involuntary Ticket Exchange or Refund

What happened to your flight?

Flight is canceled

Ticket refund (at the point of purchase — if purchased on our website or via call center, use this form)
Re-booking onto any convenient flight within +/- 3 days of the original departure date — contact us in any convenient way for rebooking

Flight is delayed by 30 minutes or more from the departure time indicated on the ticket

Re-booking onto any convenient flight within +/- 3 days of the original departure date — contact us in any convenient way for rebooking
Ticket refund (at the point of purchase — if purchased on our website or via call center, use this form)

Important: A Smartavia ticket cannot be reissued to another person. If there are no convenient flights for rebooking, you can exchange your ticket for earlier or later dates according to your fare conditions, or refund the ticket if it is refundable.

Compensation and Certificates

Submit your application via this link. We will respond within 30 days, but often we reply much sooner.

Contact any written communication channel with Smartavia. We will send the certificate free of charge to your postal address or a copy electronically.

Frequently Asked Questions

My flight has been rescheduled. The new time/date is inconvenient.

Where can I track the current departure time?

My flight has been cancelled. How can I exchange or return my ticket?

I have a transfer to another flight. What should I do?

My flight is delayed. What to do?

All Questions