Exchange/return of tickets and services

To exchange a ticket purchased on a third-party website or at a ticket agency, you must contact the place where the ticket was issued or any ticket agency.

A voluntary exchange of an air ticket will be made with a deduction according to the Terms of the selected fare.

You can exchange a ticket purchased on the krasavia.ru website:

Independently through the My bookings service (the "Exchange" button in the order);

at any airline ticket office (including at the airport).

To exchange a ticket due to unavoidable circumstances (illness, schedule change, etc.) and to obtain additional information, please contact the customer support center: +7(391) 291-81-80.

To process a refund for a ticket purchased on a third-party website or at a ticket agency, you must contact the place where it was purchased.

The airline does not provide refunds for air tickets purchased on websites other than krasavia.ru.

There are two options for returning an air ticket:

• forced - issued without any fines or deductions;
• voluntary - at the request of the passenger with the deduction of funds.

Refunds for transportation documents paid for by credit card are made only to the account of the holder of the credit card from which the payment was made. Funds will be returned within 1 to 30 business days. The final deadline depends on the bank that issued the card.

Submitting an application to cancel air travel means agreeing to the Terms of the selected fare and refund rules and is a signal for the airline to return the seats to the reservation system. If after submitting the application you change your mind about returning the air ticket, it is quite possible that you will no longer be able to buy back the previous seats.

Forced refund in case of passenger illness or schedule change is made only upon the passenger's application (Refund application form) with all supporting documents provided. The application must be sent to the e-mail address: ticket@krasavia.ru. The application is filled out separately for each passenger. In the attachments to the application, color scanned copies of the original supporting medical documents are attached. The refund application is processed in the order of the queue depending on the proximity of the flight departure date. After the airline approves the return of tickets the refund will be made within 30 days.

To arrange a forced refund of an air ticket, it is mandatory to contact the customer support center by phone +7 (391) 291-81-80 (from 07:00 to 21:00 Krasnoyarsk time) for the procedure of cancellation of seats in the reservation no later than 40 minutes before the flight departure.

A forced passenger’s refusal of transportation shall be recognized in the event of:

• cancellation or delay of the flight specified on the ticket;
• changes by the carrier of the transportation route;
• non-scheduled flight;
• failed departure due to the impossibility of providing a passenger with a seat on the flight and the date specified in the ticket;
• illness of a passenger or a member of his/her family or a close relative traveling with him/her on an aircraft, which is confirmed by medical documents, or death of a family member or close relative, which is documented provided that the carrier is notified about this before completion of check-in procedures.

Customer support center: +7 (391) 291-81-80 daily from 07:00 to 21:00 Krasnoyarsk time. E-mail: ticket@krasavia.ru.

Documents confirming illness:

• certificate from a medical institution (original/color scanned copy ),
• certificate from the airport first-aid post (original/color scanned copy ),
• work incapacity certificate (copy/color scanned copy ),
• electronic work incapacity certificate or a slip with a number of work incapacity certificate,
• extract from the medical history (original/color scanned copy ),
• discharge summary of the hospital (original/color scanned copy ),
• extract from the ambulance call log (original/color scanned copy ).

Requirements for the medical documents presented:

1. Seal (if any) and signature of the responsible person (chief physician/head of department/attending physician); 
2. The seal (if any) of the seal of the medical institution, indicating the full name of the medical institution; 
3. Date of issue of the document; 
4. The dates of treatment/hospitalization indicated in the certificates must include the date of the flight. 
5. If the passenger has already been discharged on the date of the flight, but the flight is still contraindicated for medical reasons, an additional certificate from the attending physician is required stating that air travel is contraindicated during the specified period.

Requirements for an airport medical certificate:

1. The presence in the medical document of a clear and readable name of the institution that issued this document; 
2. Availability of requisite details of this institution; 
3. The seal of the institution that issued the medical document, the imprint of which should contain the full name of the medical institution. organizations (if any); 
4. Clearly legible position and surname of the person who issued the document; 
5. Signature of the person who issued the document (Chief physician/head of department/attending physician who issued this medical document); 
6. The presence of the date of issue of the medical document; 
7. The dates of illness indicated in the medical document correspond to the dates of transportation. If the dates do not match, the certificate should indicate the date range on which the flight is not recommended.; 
8. Personal seal of the doctor (chief physician/head of department/attending physician) (if available); 
9. If there is no diagnosis (diagnosis code) in the document, which may contain the name of the disease/injury, the date range on which the flight is not recommended should be indicated.

Requirements for the Airport Medical Center reference: 

1. Reasons for applying; 
2. The presence in the medical document of the name of the health center that issued the document; 
3. The presence of the seal of the health center; 
4. Clearly legible position and surname of the person who issued the document; 
5. The presence of the signature of the person who issued the document; 
6. Availability of the date of issue of the medical document; 
7. The date of illness indicated in the medical document corresponds to the date of transportation. 

A medical document issued outside the territory of the Russian Federation must be accompanied by a notarized translation of the submitted medical document into Russian.

If the requirement for a notarized translation of a medical document into Russian contradicts the legislation of the country of the passenger's request, the medical documents must be certified with the signature and seal of the carrier's representative in the territory of the passenger's request or by a person replacing him.

Requirements for electronic work incapacity certificate or a slip with number of electronic work incapacity certificate:

A printed electronic work incapacity certificate or a slip with a number of electronic work incapacity certificate must be certified by a signature of an official and a seal of the organization of the place of employment (study) or a signature of a doctor and a seal of a medical institution, or be accompanied by an official letter / certificate from the place of employment (study) confirming an incapacity for work.

In case of illness of a family member or close relative documents confirming the relationship shall be additionally attached. Documents confirming the relationship are documents that allows you to unambiguously establish the required family ties. Family members are spouses, parents and children (adoptive parents and adopted children). Close relatives include grandparents and grandchildren, full and half siblings.

Forced refund in case of death of a passenger, a member of his/her family or a close relative

In the event of the passenger’s death, the appeal/notification shall be  made by a person who paid for the carriage, or by the passenger's heir. Attached to the appeal are color scanned copies of supporting documents of the death certificate and documents confirming the relationships.  

The Airline has a right to request original medical documents. If facts of fraud are detected the materials will be transferred to law enforcement agencies to consider the issue of initiating a criminal case.

Ticket refund is considered voluntary in all other cases not related to forced refund.

Voluntary refund of the air ticket will be made with deduction according to the Terms of the selected fare.

Voluntary refund of the ticket purchased on the krasavia.ru, website can be issued independently through the service "My bookings" (the "Return" button in the order). 

Please note: the refund of the ticket (purchased on the website krasavia.ru) is not possible using the service "My bookings" if an exchange or refund has already been made for this ticket. In this case, you will need to send a refund request (Refund application form) to the following email address: ticket@krasavia.ru and contact the Customer Support Center by phone +7 (391) 291-81-80 to remove seats and make further voluntary refund of air ticket.

The cost of the "On-board meals" service is subject to full refund if it was not provided to the passenger:

• In case of voluntary refusal of the passenger from transportation not later than 24 hours before the flight departure.
• In case of voluntary cancellation of the service by the passenger no later than 24 hours before the flight departure, even if the ticket is not refunded.
• In case of a forced refusal of the passenger from transportation.
• If the flight is canceled and the service cannot be provided.
• In case of failure to provide the passenger with the service ordered in accordance with the established procedure.
  Application for a refund

If you have any questions we recommend that you contact the customer support center: +7 (391) 291-81-80 daily from 07:00 to 21:00.