Frequently asked questions

When purchasing tickets on our website, you can pay with bank cards of the following payment systems: VISA, MasterCard, Maestro, MIR.

Error during ticket payment at website can be caused by the following reasons.

1. Make sure that you purchase a ticket with a bank card that is accepted for payment on our website. We accept bank cards of the following payment systems: VISA, MasterCard, Maestro, MIR, issued by Russian banks or CIS banks.
2. An error in the specified card details. Check if all the filled in fields comply with your card data and if the CVV / CVC code is entered correctly (numbers on the back of the card). If the card used for payment is not named (does not contain a name field), enter name and surname of the cardholder in the Latin register in the cardholder field.
3. Expiry of the Bank Card Validity Term. Validity term is usually specified on the front of the card (month and year). For more information about the validity of the card, please contact the bank.
4. The Mobile Bank or 3D-secure service is not joined, the card is unfit for online payments. For your safety, the bank uses 3D-secure technology, which involves additional payment verification by sending an SMS or a push message with a verification code to confirm the operation to the phone number associated with the card. You need to contact a bank support service with a request to join the service.
5. An incorrect verification code for operation confirmation was entered (sent by an SMS or push message) or a one-time code was entered again. In this case, you need to repeat the payment.
6. Insufficient amount of funds or credit limit on the card. Also, the bank could set limits on the amount of payments during one day. Refill your card balance or use another card.
7. The card is blocked by the bank. Card can be automatically blocked by the bank in case of suspicious client transactions. You need to contact the bank and find out the reasons for blocking.
8. Unstable Internet connection and loss of connection with the bank processing center.
9. The time limit for order payment has expired (a countdown is indicated at the payment step). After the specified time, the booking is automatically cancelled by the system.
10. Unable to get an authorization code from your bank. Try to pay with another card.
11. Make sure that VPN-services are disconnected at your device.
12. Problem is in the browser settings or use of outdated versions of browsers. Change your browser or update to the latest version. Browsers must have JavaScript enabled and cookies allowed.
13. We also recommend clearing the browser cache or changing the device and re-ordering a ticket.
14. If the payment error on the website is repeated, you can contact the airline’s customer support center.
15. In some cases, your payment (in case of successful payment) may take up to several hours to be processed by the bank. In this case, the order will be pending payment. As soon as the bank payment is made, you will receive an electronic receipt by email.

To issue a ticket, a child needs to apply to any airline ticketing agency with a ticket for an adult or accompanying person. Unfortunately, it is not possible to purchase a separate ticket for a child on the airline's website.

In this case, you will need a document confirming the legal capacity of a minor mother.

When entering data, you must select the citizenship of the state in which the birth certificate was issued.

To purchase tickets for a group of passengers from 10 people, you must apply for a group transportation:

Group transportation

The passenger can independently link an order to his personal account. For this you need:

1. Log in to the site with your username and password.
2. Go to the My bookings page and enter your booking number and last name (as on the ticket).
3. Click on the "Link to personal account" button.

In booking systems (and on the itinerary receipt): Krasnoyarsk International Airport is designated as “Krasnoyarsk,1” (Krasnoyarsk Airport, Terminal 1).

Cheremshanka Airport in Krasnoyarsk, will be indicated on the ticket - “Cheremshanka”.

If you previously flew from Cheremshanka Airport, but now your ticket says “Krasnoyarsk, 1”, then you need to arrive at Krasnoyarsk International Airport - your flight will take place from there.

You can use the "Waiting List" service if all tickets for the date you need have been sold out:

1. Contact any ticket agency.
2. Tell the departure date you are interested in and other details.
3. The agent will add you to the List
4. All you have to do is call periodically and check if the seat has been confirmed

Please make sure that all conditions for online registration are met:

• Online check-in starts at 7 p.m. on the day before flight departure and ends 1 hour before flight departure
• The passenger's last name is correct (same as on the ticket)
• When entering the ticket number 83A..., A- is indicated in Latin (English letter)
• Online check-in is only available for scheduled flights operated by ATP 72-500, ATP 42-500 and L 410 aircraft
• In case of an online registration, we recommend using any browser of the latest or second-to-last version
• Browsers must have JavaScript enabled and cookies allowed

Check-in procedure at the airport begins 2 hours before departure and ends 40 minutes before the departure of the flight indicated on the ticket.

Cabin baggage and baggage must be checked in in order to do this, you must arrive at the check-in desk at the airport at least 50 minutes before the flight departure, even if online check-in has been completed.

When transporting weapons, ammunition and animals, you must arrive at the check-in desk in advance, no later than 1 hour 30 minutes before the flight departure.

To check in for a flight, check in cabin baggage and baggage, the passenger must present an identity document, as well as, if necessary, documents certifying the special conditions for carriage of the passenger and his/her baggage (medical documents, veterinary certificate, etc.).

1. Pay attention to the Hazardous substance list forbidden for transportation on board aircraft by passengers in checked baggage and cabin baggage.
2. Review the Rules and regulations for baggage and cabin baggage. If your baggage exceeds the free baggage allowance in terms of weight or dimensions, be prepared to pay for excess baggage.
3. Estimata the time of arrival at the airport, taking into account the start and end time of check-in at the airport. Be sure to take into account additional travel time to the airport, force majeure and passage of all mandatory pre-flight procedures.

Boarding for the flight starts after the end of check-in, 40 minutes before the flight departure and ends 20 minutes before the flight departure.

If for some reason you are unable to print your boarding pass, please contact the check-in desk of your flight at the airport, but no later than 50 minutes before the flight departure.

This is not necessary if the itinerary receipt is not required for the delivery of reporting documents. Check-in and boarding the flight is carried out according to the identity document specified when issuing the ticket.

Seats can be selected on all scheduled flights operated by the following aircrafts: ATR 72-212A, ATR 42-500, Yak-42, An-24, An-26.

How to choose and buy the seat?

• During airticket purchase on our website or at a ticket agency; 
• After purchasing a ticket in My Bookings (no later than one day before departure); 
• During online check-in on our website (no earlier than one day before departure) and as well during check-in at the airport desk.

Seat options during airticket purchase:

• Standard seat - 490-700 rubles (a seat in the middle of the cabin by the aisle or by the window, face-to-face seat and quiet seat at the end of the cabin near to exit)
• Comfortable seat - 1190 rubles (seat with extra legroom)

Seat options during online check-in:

• Standard seat - 490-700 rubles (a seat in the middle of the cabin by the aisle or by the window, face-to-face seat and quiet seat at the end of the cabin near to exit)
• Comfortable seat - 1190 rubles (a seat with extra legroom)

The airline takes all possible measures to co-accommodate on board the aircraft an adult passenger or a passenger who, in accordance with the civil legislation of the Russian Federation, has acquired full legal capacity before he reaches the age of eighteen years and the next child (children) under the age of 12 years with him.

You can exchange a ticket purchased on the krasavia.ru website yourself through the My bookings service (the "Exchange" button in the order). For the exchange procedure, deductions will be made in accordance with the Terms of the selected fare. If the ticket was purchased on a third-party website or at a ticket agency, then to arrange an exchange you must contact the place of purchase or any ticket agency.

Involuntary refunds are possible only for tickets purchased at special fares by agreement between the two airlines. In other cases, if due to a delay there was a no-show for the flight (less than 40 minutes before departure), a refund is not provided. Additional information can be clarified in the customer support center of the airline by phone number: +7(391) 291-81-80.

In this case, an Involuntary refund without deductions from the airline is possible: upon presentation of medical documents that meet the existing requirements. It is mandatory to contact the airline's customer support center at the phone number: +7(391) 291-81-80 to remove a seat from the flight or write an appeal using the Feedback form indicating the ticket number, direction, departure date, passenger's full name, date of birth , passport data. In the event of a no-show on a flight, a refund for medical reasons will become impossible.

You can learn more about the rules at the link: Forced cancellation of transportation.

Refunds are made at the place of registration of the service. If the service was issued on the official website, you must fill out an Application for the return of the service. The return of services issued on other resources, including at ticketing agencies, is carried out at the place of purchase.

At the request of passengers traveling together with the same purpose of travel, to the same destination airport, on the same flight (family members, persons traveling together or on a business trip), the summation of free baggage allowances can be applied. The total number of pieces of combined baggage must not exceed the sum of the norms for the number of pieces. The combined piece of baggage must not exceed 30 kg and 203 cm in the sum of three dimensions. The aggregation only applies to free baggage allowance. For more information, see Consolidation of checked baggage.

Medicines can be transported both in the baggage compartment of the aircraft and in the cabin (in hand luggage). It is necessary to pack all medicines in a separate bag, preferably in the original packaging. You also need to bring a prescription and a doctor's note with you, especially if you need injections during the flight. Liquid medicines are transported in the cabin according to the rules for the carriage of liquids: in containers with a volume of not more than 100 ml, with a total volume of not more than 1 liter. Hazardous substance list permitted for transportation

The cane umbrella can be transported in the cabin of the aircraft as Cabin baggage, provided that its dimensions do not exceed those established by the rules of the airline. In other cases, the umbrella is carried in the luggage compartment and is regarded as a separate piece of luggage if it is not put in a bag/suitcase with the main luggage.

Transportation of electronic cigarettes/vape is possible both in the aircraft cabin and in the luggage compartment. In this case, the battery to the device can only be transported in hand luggage. The transportation of vape liquid in the aircraft cabin is carried out according to the general rules for the transportation of liquids: the volume of the container must not exceed 100 ml, and the total volume of liquids transported in the cabin must not exceed 1 liter. All containers should be packed in a transparent bag with a zip lock.

A stroller is transported free of charge when traveling together with a child. Carriage in the cabin of the aircraft is possible provided that the dimensions of the stroller do not exceed those established for Hand Baggage. In other cases, the stroller must be checked in as baggage and transferred to the luggage compartment. If necessary, a wheelchair can be used up to the aircraft gangway.

The maximum weight of the transported stroller is 20 kg.

The carriage of a stroller without a child is subject to the same requirements as for any other baggage.

Unfortunately, it is not possible to transport a guitar as hand luggage, because its dimensions exceed those established by the airline's rules. You can check in your musical instrument in the luggage compartment or buy a ticket with an extra seat in the cabin. Registration is carried out simultaneously for the passenger and the musical instrument. A ticket with an extra seat can only be purchased at ticket agencies.

Excess baggage can be transported subject to confirmation of the service by the airline. Due to load restrictions on departing flights, it is recommended to declare such baggage in advance: Apply for excess baggage or contact the customer support center by phone: +7(391) 291-81-80.

To carry more baggage on some interregional (Abakan, Barnaul, Gorno-Altaisk, Kemerovo, Kyzyl, Novokuznetsk, Tomsk) and international flights, it is possible to pre-order an additional piece of checked baggage. You can order an additional piece of checked baggage (10 kg or 23 kg) during the process of purchasing a ticket on the airline’s website, after purchasing a ticket through the My Bookings service or at a ticket agency.

For other interregional and intra-regional flights, additional baggage must be previously confirmed with the airline by filling out an Application on the website. You can pay for an additional piece of baggage confirmed by the airline at any ticket agency, including ticket offices at the airport (on the day of departure).

Payment for excess baggage is carried out according to the tariffs established by the airline, valid at the time of payment:

• Tariffs for excess baggage on domestic flights of the Krasnoyarsk region
• Tariffs for excess baggage on interregional and international flights

For information, please contact the lost and found office of the airport of arrival. The airline is not responsible for items left on board.

Aquarium fish are not accepted for carriage as baggage or carry-on baggage. To clarify information about the possibility of transporting fish as cargo, you must contact the Transport companies cooperating with the airline. Contact information about our partners is available in the section: Cargo transportation.

The rules for providing the service on your flight and type of aircraft can be found in the sections Carriage of animals and General rules for the carriage of animals.

More information about the service can be found in the Transportation of unaccompanied children section.

To save time we offer you to use the service of ordering a Transfer to the airport of departure you need and from any airport of arrival. Simply fill out the application form in the section: Transfer order.

We offer to issue an insurance policy Insurance for the duration of the flight for 288 ₽ for a one-way flight, without intermediate landings and for 389 ₽ for a round-trip flight or with intermediate connections.

Insurance payments include the following risks:

• Flight delay insurance up to 10,000 ₽;
• Luggage insurance against loss and damage up to 45,000 ₽;
• Passenger life and health insurance in case of accidents at the airport and during the flight up to 500,000 ₽.

Read more in the Public offer.

You can issue a policy when buying a ticket on our website, after purchase (through the My bookings service) or at any ticket agency.

We offer to order a special Children's set on board, which consists of:

• potato balls;
• chicken fillet in batter;
• sticks of boiled carrots;
• fresh cucumber;
• wheat buns;
• apple juice;
• mini cupcake.

The cost of the set is 599 ₽. The Children's set will delight your child in flight and keep them entertained during their lunch break. Leave vivid memories of the flight for your child so that further trips cause delight and expectation of a miracle!

The ticket must contain the details of the new passport. To make changes to a ticket issued on the official website of the airline, you must send a request through the Feedback form indicating the ticket number and attaching a photo or scan of the new document. If the ticket was purchased on other resources, then you can contact any airline selling tickets to correct the data.

To obtain a duplicate receipt for the purchase of tickets and services issued on the airline's website, you must write an appeal through the Feedback form or contact the customer support center by phone: +7(391) 291-81-80. Cash receipts for tickets issued on third-party sites or agencies must be requested at the place of purchase.

When flying citizens of the Russian Federation through the territory of the Russian Federation, a power of attorney is not required.

Replacing a passenger on a ticket is prohibited by the rules of the airline. The ticket can be returned and purchased for another passenger.

To enter new data into a ticket issued on the airline's website, you must send a request through the Feedback form indicating the ticket number and attach a photo or scan of the new document. Correction of data in tickets issued on other resources is carried out in ticket sales agencies.

In this case, we recommend sending an appeal through the Feedback Feedback form indicating the direction, departure date and passenger data (name, series, passport number, date of birth) for identification.

In this case, we recommend ordering a certificate confirming the fact of the flight. The terms of the service can be found in the section Ordering references.