Online Booking Terms and Conditions
Please read these Terms and Conditions before using the online booking service.
1. General Terms
Air Astana retains the right to amend Online Booking Terms and Conditions without prior notification of the Passenger. Any modifications in Terms and Conditions will become valid upon being published at the Air Astana website.
Air Astana provides you with the facility to book and buy tickets via its website www.airastana.com 24 hours a day, 7 days a week. It is allowed to book up to 9 passengers per one booking. This means that you are not allowed to book a group of more than 9 passengers including children and infants. Child is defined between 2 - 11 years old (inclusive) for international flights, between 2 – 14 years old (inclusive) for domestic flights, and infant is a baby under 2 years old. The age of the infant must be less than 2 years old at all travel dates. Children must be accompanied by an adult. Children or infants cannot be added to the ticket after the booking has been made. For detailed information please see the section Children, Infants and Unaccompanied Minors Policy.
Youth fare is available for passengers aged 12 to 25 years inclusive at the time of departure of the first segment of the travel. For routes Almaty – Delhi, Delhi – Almaty from 12 to 28 years inclusive.If you are travelling on these routes and your age is between 26 and 28 years inclusive, you may book your flight via our Ticket Offices or Call Centre.
Senior fare is available for passengers aged 60 years old and over at the time of departure of the first segment of the travel.
Web Check-in is not available for unaccompanied minors, passengers with an infant(s), child(ren), passengers with an extra seat, passengers on a stretcher, youth, seniors and passengers who agreed with airline’s anti-fraud procedure. Verification of travel documents will be carried out at the airport upon checking in. If you do not fall into the above age category, you will be denied boarding. The airline will not be liable for costs associated with it.
During the online booking process you can specify your seats and meal preferences. The system is configured to show the cheapest available prices at the time of booking. An E-ticket will be sent to your email address immediately after you finish your booking. Then simply print off your E-ticket and show it at the check-in desk with a valid identification document specified during the booking process. The following identity documents are valid for air carriage within Kazakhstan only:
national identity card;
residence permit of a foreign citizen in the Republic of Kazakhstan;
card of a stateless person;
certificate of a refugee;
birth certificate (for persons aged under 16).
When booking ticket(s) online, it’s the passenger’s responsibility to ensure their names are typed correctly. In the event of errors in spelling of name, passenger will be denied boarding and be responsible for all costs associated with rebooking.
Tickets can be purchased up to three hours before departure on our website.
Seat selection service allows you to select available seats in both Business (subject to aircraft type) and Economy classes. The seats you choose will be pre-assigned for you; in case you forget to select seats during the online booking process, please contact our Call Centre by phone number +7 (727) 244 44 77 or address your e-mail to email@example.com. However, the service is provided for your convenience only and seat(s) cannot be pre-assigned for you in case of aircraft change to another type; if there are more than two infants in a row and if the seats you have chosen are emergency seats. Selection of seats does not guarantee that you will be given the exact seats you have chosen in online booking.
Air Astana offers Check My Trip service if passengers would like to see Flight Details, Fares, Fare Conditions and Taxes. For this information, passenger can follow the link Manage My Booking and specify Passenger’s Surname and Booking Reference number (6 alphanumeric code). As a result, the passenger will be able to see the Itinerary page – the same page that appears at the end of the booking process immediately after the payment is done.
2. Application of Fare Conditions
During the booking process the Passenger should familiarize himself/herself with Online Fare Conditions applied to the chosen price and ticket. Fare Conditions are shown at Steps 2, 3 and 5 and in the Confirmation of reservation. After you have completed booking and payment Confirmation of reservation will be sent to the email address specified at Step 4 (Passengers’ details).
At Step 5 (Confirmation of purchase) and before proceeding to payment page, a passenger must accept Fare Conditions by ticking the check box and confirming that he/she agrees with given Fare Conditions of the ticket.
Air Astana reserves the right to change the fare parameters in relation to rebooking, cancellation, no show in any of the stated Fare Conditions. These changes will not affect already bought tickets.
2.1. Change of Booking
All changes must be initialized by a passenger’s request sent from the email specified during the online booking. This is an essential procedure aimed in preventing unauthorized changes of itinerary details. Change will be conducted according to the Fare Conditions of your ticket. Change penalty may be applied if it is required by the Fare Conditions.
If you have accepted the Rules for Anti-fraud procedures and wish to rebook your ticket, you can do it at any of our ticketing offices where you are required to show the original card that was used for making a payment and the cardholder’s ID. If the card used for payment is corporate or non personalized, you need to present an authorization document from the head of the organization to which the card belongs, with a company letterhead and original stamp.
According to the rules of the International Air Transport Association’s (IATA) Passenger Services Conference Resolutions Manual, Flight coupons shall be used only in sequence provided in the Ticket. Otherwise, such flight coupon(s) shall not be accepted for carriage, exchange or refund and are not valid.
It is not allowed to make any changes to passenger’s first name or last name in an E-ticket. To change passport number, passenger should send a scanned copy of their passport to the email address firstname.lastname@example.org. Adding more people to already existing booking is not allowed as well.
2.2. Cancellation and Refund
If you need to cancel your ticket and request a refund, you need to fill out the Online Refund application form located under Manage My Trip section. The amount to be refunded will be credited only to the card (bank account) that was used for purchasing your ticket. Please make sure that all required fields are filled out correctly. After you click the “Confirm” button, your booking will be cancelled right away and money will be refunded back to your card. Refunds are generally processed in five to seven working days. Cancellation and refund will be made according to the Fare Conditions of your ticket. Please note that Penalties may apply if required by the Fare Conditions (for more details on Fare Conditions of your ticket please visit the Fares and Fare Rules page).
2.3. No Show
If you request us to refund or change your E-ticket after departure of the flight, it will be considered according to the Fare Conditions and No-Show policy of the ticket.
3. Online Security
For security reasons Air Astana does not keep sensitive information such as Credit or Debit Card numbers, CVC/CVV codes and expiry dates. All transactions are conducted by companies who are fully certified by Visa, MasterCard and American Express payment systems.
Air Astana takes all necessary precautions in order to secure information and keep any sensitive information confidentially. All sensitive passengers’ information is secured and encrypted as it travels over the Internet. When the passenger proceeds to the Payment page the information is transferred and encrypted by SSL (Secure Sockets Layer) protocol.
3.1. Use of Credit or Debit Cards
To pay for E-ticket, a passenger may use a valid credit or debit card. Air Astana accepts Visa, MasterCard and American Express cards from any bank with particular exceptions listed below.
For the currencies USD (US dollar), EUR (Euro), GBP (British pound sterling), AED (United Arab Emirates dirham), THB (Thai baht), CNY (Chinese yuan), INR (Indian rupee), KRW (South Korean won), HKD (Hong Kong dollars) it is possible to pay only by credit or debit cards of Visa and MasterCard payment systems, plus the Maestro, Cirrus debit cards issued by Kazkommertsbank only.
For the KZT (Kazakhstan tenge) currency you can pay by any Visa, MasterCard, American Express, Maestro and Cirrus cards.
It is not compulsory for a card holder to be a passenger. However, please be advised that the card holder will be responsible for transactions made online via the Air Astana website.
Your credit card will be debited immediately after you click on the “Pay” button at the Payment Step.
3.2. Anti-fraud Procedures
Air Astana considers an illegitimate use of credit cards as a very serious threat imposed both on the cardholder and the airline. To prevent such a misuse, Air Astana operates anti-fraud procedures.
For those online transactions considered as carrying high risk of possible fraud, Air Astana requires the cardholder or the passenger to present a physical credit card used for making the payment and appropriate ID at the airport check-in and boarding for verification purposes.
If the card used for paying for online booking is to expire before the intended travel date, passenger must ensure to keep this card with them.
According to this procedure using virtual cards is not permitted as presenting physical credit card at the airport check-in and boarding for verification is mandatory.
The payer can also enter the “authorization code” of the transaction on our website when making a payment online using a credit/debit card. Payer can get this code by contacting the bank that issued the card. When choosing this option, presenting the physical card and ID at the airport check-in and boarding for verification will NOT be REQUIRED for such bookings. Please also note that online check-in will also be available for bookings verified this way.
In case of suspicion of fraud, Air Astana reserves the right to make a complete investigation, contact a passenger, cancel a ticket and report fraud details to respective authorities and the police. Any passenger found to be travelling on a fraudulently purchased ticket will not be allowed to board and will be blacklisted.
Air Astana processes transactions in a variety of currencies generally based on the currency of the country of departure. Kazakhstan tenge (KZT) is accepted within Kazakhstan routes, flights from Kazakhstan to international cities and flights from any international city to Kazakhstan, if a Resident of Kazakhstan option is selected.
EUR (Euro) is accepted for payment of flights departing from Europe and USD (US dollar) for all other destinations; exceptions: GPB (British pound) from London; AED (Arab Emirates dirham) from Abu Dhabi; THB (Thai baht) from Bangkok; CNY (Chinese yuan) from Beijing, Urumqi; HKD (Hong Kong dollars) from Hong Kong; KRW (South Korean won) from Seoul and INR (Indian rupee) from Delhi.
4.1. Foreign Currency Transaction Fees
Air Astana charges the exact amount of the price shown at the moment of purchase without applying any exchange rate, foreign currency transaction or service fees. Your issuing bank or payment system may apply its own inter-bank exchange rates, foreign currency transactions or service fees. If you do not know your bank currency exchange, foreign currency transactions and service fees policy, you are advised to contact your bank before you pay. By clicking on the “Pay” button you confirm that you have been advised of this. Air Astana cannot be held responsible for any supplementary fees applied by your card issuer or payment system. Currency Converter at Step 3 under section “Price” is included solely for your convenience.
4.2. Kazakhstan Residency
Please note that Kazakhstan currency regulation requires its residents to transact in Kazakhstan tenge (KZT). Therefore, we need to ask if you are a Resident of Kazakhstan. If YES – your transaction will be conducted in Kazakhstan tenge (KZT).
The Kazakhstan currency legislation presents the following definitions of residents: the citizens of the Republic of Kazakhstan, including those who are living abroad temporarily or who are in public service beyond the bounds of the Republic of Kazakhstan, apart from the citizens of Kazakhstan with the right to permanent residence in a foreign country, granted in accordance with the legislation of this country, foreigners and people without citizenship with the right to permanent residence in the Republic of Kazakhstan.
Air Astana does not bear any responsibility if passengers specify residency incorrectly.
4.3. Passport Details
The form of identity submitted during the booking process will be required at the time of your check-in. For international travels, an International passport (to be used in the Booking process at the Step 4, Passenger’s details) is required. National ID details may be indicated during the booking process if the passenger is a Kazakhstan citizen travelling within Kazakhstan or to/from Russia; internal passport details may be indicated if the passenger is a Russian Federation citizen travelling to/from Kazakhstan.
For citizens of the Russian Federation who do not have their names written in Latin in passport, it is allowed to write their names in Latin letters during the booking process. The number of the passport will be used as the main identification of the passenger. If the passport number also has Cyrillic letters, it is strongly recommended that you do not indicate them in the booking; only numbers should be filled in.
4.4. Name Change
If your name was misspelt in your ticket, please contact the Air Astana Call Centre or Air Astana ticketing office at least 72 hours before your departure. You will need to pay a fee of 3000 KZT (in Kazakhstan) or 20 USD (outside Kazakhstan) to change your name in your booking/ticket.
If your journey contains a segment on a partner airline of Air Astana, it may not be possible to change your name.
You can always check your booking details using Manage My Booking at our website.
5. Online Customer Support
The preferred media of communication is email messages. Email requests are handled with the highest priority. However, Air Astana will not accept responsibility in case of improper operations of email systems, including spams, email blocks by antivirus filters and systems, etc. which are beyond control of Air Astana. If you do not receive a response or acknowledgement, we recommend you contact our Call Centre +7 (727) 2 44 44 77 or by duplicating email to email@example.com.
Air Astana may provide a payment invoice only in case this is requested by passengers. Such requests should be sent to firstname.lastname@example.org. Air Astana cannot make any other types of invoices assigned to any legal entities since Air Astana issues tickets only to individuals.
6. Acceptance of Terms and Conditions
By clicking on the Check box of accepting Terms and Conditions at Step 5 (Purchase Confirmation), the Client confirms that he/she is familiar and agrees with the Online Booking Terms and Conditions, Fare Conditions, General Conditions of Contract and Rules of Air Carriage of Passengers and Baggage and will not dispute them in future.