Air Astana retains the right to amend Nomad Club
Online Redemption and 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.
Astana provides you with the facility to book and purchase 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.
During the online redemption and booking process
you can specify your seats and meal preferences. 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
Tickets can be purchased up to five hours before
departure on our website.
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.
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 Check My Trip 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. Award Availability
are no blackout dates for Nomad Club awards. Award seats will be available on
all flights, however Air Astana reserves the right to limit
availability of seats for flight or
upgrade awards on all flights and in all classes of service. Seats may still be
available for sale, but not available for Nomad Club redemption. Members are
advised to book well in advance for popular destinations and/or for peak season
travel. Air Astana may at any time modify the number of points required to
obtain a particular award, withdraw
an award, or impose a period in which no awards will be available.
2.2. Children and Infants
over two (2) years of age require the same number of points for awards as
adults. Infants under two (2) years of age, not occupying a seat, travel free
as long as they are accompanied by an adult award traveller. There is a limit of one infant per adult award traveller.
2.3. Transferability of Awards
order to transfer awards to another individual it’s
necessary to fill in the required fields of the online booking engine with your membership details as a grantor and details
of a traveling passenger. Points required for a travel of another individual
will be redeemed from the account of the member – grantor, logged in the system
during the online booking.
2.4. Open Date/Wait-list/Standby
segments must be confirmed. No open-dated tickets, wait-listing,
or standby travel is allowed for Nomad Club awards.
stopover is allowed on flight award itineraries
in case Air Astana does not provide direct flights to a preferred destination.
Stopover should not exceed 24 hours. Upgrade award stopovers are subject to the
conditions of the original ticket.
2.6. Open Jaw Tickets
jaw tickets are allowed (i.e. passenger may arrive in one city and return from another) as long as both cities are within
the same award zone.
of Awards Tickets
Award tickets are valid for one year after the date of
issue stated on the ticket. Validity
of award tickets cannot be extended and points for expired tickets cannot be
Application of Fare Conditions
During the booking process the Client should
familiarize himself/herself with Fare Conditions applied
to the chosen class of service. Fare Conditions
are shown at Step 4 and
in the Confirmation of reservation. The Client accepts the 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 purchased tickets.
Changes to date of travel
of Award ticket can be made free of charge only once, and if seats are
available in the designated award booking classes. All the following changes to
Award ticket require the return of the Award ticket with
the subtraction of 3,000 points from the personal account or payment of a fine
of 5,000 tenge (KZT) and reissue of a new Award ticket. Points for
partially used or expired tickets cannot be re-deposited.To
change an Award ticket Member should contact the Nomad
Club Service Centre.
Other Award Changes
of routing, class of service, name, and all other changes require a re-depositing of the old award and issuance of a new award.
Unless the Member has sufficient points for the new award, the old award must
be re-deposited before the new award
can be issued. Members must allow at least seven (7) working days for Nomad
Club Service Centre to process award re-deposit.
Re-Depositing of Unused Awards
Once points are withdrawn from member
account during the online redemption an award ticket is considered as
issued. Points for wholly unused flight awards can be re-deposited to the account from which it was issued with
a deduction of 5,000 points. Members must forward the wholly unused and valid
award ticket to the Nomad Club Service Centre along with
a request to re-deposit the award. To
re-desposit of unused Award
ticket Member should contact Nomad Club Service
Centre Please allow up to seven (7) days for
processing. Points for partially used or expired tickets cannot be re-deposited.
Members traveling on award tickets who fail to show up for the flight for which they are holding a confirmed reservation will be considered a no-show and may be assessed a re-booking fee in the amount of 3000 points or 5 000 tenge. Date of travel for partially used tickets with expired date of travel cannot be changed.
Lost/Stolen Award Tickets
airline procedure for lost/stolen ticket re-issue applies for lost/stolen award
tickets. Please contact the nearest Air Astana ticketing office or Nomad Club
Service Centre for information.
Upgrade Award cannot be booked
online. To book an upgrade award member has to address to Air Astana ticketing
and reservation office and Nomad Club Service Centre to process manual points redemption. For detailed information refer to Nomad Club Terms and Conditions.
taxes, and fees are responsibility
of the member redeeming an award and must be paid at the time of ticketing.
6.1. Tax Refund
For refund of taxes
paid for an award ticket Air Astana general terms and conditions on ticket refunds are applied.
of taxes paid for an unused award ticket please contact the Air Astana Call
Centre at +7 (727) 244 44 77or email firstname.lastname@example.org.
A password is needed to access Nomad Club
account information, modify member profile and issue award ticket online. Such
a password will be issued when a person applies for Nomad Club membership
through Air Astana website or logs
into his/her personal account using an existing membership number for the first
Members are responsible for safeguarding their
password and should not share them with
Members are responsible for all transactions
made with the use of their passwords
with or without
members’ knowledge or consent. Air Astana is under no obligation to verify the
authenticity of any person who
performs transactions through the use of a valid password.
Air Astana will not be held liable for any loss
or damage due to unauthorized use of passwords.
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 Client proceeds to the Payment page the
information is transferred and encrypted by SSL (Secure Sockets Layer)
and safeguard the privacy of personal information of the Passenger. At Step 3, you are required
to provide such detailed information as Passenger’s First name, Passenger’s
Last name, and your contact information in order to process an airline booking.
This information will be used for the purposes of providing you with air transport services. It will also be used to
notify you about any schedule changes in, or cancellations of, your flight(s).
Air Astana will not, by any means, transfer personal information about
Passengers to the Third Parties with
exception of cases when this may be required by an official request of
respective authorities and police.
Use of Credit or Debit Cards
for taxes, airport fees and surcharges, the Client
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.
card will be debited immediately
after you click on the “Pay” button at the Payment Step.
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.
The passenger should present the credit card used for the online booking at the time of
check-in or boarding for verification.
If the cardholder is not a part of itinerary, the passenger should present a photo copy
of the credit card and the signature
page of the cardholder’s passport at the time of check-in and boarding for
Online transactions made by using Corporate
Cards and American Express credit
cards are not protected by 3DSecure technology and they are high risk
transactions for Air Astana. Therefore, Air Astana requires the passenger to
present additional documents (credit card and ID) at the airport check-in. Copies of
these documents may also be required if IP addresses of high risk fraudulent
countries such as USA, Pakistan, Philippines, Vietnam, Mexico, and Canada are
used for the booking.
In case of suspicion of fraud, Air Astana
reserves the right to make a complete investigation, contact a passenger,
cancel a ticket and report the fraud details to respective authorities and police. Any passenger found to be travelling
on a fraudulently purchased ticket will not be allowed to board and be
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; KRW (South Korean won) from
Seoul and INR (Indian rupee) from Delhi.
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.
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
the right to permanent residence in the Republic of Kazakhstan.
Air Astana does not bear any responsibility if passengers specify residency incorrectly.
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 3, Passengers information)
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.
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.
Online Customer Support
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.
11.1. Nomad Club Service Centre
information about Nomad Club please contact firstname.lastname@example.org or call to Nomad Club Service Center at +7 727 244 55 30. The Service
Centre operates Monday to Friday 9.00-18.00 Astana, Kazakhstan
time (GMT+6), excluding official public holidays.
Astana may provide a payment invoice only in case this is requested by
passengers. Such requests should be sent to email@example.com email address. Air Astana cannot make
any other types of invoices assigned to any legal entities
since Air Astana issues tickets only to individuals.
Acceptance of Terms and Conditions
clicking on the Check box of accepting Terms and Conditions
at Step 4, the
Client confirms that he/she is familiar and agrees with
the Nomad Club Online Redemption and Booking Terms and Conditions, Nomad Club 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.
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