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  • Terms and Conditions for Alternative Payment for Air Tickets

    1. General Terms

    Please read these Terms and Conditions before making a payment for a ticket using the Alternative Payment service.

    "Alternative payment" method means payment via:

    • Sberbank branches
    • BTA Bank branches
    • Kazkommertsbank JSC branches
    • Internet banking system of Kazkommertsbank, Homebank.kz

    You can book a ticket by calling the Air Astana 24/7 Call Centre  +7 (727) 244 44 77, make your reservation, confirm your ticket price, and pay for the ticket using one of the Alternative Payment methods.

    In order to make a payment at partner banks’ branches, you must have a valid ID and Tax Identification Number, booking reference number (PNR) and the ticket price.

    In order to make a payment at Internet banking system, you only need to know the booking reference number (PNR).

    The ticket will be sent to the email address indicated during the booking process immediately after payment is completed. 

    It is the responsibility of the Client to provide the correct contact details (e-mail address and mobile telephone number) during the booking process.

    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. You are able to make reservations for adults and children (aged 2 to 11 years inclusive for international flights and 2 to 14 years inclusive for domestic flights) and infants (under 2 years old). For Internet banking system, the age of the Infant must be less than 2 years old at all travel dates. 

    Infants and children must be accompanied by adults. Children or infants cannot be added to the ticket once the booking has been paid using an Alternative Payment method. However, a separate ticket can be booked and paid for a child and booked for infant in case a child/infant is travelling on the same flight as an adult, by calling the Air Astana Call Centre at the above-stated phone number. For detailed information, please see the section Children, Infants and Unaccompanied Minors Policy.

    The “Alternative payment” service is not available for youth (under 25 years old) and senior citizen (over 60 years old) fares.

    2. Application of Fare Conditions       

    During the booking process the Client should familiarize himself/herself with Fares and Fare Rules applied to the chosen price and ticket (hereinafter – “Fare Conditions”). 

    2.1. Change of Booking      

    All changes must be initialized by sending an e-mail to call.centre@airastana.com from the e-mail address specified during the booking process or calling the Air Astana Call Centre and confirming the request by saying the codeword indicated during the booking process. 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. Rebooking fee may be applied if it is required by the Fare Conditions.

    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.

    2.2. Cancellation and Refund

    If you need to cancel a ticket and request a refund for a ticked paid through Internet banking system, you should send your cancellation request to call.centre@airastana.com  from the e-mail address specified during the booking process. The refunded sum can be credited only to the card that was used during the purchase of the ticket. Refunds are generally processed in 5 to 7 working days.

    If you need to cancel a ticket and request a refund for a ticked paid through a partner bank’s branch, cancellation and refund can be done at any Air Astana ticket office. Refunds are processed on the day of the request.

    If you need to cancel a ticket and request a refund for a ticked paid through a Sberbank branch, you can also send your cancellation request to payments@airastana.com from the e-mail address specified during the booking process. Your request will be processed in 5-7 days. You will be able to receive refund at any Sberbank branch after you receive a confirmation email from Air Astana.

    Cancellation and refund will be made according to Fare Conditions of your ticket. Refund penalty may be applied if it is required by the Fare Conditions.

    2.3. No Show

    If you request us to refund or change your ticket after departure of the flight, it will be considered according to the Fare Conditions and No-Show policy of the ticket.

    3. Currency

    Only Kazakhstan tenge (KZT) is accepted for payment. The ticket price advised by the Call Centre agent is valid on the day of the booking and can be varied in any other day.

    4. Payment through Internet Banking System

    If you pay through a partner bank’s web portal, your account will be debited when you click on the confirm button.

    5. Invoices

    Air Astana may provide a payment invoice only in case this is requested by passengers. Such requests should be sent to invoices@airastana.com email address. Air Astana cannot make any other types of invoices assigned to any legal entity 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 “Payment confirmation” in the Internet banking system or when making the payment at a bank branch, the Client confirms that he/she is familiar and agrees with the Terms and Conditions for Alternative Payment for air tickets, Fare Conditions, General Conditions of Contract and Rules of Air Carriage of Passengers and Baggage and will not dispute them in future.