Essential Information

General Questions

For more information, please follow the link

You can use our online booking service or contact the Air Astana booking office or representative office in your country. You can find the contact details of Air Astana booking offices/regional representative offices using the link

Some airports charge a "departure tax" that must be paid by every departing passenger. These taxes are usually included in the total ticket price. However, some airports charge this tax directly when a passenger checks in. When air tickets are booked online via the Air Astana website, the airport taxes are included in the ticket price.

You can find the contact details of Air Astana representative offices and International/Kazakhstan booking offices here. 

Some countries do require entry or transit visas to be obtained prior to your journey. We recommend that you contact the visa/consular division of the embassy of a country that you are visiting or transiting through. Many countries supply visa information on their websites, and you can contact your travel agent to get necessary information. It is the responsibility of the passenger to ensure that he/she has all necessary visas and entry/exit permits. You can also find additional information in the Diplomatic Missions and Travelling to Kazakhstan sections of this website. It is the responsibility of the passenger to ensure that he/she has all necessary visas and entry/exit permits. For more information, please follow the link

It is very important that you make sure that your passport remains valid for the whole duration of your journey. Some countries require that your passport remains valid for a certain period of time (typically six months). Please check all requirements concerning passports with the embassy of the country that you plan to visit before the journey.

Life insurance is not compulsory and this is a personal choice, but our advice is to obtain insurance coverage for any international trip that you make.

Advance vaccination might be recommended or necessary in some cases, depending on your route or country of destination. If you have doubts, we suggest you to consult your doctor.

In the online booking process, at Step 2 – “Choose your flight”, simply choose the three-letter city code and then you will see a dialog window with the terminal information for that airport. If you have an issued ticket, please follow the link.

The airline strongly advises you to keep your boarding passes and payment documents (receipts and credit card statements). The provision of these documents with the electronic ticket printout is usually sufficient to report your air conveyance costs for deduction, and allows to report VAT for deduction using e-ticket. (For overseas trips it is also required to attach a copy of your passport page with border control stamps on it.)

The airline can confirm the passenger's presence on the flight and issue an official confirmation letter. To receive one: Please send us an application stating the passenger’s name, passport details, ticket number, routing, date of flight and the reason of your inquiry. The document will be issued within 5 business days and is provided free of charge. This procedure is available at all Air Astana booking offices.
Regarding internal routings, you can place an application using the link
.

You can find information on the exact time of arrival and departure of your flight by following the link.

If you have missed your flight, you need to contact your ticket selling office, or contact our Call Centre so that we could arrange rebooking on the next flight or refund you the ticket cost. Keep in mind however, that tarrification rules apply.

To make a flight, an infant aged 0 to 2 need the accompanying person's ticket and booking request confirmed by the airline.

Generally, flight check-in ends 40 minutes before the scheduled departure.

We recommend arriving at the airport at least 3 hours (international flight) and 1.5 hours (domestic flight) prior to your scheduled departure. Please keep in mind, that check-in for the flight closes 40 minutes before the flight departure, while boarding ends 15 minutes before the flight departure.

In the unlikely turn of events, where our company was forced to move you to the economy class, you will need to contact Customer Relations Service at . You will be asked to attach scan copies of the following documents: passport and boarding pass. Our airline guarantees downgrade compensation in the form of the difference in the sum you paid against the cost of the class you have flown.

You can collect your compensation in ticket downgrade at any ticket selling office of the Air Astana company or the agency you have purchased your ticket from. First, you need to contact Customer Relations Service at customer.relations@airastana.com. In your e-mail letter, you will need to attach the scan copies of the following documents: passport and boarding pass. 

Once that is done, our Customer Relations Department staff will contact and inform you when and where you will be able to collect your compensation.

We encourage you to confirm information about your traveling documents at the embassy or council of the country you are planning to visit.

For this information, we suggest you visit and explore http://www.mfa.kz

Your will be asked to show your passport/ID card and printed boarding pass.