Nomad Club Online Award Upgrade Terms and Conditions
Please read these Terms and Conditions before using the Nomad Club online Award Upgrade service.
1. General Terms
Air Astana retains the right to amend Nomad Club Online Award Upgrade 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 upgrade via its website www.airastana.com 24 hours a day, 7 days a week. It is allowed to upgrade one ticket and one segment in ticket per one transaction. Passenger with an infant cannot be upgraded online. 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. For detailed information please see the section Children, Infants and Unaccompanied Minors Policy.
2. Award Availability
Tickets eligible for upgrade awards include booked in booking classes Y, B, H, K, L, T, Q, S, V, E, P. Tickets booked in any other booking class are not eligible for upgrade awards. Members must have confirmed and ticketed reservations prior to requesting upgrade awards. Online award upgrade is not possible on routes London - Astana and Paris – Astana. In order to get an award upgrade on these specific routes please contact email@example.com. Economy Sleeper Class is available on flights between Astana and London Heathrow, Frankfurt, Paris. There 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.
2.1. Children and Infants
Children over two (2) years of age require the same number of points for award 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.
2.2. Transferability of Awards
In 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.
2.3. Open Date/Wait-list/Standby
All segments must be confirmed. No open-dated tickets, wait-listing, or standby travel is allowed for Nomad Club awards.
Upgrade award stopovers are subject to the conditions of the original ticket.
2.5. Open Jaw Tickets
Open 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.
2.6. Validity 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 reinstated.
3. Change of Travel Dates
Changes to date of travel of upgraded award ticket can be made free of charge only once, and if seats are available in the designated award booking classes before departure. All other changes to the travel date can be made 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 Upgrade Award ticket. To change an Award ticket Member should contact the Nomad Club Service Centre. 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.
4. Refund of Upgrade Award
Points for wholly unused flight upgrade 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-deposit of unused Award ticket Member should contact Nomad Club Service Centre Please allow up to seven (7) days for processing. While re-depositing points due to expiry will not be reinstated. The amount paid for commercial ticket can be also refunded. In order to make a refund of initially upgraded commercial economy class tickets please contact the firstname.lastname@example.org. The downgrade of upgrade award is not allowed.
5. No Show
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 5000 tenge. Date of travel for partially used tickets with expired date of travel cannot be changed.
6. Lost/Stolen Award Tickets
Standard 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.
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 time. Members are responsible for safeguarding their password and should not share them with anyone. 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.
8. Nomad Club awards
Nomad Club awards cannot be sold, purchased, bartered, or exchanged for cash. If Air Astana has sufficient grounds to believe that a ticket or upgrade has been obtained as a result of such fraudulent activity, it can refuse transportation to the passenger holding such ticket or upgrade, confiscate the ticket, and terminate the Nomad Club account from which the award was redeemed. All unused points in the terminated account will be cancelled.
9. 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 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.
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.
10. 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.
11. Nomad Club Service Centre
For 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 8.00-17.00 Astana, Kazakhstan time (GMT+6), excluding official public holidays.
12. Acceptance of Terms and Conditions
By 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.