Questions and answers

The procedure for changing the passenger's air transportation contract, including the refusal of transportation on one of the sections of the route, is as follows:

• To exchange, you must provide an itinerary receipt (ticket) or the booking number, ticket number.
• The exchange and additional payment are made according to the rules of the current tariff. If there is no equivalent tariff on the new date, an additional payment will be made to a higher tariff (service fees will be charged).
• If it is not possible to fly with the current ticket, but a new date has not yet been selected, it is necessary to cancel the seat reservation in advance (no later than 24 hours before the flight departure).

If the ticket was purchased on the airline's website, you must send a request with detailed information toavia–centr@aero.alrosa.ru.

For passengers located in cities that have their own points of sale airlines, all changes are made at the airline's own ticket offices.

Rebooking airline tickets for another person is prohibited by the airline's rules. You can arrange a ticket refund if this is provided for by the fare conditions, and buy a new airline ticket.

For airline tickets for regular flights: at any time before the start of the flight, you can adjust the passenger's details (full name, passport, date of birth) at the place of purchase of the ticket with its reissue with the collection of fees.

Please note that we are talking specifically about adjustments, and not about replacing one passenger with another. If the ticket was issued on the official website of the airline, it is necessary to send a request with supporting documents to avia–centr@aero.alrosa.ru or contact the airline's contact center 8 800 500 50 95. Detailed information is published in a special section of the website Changing data in an air ticket.

For passengers located in cities where the airline has its own sales points, all changes are made at the airline's own ticket offices.

No. You need to return the ticket to the place of purchase. Then issue a new ticket in the current name. If the ticket was issued on the official website of the airline, it is necessary to send a request with supporting documents to avia–centr@aero.alrosa.ru or contact the airline's contact center 8 800 500 50 95.

For passengers located in cities where the airline has its own sales points, all changes are made at the airline's own ticket offices.

You can make an exchange or refund yourself through Manage booking on the airline's website.

To learn more about how to change passenger data, follow the link link please.

You need to contact the place where you purchased your air ticket.

To arrange a forced return of an air ticket or change the departure date, you must contact the place where the air ticket was purchased. If the ticket was purchased on the airline's website, you can make an exchange or refund yourself through Manage booking.

*For passengers in cities where the airline has its own sales points, all changes are made at the airline's own ticket offices.

Yes, a forced refund of the ticket price is possible in case of illness of a passenger or a member of his family / close relative traveling with him, as well as in case of death of a family member. This passenger's right is enshrined in the Federal Aviation Regulations. What needs to be done:
1. Inform the airline before the end of check-in.
2. Send a request with medical documents toemail: avia avia–centr@aero.alrosa.ru (if the ticket was purchased on the airline's official website) or contact the place where the ticket was purchased.

Which documents are suitable:

• medical institution certificate;

• an extract from the medical history or discharge epicrisis;

• conclusion of the medical commission;

• disability certificate (copy of the medical certificate);

• ambulance call sheet;

• a certificate from the health center about the suspension from the flight.

Document requirements:

• name and details of the medical institution;

• position and surname of the doctor;

• dates of illness/contraindications to the flight (must match the flight dates);

• date of issue of the document;

• seals: personal of the doctor and the medical institution.

If the document is in a foreign language, a notarized translation is required. If a relative is ill, additional documents confirming the relationship (marriage certificate, birth certificate, etc.) are provided.

Yes, but be sure to notify the airline, otherwise subsequent sections of the flight will be canceled.
Notice periods:

• Less than 24 hours before the departure of the next flight — inform us before the end of check-in for the missed flight.

• avia–centr@aero.alrosa.ru.

  More than 24 hours before the departure of the next flight — you have 2 hours after the departure of the missed flight to warn the airline, but to make it before the check-in for the next flight.

How to contact:

• email: aviacentr@aero.alrosa.ru.

• 8-800-500-50-95 (03:00–21:00 МСК);