О работе клиентской службы во время пандемии коронавируса и правилах отмены бронирований - подробнее.
For air tickets
For train tickets
First you need to know that not every plane ticket is refundable, so be careful when buying the ticket.
- for non-refundable tickets: depending on the rules of the carrier performing your flight, a refund is possible for unused fees (airport charges), or a complete lack of a refund.
- for return tickets: the full amount can be returned, minus penalties, according to the rules of the airlines.
Attention! There are a number of airlines in the rules of which non-refundable taxes are prescribed when returning a ticket.up
If your flight plans have changed, and before the departure of the flight there is very little time left, then the first thing to do is to remove seats on your reservation. For this you need to contact the carrier. You must be prepared for the fact that a period of less than a day before departure is considered critical for the collection of penalties for a return ticket. If you did not appear on the flight, and the ticket was purchased at the lowest cost, most likely you will be denied a refund. The extreme moment at which the passenger can return at least part of the money spent on the ticket is determined by each carrier in accordance with internal rules.
It is possible to refuse a flight by sending an application through the feedback form, or by contacting the airline directly. Being late for a flight is no different from all the above cases, go to the check-in counter and ask to make an appropriate mark. Such an itinerary receipt with a mark will be the justification that you should be refunded for an unused electronic ticket, such a statement can be filled out even after departure.
Please note, due to the large flow of calls in connection with the coronavirus, the processing time for calls may be increased. Requests are processed in order of request. The priority is the nearest departure date. We request you to create one request to the customer service, it will certainly be processed. We do our best to ensure that each of our clients receives timely assistance.
You need to cancel the electronic registration and send a package of documents for return through the feedback form.up
The standard time for consideration of applications is 24 hours from the date of acceptance of the application to work. The evidence that your request was received by our service is the assigned application number sent in an automated response message to your request. After accepting the request for work, you will receive a corresponding address notification from a specialist. During the high tourist season, consideration periods may be extended.up
Money for returned flights goes to the current account. You can get money from a current account by contacting a bank.up
Yes, ordinary the air carrier considers such a reason sufficient for a forced return of the entire amount, but this rule is valid subject to certain conditions that may differ in each individual case.up
Typically, money for a plane ticket can be returned within seven to ten days from the receipt of the application from the passenger. This period can be reduced or increased by the decision of the airline, we try to process all applications within one to two days, then we receive a positive response from the carrier, send money to the account and then it all depends on the efficiency of your bank, because the money is transferred to a bank account. If the agreement with the airline requires a longer time, then the return can be carried out at a later date. Such complex requests come when trying to make a forced return, so the airline, especially for cheap flights, may delay the refund. But some air carriers may require approval for even voluntary returns, for example, Belavia and Korean Air, some others.up
In such cases, there may be several reasons:
- the airline has not yet made a refund. In some cases, airlines require a return of up to 60 days
- Your bank has special conditions for the return of funds. Check with your bank.
If your payment failed the first time, please make sure that your card has enough money, it has a CVV / CVC code. You can try to pay your order a few more times by carefully checking the filled in card details. Do not worry - the system will not allow you to pay the same order more than once. If neither the second nor the third attempt has helped, then you need to contact the support service of your bank according to the data indicated on the card or use other payment methods.up
Attention! If your itinerary receipt was unavailable at the last step of the reservation, and you also did not receive it at your e-mail address indicated at the time of booking, please contact our support team immediately by calling +7 (495) 970–17–17.up
We recommend checking your email account. As a rule, payment is successful and a copy of the itinerary receipt has already been sent to you in the mail. If the payment did not pass, the itinerary receipt was unavailable at the last step of the reservation and did not come to your mail, we ask you to contact our support team by phone +7 (495) 970–17–17 and clarify the status of your order.up
If your card is connected to a mobile bank, you can repeat the attempt to pay for the ticket in half an hour, if the time allotted for paying for your ticket allows it. If the password does not come again, you need to contact the bank that issued your card.up
In order to pay for the purchase of a plane ticket in the «Svyaznoy» company’s shop, you need to go to the nearest sales office and tell the operator the payment code that you will receive on our website in the last step of booking. You must also provide your phone number, which you should have entered at the time of booking the airline ticket.up
If you do not have time to pay on time, then after the expiration of the period allotted for payment, your reservation will be automatically canceled, which you will be notified by e-mail and via SMS. To purchase a ticket, you need to re-create an order on the website and reserve a new ticket.up
- Open the message «Booking flight order no .. on Aviakassa.com» in the email address.
- In the line Link to your order 13363705, click on the order number.
- In the window that opens, make the payment again.
You can also re-pay the order from your Personal Account.up
The possibilities of change are established by the rules for applying the fare at which you purchased a plane ticket. You need to send an application in case you need to exchange a ticket. You can fill out an application in free form, indicating your order number, ticket number, desired changes in the date of departure, arrival, time change. After that, the operator will recalculate, based on which, you must finally decide whether you will change tickets, weighing the pros and cons. If the decision is positive, an invoice is sent, for which a certain amount must be paid, by bank transfer or by credit card. Fees for changing dates are set by airlines in accordance with the rules of the applicable fare at which you purchased your ticket for the flight.up
Tariff rules and itinerary receipt are provided to you in the form that is available in the original. That is, when making a reservation in an international class system (for example, Amadeus), the printout of your documents will be in a foreign (most often, English) language. This information storage system is used on international flights of many air carriers, including Russian ones (for example, Sibir, Aeroflot, and others). There is no automatic translation option in this case. However, at your request, you may be assisted in translating the necessary information or compiling a summary of the main points. To do this, you need to send a request through the feedback form.up
Be sure to contact the operators of the site aviakassa.com by phone +7 (495) 970–17–17 or write a request through the feedback formup
You can get information about the deadlines and register on the airline’s website. As a rule, on-line check-in starts 24 hours in advance and ends 90 minutes before departure. You will find the reservation number for online check-in in the itinerary receipt.up
It is recommended that you have a itinerary receipt with you throughout your trip. This is especially important when traveling abroad. Upon arrival in a foreign country, you must be able to go through all the procedures of the security service and the immigration service, which may require confirmation of the further route or return flight from the country.
For travel inside the country, a passport is required, for international travel - a valid document allowing travel abroad: a passport for international travel or an international passport. Airlines recommend having an itinerary receipt at the airport, although this is not necessary for check-in. Also, at some airports, a flight confirmation may be needed for presentation to the aviation security services, at the control before entering the registration.up
These are the requirements. After booking a ticket in a reserved seat car, you need to make payment within 15 minutes, otherwise your order will be automatically canceled after this time. We recommend that you pay by credit card directly on the site, then the allotted time will be quite enough. When booking a compartment ticket or CB, the time for payment increases to 3 hours, although in some cases this time may be reduced.up
Payment of an electronic train ticket is possible using a bank card. It should be noted that after booking (booking) a train ticket, it takes only 15 minutes to pay.up
If you have passed the electronic registration:
- passport (or other identification document, the details of which were indicated when issuing the ticket);
- boarding pass (printout or on the screen of a mobile device).
If the electronic registration isn’t completed:
- passport (or other identification document, the details of which were indicated when issuing the ticket);
- a ticket, received at the ticket office or self-service terminal. (See How to get a ticket).
Booking a train ticket on Aviakassa.com website, you can simultaneously register electronically. If, during the booking process, at the stage of choosing seats and a car, you checked the «Complete the electronic check-in» box, then after paying for the ticket you will get the right to board the train with a boarding pass and passport. Your data will already be located in the explorer and no additional actions will be required. Electronic registration is possible no less than 1 hour before the departure of the train. The list of trains for which electronic registration is valid is constantly updated.up
After paying for the reserved train ticket, at the last step of the reservation you will be provided with a control coupon, that is, an electronic ticket, which will indicate that you have been electronically registered, this control coupon will also indicate the 14-digit number of your order.up
You can return both the whole order or separately any electronic ticket from the order. There are two ways to do this.
- In your account
At the ticket office
In order to receive a car, you need to have a confirmation voucher or an E-voucher, current Drivers license, Certificate of International Standart (CIS) and a credit card in your name to block the deposit. Please see the section «Documents that you need to have with you». If you have orders for additional drivers, then they must have theirs driver’s license and a CIS.up
Upon receipt of the car you need to leave a deposit (Deposit) to cover insurance costs in case of damage to the car or its accessories. Please see the «Deposit Requirements» section in the Rental Conditions upon booking. This is the standard procedure for all rental companies. The deposit is blocked on a credit card in the name of the main driver. It will also indicate if Debit Cards are accepted. Important: When renting additional services (navigator, child seats, etc.), they may also require a deposit separately for these additional services.up
Aviakassa.com accepts Credit / Debit Cards - Visa, MasterCard, American Express. Not accepted Electron and Maestro. Important: Upon receipt of the car, the main driver needs a valid Credit Card in his / her name to block the Insurance Deposit.up
Upon receipt of the car, the main driver must have a valid driver's license in his name for a period of at least 2 (two) years. Non-European Union citizens must also have an International Driving License (IDL). Please note that the International Driving License is used only with national driving license and is invalid without it! Important: Temporary Driver Licenses or Expired Certificates are not accepted.up
You can make changes to your reservation on the site using the «Change reservation» option. Just follow the link My reservation or My Account and make the necessary changes. Aviakassa.com makes changes for free, but where it affects the cost of the order when changing the duration of the rental, car class, rental location, etc. - the price difference will be calculated relative to the new request. There you can also add / change your flight number.up
You can track the status of your reservation and manage your reservation at any time by clicking on My reservation or My Account, you can also print a Voucher there after full payment for the rental car.up
Creating an account is one of the easiest ways to manage your orders (past and present). On the main page of the website in the upper right corner you will find the option «My account»
- Select the «My Account» option.
- Select the «Create an account» option.
- Enter your email address and Password that you want to use.
- You will receive a letter to your email asking you to confirm your account. Click Verify My Account Now.
- After completing this operation, you will be able to log into the system and manage all the orders made by you on our website.
Since aviakassa.com provides you only with exclusive prices for car rental - there are fees and services, payment of which occurs only at the place of receipt of the car. Any mandatory fees (additional services are not included here) for payment on the spot will be presented to your attention upon booking and also in your rental documents and include (but not limited to) the following:
- Facility Charge - Airport Gathering, contributing to the creation of facilities.
- Winterization Fee - covering the cost of additional equipment in the winter.
- Any other goods or services purchased at the distributor’s office.
All additional services are paid at the place of receipt. Prices do not include VAT. If you need to order additional services (for example, renting a navigator, a child seat, a ski mount for the roof, etc.), simply go to Change reservation and add the necessary from the list of additional services. Aviakassa.com gives the rental company a wish to receive extra additions, but does not guarantee their availability.up
If you need additional drivers, please include them in your reservation or go to Change reservation and add them to your reservation. Payment for additional drivers takes place at the place of pick-up of the car, if they were not originally included in your reservation and are indicated in the aviakassa.com Voucher. All drivers who drive a car must have a driver's license and an IDP at any time during the rental period.up
An additional fee for this service may be levied and paid at the pick-up point. We will inform you the size of this fee when confirming the time of receipt / return of the car.up
If you plan to drive a rented car outside the country in which the rental takes place or to the islands, please inform us at least 7 days prior to receiving the car, as some rental companies have a ban on the export of a car outside the country of rental. In some cases, you will need to purchase additional insurance upon receipt of the car, in which case our operator will inform you of this. Important: if you rent a car in the UK, you need to return it also in the UK. International car rental with a return in another country is not possible in this case.up
If your flight has been delayed, please let us know as soon as possible by phone or e-mail. If you indicated your flight number in the reservation - in this case, the rental company allows a delay in receiving the car for 1 hour. aviakassa.com is not responsible for any financial losses, changes and cancellations that occur due to delayed flights.up
Each car rental company has its own Fuel Policy, which is clearly indicated when booking a car. This information will be displayed in your Voucher and in the rental contract at the supplier’s office. If your rental is 3 days or less - you need to discuss an individual fuel plan directly with the rental company. Most rental companies require a Deposit (Pledge) on Fuel upon receipt of the car. If the car is returned to the renter in accordance with their fuel policy - the deposit will be returned to the lessee.up
To cancel your reservation, please use the Change / Cancel reservation service by going to Cancel reservation. This is the easiest way to cancel your reservation.up
The full terms of our Cancellation Policy can be found on our website by going through our Lease Terms.
Cancellation of FULLY PAID bookings at the time of placing the order: You can cancel the order for free online 48 hours before receiving the car. All reservations canceled within 48 hours before the start of the lease will be subject to a fine of 3 days. The penalty for canceling a reservation is never higher than the cost of renting a car.
Cancellation of bookings with a DEPOSIT made: When a deposit was made at the time of booking and then the reservation was canceled more than 48 hours before receiving the car, the penalty for canceling the reservation will be equal to the amount of the deposit made. All reservations canceled within 48 hours before the start of the lease will be subject to a fine of 3 days lease or deposit amount, whichever is greater.
NON-APPEARANCE: This refers to cases of inability of a client to receive a car due to a lack of any documents, insufficient funds on a credit card in order to leave a deposit; and / or due to the inability to receive the car at the appointed date / time. Cash in case of no-show is not refunded. Important: some rental companies may have an individual Cancellation Policy; Please read the Booking Conditions carefully.
Carefully read the information on insurance coverage for your rental before you receive a car. It will also help in the selection of additional insurance offered at the pick-up point. See also insurance sections below.up
As a rule, the rental price includes accident insurance and theft insurance. Everything that includes your rental will be clearly indicated in the Rental Conditions when booking a car, as well as in the Booking Confirmation Voucher, which you will receive after payment.up
Your car is insured, but with a franchise. Upon receipt of the car you need to leave a Deposit, which consists of the amount of the Franchise and the Fuel Deposit to cover insurance costs in case of damage to the car. The maximum amount of the Franchise will be indicated in the Rental Conditions when booking a car. aviakassa.com offers to purchase our product - Deposit Refund Service (DRS) before the rental. If you damage the car during the rental and the renter withholds money from your Franchise (Pledge) for repairs, we will refund the amount you have withheld (excluding administrative fees and immobilization expenses). see rental conditions. By purchasing the Deposit Refund Service, you will be calm for your Franchise while renting a car, otherwise, we will not be able to refund you the money deducted from the Franchise in case of damage to the car.up
A franchise is your maximum financial responsibility in case of damage to the car. This is a common practice of all rental companies. The equivalent of the Franchise is the Insurance Deposit, which is blocked on the credit card of the main driver for the duration of the rental. The unlocking process takes up to 7 business days after the end of the lease. There is an opportunity to lower the Franchise by acquiring additional insurance at the place of car pickup, directly at the car rental office.up
CDW coverage is usually included in the rental car price. It provides protection against damage caused directly to the vehicle. This means that the rented car is covered, but with a Franchise and, in most cases, there are exceptions to this coverage. Parts of the car such as glass, tires, underbody, replacement of locks and keys, and towing charges are not covered by the CDW policy. Please see your Booking Confirmation Voucher in the «What's included» section.up
Theft Insurance (TW) reduces the tenant's financial liability to the amount of the Insurance Collateral (Franchise) in case of theft of the car or attempted theft. If the theft of the car occurred due to the negligence of the tenant - this can lead to deduction of the full cost of the car.up
Please take some time to inspect the car carefully before leaving the parking lot. Check the operation of headlights, wipers, door locks in order, spare tire in place, etc. Inspect the vehicle with the agent for minor damage, dents, scratches inflicted before you. Make sure that these damages are already included in the Act of acceptance in order to avoid misunderstandings when returning a car. You can take photos of the car (with the date of receipt and return).up
Aviakassa.com acts as a car rental broker. Orders made with us are subject to our own rental conditions. We provide these Terms to your attention when booking a car, in rental documents and on our website in the «Our Rental Conditions» section. The actual rental car will be subject to the laws of the country in which it will be provided and for this reason you will need to sign an Agreement with the company that will directly provide you with the car. You must clearly understand that you understand (and agree) with the Lease Terms of the accepted agreement.up
Try to return the rented car on the date and time indicated in the Voucher in order to avoid additional penalties for late returns. Please read carefully the rates for additional days in your rental contract.up
In the event of a car breakdown, accident or technical malfunction, you should immediately call the rental company. The rental company must authorize the repair or replacement of the car. Please keep copies of all documents that you may be asked to fill out. You may need them if you decide to contact an insurance company. If you are involved in an accident, we recommend that you keep a copy of the Police Protocol.up
You can request an invoice for payment for the rental at any time by clicking on My reservation or My Account, where you will see the option «Send a check to the email.» If you need an Invoice with VAT - go to Contact us and fill out the form.up
The rental price is calculated strictly according to the time and date of receipt and return of the car specified in your Voucher. We do not refund for unused rental times.up
There may be several reasons for additional fees. This may be a fine for under-fuel, additional services or insurance purchased at the place of receipt of the car, damage to the car, etc. All additional services must be displayed in your rental documents that you signed when receiving the car. If you cannot understand the text of the documents, please contact our Customer Service Center and we will try to help you.up
If you still have questions about the completed lease - please go to Contact us and fill out the online form.up
Before starting your trip, check if all the documents you need are properly prepared.
It is recommended to make a photocopy of tickets, passport pages (both foreign and domestic) with biographical data, visas, a stamp on registration, a driver’s license (if any), credit cards, vouchers, invitations. Be sure to bring along spare passport photos, including for children. They will be useful in case of loss of documents, as well as in other situations that may arise in the host country. Keep copies separate from the originals.
In the airport
Do not forget to fill out the customs declaration (if necessary). Keep the coupons for checked baggage, which will be required in case of loss. If you have any problems, we recommend that you contact your airline representative or airport employee. It is better to always have an flight ticket, passport, money and other valuable things with you.
Shipping Rules Passenger transportation rules are regulated by official documents of IATA (The International Air Transport Association)