FAQ

1. How to read a ticket?
2. What are the taxes of the airports and how do they correspond with the cost of the air ticket?
3. What documents are necessary to buy the air ticket?
4. How early should one come to the airport prior to departure?
5. Is the seat number indicated in the ticket?
6. What departure time is specified in the air ticket?
7. How to change the date of departure?
8. What is 'Sunday rule' or what the air ticket fare depends on?
9. Where and when is it possible to refund an air ticket and what is required for it?
10. How choose a box for an animal properly?
11. What to do if the air ticket is lost?
12. What to do if the plane is late?
13. Up to what destination is the luggage checked-in? Where is it transferred by the airline automatically? Where should it be received?
14. What to do if the luggage is lost?
15. In what case is it possible to receive full refund for the air ticket?
16. During what the time is it possible to refund an air ticket?
17. How is the refund of partially used ticket is calculated?
18. How to change the date of departure in the ticket?
19. Is it possible to send the child on a trip alone?
20. How much does the ticket for the unaccompanied child cost?
21. What are requirements to the passenger at departure?
22. What are transit and transfer?
23. What requirements are shown to the passenger at the entrance to the country of destination?
24. How to avoid misunderstanding and unjustified accusations of airlines?
25. Some recommendations to the customers of travel agencies and airlines.
26. Whether the agent or carrier bears the responsibility for the given information?

3. What documents are necessary to buy the air ticket?
The passport with the entrance visa is necessary. Frequently it happens so, that the passport is in the embassy to stamp the visa, and the passenger wants to buy the air ticket at the cheapest fare, for example, 14 days prior to a start of flight. In this case the agent selling the air ticket can only inform the passenger on risks connected to purchase of the air ticket on the special tariff: the possible cancellation or date change penalties. For the purchase of the one-way air ticket there should be an appropriate visa - work permission, student visa or constant residence permission, or return air ticket, train or bus ticket.

4. How early should one come to the airport prior to departure?
The check-in for regular international flights starts 2,5 hours and ends 45 minutes prior to flight departure. The check-in for charter flights may start 3 hours and more, and come to an end 1 hour prior to departure.

5. Is the seat number indicated in the ticket?
No, it is not indicated. Number of a seat is indicated in a boarding pass, which is received by a passenger upon check-in at the airport. However a seat preference can be ordered at he time of booking if it is allowed by the fare rules. In that case the ticketing agent gives to the passenger the print out of reservation with seat number(s) for he whole itinerary.

6. What departure time is specified in the air ticket?
Always the estimated time of departure is specified (see: How to read the ticket?). The time of flight's arrival to the destination is not indicated in the air ticket.

7. How to change the date of departure?
Firstly, when you buy an air ticket it is necessary to inquire the reservation & ticketing agent whether the change of departure date for the certain fare is possible (see: What are the tariffs?). If the alteration of the dates is free-of-charge you can address to agency where you bought an air ticket or to the airlines' representatives and they will change the reservation and sticker the ticket with a new date. If the fare rules apply a penalty for change of date then besides a sticker the agent will issue a receipt the copy of which is attached to your ticket.

8. What is 'Sunday rule' or what the air ticket fare depends on?
The general principle of passenger air transportations is the following: the longer the validity of the air ticket and wider the opportunity on changes of a route, dates of flights and return, the more expensive it will be. Sunday rule is one of the basic conditions of special cheap fares - the passenger has to stay in the destination for some days to make the air ticket cheaper, to be exact - the night of Saturday to Sunday.

9. Where and when is it possible to refund an air ticket and what is required for it?
At the purchase of the air ticket it is necessary to specify from the agent whether the ticket under the given fare is subject to refund. If yes, then you should inquire if there are any penalties and what is the deadline. The return of the air ticket can be made only in agency, where it was bought. For the refund it is necessary to have the air ticket, receipt on payment and passport of the passenger.

10.How choose a box for an animal properly?
For the transportation of small animals there are bags or cardboard boxes with replaceable bottom sized45 Х 22,5 Х 29cm. The majority of airlines give them free-of-charge. Animals weighing more than 8 kg can be carried in plastic boxes with closed door. Inside the cage there should be water container and an absorbing material laid at the bottom. Usually airlines offer four standard containers depending on weights and sizes of an animal. The container should correspond to the size of an animal. Height of a container should be equal to the height of a standing animal, width of a cage to the double width of the animal and length of the container should equal to the length of a body plus half of length of it's leg. The container can be ordered in airline or bought separately in a pet shop.

11.What to do if the air ticket is lost?
If you have lost your air ticket before the date of departure, it is necessary to apply to the agency where you bought the air ticket. If you have lost the ticket being at the point of destination, you should address to the airline representative office. In any case, the airline will ask you to sign a form that says that that you must reimburse any expenses of airline in the case if the other people use it illegally. It is necessary to remember that some airlines charge a small penalty for issuance of a duplicate. The duplicate is not subject to refund or change regardless of the class.

12.What to do if the plane is late?
If the flight is late and you have to make a transfer for the further connection flight being at the transit point there can be some variants. In the case of an insignificant delay of flight you can have time to catch the connection flight. It is necessary to address to the stewardesses onboard. Air stewards usually have the information about the connection flights (number of the terminal, number of a landing gate) and will save your time. It is better, if you fly using flight changes of the same airline because it is responsible for your arrival to the final destination. If the flight has lingered over too much and you are late for the connection flight, you need to address to the representatives of that airline company after your arrival to the airport and they will send you by the nearest connection flight of same airline or other one. If it is the evening flight and under the timetable there are no flights during that day you will be provided a hotel stay.
It is the most complicated case if at the transfer point there is a change of airlines. Despite of a significant delay of flight you need to address to the rack of the first carrier to make a mark in the air ticket about a delay of flight. Having shown it, it is necessary to find out whether there are later flights in the schedule. If seats are available the airline will send you by the following flight. If there are no more scheduled flights during that day, it is necessary to learn about an opportunity to depart the next day. In such a situation the accommodation in hotel is usually not provided the airline company.

13.Up to what destination is the luggage checked-in? Where is it transferred by the airline automatically? Where should it be received?
If there are some transfer points (change of flights) on your route but there is no change of airline, then the luggage will be checked-in up to the final destination and in item of change will be transferred by the airline automatically without participation of the passenger. For example, at flight of Moscow - Boston by flights of Lufthansa airlines with change in Frankfurt the luggage is registered in Moscow up to Boston, and in Frankfurt will be transferred by Lufthansa personnel. The exception is made with flights in the USA: the luggage should be showed for customs examination after the arrival in the first point of the USA after crossing state border. So, if you fly by flights of Delta Airlines to Boston with change in New York, then you will have to receive luggage in New York, show it personally for customs examination and pass passport control. If there is a change of airlines at the transfer point (change of flights), then at the connection point you will receive your luggage and check it in for the further flight on a route.

14.What to do if the luggage is lost?
Unfortunately, the luggage is sometimes lost on flights of all airlines. Always keep the luggage labels in the ticket it will make the search easier in the case of loss. If at the point of destination you have not received the luggage, or it is damaged, address to LOST AND FOUND bureau to draw up a statement about it. It happens, that your luggage has left behind and will arrive by the following flight. If the luggage is lost, the airline will compensate damage at the rate of 20 US dollars for each kg. Therefore never keep the documents, credit cards, money and jewelry in luggage.

15.In what case is it possible to receive full refund for the air ticket? The compelled and voluntary return.
It will be considered as a compelled refund (a full refund of even a nonrefundable ticket) in the case of:
• Cancellations and delays of flights by the carrier;
• Cancellations of landing in the place specified in the ticket of the passenger;
• Not maintenance of the connection of flights;
• Replacement of a class of service or an aircraft;
• Death of the passenger or a member of his family.
The return owing to other reasons is considered voluntary and is carried out by rules of the fare paid for the issued ticket. In this case it is possible to expect for complete return only if you have the first or business class tariffs, full economy one-year or excursion fare. It is necessary to keep in your mind that on the majority of the reduced rates the voluntary return is not made in general, therefore, you should learn the rules of returning your ticket before purchasing it.

16.During what the time is it possible to refund an air ticket?
For the majority of the reduced rates there are time restrictions on return of the air ticket. Certainly, it is better to learn these details before purchase of the ticket. According to the most widespread conditions you may return an air ticket:
•More than 7 days prior to a start;
•More than 24 hours prior to a start
•Up to a departure. Usually, after a departure (in the case of no-show) under the reduced rates the refund is impossible.
Refund within one year from date of departure is possible for the normal tariffs (the first or business class, full economy one-year fare).

17.How is the refund of partially used ticket is calculated?
It is not allowed to refund the majority of the reduced rates under the partially used tickets. For "normal" fares (pls see " All about the tariffs ") the return is made with the deduction of the really USED transportation. Let's consider an example. The passenger has bought the ticket on a route Moscow - Geneva - Moscow that has been issued on the excursion fare (USD 590). Having flown the segment from Moscow to Geneva, the passenger has returned by the other route and has showed the unused part (Geneva - Moscow) for refund. Deducting from the tariff the cost of flight Moscow - Geneva (USD 475 - full 1-yaer fare), we get the amount to refund 590 - 475=USD 115, instead of half from 590, as it seems to be. One more example. The business ticket class ticket at USD 2016 is issued on a route of London - Helsinki - Munich - Rome - Geneva - Zurich - Moscow. The passenger has flown only London - Helsinki and Geneva - Zurich - Moscow parts, but cost on such route will be the same - USD 2016 and amount to refund for the unused sites of Helsinki - Munich - Rome - Geneva will be 0.

18.How to change the date of departure in the ticket?
The majority of the reduced rates are nonrefundable, nonrerutable and non-changeable. It is necessary to inquire the agent beforehand if there is an opportunity to change the dates of travel, the address of airline representation or agency carrying out similar operation in the point of destination. If the change of dates is possible sticking new dates on the ticket in which the number of flight and new date of a start are specified. If accordance with to the conditions of the fare the change of dates is possible only with the penalty, in this case a Miscellaneous Charges Order (MCO) is issued fir the amount of penalty. The passenger's copy of the MCO is attached to the ticket and is shown at check-in.

19.Is it possible to send the child on a trip alone?
Usually airlines allow the transportation of unaccompanied children under the age from 5 up to 12 years. The required measures are to enter into the booking the address and contact people, who will see off and meet the child. Also you need to sign the application according to which you tengt airline to undertake actions, which they will consider necessary if the child is not met due to some reasons. You will compensate all charges connected with it.

20.How much does the ticket for the unaccompanied child cost?
Usually children from 8 up to 12 years fly under the child fare. Children from 5 up to 8 years fly at adult fare. Children up to 5 years without the accompanying persons are not allowed for transportation.

21.What are requirements to the passenger at departure?
The first item of the immigration control expects you in the country of an initial start (beginning of transportation on a route). For successful passage of immigration formalities from you can be required to show a mark about staying in the given country - in the passport, visa, special questionnaire and etc., depending on the purpose and term of staying (certainly, if you are not the citizen of this country). The separate requirements can be shown to persons following with you according to your passport (visa). For departure from the country the notarially certified documents (power of attorney) and special marks in the passport and - or the visas can be required.

22.What are transit and transfer?
Transit and transfer stops are possible on a route of your travel.
The difference is:
• The transit - an aircraft of the same airline and under the same flight number carries out further transportation;
•Transfer - further transportation is carried out by other airline or the same, but under other flight number(s).•Without visa transit /transfer such as TWOV (Transit Without Visa) allows citizens of your state to be at the given airport during some time (24, 36 … hours) without visa (but at presence of the confirmed ticket to the third country) without the visa.
•The second option also (as an discrepancy to TWOV rule) requires presence of the special transit visa of the given state.

23.What requirements are shown to the passenger at the entrance to the country of destination?
The highest immigration requirements will be shown to you at the entrance to the country of destination (certainly, if you are not the citizen of this country, or have no official residence permit). There is also a requirement to validity of your passport there (date of expiry). Many countries require that validity of your passport at the entrance should be not less than 3-6 months. Depending on your citizenship, the presence of the valid entrance visa is required. Children and persons entered in the passport of the passenger should be usually entered by the special image in the passport and in the entrance visa. Except passport-visa requirements, the presence of special tourist voucher or official invitation can be required. The local immigration authorities can require written guarantees of sufficient funds for your stay in the country. You can be required to show the valid ticket (in some countries - with the confirmed booking) for return travel. There can be an interview with you for specification of the purpose of your entrance in the country and details of your presence in its territory.
The most unpleasant thing for you is that the official immigration authorities do not explain their refusal for entry. Certainly, it is possible to complain, but…

24.How to avoid misunderstanding and unjustified accusations of airlines?
The passenger bears the exclusive and personal responsibility for observance of all laws, decisions, orders, requirements and immigration rules of the countries, from which, in which and through which the airline flies, and also all instructions and requirements of carrier, concerning transportation. In order to prevent essential financial losses and penal sanctions raised by immigration authorities of the countries of entrance / departure and transit / transfer the airline has the right to give up in reception to transportation of the passenger, who does not have necessary travel documents on a route; the carrier-airline does not compensate to the passenger financial losses at failure in entrance to the country of purpose and subsequent deportation to item of an initial start. Moreover, the carrier has the right to require from the passenger the indemnification of the financial losses owing to such transportation.

25.Some recommendations to the customers of travel agencies and airlines.
Be sure to consult directly in consular departments of embassies of the countries of purpose and transit / transfer on a route about observance of necessary immigration formalities.
At inquiries of the information try to state the complete information on conditions of your travel, presence of the necessary travel documents (passport, identification card, residence permits, invitation and etc.). And sufficiency of the given information frequently depends on it correctness.
Many formalities cannot " be settled on a place " even for money. The state immigration services usually do not go on infringements of legislative rules and formalities of the country, even for rather dear and known people.
Consider closely and responsibly to preliminary "immigration- documentary " maintenance of your travel. Your trip will be effective business visit, pleasant visiting of the friends and familiars or joyful non-stop holiday trip.

26.Whether the agent or carrier bears the responsibility for the given information?
The information on immigration formalities given to you by agencies and airlines is extremely helpful. You can receive official information only in consulates and embassies of the countries of the world from the representatives, authorized for it