FAQ

FAQ

1. In what cases airlines can offload a passenger from a flight?

The air carriage contract is terminated unilaterally at the initiative of the airline in the following cases: the passenger refuses to be inspected before the flight of the aircraft, the passenger commits actions that pose a threat to the safety of operation of the aircraft, if the passenger is in a state of alcoholic, narcotic, toxic intoxication, which may endanger the health of the passenger or the safety of persons and property on board the aircraft, inconvenience to other passengers, as well as failure by passengers to perform their duties on board the aircraft.

 

2. What kind of special services are provided to passengers with limited mobility?

For the access of passengers with limited mobility, at airports, the allocation of places with the installation of special road signs for parking vehicles of disabled, the adaptation of buildings, entrances to buildings (entrance to the building, stairs), traffic paths inside the building for people with limited mobility, the equipage of public toilets with cabins for people moving in wheelchairs should be provided.

Also, wheelchairs are provided for servicing disabled people with musculoskeletal disorders and other low-mobility groups of the population.

When transporting people with limited mobility, after carrying out the procedures on the check-in line, the passenger is escorted to the aircraft. Boarding of passengers with limited mobility is carried out in the first place, disembarkation is the last. On board, passengers receive assistance from flight attendants in accommodation, information services, assistance in implementing aviation safety rules, meal service, and provision of first aid in flight.

Passengers from among the low-mobility groups of the population can additionally carry a stretcher and a wheelchair intended for personal use with them, free of charge as a baggage.

Guide dogs traveling with blind passengers are transported free of charge, without a cage, in excess of the free baggage allowance, provided that such a dog has a collar and a muzzle and is near the owner throughout the entire air transportation process.

To confirm the diagnosis of childhood autism, Asperger's syndrome, atypical autism, the conclusion of the medical consultative board is provided.

It is necessary to inform the airline about the need for special services no later than 5 calendar days before the start of the flight. In cases where transportation is not possible for this passenger, the airline must notify the passenger no later than 24 hours in advance.

 

3. When does the check-in for the flight open and close?

Registration of passengers departing on international flights at the airport begins at least 2 hours (depending on the type of aircraft and the number of passengers) before the departure of the aircraft and at least 1.5 hours (depending on the type of aircraft and the number of passengers) before the departure of the aircraft on domestic flights. The passenger arrives at the airport for check-in no later than 40 minutes before the departure of the aircraft, to perform the check-in procedures. If the passenger does not arrive within the established time for registration, the airline will cancel the departure place allocated for him from this airport.

 

4. What to do in case of loss or shortage of baggage or cargo?

In cases of delay in the delivery of baggage, its shortage, damage or loss, as well as in the case of baggage delivery without presenting a baggage receipt and a baggage identification tag, an act of malfunction during transportation is drawn up, which is signed by the person receiving the baggage and an employee of the airline or airport.

For delay in baggage delivery, the airline pays a penalty to the baggage recipient in the amount of 10 percent of the ticket price for each day of delay, but not more than 50 percent of the ticket price, according to the regulations at the passenger's actual place of residence.

For the loss, shortage and / or damage the passenger belongings, the carrier shall compensate for the damage in the amount by which the value of the things has decreased, if the passenger proves that the damage was caused through the fault of the carrier.

In case of loss or shortage of baggage, cargo accepted for carriage without a declared value, compensation is carried out in the amount established by the air carriage contract, if the passenger has indicated the cost of baggage or cargo, compensation is made in the amount of the declared value, if the baggage or cargo is damaged, in the amount by which the value of baggage has decreased.

 

5. What rights does a passenger have in case of flight cancellation or delay?

If the flight is canceled or delayed due to the carrier's fault or delay, passengers are provided with the following services without charging an additional fee: providing (if available) a mother and child room to a passenger with a child under the age of seven, two telephone calls, including via international communication lines, lasting no more than five minutes or two e-mail messages when waiting for the departure of the flight for more than two hours, providing soft drinks when waiting for the departure of the flight for more than two hours, provision of hot meals when waiting for the departure of the flight for more than four hours and then every six hours-during the day and every eight hours-at night, accommodation in a hotel provided by the carrier when waiting for the departure of the flight for more than eight hours - during the day and more than six hours - at night, delivery by transport provided by the carrier from the airport to the hotel and back in cases where the hotel is provided without charging an additional fee.

If the flight is canceled or delayed due to the carrier's fault for a period of more than ten hours, the carrier is obliged, at the passenger's choice, to provide transportation of the passenger on the next flight to the destination indicated in the ticket or to refund the passenger the full ticket price.

At the request of the passenger, a letter is issued to him/her or a note is made in the ticket about the reasons for the delay of transportation by a specially appointed official of the airline. The Airline shall reimburse the damage or expenses incurred by the passenger as a result of providing him with the specified service or in connection with it.

If the passenger's transportation is delayed due to the fault of the airline, the latter pays the passenger a fine in the amount of 3 percent of the ticket price (the flight section where the delay occurred) for each hour of delay, unless it proves that the delay occurred due to force majeure. The amount of the fine collected cannot exceed the cost of the purchased ticket (the flight section where the delay occurred).

 

6. Is it possible to transport animals on board the aircraft and what documents are required for the transportation of animals?

Animals and birds are accepted for transportation with the prior consent of the airline. The sender submits the documents required by the veterinary authorities of the country to the territory, from the territory or through the territory of which the transportation is carried out.

For the transportation of animals and birds, the passenger provides a container (cage) with air access. Transportation of animals and birds in containers (cages) is allowed with a waterproof bottom covered with an absorbent material. It is allowed to transport animals and birds in tightly closed baskets, boxes with an opening for air access. Bird cages are covered with a dense light-tight fabric. The weight of accompanied animals and birds, including the weight of containers (cages) and food, is not included in the free baggage allowance and is paid according to the tariff.

Animals are transported only as checked-in baggage in the isolated trunk of the aircraft. If the flight is performed by an aircraft that does not have an isolated trunk, then the cages with animals are located in the passenger cabin.

Guide dogs traveling with a visually impaired passenger are transported free of charge, without a cage, in excess of the free baggage allowance, provided that such a dog has a collar and a muzzle and is being next to the owner.

 

7. If the airline cannot provide the passenger with a seat in accordance with the issued ticket in the cabin of the appropriate class of service?

If the passenger agrees to travel in the cabin of another class of service with the provision of food and the right for free baggage transportation according to the norms corresponding to the original issued ticket, then recalculations are made on the difference between the cost of transportation in the paid and provided class of service.

If a passenger refuses to travel in the cabin of another class of service that is cheaper than the paid class, the airline shall bear the costs within the actual costs of placing this passenger in a hotel, meals, use of communication facilities and ground transport when moving to and from the airport until the time when it can provide the passenger with a seat in accordance with the class of service of the original ticket issued on an airline flight or on a flight of another airline.

 

8. How are minor passengers transported?

Unaccompanied minor passengers are accepted by the airline for transportation only after a written application from their parents (adoptive parents, guardians). Unaccompanied minor passengers are children on domestic and international flights aged from 6 to 16 years, who are traveling without parents and are not entrusted to any of the passengers. Unaccompanied minors are not accepted for transportation from 11:00 pm to 6:00 am in the morning.

When transporting minor children-citizens of the Republic of Kazakhstan accompanied by adult passengers, the airline may require the provision of a child's birth certificate, as well as documents confirming the relationship and (or) the legal right to transport a minor passenger.

Minor passengers under the age of 6 years are transported only accompanied by an adult passenger.

If a minor citizen of the Republic of Kazakhstan leaves the Republic of Kazakhstan unaccompanied, he must have with him, in addition to his passport, a notarized parental consent, adoptive parents, guardians or trustees for the departure of a minor citizen of the Republic of Kazakhstan, indicating the duration of being out of the country and the state (states) that he intends to visit.

There is no charge for the transportation of one minor passenger on international flights under the age of 2 years, who does not occupy a separate seat and is accompanied by an adult passenger. If minor passengers under the age of 2 are transported on an international flight with a separate seat, 50 percent of the corresponding fare of the accompanying adult passenger is paid for his/her transportation. For the carriage by one adult passenger of the second and subsequent minor under the age of 2 years on an international flight, 50 percent of the corresponding ordinary or special fare of the accompanying adult passenger is paid.

For the carriage of each minor passenger aged from 2 to 12 years, on an international flight, 50 percent of the corresponding or special fare of the accompanying adult passenger is paid.

Others accompanied by passenger minors aged from 2 to 15 years traveling on domestic flights they are transported on tickets with payment of 50 percent of the standard fare and provision of a separate seat.

 

9. How is the transportation of passengers on a stretcher carried out?

Transportation of the patient on a stretcher is carried out with the provision of additional seats on the aircraft with payment in accordance with the terms of the tariff application.

The patient is transported on a stretcher accompanied by a person who provides care for this passenger in flight. Transportation of the patient on a stretcher is carried out with the provision of a seat in the aircraft with a payment established by the airline.

It is necessary to inform the airline about the need for special services no later than 5 calendar days before the start of the flight. In cases where transportation is not possible for this passenger, the airline must notify the passenger no later than 24 hours in advance.

 

10. Are there any special rules for transportation of pregnant women?

Pregnant women are accepted by the airline for carriage by air, provided that the pregnancy period is up to 34 weeks for a single pregnancy, and for a multiple pregnancy-no more than 32 weeks, subject to a satisfactory state of health, which must be confirmed by a certificate from a medical organization about the period of pregnancy and state of health provided to the airline after 22 weeks of pregnancy, which are calculated according to the expected date of delivery.

Pregnant women whose gestation period exceeds 34 weeks with a single pregnancy, and with a multiple pregnancy-no more than 32 weeks, provide a conclusion of the medical consultative board on their state of health, which is allowed with registration by a medical organization not earlier than 30 calendar days before the start of transportation. The airline refuses to transport pregnant women even if there is a conclusion of the medical consultative board if the due date of delivery is expected in the next 7 calendar days.

11. Is it possible to travel together with newborns?

Postpartum mothers and newborns are not allowed to be transported during the first 7 calendar days after the birth of the child.

For the transportation of children born prematurely during multiple pregnancies, the parents of the children or accompanying adults present a medical certificate for each child, which confirms the possibility of transporting the child by air.

 

12. What kind of identification documents can I present when checking in for domestic flights?

The identification documents for transportation within the territory of the Republic of Kazakhstan are: passport of citizen of the Republic of Kazakhstan, identity document of citizen of the Republic of Kazakhstan, residence permit of foreigner in the Republic of Kazakhstan, identity document of person without citizenship, diplomatic passport of the Republic of Kazakhstan, service passport of the Republic of Kazakhstan, identity document of refugee, identity document of seafarer of the Republic of Kazakhstan, foreign passport, certificate of return, certificate of birth, travel document. Driver license, military card and birth statement may be recognized as the documents of identification in the cases, provided by the Criminal Procedure Code of the Republic of Kazakhstan.