Rules for Exchange and Refund of Electronic Tickets

1. The air ticket shall be exchanged in the personal account of the user on https://aeroflot.tripandfly.ru/

2. To send a request for exchange, one needs to do the following:

  • in the personal account, select the order for which the exchange is required;
  • specify the type of refund – voluntary or involuntary;
  • specify information about the new date and time on which the exchange needs to be made;
  • select the passengers and the route segments for which the exchange is required;
  • if additional and/or related services were booked for the flight segments, specify if these services need to be carried over with the flight or canceled;
  • send a request for exchange.

3. After processing the request, the following information will be sent to the personal account: information on ability to exchange the ticket and the size of supplemental fee (if any) for the flights selected by the user, the terms and conditions and the cost of changing additional services/related services (if ordered).

4. If the user agrees to the terms and conditions of exchange and the supplemental payment, the user needs to make the supplemental payment within 15 minutes. Payment may be made by any bankcard.

5. After confirmation of payment for the exchange, the new itinerary receipt, the electronic documents and the fiscal receipt shall be available in the personal account of the user and shall be sent to the email address specified upon initial reservation.

Please note!

The air ticket shall be exchanged only for an air ticket for the flight of the same airline for which the original ticket was issued. If the airline operating the flight needs to be changed, the air ticket needs to be refunded and a new air ticket needs to be issued.

The air tickets shall be exchanged in strict compliance with the rules of the applied rate. Whether the air ticket can be exchanged depends on the rules of the rate under which the air ticket was issued.

Requests for exchange shall be accepted from the moment of purchase of the air ticket. If it is necessary to exchange a ticket less than 24 hours before departure, it is recommended to contact the CC of ONELIA TECHNOLOGY LLC immediately after making an exchange request in the personal account in order for the exchange to be processed promptly.

All requests for exchange shall be processed on a priority basis and depend on the departure date of the flight.

The full rules and procedure for exchange of air tickets are given in Annex No. 1 of the Offer.

1. The air ticket shall be refunded in the personal account of the User of the Service of ONELIA TECHNOLOGY LLC.

2. To issue an air ticket refund application, it is necessary to:

  • in the personal account, select the order for which the refund needs to be made;
  • specify the type of refund - voluntary or involuntary (if the refund is involuntary refund, the reason needs to be specified);
  • select the passengers and the flight segments for which the refund needs to be made as well as additional accompanying services related to the refunded segments;
  • send a request for refund.

3. The refund shall be made after receiving a consent from the user to the terms and conditions of the refund, the fines of the carrier and the service fees for processing the refund in the personal account.

4. The money shall be refunded to the bankcard from which the payment was made.

The issued air tickets shall be refunded in strict compliance with the terms and conditions of the rate at which the air ticket was issued.

The Service Fees for issuance of the air ticket shall not be refunded in case of the air ticket refund.

The service fee shall be charged for each air ticket refund. All requests for refund shall be processed on a priority basis and depend on the departure date of the flight.

The request processing time is from 1 to 12 hours.

The money shall be credited to the account within a period from 3 to 30 days from the refund and depend on the card issuing bank.

The full rules and procedure for refund of air tickets are given in Annex No. 1 of the Offer.

The tickets for long distance trains and high-speed suburban trains with reserved seats may not be exchanged. If changes need to be made to the selected route, it is necessary to refund the ticket/s and finalize a new order.

1. The electronic ticket is refunded in the personal account of the user on https://aeroflot.tripandfly.ru/ if this electronic ticket was not printed out on the travel document form at the ticket window of the carrier.

2. The refund the electronic ticket, one needs to:

  • in the personal account, select the order for which the refund needs to be made;
  • select the passengers for which the refund is needed;
  • send a request for refund.

3. The refund shall be automatically processed by the service.

4. The money shall be refunded to the bankcard from which the payment was made within a period from 7 to 30 days. The service fee shall be charged for refund of each ticket with a reserved seat. The carrier may charge a service fee for refund. Non-used electronic tickets shall be refunded in accordance with the rate terms and conditions and the rules for refund of travel documents of RZD JSC, the Rules for Transportation of Passengers, Baggage, and Cargo by Railway Transport (approved by order of the Ministry of Transport of the Russian Federation No. 473 dated 19.12.2013).

1. An unused electronic ticket shall be refunded in the personal account of the user on Aeroflot.tripandfly.ru if the following conditions are met:

  • the ticket was paid for and issued on https://aeroflot.tripandfly.ru/
  • the platform gate was not passed through. If the platform gate was passed through at least under one ticket from the order, the refund is not allowed;
  • The refund shall be made before 23:59 of the day preceding the day of the trip for a standard class car and not less than 3 hours before the train departure specified in the itinerary receipt for a business class car.

2. The refund shall be processed automatically.

3. A service fee of 1.35% from the price of the ticket shall be charged for refund of tickets for Aeroexpress trains. The full rules and procedure for refund of railway tickets are given in Annex No. 2–Annex No. 4 of the Offer.

Bus tickets shall not be exchanged. If changes need to be made to the selected route, it is necessary to refund the ticket/s and finalize a new order.

1. The bus ticket shall be refunded in the personal account of the user on https://aeroflot.tripandfly.ru/

2. To refund a bus ticket, one needs to do the following:

  • in the personal account, select the order for which the refund needs to be made;
  • select the passengers for which the refund is needed;
  • send a request for refund.

3. The refund shall be automatically processed by the Service.

4. The money shall be refunded to the bankcard from which the payment was made within a period established by the issuing bank.

If the bus trip is canceled due to technical reasons or the bus is delayed by more than one hour, a full refund shall be given.

If the ticket refund is initiated by the passenger, then the following withholdings are made:

  • If the ticket is refunded more than 2 hours before departure, 5% of the ticket price is refunded;
  • If the ticket is refunded within 2 hours before departure, 15 % of the ticket price is refunded;
  • If the ticket is refunded within 3 hours before departure, 25 % of the ticket price is refunded;
  • No ticket refund is allowed to be made 3 hours after departure of the bus.

The refund amount is calculated based on the carriage rate.

The refund of issued bus tickets of international Carriers shall be in accordance with the Carrier’s rate rules.

The service fees and other fees for issuance of the bus tickets shall not be refunded in case of the bus tickets refund.

The full rules and procedure for refund of bus tickets are given in Annex No. 5 of the Offer.

To refund an unused ticket, the user needs to contact the carrier.

1. Changes to the multimodal route shall be made in the personal account on https://aeroflot.tripandfly.ru/

2. To send a request for changes, one needs to do the following:

  • in the personal account, select an order, which needs to be changed;
  • specify the type of change – voluntary or involuntary (actions of the carrier/s, death/sickness of the passenger or his family member);
  • specify information on the desired changes;
  • select the passengers and the segments, which need to be changed;
  • If additional or related services were issued for the segments of the route, which are subject to a change, specify what needs to be done with such additional or related services – whether they need to be canceled or carried over with the segment;
  • send a request for changes.

3. After processing the request, information on ability to make changes and the amount of additional payment (if any) shall be sent to the personal account.

4. If the user agrees to the terms and conditions of exchange and the supplemental payment, the User needs to make the supplemental payment within the time specified. Payment may be made by any bankcard.

5. After confirmation of payment for the exchange, the new travel documents, electronic documents and fiscal receipts shall be available in the personal account on Aeroflot.tripandfly.ru and shall be sent to the email address specified upon making initial reservation. Changes to the route and the tickets exchanges/refunds caused thereby shall be in strict compliance with the rules of the Carriers per procedures for each type of transport. The full rules and procedure for issuance of multimodal route, exchange and refund of tickets included in the multimodal route are provided in Annex No.7 of the Offer.