FAQ

1. Is it possible pay for a ticket using a card issued not in the CIS states?

   Payment using cards issued in USA, Canada, Great Britain, New Zealand, Brazil, Turkey and Europe states is possible provided 3D secure code is available within the card. To set a 3D secure code please make contact with the bank issued the card. 

2. Should I take an itinerary receipt to the airport?

   Theoretically it is not obligatory to take an itinerary receipt to the airport, as all your flight data has been already entered into the air company electronic database. Practically we recommend you to take a printed copy of your itinerary receipt, as it may be required by the representatives of the security service in the airport. When flying to another state the itinerary receipt may be required for the migration services as a proof of your return departure.

    

3. Where can I have a look at the cheapest flight options?

   When searching the minimum rates will be indicated first in the offered list.

    

4. What is CVC (CVV), and where can I find it when paying for the flight via plastic card?

   CVC (CVV) is an abbreviation from Card Verification Value (Card Validation Code). This is a number printed on the card, the input of which certifies that the payer physically owns the card. The introduction of CVC (CVV) was required to decrease the risks for the clients. The cards of the most popular payment systems have CVС indicated on the strip for the client’s signature, which consists of 3 digits. Either a full card number or the last 4 digits of the card number may follow the CVС.

5. Can pregnant women fly?

   Pregnant women shall be allowed on board by the airlines provided that the gestational age is no more than 34 weeks with a single pregnancy, and no more than 32 weeks with a multiple pregnancy, and also provided that the woman’s health status is satisfactory, which shall be certified by a medical record issued by a medical organization specifying the gestational age and health status. This medical record shall be provided to the airlines when the gestational age exceeds 22 weeks calculated as per the expected delivery date.

6. I lost my ticket. Can I recover it? Where should I apply?

   Please send your request to  websales@scat.kz.

7. Can I have my e-ticket changed for a paper one?

   Unfortunately, this is not possible.

8. What should I do, if there are some problems with payment via bank card?

   Payment of the order via bank card may not succeed due to the following reasons:

   • the amount of money on your bank card is not sufficient;

   • the type of your bank card does not support payments through Internet;

   • the card data are specified incorrectly (card number or expiry date, or CVV/CVS codes).

   Also payment cannot be made due to the limitation of your daily payment amount set by your bank. In order to solve these issues you may contact the specialists of your bank.

    

9. What should I do, if after payment I have not received an itinerary receipt?

   Please, contact the airline customer support center by phone +7 (7252) 99-88-80. Indicate your order number and your e-mail to our operator. We will resend you the itinerary receipt as soon as possible.

    

10. What should I do, if I failed to pay for the Order within the time indicated while booking it?

    The time, within which you are able to pay for the tickets, is indicated in your order. If you failed to make payment on time, after expiration of this time limit your booking would be cancelled automatically by the system and would not be subject to restoration. In this case you will need to make a new order.

11. What do I need to register in the airport if I have an e-ticket?

    You should have a document of identity (passport or other document of identity, passport is mandatory for international flights), and the e-ticket print-out.

12. When I pay for the ticket the system returns a “Payment Transaction Error” message. What does it stand for?

    Probably, the system had problems processing the payment from your bank card. Please, apply to the cardholder’s bank.

13. How can I refund a ticket?

    1. Click on “Check Reservation” on the home page of the website.

    2. In the respective fields indicate the order number and last name of the passenger, whose ticket needs to be refunded, then click “Find Order”.

    3. In the order details click “Refund the Tickets”.

    4. Tick the passengers on the list whose tickets will be refunded, then click “Next”. This will bring up the window to select passengers whose tickets are going to be refunded

    5. Upon selecting the passenger, the refund confirmation window will be displayed

    Make sure to read and understand the flight ticket refund terms and conditions, and in the absence of any objections, tick “I agree with the flight ticket refund terms and conditions”. Click on “Confirm flight ticket refund”.

    Money will be credited to your card within 5-10 business days (depends on bank issuing your card).

14. How can I print out the itinerary receipt?

    After you paid for the ticket through the website, click the “Return” button, then click “Itinerary Receipt in pdf” and print it out.

15. Can I use VISA Electron to pay for online booking?

    Please contact your bank before you try to make the payment.

16. Can I use WebMoney to pay for the ticket booked through your Airline’s website?

    Unfortunately, we do not accept WebMoney payments for tickets.

17. How can I recover my boarding pass that I need for reporting purposes?

    You need to send an official request for the restoration of shipping documentation to the email address invol@scat.kz and invol1@scat.kz

18. How can I a document evidencing the cost of the flight?

    The cost of the flight is specified in the itinerary receipt.

19. What is the period for money refund if I decide not to take the flight for which I paid through the website?

    The money less unused airport tax and fine according to the fare application rule will be credited to the bank card that was used for payment within 5-30 banking days from your refund request.

20. How can I exchange the ticket to have a new flight date?

    1. Click on “Check Reservation” on the home page of the website.

    2. In the respective fields indicate the order number and last name of the passenger, whose ticket needs to be exchanged, then click “Find Order”.

    3. In the order details click “Change Date”

    4. In the “Change Date” window tick the parts of the route and last names of the passengers whose tickets are being exchanged. Choose a new date of air carriage in the “Date” column

    5. Click “Next”. This will bring up the window with new flight options to choose from

    6. Choose the required flight option and click “Next”. This will bring up an exchange confirmation window with the ticket exchange parameters, detailing the cost of the new ticket and a separate line indicating the extra fare payable for the new ticket.

    7. Make sure to read and understand the tariff application terms and conditions, and in the absence of any objections, tick “I hereby confirm that my carriage is subject to the standard terms and conditions and agree with the tariff application terms and conditions”.

    8. Click “Next”. This will bring up a card payment window

    9. Enter the CVC/CVC2 code and click Pay.

21. How can I get the itinerary receipt in the Russian language?

    Any itinerary receipt is provided in three languages (Kazakh, Russian and English).

22. What should I do if I see a “Session Time Out” message on my screen?

    Begin booking process anew for if you see this window it means that there has been no activity for a long time.

23. What should I do if the passport which I registered to buy the ticket has expired?

    It is important to be sure that your passport will be valid during your entire trip. Some countries require that your passport should be valid for a certain period of time (usually 6 months). Before you take a trip please check all the passport requirements with the embassy of the country you are planning to visit. Should you have a new passport by the time you take a flight, add a note to your booking form specifying the correct spelling of your first/last name and passport number by applying to “SCAT” Airlines office with your ticket and passport or to the agency where you bought the ticket. Also, consider refunding the ticket and buying a new one.

24. What should I do if incorrect first or last name is specified in the ticket that has been paid for?

    If finding out a mistake in spelling of the passenger’s name and/or surname in a ticket formalized on the Airlines’ website www.scat.kz please submit your request to websales@scat.kz attaching the documents verifying correction must be made.

    Applications for correcting data in air tickets formalized on official website of www.scat.kz, are welcome to be accepted daily, 09:00am – 6:00 pm

     

25. Can I pay for international flight through your website, if I have not yet received a visa to the country I am planning to fly to?

    You can buy a ticket, but the airline will not be responsible for visa-related problems.

26. How can I pay for the booked tickets?

    You can pay for the tickets you booked through the website using a bank card.

27. Can I buy tickets for a group of people through your website?

    If you intend to travel in a group on our company’s regular flights, you have to file an application in an optional form, indicating the contact person’s full name, his/her contact phone, number of passengers, flight dates and destinations. The application shall be sent to the following email address: groupdv@scat.kz or faxed to 8 (7252) 99 88 80, in. 279, 267, 289, 295.

28. Do you specify local or Nur-Sultan time in the ticket when I buy it?

    Local time is specified for each point of departure and arrival.

29. How can I pay for the ticket booked through your Airline’s website using Online Banking system?

    In order to pay for the ticket using Online Banking system you have to fill in all the mandatory fields marked with the asterisk: last name, first name, sex, birth date, bank card number, card’s expiration date.

30. How can I pay for the order? Do the prices and processing time depend on the payment method used?

    You can pay for the order through the website using a bank card. The price and processing time do not depend on the payment method.

31. When I book an air ticket online, there is a “Flexible Search” feature in the very first window. What is it for?

    Flexible search is a handy feature that allows you to track the lowest air ticket prices. If you are not tied to any specific date and you can plan your travel a few days earlier or later to the intended date, you can use this feature by ticking “Flexible Search” on the main page, or “Close Date Prices” after your search results appear. The system will offer an air ticket price matrix for the closest dates (+/- 3 days from the date specified), and you will be able to chose the cheapest tickets for other days.

32. Are there any additional fees if I buy a ticket through your website?

    There are no additional fees if you buy a ticket through our website.

33. I can not enter the passport number.

    Please enter the series and number of your passport without spaces or “№.” character.

34. Can I enter the passenger name in Russian?

    The first and last name should only be entered in Latin the same way as it is specified in your passport.

35. How should I correctly specify the last and first name in Latin when I buy a ticket?

    The correct transliteration of your first and last name from the Russian to Kazakh language is available in your passport. We require correct Latin spelling of your first and last name to avoid problems when buying a ticket.

36. What are the advantages of the E-Ticket?

    An e-ticket is an airline ticket in digital form offered instead of a regular paper ticket. In case of the conventional form filling system, the flight information was printed on special paper forms. In e-ticket system this information is stored in digital form in a special airline’s database. All the operations, including route description, passenger data, fare, flight data, exchange, refund and many other actions are tracked and processed in that database.  Using an e-ticket guarantees safety for the ticket can not be lost or stolen because it is stored in the database. E-tickets are already available through the company’s website.

37. How can I receive a confirmation for transportation of sporting equipment (bicycle, skiing and winter sports outfit, etc.) from the airline if I bought the ticket though “SCAT” Airlines website?

    You should register the application in a “SCAT” Airlines office or write a letter to the mail scat@scat.kz for transportation of sports equipment.

38. I am going to travel with my pet. Can I register this kind of transportation through your company’s website?

    We do not register transportation of pets through our website. Please contact our office at your location.

39. Does your airline offer airmail (postal courier) services?

    Our airline offers postal courier services. Please apply to “SCAT” Airlines office, fill in the application form, then pay for the services and obtain information about the delivery time. Also, you will have to meet your post at the airport.

40. How can I book a ticket online?

    Click the tab “Buy Ticket” on the website’s main page and fill in the forms as required. To simplify the ticket purchasing process you can follow our step-by-step guide in tab “Buying Ticket” - “Rules to Buy E-Ticket”.

41. Can I buy a ticket through your website or simply book it without buying?

    You can only buy a ticket through our website. We do not offer booking without payment.

42. What documents do I need to register a ticket?

    Passport or document of identity (passport is mandatory for international flights)

43. Can I register my air ticket to another passenger? Can I change my name in the ticket to another person’s name?

    Unfortunately, this option is not available.

44. May I pay for the Order using the bank card belonging to another person?

    You can you pay for your order by a bank card of another person or orders of third person by your bank card. Nevertheless the use of another person's bank card without the consent of its rightful owner is unlawful.