Important information on ticket refunds

Dear passengers!

Due to force majeure circumstances related to the introduction of the state of Emergency in the Republic of Kazakhstan and global schedule changes, for reasons beyond the control of the airline, we receive a huge number of requests for refunds and rebooking flights.

The state of emergency introduced in the Republic of Kazakhstan, as well as the subsequent ban on entry/exit from the Republic of Kazakhstan and the suspension of air services to the strategically important cities of Nur-Sultan and Almaty, led to the fact that the once largest network of international and domestic routes of the airline was reduced to several home destinations.

Current events are also force majeure for the airline.

Due to the fact that the company is not able to carry out flights to 99% of the existing destinations, at the moment, we do not have sufficient resources for an IMMEDIATE refund. In addition, the number of requests for these issues has now exceeded several thousand, despite the fact that the company has created a powerful headquarters to help passengers. The support center teams are increased several times and work around the clock, providing support for phone lines, social networks and emails.

Due to all the circumstances, the company is forced to postpone all payments for refunds, until the situation stabilizes and the schedule is restored.

At the moment, to speed up the refund process for passengers, the company has requested financial support from the state authorities of the Republic of Kazakhstan.

RIGHT NOW WE ARE READY TO OFFER YOU THE FOLLOWING OPTIONS:

1. You can submit a request for a refund. You must attach a copy of your itinerary receipt (ticket) and a copy of your travel document to your application. Each set of documents will be taken into account and taken into account by the responsible Department. The airline will be ready to start paying refunds after the resumption of air services in the Republic of Kazakhstan and abroad, and if possible, earlier.

To accept requests for a refund, a personal email address is available: VOZVRAT@SCAT.KZ

2. You can make a FREE rebooking of flights on any date convenient for you (on the dates after the end of the state of emergency in the Republic of Kazakhstan).

Today we are faced with a serious threat that forces the country's leadership to take extreme measures to ensure the safety of the citizens of Kazakhstan. We ask you to be patient, the airline is always on your side.

The number of the customer support Center: 8 7252 99 88 80

Address for submitting a refund request: VOZVRAT@SCAT.KZ

For other questions: SCAT@SCAT.KZ