Passenger's rights
Dear passengers!
In case of delay or cancellation of the flight due to the fault of the carrier or due to the late arrival of the aircraft, in accordance with the Law of the Republic of Kazakhstan "On the use of the airspace of the Republic of Kazakhstan and aviation activities", you have the right to use the following services:
- use at the airport of departure (if available) a room for mother and child with a child under the age of seven;
- use two phone calls, including 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;
- receive soft drinks while waiting for the departure of the flight for more than two hours;
- get a hot meal while waiting for the flight departure for more than four hours and then:
- every six hours - during the daytime;
- every eight hours – at night;
- accommodation in a hotel provided by the carrier, while waiting for the flight departure for more than eight hours – in the daytime 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.
These services are provided by the Airline at no additional charge.
When the flight status changes, the carrier, as soon as it becomes aware of such a change, informs the passenger via the mobile phone number and e-mail address specified when purchasing the ticket, as well as at the airport about:
- reasons for changing the flight status and new departure time, and (or) a new route;
- a list of services provided by the carrier in connection with a change in the status of a flight if the change occurred due to the fault of the carrier or due to the late arrival of the aircraft in accordance with part one of this paragraph.
In case of a delay or cancellation of a flight due to the fault of the carrier or due to the late arrival of the aircraft for a period of more than five hours, at your choice, the following can be carried out:
- transportation by the next flight to the destination specified in the ticket, with the provision of the above services;
- refund of the full cost of the ticket.
In case of a flight departure delay, you have the right to receive compensation in the form of a fine in the amount of 3% of the fare value (the fare of the flight segment where the delay occurred) for each hour of delay, except in cases where the flight departure delay occurred due to force majeure.
The amount of the fine cannot exceed the cost of the purchased fare (the fare of the flight segment where the delay occurred).
In order to pay you a fine for a delayed flight departure, you need to apply to the Airline with a written application (attached to it with the necessary documents) through the Internet resource or ticket sales points of the Airline.
Also, we inform you that the delay or cancellation of the flight departure caused by adverse weather conditions at the airport of departure, and / or due to the fault of the airport of departure itself, the closure of airports, the waiting for the arrival / departure of lettered flights, is not the fault of the Airline.
Request for compensation in case of flight status change