Ticket refund
Step-by-step instruction
Voluntary ticket refund
Voluntary - means that there is no good reason for the refund, such as illness or death of relatives.
Important note
You can refund a ticket on the airline's website only if it was purchased on the airline's website. Otherwise, you need to contact the agency where you bought the ticket.
The automated ticket refund functionality allows to process a ticket refund automatically. During a ticket refund process a refund amount will be calculated in accordance with fare rules. Refund amounts for an unused carriage purchased with a bank card via the website are at all times refunded to the account of that card used for paying for the ticket. In case of complicated ticket refund situations, refunds may only be processed by contacting the online sales office, with the applications being emailed to websales@scat.kz .The system will automatically establish the level of complexity.
Involuntary ticket refund
If it is impossible to fly for health reasons, you must send us a request for a full fare base refund or free rebooking at invol@scat.kz
Required documents for involuntary ticket refund
- Sick leave, an extract from the medical history or a certificate on the letterhead of a medical institution, or a sample approved by the Ministry of Health of the Republic of Kazakhstan
- Documents must be signed collectively, by doctors and the head, certified by the seal of the institution and the personal seals of doctors.
- Correspondence of the dates of illness indicated in the medical document with the dates of transportation (i.e. if the dates do not match, the doctor must indicate the period of treatment / rehabilitation, or a new
document is provided).
In addition, the medical document must meet the following requirements
- The presence in the medical document of a clear and readable name of the institution that issued this document
- Availability of details of this institution, telephone number of a medical institution
- The presence of a round seal of the institution that issued the medical document
- Clearly readable position and surname of the person who issued the document
- Availability of the date of issue of the medical document
Warning
YR tax would be refundable, if passenger has notified the carrier of the cancellation of the flight no later than 24 hours before the end of the check-in time for the flight specified in the ticket
How to refund a ticket
Start a refund
Open your booking and click Refund in the top right corner
Passenger choice
Select the passengers who need to return the ticket and click the "Continue" button
Refund type
Select refund type:
- voluntary (flight cancellation due to travel plans changing)
- involuntary (cancellation / rescheduling of the flight)
Refund request
Fill in the contact details to track the status of the refund and confirm your agreement with the fare rules, then click the "Continue" button .
Completion
A corresponding notification with the order parameters and the amount to be refunded will be sent to the specified e-mail address of the contact person for the order. the refund amount will be credited to your card within 5-10 business days (depending on the bank that issued the card).
Any issues
If for some reason it was not possible to make a refund, then contact us and our customer support service will definitely help you!
Help
If you are traveling without baggage and have both printed boarding pass copies, you can go to departure hall no later than 30 minutes (no later than 60 minutes for international flights) before the scheduled flight departure. If you have baggage or do not have printed boarding passes, you need to go at the check-in desk no later than 40 minutes before departureno later than 60 minutes for international flights and get a boarding pass and a baggage tag.
You can print your boarding pass at check-in desk no later than 40 minutes before the flight departure.
You need to do the check-in process again, select a new seat, and print new boarding pass.
The passenger must personally check-in online. During online check-in, the passenger must personally familiarize with the list of prohibited items and the rules of check-in proccess.