Flight cancellations: how to get a refund for your ticket

      Ticket refund conditions

      Before buying an airline ticket it is important to study the refund rules:

      Economy fares are often non-refundable or carry a high penalty for refunds

      Flexible fares usually allow refunds with smaller losses

      If you cancel a flight without a valid reason, the airline may withhold part of the amount

      When you can demand a full refund

      Full compensation is paid in the following cases:

      Flight cancellation or delay of more than 2 hours

      Passenger illness or death of a close relative (documents required)

      Visa denial (stamp in the passport required)

      Missing a connecting flight due to the airline’s fault

      Passenger rights for flight cancellations and delays: a complete guide to compensation

      In recent months the number of flight cancellations and delays in Russia has increased. We explain what compensation and services passengers can expect when flights are disrupted, and how to properly defend your rights.

      Main passenger rights

      When a flight is canceled or delayed, airlines are required to provide passengers with a package of services in accordance with Russian law.

      Your main rights include:

      The right to a full refund of the ticket if you refuse to fly

      Free assistance depending on the length of the delay

      Compensation for losses (with documentary proof)

      Alternative transportation on a later flight or with another airline

      Special conditions for passengers with children, disabled people and the elderly

      Services during delays: what is provided

      Depending on the length of the delay, the airline must provide:

      2–4 hours

      Refreshments

      2 phone calls or email messages

      Access to Wi‑Fi

      Baggage storage

      4–8 hours

      Hot meals (every 6 hours during the day / every 8 hours at night)

      Mother-and-child room

      Medical assistance if needed

      More than 8 hours:

      Accommodation in a 3-star hotel or higher

      Airport–hotel–airport transfer

      Babysitting services for passengers with children

      Organization of excursions if the delay exceeds 24 hours

      Compensation amounts

      In case of flight delay a passenger may be entitled to:

      25% of the minimum wage (MROT) for each hour of delay for flights up to 1,500 km (max. 50% of the ticket price)

      50% of the minimum wage (MROT) for each hour for flights 1,500–6,000 km (max. 100% of the ticket price)

      €600 for international flights over 6,000 km

      How to get a refund for a ticket

      Obtain official confirmation of the flight cancellation (a stamp at the airport or a certificate)

      Send a written claim to the airline

      If refused — contact Rospotrebnadzor or go to court

      For tickets purchased through intermediaries (Aviasales, Tutu, etc.):

      Fill out the refund form on the service’s website

      Attach all necessary documents

      Refund period — up to 90 days

      A real case from Udmurtia

      As it turned out, getting a refund for a ticket is not always easy even when there are valid reasons and the carrier is notified in advance. One resident of Izhevsk, Vasily E. (name changed at the source’s request), has been unable to get money back for tickets paid to the company “Izhavia” since May, reports the portal Udm-info.

      He and his wife planned to spend their vacation at Lake Baikal; he bought the tickets in spring and the flight to Irkutsk was scheduled for June 18. However, in May it became clear that his wife needed urgent surgery with a long recovery period. The trip was canceled, and to get a refund the man is being forced to prepare and submit more and more different documents.

      “The first thing required was to cancel the seat reservations. I did that right away at the end of May when I learned the diagnosis. Then documents were required from the medical institution. First — a confirmation with three stamps from the chief physician, stating that on that date the passenger could not fly for health reasons. I sent that original certificate, plus a copy of the marriage certificate,” the traveler told Udm-info.

      Within the allotted period, which is 30 days, he received a reply: a statement from the second participant in the trip was missing. They also requested a second medical certificate or a closed sick‑leave certificate, which did not exist because his wife is undergoing long-term treatment, or another confirmation from the chief physician with a diagnosis that was not included in the first certificate. After that, the passengers have to wait another 30 days for an answer.

      The man says he was advised to send a letter and scans of the missing documents to the airline’s legal department to speed up the process. Meanwhile, it turned out that the airline had him listed as a no-show. So not only did the couple not see Lake Baikal, their troubles getting the ticket refund are still ongoing.

      Tips for passengers

      Always keep electronic tickets and receipts

      Demand written confirmations of all airline decisions

      Photograph information boards at the airport

      Do not be afraid to contact regulatory authorities

      When buying tickets through intermediaries, check their refund policy

      Experts recommend purchasing insurance that covers the risk of flight cancellations. In disputed situations you can seek free advice from a consumer protection society.

      Important: Airlines often cut costs on service, counting on passengers’ lack of knowledge. By knowing your rights and being persistent, you can obtain all due compensation and services.