What changes can I make in my booking without penalties?
You may change in your booking: date of birth, type and number of identification document, date of expiry of identification document. Those changes can be made not later than 24 hours prior to the flight. To make changes, you have to submit a request in a free form to e-mail email@example.com. Your e-mail should contain ticket number and be attached with document, which data need to be added.
Your request will be processed within hour. This service is for free.
What if there was a mistake in my name and surname when purchasing the ticket?
No one mistake is allowed in the ticket. If there was a mistake, You should exchange the ticket.
How to change date and departure time of the flight?
Voluntary change date and time of departure is permitted in accordance with the rules of transportation, unless otherwise stipulated by special terms and conditions of the Fare applied for your initial flight of carriage. These terms shall be applied to fares for scheduled «Rusline» flights. Note, some Fares have restrictions for changes after departure of the initial flight.
Click "Terms and Fares" to be familiarized with Fare terms.
May I reissue my ticket to another person?
A ticket may not be reissued to another person. Changing all the passenger’s data requires issuing of a new ticket.
May I change the destination in my ticket?
Voluntary change of destination in your ticket is permitted in accordance with the rules of transportation, unless otherwise stipulated by special terms and conditions of the Fare applied for your flight.
How to make changes in my ticket in case of the flight is delayed or canceled?
In case of the flight is delayed or canceled or in case of any changes in the flight schedule the specialist of Call-centre will inform a passenger and offer to transport a passenger at the point of destination on other Carrier’s flights.
You may contact representative at the airport or Call-centre by phone: 8-800-5555-800 (for international calls +7 (495) 933-23-33).
Also, you may contact sales office where your ticket was issued.
I purchased a ticket at a fare where the rules do not allow for the refund of the carriage charge. What should I do?
If you purchased a ticket at a fare where the rules do not allow for the refund of the carriage charge, the cost of the non-refundable fare shall be withheld, unless otherwise stipulated by special terms and conditions of the Fare applied for your flight. We remind you that many Fares allow for the refund of the carriage charge.
Specify this information when purchasing ticket or in Call-centre by phone: 8-800-5555-800 (for international calls +7 (495) 933-23-33).
How can I refund my ticket in case of the flight is delayed or canceled?
In case of cancellation/delay of Rusline's own flights involuntary full\part refund is allowed in accordance with your Fare terms with no fees and penalties at the place of purchase. If you got advance warning about departure time change you have to state your disagreement and cancel your booking to be guaranteed with refund. To state your disagreement and cancel your booking contact Call-centre by phone: 8-800-5555-800 (for international calls +7 (495) 933-23-33).
I missed the flight due to my illness. Can I get a refund?
An involuntary cancellation shall be recognized the cancellation in case of illness of passenger and be provided that the carrier is notified prior to the termination of the time for check-in of passengers for the flight specified in the ticket. Acceptable as a confirmation are the sick-lists, summaries from medical institution (Hospital). In addition, the dates of treatment/hospitalization specified in the certificates must include date of departure under the first unused segment. If passenger has been discharged already by the date of departure but flying is still contraindicated for medical reasons, then an additional certificate from attending physician is required to the effect that in the period specified air flights are contraindicated. Refund is allowed at the place of purchase. Inform Carrier and cancel your booking prior to the flight to be guaranteed with refund.