Main Involuntary return

Involuntary return

Return of an air ticket is deemed involuntary in the following cases:

  • Cancellation or delay of the flight indicated on the ticket;
  • Сhanges by the Airline of the route of transportation (except for adverse weather conditions and force majeure);
  • Performing the flight out of schedule;
  • Failed Passenger’s transportation, due to the inability to provide him/her with a seat on the flight and the date indicated on the ticket;
  • Failed Passenger’s transportation on board the aircraft, because of the Passenger’s delay at the airport due to the long-lasting screening, if during the inspection of baggage or personal screening of the Passenger no substances and items prohibited for transportation were found;
  • Failure to provide the Passenger with the service class specified in the ticket;
  • Return of scheduled aircraft to the airport of departure;
  • Sudden disease of the passenger or a member of his family or close relative following with him together on board the aircraft (spouses, parents, children (including adopted), close relatives – grandfathers, grandmothers and grandchildren, full- and half-blood brothers and sisters) as per the transportation documents, which is confirmed by medical documents, or in connection with the death of a family member or close relative (which is confirmed by supporting documents together with sending a notification to the carrier before the passenger check-in time for the flight indicated in the ticket expires).
    Involuntary refund due to medical reasons.

    In case of a involuntary refusal due to medical reasons, the document, confirming the passenger's involuntary refusal to be transported, is one of the following submitted medical documents:

  • original certificate issued by a medical institution;
  • original certificate issued by the airport first-aid post (airport signal list);
  • copy of the work incapacity certificate;
  • original extract from the medical record;
  • original hospital discharge report;
  • original extract from the ambulance call log.

Requirements for the execution of medical documents.

    For the original certificate issued by a medical institution:
  • The presence of a seal with a readable imprint of the company details of the institution (seal “for certificates”);
  • The presence of a seal of the institution that issued the medical document, the imprint of which must contain the full name of the medical organization;
  • Clearly readable name and title of the person who issued the document;
  • Signature of the person who issued the document;
  • The signature of the head of the department or the chief physician of the institution that issued this medical document;
  • The presence of the date of issue of the medical document;
  • Compliance of the dates of the disease indicated in the medical document with the dates of transportation. In case of non-compliance, the conclusion should state “flight on the indicated dates is not recommended.”
  • The presence of a diagnosis in the document, which may contain the name of the disease / injury or is designated as a disease (the latter is desirable, but not necessary). For a sick leave certificate, an indication of the disease is not required.
  • The presence in the document of the personal seal of the doctor (attending or chief physician).
    For the original certificate issued by the airport first-aid post:
  • The presence in the medical document of the name of the health center which issued the document;
  • The presence of the stamp of the health center;
  • Clearly readable name and title of the person who issued the document;
  • Signature of the person who issued the document;
  • The presence of the date of issue of the medical document;
  • Correspondence of the date of the disease indicated in the medical document to the date of transportation.
    Copies of work incapacity certificate (accepted in one of the options):
  • A notarized copy;
  • A copy certified by the signature of the authorized official and the seal of the organization assigned to work or study address of the passenger.
  • Notarized translation must be attached to medical documents issued outside the territory of the Russian Federation.

What to do in case of a involuntary refusal from transportation?

  • In the event of a passenger’s involuntary refusal from transportation due to reasons beyond the control of the passenger, the carrier puts a mark in the carriage document or issues a document to the passenger confirming the circumstances that led to the involuntary refusal from transportation (clause 228 of the Federal Aviation Regulations). Do not forget to obtain such a mark or document at the airport of departure. In the absence of the supporting documents, a involuntary refusal cannot be made.
  • Important! Refusal from transportation due to failure to pass through passport control, or if items prohibited for transportation on aircraft were revealed during the screening, cannot be classified as a involuntary refusal.

More information about the procedures for returning or exchanging airline tickets is available at our managers. Call: +7 495 478-49-44.

Please send a letter and a filled application form for the provision of necessary services to e-mail: bilet@pegasfly.com