The airline does not consider requests for involuntary refunds due to illness if the passenger has not canceled their seats from the flight before check-in closes.

If you are certain you cannot fly — be sure to inform us when creating a refund request or in correspondence with our specialists via chat or email.

For the airline to consider your refund request, a passenger's medical document will be required. It can be attached when creating the application or sent to us later.

The document must include: 

• name and details of the medical institution;

• seal of the medical institution;

• doctor's position and surname;

• doctor's signature and seal;

• signature and seal of the head of department or chief physician;

• date of issue of the document;

• diagnosis;

• dates of illness coinciding with the flight dates.

If the dates of illness do not coincide with the flight dates — the document must contain a note stating that travel on the specified dates is not recommended.

The airline accepts documents in Russian and English. If the document is issued in another language, a notarized translation will be required. 

Please ensure that all seals and signatures are clearly visible and the text is easily readable. Documents must be provided in color and good quality, without extraneous objects in the frame. 

If a refund is also being processed for passengers traveling on the same flight as the sick person, a document confirming kinship will be required. For example, a marriage certificate, birth certificate, or other document confirming family ties.

How to submit a request 

To create a request for an involuntary refund due to illness, open your order in your personal account → click "Return Ticket" in the app or "Process Refund" on the website → select the desired flight and the reason "Involuntary Refund". 

When creating a request, you can remove yourself from the flight — if you are absolutely sure you will not fly. Please note: once seats are canceled, they cannot be restored, and the ticket will become invalid. 

If you already have the medical documents, attach them to the request. 

After submitting the application, an automatic email will be sent to you — please read it carefully.  All responses and updates regarding the request will come to this same correspondence — nothing will be lost.