Questions and answers

The following documents are used to identify a passenger:

• Russian Federation citizen's passport;

• Russian Federation international passport;

• diplomatic passport, service passport;

• national passport of a foreign citizen;

• Russian residence permit for stateless persons;

• birth certificate for citizens of the Russian Federation under 14 years of age;

• seaman's passport (seaman's identity document) for travel on duty;

• temporary identity card of a citizen of the Russian Federation;

• certificate of entry (return) to the country of which the passenger is a citizen;

• identity card of a military serviceman - officer corps of the armed forces of the Russian Federation;

• military ID of military personnel of the Russian Federation serving by conscription or under contract, with a mark on completion of service;

• travel document for stateless persons and refugees (temporary residence permit, residence permit, document issued by a foreign country in accordance with an international treaty of the Russian Federation as an identity document of a stateless person, refugee certificate or certificate of consideration of an application for recognition as a refugee in the territory of the Russian Federation on the merits, certificate of granting temporary asylum in the territory of the Russian Federation);

• travel document (international pass) of the UN;

• certificate of a deputy of the State Duma and the Federation Council of the Federal Assembly of the Russian Federation (for domestic transportation);

• certificate of release from places of imprisonment for persons released from places of imprisonment;

• certificate issued to a convicted person who has received permission for long-term or short-term travel outside the places of imprisonment.

We draw your attention to the changes in legislation concerning entry into and exit from the Russian Federation: https://www.aero.alrosa.ru/airline/news/izmeneniya-v-zakonodatelstve-kasayushchiesya-vezda-v-rf-i-vyezda-iz-rf/

When booking an air ticket using a Russian, international or national passport, you must provide the details exactly as they appear in the document that will be presented to the passport and customs control officer at the departure airport. When booking an air ticket on the website (or in the mobile application) of ALROSA Airlines, the details must be entered in Cyrillic (Russian letters). In the "Name Patronymic" field, both the Name and Patronymic are entered. The Patronymic is not indicated only if it is not present in the passenger's passport.

The child's birth certificate data must be entered as follows: Roman symbols are entered in capital Latin letters, followed by capital Cyrillic letters and numbers without spaces or dashes. For example, IVПФ123456.

As a result of purchasing on the website, you receive an electronic ticket. An electronic air ticket is a modern airline ticket that has replaced the paper form. An electronic ticket, just like a regular ticket, is a document certifying an air carriage agreement between a passenger and an airline.

The process of booking an air ticket itself has not changed, but if previously all the information about the flight was displayed on a paper form, now it is stored in the airline's electronic ticket database. An electronic ticket can be purchased both via the Internet and at sales offices.

The itinerary receipt serves as confirmation of the purchase of an electronic ticket. When purchasing a ticket via the Internet, the passenger receives an electronic itinerary receipt to their e-mail address. In the case of purchasing an electronic ticket at a sales office, the cashier is obliged to issue the passenger a printed itinerary receipt. The itinerary receipt indicates all the flight details: route, flight number, departure date and time, passenger information.

An electronic ticket has a number of advantages:

You can buy an electronic ticket online via the Internet, instantly paying for it with a bank card. In this case, the passenger can independently select a suitable flight, compare tariffs of different airlines, and familiarize themselves with the terms of their application.

You can buy an electronic ticket for your friends or relatives, being in any locality with Internet access and simply tell them which flight they need to get to the airport for check-in.

In case of loss or damage of a paper ticket, you must obtain a duplicate. An electronic ticket cannot be lost, stolen, or forgotten: it is stored in the airline's database as an electronic record.

No, not all. Due to the fact that the flight of some categories of passengers requires special booking procedures and mandatory agreement on the terms of carriage with the airline, it is not possible to issue tickets online for:

• Unaccompanied child (this is a passenger under 12 years old or from 12 to 16 years old who flies without an adult, under the responsibility of airline employees).

• Certain categories of passengers purchasing an air ticket at subsidized rates. Detailed information is published in a special section of the website Subsidized transportation.

• Book an air ticket for a child from 0 to 12 years old (not inclusive) separately from an adult.

• Certain categories of passengers, for example, free tickets for WWII veterans (during the "9 MAY" campaign) and their accompanying persons.

You can purchase a ticket for passengers of these categories at ticket offices of accredited agencies/representative offices of ALROSA Airlines, where an agent for issuing air tickets will clarify all the necessary details and make a request about the possibility of such a flight.

Unfortunately, it is not possible to purchase an air ticket for an unaccompanied child (children) through the airline's website.

You can purchase a ticket for passengers of these categories at the ticket offices of accredited agencies/representative offices of ALROSA Airlines in your city. Detailed information on the transportation of unaccompanied children is published in a special section of the website Unaccompanied child.

To issue a ticket for a child under 12 years of age, you must contact the airline ticket office of your city. The airline ticket office employee will make a separate reservation for the child, where he will indicate the reservation/ticket number of the adult or his accompanying person as a remark. Unfortunately, it is not possible to make such a reservation via the website.

To purchase a ticket for a child aged 12 years or older, you can make a reservation on the official website of ALROSA Airlines.

Permission to accompany a child:

• for flights within the Russian Federation, permission is not required,

• For international flights, a notarized consent must be issued by the parents (if the child is flying accompanied by an adult relative) or the second parent (if the child is flying with one of the parents).

An electronic record of an electronic ticket (flight information) is transmitted by the airline to the airport of departure of the flight. As a rule, this happens one day before the scheduled departure of the flight. When the passenger arrives at the airport, the latter has all the information in full. Therefore, when checking in at the airport, the passenger only needs to present the identity document specified during the booking, and the registrar (an employee at the check-in counter) will find your data in the list of passengers for the flight. It is not necessary to have the itinerary receipt of the electronic ticket with you when checking in for the flight. However, sometimes it is useful to take the itinerary receipt with you: it contains all the information about your flight.

Yes, purchasing a ticket for a child under 2 years of age without providing a seat, i.e. a free ticket, is mandatory.

The airline assumes responsibility for the transportation of unaccompanied children aged 6 to 12 years (not inclusive) and/or aged 12 to 16 years only on direct flights to the first point of boarding. Unaccompanied children under 6 years of age are not accepted for transportation. Children aged 12 and over within the Russian Federation may fly independently. Unaccompanied children are transported in economy class without applying child discounts, that is, at the full fare. When issuing an air ticket for an unaccompanied child, a request is sent to the airline, specialists check all the details and give permission (refusal) for transportation. Only after this procedure can the ticket be issued. The escort must remain with the unaccompanied child until boarding at the airport, then until the actual departure of the aircraft, the Airline representative accepts the child from the escort, signs the Application and bears personal responsibility for the child until handing him/her over to the responsible flight attendant. The child is under the close supervision of the flight attendant throughout the flight. Upon arrival at the destination airport, the child is picked up by the airline representative, signs the documents and also bears full responsibility for him/her until handing over to the person meeting him/her. Only after checking the original documents of the person meeting the representative has the right to hand over the child.

Registration of subsidized transportation under the Far East Program for residents of the Far Eastern Federal District and under the Program for preferential categories of citizens by age (all passengers under 23, women over 55, men over 60) is available online on the ALROSA airline website, at the airline's ticket offices or accredited agencies in your city. Registration on the website for other categories of passengers is not provided due to the need to verify documents confirming the right to benefits. Detailed information is published in a special section of the website Subsidized transportation.

You may need an itinerary receipt in the following cases:

- at the departure airport to representatives of the security service;

- upon arrival in another country as confirmation of the return flight to the migration services;

- for a report on the business trip to the accounting department of the enterprise.

Documents certifying the identity of the passenger for air travel:

- General civil passport;

- General civil foreign passport;

- Diplomatic passport;

- Service passport;

- Seaman's passport (identity document);

- Birth certificate for persons under 14 years of age;

- Certificate of a deputy of the Federation Council or deputy of the State Duma of the Federal Assembly;

- Identity card of a serviceman of the Russian Federation (officers, warrant officers, midshipmen);

- Military ID for soldiers, sailors, sergeants and petty officers, in military service by conscription/contract;

- Certificate of release from prison - for persons released from prison;

- Identity card issued to a convicted person who has received permission for long-term or short-term travel outside the prison;

- Temporary identity card issued to a citizen of the Russian Federation by the Internal Affairs Directorate in the event of loss/replacement of a passport;

- National passport;

- Residence permit.

The passenger is responsible for the proper execution of documents and compliance with all laws, regulations, rules and orders of government agencies of the country from or to (through) whose territory the transportation is carried out, related to the performance of passport, customs, currency, sanitary, quarantine and other formalities.

The airline has the right to refuse to allow a passenger with improperly executed documents to fly.

Please note changes in legislation regarding entry into and exit from the Russian Federation: https://www.aero.alrosa.ru/news/izmeneniya-v-zako nodatelstve-kasayushhiesya-vezda-v-rf-i-vyezda-iz-rf

To report on a business trip to the accounting department, you must provide the itinerary receipt of the electronic ticket and the boarding pass. If the boarding pass is lost, you must contact the airline for a certificate confirming the flight.

You can find out how to get a certificate on our website in the section: Flight certificates

When purchasing a ticket, local time is always indicated: departure time is local time at the departure point, and arrival time is local time at the arrival point.

Payment by bank cards is made by redirecting the client to the website of the electronic payment system of International Processing Systems LLC. In the system, data transfer security is ensured by using the SecureSocketsLayer (SSL) protocol. Further transfer of information is carried out via closed banking networks that have the highest level of protection and have passed the PCI DSS audit. Collection and processing of the received confidential client data (card details, registration data, etc.) is carried out in a processing center that has a PCI DSS certificate.

You can pay for your order with Maestro, Visa, MasterCard, MIR cards. Please note that many bank cards of both Russian and foreign banks do not support the 3D-Secure protection system. In order to avoid fraud, the payment system on our website requires the connection of this protection system. To solve this problem, you can contact your bank, many banks connect this protection system at the request of the client, or use a card from another bank where this protection system is already connected. At the moment, payment for an order with bank cards issued by some foreign banks is not available.

There may be several reasons:

• Your payment card does not have enough funds or a credit limit to pay for the ticket;

• If there are sufficient funds on your card, then it may not be able to make online transactions (check with the bank where you issued the card for information about such access);

• You accidentally entered incorrect data (error in the card number and/or security code CVC/CVV verification code and/or incorrectly entered verification code from SMS/push notification from the bank)

• Your card was issued by a bank outside the Russian Federation. At the moment, payment for an order with bank cards issued by some foreign banks is not available.

You can pay for an air ticket on the website by card in any currency, but payment for tickets is accepted only in rubles. The purchase price will be converted into rubles at the rate of the issuing bank. Please contact the bank that issued your card for detailed information.

You can check the fare (booking class) on the ALROSA Airlines website via MY BOOKINGS;

— enter the ticket number and passenger's last name

— open the itinerary receipt.

The line "Class" or "KL" will show the letter assigned to your fare.

For more detailed conditions on fares, baggage and hand luggage allowances, please see here.

On the website www.aero.alrosa.ru it is possible to check the booking only if you created the booking on the official website of the Airline. To check your booking, made not on the official website of the carrier, you can go to the website of the original purchase of the ticket.

You can print out the itinerary receipt of the electronic ticket from the purchase confirmation email - you received this email from us after paying for the ticket. Even if you accidentally deleted the email with the itinerary receipt, you can get it again by calling the Airline's contact center 8 800 500 50 95, or in the MY BOOKINGS section. Please note that an itinerary receipt is not required to check in for a flight, the main thing is to have an identity document for which the ticket was issued.

To obtain a certificate, a passenger must fill out a special online application form and pay the receipt. This is a paid service. The cost of one certificate is 500 rubles (the standard term for preparing a certificate is 15 working days). The cost of urgent (5 working days) provision of one certificate is 1000 rubles.

The original flight certificate can be obtained at the airline's sales office or you can request that the original document be sent by mail to your address.

The flight certificate can only be issued to the person who made the flight, or to the person whose minor child made the flight.

More detailed information about the service can be obtained at link.