Air Astana’s cancellation policy allows passengers to cancel flights under specific conditions, with fees and refunds varying based on fare type, timing, and circumstances. Below is a concise overview based on available information:
24-Hour Risk-Free Cancellation: You can cancel any flight within 24 hours of booking for a full refund, provided the flight departs at least 7 days later (168 hours). This applies to all fare types and classes (Economy, Business) and is particularly emphasized for flights to/from the United States and Canada. No cancellation fees are charged, and refunds are credited to the original payment method within 15–20 business days.
Cancellations After 24 Hours:
- Non-Refundable Fares (e.g., Economy Saver, Business Promotion Domestic): These are generally non-refundable, and cancellations after the 24-hour window result in the forfeiture of the booking value, though unused airport taxes may be refunded. A cancellation fee of 20% of the booking value may apply if canceled beyond 24 hours.
- Refundable/Flexible Fares: These can be canceled up to 2 hours before departure with a full or partial refund, depending on fare rules. Cancellation fees range from USD 100 to USD 500, based on factors like route, class, and timing.
- If canceled within 24 hours of departure, fees may increase to USD 100–500 per person.
- Refunds or travel credits (valid for 365 days) may be issued in exceptional cases, but credits are non-transferable and must be used in the order issued. No refund is provided if the new fare is lower than the credit value.
Airline-Initiated Cancellations: If Air Astana cancels your flight (e.g., due to technical issues or schedule changes), they must offer a full refund or rebook you on the next available flight at no cost. If notified less than 14 days before departure and the cancellation is within their control, you may be eligible for compensation up to €600 under EU/UK Regulation EC 261/2004 for flights departing from EU/UK airports. Compensation does not apply for extraordinary circumstances (e.g., bad weather, air traffic control strikes).
Special Circumstances:
- Medical Emergencies or Death: A full refund is available without fees if cancellation is due to serious illness, injury, or death of a passenger or immediate family member, provided official documentation (e.g., medical certificate) is submitted.
- COVID-19 or Denied Boarding: If denied boarding due to a positive COVID-19 test (e.g., antigen test at the airport) or overbooking, a full refund is provided. For cancellations due to COVID-19 restrictions, passengers are entitled to a refund, and vouchers should be declined in favor of cash refunds.
- Lost Baggage or Other Issues: Refunds may be claimed for cancellations caused by significant disruptions like lost baggage, with supporting documents.
How to Cancel:
- Phone: Call customer service at +1-877-240-6770. Provide booking details for assistance.
- In-Person: Visit an Air Astana ticket counter or kiosk at the airport with your reservation details.
- Travel Agents: If booked through a third party (e.g., Expedia), contact the agent directly, as additional fees may apply. Refunds for non-website bookings must be processed at the point of purchase.
Refunds:
- Refunds are processed according to fare rules and take 5–7 days for internet banking/credit card payments, or same-day for payments via QIWI, Касса 24, or Sberbank.
- Non-refundable ticket cancellations only refund taxes, and a cancellation fee may apply.
- Full refunds are available for airline-initiated cancellations, involuntary circumstances, or within the 24-hour window.
- Tickets must be canceled before check-in to avoid additional fees.
Additional Notes:
- Always review fare terms on Air Astana’s website before booking, as fees vary by fare type, route, and class.
- EU/UK EC 261/2004 applies only to flights departing from EU/UK airports, not for arrivals from non-EU countries like Kazakhstan.
- Some Trustpilot reviews report issues with refunds and unprofessional cancellations (e.g., flights canceled to fill planes), suggesting persistence or third-party services like AirAdvisor for claims.
- Car or hotel bookings linked to flights must be canceled separately.
- Air Astana does not offer fully free cancellations outside the 24-hour window, unlike some airlines (e.g., United, American).
