Nordwind Airlines, a Russian leisure airline, has a cancellation policy shaped by its fare rules and EU Regulation (EC) 261/2004 for flights departing from EU airports. Below is a concise overview based on available information:
24-Hour Cancellation Policy:
- You can cancel any flight booked directly with Nordwind Airlines within 24 hours of purchase for a full refund, provided the departure date is at least 7 days later (168 hours or more). This applies to all fare types (Lite, Optimum, Premium) and aligns with U.S. DOT regulations for bookings in the U.S.
- After 24 hours, cancellations depend on fare rules, and most tickets become non-refundable unless specified otherwise.
General Cancellation Rules:
- Non-Refundable Tickets: Most Nordwind fares (e.g., Lite, Promo) are non-refundable after the 24-hour window. Cancellations may result in loss of ticket value, with only taxes/fees refunded if permitted by the fare rules.
- Refundable Tickets: Premium or Optimum fares may allow cancellations with fees, but refunds are subject to fare conditions.
- Cancellation Fees: Outside the 24-hour period, fees vary by fare type and route. For example, cancellations a few hours before departure may incur penalties based on fare rules, especially if booked less than a week prior.
Airline-Initiated Cancellations:
- If Nordwind cancels your flight, you’re entitled to:
- A full refund for unflown segments, processed to the original payment method.
- Rebooking on the next available flight at no extra cost.
- Compensation (up to €600) under EC 261/2004 for EU departures if notified less than 14 days before departure, unless caused by extraordinary circumstances (e.g., weather, strikes).
- Eligible scenarios for involuntary refunds include:
- Flight cancellations or delays over 3 hours.
- Rerouting (excluding weather-related issues).
- Failure to provide a booked seat or service class.
- Missed connections within a single Nordwind reservation.
- Nordwind provides care (e.g., meals, accommodation) for delays over 2–4 hours, depending on daytime/nighttime.
Special Circumstances:
- Medical Emergencies or Bereavement: Full refunds are possible for illness of the passenger or a traveling family member, or death of a close relative, with supporting documents (e.g., sick leave certificate, hospital statement, death certificate).
- Involuntary Refunds: Apply in cases like flight schedule changes, unavailability of a booked seat, or security delays (if no prohibited items are found).
- Third-Party Bookings: The 24-hour cancellation policy may not apply, and refunds depend on the agent’s terms (e.g., MakeMyTrip, Alternative Airlines). Contact the agent directly.
Refund Processing:
- Refunds for eligible cancellations (e.g., within 24 hours, airline-initiated) take 7–30 days, though delays are reported.
- Refunds are issued to the original payment method or as vouchers (validity varies).
- For manual refunds (e.g., via Rapida or QIWI systems), processing may take 3–30 working days.
- Only unflown segments are refunded, minus applicable fees.
EU/UK Passenger Rights:
- For flights departing from EU airports, EC 261/2004 applies, entitling passengers to:
- Compensation (€250–€600) for cancellations/delays over 3 hours, unless due to extraordinary circumstances.
- Refunds or re-routing for cancellations.
- Care (meals, accommodation) for delays over 2–4 hours.
- Claims can be filed up to 2–5 years, depending on the country (e.g., 2 years in Italy, 5 years in Greece).
Customer Feedback:
- Passengers report frequent delays, cancellations, and slow refund processing (up to months). Poor communication and strict baggage enforcement (e.g., measuring every carry-on) are common complaints.
- Nordwind’s website is outdated, and customer service responses (via email) can be delayed. Keep records of all correspondence.
