S7 Airlines (Siberia Airlines), a major Russian carrier and former oneworld alliance member (suspended due to Russia’s invasion of Ukraine), has a cancellation policy that varies by fare type, booking method, and applicable regulations. Below is a concise overview based on the latest available information. Note that access to S7’s official website (www.s7.ru) is occasionally restricted, so some details are sourced from secondary references.
24-Hour Cancellation Policy:
- You can cancel any flight booked directly through S7 Airlines’ website, mobile app, or contact center within 24 hours of booking for a full refund, provided the flight departs at least 7 days later (168 hours or more). This applies to all fare types (Economy Basic, Economy Flex, Business Basic, Business Flex) and aligns with U.S. DOT regulations for U.S.-related bookings.
- Refunds are issued to the original payment method (e.g., credit card) with no cancellation fee. For bookings paid with S7 Priority miles, a USD 50 fee may apply to redeposit miles.
- The 24-hour policy does not apply to group bookings (subject to group contract terms), bookings made with mileage points (without a cash component), or future travel credits/vouchers.
General Cancellation Rules:
- Refundable Fares (e.g., Economy Flex, Business Flex): These can be canceled before departure with no fees, and the full fare, including taxes, is refunded to the original payment method.
- Only unused taxes/fees are refunded for non-refunded fares, subject to an additional charge at S7 sales offices (amount varies by region, contact S7 for specifics).
- No-Show: If you fail to cancel before departure, all subsequent flight segments in the booking are automatically canceled, and the ticket value is forfeited, with only taxes refundable.
- Cancellation Deadline: Cancellations can be requested up to 3 hours before departure for eligible fares.
- Multi-Flight Bookings: If multiple fare rules apply in a single booking (e.g., different segments), the most restrictive cancellation rule governs the entire booking. The policy applies only to S7-operated flights with ticket numbers starting with 745.
Special Circumstances:
- Medical Emergencies or Bereavement: Refunds or fee waivers may be granted for serious illness or death of a passenger/close family member, with documentation (e.g., medical/death certificate). Contact S7’s customer service for review.
- COVID-19 or Geopolitical Disruptions: S7’s EU ban and Russia-Ukraine conflict have led to cancellations (e.g., no EU flights since 2022). Affected passengers can request refunds or travel credits. Refunds are preferred over credits due to their 365-day validity.
- Third-Party Bookings: Cancellations must be processed through the agent (e.g., Trip.com, Kayak), and the 24-hour policy may not apply. Agent fees may be charged.
- Additional Services: Refunds for add-ons (e.g., baggage, seats) are only processed with the ticket refund, per fare rules.
Refund Processing:
- Credit card refunds take 1–2 business days; debit card or other payments may take up to 60 working days.
- Refunds are issued to the original payment method. For non-refunded fares, only taxes/fees are refunded, minus fees. Travel credits are valid for 365 days from booking and non-transferable.
- S7 Priority miles are redeposited with a USD 50 fee if canceled within ticket validity.
Customer Feedback:
- Passengers report smooth cancellations within the 24-hour window but frustration with high fees for non-refunded fares (e.g., USD 225 for international Economy Flex) and slow refund processing (up to 60 days for debit payments).
- Customer service is criticized for long wait times and limited online cancellation options for complex bookings (e.g., Cyprus Airways flights).
- S7’s EU ban and geopolitical issues have caused confusion, with some passengers unable to use credits due to restricted routes.
