Turkmenistan Airlines (T5), the national flag carrier of Turkmenistan, has a restrictive cancellation policy shaped by its state-owned, low-cost model and limited online presence. Below is a concise overview based on the latest information from their official website (turkmenistanairlines.tm), flyturkmenistanairlines.eu, and reliable sources like Airpaz, Alternative Airlines, and KAYAK.
24-Hour Risk-Free Cancellation:
- You can cancel any Turkmenistan Airlines flight within 24 hours of booking for a full refund to the original payment method, provided the flight departs at least 7 days (168 hours) later, per U.S. Department of Transportation (DOT) and Airlines Reporting Corporation (ARC) rules for U.S. bookings. This applies to all fare types (Economy, Business) booked directly through turkmenistanairlines.tm, flyturkmenistanairlines.eu, or their call center.
- Exceptions: Group bookings (10+ passengers), codeshare flights (e.g., with S7 Airlines or Belavia), promotional fares, and tickets booked with miles or vouchers may not qualify.
After 24 Hours:
- Non-Refundable Tickets: Most tickets, including promotional fares and many Business Class fares, are non-refunded and non-endorsable after 24 hours, meaning no refunds or credits are issued except for government taxes and fees.
- Cancellation Fees: A €50/£50 fee per passenger applies for cancellations before payment and ticketing (e.g., for bank transfer bookings). After payment, tickets are 100% non-refunded, with cancellation charges equaling the full ticket cost.
- Tax Refunds: Refundable taxes and fees may be requested, subject to a €100/£100 cancellation fee per person for eligible cases. Refunds are not guaranteed and depend on fare rules.
- No-Show Policy: Failing to cancel before departure voids the ticket, with no refund or credit, even for taxes, unless a refund request is submitted with documentation.
Cancellation Process:
- Phone: Call Turkmenistan Airlines at +1-877-240-6770. Have your booking reference ready. A service fee may apply.
- In-Person: Visit a Turkmenistan Airlines ticket office or airport counter (e.g., Ashgabat International Airport, ASB).
- Third-Party Bookings: Cancellations must be processed through the travel agency (e.g., Airpaz, Alternative Airlines), which may charge additional fees (e.g., €100 for agency processing). Tax refunds must be requested via Turkmenistan Airlines.
- Refunds, if eligible, are credited within 2–10 business days to the original payment method, but delays are common, especially for third-party bookings.
Special Circumstances:
- Airline-Canceled Flights:
- If Turkmenistan Airlines cancels a flight, you’re entitled to a full refund (including non-refunded fares), rebooking on the next available flight, or a voucher. Refunds are processed with agency fees (e.g., for consultant and accounting costs).
- For EU departures (e.g., Frankfurt, London), EC 261/2004 applies, offering €250–€600 compensation for cancellations with less than 14 days’ notice, unless due to extraordinary circumstances (e.g., weather, air traffic control). Compensation varies by distance: €250 (≤1,500 km), €400 (1,500–3,500 km), €600 (>3,500 km). Claims must be filed within 3 years. Non-EU flights (e.g., Ashgabat to Bangkok) are not covered.
- For delays over 3 hours on EU routes, you may cancel for a refund or claim EC 261 compensation (€250–€600).
- COVID-19 Impact: All international passenger flights were suspended from March 2020 to early 2022, with refunds or rebooking offered. Current policies apply unless new advisories are issued.
- Visa Issues: Turkmenistan’s strict visa requirements (e.g., no transit visa needed for Ashgabat layovers) may lead to cancellations if documentation is incomplete. Refunds are not guaranteed in such cases.
Additional Notes:
- Operational Context: Turkmenistan Airlines operates 29 aircraft (Boeing 717, 737, 757, 777; Airbus A330-200P2F for cargo) to 19 cities in 13 countries, primarily from Ashgabat (ASB). Recent data shows a 0% on-time rate and 0% cancellation rate in a 24-hour period, but reliability varies due to state-controlled operations.
- Travel Insurance: Strongly recommended due to non-refunded tickets and delays. Purchase at booking to cover cancellation costs.
- Baggage: Domestic flights include 20 kg checked baggage; international flights include 25 kg. Cabin baggage must not exceed 50x40x20 cm.
