FAQ Answers:

Why has no money been deducted from my card?

Your payment has been accepted, and your booking has been paid for and confirmed. Money has not yet been deducted from your card, but the payment amount has been approved. It will be taken from your card within 20 days of the moment the operation is completed. This is because all internet operations via the www.s7.ru site are checked for fraud. The funds in question may be unblocked by your bank and accessible to you; this depends on your bank's policy. To avoid unfortunate consequences, we recommend that you do not spend the unblocked funds, since, according to payment system rules, the authorized amount may be deducted within 30 days of the moment the operation is completed.

How can I purchase a ticket online?

The purchase process is very simple and usually requires no more than several minutes. The entire process consists of four steps. Click here for details on the booking process.

How will I receive my ticket?

S7 AIRLINES has no provisions for home delivery of tickets.

Instead, during the booking process, you will select one of two options:

»	"Departure Airport". With this option, your confirmed ticket will be held for you at the check-in counter at the airport of departure. If you arrive at the airport prior to check-in, you may pick up your ticket at the ticket counter or any S7 ticket locations at the airport.
»	"S7 Ticket Office". With this option you may pick up your ticket at any of the S7 ticket offices at a convenient for you time. If you select this option, you must pick up your ticket 4-5 hours prior to check-in. Please, have a look at the list of the cities where you can get a plane ticket at the airport of departure.

Attention! When receiving a ticket passport or its copy are required!

How can I make changes or cancellations for tickets purchased online?

For changes or cancellations to tickets purchased online, you must contact a S7 Сall Center for assistance, please call us at 8-800-200-000-7 or 8-800-200-000-7 or contact us for customer service.

Please remember that all changes and cancellations to your ticket are subject to the fare rules and terms and conditions which pertain to the specific purchase. In the case of cancellation, all surcharges and taxes for unused portions of the ticket will be returned to you in full. 

Please be advised that refunds credited to your credit card may take 20 business days to process.

Can I pay for my ticket online?

Yes, you may purchase your selected flight on our site. Currently, you may pay with either of the following credit cards: Visa or Mastercard. Please contact your bank to determine if any restrictions apply regarding on-line purchases.

How secure is my credit card payment made on sites(s) operated by S7?

When you purchase your tickets online at www.s7.ru, you are making a purchase exclusively from S7.

All related payment information is passed onto the credit processing center via a secure connection. All travel information is stored in our booking system which is also secure from outside access.

S7 values our reputation and your trust. Our online booking system has been implemented with the strictest rules and regulations supported by VISA, Mastercard as well as certified by the processing center.

Why is a voucher required (confirmation of purchase which is automatically emailed to the passengers email address)?

A Voucher is not a required travel document. It functions as your confirmation of purchase as well as a convenient trip summary for use at ticket offices or airports. You may present the voucher and your passport at any ticket office location in order to receive your boarding pass. Finally, the voucher is designed for your convenience in keeping records of your travel.

What timezones for departure and arrival appear on my online ticket reservation?

Our site always shows local time for both departure and arrival destinations. For example, if you are departing from Moscow at 14:05, that timestamp is local Moscow time. Arrival in Frankfurt is indicated at 15:20 local Frankfurt time.

What does "Your session has expired" mean?

In order to maintain the most accurate availability and pricing information, our system allows 30 minutes for each purchase. If you exceed that time-limit, the system may advise you that your session has expired and require that you resubmit your information.

The 30 minute session is more than adequate to support even the slowest internet connection.

Can I purchase tickets for international flights even if I don't yet have a visa for the country I plan to visit?

You may purchase a ticket for any international flight even without a visa, provided that you complete a letter of guarantee. You must present this letter of guarantee to the ticket agent when you pick up your ticket.

The personal information I've entered is incorrect, but the transaction is complete. What now?

If you make a mistake in completing your personal information during your online purchase e.g. First Name, Last Name, Passport Number etc.. , please advise us of this error by calling 8-800-200-000-7, or contact us via email.

Can I use Visa Electron to pay for tickets?

Occasionally, Visa Electron cards issued by particular banks might be accepted for ticket payment on our site, but you will have to confirm this with your card issuing bank.

If I buy a ticket for a child under 13 from this site, can he or she fly unaccompanied by an adult?

Unfortunately, you cannot buy a ticket from our site for a child flying unaccompanied by an adult. Such a form of travel is, though, possible for a child.

Children under 13 travelling unaccompanied by an adult belong to a special category of passengers: unaccompanied children.

To buy a ticket for a child under 13, a parent or guardian of the child must come in person to a ticket office and to the airport to go through all the procedures involved in the ticket purchase and the child’s departure. This is why you cannot buy such a ticket online from our site.

You can, however, buy a ticket for an unaccompanied child at any of our ticket offices and entrust him or her to the care of our staff when you come to the airport.

Please bear in mind that unaccompanied children are permitted to travel only on direct routes (i.e., ones that do not involve a transfer flight). A ticket for an unaccompanied child costs 100% of the corresponding tariff for an adult passenger. The child is given a separate seat in the passenger cabin and the standard free baggage allowance.

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S7 Mobile. Booking. What are differences in the booking procedure at www.s7.ru and S7 Mobile?

The booking procedure at S7 Mobile service is made up of the same steps as one at www.s7.ru. All booking rules of www.s7.ru are valid for S7 Mobile. To speed up and streamline booking at S7 Mobile, we enhanced the service – now it has a simpler text-only interface, certain search functions generate the best offer only, and the user's choice is confirmed in steps. S7 Mobile offers only two ways to pay for the booking, credit card and QIWI Terminals.

S7 Mobile. Booking. Can I book a transfer flight via S7 Mobile?

S7 Mobile offers all functions of www.s7.ru to find the best itinerary with transfers made up of both S7 and partner airlines’ flights.

By default, S7 Mobile offers you all minimum fares available for each transfer flight option (depending on the airport of transit, partner airline, links between flights).

The fare is specified as the resulting total for all flight legs of the travel. An S7 Mobile fare marked as S7 Planet is a special fare for S7 transit passengers in the framework of partner agreements between S7 and partner airlines. S7 Planet guarantees a lower total price of the flight compared to separate booking of S7 and respective partner airline flights.

S7 Mobile. Booking. Which models of mobile phone fit for booking S7 Mobile flights? What are requirements to mobile phones?

S7 Mobile is optimized for all models of mobile phones that support GPRS/WAP and any browser versions. To set up your Internet connection, contact your mobile operator or set up the connection manually.

S7 Mobile. Booking. How long does booking a flight via S7 Mobile take and how much Internet traffic does it require?

S7 Mobile is designed to be light and easy to use, which speeds up operation and reduces traffic requirements. However, these parameters directly depend on the connection quality and software used to connect to the Internet. To learn GPRS traffic rates and tariff options that optimize traffic costs, visit the site of your mobile operator.

S7 Mobile. Can I register in S7 Priority program via S7 Mobile?

Currently S7 Priority registration via the Internet is only available at www.s7.ru. The following services are available via S7 Mobile: booking flights, managing your bookings, arrival/departure board, best fare search, online check-in, S7 executive hall information, additional and contact information. The functions of S7 Mobile are expected to be significantly enhanced in 2010.

S7 Mobile. Payments. Which ways of payment are available via S7 Mobile?

S7 Mobile offers two ways of payment: immediate payment with a bank card or a delayed payment in cash via QIWI terminals. The following bank cards are accepted: Visa, MasterCard, American Express, Diners Club. Note that Visa Electron and MasterCard Maestro sometimes do not fit for online payments. Besides, some banks require an additional instruction to make the Internet on-line payments available. Bank card payment procedure Attention! S7 does not store details of your payment cards, the payment is effected directly through the system via protected channels. QIWI terminals are a simple service to pay for your bookings in cash with a delay after your booking in S7 Mobile. Time of delay is 3 to 24 hours according to the rules of the fare selected. QIWI terminals are available almost anywhere and, as a rule operate 24/7. Paying for a booking via QIWI terminal.

S7 Mobile. Payments. Is it safe to enter personal information and bank card details when booking a flight via a mobile phone?

S7 Mobile provides transfer of all information via protected channels which precludes any opportunities for fraud. S7 operates a certified processing centre and security system that provides safe payments with Visa, MasterCard and American Express cards, among other things, when booking your flights via S7 Mobile. Safe electronic payment system is based on the most modern safety standard, 3D Secure, that guarantees maximum safety of your payments in the Internet. More details. Information on the purchased ticket is reliably stored in S7 booking system.

S7 Mobile. Payments. My phone glitched when I made a bank card payment. How can I make sure that the payment was successful and booking has been saved?

After booking is over and the payment is complete, S7 Mobile immediately generates a report and submits it to the specified e-mail address with an itinerary coupon appended and payment confirmation. If you did not received the said documents by e-mail, phone the single contact centre 8-800-200-000-7 (free for calls inside Russia). Operators of the single contact centre can also inform you on S7 services and make changes to your bookings.

S7 Mobile. Online Check-In. How is a boarding pass issued to a passenger checked-in online via S7 Mobile?

You can also receive your boarding coupon at the airport before the flight, at the check-in counter. Please, note that boarding passes are issued only before completion of the flight check-in (40 minutes before the departure time specified in the itinerary coupon).

Aeroexpress. What is the validity period of the purchased ticket?

E-ticket for the common coach is valid from the mentioned date of departure till the end of the following day. E-tickets for business class are valid only for the trip, mentioned in the ticket.

Aeroexpress. Can I return the Aeroexpress ticket?

The return of cash assets, spent for the unused e-tickets, is unauthorized by the rules of the carrier.

Aeroexpress. Which models of mobile phones can get the messages with e-tickets for Aeroexpress trains?

The most of the modern mobile devices can get the messages with e-tickets for Aeroexpress trains. Your mobile phone should have enabled SMS-service and Internet access. For the sake of good order we advise you to check the correctness of its reproduction by your mobile phone using the following steps:

• Make sure that the GPRS-service is enabled and adapted;

• Go to the link, mentioned in the SMS-message with the results of payment.

Opened page should display your e-ticket with its bar code. If such bar code is not displayed you should print your e-ticket. Tickets without bar code are not subject to check.

Aeroexpress. Why should I mention my e-mail and mobile phone number?

You should mention them in order to get the SMS-message with e-ticket, which will be also forwarded to your e-mail.

Aeroexpress. Which types of bank cards are accepted?

Today you can purchase tickets with the help of such bank cards as Visa, Visa Electron and MasterCard.

Aeroexpress. How to pass the turngates when entering the platform from the Domodedovo airport?

To enter the platform and to take the train from the Domodedovo airport you should bypass the turngates through the gate near the gatekeeper. To get to the platform tell to the gatekeeper that you travel with an E-ticket.