Frequently Asked Questions

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:

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 ticket office for assistance. If you are located in a city where no ticket office exists, please call us at 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. All charges for cancelled tickets will be refunded to your credit card. If you are having your ticket refunded, you will, whether or not your ticket has been made out, have to pay a service charge of 2% of the payment amount. You can, though, get a refund without paying a service charge if you apply to the Contact Center within 5 hours of completing the operation.

Please be advised that refunds credited to your credit card may take 3-4 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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Is it possible to purchase a ticket with above-ground rail transport in the German railway system (D Bahn) on the website?

No, unfortunately, this service is currently not available on the website. You must go to an S7 Airlines sales office.

Can military personnel use a military payment order to pay for a ticket on the website?

No, you must go to an S7 Airlines sales office.

Can I purchase tickets for my child if I forgot to enter him when ordering a ticket for myself?

No, unfortunately, you cannot purchase tickets only for a child on the website. You must go to an S7 Airlines sales office.

I’m traveling with a child under two years of age, but I want him to sit in a separate seat. Is this possible?

Yes, it’s possible, but in this case the child is placed in the category “Children aged 2-12 years” and you must pay the corresponding fare.

When buying a ticket on the website, can I also order a bassinet for my child?

No, unfortunately, information about the possibilities of using a bassinet in flight is currently available only in the sales offices at the Contact Center.

I’m traveling with a child who will turn two during the trip. Which ticket must I buy for him?

If at the moment of initial departure the child has not yet turned two, but turns two before the second or later departure, the child is placed in the category “Children aged 2-12 years” and you must pay the corresponding fare.

Is it possible on the website to purchase a ticket on an S7 charter flight?

No, the website only offers tickets on regular flights.

Can passengers with special needs (the elderly, the sick, the disabled, pregnant women) order tickets on the website?

No, unfortunately this must be handled at a sales office.

Can I buy tickets for a group of passengers on the website?

The maximum number of passengers per order when purchasing tickets on the website is 9 people. If you want to purchase tickets for a larger number of people, you must place separate orders.

The price of the ticket is indicated in rubles, but my payment card is in another currency. What will be the exchange rate used?

You can use a payment card in any currency, but all payments for airline tickets are accepted only in rubles. The sum indicated on the website will be converted to rubles at the exchange rates of the payment system and the issuer’s bank.

Is it possible to book the transport of animals on the website?

No, unfortunately, for this you must go to a sales office.

Are the baggage limits different when I buy my ticket on the website?

The baggage limit is 20 kilograms for economy class and 30 kilograms for business class, the same as when you purchase your ticket at a ticket counter.

This includes the weight of your carry-on baggage.

Remember: If you plan to travel with items that exceed the maximum allowable size and/or weight, or items with unusual shapes, you must purchase your ticket at a sales office.