Frequently Asked Questions

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Frequently Asked Questions
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Air ticket purchase via the site service

How can I buy an electronic ticket over web site?

Purchase procedure is very simple on the average it takes 5-10 minutes. All purchase process consists of five consequential actions. You can look the detailed description here.

How can I return my money for e-ticket purchased via the web site www.vladivostokavia.ru, if my plans have changed?

Money for e-tickets can be returned through OJSC Vladivostok Air Information Center. Procedures of money return are described in detail on page: http://www.vladivostokavia.ru/en/passengers/instructions/buying_and_repayment/refund_money.

Can I buy an electronic ticket over web site for group of passengers?

In one order you can buy an e-ticket online for a maximum of 9 passengers (including adults and children at the age from 2 up to 12 years old). If you want to get tickets for more persons it is necessary for you to effect a purchase more than once, or to turn for help by phone (423) 230-70-00.

Can I issue an e-ticket online for one person, but to make payment by a plastic card of another one?

Yes. It is possible. For this purpose it is enough for you to pass the standard procedure of booking and to enter the disposable password on a bank server in accordance with the corresponding inquiry.

How can I receive the ticket?

The electronic ticket is on the company web site— in this case it is enough to print only the passenger itinerary receipt which you will receive by e-mail after ticket purchase.

Why does the passenger itinerary receipt (purchase confirmation which is sent on the customer electronic address) need?

Passenger itinerary receipt is not the obligatory document for flight. It serves to confirm that ticket purchase is made, and also for airport serviceability. You just need to show the passport and passenger itinerary receipt on registration for receiving a boarding card.

What departure and arrival time is specified on the site upon buying ticket/ in passenger itinerary receipt?

Local time of a departure city and an arrival city is always indicated on the site. That is, for example, if departure from Vladivostok at 12:00 it means that specified time is of Vladivostok. If an arrival to Moscow at 14:30, then there is specified local time of Moscow city. The same principle remains in the passenger itinerary receipt.

What should we do, if a misprint has crept into passenger surname, name or passport details on buying a ticket over the web site?

According to existing rules, surname and name alteration is impossible, and in this case it is necessary for you to return the ticket. If there is a misprint in the passport number or the contact data, please, inform about it by phone: (423) 230-70-00 or send the message by e-mail: infocenter@vladavia.ru, where the dispatcher will bring necessary error corrections in the reservation system as soon as possible.

How can I report before account department about ticket purchase over the web site?

Entering data about the passenger on the site it is necessary for you to note an option «I need an account for air ticket payment». The account will be sent to you automatically by e-mail.

Can I buy the ticket for the international flight if I still do not have visa in the country, where I am going to fly?

Probably, at the moment of the air ticket purchase you have no the visa or other documents granting the right to entrance to the country of destination. However, it is necessary to know that according to item 83 of the Federal aviation rules confirmed by the order of Ministry of Transport No.82 from 28.06.2007., on registration «the passenger should have the flying, entry and other documents, demanded according to the legislation of the country, on territory, from territory or through which territory transportation will be carried out».

How can I change departure dates, change a route or refuse a flight or a part of a flight if the ticket has been bought via the site?

For this purpose it is necessary to address to the contact centre by e-mail: infocenter@vladavia.ru or by phone: (423) 230-70-00.

Why is it impossible to get tickets at the youth discount (for your soulmate), it has to reserve by phone and to go to redeem in the sales office.

Youth fares fall into the special category, so they are sold only in personal passenger presence.

Why is it impossible to buy the ticket via the site from Niigata (Japan) to Vladivostok and back where Vladivostok Air also flies?

It is caused by legislative requirements of some countries and approaches under the sales organization at the markets of these countries.

Additional services order

Can I buy a ticket over the web site for the child under 12 years old and send him/her to flight without adult?

Unfortunately, you cannot buy the ticket on our site for the child under 12 years old, who are traveling without an accompanying adult during the flight. But such kind of flight for the child is possible.

Children under 12 years old, traveling without an adult, are related to special category of passengers like «unaccompanied children».

Air ticket purchase for the child under 12 years old requires personal presence of the parents or the trustee at the sales office and the airport for passage of all procedures connected with the air ticket purchase and child sending. For this reason you cannot make purchase of such ticket in on-line mode on our site.

However, you can get the air ticket for unaccompanied child in Vladivostok Air sales office and to confide him/her to the care of airline workers at personal presence in the airport.

Is it possible buying air ticket over the web site to reserve a fixed seat in the aircraft salon?

Unfortunately, it is not. At the moment seat reservation service is accessible only in sales offices and under the definite fare. Preliminary seat reservation in the aircraft salon is accessible to fare groups: «Eko», «Eko+» and Business».

If I will become a mother soon, can I buy the ticket over the web site?

Yes you can. But you should know that air transportation of women, whose childbirth has occurred 7 days ago before flight fulfillment or are expected within the next 7 days is not executed. There are some more features at flight registration for future mothers. And it is necessary for you to know that:

The Company recommends for pregnant women to give the information about level of health, an expected date of childbirth, about expected complications during childbirth. When it is appeared from such information that the pregnant woman is in a normal state of health and without pregnancy complications, the company can accept her for transportation without physical examination.
You should know and remember! The written doctor approval to flight is necessary, when according to the pregnant woman information it is obvious that:
- Childbirth is assumed within the next 4 weeks;
- There are complications during pregnancy course or date of childbirth, or earlier such woman had childbirth with two or more children, or it is expected the complicated childbirth.

Physical examination should be issued not earlier than 7 days before the flight beginning.

Is it possible to buy a ticket over the web site under military transportation requirements or the governmental program of the subsidized transportations?

You can get the ticket under the military transportation requirement or subsidized transportation only in the company sales offices and its agents.

Can I buy a ticket via the web site for charter flight of your company?

Ticket sales over the web site are conducted only on regular flights.

Is it possible to issue transportation of animals and how they are transported?

For registration of such transportation you need to address to Vladivostok Air sales office. Animals in weight up to 5 kg (considering cage) are transported in passenger salon, above 5 kg are in a baggage hold of the aircraft.

Will baby food for child under 2 years old be given onboard?

Yes, special baby food for children under 2 years old is given onboard.

What kind of animals is it possible to take along onboard?

Animals and birds which weight together with the container (cage) does not exceed 5 kg can be transported in aircraft salon. The weight of an animal together with the container (cage) is not included in free baggage allowance and is paid by the passenger. Besides, Seeing Eye dog accompanying passengers with depraved eyesight (under condition of presence of the certificate on special training) shall be carried in the aircraft cabin free of charge in excess of the fixed free baggage allowance.

Can I reserve a seat in the aircraft by phone beforehand?

It is accessible to reserve the seat only in sales offices of the company and under the definite fare. Number of a seat onboard is assigned to the passenger during registration.

Air ticket payment order

How can I pay the ticket?

Now to get air tickets it is used convenient and safe way of payment by Visa, MasterCard, JCB, American Express cards. Visa Electron and Maestro cards are not applicable for payment via the Internet.

Is it secure to pay the ticket over the web site by a credit card?

Payment by banking cards is made by readdressing on the site of electronic funds transfer of Wirecard Bank AG located in Germany. In banking system of Wirecard Bank AG payments safety is provided by means of SSL protocol for confidential information transfer from the customer on Wirecard Bank AG server for further processing. The further information transfer is carried out on the closed banking networks of the highest degree of protection. Collecting and processing of the received confidential data of the customer (card details, the registration data etc.) is made in processing centre, instead of seller web site. Thus, neither Vladivostok Air OJSC, nor any third parties can obtain the personal and bank data of the customer, including the information about his/her purchases made in other shops.

What is 3D - Secure and where can I receive the disposable password?

Technology of the card owner authentification under carrying out of the remote payments via the Internet 3D-Secure has been developed by payment systems VISA— Verified by Visa (VbV) and Master Card — MasterCardSecureCode (MCSC) with the purpose to secure customers completely form fraudulent operations and unapproved use of a credit card by other people. 3-D Secure is the world standard of the given payment systems for today. Application of the international 3-D Secure specification guarantees safety of payments via the Internet for all users in any electronic stores. Now the majority of bank cards support 3-D Secure technology. Nevertheless we recommend you to specify the information about access of the service to your credit card in your bank.

To buy the ticket via the airline site you need to receive the disposable password beforehand. Usually such passwords can be obtained in the cash dispenses or by means of sms, if “mobile bank” service is connected.

If ticket cost is indicated in terms of roubles, but my card is in the other currency, at what course the sum will be counted?

It is possible to pay by cards in any convertible currency, but all sums for payment are specified only in roubles. The sum specified on the site will be converted in currency of your card at courses of your card payment system. For your convenience on the site there is a built-in calculator of currency conversion.

Why is it impossible to pay the ticket on the site by my payment card?

Please, check up, are there enough means or credit limit on your payment card for ticket payment.

If it is enough means, probably, access for payment via the Internet for your payment card is closed.

Please, contact bank-emitter where you have received a card, and specify, is it permitted to pay via the Internet from your payment card.

If it is enough money assets on your card, access for operations via the Internet is opened, but it is impossible to get the ticket, we cannot probably receive an authorization code from your bank, try to pay purchase by other card.

Flight registration

When does airline registration start and end?

Registration on airline flights begins at the airport per 2-2,5 hours before scheduled flight. Registration on the international flights also includes passage through the customs formalities and passport control. Check-in is completed per 40 minutes before the flights departure. The passengers, who were late check-in time limit and did not get through the passport control, are not admitted for flight departure.

Travel with children

I am traveling with the child under two years, but I want him fly in a separate armchair?

It is possible. For such flight you need to issue the child in a category «children from 2 till 12 years old» and buy him the ticket under corresponding fare.

I am travelling with the child, who will be 2 complete years during the flight. What ticket should be bought for him?

The child’s age is considered on the departure date of transportation from the initial point of the departure specified in the routing receipt.

Travel of unaccompanied children under the age of 12 years

Can I buy the ticket via the web site for the child under the age of 12 years and send him/her on a flight unaccompanied?

Unfortunately, you cannot buy the ticket on our site for the child under 12 years old, who are traveling without an accompanying adult during the flight, because he falls into the “unaccompanied children” category in the personal presence of parents in the sale office during air transportation registration. But such kind of flight for the child is possible.

Baggage allowance and consignment

What is the weight of a piece of luggage?

One piece of luggage should weigh no more than 50 kg, and if your one piece of luggage weights more than 32 kg, the full weight of such piece of luggage is due to payment since it is considered like heavy.

What weight of luggage can be taken without payment?

Free baggage allowance is specified both in last column of the air ticket According to baggage transportations management, the carrier has the right to refuse or limit baggage allowance over the established norm. Transporting of animals and birds in cages, heavy luggage (weight more than 32 kg), large-size baggage (which dimensions in the sum of three measurements exceed 203 cm); does not include into free baggage allowance and is subject to payment.

What belongings can be taken above norm (free of charge), without packing in luggage or hand luggage?

Over the established of free baggage allowance and without collection of fares the passenger has the right to take following belongings, if they are at the passenger and aren't enclosed in luggage: a ladies' handbag or briefcase; portfolio; an umbrella; a walking stick; a bunch of flowers; an outer garment; a reasonable amount of reading material for the flight; baby food for the child during the flight; mobile phone; video camera; notebook; a suit in a suit carrier; an infant’s carrying basket or pushchair; crutches, stretchers or an invalid’s wheelchair (rigid or folding) at to transportation of the motion handicapped passenger.

These belongings need not be submitted for weighing, may not be issued and labeled.

How can I dispatch a cargo by a flight of your airline?

It is necessary to direct the request to airline mail-cargo service department by e-mail: cargo@vladavia.ru or by fax: (423) 230-77-09

Train connection miss

Should the airline bear responsibility for train connection miss at flight delay?

The airline does not bear the responsibility for train connection miss, since according to the Air Codes of the Russian Federation, item 103 - «Under the air transportation agreement of the passenger, the carrier is obliged to transport air passenger into destination granting him/her a place on the hauled aircraft, specified in the ticket», item 120 «For delay of passenger, luggage or cargo delivery into destination the carrier pays the penalty at a rate of twenty five percent of the minimum wage established by the federal law for each hour of delay, but no more than fifty percent carriage charge if will not prove that delay took place owing to force majeure, aircraft trouble elimination threatening to life or health of passengers of an aircraft, or other circumstances which are not dependent on the carrier.