FlyArystan shared on its Telegram channel a guide for passengers on refunds, changes, and choosing tickets and service packages, DKNews.kz reports.
FlyArystan operates under the low-cost carrier model. This means that flights are more affordable due to optimized cost savings. The ticket price includes only the basics — a seat on the plane and one piece of hand luggage (up to 5 kg). All other services, such as checked baggage, meals, seat selection, and other options, can be purchased separately by the passenger.
This model allows FlyArystan to offer competitive ticket prices but also comes with stricter rules for refunds and changes. This is standard practice for all low-cost airlines worldwide.
Fare Types
To help every passenger find the best option for their travel needs, FlyArystan offers two fare types, each with different rules for refunds and changes. The choice depends on how certain the passenger is about their travel plans.
Lowest Fare
- This is the standard and most budget-friendly fare.
- It comes with strict refund and change policies.
- If the trip is canceled, a refund is issued in the form of a voucher (an electronic certificate) minus a penalty.
- Best for those confident in their travel dates and looking for the lowest price.
For example, a passenger purchased a Lowest fare ticket for 20,195 KZT. One week before departure, passenger decided to cancel the trip. From this amount, a penalty of 16,000 KZT is withheld, and the service fee of 381 KZT is non-refundable. The remaining balance, together with the airport tax refund of 809 KZT, is returned in the form of a voucher. As a result, the passenger receives a voucher worth 3,814 KZT, which can be used for a new purchase within three months.
Flexi Fare
- Higher in price than the “Lowest” fare, but with more lenient rules.
- Flight date changes are free of charge (only pay the fare difference if applicable).
- Minimal or no penalties for refunds.
- Refunds can be processed directly back to the bank card.
- Ideal for travelers who want flexibility without major losses.
For example, a passenger purchased a ticket under the Flexi fare for 20,000 KZT. Two days before departure, passenger decided to reschedule the trip. Passenger selected a new flight with a ticket price of 22,000 KZT. Since the original ticket cost 20,000 KZT, it is only necessary to pay the difference of 2,000 KZT. As a result, no penalties are charged, and the additional cost is limited solely to the fare difference between the old and new tickets.
What is a FlyArystan Voucher?
A FlyArystan voucher is an electronic document containing the refunded amount for a canceled ticket. It is issued in the passenger’s name and cannot be transferred or exchanged for cash.
The voucher can be used to purchase new FlyArystan tickets or additional services within three months of issue. It is valid for use online at www.flyarystan.com, via the mobile app, contact center, or through travel agencies. Voucher numbers consist of 12 digits (e.g., 1644200394482).
In the mobile app, when refunding a ticket under the Lowest fare, if a balance remains after the penalty is deducted, the amount is credited to a voucher and automatically saved in the passenger’s personal account. Important: this automatic saving works only if the ticket was purchased in the mobile app after logging into the personal account. For this, the passenger must be a registered user of the FlyArystan app.
Rules for Changing Flight Dates and Refunds
- Rebooking and cancellations, regardless of the selected fare, are possible only before check-in begins at the airport: 2 hours before departure on domestic flights and 3 hours on international flights.
- If the date change or cancellation request is made after these deadlines, a 100% penalty applies, and any purchased additional services are forfeited.
- For the Lowest fare if the flight date is changed more than 72 hours before departure, the penalty is 9,000 KZT on domestic routes and USD 60 on international routes. If changed less than 72 hours before departure, the penalty is 12,000 KZT and USD 70, respectively.
- For the Flexi fare: date changes are free of charge.
- Refunds are processed through the original point of sale.
If the ticket was purchased via third-party services (Kaspi, Halyk, Freedom, etc.), passengers must contact the official support channels of those platforms. For tickets purchased on flyarystan.com or in the FlyArystan app, the online self-refund option is available.
The possibility of a refund and the penalty amount depend on the selected fare type and the time remaining before departure. The penalty is charged per passenger for each flight segment.
For the Lowest fare, if the ticket is canceled more than 72 hours before departure, the penalty is 12 000 KZT on domestic routes and USD 80 on international routes. If the refund is requested less than 72 hours before departure, the penalty increases to 16,000 KZT and USD 95, respectively.
For the Flexi fare, if the ticket is canceled more than 72 hours before departure, the penalty is 7,000 KZT on domestic routes and USD 55 on international routes. If canceled less than 72 hours before departure, the penalty is 9,000 KZT and USD 60, respectively.
Full details are available on the website: https://flyarystan.com/fare-types.
Fare Bundles
A standard low-cost ticket includes only a randomly assigned seat and one piece of hand luggage up to 5 kg. According to 2024 statistics, three out of four FlyArystan passengers preferred to travel light — with minimal hand luggage. This format saves time during check-in and after arrival, and also reduces travel costs if the rules for hand luggage are followed. For those who need more items, the low-cost carrier offers a wide range of additional services: the ability to choose a seat, increase the hand luggage allowance, or purchase checked baggage at favorable rates. By purchasing in advance online, passengers can save up to 70%.
To make travel more comfortable and profitable, FlyArystan offers 4 fare bundles. Fare bundles are ready-made sets of additional services that allow you to combine popular options in advance and pay less compared to purchasing each service separately.
Types of Fare Bundles
- Standard – random seat assignment and one piece of hand luggage up to 5 kg.
- Standard Plus – hand luggage up to 10 kg and the option to select a seat.
- Comfort – checked baggage up to 20 kg, hand luggage up to 5 kg, and an extended seat selection.
- Comfort Plus – hand luggage up to 10 kg, checked baggage up to 32 kg, any seat selection, free date change (only fare difference applies), and free booking cancellation.
How to Choose a Bundle?
- Traveling light – choose the Standard bundle.
- Want to take a suitcase and select a seat – it’s more cost-effective to purchase Comfort right away.
- Need maximum convenience and flexibility – the Comfort Plus bundle gives you everything in one package and helps you save compared to buying services separately.
It is important to note that fare bundles work in combination with the selected fare:
- with the Lowest fare, they provide a standard set of benefits (checked baggage, hand luggage, seat selection);
- with the Flexi fare, you additionally get the option to change the date or refund the ticket with minimal cost.
Detailed terms of the fare bundles are available on the website: https://flyarystan.com/fare-bundles.
