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Dear our Site User!
Open Joint-stock company Donavia is pleased to offer you the Internet booking and payment service (hereinafter referred to as “Booking”, “Payment”) for the scheduled flights operated by JSC Donavia based on the terms and conditions stipulated herein.
Please, read the provisions of these Regulations before using the service. Donavia reserves the right to amend the Regulations without prior notification of the User. New Regulations become valid upon being published at Donavia web site.
1. Travel Documents
The document validating the contract between a passenger and JSC Donavia for the passenger air carriage is a paper passenger air ticket. The fact of contracting an ET passenger air travel is verified by the ET availability in the airline’s database which was issued to you in the form of an itinerary receipt.
The passenger is accepted for the travel if he/she holds a valid Air Ticket. Until a proper Air Ticket or an electronic itinerary receipt with ET number is not issued for the passenger, the reservation is deemed to be made in advance.
2. Reservations
Before you start booking operations you are recommended to obtain more specific information regarding the time-table of the flights concerned in the section “Time-table” and “The Flight Information” and make sure that the ticketing offices of JSC Donavia can be found in the city chosen by you.
Attention! Bookings can be made not later than 4 hours before departure. The maximum time of waiting for the payment / issuance of a ticket (Time limit) is 24 hours, but not later than 4 hours before departure.
The number of passengers per booking order cannot exceed five persons.
Infants under 2 years old and children under 12 years are issued in the same order with an adult passenger.
When booking online on the company’s site a holder of a “Success Formula” card should enter his/her card number in order to account for and accumulate points. A purchase at the ticketing offices can offer 5% discount for the bonus program participant.
3. Payment
You can use two methods to pay an air travel:
- with your bank card (credit or debit) which is the immediate payment for your reservation via Internet;
- payment at the company – a passenger has an option to pay in cash or by his/her bank card if POS-terminal is available at a ticketing office of JSC Donavia.
In case you use your bank card for payment in a currency different from the currency of the Russian Federation the conversion to the currency of the passenger’s bank card will be done automatically during the transaction at the exchange rate published by Reuters.
In order to pay for and get your paper ticket you can choose one of JSC Donavia’s ticketing offices from the list which you can find on our company’s site.
The fare you have chosen may have refund restrictions or an amount to be charged extra in case the conditions of travel have been changed. On our company’s site you can find the conditions of a fare application in section “Fare Rules”.
4. Issuing an Air Ticket
An air ticket can be obtained only if paid in full.
In order to get your ticket you need to contact a ticketing office of JSC Donavia and produce the Your reservation code (PNR) as well as the identity cards for the passengers included in this PNR. If you travel with a baby or a child you need to produce the identity card for your baby or child.
An issued electronic ticket in the form of an electronic passenger itinerary receipt is the confirmation of the negotiated contract for air travel and it does not require any other paper document in support hereof.
5. Check-in
For a quicker check-in procedure it is recommended to produce a printed copy of your passenger itinerary receipt along with your passport or other ID.
Attention! For your business-trip report and such other cases we recommend you to keep a printed itinerary receipt and a boarding pass.
JSC Donavia shall not be held liable in case a passenger has not the documents necessary for entry to the country of destination or exit from the point of departure.
JSC Donavia reserves the right not to accept a passenger who does not hold the required documents.
6. Update or Cancel Reservation
Any changes to the Booking already made can be done through this site.
If during the maximum time limit you do not pay, your booking will be cancelled automatically. In case you refuse to travel after you have already paid/the ticket have been issued for you or you refuse to further travel in case of your ticket’s partial use, your refusal will be regulated in accordance with the tariff conditions in the ticket.
7. Exchange and Refund
The exchange/refund operations will be made in the ticketing offices of JSC Donavia only, in accordance with the applicable rules and limitations.
The change of date and\or departure time (hereinafter referred to as the change of air travel conditions) in electronic tickets paid via Internet booking site of JSC Donavia can be made by call to the Information & Booking Service of JSC Donavia in Rostov-on-Don by phone +7 (863) 200-19-19 (24-hours).
Air travel conditions cannot be changed by phone call, and the passenger is offered to apply to the ticketing offices of JSC Donavia:
a. if seats in the booking subclass in the air ticket you hold are not available for the requested date/departure time;
b. if case of change of an applied fare level;
c. if subject to the fare application conditions the change of air travel conditions are charged extra or no changes are permitted.
In case of air ticket return an additional charge of 800 (eight hundred) roubles is charged from each passenger which travel was paid via Internet Reservation site. Passengers are released from payment of charge in case of:
- Infants 0-2 years old
- Passengers at the involuntary refund.
The refund will be considered unvoluntary in case the passenger denied the boarding as a result of:
- cancellation or delay of the flight in his/her air ticket;
- change of the route by the carrier;
- flight operation conflicting with the time-table;
- failed departure of a passenger due to the seat non-availability for the flight and on the date shown in the airticket;
- failed carriage of the pasenger by aircraft due the the delay caused by long time of his/her checking at the aiport if during the search of the passenger’s baggage or his/her personal search no forbidden substances or objects were found;
- failure to provide flights connection by the carrier in case of a single air carriage;
- sudden illness of a passenger, or the illness or death of the passenger’s family member who accompanies him/her on board aircraft which fact is supported by medical certificates;
- class of service does not correspond to the one shown in the air ticket;
- wrong issue of an air ticket by the carrier or its authorized agent.
In case of a voluntary rejection or involuntary rejection due to reasons 1-3 “Request for Refund” can be sent by e-mail if it relates to E-tickets paid through the Internet reservations site (item 8 of Online Booking Instruction). Otherwise the refund can be made at the ticketing offices of JSC Donavia only.
The amounts to be refunded in connection with the air ticket paid via Internet shall be credited to the bank card by the issuing bank within the period of 30 calendar days from the date of issue of refund by JSC Donavia.
Online Booking Manual
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