Aeroflot announces ticket issuance rules for passengers
Due to increase of disputes concerning agents cancelling the bookings for issued tickets (including in PNRs where changes have been made and on the basis of which tickets were reissued by Aeroflot office), the airline is introducing the following ticket issuance rules for passengers who have not actually refused carriage and arrived on time for check-in.
In case of booking cancellations or in case changes are made to flight segments without the simultaneous ticket refund/reissuance, strongly recommended to enter a remark through the OSI with an information on the reasons for cancellation/change of booking (see examples below), or similarly:
- OSI SU CCLD REQ PAX
(Canceled at the request of the passenger)
- OSI SU CHGE REQ PAX
(Changed at the request of the passenger)
- OSI SU CCLD BY THE CUSTOMER REQUEST
Important! In case of complete PNR cancellation (flight segments), the OSI remark must be entered and fixed in PNR as a separate transaction before PNR is canceled (flight segments).
In line with the ADM-policy, agent can be penalized by PJSC “Aeroflot” for cancelling flight segments in the issued bookings and/or cancelling/refunding tickets, which are made without the passenger’s (or his/her authorized representative) consent to refuse carriage. An agent may incur penalties in the amount of the damage caused, plus a fine of 120 USD.