Frequently asked questions

If You Have Problems with Your Baggage

Clause 52.6. In the event of a delay in the delivery of baggage, its shortage, damage (spoilage) or loss, as well as in the event that baggage is released without presentation of the baggage check and the tear-off stub of the numbered baggage tag, a Property Irregularity Report (PIR) is drawn up, which is signed by the person collecting the baggage and by a representative of the Airline.

My Bank Card Payment Is Not Going Through. Is Something Wrong with My Card?

We accept cards issued by any bank. If you are having problems with payment, try paying with a different card, or check that the card number, cardholder name and CVV code have been entered correctly.

Important! Check that online payments are enabled on your card and check your limits for online purchases.

How Much Baggage Can I Carry Free of Charge?

The passenger's baggage is accepted for carriage at check-in at the airport of departure. The Airline or an agent authorised by the Airline must issue the passenger a numbered baggage tag for each piece of checked baggage. The baggage tag serves to identify the baggage. To indicate special conditions of carriage, a special unnumbered baggage tag is additionally attached to the checked baggage.

  • The weight of each piece of baggage must not exceed 20 kg, and the sum of its three dimensions must not exceed 158 cubic centimetres (80x50x38)
  • The baggage of transfer passengers is checked through to the final destination or to the transfer point, depending on the conditions of carriage.
  • Where an electronic ticket has been issued, the Airline or the Handling Company must record the weight and number of pieces of baggage electronically in the passenger and baggage check-in system. Where a paper ticket has been issued, the Airline or the Handling Company must record the number of pieces and weight of checked baggage in the paper ticket, which is deemed to constitute the issue of a baggage check to the passenger.

Once baggage has been checked in, the Airline is responsible for its safekeeping.

  • From the moment checked baggage is handed over for carriage until the moment it is returned, the passenger is not permitted access to the baggage, except when it is being identified or subjected to additional screening by the relevant services.
  • The Airline has the right to check the weight of the baggage carried by the passenger at the airport of boarding and (or) at the airport of destination. If it is established that the passenger is carrying baggage in excess of the established free allowance or in excess of the quantity indicated in the baggage check without having paid the applicable charge for such carriage, the Airline may require payment for the carriage of that part of the baggage.

If the passenger's baggage exceeds the free baggage allowance in terms of the number of pieces or weight, the passenger will be required to pay an additional charge for checked excess baggage, payable before the departure of the flight at the rates indicated below:

Booking class F Y/B/S/H/K/X
Permitted free baggage allowance 1 piece 20 kg
Including cabin baggage
5 kg		 1 piece 20 kg
Including cabin baggage
5 kg

Cabin baggage is passenger baggage that is permitted to be carried in the aircraft cabin and that is marked with the tag 'CABIN'.

In addition to the permitted 'CABIN' baggage, the passenger may carry the following items in the aircraft cabin free of charge:

  • a handbag/briefcase/document folder;
  • an umbrella;
  • a walking stick/crutches;
  • outerwear;
  • a laptop computer, camera, video camera;
  • reading material for the flight;
  • baby food for a child during the flight.

Where Can I Find Information on Check-in Times?

The passenger must arrive at the airport at the ticket check-in and baggage drop area in good time, no later than the end of check-in, in order to complete the established check-in and baggage drop procedures, pay for excess and (or) other chargeable baggage, pass security screening and comply with the requirements of the border, customs, sanitary and quarantine, veterinary and phytosanitary controls provided for by the legislation of the country from whose territory the carriage is performed, and must also arrive in good time at the aircraft boarding gate.

  1. Check-in for international flights opens no later than 2 (two) hours before and closes 40 minutes before the scheduled departure time of the aircraft.
  2. Check-in for domestic flights (within Kazakhstan) opens no later than 1 (one) hour before and closes 40 minutes before the scheduled departure time of the aircraft.
  3. When checking a passenger in for a flight, the Airline verifies that the following documents are present: the ticket; the passport or other identity document against which the ticket was issued; and the documents required to confirm the conditions of carriage of specific categories of passengers and their baggage (the child's birth certificate, the notarised consent of the parents, adoptive parents, guardians or custodians to the carriage of the child, as well as documents confirming kinship and (or) the legal right to carry a minor passenger, a medical certificate, a veterinary certificate, etc.).
  4. Ticket check-in and baggage drop for passengers closes no later than 40 minutes before the departure of the aircraft. The passenger must arrive at the airport for check-in no later than 40 minutes before the departure of the aircraft. A passenger who arrives after check-in has closed will not be accepted for carriage on that flight.
  5. At check-in, the passenger is issued a boarding pass indicating the passenger's initials and surname, the flight number, the date of departure, the time boarding closes and the seat number on board the aircraft. Where necessary, additional information may be indicated on the boarding pass. The passenger is boarded onto the aircraft upon presentation of the boarding pass for the relevant flight.
  6. At check-in and baggage drop, the passenger must present all baggage intended for carriage, including cabin baggage, for weighing.

ATTENTION: Check-in is carried out only upon presentation of the original document.

What Can I Take with Me into the Aircraft Cabin?

There are things you do not want to part with during the flight. Feel free to take them with you. Please note, however, that certain items are prohibited and the carriage of liquids is restricted.

Cabin Baggage Rules

Space for cabin baggage in the aircraft cabin is limited. Cabin baggage must be placed in the overhead locker or under the seat in front of you. To ensure a safe and comfortable journey, it is important to observe the maximum permitted dimensions and weight of cabin baggage.

Items carried by the passenger (cabin baggage).

Items carried by the passenger and cabin baggage constitute unchecked baggage. Every ticketed passenger, with the exception of children carried without a separate seat in the cabin, is allowed to carry cabin baggage free of charge, the permitted weight of which is set by the Airline. In the interests of aviation security and the protection of the life and health of passengers and aircraft crew members, cabin baggage must not contain items or substances that are prohibited from carriage by air under aviation security rules.

The following may be carried as cabin baggage:

  • for economy class passengers — no more than one piece, weighing up to 5 kg, with dimensions not exceeding 50x30x20 cm (length not exceeding 50 cm, width not exceeding 30 cm, height not exceeding 20 cm);

When processing cabin baggage to be carried in the aircraft cabin, the Airline or the Handling Company must issue the passenger a 'Cabin Baggage' tag for each piece presented and record its weight in the baggage check.

In exceptional cases, with the Airline's permission, items weighing no more than 5 kg (counted towards the free baggage allowance) that do not exceed the dimensions of cabin baggage and that require special precautions during carriage may be carried in the aircraft cabin.

During carriage, cabin baggage must be placed under the passenger seat. Small, lightweight items and the passenger's outerwear may be placed in the overhead locker above the passenger seat.

Over and above the established free baggage allowance, the Passenger has the right to carry items (belongings) that they may need during boarding, disembarkation or in flight, provided that the weight of the items carried does not exceed the maximum cabin baggage limits.

Such items (belongings) include:

  • a handbag or briefcase;
  • a document folder;
  • an umbrella;
  • a walking stick;
  • reading material for the flight;
  • baby food for a child during the flight;
  • a mobile phone;
  • a camera;
  • a video camera;
  • a laptop computer;
  • a suit in a garment bag;
  • a lightweight folding pushchair (carried in the aircraft hold),
  • a carrycot or car seat when travelling with a child under 2 years of age;
  • crutches;
  • a stretcher or wheelchair when carrying a passenger with reduced mobility (carried in the aircraft hold).
  • medicines, inhalers, an oxygen cylinder of no more than 5 kg required to sustain the passenger's vital functions during carriage. The Airline has the right to request a medical certificate confirming the need to use the above items.
  • non-hazardous liquids, gels and aerosols: in containers with a capacity of no more than 100 ml (or the equivalent capacity in other units of volume), packed in a securely resealable transparent plastic bag with a capacity of no more than 1 litre — one bag per passenger. Liquids in containers with a capacity of more than 100 ml are not accepted for carriage, even if the container is only partially filled.
  • liquids purchased at airport duty-free shops or on board the aircraft must be packed in a securely sealed (tamper-evident) plastic bag that makes it possible to detect any access to the contents of the bag during the flight and that bears reliable proof that the purchase was made at airport duty-free shops or on board the aircraft on the day(s) of travel.

The passenger is personally responsible for the safekeeping of cabin baggage carried in the aircraft cabin. In the event of an interruption of the flight specified in the carriage document, the passenger must take the cabin baggage stowed there with them when disembarking from the aircraft.

May I take medicines and medical equipment with me?

Passengers are allowed to carry medicines that they cannot do without for medical reasons. To do so, a medical certificate (an extract from the medical record) confirming the need for continuous use of the medicines is required. Parents travelling with infants are allowed to take baby food on board strictly in the quantity needed for the duration of the flight.

Both medicines and baby food are inspected by aviation security staff using various technical screening equipment (radiation monitoring devices, explosives and narcotics detectors, etc.), and the passenger may be asked to open the container so that its contents can be checked visually.

To carry vital medicines (for example, insulin), you must have the relevant medical certificate with you and present it on request during aviation security screening. Breathing apparatus containing compressed gas or liquid oxygen may not be taken on board.

If special assistance is required (for example, for passengers with reduced mobility), the Airline must be notified at least 48 hours before the flight departure.

Portable medical electronic devices (automated external defibrillators, nebulisers, continuous positive airway pressure machines, etc.) containing lithium metal or lithium ion cells or batteries may be carried only in the cabin baggage of passengers who require medical care, subject to the following conditions:

RLM – Li <=8g; RLI – 100-160Wh

comply with the requirements of the UN Manual of Tests and Criteria

With the Carrier's approval, in checked baggage and in cabin baggage;

Cardiac pacemakers / other radioisotope-powered devices;

Cardiac pacemakers or other radioisotope-powered medical devices, including those powered by lithium batteries, implanted in or fitted externally to the body, or radiopharmaceuticals contained within the body as a result of medical treatment.

Without the Carrier's approval;

Permitted in passengers' personal items:

  • medical thermometer — one per passenger
  • mercury blood pressure monitor in a standard case — one per passenger

What are dangerous goods?

In the interests of flight safety, the following are not accepted for carriage as baggage:

  1. items and substances whose carriage is prohibited by the laws of the Republic of Kazakhstan and Government resolutions, by the rules and regulations of the state authorities of the Republic of Kazakhstan, by international civil aviation instruments, by international agreements of the Republic of Kazakhstan, or by the documents of the state authorities of any country to, from or through whose territory the carriage is performed;
  2. explosives, blasting agents and articles filled with them;
  3. compressed and liquefied gases;
  4. flammable liquids;
  5. flammable solids;
  6. oxidising substances and organic peroxides; g) toxic substances;
  7. radioactive materials;
  8. poisonous and toxic substances;
  9. caustic and corrosive substances;
  10. firearms, bladed weapons and gas weapons; l) toxic substances;
  11. other materials and substances that may be used as a weapon to attack passengers or the aircraft crew, or that pose a threat to the flight of the aircraft.

Articles and substances that may be carried in limited quantities as passenger baggage:

  1. crossbows, spearguns, shashkas, sabres, cleavers, yataghans, broadswords, swords, rapiers, bayonets, daggers, knives: hunting knives, switchblade knives, locking-blade knives, replicas of any type of weapon;
  2. household knives (scissors) with a blade length exceeding 60 mm;
  3. alcoholic beverages containing more than 24% but not more than 70% alcohol by volume, in receptacles not exceeding 5 L, in packaging intended for retail sale — not more than 5 L per passenger;
  4. aerosols intended for sporting or household use, with the release valves of the cans protected by caps against accidental release of the contents, in receptacles not exceeding 0.5 kg or 500 ml — not more than 2 kg or 2 L per passenger.

In passengers' personal items:

  1. medical thermometer — one per passenger;
  2. mercury blood pressure monitor in a standard case — one per passenger;
  3. mercury barometer or manometer packed in a sealed container and secured with the sender's seal, only with the Carrier's approval;
  4. disposable lighters — one per passenger;
  5. dry ice for cooling perishable products — not more than 2.5 kg per passenger; f) 3% hydrogen peroxide — not more than 100 ml per passenger;
  6. non-hazardous liquids, gels and aerosols: in containers not exceeding 100 ml (or the equivalent capacity in other units of volume), packed in a securely resealable transparent plastic bag with a capacity not exceeding 1 L — one bag per passenger. Liquids in containers with a capacity exceeding 100 ml are not accepted for carriage, even if the container is only partially filled. Exceptions apply to medicines, baby food and special dietary requirements;
  7. liquids purchased at airport duty-free shops or on board the aircraft must be packed in a securely sealed (tamper-evident) plastic bag that makes any access to the contents of the bag during the flight identifiable and that bears reliable proof that the purchase was made at an airport duty-free shop or on board the aircraft on the day(s) of travel. The Airline's management may decide to introduce additional aviation security measures on high-risk flights and consequently prohibit the carriage of the following items in the aircraft cabin: corkscrews; hypodermic needles (unless medical justification is provided); knitting needles; scissors with a blade length of less than 60 mm; folding (non-locking) travel and pocket knives with a blade length of less than 60 mm.

Articles and substances that may be carried as passenger baggage with the Airline's approval:

  1. small cylinders (gross weight up to 5 kg) of gaseous oxygen or air required for medical purposes;
  2. wheelchairs and electric wheelchairs are carried free of charge, in addition to the baggage allowance. An electric wheelchair is carried subject to the following conditions: the wheelchair batteries must be securely attached to it, having first been disconnected and insulated to prevent short circuits. If the wheelchair cannot be loaded, secured and unloaded in an upright position only, the battery must be removed. The wheelchair may then be carried without restriction as checked baggage. The removed battery must be carried in leak-proof, chemically resistant packaging. The batteries must bear the appropriate markings. Wet batteries are carried in an upright position only. Lithium ion batteries are carried only in the aircraft cabin in leak-proof packaging, with the battery terminals insulated, in accordance with Packing Instruction 800 of the IATA Dangerous Goods Regulations.

The pilot-in-command must be notified of the location of the wheelchair and the location of the packed battery.

Passengers are advised to make arrangements with the Airline in advance; in addition, batteries that are prone to leaking should, wherever possible, be fitted with vent caps to prevent leakage;

  • in cabin baggage only, a mercury barometer or mercury thermometer carried by a passenger who is an employee of a government hydrometeorological agency. The barometer or thermometer must be packed in a strong outer packaging containing a sealed inner liner or bag of strong leak-proof or puncture-resistant material impervious to mercury, which prevents any leakage of mercury from the package regardless of its orientation. The Airline (the pilot-in-command) must be informed of the barometer or thermometer;
  • not more than two small cylinders of carbon dioxide or another suitable gas of IATA TI Division 2.2 per passenger, fitted into a self-inflating life jacket for inflation purposes, plus not more than two spare cartridges for it;
  • heat-producing articles (i.e. battery-operated equipment such as underwater torches and soldering equipment which, if accidentally activated, will generate a large amount of heat and may cause a fire) may be carried in cabin baggage only. The heat-producing component or the power source must be removed to prevent unintentional activation during carriage.

The passenger is liable for the carriage in baggage of items that are prohibited for carriage or that are handed over for carriage without compliance with the requirements and conditions of carriage established by these rules and by the law of the Republic of Kazakhstan.

When is flying not allowed?

Scuba divers and free divers. Flying is not allowed within 24 hours after diving. If you experienced any health problems after surfacing, you should consult a doctor.

Physical condition. Flying is not allowed with the following conditions:

  • Severe cold or high fever
  • Serious heart or lung disease: breathing difficulties, recent heart attack, unstable angina, unstable heart failure or pneumothorax;
  • Recent stroke
  • Severe anaemia
  • Infectious diseases, for example chickenpox
  • Recent surgery, especially abdominal or chest surgery
  • Severe mental disorders

Illness or surgery. Can I travel while ill or after surgery?

When planning a flight, particular care should be taken by those who have not yet recovered from an illness or have recently undergone surgery. Travel can be very tiring, so it is better to postpone your flight if you are feeling unwell.

Please read the information on when flying is not allowed. Furthermore, we strongly recommend that you consult a doctor about your planned flight and find out whether your physical condition allows you to travel by air.

What should a pregnant woman consider?

Carriage of pregnant women, women after childbirth and newborns.

  1. Pregnant women are accepted by the Airline for carriage by air provided that the pregnancy has not exceeded 34 weeks in the case of a single pregnancy, or 32 weeks in the case of a multiple pregnancy, and provided that their health is satisfactory, which must be confirmed by a certificate from a medical organisation stating the stage of pregnancy and state of health, to be submitted to the Airline after 22 weeks of pregnancy, calculated on the basis of the expected date of delivery.
  2. Pregnant women whose pregnancy exceeds
    34 weeks in the case of a single pregnancy, or 32 weeks in the case of a multiple pregnancy, must provide a medical advisory board report on their state of health in Form No. 026/u, approved by Order of the Acting Minister of Healthcare of the Republic of Kazakhstan No. КР-ДСМ-175/200 dated 30 October 2020 "On Approval of the Forms of Record-Keeping Documentation in the Field of Healthcare" (registered in the Register of State Registration of Regulatory Legal Acts under No. 21579), which may be issued by a medical organisation no earlier than 30 calendar days before the start of carriage. The medical report must state the stage of pregnancy and confirm that the pregnancy is proceeding without complications.
  3. The Airline refuses carriage to pregnant women, even if they hold a medical advisory board report in the approved Form No. 026/u, if delivery is expected within the next 7 calendar days.
  4. Women after childbirth and newborn children are not accepted
    for carriage during the first 7 calendar days after the birth of the child.
  5. For the carriage of children born prematurely from a multiple pregnancy, the children's parents or accompanying adults must present a medical certificate for each child confirming that the child is fit for carriage by air.

Carriage of passengers with reduced mobility

Carriage of passengers with reduced mobility and sick passengers.

  1. Passengers must determine whether they are able to travel by air based on their state of health.
  2. Sick passengers, passengers with reduced mobility and passengers with disabilities are passengers whose physical or psychological condition requires individual attention (during boarding or disembarkation, during the flight, in an emergency, during ground handling) that is not normally provided to other passengers. The number of such passengers on a flight may not exceed the number of passengers able to assist them in an emergency.
  3. Carriage of passengers with reduced mobility and sick passengers is performed by prior arrangement with the Airline, with a confirmed booking.
  4. Bookings for passengers with reduced mobility are made in accordance with the established booking procedures. The relevant special service request (SSR) must be entered in the booking.
  5. The passenger, or the person making the booking on the passenger's behalf, must inform the Airline at least 5 (five) calendar days in advance in the following cases:
  • the passenger has reduced mobility;
  • the passenger has impaired vision or hearing (or none), and in that case needs to be accompanied by a guide dog;
  • the passenger has an infectious disease;

Upon receipt of this information, the Airline will inform the passenger within 1 calendar day that the booking has been declined if it is unable to perform the carriage in the above cases due to the technical capabilities of the aircraft.

  • The Airline may refuse carriage to persons whose physical condition or state of health, based on established facts of a medical or other certification, may pose a danger to other passengers, their property, the aircraft or the crew.
  • The Airline refuses carriage to a passenger in a wheelchair or a stretcher passenger if a particular aircraft lacks the facilities required for the carriage of such passengers.
  • A passenger with a disability in a wheelchair (folding chair) and a stretcher passenger are carried accompanied by a person (aged 16 or over) who provides care for the passenger during the flight.
  • Passengers with disabilities and sick passengers who require assistance in the aircraft cabin or at the airport of departure/destination must hold a medical report authorising carriage by air and specifying any special requirements for the conditions of carriage of the passenger. The medical certificate is valid only for the date and flight number stated in it. In the event of a serious deterioration in health during the validity period of the medical certificate, a new medical certificate is required.
  • When carrying a passenger with a disability in a wheelchair (folding chair) or a stretcher passenger, the Airline or its authorised agent informs the airport in advance of the carriage of such a passenger so that they can be transferred to and from the aircraft.
  • When passengers with disabilities and persons with reduced mobility are carried, an airport representative escorts them to/from the aircraft.
  • Passengers with disabilities, persons with reduced mobility and their accompanying persons board the aircraft first, before boarding is announced for the main body of passengers, and disembark last.
  • For sick passengers and passengers with disabilities, medicines, wheelchairs and crutches are carried free of charge and are not counted towards the free baggage allowance.
  • Wheelchairs and electric wheelchairs are carried as checked baggage in the aircraft hold.
  • Wheelchairs and electric wheelchairs are carried free of charge, in addition to the baggage allowance. An electric wheelchair is carried subject to the following conditions: the wheelchair batteries must be securely attached to it, having first been disconnected and insulated to prevent short circuits. If the wheelchair cannot be loaded, secured and unloaded in an upright position only, the battery must be removed. The wheelchair may then be carried without restriction as checked baggage. The removed battery must be carried in leak-proof, chemically resistant packaging. The batteries must bear the appropriate markings. Wet batteries are carried in an upright position only. Lithium ion batteries are carried only in the aircraft cabin in leak-proof packaging, with the battery terminals insulated, in accordance with Packing Instruction 800 of the IATA Dangerous Goods Regulations.

The Airline refuses carriage of a stretcher passenger if it is unable to perform the carriage due to the technical capabilities of the aircraft.

A stretcher passenger is carried subject to the availability of six free seats for the installation of the stretcher. Payment is made at the full fare available on the date of ticket issue for the sick passenger and the accompanying person; the additional 5 seats are paid for at 50 (fifty) percent of the applicable fare for each seat, including for a child. A stretcher passenger is entitled to the free baggage allowance established for one passenger on the given route. Airport charges are not levied for the additional 5 seats.

  • A person with a mental disorder is accepted for carriage only when accompanied by a person who has sufficient physical strength and is prepared to apply restraining measures to the accompanied person if necessary.
  • Persons with disabilities and persons with reduced mobility who are able to move about the aircraft cabin unaided and to climb and descend the boarding stairs are accepted for carriage without an accompanying person. Their crutches, walking sticks and other compact mobility aids are stowed and secured in the immediate vicinity of the passenger.
  • At the airports of departure and destination, wheelchairs are provided to passengers with reduced mobility with the assistance of representatives of the handling organisation.
  • The Airline ensures that passengers with disabilities and persons with reduced mobility are attended to by cabin crew who have practical skills in communication and in providing safe assistance on board the aircraft, including: seating, provision of information, assistance in complying with aviation security rules, meal service and first aid during the flight.

SPECIAL CONDITIONS FOR THE CARRIAGE OF PASSENGERS WITH A LEG CAST

  1. Passengers with a leg cast are accepted for carriage with or without an accompanying person, under the supervision of the Airline and by arrangement with the Airline.
  2. Advance booking is a mandatory condition of carriage. Carriage is performed by prior arrangement with the Airline, with a confirmed booking and a confirmed special service request (SSR).
  3. Crutches are carried free of charge and are not counted towards the free baggage allowance.
  4. Passengers with a cast above the waist occupy one seat in the cabin. Passengers with a full-leg cast must purchase 2 (two) additional seats so that they can remain in a comfortable position during the flight with the leg elevated to reduce swelling. Passengers with a cast up to the knee must purchase 1 (one) additional seat. Limbs in plaster casts must under no circumstances obstruct free movement along the aisle or access to the emergency exits. The cast must have been applied at least 24 hours before departure, as cabin pressurisation may cause increased swelling of the leg and deformation of the cast.