Services and other information

• If I check in online, how long before departure should I arrive at the airport?

  If you are flying without luggage and hand luggage, you need to arrive at the airport in advance of the boarding time indicated on your boarding pass.

  If you travel with luggage and hand luggage you must check-in at the airport check-in counter, arrive at the airport well before the check-in deadline (strictly no later than 40 minutes before departure).

  Recommended arrival time is 1.5-2 hours before departure as indicated on your ticket (itinerary receipt) for security, passport and customs inspections.

• How to buy extra luggage?

  You can purchase the «Extra luggage»» service when booking your ticket  online. After purchasing ticket at least 24 hours prior to departure through My Bookings service on website or through our Contact Centre. Less than 24 hours before departure (except for luggage up to 10 kg), during check-in online на (closes 3 hours before departure, 6 hours in Moscow). At the airport before departure (except luggage up to 10 kg). An additional fee will be charged.

  Please note that for code-share flights it is not possible to book services online or through the Contact Centre. You can purchase the service at the airport prior to your flight.

• How can I choose a seat in the cabin in advance?

  You can arrange for «Seat Selection» or «Comfort» when you buy your ticket online. After purchase of ticket, at least 24 hours prior to departure, via My Bookings on website or company's contact centre . Less than 24 hours prior to departure, during check-in online на рейс (closes 3 hours prior to departure, 6 hours in Moscow) or through our Contact Centre. At the airport prior to departure (subject to availability). Additional fee may apply.

  Please note that for flights operated under a code-share agreement with Smartavia, you will not be able to purchase services online or via the Contact Centre. You can purchase the service at the airport prior to your flight.
• My flight hasn't been cancelled, but I will not fly due to the pandemic situation

  In case your flight is on time, including flights within Russia, we will make a refund and exchange according to the fare rules of your ticket. Cancelled flights on other carriers due to closures in other countries with poor epidemiological situation, cancellation of events, and hotel closures are not involuntary cancellations. You can fill out an application for voluntary refund here (for tickets purchased on our website, the Contact Centre, or ticketing agencies with the form of payment «Cash», «Plastic Card», paid in rubles), or to exchange tickets with the fee at the place of purchase or through the Contact Centre of the airline by calling 8 (800) 350-99-77.

• I cannot book 'Seat selection', 'Comfort' or 'Extra luggage' online. What shall I do?

  Please note that for codeshare flights operated jointly with Smartavia, no additional services can be purchased online or through the the Contact Centre. You can purchase additional services at the airport prior to your flight. For all other cases please use feedback form.

• Cannot check-in online. What shall I do?

  Please check the following points:

  • The flight is scheduled, operated by Red Wings
  • There are no more than 24 hours and no less than 3 hours before departure (6 hours for a flight from Moscow)
  • The passenger's name is on the ticket
  • The ticket number contains 13 digits and starts with 309

  Please note that for flights operated under code-share agreement with Smartavia online check-in is not available. Check-in is only available at the airport, under general terms and conditions.

• My boarding pass is not delivered. What shall I do?

  Re-visit the check-in service — «go to boarding pass» and «send» or «print» or go to the check-in desk at your departure airport.

• Do I have to print out boarding pass?

  Yes, you do. If you did not print out the boarding pass or cannot do so for some reason, please go to the check-in counter at the airport of departure.

• What should I do if my flight is cancelled due to the coronavirus situation?

  If your flight has been cancelled, you may change your flight date to any date before 24.10.2020 without additional charges or make an involuntary refund. Please fill in your request  here.