Air Astana

Special Needs Q&A

How do I make arrangements for other special needs?

Please contact your local Air Astana office and we will make every effort to meet your needs.

Is there any passenger discount program for children?

Yes, child fare is available and discount is applied to the basic ticket cost. Child fare is not applicable on the special tariffs. For additional information, you can contact Booking and Information centre: Almaty, +7(727)2444477 and Astana +7(7172)584477 or send us an e-mail to call.centre@airastana.com

How old a child has to be in order to be eligible for free flights

Lap babies (2 year old) that do not occupy a full seat are eligible for free flights.

Are there any special regulations for expectant mothers?

According to the rules of Air Astana, expectant mother can be accepted on flights before 36 weeks of pregnancy if one baby is expected, and 32 weeks of pregnancy if more than one baby is expected. Once you have entered your 28th week of pregnancy, a doctor’s certificate obtained not more than 3 days before departure is required. If a pregnant woman has had medical problems during pregnancy, she should consult her own physician even when travelling in the early stages of pregnancy. The small decrease in cabin pressure during the flight is not known to have an adverse effect on the mother or unborn child. Depending on her overall physical condition, the pregnant passenger may not be accepted for transportation by the decision of the flight crew and ground services.

Are there special services for passengers with reduced mobility?

Yes. We have designed a range of services to assist passengers with reduced mobility. If you have reduced mobility please contact the Air Astana Special Services desk (special.services@airastana.com) to arrange any of the special services. These are listed below with guidelines on what you can expect from us. Wheelchair WCHR – for passengers who can ascend and descend steps and make their own way to and from the cabin seat but require wheelchair assistance to cover long distances. WCHS – for passengers who cannot ascend and descend steps (requiring carrying), but are able to make their own way to and from cabin seat (these passengers also require a wheelchair to cover long distances). WCHC – for passengers who are completely immobile and require a wheelchair to and from aircraft (who must be carried up and down steps, and to and from their cabin seat). If you have your own wheelchair it will be carried as checked baggage free of charge. Stretchers Passengers who can be transported only on stretches can be accepted for transportation on Air Astana flights. The request must be sent to special.services@airastana.com at least 72 hours before departure. Passengers should arrange their own transportation to and from each airport. Due to its limited size, Air Astana can not carry stretcher passengers on board the Fokker-50 (F50) aircraft. Each stretcher case must be accompanied by at least one additional passenger. In order to give our passengers the best possible assistance, please send all relevant information to us at least 36 hours before departure (72 hours for stretchers). To request special assistance, please e-mail us at special.services@airastana.com.

Are there any special services available for passengers traveling with their babies?

Passengers traveling with their children (age of 1) can utilize baby cradles depending on the type of the air carrier. In order to reserve a baby cradle, you need to reach out for your travel agency or contact us directly through the e-mail special.services@airastana.com

What type of special meals can you offer?

We are offering a wide array of dishes at your demand: vegan dishes, indian cousine (non-vegetarian), baby nutrition, nutrition for infants, light meals, diabetes-friendly meals, fruit plate, gluten-free dishes, kosher meal, low calorie meal, low-fat meal, low-salt meal, lactose-free, raw vegetables, seafood, dishes for lacto and vegetarians, jainistic vegetarian meals, eastern vegetarian meals, (* kosher food isn’t served on flights departing from Kazakhstan)

Can my child travel without assigned adult companion on indirect multi stop flights

Our multi stop indirect flights demand that children travel with assigned adult companion at all times.

Can my pet travel in the passenger cabin with me?

Yes, subject to conditions. Your pet must be kept inside a special pet container at all times. The maximum size of the pet container is 30 x 47 x 27 cm (for all aircraft types except the Embraer 190, where the container should be no larger than 29 x 43 x 26 cm in order to fit under the seat). The maximum weight is 8 kg (17 lb) for a pet, including the container. Only one container per passenger is allowed. Alternatively, your pet may also be transported as checked baggage and carried in the aircraft hold (2 times the normal excess baggage rates apply) or it can be transported as cargo (special cargo rates apply). Further information can be found in the Carriage of Pets section of this website.

Policies for Children, Infants and Unaccompanied Minors

 

Children

At Air Astana we welcome all passengers on board, especially our youngest travellers. We offer special services for children and unaccompanied minors as well as a range of child and infant discounts. The following section outlines our pricing policy for children as well as the special services we offer for infants and young people travelling alone.

Children and Infants

For domestic travel within Kazakhstan: children (2 to 14 years old inclusive) pay 50% of the applicable adult fare and can fly with us when accompanied by a fare-paying adult of 18 years or older. For international travel: children (2 to 11 years old inclusive) pay 50% of the applicable adult fare and can fly with us when accompanied by a fare-paying adult of 18 years or older.

Infants under the age of two years can travel without charge if they have no allocated seat but share the seat of an accompanying adult who is 18 years or older.

Infants under the age of two years travelling with an allocated seat pay 50% of the applicable adult fare.

On international through flights with airline partners:

Children aged 2 to 11 years old inclusive pay 75% of the applicable adult fare and can fly with us on all flights when accompanied by an adult who is 18 years or older.

Infants under the age of two travelling without the use of a seat pay 10% of the applicable adult fare, and can fly with us when accompanied by an adult who is 18 years or older.

Infants under the age of two travelling with the use of a seat pay 75% of the applicable adult fare and can fly with us when accompanied by an adult who is 18 years or older.

Child safety seat

An airline ticket, providing an individual place, must be issued in order to carry on a child safety seat , it is charged according to set fare .

Seat width must not exceed 41 cm. Child safety seat must be with fastener for fixing to a passenger seat. Seat must be certified, as evidenced by the presence of a special mark or label. The airline does not provide passengers with child safety seats.

While boarding a passenger solely carries on a child safety seat to its seat in a cabin. Flight attendants will help to secure the seat using belts. Child safety seat should be placed in a window seat.

The online check-in, as well as self-service Kiosks, are not available for passengers willing to carry on a child safety seat.

A preliminary request is required at least 24 hours before departure. For this purpose, you may contact us at the address special.services@airastana.com or apply to 24 Hour Call Centre.

Baby Bassinet

Passengers travelling with young babies (one year and younger) can use our baby bassinets to make their journey more comfortable and secure. This service is free of charge and available on the following aircraft: Airbus A321 (economy and business class), Boeing B767 (economy and business class), Embraer E190 (economy and business class) and Airbus A319 and A320 (business class only). In order to reserve your baby bassinet please advise your travel agent when making your flight reservation or contact special.services@airastana.com directly. It is necessary to know that baby bassinets are not available on some aircrafts operated by Air Astana (such as the Boeing B757 and certain Airbus aircrafts) due to configuration of fleet. Before planning your trip, we recommend you to check the availability of baby bassinets in advance on the desired flight.

Unaccompanied Minors

Air Astana recognises that parents and guardians sometimes have no choice but to send their children on flights alone and entrust them to the airline for safe keeping. Air Astana is pleased to welcome unaccompanied children in both domestic and international flights, ranging from 6 to 15 years inclusive, and hopes that the policies and procedures in place will make this decision somewhat easier.

Air Astana does not charge for accommodating unaccompanied minors.

For domestic travel within Kazakhstan, unaccompanied minors between the ages of 6 and 14 pay 50% of the applicable adult fare. Unaccompanied minors aged 15 pay the applicable adult fare.

For international travel, unaccompanied minors between 6 and 11 pay 75% of the applicable adult fare. Unaccompanied minors aged 12-15 pay the applicable adult fare.

Please note that we cannot accept unaccompanied children for travel on connecting flights that require a change of aircraft.

When making your reservation, the parents or guardian of the unaccompanied minor must complete and sign the application form for the unaccompanied minor’s transportation. This will include information on both the responsible adult delivering the minor upon departure and the responsible adult collecting the minor upon arrival:

  • Unaccompanied minor’s name
  • Unaccompanied minor’s date of birth
  • Unaccompanied flights/dates
  • Full name
  • Relation to passenger
  • Address in departure/arrival location
  • Telephone
  • Mobile
  • E-mail address

Children under 6 years cannot travel without being accompanied by an adult.

Should the responsible adult who is taking the unaccompanied minor to the airport upon departure, or collecting them on arrival, not be the mother, father or legal guardian of the child, the mother, father or legal guardian will be asked for a notarised letter approving the release of the child to the named responsible adult.

For additional security, unaccompanied minors will not be accepted for all Domestic and International flights of JSC «Air Astana» from 23:00 p.m. to 6:00 a.m. (at the point of origin), even in case of absence of alternative flights. Regardless of arrival time.

Immigration authorities in certain countries require travellers to show proof of a return ticket when crossing their borders. Travellers are advised to refer to the consular section of their destination to ascertain this requirement. In such instances, unaccompanied minors travelling on Air Astana International services are required to be in possession of physical proof of such return travel documents and carry a printed copy of their electronic ticket.

Please make reservations for unaccompanied minors at least 24 hours before their scheduled departure by contacting special.services@airastana.com or your travel agent.

The above provisions are applicable when travelling with Air Astana. In the event that the journey combines two or more airlines, please contact your local Air Astana city or airport ticket office for further advice.

On international through flights with airline partners, unaccompanied minors between 6 and 11 years old pay 75% of the applicable adult fare. Unaccompanied minors aged 12-17 pay the applicable adult fare.

Please note that for safety reasons, when carrying unaccompanied children on Air Astana flights, the minimum adult to child ratio requirement is one accompanying adult for every 15 children.

Equipment for Passengers with Reduced Mobility

 

We strive to make the travelling experience as comfortable as possible for all of our passengers. Some passengers have more difficulty than others in moving between the check-in areas and the aircraft, so we have designed a range of services for passengers in need of assistance. If you have reduced mobility please contact the Air Astana Special Services desk (special.services@airastana.com) to arrange any of the special services listed below with guidelines on what you can expect from us.

Our attentive and caring staff will offer assistance before and after the flight as follows:

Wheelchairs

  1. for passengers who can ascend and descend steps and make their own way to and from the cabin seat but require wheelchair assistance to cover long distances;
  2. for passengers who cannot ascend and descend steps (require carrying), but are able to make their own way to and from the cabin seat (these passengers also require a wheelchair to cover long distances);
  3. for passengers who are completely immobile and require a wheelchair to and from the aircraft (who must be carried up and down steps, and to and from their cabin seat).

If you have your own wheelchair:

We can carry wheelchairs of any type as a checked-in baggage only.

Carriage of wheelchairs is free of charge and does not affect the free baggage allowance.

In order to enable us to give all necessary assistance for wheelchair carriage and to avoid possible inconvenience, please inform us in advance and send your request to special.services@airastana.com no later than 24 hours before departure. We are always delighted to accommodate these requests when the aircraft has space in the hold and the following requirements are met.

1) Manually-powered foldable wheelchairs

We accept equipment of this type to carriage without special restrictions.

2) Battery-powered wheelchairs, as well as other similar mobility aids

 for use by passengers whose mobility is limited by either a disability, their health or age, or temporary mobility problems (e.g. broken leg).

a) Wheelchairs with non-spillable batteries and wheelchairs with lithium batteries (lithium battery must be properly certified with indication that all required tests are made)

Where a battery-powered wheelchair is specifically designed to allow its battery to be removed by the user (e.g. collapsible), it is necessary:

  • To remove the battery. The wheelchair may then be carried as checked baggage without restriction. Removed battery must be carried in strong, rigid packaging.
  • To protect the battery terminals from short circuits.

Where a battery-powered wheelchair is specifically designed to NOT allow its battery to be removed by the user, it is necessary:

  • To protect the battery terminals from short circuits.
  • To attach the battery securely to the wheelchair or mobility aid.
  • Electrical circuits have to be inhibited.

b) Wheelchairs with spillable batteries

Provided that the wheelchair or mobility aid can be loaded, stowed, secured and unloaded always in an upright position then the battery may remain installed in the wheelchair. In this case it is necessary:

  • To protect the battery terminals from short circuits.
  • To attach the battery securely to the wheelchair or mobility aid.
  • Electrical circuits have to be inhibited.

If the wheelchair or mobility aid CANNOT be loaded, stowed, secured and unloaded always in an upright position, the battery must be removed. The wheelchair may then be carried as checked baggage without restriction. Removed battery must be carried in strong, rigid packaging, which must be leak-tight and impervious to battery fluid.

In this case it is necessary:

  • To protect the battery terminals from short circuits.
  • To secure the battery in upright position inside it’s packaging and to surround it by compatible absorbent material sufficient to absorb their total liquid contents if spilled.

Stretchers

Air Astana is able to accept passengers who can be only be transported on a stretcher. In order for us to arrange this service please send your request to special.services@airastana.com at least 72 hours before departure. Please make sure that you arrange your own transportation for arriving at and departing from each airport. We ask that each stretcher case be accompanied by at least one additional passenger.

To enable us to give our passengers the best possible assistance, please provide all necessary information at least 36 hours before departure (72 hours for stretchers). To request special assistance, please contact us at special.services@airastana.com.

Assistance to Visually and Hearing Impaired Passengers

 

At Air Astana we make every effort to ensure that our flights are as comfortable and accessible as possible for all of our customers. Passengers with visual or hearing impairments are welcome to travel on Air Astana flights with an assistance dog at no additional cost. The animal is not considered to be part of the passenger’s baggage allowance. A trained assistance dog may be transported in the cabin at the feet of its owner. Please make sure that the dog is always muzzled and has the required veterinary documents and certificates. Please also notify your agent or our Special Services desk at special.services@airastana.com before you travel.

 

Passengers with impaired hearing can receive the care and assistance of our staff through the check-in procedure. Please advise your travel agent or inform us of your need for this service at special.services@airastana.com.

Carriage of Pets

General Information

Air Astana understands that sometimes our customers need to travel with their pets, as there are times when a family holiday would be incomplete without their furry friend or pets need to relocated to new homes overseas. Our primary concern is to do so as safely and as comfortably as possible.

Air Astana allows small cats, dogs, fish and turtles and tortoises (up to 8 kilos) to accompany passengers in the cabin. When transporting live fish, please specify the number of fish and the size and weight of the container as well as the total overall weight.

Cats and dogs weighing more than 8 kilos can travel in the cargo hold.

Birds and rodents cannot travel in the passenger cabin but can be transported in the cargo hold.

Please advise us of your plans to travel with animals so that Air Astana can confirm their transportation. Please send notification of your intension to carry animals and fish on board Air Astana flights at least 24 hours in advance of your flight departure, to either your travel agent or to the Air Astana Special Services desk (special.services@airastana.com).

Air Astana do everything they can to make the transportation of pets as stress-free as possible. We do request, however, that customers do not present their pets at check-in without having made a preliminary booking for their transportation. Otherwise we cannot guarantee that we will be able to carry your animal.

Please make sure that the container provided is strong enough to keep your pet secure during the journey. The container must have a leak-proof bottom and holes for feeding and ventilation. If the container has wheels, please remove them or immobilise them. The container should be large enough to permit the animal to stand upright and lie down comfortably in its natural position.

You will be asked to provide the following documents for transporting of pets:

  • Your pet’s passport
  • A veterinary certificate
  • An identifying micro chip or tattoo for European countries. This is not necessary when transporting animals within Kazakhstan or to Russia.

Please ensure that you have all the required documentation when you book transport for your pet as they will not be able to travel without them.

Requirements for the transportation of small fish:

  • An aquarium or glass jar with a cover (with apertures for air) and the minimum quantity of water necessary for the wellbeing of the fish. We regret that we cannot transport fish in open plastic bags.

Additional Important Information for International Flights

Air Astana is making efforts to simplify the transportation of your pets as much as possible. However, it should be borne in mind that legislation on the carriage of animals is not the same in different countries.

Entry of pets as baggage is totally prohibited in some countries. Please note that you cannot transport animals to or from India, Great Britain, Ireland, South Africa, Australia. The airline will be fined for the transportation of any pets in carry-on or checked baggage into these countries. Into these countries the animals should be transported only by air waybill.

It is only possible to transport animals out of the United Arab Emirates, Hong Kong. In Malaysia and China (Urumqi, Beijing) it is allowed to bring in/out only the cats and dogs. In Urumqi it is allowed to bring in/out animals only as registered luggage.

Some specific regulations also exist with regards to the transport of animals to and from Thailand:

Almaty – Bangkok

  1. Your pet’s passport
  2. A veterinary certificate
  3. If an animal has a microchip implanted, you should provide the appropriate documents for the chip.
  4. On arrival in Bangkok (after passing passport control) the owner of the animal should go to the Animal Quarantine Office located near the baggage carousel #8 and in front of exit B to inform them that a live animal is being imported into the country.

Bangkok – Almaty

To export an animal from BKK, the owner should go to the Animal Quarantine Office (CE building, Free Zone of Suvarnabhumi Airport) three days prior to departure to get an animal export licence. If a passenger fails to provide the licence they will not be able to export the animal.

Limitation on Number of Pet Units by Aircraft Type

The limitations on the number of pet units per flight vary according to the type of aircraft:

Aircraft type In the passenger cabin As a baggage in cargo compartments
A319, A320, A321, B757, B767 1 business / 2 economy
0 business / 3 economy
2
E190 1 business/1 economy
0 business/2 economy
2

PETC (animals transported in the passenger cabin)

For PETC the maximum weight is 8 kg (17 lb.) including the weight of the container. A passenger can carry only one container.

For safe storage onboard the aircraft the container can be no larger than 30 x 47 x 27 cms for the A320/A321/B757/B767 aircraft and 29 x 43 x 26 cms for the E190.

For transportation of small dogs and cats we recommend that you use a soft bag that has been specially designed for the purpose. These pet travel bags are available at good pet shops. Ordinary soft bags cannot be used for PETC transportation.

AVIH (animals transported as baggage in the cargo holds)

For AVIH the maximum weight is 50 kg including the weight of the container. Animals exceeding this weight limit need be shipped as cargo under an air waybill. Pets over 40 kg must be transported in strong wooden containers.

For AVIH a maximum of two animals of comparable size, weighing up to 14 kg each and used to living together, may be shipped in the same container. Animals over 14 kg must travel individually. Up to three animals under the age of six months and from the same litter may be shipped in the same container.

You will be asked to pay a charge for the transportation of your pets in both the cabin and the cargo hold (including the weight of the container) at check-in. The fare is calculated per kilo and is twice the cost of excess baggage for the route you are travelling, You can check the tariff for excess baggage on our website at Excess Baggage Rates.

If you have any questions please contact special.services@airastana.com.

Special Meals

 

Keeping in mind the individual needs of our guests, we offer a variety of special meals that have been created to suit many specific requirements. You can choose a meal that meets your dietary or other needs, and if you are travelling with your children you can order a meal made especially for our youngest travellers.

Choosing a special meal is an important part of your travel booking process. You can order a special meal at Step 2 of the online booking process on our website (www.airastana.com). Select ‘Make requests for seats and meals’ in the ‘Additional options’, field and click the ‘Next’ button to choose your meal from the list provided. You can also order a special meal when you book a ticket with ticketing or travel agencies.

If for some reason you did not request a special meal when you booked your ticket, you have not missed your opportunity as you can always contact our 24 hour Call Centre on +7 (727) 244 44 77 or send an e-mail to call.centre@airastana.com up to 24 hours prior to departure.

We provide the following meal options:

  • Vegetarian Vegan Meal
  • Hindu Meal (Non-vegetarian Indian meal)
  • Baby Meal
  • Child Meal
  • Bland Meal
  • Diabetic Meal
  • Fruit Plate
  • Gluten-Free Meal
  • Kosher Meal*
  • Low Calorie Meal
  • Low Fat Meal
  • Low Sodium Meal
  • Dairy-Free Meal
  • Raw Vegetarian
  • Seafood
  • Lacto-Ovo Vegetarian Meal (milk and eggs are allowed)
  • Asian/Hindu Vegetarian Meal
  • Jain Vegetarian Meal
  • Oriental Vegetarian Meal

* Kosher Meal is not available on flights departing from Kazakhstan

Call Centre

Air Astana Call Centre

Contact in Almaty:  + 7 (727) 244 44 77
Contact in Astana: + 7 (717) 258 44 77
Mobile: +7 702 702 44 77

Working hours: 24 hours, Mo.-Su.

If you have any queries, please fill in the form here in order to contact us.

Air Astana Special Assistance

Air Astana Special Assistance
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