This document shows an agreement for transportation between the passenger and Polet Airlines.

The passenger is allowed aboard conditional to the presence of a valid ticket.

There are several  methods for purchasing tickets with Polet Airlines:

• in any Polet-Service Travel Agency or other approved agencies
• booking by phone
• booking via email
• booking via internet at Polet Airlines official website
• by purchasing an e-ticket

Ticket issuance

Tickets are issued only upon inspection of appropriate personal identification documents.

Important! Tickets for unaccompanied under-aged passengers flying outside the Russian Federation cannot be issued without a notarized warrant.

All information connected with warrant execution and passport-visa requirements can be specified in a Border Service of Voronezh International by phone: +7 4732 479 415, +7 4732 465 823.

Attention! In cases involving expired visas or other registration materials, the sales agent bears no responsibility.

Ticket payment

Ticket payments through "Polet-Service" agencies may be made: 

• by cash
• by credit card  (Visa, Visa Electron, MasterCard, Maestro, or Union Card)

If payment is made by credit card, the agent must be informed beforehand.

Credit card payment is dependant on the operational condition of the terminal. So, please, be prepared to pay with cash.

Booking by phone

Call +7 4732 204 904 to speak with a call-centre operator who can give you information regarding seat availability on selected flights. Other information available to passengers includes ticket pricing and schedules. Reservation fee is 100 RUB.

Important!  Until the ticket is purchased and properly issued, the booking is considered preliminary.

Booking via email

Address your email to zakaz@polet.ru. Please, state first, middle and last name of the passenger(s), flight number, date of departure/arrival, class preference, and form of payment. After processing, you will receive an email confirming your booking, ticket price and information as to where and when your ticket may be obtained.

Important!  Until the ticket is purchased and properly issued, the booking is considered preliminary.

Booking via internet

On the Polet Airlines website, click "Booking via internet". After completion of the booking process, you will be received a letter confirming your successful booking, the full price of the ticket, and information as to where and when your ticket may be obtained.

There are no extra charges associated with online ticket purchase.

Important! Until the ticket is purchased and properly issued, the booking is considered preliminary.

E-ticket

Our new e-tickets are a fast and convenient form of travel document. E-tickets cannot be lost, forgotten, or stolen. They may be purchased through Polet Airlines official web-site or at one of "Polet -Service" offices.

As confirmation of an e-ticket purchase, you will receive a route-receipt, which contains route information, as well as other transportation details. Polet Airlines recommends you to hold on to this route-receipt throughout the duration of your trip.

E-tickets may be purchased using several methods of payment including credit card, cash (in our offices) or by bank transfer.

Ticket Return/Exchange

If your plans change, you may have your ticket exchanged or refunded.

Ticket returns are allowed only:

• at the same booking office where the ticket was purchased
• at the branch agency, where the ticket was sold. 

The amount of possible surcharges is calculated individually, taking into account valid fare and travel class. 

Additional rules regarding ticket exchange/refund:

• If a ticket return is requested due to reasons beyond the passenger's reasonable control, e.g.. flight cancellation, flight schedule change, flight delay for more than 2 (two) hours, etc., the ticket purchase price is returned in full excluding charges.
• In cases of passenger illness, or illness/death of passengers' family members traveling on the same flight, ticket return is considered compulsory. In such cases the ticket purchase price is also returned in full, excluding charges. In such cases, passengers must provide a valid medical receipt.
• In other cases, differing from those stated above, withheld amounts depend on ticket return time:
  • more than 24 hours before ticketed flight time, no penalty is assessed;
  • 3-24 hours before ticketed flight time, 10% of the ticket cost is assessed;
  • fewer than 3 hours before ticketed flight time, -25% of the ticket cost is assessed. 

Lost tickets

If your ticket is lost, remain calm - you may obtain a replacement. In order to obtain the replacement ticket, you'll need to:

• fill out an application form in a booking office
• pay a duplication fee

Attention! If you need to return or exchange your ticket, you are only entitled to a full or partial refund if you have our original ticket. Replacement tickets may not be refunded or exchanged. Please be alert!