Aeroflot: Information for Passengers with Transaero Tickets Purchased through Agencies

Russian airline Aeroflot is notifying passengers who purchased Transaero tickets that they are entitled to refunds by the third-party agencies that originally sold the tickets.

Following the collapse of a takeover plan, operations of Transaero are expected to cease. Aeroflot has undertaken that all obligations to Transaero’s passengers will be fulfilled (passengers are guaranteed transportation or a refund in the event that a flight is cancelled).

According to an announcement on Aeroflot’s website on Wednesday, there have been reports of a number of instances of passengers who purchased Transaero tickets being refused refunds by the third-party agencies.

“Management is concerned by these reports, given that the agencies sold tickets and received agents’ commissions from Transaero, and have no basis for refusing to give refunds”, the announcement reads.

Aeroflot says that Transaero will honour all obligations regarding refunds for tickets sold by agencies if a passenger applies for and is refused a refund by the agency in question. In such cases passengers should contact Transaero’s sales offices office with documents confirming the agency’s refusal to provide a refund. Applications will be resolved on a case-by-case basis.

Tickets purchased at Transaero sales offices in Moscow will only be refunded at the sales office at 2 Paveletskaya Square, Building 3 (Paveletskaya metro station). The points of sale in Vnukovo and Domodedovo airports and the sales office at 11A Zubovsky Boulevard (Metro “Park Kultury”) cannot process refunds.

Passengers may return:
– Transaero tickets for travel after 00:00 on 15 December 2015
– Transaero return tickets with the outward leg before 15 December and the return leg after 15 December
– Transaero tickets for cancelled flights, if the passenger finds the offered alternative unsuitable.

Refund rules are posted on Transaero and Aeroflot’s webites and social-media accounts.