Main Rules for Passenger and Baggage Transportation

Please read the basic rules of Asman Airlines. The airline does not accept animals, birds, pets, VOM, human remains and organs, and dangerous goods. 

If you have any questions related to your flight, please contact our official representatives or the contacts listed in the ‘Contacts’ section.

1. General Provisions

 1.1 These rules regulate the conditions of carriage of passengers, baggage and hand baggage on flights of Asman Airlines (hereinafter referred to as ‘the Airline’). 

1.2 Purchase of a ticket and use of the Company's services implies full consent of a passenger to these rules. 

1.3 The Company reserves the right to change these rules without prior notice.

1. booking and purchase of tickets

 2.1 Ticket booking and purchase is carried out through the official website of the Airline www.asmanairline.kg , accredited agencies and consalidators, as well as in sales offices, corporate divisions, authorised by ‘ASMAN AIRLINES’ LLC, online travel agents (OTA), authorised by ‘ASMAN AIRLINES’ LLC, global distribution system (GDS).

2.2 The ticket is a registered document and is not transferable to third parties.

Asman Airlines is a ticketless airline. It offers a printed itinerary with PNR and booking details. The itinerary is not a transport document. The Booking in our database is the primary record of carriage and in case of any dispute between the itinerary sheet and the Booking in our database, the Booking and its terms and conditions will prevail.

2.3 It is the Passenger's responsibility to provide accurate and complete details when booking and purchasing a ticket.

2.4 Due to dynamic pricing, ticket prices may vary depending on the number of seats purchased. The more seats booked, the more likely prices are to change based on demand.

2.5.Some of our tickets are sold at special/promotional fares which are non-refundable. Passengers may wish to ensure that they have appropriate insurance in case they are unable to utilise such tickets.

• 2.6.The Ticket is and always remains the property of the issuing carrier.
• 2.7.If, during the validity of the Ticket, the passenger is refused a journey because
• Asman Airlines is unable to confirm the booking at the time of the request, Asman Airlines shall not be liable to the passenger.
• the booking, the company shall not be liable to the passenger, except in the following cases
• except in the following cases:
• Extension of the validity of the Ticket;
• Voluntary refund in accordance with clause 10.
• 2.8 In the event of the death of a passenger during the flight, the tickets of the person accompanying the deceased may be altered. This may include cancelling the minimum stay or extending the validity of the ticket to 45 days.
• 2.9 Some fares may limit or exclude your right to change or cancel your booking.
• 2.10. Asman Airlines requests that you provide a valid mobile phone number and email address at the time of booking. This is so that we can notify you of any changes to your flight in a timely manner.
• 2.11 If you have an illness or condition that requires medical or specialised assistance when boarding, disembarking or during the flight:
• You must tell us at the time of booking.
• Your booking may be recorded as a provisional booking by emailing sales@asmanairlines.kg .
• We will confirm your booking once we are satisfied that you have received the necessary medical clearance and that all conditions for a safe flight have been met.

1. Carriage of baggage and hand baggage 

3.1 Hand baggage: 

3.2 Each passenger is allowed to take one piece of hand baggage, weighing no more than 7kg and measuring no more than 55x40x20cm. 

3.3 In addition, you may take one small personal item (e.g. a bag or a laptop). 

3.4 Check-in of baggage: 

3.5. The free checked baggage allowance is set by the fare at which the ticket is purchased. As a rule, it is 15kg per passenger in economy class. 

3.6 The weight of one piece of baggage must not exceed 32kg. In case of excess, the passenger is obliged to pay for excess baggage at the established tariffs.

3.7 Checked-in baggage and hand luggage of a passenger who does not arrive in time for boarding is subject to compulsory removal from the aircraft.

3.8. A passenger is fully responsible for the presence of prohibited items in his/her baggage regardless of the requirements and conditions of the Company set forth by these rules.

3.9. The Company reserves the right to check the weight of a passenger's baggage at the airport of destination. If it is found that the actual weight of the baggage exceeds the weight registered at the point of departure or indicated in the baggage receipt without appropriate payment, the airline has the right to demand payment for the difference between the registered and actual weight.

 3.10. Items prohibited for carriage:

 3.11. It is prohibited to carry dangerous items and substances such as weapons, explosives, flammable liquids, poisonous and radioactive materials in hand luggage and baggage.

3.12. The passenger is obliged to pay for baggage carriage in accordance with the tariffs of Asman Airlines.

Payment for excess baggage is made for whole kilograms:

1-5kg -500 soms (i.e. if a person has 2,300 rounded up to 3, 500 soms are paid)

6-10kg -1000 soms (i.e. if a person has 5,300 rounded up to 6, the fee is 1000 soms)

11-15 kg - 1500 soms (i.e. if a person has 14 kg, 1500 soms is paid), if a person has 15 kg, he/she pays 1500 soms and each subsequent 1 kg 100 soms each.

3.13. Child discounts do not apply to baggage fares.

3.14. When travelling on a complicated route with several connecting flights of the Company, a passenger is obliged to receive and re-check-in baggage and, if necessary, to pay for its carriage on the next flight. The passenger is responsible for the consequences caused by late check-in or non-payment of baggage on connecting flights.

1. Check-in and boarding 

4.1 Check-in for domestic flights starts 1.5 hours and ends 40 minutes prior to departure. 

4.2 Passengers must arrive for check-in and boarding in advance, taking into account the time for all pre-flight procedures. 

4.3. A passenger will not be able to board an Asman Airlines flight if he/she fails to present a valid document for his/her identification: Tunduk, ID passport, public passport, birth certificate and others.

If the passenger fails to provide the required documents at check-in, he/she will be denied boarding. Asman Airlines is not responsible for denied boarding or any consequences related to it.

4.4 If the passenger is late for check-in or boarding, the Company is not responsible for not accepting the passenger on board and the ticket is cancelled without the right of refund.

 If a passenger fails to check-in for a flight at least 35 minutes before departure (or at other time set by the airline), he/she will be declared a ‘no-show’. 

4.5 Asman Airlines shall process on a passenger segment basis. If a passenger does not show up for the first flight, he/she is automatically marked as ‘no-show’, which affects his/her check-in for the second flight.

4.6 If a passenger books two or more flights with different PNRs, ensure that there is enough time between them to make a connection. The flight may experience delays, cancellations, aircraft changes, baggage problems or other operational difficulties.

4.7 Asman Airlines LLP reserves the right to deny a passenger boarding if the check-in requirements and deadlines have not been met.

1. Boarding: 

5.1 Passengers will be required to present one of the identification documents in order to pass the check-in process. In case of absence of the required documents, the airline reserves the right to refuse boarding without responsibility for the consequences of such refusal.

5.2 The Passenger undertakes to strictly comply with all requirements and deadlines specified in the Conditions of Carriage regarding boarding.

5.3 The Passenger acknowledges that announcements of boarding gates and schedule changes may be made orally via airport sound systems or displayed on information screens operated by the airport administration.

5.4 Passengers are responsible for independently checking flight information and boarding status through the flight information display system.

5.5. The passenger realises that the airline and its employees are not obliged to contact the passenger in case of his/her failure to appear at the gate in accordance with these rules.

5.6 The Company shall not be liable to a passenger who for any reason fails to arrive at the gate. Any passenger who fails to arrive at the gate within the specified time limits will be considered as a ‘no show’.

1. Passengers' rights and obligations 

6.1 Passengers are obliged to comply with the rules of behaviour established on board, as well as the crew's requirements.

6.2 Passengers are obliged to take care of their belongings independently, the Company is not responsible for the loss of hand baggage. 

6.3 In case of detection of unattended baggage, the Company has the right to take measures, including its removal for security check.

1. Cancellation and change of conditions of carriage 

7.1 Passengers may change the date and/or time of departure according to the terms of the fare for which the ticket was purchased. Additional change fees are possible.

7.2 In case of flight cancellation due to the fault of the Company, the passenger is provided with an alternative in the form of transfer to another flight or refund of the ticket price.

7.3. If your booking is confirmed according to the fare rules, you can cancel your ticket and get a refund together with taxes and fees, subject to the fare rules. The refund will be made in accordance with Asman Airlines' terms and conditions for cancellations and changes to reservations.

7.4 On cancellation, a cancellation fee will be deducted from the total fare (base fare and fuel surcharge). The remaining amount will be refunded to you, except for the convenience fee and the cost of special services (e.g. prepaid baggage, seat selection, special meals). If you change your booking, the remaining amount will be used for the new booking.

7.5 Asman Airlines does not allow you to change the name on your booking. If there are spelling mistakes in the name, they can be corrected after checking the identification document according to IATA standards. The airline reserves the right to make such changes and may charge a fee for doing so.

7.6 If you change your booking (e.g. rebooking or itinerary change), the balance (after deducting charges) will be applied to the new itinerary. Changes will be accounted for at the prices in force at the time of the change. If the balance is less than the cost of the new itinerary, you will need to pay the difference.

1. Refunds

8.1. Tickets are refunded according to the terms and conditions of the fare for which the ticket was purchased. Refunds for non-refundable fares are not provided.

8.2 In case of force majeure circumstances that force the passenger to cancel the flight, refund is possible upon submission of supporting documents and after their approval by the airline. The airline reserves the right to evaluate and make a decision on refund on the basis of provided documents.

8.3 If you wish to receive the balance after deduction of charges, the refund will be made as follows:

For bookings paid by credit or debit card through the website, call centre or at the airport, a refund will be made to the same card within 15 working days of the request according to your bank's rules.

If the booking was made via online banking on our website, the refund will be credited to the same bank account within 15 working days.

For bookings made through travel agencies or online portals, the refund request must be submitted through these persons.

For bookings paid in cash at the airport, bank details must be submitted to sales@asmanairlines.kg along with the booking details to process the refund.

8.4 Asman Airlines may offer special discounted fares. Such fares may be non-refundable, non-transferable, and do not provide for the possibility of date change.

1. Voluntary refunds

9.1 If a refund is initiated by the passenger for reasons, refunds are made as follows:

 Full unused ticket: 

The passenger will be refunded an amount equal to the fare paid (including taxes, charges, fees, commissions and additional charges in exceptional circumstances) less:

 (i) any applicable cancellation charges if the ticket is restricted; (ii) reasonable service charges;

 and (iii) any fees, taxes, penalties, commissions or liabilities incurred by the airline in connection with the booking or refund.

 Partially Used Ticket: 

The passenger will be refunded an amount equal to the difference between the fare paid (including taxes, fees, commissions and ancillary charges) and the correct fare for the route on which the ticket was used, less: 

(i) any applicable cancellation fees if the ticket has restrictions; 

(ii) reasonable service charges; 

and (iii) any fees, taxes, penalties, commissions or liabilities incurred by the airline.

Voluntary cancellation means that the passenger cancels the booked ticket on their own for any reason. Refunds in such cases will be made as follows:

The Airline reserves the right to decide at its discretion on the refund of non-refundable tickets.

1. Cancellation of passenger transportation 

Asman Airlines Ltd. reserves the right to refuse carriage of a passenger or his/her baggage on any flight, even with a valid ticket and boarding pass, if one of the following events has occurred or there are reasonable grounds to believe that it may occur:

10.1 Refusal of carriage is necessary to comply with applicable government laws, regulations, orders or policies.

10.2 The passenger commits a criminal offence before or after boarding the aircraft.

10.3 A passenger fails to comply with the instructions of ground staff or crew members, interfering with their work.

10.4. The passenger uses threatening, disrespectful, abusive or obscene words, or behaves aggressively towards personnel, crew members or other passengers.

10.5. Carriage of a passenger's baggage may: a) jeopardise the safety of the aircraft, passengers or crew; b) affect the comfort of other persons on board.

10.6. The passenger is intoxicated or under the influence of drugs.

10.7. The passenger refuses to undergo the required security procedures.

10.8. The passenger has not passed security check.

10.9. The passenger has violated aviation safety requirements and by his/her actions creates a threat to flight safety. 

10.10. The Passenger has not paid the fare, taxes, fees or additional services in full.

10.11. The Passenger does not meet visa requirements, does not have valid documents or refuses to provide documents to the crew.

10.12. The Passenger presents a ticket that: a) was illegally purchased; b) is forged or falsified; c) was changed without authorisation; d) was purchased from an unauthorised agent; e) is expired or counterfeit.

10.13. A passenger cannot confirm his/her identity stated in the air ticket.

10.14. The Company has notified the passenger about his/her inclusion in the ‘Black List’.

10.15. Schedule, delays, cancellation of flights

1. Schedule

11.1 Flight times and durations stated in the Asman Airlines timetable may change between the date of publication and the date of your flight. The airline does not 

11.2 Asman Airlines is committed to providing a timely and quality service, making every effort to minimise delays in the transportation of passengers and their baggage. We endeavour to follow the published schedules current on the date of your journey, however the times shown on the schedules are subject to change at any time and the airline will not be liable for any loss arising from such changes.

11.3 Asman Airlines is not responsible for errors or omissions in the timetables or for statements made by its employees, agents or representatives as to the departure, arrival or performance times of flights.

11.4 The passenger has the right to compulsory refund if the change in the schedule is unacceptable to him/her and the airline or authorised agent is unable to offer an alternative flight that satisfies the passenger.

1. Cancellations and delays

12.1 Delays in departure and flight time of an aircraft to its destination may occur due to reasons beyond the control of Asman Airlines, such as bad weather or air traffic controllers' strikes. The Company will take all reasonable measures to minimise delays in transportation of passengers and their baggage, including possible arrangement of a flight by another aircraft, another airline or a combination thereof.

12.2 In case of flight cancellation, inability to perform the flight as scheduled or inability to make a stopover at the destination or transit point, the passenger has the right to choose one of three available options:

(a) First option: the Airline will transport passengers and their baggage on the nearest available Asman Airlines flight. If required, the validity of the ticket will be extended.

1. b) Second option: The passenger and their baggage will be transported to their destination on another flight or other agreed means and class of service. In the event of a difference in fares, taxes and charges, the passenger is obliged to cover the relevant costs.
2. c) Third option: The airline will make an involuntary refund in accordance with clause 8 of the conditions of carriage.
3. Other conditions

13.1 In case of conflict situations passengers can contact the Airline's support service or authorised representatives on the spot.

13.2. The passenger acknowledges that personal data provided to Asman Airlines for booking and receiving additional services may be used by the company and its partners to provide these services, and may also be transferred to government agencies in connection with the trip. The passenger agrees that this data may be used to check for online fraud and to improve interaction with the airline. The passenger also understands that the airline or its partners may contact him/her by e-mail or other means to inform him/her about the status of the booking, changes in services, new offers or promotions.

13.3. The passenger is obliged to reimburse the Airline for any expenses incurred as a result of his/her actions, including repair or replacement of damaged property, compensation to victims, as well as expenses related to flight delays, while the airline reserves the right to use the cost of the unused ticket or any available funds to cover these costs.

13.4. If a passenger becomes ill during a flight due to a pre-existing condition or pregnancy, the passenger is obliged to reimburse the Airline for all costs associated with on-board treatment, ground transportation, payment of medical services to third parties, as well as any costs associated with rerouting the aircraft for medical assistance, and the Airline may use the value of the unused ticket or other available funds of the passenger to cover these costs.

13.5. If the Airline provides the passenger with transfer services to/from the airport, the Airline shall not be liable for any loss, damage, costs and expenses caused by delays in the service, for death or personal injury unless the passenger proves that this occurred due to the negligence of the Airline, as well as for damage to or loss of baggage, including theft, unless it is proven that this is a direct result of the negligence of the Airline.

13.6. In the event of death or any other personal injury sustained by the Passenger on board the aircraft or during boarding or disembarking from the aircraft, the liability of the Airline (for international flights, including the domestic segment of international flights) will be governed by the relevant provisions of the Aviation Regulations of the Kyrgyz Republic and ICAO.

13.7. The Airline shall not be liable for any illness, injury or disability, including death, related to the physical condition of the Passenger or for the deterioration of such condition.

13.8. The Airline does not accept and expressly disclaims any liability to any passenger, natural or legal person for any direct or indirect loss or damage, injury, illness, ill health or death caused to any such passenger or person(s) in connection with any disease, epidemic or pandemic, including COVID-19, or contracting any such disease as a result of an epidemic or pandemic, on board the Airline’s flight or during any embarkation or disembarkation operations or otherwise during travel with Asman Airlines.

13.9. All disputes arising during carriage shall be settled in accordance with the laws of the country of registration of Asman Airlines.

13.10. If a passenger wishes to file a claim or complaint, he/she must notify Asman Airlines by e-mail sales@asmanairlines.kg within 10 working days from the occurrence of the situation giving rise to the claim. All notifications must be submitted in writing and sent within the specified time to the airline's official email address.

Conclusion

These rules are an integral part of the contract for the transportation of passengers and baggage and are intended to ensure a comfortable and safe flight for all passengers of Asman Airlines