Travel information

Travel information
Hand baggage
Baggage
Electronic devices
Seat allocation
Traveling with children and infants
Meal and onboard services
Musical instruments' transportation
Travel documents
Check-in and boarding rules
Priority boarding
Congratulations on board
Passenger behaviour rules
Important information
Delivery of parcels and documents
Cargo Services
Social responsibility
FlyAndFun: On-board entertainment system
Special services

Baggage

Checked Baggage

  • Dimensions of one check-in baggage piece must not exceed 158 cm in 3 dimensions.
  • The maximum weight allowance of check-in baggage per piece is 32 kg.
  • 1 passenger can purchase no more than 60 kg of baggage allowance.
  • Baggage can be accepted* for check-in at the airport before check-in closure. Therefore, you should arrive at the check-in counter at least 2 hours before departure.
  • FlyArystan operates on a point-to-point basis. This means onward flights are considered separate journeys or separate sectors. Therefore, you need to claim your baggage from your first sector flight and re-check it for the subsequent flight. You must check in again at the check-in counter to obtain your boarding pass. In the case of online check-in, you also need to prepare printed boarding passes for each route. The passenger is responsible for the consequences caused by being late to check in/lack of check-in for connecting flights of the airline.


    *At airports in Kazakhstan, passengers check in their baggage on their own at the iJan self-service kiosk and drop it off at the FlyArystan Baggage Check-in counter no later than 40 minutes before the scheduled departure time. At foreign airports, the passenger checks in online for free in advance (or at the airport for a fee) and approaches the FlyArystan check-in desks to check documents for security purposes, check-in and baggage drop-off no later than 60 minutes before scheduled departure. Read more about the check-in and boarding deadlines by clicking here.


Pre-paid baggage

Should be purchased in advance 

  • at the website via the tab "Extras"
  • via the mobile application via the section "My Bookings"
  • via Contact Centre
  • at the travel agency

No later than 2 hours before scheduled departure on domestic routes and no later than 3 hours before scheduled departure on international ones.

 Learn more about rates
Excess baggage

Excess baggage should be paid for each kg. Rounding is calculated as follows:

  • Up to 500 g to a whole kilogram to a lesser degree
  • 500 g and over to a whole kilogram to a higher degree
 Learn more about rates
Actual baggage

Previously unpaid baggage is subject to payment at the rate for each kg of its weight. Rounding is calculated as follows:

  • Up to 500 g to a whole kilogram to a lesser degree
  • 500 g and over to a whole kilogram to a higher degree
 Learn more about rates

You can take free of charge as checked-in baggage the following items:

    • one foldable baby stroller for each small child (max age 5 years). Learn more here.
    • wheelchairs. Learn more here.
    • an assistance dog. Learn more here.

Carriage of food

Meat and fish products

Meat and fish products  (frozen, smoked, jerked, salted and etc.)

 

Carriage requirements:

  • Accepted for carriage only as checked-in baggage.

*For international flights, a veterinary certificate should be provided

 

Packaging requirements: Moisture-resistant, three-layer, durable packaging. For example: meat/fish-> dense polyethylene ->paper/cardboard-> dense polyethylene

 

 

 

Milk and fermented milk

 

 

  

 

Milk and fermented milk products

Carriage requirements:

  • Accepted for carriage cooled only as checked-in baggage
  • Marked with “Limited Release” tag

Packaging requirements: 

The container must be:

  • 1/5 empty
  • Safe and tightly closed
  • Packed in three-layer polyethylene to prevent it from leaking
  • Packed in a box

 

 

 

 

Honey and other jelly-like products

 

 

 

        

 

Honey and other jelly-like products (jam)

Carriage requirements:

  • Accepted for carriage only as checked-in baggage

Packaging requirements: 

  • Original packaging
  • Container volume is no more than 1 liter
  • Packed in three-layer polyethylene to prevent it from leaking
  • Packed in a box

Security

If the checked-in baggage contains any of the following items FlyArystan cannot be liable for any loss, damage or delay.

  • cash, securities
  • jewelry, precious metal, precious and semi-precious stones
  • computers, cameras, mobile phones, or other electronic devices and their accessories
  • official, business, or private documents
  • travel or other identity documents
  • keys
  • liquid
  • medicine
  • pieces of art and fine art
  • perishable items

Some airports may have further restrictions on items that can be carried in hand baggage and/or in checked-in baggage. In such cases, the airport’s regulations prevail.

Note: you can find the security policy of the airports on the official websites of the airport.

It is forbidden to transport suitcases, parcels, and other items taken from unauthorized persons on civil aircraft.

 

Dangerous goods

Passengers are forbidden to carry any dangerous goods both in the hand baggage and/or in the checked-in baggage:

  • forbidden by any applicable laws, regulations, or orders of any state to be flown from, into or over
  • not suitable for carriage because of its weight, size, or any other unusual characteristics
  • portable electronic smoking devices powered by batteries, including electronic cigarettes, electronic thin cigars, electronic cigars, electronic tubes, personal vaporizers, electronic nicotine supply systems
  • firearms, ammunition, and explosives including weapons for hunting, sporting purposes, and air weapons
  • flammable substance
  • radioactive materials
  • compressed and condensed gas (including aerosols)
  • poisonous or infectious substances
  • corrosive substances
  • magnetic, harmful, or malodorous substances and irritants
  • briefcases and security type attaché cases with built-in alarm devices, lithium batteries
  • pyrotechnical material
  • substances with a high oxygen content, e.g. peroxides and bleaching powder
  • items that endanger the safety, property, life, health, and bodily integrity of passengers and crew members onboard
  • remains of human bodies
  • any glue or paint
  • any items specified in the International Civil Aviation Organization (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (IATA) Dangerous Goods Regulations

If you've packed any of these items, we may not be able to check in your baggage. If you still have questions, please contact us via “Email Us” on our website or by contacting the FlyArystan Contact Centre before you pack your baggage.

It is the passenger’s responsibility to respond to all requests from security authorities if required. If your baggage is not transported because you failed to fulfill requests from security, FlyArystan will not be liable for any associated cost.

Limited Liability Tag

Damaged, fragile, bulky, inadequately packed, late check-in and oversized baggage will only be accepted for carriage with a Limited Release baggage tag. FlyArystan cannot accept liability for such items.

Lithium batteries

Whether or not a lithium battery can be carried by air depends on its configuration and either Watt-hour (Wh) rating (for rechargeable lithium-ion batteries) or Lithium Content (LC) (for non-rechargeable lithium metal batteries).

When carrying consumer electronic devices (watches, cameras, mobile phones, laptop computers, etc.) containing lithium metal or lithium-ion batteries, spare batteries must be individually protected to prevent short circuits (by placement in original retail packaging or by otherwise insulating terminals, e.g. by taping over exposed terminals or placing each battery in a separate plastic bag or protective pouch) and carried in hand baggage only.

Don’t put spare batteries in your checked-in baggage!

In addition, each installed or spare battery must not exceed the following:

  • Lithium metal batteries cannot contain more than 2 grams of lithium.
  • Lithium-ion batteries cannot have a watt-hour rating of more than 100 Wh.

Lithium-ion batteries exceeding a watt-hour rating of 100 Wh but not exceeding 160 Wh may be carried as spare batteries or in equipment in cabin baggage only, after the approval of FlyArystan. No more than two (2) individually protected spare batteries with watt-hour ratings between 100 and 160Wh may be carried per person.

Portable electronic devices with batteries installed or spare batteries, having the criteria above stated in this paragraph limits IS FORBIDDEN TO BE CARRIED AS PASSENGER BAGGAGE.

Please note, that a regular laptop lithium-ion battery has a capacity of approximately 53 Wh.

 

Personal small motorized vehicles, lithium battery-powered such as:

  • hover-board
  • mini-segway
  • air-wheel
  • solo-wheel
  • balance-wheel
  • and others similar to all listed above devices

are completely forbidden to be carried by passengers in the hand baggage and/or in the checked-in baggage.

 

Lost and damaged baggage

If your baggage is lost, damaged, or delayed, you can file a report upon arrival at your destination city.

  • visit the “Lost and Found” or “Baggage Claim” desk in the arrival area and fill out a Property Irregularity Report (PIR)
  • if no report is filed at the destination airport, we cannot accept responsibility.

To return mishandled baggage to its owner as soon as possible, all baggage items must be marked with the passenger's name and address before check-in.

Damaged baggage

We take liability for damage in the following ways:

  • In all cases such as baggage non-arrival, damage and etc. the Property Irregularity Report is filled in. This procedure should be done immediately before leaving the arrival lounge of the airport.
  • In the case of baggage delay on domestic flights, FlyArystan pays 10% of the cost of tickets for every day of delay but not more than 50 %.
  • If the baggage is unsuitably packed, liability will be reduced.
  • Please report damage to your hand baggage (including clothing) on board or before leaving the transit area.
Submitting claims and complaints:

Complaints can be sent via “Email Us” (In the field "Type of feedback" select "Complaint" and select the category "Damaged/Lost baggage").

To help us process your claim quickly, please enclose a copy of the Cabin Report or Property Irregularity Report provided to you on board or at the airport when you made your report. Please also provide your contact and bank account details to which indemnity (if any) can be transferred.

Any questions? Find answers here

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