Question 1

How can I check my flight status with RusLine?

Accepted Answer

You can check your flight status online on the RusLine official website or by contacting their 24/7 Call Center.

Question 2

What are the general baggage allowances for RusLine flights?

Accepted Answer

Carry-on baggage allowance typically includes one piece with maximum dimensions of 40x30x20 cm and a weight limit of 10 kg. Checked baggage limits depend on the fare type; Light Fares usually do not include checked baggage, while Classic and Optimum Fares generally allow one piece up to 20 kg. The maximum total dimension for any checked bag is generally 203 cm.

Question 3

How can I pay for excess or oversized baggage?

Accepted Answer

Excess or oversized baggage can be paid for at the departure airport during check-in, online on the RusLine website when issuing or checking in for a ticket, or by contacting the airline's Call Center. Heavy baggage (over 30 kg) and oversized baggage (dimensions exceeding 203 cm) require prior agreement with the airline.

Question 4

What is RusLine's policy on flight changes and cancellations?

Accepted Answer

You may make changes to your ticket no less than 24 hours before the flight departure time. In case of an involuntary cancellation or delay of a RusLine flight, a full or partial refund is allowed without fees or penalties, in accordance with your fare terms. If you receive advance warning about a departure time change, you must state your disagreement and cancel your booking to be guaranteed a refund.

Question 5

How do I request a refund for my ticket?

Accepted Answer

An e-ticket can be refunded by the passenger or their authorized representative. The terms and expiry date for a ticket refund are determined by the fare conditions. For involuntary refunds due to flight cancellation or delay, you need to send a request with your ticket number and desired exchange options to 5555@rusline.aero. For voluntary refunds, a service charge of 750 RUB per flight stage applies for tickets bought on the website. Refund money is typically transferred to the bank card used for purchase within 3 to 30 business days.

Question 6

What should I do if there is a mistake in my name or surname on the ticket?

Accepted Answer

No mistakes are allowed in the name and surname on the ticket. If there is a mistake, you should exchange the ticket.

Question 7

Can I get a refund if I miss my flight due to illness?

Accepted Answer

An involuntary cancellation due to passenger illness is recognized, provided the carrier is notified before the check-in deadline for the flight. Supporting medical documents, such as sick-lists or medical summaries, are required.

Question 8

How and when can I check in for my RusLine flight?

Accepted Answer

Online check-in is available on the RusLine website, allowing you to receive an electronic boarding pass with a QR code. Check-in at the airport typically opens 1 hour 40 minutes before departure for domestic flights and 3 hours for international flights, though some airports may have individual timings.

Question 9

Can I travel with pets on RusLine flights?

Accepted Answer

RusLine generally permits the transport of domesticated cats, dogs, and birds either in the cabin or in the baggage hold, depending on their size and weight. Small pets in carriers (max 45x35x25 cm, up to 8 kg including carrier) can travel in the cabin. It is essential to book this service well in advance due to limited availability.

Question 10

How can I call RusLine customer service from another country?

Accepted Answer

If you need to call RusLine from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

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