Question 1

How can I contact Smartavia customer service?

Accepted Answer

Smartavia offers a 24/7 call center. Within Russia, you can use the toll-free number +7 800 200 00 55. For international calls or other options, you can reach them at +7 495 970 00 55 (free for subscribers, operator charges may apply) or +7 809 505 66 99 (paid call, cost from 69 ₽ per minute). You can also reach them via social networks or messengers.

Question 2

What are Smartavia's carry-on baggage allowances?

Accepted Answer

All Smartavia tickets include a free carry-on baggage allowance of one piece up to 10 kg. For Smart Lite or Smart fares, the dimensions must not exceed 40 cm x 30 cm x 20 cm. For Smart Pro fares, the maximum dimensions are 55 cm x 40 cm x 20 cm. Additionally, passengers may carry a ladies' handbag, briefcase, or a small backpack (max 30 x 25 x 7 cm and up to 3 kg), along with essential items.

Question 3

What are Smartavia's checked baggage allowances?

Accepted Answer

Checked baggage allowance depends on the fare purchased. Smart Lite fares do not include free checked baggage. Smart and Smart Pro fares include one piece of checked baggage up to 23 kg, with the sum of three dimensions not exceeding 203 cm. Passengers under 2 years old not occupying a separate seat are allowed one piece of baggage up to 10 kg (total dimensions no more than 115 cm).

Question 4

How can I pay for excess or oversized baggage?

Accepted Answer

If your baggage exceeds the free allowance in terms of weight, dimensions, or number of pieces, it can be transported for an additional fee. It is recommended to purchase additional baggage allowance online through the Smartavia website or call center in advance, as airport fees are considerably higher. For oversized baggage, it is necessary to contact the airline in advance to confirm transportation feasibility.

Question 5

What is Smartavia's refund policy for tickets?

Accepted Answer

Refunds are categorized as voluntary or involuntary. Voluntary refunds are made according to the conditions of the selected fare (e.g., "Light" and "Optimal" fares are generally non-refundable, while "Advanced" fares may be refundable with fees). Involuntary refunds, due to flight cancellation/change, or illness/death of a passenger or close relative, are typically processed as cash refunds or Smart Vouchers, depending on the ticket purchase date and flight circumstances. To initiate a refund, you must notify the airline before check-in closes.

Question 6

How do I change or cancel my Smartavia flight?

Accepted Answer

To change or cancel your ticket, you must notify Smartavia before the flight's check-in closes. This can be done through "My reservations" on the website, by contacting the call center, using official written communication channels, or visiting a sales office. Voluntary changes or cancellations are subject to fare rules and applicable fees. If you miss the first segment of a multi-segment booking without prior notification, subsequent flights may be automatically canceled.

Question 7

How and when can I check in for my Smartavia flight online?

Accepted Answer

Smartavia's online check-in is available from 24 hours up to 3 hours before your flight's scheduled departure. You can check in via the "Manage my Booking" section on the website. After checking in, you can print your boarding pass or save it to your mobile wallet.

Question 8

Does Smartavia offer special assistance for passengers with reduced mobility or those traveling with pets?

Accepted Answer

Yes, Smartavia offers special services. For wheelchair assistance, passengers should contact the airline as soon as possible to inform them of the requirement. Pets can be brought in the cabin if they meet weight and size limitations; otherwise, they must be transported in the aircraft's hold. Wheelchairs, crutches, canes, walkers, and baby strollers are transported free of charge.

Question 9

What should I do if my Smartavia flight is delayed or cancelled?

Accepted Answer

If your flight is delayed or cancelled, Smartavia will notify you. You can call +7 495 970 00 55 free of charge from the number specified during booking within 10 days of receiving an SMS notification about the delay/cancellation. For involuntary refunds due to flight changes or cancellations, specific rules apply, and you should contact the place of ticket purchase or the airline.

Question 10

How can I call Smartavia customer service from another country?

Accepted Answer

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

Phone Line	Phone
Call Center
Call Center (Moscow)	+7 495 970 00 55 Call now 24/7
Paid Call Center	+7 809 505 66 99 Call now 24/7
Head Office / Call Center
Call Center Russia	+7 800 200 00 55 Call now 24/7

Smartavia Customer Service Number, Support Phone & Contact Info

About Smartavia & Customer Service

Smartavia's Customer Service Phone Numbers

Frequently Asked Questions (FAQ)