In accordance with Consumer Right Protection Law and other laws and regulations of the Republic of Kazakhstan, you are entitled to:
- get consultative and information assistance related the carriage process;
- get first aid;
- get catering services;
In a case of delay, cancellation, change of route due to fault of Carrier, Сarrier is obliged to provide you by:
1) nursery room for passenger with a child under the age of seven years old;
2) two telephone calls, including international communication lines, no more than five minutes or two e-mails in a case of waiting for the departure more than two hours;
3) refreshing drink in a case of waiting for the departure more than two hours;
4) hot meals in a case of waiting for the departure more than four hours and further: every six hours – in the daytime; every eight hours – at night time;
5) hotel accommodation , in a case of waiting for the departure more than eight hours – in the daytime, and more than six hours – at night time;
6) transport from/to the airport to/from hotel if hotel is provided with no additional charge.
Services specified in this paragraph are provided to passengers with no additional charge.
In a case of flight cancellation or delay due to fault of Carrier for the period more than ten hours, Carrier is obliged by choice of the passenger:
1) to ensure the carriage of passenger by the next flight to the destination specified in the ticket, with the provision of the above mentioned services;
2) to return to passenger regular ticket price.
Passenger in accordance with the Transport Law is entitled to:
Demand penalty at the rate of 3 percent of the ticket price for each hour of delay, besides amends, in a case of passenger carriage delay due to fault of Carrier.
If you have any complaints about the conditions of carriage you can apply to the authorized bodies by the telephone numbers of “hot line” 8 (7172) 286396; 286393 or web site: dkgsen-transport.kz.