Please note: permission for a refund due to passenger illness is always granted by the airline; the agent only processes the official request to the carrier.

Please provide supporting documents that fully meet the airline's requirements. If the passenger's documents do not comply with the requirements, we will not be able to send them to the airline: this is prohibited.

According to Aeroflot airline rules, requests for involuntary refunds due to medical reasons are not considered if the booking cancellation (passenger removal from the flight) is made more than one day before the onset of the passenger's illness (hospitalization) date. Please consider this requirement when submitting a ticket refund request due to illness and confirming removal from the flight.

The following can be provided as confirmation:

• sick leave certificates (certificates of incapacity for work);

• extracts from a medical institution (hospital) with hospitalization dates;

• certificates on medical institution letterheads;

• vouchers for electronic sick leave certificates (ESLC) or printouts of ESLC, certified by the signature and personal seal of the doctor who issued the ESLC / chief physician / head of department or by the signature of an official (HR department / accounting / manager) and the seal of the organization specified as the place of employment, or by the employment service at the place of registration.

The document must necessarily contain:

• the period of illness or incapacity for work (in ESLC), including the departure date of the first unused flight on the ticket;

• the position, full name, and signature of the doctor (paramedic, midwife) who issued the document;

• the personal seal of the doctor (paramedic, midwife) who issued the document — usually a round 'DOCTOR' seal;

• the seal of the medical institution, the impression of which contains the full name of the medical organization that issued the document;

• details of the medical institution (address, contact information) — the document must be issued on the letterhead of the medical organization or contain the stamp of the medical organization.

For medical reports (not certificates), the following are also required:

• signatures and personal seals of specialist doctors who participated in issuing the medical report,

• signature of the head of the medical organization,

• in case the medical report is issued by a medical commission — signatures of the members and the head of the medical commission.

Medical reports and certificates must be issued within 3 working days after the completion of medical procedures.

All impressions on documents must be clear, and entries — legible and easily readable.

All documents must be scanned or photographed in color, good quality, and without extraneous objects in the frame.

All documents are accepted for consideration in Russian or English.

If the original document is not in Russian or English, a color scanned copy of a notarized translation into Russian must be attached. In this case, not only the text of the document but also all information contained in the medical institution's stamp must be translated into Russian.

For refunds of tickets for passengers traveling on the same flight as the sick person, a document confirming kinship must be submitted (marriage certificate, birth certificate, divorce certificate — depending on the family relationship and passengers' surnames). 

According to the Family Code of the Russian Federation, close relatives and family members are understood to be — spouses, parents and children (adoptive parents and adopted children), grandparents and grandchildren, full and half-siblings.