Frequently Asked Questions
Find answers to the most common questions about our airport services, procedures, and facilities.
Air tickets can be purchased at the airline sales offices located in the airport terminals. You can also purchase tickets online through airline websites or contact airline call centers. For assistance, please visit the airport information desk or contact us at +7 728 241 2345, +7 771 876 0555.
Check-in counters for airlines are located in the departure halls of the terminals. The exact location of each airline's check-in counters is indicated on information boards and can be found at the airport information desk. Air Astana and FlyArystan counters are typically located in the main departure area.
The cost of CIP/VIP services varies depending on the service package and flight type. For detailed pricing information, please contact our VIP service desk or visit the airport information desk. You can also call +7 728 241 2345, +7 771 876 0555 for more information.
Yes, the terminals are equipped with mother and child rooms. These facilities provide a comfortable space for mothers with infants and young children, including changing facilities and feeding areas. The rooms are located in the departure areas and are clearly marked with signage.
To re-book, change, or transfer air tickets, you need to contact the airline directly through their sales office, call center, or website. Each airline has its own policies and fees for ticket changes. Please note that ticket changes are subject to the terms and conditions of your fare type and the airline's policy.
Our airport is fully accessible for passengers with disabilities. We provide wheelchair assistance, accessible restrooms, elevators, and ramps throughout the terminals. Special assistance is available for check-in, security screening, and boarding. Please inform your airline in advance or contact our special assistance service at +7 728 241 2345, +7 771 876 0555.
The airport provides accessible entry and exit points for persons with disabilities, including ramps, elevators, and designated parking areas. Assistance services are available free of charge. For more information about accessibility services, please contact our special assistance desk or call +7 728 241 2345, +7 771 876 0555.
Yes, prayer rooms (namazkhana) are available in the terminals. These facilities are located in the departure areas and are open 24/7 for passengers who wish to perform religious rites. The rooms are clearly marked with signage.
Yes, solid food items such as butter and boiled meat are generally allowed in hand luggage. However, liquid food items are subject to the 100ml liquid restriction. Please check with your airline for specific restrictions, and note that some countries may have additional restrictions on bringing food items.
Raw meat and products containing raw meat are generally not allowed in hand luggage due to health and safety regulations. They may be transported in checked luggage, but you must comply with customs and phytosanitary regulations of both departure and destination countries. Please check with your airline and relevant authorities before traveling.
The cost of excess baggage varies by airline and route. Each airline sets its own rates for excess baggage, which are typically calculated per kilogram. Please contact your airline directly or check their website for specific excess baggage fees. You can also inquire at the airline check-in counter on the day of travel.
Yes, self-check-in kiosks are available in the departure halls. These kiosks allow you to check in for your flight, select seats, and print boarding passes. The kiosks are user-friendly and support multiple airlines. If you need assistance, airport staff are available to help.
Transportation of deceased persons requires special arrangements and documentation. You must contact your airline well in advance to make arrangements. Required documents typically include death certificate, embalming certificate, and other legal documents. Please contact your airline's cargo or special services department for detailed requirements.
Traveling with animals requires advance arrangements with your airline. Each airline has specific policies regarding pet transportation, including size restrictions, carrier requirements, and health certificates. Pets may travel in the cabin (small pets) or in the cargo hold. Please contact your airline at least 48 hours before travel to make arrangements.
Compensation for flight cancellations or delays depends on the airline's policy, the reason for the cancellation/delay, and applicable regulations. Passengers are typically entitled to rebooking, refunds, or accommodation depending on the circumstances. Please contact your airline directly for information about compensation and your rights as a passenger.
If your luggage is damaged, report it immediately to the airline's baggage service office at the airport before leaving the baggage claim area. You will need to fill out a Property Irregularity Report (PIR). Keep all documentation and receipts. The airline will investigate and may provide compensation or repair services according to their policy.
Luggage storage services are available at the airport. The cost varies depending on the size of the item and the duration of storage. For current rates and availability, please visit the luggage storage facility in the terminal or contact the airport information desk at +7 728 241 2345, +7 771 876 0555.
Hand luggage can contain personal items, electronics, medications, and small amounts of liquids (containers up to 100ml in a transparent bag). Prohibited items include sharp objects, weapons, explosives, and certain liquids. For a complete list of allowed and prohibited items, please refer to our Security & Customs page or contact airport security.
Yes, medicines and baby food are allowed in hand luggage, even if they exceed the 100ml liquid limit. However, you should declare them at security screening and may be asked to provide documentation. It's recommended to carry prescriptions for medications and only bring necessary amounts. Baby food should be in reasonable quantities for the journey.
When traveling internationally with a minor child, you may need notarized consent from the other parent, especially if the child is traveling with only one parent. Requirements vary by destination country. Please check the entry requirements of your destination country and contact the relevant embassy or consulate for specific documentation requirements.
Health certificates for pets are issued by licensed veterinarians, not at the airport. You must obtain a health certificate from a veterinarian before travel, typically within 10 days of departure. The certificate must be in the format required by your destination country. Please contact a local veterinarian and check the requirements of your destination country well in advance of travel.