Question 1

How can I book a flight with Turkmenistan Airlines?

Accepted Answer

Search for your dates on this website, choose your flight and pay by card. You do not need an account — you can book as a guest. Once your payment is confirmed, your booking reference is issued and your ticket is sent to the email address you gave at booking. Tickets are also sold at Turkmenistan Airlines ticket offices in Turkmenistan and through our authorised agents abroad.

Question 2

Can I change or cancel my flight after booking?

Accepted Answer

Not on this website. Bookings made here cannot be changed or refunded online. If you need to change or cancel your journey, contact us at support@turkmenistanairlines.com with your booking reference, as far ahead of departure as you can. What is possible, and any charge for it, depends on the conditions of the fare you bought — those are shown before you pay.

Question 3

There is a mistake in the name on my booking. What do I do?

Accepted Answer

Passenger names must match the travel document used for the journey. If you notice a mistake, contact us straight away with your booking reference. Whether it can be corrected depends on the kind of error. A booking cannot be transferred to a different passenger.

Question 4

How will you tell me if my flight changes?

Accepted Answer

By phone or SMS to the number given at booking, and by email to the address given at booking. Please make sure both belong to you and are correct — those are the only details we can reach you on.

Question 5

I have not received my ticket. What should I do?

Accepted Answer

Tickets are emailed once payment has been confirmed. Check the spam folder of the address you used at booking first. If it has not arrived, write to support@turkmenistanairlines.com with the name of the passenger and the date and route of the flight, and we will resend it.

Question 6

What is my free baggage allowance?

Accepted Answer

On international flights, economy carries one piece of up to 32 kg and business two pieces totalling 40 kg, 20 kg each. Hand baggage counts towards those figures. On domestic flights the allowance is 20 kg including hand baggage. The number of pieces is not limited, but no single piece may weigh more than 32 kg or measure more than 100 × 50 × 50 cm. Some fares carry a different allowance, so check the conditions shown with your ticket. The full table, including domestic flights and the size limits, is on the Baggage page.

Question 7

What can I take as hand baggage?

Accepted Answer

One personal item — a briefcase, laptop bag or handbag — weighing up to 5 kg and measuring no more than 50 × 40 × 20 cm. Items not allowed in the cabin follow EU Regulation 2015/1998: the usual restrictions on sharp objects, flammable substances and liquids apply.

Question 8

How much does excess baggage cost?

Accepted Answer

Charges are set per additional piece and differ by direction. From Ashgabat to Istanbul, Frankfurt, Beijing, London or Delhi it is 280 manat per extra piece. In the other direction it is USD 80 from Istanbul, London or Delhi, and USD 150 from Beijing. Excess baggage is paid at the airport ticket desk or an airline office. Keep the receipt — you present it at check-in to be issued a boarding pass. All charges by direction are listed on the Baggage page.

Question 9

Are there special guidelines for oversized or sports equipment?

Accepted Answer

A piece measuring more than 50 × 50 × 100 cm is treated as oversized and charged separately, whatever it weighs. After weighing, airport staff will direct you to the cash desk or an airline representative for payment. For sports equipment, musical instruments or anything unusually shaped or fragile, please contact us before you travel so we can confirm how it will be carried.

Question 10

My baggage is missing or damaged. What do I do?

Accepted Answer

Report it before you leave the baggage hall. At Ashgabat International Airport the desk marked “Lost or damaged baggage” is on the first floor of the arrivals hall; staff there complete the report and explain what happens next. If you have already left the hall, the decision on issuing a report rests with an airline representative. Damage must be reported no later than seven days after you collect your baggage. Baggage enquiries: +993 12 23-20-35 or t5lostfound@turkmenistanairlines.tm.

Question 11

How long do I have to make a baggage claim?

Accepted Answer

Damage or missing contents: immediately on discovery, and no later than seven days after you collect the baggage. Loss: a claim is accepted once the baggage has not been found after 21 days of searching, and you may bring it within two years of the flight’s arrival. Claims are reviewed within three months, or up to six months where another airline carried part of the journey. Written claims go to the ground handling control service (claims group) at Ashgabat International Airport, second floor, +993 12 23-55-69 on working days from 09:00 to 18:00. Deadlines, required documents and the limits of our liability are set out on the Claims and passenger rights page.

Question 12

When should I arrive at the airport, and when does check-in close?

Accepted Answer

Check-in is at the airport. Arrive at least three hours before departure for international flights and two hours for domestic flights. Check-in closes 40 minutes before departure on both.

Question 13

Do I need a transit visa to connect through Ashgabat?

Accepted Answer

No. Passengers travelling in transit through Ashgabat International Airport do not require a transit visa.

Question 14

What discounts apply to children?

Accepted Answer

On domestic flights, one child under 5 travels free without a separate seat. A second child under 5 pays 50% of the accompanying adult's fare and is given a seat, as do children from 5 to 12. On international flights, infants under 2 travel at a reduced fare without their own seat, and children from 2 to 12 receive a discount. The exact fare for your route and dates is shown when you book.

Question 15

Can I travel with my pet?

Accepted Answer

Small pets and birds may travel in the cabin in a container. The container with the animal must not exceed 8 kg, and during the flight it must be stowed under the seat in front of you. Please contact us before booking to confirm the requirements for your route and the veterinary documents you will need.

Question 16

Can my child travel alone, and can I fly while pregnant?

Accepted Answer

Children aged 5 to 11 travelling without an adult are carried as unaccompanied minors, and the service must be arranged in advance. Expectant mothers may fly to the end of the 36th week of a single pregnancy, with a medical certificate required from the 28th week. Both, along with assistance for reduced mobility, medical conditions and travelling with infants, are covered in full on the Special assistance page.

Question 17

How do I track a cargo shipment, or send cargo?

Accepted Answer

Tracking runs on the airline's cargo service rather than on this site. Quote the 11-digit number from your air waybill when you contact them. Cargo enquiries: +993 12 23-33-98 or cargo@ashgabatairport.gov.tm.

Frequently asked questions

Booking and payment

Baggage

At the airport

Travelling with children, pets and special assistance

Cargo