Frequently Asked Questions
Is it possible to book a ticket for an Unaccompanied Minor (UM)?
Yes. Travel for unaccompanied minors aged 5 to 12 is permitted. This requires prior coordination with the airline, completion of necessary forms by a legal guardian, and is subject to adult fare rates.
What are the conditions for accepting ill passengers at Atlas Aviation?
In cases where an ill passenger conceals their illness or fails to carry a medical certificate when required, all responsibility and costs for denied boarding shall lie with the passenger. Necessary medications must be carried in hand luggage during the flight.
Under what conditions does the airline have the right to issue a flight ban for a passenger?
The airline reserves the right to prevent the start or continuation of a journey if determined by airport authorities, flight crew, airline representatives at the airport, or legal/judicial bodies that the passenger disrupts flight safety or security, poses a threat to other passengers, or is on the “No-Fly” list.
When do flight counters close for domestic and international flights?
For domestic flights, the check-in counter closes 30 minutes before departure, and for international flights, it closes 60 minutes before departure.
How many hours before the flight should we be at the airport?
Passenger presence at the airport is required 2 hours before departure for domestic flights and 3 hours for international flights.
Is a ticket refund possible after receiving the boarding pass and failing to report to the departure gate?
No! It is non-refundable.
How long is the follow-up period for a ticket refund?
Ticket refunds can be followed up and processed for up to one year from the date of issuance.
Does making changes to domestic flights incur a penalty?
Yes! The penalty percentage is similar to the cancellation conditions.
Up to how many hours of delay or flight time change announced by the airline entitles the passenger to a full refund without penalty?
An announced delay or flight time change of more than 2 hours.
Do we have to pay for excess baggage?
The passenger is authorized to carry baggage up to the amount stated on the ticket. Carrying any baggage with excess weight is subject to excess baggage fees according to the current conditions and procedures of the airline.
Who is considered the owner of the baggage from the airline's perspective?
What actions should a passenger take to report lost or damaged baggage?
In case of any damage or loss, the passenger whose name appears on the attached baggage tag must complete a loss or damage claim form before leaving the arrivals hall and deliver it to the airline representative. A formal written complaint must also be submitted to the company’s secretariat within the legal timeframe (21 days).
What is the passenger's commitment regarding baggage delivered to the airline?
The passenger commits to strictly refrain from delivering any prohibited or dangerous goods according to international aviation laws and regulations, or any baggage that jeopardizes the safety and security of the aircraft, individuals, or property on board. Furthermore, passengers must avoid placing medications, valuables such as jewelry, gold, money, currency, keys, etc., in checked baggage.
Can a passenger bring a pet?
To learn about the conditions for carrying pets, please contact the Atlas Aviation Ground Operations Department (Extension 235) before purchasing a ticket.
Are there flight restrictions for pregnant women?
Please refer to the medical section of the website (or follow the link for information).
Are cardiovascular patients banned from flying?
Please refer to the medical section of the website (or follow the link for information).
Can anemic individuals fly?
Please refer to the medical section of the website (or follow the link for information).
Can a passenger board a plane after surgery?
Please refer to the medical section of the website (or follow the link for information).
Which diseases are subject to flight bans?
Please refer to the medical section of the website (or follow the link for information).
In general, what conditions are included in prohibited flight diseases?
Please refer to the medical section of the website (or follow the link for information).
What code should be entered instead of the National ID when purchasing flights for non-Iranian passengers?
When purchasing domestic flights for non-Iranian passengers, enter the passenger’s passport number in the National ID field.
I am not fully familiar with the online ticket purchase service; what are the steps for purchasing tickets online?
Using this service, you will be able to reserve seats via the website WWW.ATLASAIRPLUS.COM and pay for the ticket online. For information on the steps of purchasing tickets, please refer to the user guide.
What is the minimum time required for connecting Atlas Aviation flights in Tehran?
International flights to International flights: 3 hours from landing to departure.
Domestic flights to Domestic flights: 3 hours from landing to departure.
Domestic flights to International flights: 6 and a half hours from landing to departure.
International flights to Domestic flights: 6 and a half hours from landing to departure.
From which terminal do Atlas Air domestic flights depart?
Terminal 2.
Why is it mandatory to provide the passenger's mobile number?
In the event of a change in flight time, flight type, cabin, or class due to technical or operational constraints, providing the passenger’s mobile number is mandatory for airline notifications.
What should be the validity period of the passport for international flights?
At least 6 months of validity from the start date of the journey.
Who is responsible for the accuracy and validity of identification documents?
The passenger.
What is the passenger's duty regarding the laws of the country of origin and destination?
The passenger is obliged to comply with legal requirements for travel, including refraining from carrying prohibited goods, ensuring passport and visa validity, or obtaining other necessary travel permits, etc.
Is it mandatory to carry the passenger's identification card?
Matching the first name, last name, and National ID with the passenger’s ID card is mandatory for passenger acceptance. In case of discrepancy, acceptance will be denied, and the refund will be based on the rules for passengers who have missed their flight (No-Show).
Is it mandatory to enter the exact age category when purchasing a ticket?
An infant passenger is less than 2 years old, a child passenger is 2 to 12 years old, and an adult passenger is over 12 years old. In case of inaccuracy or entering the wrong age category, the passenger will not be accepted until the ticket price difference is paid.
What identification card is required for passenger acceptance?
Atlas Air, a pioneer in Iran’s skies, is officially authorized by the Civil Aviation Organization (CAO). We are proud to provide a comprehensive range of services, including Air Taxi, Scheduled Passenger Flights, Executive Charters, Air Cargo, Specialized Operations (SPO), Parachuting, and more.