Question 1

How do I buy a ticket online?

Accepted Answer

On Home or in the Search tab, choose the cities, dates and passengers. Then pick a flight and fare, enter the passenger details and pay at the payment step, where the available payment methods are shown. In the app the trip appears in My trips automatically after booking.

Question 2

What baggage is included in my fare?

Accepted Answer

Carry-on and checked baggage allowances depend on the fare. They are shown when you choose a fare, in your order and itinerary receipt, and in the app on the trip screen. See the Baggage Rules document for details.

Question 3

When does online check-in open?

Accepted Answer

24 hours before departure, once the ticket is paid. Open the trip in My trips, or find the booking by code and surname, and check in. Your boarding pass is saved in the app and opens without internet. There is no online check-in on domestic flights, where check-in takes place at the airport.

Question 4

Can I get a refund for my ticket?

Accepted Answer

Yes, under the fare conditions shown when you choose a fare and in your order. If the fare is non-refundable, only unused taxes and fees are refunded. If the airline cancels or reschedules the flight, the full amount is refunded. Refunds are handled by the call-center and the support chat, and tickets bought at a ticket office are refunded at the call-center office.

Question 5

How do I pay for a booking I did not pay for right away?

Accepted Answer

An unpaid booking is held until the deadline shown in the order. Open the trip in My trips and go to payment. The app reminds you of the payment deadline, and a booking not paid in time is cancelled automatically.

Question 6

Is it safe to pay by card?

Accepted Answer

Card details are entered on the bank's page, and the Shohin Airlines website and app neither receive nor store them. Airline staff never ask for your card number or SMS codes.

Question 7

What can't I take in my carry-on?

Accepted Answer

Liquids in containers over 100 ml, knives and scissors with blades longer than 60 mm, and flammable or toxic substances. Power banks, on the other hand, go only in carry-on baggage, no more than two and up to 100 Wh each. The full list is in the Travel guide and the Dangerous Goods and Prohibited Items document.

Question 8

Where can I find my boarding pass?

Accepted Answer

After online check-in in the app, the pass is saved on your phone and opens without internet with the Boarding pass button on the trip card. You can show it on your phone screen.

Question 9

When should I arrive at the airport?

Accepted Answer

Airport check-in for international flights usually closes 40 minutes before departure, so arrive 2 to 3 hours ahead. On domestic flights check-in closes 30 minutes before departure. The app will remind you when it is time to leave.

Question 10

How do I change my flight date?

Accepted Answer

A change is possible if your fare allows it. The fee and any fare difference depend on the fare conditions. The call-center and the support chat will help you make the change.

Question 11

How do I book a domestic flight within Tajikistan?

Accepted Answer

In the app, open within Tajikistan, choose a flight and enter the passenger details. Pay online by card, e-wallet, Google Pay or Apple Pay, or in cash at a Shohin Airlines ticket office by giving the booking code. Tickets are issued right after payment.

Question 12

When does check-in close for a domestic flight?

Accepted Answer

30 minutes before departure. There is no online check-in on domestic flights, so check in at the airport desk with the document stated on your ticket.

Question 13

How do I change the app language?

Accepted Answer

Open Profile, then Settings, and choose Russian, Tajik or English.

Question 14

How do I turn on notifications?

Accepted Answer

Open Profile, then Notifications, and tap Turn on notifications. The app will remind you about check-in, the booking payment deadline and departure, and the server will tell you about flight changes.

Question 15

Who replies in the support chat?

Accepted Answer

The assistant replies first. If it cannot help, tap Call an agent. Agents work from 8 am to 5 pm Dushanbe time. You can send a photo to the chat, for example of a document or baggage.

Question 16

How do I delete my account?

Accepted Answer

Open Profile, then Personal details, and tap Delete account. We will delete your name, phone, email, documents and saved passengers and sign you out on all devices. Tickets you have bought remain valid.

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