New fine introduced in Kazakhstan that passengers will appreciate

Tengrinews.kz – Starting from March 13, new regulations for airlines came into effect in Kazakhstan. Now, an airline may face a fine if a passenger is denied boarding due to overbooking—this applies to both international and domestic flights. Tengrinews.kz explains how the law works and where to file a complaint if you experience overbooking.

What the law says

According to the Ministry of Transport, the new rule enforces Article 571 of the Code of Administrative Offenses: "Violation of passenger, baggage, and cargo transportation rules."

“According to paragraph 5 of the passenger transportation rules, the number of tickets sold must not exceed the actual number of available seats on the aircraft,” the ministry stated.

Airlines can now be fined 50 Monthly Calculation Indexes (MRP) for violations — in 2025, that’s 196,600 tenge.

If a passenger with a valid paid ticket is denied boarding, the ticket’s validity is extended to the next available flight in the same service class.

How overbooking is documented

Overbooking must be officially confirmed by the airline and the airport.

Acceptable proof includes:

• An airline-issued denial of boarding report;
• Lists of boarded and denied passengers;
• Check-in system data and boarding passes;
• Passenger complaints, witness statements, and airport records.

Are there any reported cases

As of now, the ministry states that no cases of denied boarding due to overbooking on domestic flights have been reported since the amendments took effect. No airlines have yet been fined.

"Since March 13, 2025, no administrative cases related to overbooking have been initiated due to the absence of complaints," the ministry emphasized.

At the same time, it was noted that monitoring compliance with air transportation laws is ongoing. Since the beginning of 2025 alone, 22 unscheduled inspections of airlines have been conducted based on passenger complaints.

“If violations are identified during inspections, administrative measures are applied,” the ministry reported.

Where passengers can file a complaint

If a passenger is denied boarding despite holding a valid ticket, they have the right to file a complaint with:

• The Committee for Consumer Protection under the Ministry of Trade and Integration;
• The Civil Aviation Committee under the Ministry of Transport (including via the E-otinish portal).

Complaints can be submitted in written or electronic form. It is recommended to attach:

• The airline ticket;
• Boarding pass;
• Correspondence with the airline;
• Any other documents confirming the violation;
• The response time for complaints is 15 business days from the date of submission.