Сonditions of carriage

1. General Provisions

1.1. Purpose and Scope

1.1.1. These Passenger Carriage Rules (hereinafter referred to as the Rules) have been developed in accordance with Article 102 of the Air Code of the Russian Federation and paragraph 4 of the Federal Aviation Regulations "General Rules for the Air Carriage of Passengers, Baggage, Cargo and Requirements for Servicing Passengers, Consignors, Consignees," approved by Order of the Ministry of Transport of the Russian Federation No. 82 dated June 28, 2007 (hereinafter referred to as FAR-82).

1.1.2. The Rules apply to the carriage of passengers and baggage performed by Joint Stock Company “Smartavia Airlines” (the Carrier actually performing the air carriage of flights under codes "5Н", "5N", "AUL", Certificate No. 466 dated April 21, 2021) (hereinafter referred to as the Airline) and are an integral part of the contract of air carriage.

1.1.3. The terms of the contract of air carriage are contained in the Air Code of the Russian Federation, these Rules, the terms of application of the fare and the travel document.

1.1.4. The Rules establish the rights, obligations and responsibilities of the Airline and passengers using the services of the Airline.

1.1.5. When concluding a contract of air carriage, the Rules, fares and charges that are in effect on the date of issuance of the travel document shall apply.

1.1.6. The Rules may be changed by the Airline without prior notice to passengers, provided that the changes do not apply to passengers after the conclusion of the contract of air carriage.

1.1.7. The provisions of FAR-82 shall apply to the terms of the contract of air carriage not regulated by these Rules.

1.1.8. The following terms and their definitions are used in these Rules:

2. Booking of Air Carriage of Passenger and Baggage

2.1. General Provisions

2.1.1. Reservation of a passenger seat on the aircraft (hereinafter referred to as the aircraft) and carrying capacity for the carriage of the passenger and baggage for a specific flight and date (hereinafter referred to as booking) is a mandatory condition for the air transport of a passenger and baggage.

2.1.2. Booking of air carriage for a passenger and baggage can be made:

• on the official website of the Airline;
• at the Airline's call center;
• at the Airline's own sales offices and at authorized ticketing agencies;
• at ticketing agencies.

2.1.3. The booking is recorded in the Airline's automated reservation system with a unique number assigned to it. The booking contains information about the carriage, special services, and passenger data (surname, first name, patronymic, gender, date of birth, type and number of identity document).

2.1.4. When booking, the passenger provides a mobile phone number and/or email address or other means of communication to be informed about schedule changes and for contact purposes.

2.1.5. The Airline informs the passenger about changes to the aircraft schedule (flight cancellation, delay, change to an earlier departure time) by sending a notification via email, through the Telegram messenger, the VKontakte social network, the MAX messenger, or via mobile phone number (oral, using a voice robot, or SMS (short text message)).

2.1.6. A passenger is deemed to have been properly informed of a change to the aircraft schedule from the moment they receive the relevant notification (Article 165.1 of the Civil Code of the Russian Federation, Clause 74 of FAR-82).

2.1.7. The passenger confirms that the mobile phone number specified in the booking and/or when purchasing the ticket from third parties actually belongs to the passenger.

2.1.8. In the event that an air ticket is purchased for the needs of a passenger/passengers by a third party (including, but not limited to, cases where an employer purchases an air ticket for an employee's business trip, as well as for group travel (athletes, musicians, children, tourists, etc.)), the passenger is deemed to have been properly informed of the change in aircraft movement from the moment the relevant notification is received by the person whose mobile phone number is specified in the booking and/or when purchasing the ticket from third parties.

2.1.9. If the phone number provided during booking precludes the possibility of sending SMS (short text message), notifications via the Telegram messenger, the VKontakte social network, or the MAX messenger (for example, a landline number is provided), or if any inaccurate/incorrect contact details are provided, the passenger is responsible for the consequences of not receiving notifications sent to them.

2.1.10. In the case of booking a concessionary fare or a fare under a subsidized tariff, the passenger is obliged to provide documents proving their identity and eligibility for the concession at the time of ticketing.

2.1.11. If the passenger refuses to provide the information necessary for booking, the booking will not be made.

2.1.12. Coordination with the Airline is required for the carriage of:

• a passenger with a child under 2 years of age;
• an unaccompanied child not accompanied by an adult passenger or a passenger who, in accordance with the civil legislation of the Russian Federation, has acquired full legal capacity before reaching the age of eighteen, who will be transported under the supervision of the Airline;
• a seriously ill passenger;
• a sick passenger on a stretcher;
• a blind passenger with a guide dog;
• a passenger whose ability to move when using air transport is limited and/or whose condition requires special attention during service (passenger with reduced mobility);
• a passenger carrying weapons and/or ammunition;
• passenger's baggage when concluding a contract of air carriage that includes a free baggage allowance exceeding the Airline's established free baggage allowance, or passenger's baggage when concluding a contract of air carriage that does not include a free baggage allowance (excess baggage);
• baggage, the dimensions of one piece of which, when packed, exceed two hundred and three centimeters in the sum of three dimensions (oversized baggage);
• passenger's baggage, the weight of one piece of which exceeds thirty kilograms (heavy baggage);
• baggage that must be carried only in the aircraft cabin;
• dogs, cats, birds, and other small domestic (tamed) animals, service dogs of the canine service of federal executive authorities;
• animals, birds, insects, fish, etc. (live creatures) not related to tamed domestic animals or birds;
• human remains and animal remains.

2.1.13. To coordinate a request for animal transport, the passenger must provide information about the animal's species, weight, breed (for dogs), and container size. The passenger may be denied carriage of the animal if a discrepancy is found between the information provided in the request.

2.1.14. The booking is canceled without warning to the passenger if the passenger has not paid for the carriage within the period established by the Airline and a ticket has not been issued to them.

2.1.15. If a passenger has not used a booked passenger seat on one segment of the transportation route, the passenger must notify the Airline of their intention to continue the carriage on subsequent segments of the transportation route no later than 40 minutes before the departure of the flight that the passenger did not use, through any available communication channel:

• at the place of ticket purchase;
• at the Airline's own sales offices and at authorized ticketing agencies;
• via the Airline's call center;
• via the Airline's website;
• via social networks and messengers specified on the Airline's official website.

2.1.16. In case a passenger is late for passenger check-in and baggage check-in at the airport, or is late for boarding the aircraft at the airport, and notifies the Airline at the airport of their intention to continue the carriage on subsequent segments of the transportation route no later than 2 hours after the departure of the flight they missed, and before the end of check-in for the next flight along the transportation route, provided that the time from the departure of the missed flight to the departure of the flight on the next segment of the transportation route is at least 24 hours and the terms of carriage on the subsequent segments of the transportation route do not change, the booking on the subsequent segments of the transportation route will not be canceled.

2.1.17. If the passenger does not notify the Airline of their intention to continue the carriage on subsequent segments of the route, or contacts them later than 40 minutes before the flight departure, the Airline has the right to cancel the booking on each subsequent segment of the transportation route without notifying the passenger.

2.2. Payment for Air Carriage of Passenger and Baggage

2.2.1. A carriage charge is levied for the carriage of passengers and baggage on the Airline's scheduled flights.

2.2.2. The carriage charge is determined based on the monetary amount established by the Airline for the carriage of a passenger and/or baggage between two points on the transportation route (hereinafter referred to as fares) (see clause 2.4 of the Rules "Fares and Charges").

2.2.3. The carriage charge is indicated in the travel document.

2.2.4. Payment for carriage and ticketing are made after booking, except for a number of cases specified below.

2.2.5. Payment for carriage and ticketing may be made before booking in cases of:

• issuing a ticket with an open departure date (without a fixed date indicated on the ticket);
• issuing a ticket with a status of waiting for available carrying capacity (standby ticket);
• issuing a ticket when seats are available after the completion of passenger check-in and baggage check-in.

2.2.6. When paying for the carriage of a passenger and their baggage, the fares in effect on the date of commencement of carriage shall apply. If the fares are changed by the Airline before the commencement of carriage, the carriage of passengers on tickets issued before the fare change shall be carried out without recalculations with passengers, provided the original terms of the contract of air carriage are maintained.

2.2.7. In the event of a voluntary change by the passenger to the terms of the contract of air carriage before the commencement of carriage, the carriage charge shall be determined based on the fares in effect on the date of commencement of the new air carriage.

2.2.8. In the event of a voluntary change by the passenger to the terms of the contract of air carriage after the commencement of carriage, if the carriage charge changes, the carriage shall be performed according to the fares that were in effect on the date of commencement of carriage.

2.2.9. Confirmation of payment for the carriage is the itinerary receipt of the electronic ticket.

2.3. Execution of the Contract of Air Carriage (Ticket)

2.3.1. Travel documents include: ticket, baggage check, miscellaneous charges order, excess baggage ticket, miscellaneous charges receipt, electronic multipurpose document.

2.3.2. Travel documents are issued by the Airline or an authorized agent.

2.3.3. A separate ticket is issued for each passenger.

2.3.4. A ticket is issued based on the data from the passenger's identity document required in accordance with the legislation of the Russian Federation for the carriage of the passenger along the route stipulated by the contract of air carriage. The data on the ticket must fully correspond to the data on the document used to issue the ticket.

2.3.5. In the case of selling a concessionary fare or a fare under a special tariff, the ticket is issued based on the data from the identity document and documents confirming the passenger's right to the concession or application of the special fare.

2.3.6. Ticketing for Airline flights is carried out on the basis of a passenger's identity document, which include:

• passport of a citizen of the Russian Federation;
• foreign passport of a citizen of the Russian Federation;
• diplomatic passport;
• service passport;
• birth certificate for persons under 14 years of age;
• military identification card for military personnel;
• temporary identity card issued by internal affairs bodies;
• military ID for military personnel undergoing conscription or contract service;
• national passport (for foreigners);
• residence permit (for stateless persons).

2.3.7. If the passenger intends to present a different identity document at flight check-in than the one on the basis of which the ticket was issued, the passenger must contact the Airline or an authorized agent well in advance of flight check-in to make changes to the ticket and the automated reservation system concerning the identity document, and the Airline or authorized agent shall take actions to make these changes. Changes to the ticket are made with the collection of a fee for changing passenger data in the air ticket. The passenger can also make changes to the ticket independently on the Airline's website.

2.3.8. Use of a ticket by a person not named on the ticket is not permitted.

2.4. Fares and Charges

2.4.1. A carriage charge is levied for the carriage of a passenger and baggage, which is established by the Airline in accordance with the "Procedure for Charging Fees for Scheduled Air Carriage of Passengers and Baggage, Calculated on the Basis of Fares and Charges" approved by Order of the Ministry of Transport of the Russian Federation No. 386 dated October 31, 2024.

2.4.2. The carriage charge is determined based on the monetary amount established by the Airline for the carriage of a passenger and/or baggage between two points on the transportation route.

2.4.3. The amount of the carriage charge consists of the passenger fare or combinations of passenger fares, the baggage fare, as well as applicable charges.

2.4.4. The passenger fare is established by the carrier for the carriage of a passenger and their baggage between two points on the route.

2.4.5. The baggage fare is established by the carrier for the carriage of a unit of weight and/or for the carriage of one piece of baggage between two points.

2.4.6. The passenger fare includes expenses related to providing and performing the carriage of the passenger and, if the terms of the fare provide for a free baggage allowance, expenses related to providing and performing the carriage of their baggage within the free baggage allowance, in accordance with the air legislation of the Russian Federation, the legislation of the country of departure, destination, transit, transfer, and the Airline's air carriage rules, including expenses for booking, selling, and issuing carriage on travel documents, for passenger service and handling of their baggage within the free baggage allowance at airports, on board the aircraft, during flight delays, flight cancellations, changes to the transportation route, and expenses for carriage at a reduced fare for children under 12 years of age.

2.4.7. The baggage fare includes expenses related to providing and performing the carriage of baggage not included in the free baggage allowance, in accordance with the air legislation of the Russian Federation, the legislation of the country of departure, destination, transit, transfer, and the Airline's air carriage rules, including expenses for handling such baggage at airports.

2.4.8. When paying for the carriage of a passenger and their baggage, the fares in effect on the date of commencement of carriage shall apply. If the fares are changed by the Airline before the commencement of carriage, the carriage of passengers on tickets issued before the fare change shall be carried out without recalculations with passengers, provided the original terms of the contract of air carriage are maintained.

2.4.9. Several passenger fares may be established between two points, differing in level and/or terms of application of the fare.

2.4.10. The number of passenger seats offered for booking carriage at fare levels is determined by the Airline.

2.4.11. The validity period of a fare is established by the Airline. The fare effective start date is the first date from which carriage paid for at that fare may commence; the fare effective end date is the last date on which carriage paid for at that fare may commence.

2.4.12. Other conditions not specified in these Rules are governed by the "Procedure for Charging Fees for Scheduled Air Carriage of Passengers and Baggage, Calculated on the Basis of Fares and Charges" approved by Order of the Ministry of Transport of the Russian Federation No. 386 dated October 31, 2024.

2.5. Provision of Services

2.5.1. Making changes to a booking, including payment for baggage (if applicable), seat selection in the aircraft cabin, and adding other additional services, is possible:

• via the Airline's call center;
• at the Airline's own sales offices and at authorized ticketing agencies;
• on the Airline's official website;
• during online flight check-in (no earlier than 24 hours and no later than 3 hours before flight departure time);
• at check-in counters at the departure airport.

2.5.2. A specific seat in the aircraft cabin is assigned upon purchasing the "Seat Selection" additional service or during flight check-in.

2.5.3. Changing a seat on board the aircraft at the passenger's initiative is possible for an additional fee until the end of flight check-in or on board the aircraft after boarding is completed (check availability with a flight attendant). Unauthorized changing of seats on board the aircraft is not permitted. The passenger must remain in the seat assigned to them, as indicated on the boarding pass, during the flight.

2.5.4. In the interests of flight safety, crew members have the right to change passenger seating in the aircraft cabin at any time, including if the condition of a passenger occupying a seat near an emergency exit does not allow for the evacuation of passengers and crew members from the aircraft in emergency situations.

2.5.5. In the interests of flight safety, passengers of special categories are not seated:

1. At emergency exit rows:
   • passengers under 18 years of age;
   • passengers over 60 years of age;
   • infants under 2 years of age;
   • children from 2 to 12 years of age, regardless of the presence of accompanying persons;
   • pregnant women;
   • passengers whose mental and/or physical condition prevents them from quickly understanding crew instructions and/or performing necessary actions in case of emergency evacuation;
   • passengers transporting an animal/bird, service dog, or guide dog in the passenger cabin;
   • passengers accepted for carriage under custody;
   • passengers denied entry into a country by the Airline or state authorities, or denied further carriage at a transit point, as well as deported passengers (regardless of the presence of escorts);
   • passengers with "Cabin Baggage" for which a seat was purchased in the aircraft cabin;
   • employees of the courier communication service and special communication service carrying official correspondence;
   • passengers who do not speak Russian or English;
   • passengers requiring a seat belt extender.
2. In the first row:
   • passengers traveling with pets in the aircraft cabin;
   • employees of the courier communication service and special communication service carrying official correspondence.

2.5.6. The Airline provides meal services. The service is paid and is available for pre-order (order possible no later than 24 hours before departure) or as a paid minibar menu on board the aircraft.

2.5.7. Passengers with disabilities and other persons with life activity limitations, when purchasing a ticket, shall notify the Airline of their life activity limitations, as well as the characteristics of individual mobility aids (if used) by any of the following methods:

• at the Airline's own sales offices and at authorized ticketing agencies;
• via the Airline's call center;
• on the Airline's website;
• via social networks and messengers specified on the Airline's official website.

2.6. Amendment, Termination of the Contract of Air Carriage and Refund of Funds

2.6.1. A passenger has the right to refuse carriage in the manner established by the legislation of the Russian Federation. If a passenger has not used a booked seat on any segment of the transportation route, the passenger must notify the Airline of their intention to continue the carriage on subsequent segments of the transportation route through any available communication channel:

• at the place of ticket purchase;
• at the Airline's own sales offices and at authorized ticketing agencies;
• via the Airline's call center;
• via the Airline's website;
• via social networks and messengers specified on the Airline's official website.

2.6.2. If the passenger does not notify the Airline of their intention to continue the carriage on subsequent segments of the transportation route in accordance with paragraph 27 or paragraph 27(1) of FAR-82 or clause 2.1.15 of these Rules, the Airline shall cancel the booking on each subsequent segment of the transportation route without notifying the passenger.

2.6.3. A passenger's refusal of carriage on any segment of the transportation route is deemed a change to the transportation route and is carried out in the manner provided for the passenger's amendment of the terms of the contract of air carriage.

2.6.4. The Airline has the right to cancel or delay the flight specified in the ticket, replace the aircraft, or change the transportation route if required by flight safety and/or transport security conditions, as well as upon demand from state authorities in accordance with their competence.

2.6.5. The Airline may unilaterally terminate the contract of air carriage in the following cases:

• violation by the passenger of passport, customs, sanitary, and other requirements established by the legislation of the Russian Federation relating to air carriage;
• refusal of the passenger to comply with the requirements imposed on them by federal aviation regulations;
• if the passenger's state of health requires special conditions for air carriage, or threatens the safety of the passenger themselves or other persons, which is confirmed by medical documents, or equally creates a disturbance and irremediable inconvenience for other persons;
• refusal of the passenger to pay for the carriage of their baggage in the amount and under the conditions provided for by the contract of air carriage;
• violation by the passenger of the rules of conduct on board the aircraft, posing a threat to the safety of the flight of the aircraft, or a threat to the life or health of other persons, as well as failure by the passenger to comply with the instructions of the aircraft commander;
• presence of items or substances prohibited for air carriage in the passenger's belongings or baggage;
• and in other cases established by the current legislation of the Russian Federation.

2.6.6. The procedure for refunding the carriage charge to a passenger in connection with the passenger's voluntary refusal of carriage is determined in accordance with the rules and conditions of the fare application.

2.6.7. Refund of the carriage charge is made at the place of payment for the carriage in accordance with the procedure established by the fare application rules.

2.6.8. A fee for the passenger's refusal to fly is charged in the event of termination of the contract of air carriage due to the passenger's voluntary refusal of the entire carriage or part of the carriage in accordance with the terms of the fare application.

2.6.9. Other conditions for the termination of the contract of air carriage and refund of funds are governed by the "Procedure for Charging Fees for Scheduled Air Carriage of Passengers and Baggage, Calculated on the Basis of Fares and Charges" approved by Order of the Ministry of Transport of the Russian Federation No. 386 dated October 31, 2024.

3. Flight Check-in

3.1. Online Check-in

3.1.1. Online check-in is available on the Airline's website https://flysmartavia.com (Online Services – Flight Check-in) no earlier than 24 hours and no later than 3 hours before departure.

3.1.2. It is recommended to print your boarding pass in advance to present at the airport.

3.1.3. At the airport, you can also print your boarding pass at the check-in counter before it closes.

3.1.4. At some airports:

• self-service boarding pass printing is available at universal kiosks;
• an electronic boarding pass on a mobile device can be used (when using an electronic boarding pass, you should consider the need to present it at the boarding gate and when entering the aircraft). Information about the availability of this service should be checked on the Airline's website;

3.1.5. To check in baggage for a passenger who has completed online check-in, they must go to the check-in counter or baggage drop-off counter before the flight check-in closing time.

3.1.6. Online check-in is not available for the following categories of passengers:

• unaccompanied children;
• passengers with reduced mobility requiring escort service on the aircraft;
• passengers with life activity limitations;
• passengers transporting animals.

3.1.7. For transfer carriage on two or more Airline flights, the passenger must consider the time required for check-in for the flight at the connecting airport, or use the online check-in service on the Airline's website to check in for the subsequent flight. If the passenger needs to check in baggage at the intermediate airport, they must go to the check-in counter in advance, but no later than 40 minutes before the flight departure.

3.2. Airport Check-in

3.2.1. Airport check-in begins no later than 2 hours before departure and ends 40 minutes before flight departure.

3.2.2. Unaccompanied children are checked in for the flight only at the check-in counter at the departure airport.

3.2.3. Passengers with disabilities and other persons with life activity limitations requiring escort are checked in for the flight only at the check-in counter at the departure airport.

3.2.4. Passengers transporting animals are checked in for the flight only at the check-in counter at the departure airport.

3.2.5. A passenger who is late for the check-in closing time is not permitted to board the flight. If there are no risks of flight delay and other factors, an Airline representative may reopen check-in for late passengers. This service is provided for a fee.

4. Hand Luggage and Checked Baggage

4.1. Hand Luggage

4.1.1. The hand luggage allowance is 1 piece with dimensions not exceeding 40x30x20 cm and weighing no more than 10 kg.

4.1.2. In addition to the free baggage allowance and without charging an additional fee, a passenger has the right to carry the following items as hand luggage:

• a backpack containing items, the dimensions of which are 30x25x7cm and weighing up to 3 kg, or a handbag containing items, or a briefcase containing items, the dimensions of which allow it to be safely placed in the aircraft cabin on the baggage shelf or under the seat of the forward passenger seat;
• goods purchased in duty-free shops at the airport, as well as in the airport's transport security zone, packed in a sealed (tamper-evident) plastic bag, the dimensions of which are 30x25x7cm and weighing up to 2 kg;
• medicinal products for medical use, dietary food products in the quantity necessary for the duration of the flight;
• a bouquet of flowers, the dimensions of which allow it to be safely placed in the aircraft cabin on the baggage shelf or under the seat of the forward passenger seat;
• outer clothing worn by the passenger;
• baby food for the child for the duration of the flight;
• a suit in a foldable garment bag;
• a child-carrying device, including a baby bassinet, child restraint systems (devices) for children under two years of age, a baby stroller, with established dimensions not exceeding 40x30x20 cm, allowing them to be safely placed in the aircraft cabin on the baggage shelf or under the seat of the forward passenger seat;
• crutches, a folding wheelchair, a walking stick, a tactile cane, folding walkers, including folding rollator walkers, prostheses of upper and lower limbs in a package, used to compensate for or eliminate persistent life activity limitations by a passenger with disabilities and other persons with life activity limitations, and having dimensions that allow them (it) to be safely placed in the aircraft cabin on the baggage shelf or under the seat of the forward passenger seat;
• means intended for the care of prostheses of upper and lower limbs, in a package, used to compensate for or eliminate persistent life activity limitations by a passenger with disabilities and other persons with life activity limitations, and having dimensions that allow them (it) to be safely placed in the aircraft cabin on the baggage shelf or under the seat of the forward passenger seat.

4.1.3. Additionally, in the aircraft cabin, one item of the following types is permitted for carriage:

• a bag of food (you may take a bag of food purchased after passing the pre-flight screening for use during the flight, with dimensions not exceeding 40x30x20cm);
• photo or video equipment (you may take one set with dimensions not exceeding 40x30x20 cm);
• soft toy, doll, toy car (toy dimensions not exceeding 55x40x20 cm. Free only for passengers under 12 years old);
• umbrella or walking stick umbrella (not a beach umbrella);
• laptop in a case/bag, without case/bag size not exceeding 55x40x7 cm.

4.1.4. Hand luggage dimensions are checked twice. Initially at the check-in counters, and a secondary check is performed at the boarding gate. Dimensional control in the boarding area is carried out before scanning the boarding pass.

4.1.5. The passenger is responsible for the safety of their hand luggage (clause 4.1.1 of these Rules) and items accepted for carriage in excess of the established allowance (clause 4.1.2 of these Rules) carried in the aircraft cabin, and must take them with them when leaving the aircraft.

4.1.6. Hand luggage must fit freely and without force into the special sizer, and the sizer lid must close completely and without force.

4.1.7. If hand luggage exceeds the dimensions of 40x30x20 cm or weighs more than 10 kg, such hand luggage is carried for an additional fee.

4.1.8. Hand luggage allowances for several passengers traveling together are not combined.

4.1.9. Hand luggage that exceeds the weight and/or size limits established above must be checked in by the passenger as baggage in accordance with the terms of the concluded contract of air carriage.

4.1.10. A folding wheelchair, the dimensions of which do not allow it to be safely placed in the aircraft cabin, is checked in by the passenger free of charge, i.e., in excess of the established allowance.

4.1.11. Baby strollers only when transporting a child (including strollers that fold like a "cane"), the dimensions of which do not meet the hand luggage allowances and do not allow them to be safely placed in the aircraft cabin, are checked in as baggage at check-in in excess of the established free baggage allowance.

4.1.12. The list of items and substances prohibited (permitted) for carriage in checked baggage and hand luggage is specified in Appendix 1 of the Rules.

4.1.13. When additional measures to ensure transport security are introduced on Airline flights, the carriage of the following items in the aircraft cabin is prohibited:

• corkscrews;
• knitting needles;
• scissors;
• any knives;
• mercury thermometers.

4.1.14. If a passenger requires injections during the flight, they are permitted to take syringes into the aircraft cabin, but only upon presentation of an appropriate medical certificate.

4.1.15. The passenger must familiarize themselves with the applicable transport security measures at the departure airport when preparing for the flight.

4.2. Musical Instruments

4.2.1. Musical instruments are carried both in the baggage compartment and in the passenger cabin of the aircraft.

4.2.2. Musical instruments are carried in the passenger cabin as hand luggage without charging an additional fee under the following conditions:

• the passenger carrying the musical instrument has no additional hand luggage;
• the dimensions of the musical instrument do not exceed 40x30x20 cm and the weight does not exceed the hand luggage weight allowance according to the fare.

4.2.3. If the passenger has additional hand luggage besides the musical instrument, or if the established dimensions are exceeded, musical instruments are carried in the baggage compartment as checked baggage (according to the terms of the fare application).

4.2.4. As hand luggage with the provision of an additional passenger seat in the aircraft cabin, subject to the purchase of the "Cabin Baggage" service.

4.2.5. The service can be purchased together with the air ticket.

4.2.6. Ordering and payment for an additional seat is carried out:

• at the Airline's own sales offices and at authorized ticketing agencies;
• via the Airline's call center;
• via the feedback form on the Airline's website;
• via social networks and messengers specified on the Airline's official website.

4.2.7. When a passenger purchases an additional seat, the checked baggage allowance is not increased.

4.3. Oversized and Heavy Baggage

4.3.1. Passenger baggage must not exceed 203 cm in the sum of three dimensions and weigh no more than 32 kg.

4.3.2. In certain cases, acceptance of baggage weighing from 32 to 50 kg and exceeding 203 cm in the sum of three dimensions is permitted. Carriage of such baggage must be agreed upon in advance with the Airline:

• at the Airline's own sales offices and at authorized ticketing agencies;
• via the Airline's call center;
• via the feedback form on the Airline's website;
• via social networks and messengers specified on the Airline's official website.

4.3.3. In the absence of prior coordination and confirmation by the Airline for the carriage of these categories of baggage, the Airline has the right to refuse their carriage to the passenger.

4.3.4. Packaging for baggage weighing more than 32 kg must allow for it to be handled by two loaders. Such baggage is tagged with a HEAVY tag (if available) indicating the weight.

4.3.5. Oversized baggage is transported to the makeup area manually.

4.3.6. Oversized and heavy baggage are loaded onto the aircraft using ground mechanization equipment.

4.3.7. Items whose dimensions exceed 203 cm or weight exceeds 50 kg are accepted for carriage only as cargo.

4.4. Weapons

4.4.1. Carriage of weapons and ammunition on Airline flights is carried out in accordance with the Federal Aviation Regulations "On Air Carriage of Weapons and Ammunition" approved by Order of the Ministry of Transport of the Russian Federation No. 275 dated August 16, 2021.

4.4.2. Weapons are accepted for carriage in an unloaded state only if the passenger has a permit for storage, storage and carrying, storage and use, for import into the Russian Federation of the relevant types, makes and models of weapons, or a license for their acquisition, collection, or display of weapons, and a travel order (assignment) with a note indicating the presence of the weapon.

4.4.3. Pneumatic devices with a muzzle energy exceeding 3 Joules are classified as civilian weapons and are carried in the manner prescribed for other weapons. When transporting pneumatic weapons with a muzzle energy of more than 7.5 Joules and a caliber exceeding 4.5 mm, a permit for carrying and storing is required.

4.4.4. Weapons, ammunition and special equipment that are permitted for transport are confiscated during screening and are carried in packaged form in the isolated baggage and cargo compartments of the aircraft.

4.4.5. One unit of a weapon and ammunition are considered as one piece and are included in the free checked baggage allowance. If the fare on the air ticket belongs to the "Lite" group, then payment is calculated at the rate of an additional piece of excess baggage.

4.4.6. For carriage as checked baggage from one passenger, weapons are accepted in quantities not exceeding 5 units, and ammunition in quantities not exceeding 1000 rounds, weighing no more than 5 kg. Ammunition weighing more than 5 kg is permitted for carriage only as dangerous goods.

4.4.7. Transportation of weapons belonging to citizens is carried out in cases, holsters or special covers, as well as in the manufacturer's original packaging (for foreign citizens, transportation of weapons imported into the territory of the Russian Federation for hunting and participation in sporting events to the venue of the relevant event is carried out in lockable cases).

4.4.8. Carriage of ammunition with explosive or incendiary bullets, gas weapon cartridges, as well as devices loaded with tear gas or irritants, on board civil aviation aircraft is prohibited.

4.4.9. Domestically produced electroshock devices and spark gaps are classified as civilian weapons and are carried in the manner prescribed for other weapons. When transporting electroshock devices, you must carry a document with technical specifications to verify that the device's output parameters comply with the established state standards of the Russian Federation. The circulation of electroshock devices manufactured outside of Russia is prohibited, and accordingly, their transportation is also prohibited.

4.4.10. Weapons of passengers transferring from foreign states through one airport of the Russian Federation to another are checked through to the airport of initial arrival on the territory of the Russian Federation. The processing, delivery, and loading of weapons for such passengers on board the aircraft are carried out in accordance with Chapter II of the Federal Aviation Regulations "On Air Carriage of Weapons and Ammunition" approved by Order of the Ministry of Transport of the Russian Federation No. 275 dated August 16, 2021.

4.4.11. Weapons of passengers transferring from one airport of the Russian Federation through another to a foreign state are checked through to the transfer airport on the territory of the Russian Federation. At the transfer airport, the processing, delivery, and loading of weapons for such passengers on board the aircraft are carried out in accordance with Chapter III of the Federal Aviation Regulations "On Air Carriage of Weapons and Ammunition" approved by Order of the Ministry of Transport of the Russian Federation No. 275 dated August 16, 2021.

4.5. Animals

4.5.1. Airline responsibility during animal transportation:

• The Airline is not responsible for any deterioration in the animal's health that may occur before, during, or after the flight.
• The Airline is not responsible if the country of destination or transit prohibits the entry or transit of the animal.
• The Airline may refuse to transport an animal if the passenger does not have a confirmed air ticket booking and if the passenger refuses to pay for the animal's transportation.

4.5.2. Passenger responsibility during animal transportation:

• the passenger is obliged to comply with all requirements of the Airline and veterinary control authorities that apply to the transportation of animals on board the aircraft.
• the passenger must compensate the Airline for all losses and additional expenses if any emergency situation arises during the flight due to their violation of the animal transportation rules.

4.5.3. Carriage of animals is carried out in accordance with the requirements of the IATA Live Animals Regulations.

4.5.4. Dogs, cats, birds, and other small domestic (tamed) animals are accepted for carriage only when accompanied by a passenger aged 12 years or older and with prior coordination with the Airline:

• at the place of ticket purchase;
• at the Airline's own sales offices and at authorized ticketing agencies;
• via the Airline's call center;
• via the feedback form on the Airline's website;
• via social networks and messengers specified on the Airline's official website.

4.5.5. When transporting domestic animals (birds), the passenger provides documents required by the legislation of the Russian Federation, international treaties, and the legislation of the country to, from, or through which the carriage is conducted.

4.5.6. Information on the import and export of animals can be found on the websites of the relevant state authorities of Russia and the destination countries.

4.5.7. The following are not accepted for carriage as baggage (in the cabin or in the baggage compartment of the aircraft): arthropods, reptiles, rodents; fish and fish stocking material, marine and river animals requiring transport in water; animals and birds that are not domestic tamed (taken from the wild), large predators that in a state of natural freedom in their habitat are representatives of wild fauna; sick and experimental animals/birds; animals whose weight, together with the container, exceeds 50 kg.

4.5.8. The weight of the container (cage/carrier) together with the animal when transported in the aircraft cabin or in a passenger seat must not exceed 12 kg. Placing 2 or more animals in one container (cage/carrier) is not permitted, except in cases of prior individual coordination with the Airline. The total size of the container (cage/carrier) does not exceed 115 cm in the sum of three dimensions, allowing the container with the animal (cage/carrier) to be placed under the forward seat.

4.5.9. Domestic animals (birds) are placed in a lockable container (cage/carrier) when transported both in the aircraft cabin and in the baggage compartments of the aircraft.

4.5.10. The container (cage/carrier) is made of hard plastic, fiberglass, metal, welded mesh, solid wood, or plywood. When transporting an animal in the aircraft cabin, a container (cage/carrier) made of dense textile is permitted.

4.5.11. The container (cage/carrier) is large enough for the animal to stand in its natural position, as well as to lie down and turn around, both when transporting the animal in the aircraft cabin and in the baggage/cargo compartment of the aircraft.

4.5.12. The container (cage/carrier) is clean, odorless, has a secure locking device preventing accidental opening, and has ventilation openings. The openings are small enough to prevent the animal from injuring itself by protruding any part of its body through them, and guarantee protection from bites and scratches from the animal.

4.5.13. The bottom of the container (cage/carrier) is solid, moisture-proof, covered with non-toxic absorbent material, and has a rim around the perimeter of the bottom to prevent spillage of the absorbent material. The lid of the container is solid, but ventilation openings or welded mesh over the entire surface are permitted, provided they do not reduce the tightness of the container and the strength of the lid itself, both when transporting the animal in the aircraft cabin and in the baggage/cargo compartment of the aircraft.

4.5.14. The door of the container is made of plastic, wood, plywood, welded or cast metal of sufficient thickness to prevent the animal from bending or deforming the door. The door may be sliding or hinged. For all containers using doors with locking pins, the pins must engage with the container by at least 1.6 mm. When using rigid plastic containers, the door is additionally secured using additional removable fasteners, such as cable ties at the four corners of the door frame. The fastening must not cause harm to the animal or service personnel.

4.5.15. The container (cage/carrier) is equipped with handles for convenient transportation. If the weight of the cage with the animal exceeds 23 kg, there must be at least 2 handles.

4.5.16. Acceptance for carriage of domestic (tamed) animals and birds is made on the condition that the passenger assumes full responsibility for them. The Airline is not responsible for bodily injury, loss, delay in delivery, illness, or death of such animals and birds, nor in the event of refusal of their import or transport through any country or territory.

4.5.17. Dogs of brachycephalic breeds (with a shortened facial part of the skull: pugs, Pekingese, Shih Tzus, Boxers, Griffons, Bulldogs, etc.) due to their sensitivity to temperature changes and stress, are permitted for carriage only in the aircraft cabin as hand luggage in accordance with the rules for transporting animals in the aircraft cabin. Carriage of these dog breeds as baggage or cargo is prohibited. For the transportation of animals of these breeds, the passenger must complete a Liability Waiver for the Carriage of Live Animals (Appendix 3 of the Rules). Before departure, the completed guarantee obligation is handed over to the Airline Representative.

4.6. Conditions for Carrying Animals in the Baggage/Cargo Compartment of the Aircraft

4.6.1. It is permitted to carry live animals:

• in a plastic container, if the container is assembled from lower and upper parts, they are securely connected with bolts. The use of only plastic clamps to fasten the lower and upper parts is unacceptable;
• in a wooden container made of wood or plywood, the minimum wall thickness must be 12 mm for dogs and 6 mm for cats;
• the thickness of the welded mesh is not less than 2.5 mm for dogs and 2.0 mm or more for cats;

4.6.2. For transporting animals in the baggage compartment, the passenger must complete a Liability Waiver for the Carriage of Live Animals (Appendix 3 of the Rules).

4.6.3. At all stages of the flight, the animal must be in its carrier.

4.7. Conditions for Carrying Animals in the Aircraft Cabin

4.7.1. The container (cage/carrier) with a bird is covered with a dense, opaque cloth.

4.7.2. When transporting an animal/bird in the aircraft cabin during takeoff, landing, and while passing through turbulence, the cage is safely placed under the seat of the forward seat or in a place as directed by the flight attendant and does not interfere with the comfort or service of other passengers.

4.7.3. The weight of the domestic animal (bird) and service dog, the weight of the container (cage/carrier) and food intended for the animal (bird) are not included in the free baggage allowance and are paid for by the passenger in accordance with the fare established by the Airline. In the case of arranging the transport of an animal in a passenger seat in the aircraft cabin, payment of the fare for transporting the animal is not required. If the Airline agrees to the placement and transport of two or more animals in one cage, payment according to the fare for transporting the animal is made for each animal separately.

4.7.4. Passengers transporting an animal in the passenger cabin of the aircraft are provided with seats according to the aircraft layout. It is prohibited to place them in the area of emergency exits, near galleys and toilets, near partitions, in the same block of seats with passengers with children or with other passengers transporting animals, except when the animals live in the same family (their transport is requested in one booking).

4.7.5. Carriage of a service dog in the aircraft cabin with the consent of the Airline is carried out upon presentation to the Airline of a document confirming that the passenger accompanying the service dog is an employee of the canine service of a federal executive authority, and a document confirming the special training of the service dog.

4.7.6. A service dog carried in the aircraft cabin wears a collar and muzzle and is tethered to the seat at the feet of the passenger accompanying it.

4.7.7. Payment for the carriage of a service dog is regulated by the internal documents of the Airline (contracts, orders, etc.)

4.7.8. Carriage of service dogs whose dimensions do not meet the Airline's established norms for transporting animals in the aircraft cabin is carried out only in the baggage/cargo compartment of the aircraft.

4.7.9. A guide dog accompanying a blind passenger is carried free of charge in excess of the established free hand luggage allowance, without weight restrictions, upon presentation of a document confirming the passenger's blindness disability and upon presentation of a document confirming the special training of the guide dog. The guide dog wears a collar and muzzle and is tethered to the seat at the feet of the passenger it accompanies.

4.7.10. Passengers traveling with a guide dog are provided with seats in the rear part of the aircraft (except for seats near emergency exits and in the block of seats near the cabin partitions).

4.8. Ski Equipment

4.8.1. A passenger may carry one set of ski equipment in a case weighing no more than 23 kg as baggage.

4.8.2. The composition of a ski equipment set includes: skis, poles, boots, helmet or snowboard, poles, boots, helmet, for tickets issued under baggage fares. Everything is packed in one common or two separate cases.

4.8.3. For fares of the "Lite" group, ski equipment is carried for a fee.

4.9. Bicycle

4.9.1. Carriage of bicycles is permitted as checked baggage subject to the following conditions:

• the bicycle is properly packed in a special cardboard box or protective film to prevent movement of the front wheel fork;
• the handlebars are secured to the bicycle;
• the pedals are detached;
• no more than 2 pieces (frame + separately packed wheels) are considered as one.

4.10. Scooter

4.10.1. A scooter can be carried as hand luggage if it has a folding mechanism, packaging or a case, and meets the approved weight and dimensions of the fare under which the ticket was purchased. Carrying a scooter as hand luggage can be done free of charge, counting towards the established hand luggage allowance.

4.11. Hockey Equipment

4.11.1. Case with equipment + case with 2 sticks or a pair of skates, no more than 2 pieces, are considered as one and are included in the free baggage allowance.

4.12. Golf Equipment

4.12.1. Golf equipment packed in one case (one piece) is included in the free baggage allowance.

4.13. Fishing Equipment

4.13.1. Fishing rods, spinning rods and other fishing equipment are included in the free baggage allowance (the norm for the sum of three dimensions is ignored). For fares that do not include a free baggage allowance - carried for a fee (the norm for the sum of three dimensions is ignored).

4.14. Other Sports Equipment (including helmets, sports and motorcycle helmets)

4.14.1. It is considered as one piece and is included in the free hand luggage and/or baggage allowance.

4.14.2. If the total number of passenger's baggage pieces exceeds that specified in the ticket, and also in case of exceeding the weight and/or size of the equipment beyond the established norms of one piece of free hand luggage and/or baggage, the baggage fare "Sports Equipment" will be applied to the above items.

4.15. Baggage Allowance Norms

4.15.1. Baggage allowance norms are determined by the current norms of the Russian Federation and norms of international law, as well as the current rules of the Airline.

Standard Free Checked Baggage Allowances

4.15.2. For children under 2 years of age without a separate seat, the free checked baggage allowance is 1 piece weighing no more than 10 kg and with a sum of 3 dimensions not exceeding 115 cm.

4.15.3. Upon the request of passengers traveling together for the same purpose of trip to the same destination or stopover point on the same flight (family members, persons traveling together or on a business trip), and when such passengers conclude contracts of air carriage that include a free baggage allowance, the baggage may be combined taking into account the sum of the free baggage allowances by weight for each of the passengers.

4.15.4. In case passengers purchase tickets with fares that do not include a free baggage allowance, and provided that such passengers pay for baggage according to the baggage fare established by the Airline, the Airline, upon the request of the passengers, combines the baggage weight provided for by the baggage fare.

4.15.5. Combining the baggage allowance and paid baggage for one passenger is prohibited.

4.15.6. After the Airline applies the combination of free baggage allowances for passengers traveling together (1 piece not exceeding 30 kg), the remaining baggage is accepted for carriage with payment in accordance with baggage fares.

4.15.7. Hand luggage and baggage allowances are not subject to combination.

4.15.8. The weight of one piece of combined baggage must not exceed 30 kg, dimensions 203 cm in the sum of 3 dimensions, and is accepted for carriage without charging an additional fee.

4.15.9. In case of combining the baggage allowance of an infant under 2 years of age with the baggage allowance of an adult passenger (the baggage allowance according to the ticket or purchased), the permissible size of the combined baggage is 203 cm in the sum of three dimensions.

4.15.10. For specific destinations/flights/fare offers/passenger categories, the Airline has the right to change the standard free baggage and hand luggage allowances, either increasing or decreasing them.

4.15.11. During check-in, the passenger presents the items they are carrying for weighing, except for items they may need during boarding, disembarkation, and in flight.

4.15.12. Each piece of checked baggage must have intact packaging that ensures its safety during carriage and handling, prevents access to the contents of the bag, and prevents the possibility of causing harm to passengers, aircraft crew members, third parties, damage to the aircraft, other passengers' baggage, or other property.

4.15.13. Baggage that does not meet the requirements of this clause is not permitted for carriage.

4.15.14. Baggage that has external damage which does not affect its safety during carriage and handling and cannot cause harm to passengers, aircraft crew members, third parties, damage the aircraft, other passengers' baggage, or other property, may be accepted for carriage as checked baggage upon agreement with the Airline:

• at the place of ticket purchase;
• at the Airline's own sales offices and at authorized ticketing agencies;
• via the Airline's call center;
• via the feedback form on the Airline's website;
• via social networks and messengers specified on the Airline's official website.

4.15.15. In this case, the presence and type of damage are confirmed by the passenger's signature. If damaged baggage is accepted from the passenger, a corresponding note about the nature of the damage is made and a commercial report is drawn up.

4.16. Baggage with Declared Value

4.16.1. A passenger has the right to declare the value of their checked baggage both at the point of departure and at any intermediate point along the transportation route. Additionally, the passenger has the right to increase the amount of the previously declared value of the baggage.

4.16.2. A fee established by the rules for applying the Airline's fares is charged for declaring the value of baggage. The declared value must not exceed the actual value of the baggage. The value of checked baggage is declared for each piece of baggage separately.

4.16.3. The fee for the declared value of checked baggage is paid at the point where this value is declared, and is certified by an excess baggage ticket or a miscellaneous charges order, indicating the points between which the passenger has requested carriage of baggage with declared value. If at an intermediate point along the transportation route the passenger declares a higher value for their baggage compared to that previously declared, they must pay an additional fee.

4.16.4. When a passenger declares the value of baggage tendered for carriage, the Airline has the right to require the passenger to present the contents of the baggage for inspection and, if there is a clear discrepancy between the amount of the declared value and the contents of the baggage, to establish its actual value.

4.16.5. The passenger is obliged to provide proof of the value of the checked baggage (invoice, price list, receipt, or other document) for which the value is declared. In the absence of necessary evidence of the amount of the declared value, the Airline has the right to refuse carriage of baggage with a declared value in the amount specified by the passenger.

4.16.6. In order to establish the actual value of the baggage, the Airline has the right to create a commission consisting of an Airline Representative, the shift supervisor of the airport passenger service department, the duty check-in agent, the senior baggage handler, or a loader.

4.16.7. All items accepted for carriage as baggage with declared value must be in good condition and securely packed. The weight and dimensions of valuable baggage must not exceed the established baggage allowances. The Airline has the right to refuse acceptance of checked baggage with declared value if the baggage packaging is deemed not to meet the requirements of the Rules, or if the baggage requires special precautionary measures during carriage.

5. Passenger Service On Board the Aircraft

The Airline, when providing service on board the aircraft:

• informs passengers about the flight conditions and Rules of Conduct for Passengers on board the aircraft (clause 8 of the Rules), as well as the locations of the main and emergency exits, the conditions for leaving the aircraft in emergency situations, and the location of emergency and rescue equipment in the aircraft cabin;
• provides passengers with cold drinking water (hot water – if the passenger has their own thermal mug);
• provides meals and hot drinks for an additional fee;
• provides first aid in the event of injury or illness during the flight.

6. Provision of Additional Services

In the event of providing passengers with additional services not specified in the Rules or in the terms of fare application, the Airline acts solely as an agent of a third Party. It is the third Party that provides such services.

In the event of providing additional services by a third Party, the Airline issues a travel document/voucher for the carriage performed by the third party or other services different from air carriage.

7. Filing Claims

7.1. Deadlines and Requirements for Filing Claims

7.1.1. Passenger claims demanding financial compensation are a written statement with the attachment of necessary supporting documents.

7.1.2. The right to file claims against the Airline belongs to an individual (passenger) or a legal entity representing the passenger's interests in the manner prescribed by law.

7.1.3. If a claim is filed by another person on behalf of the passenger, a copy of the document confirming the authority to act on behalf of the passenger must be attached to the claim.

7.1.4. Claims against the Airline demanding financial compensation are accepted in written form, sent to the Airline's postal address: 163053, Arkhangelsk Oblast, Arkhangelsk, Talazhsky aviagorodok, Airport Arkhangelsk street.

7.1.5. Claims regarding damage or loss of baggage are accepted both in written form to the postal address and on the Airline's website: Claim for Baggage Damage/Loss.

7.1.6. A claim is accepted for consideration provided that the claimant meets the filing deadline:

7.1.7. For domestic carriage, a claim against the Airline may be filed by the passenger within six months. This period is calculated:

• for claims for compensation for loss or damage to baggage, as well as for delay in baggage delivery – from the day following the day of its delivery;
• in all other cases – from the day of the event that served as the basis for filing the claim.

7.1.8. For international carriage, within the following periods:

• in case of baggage damage – within 7 calendar days from the date of receipt of the baggage and no later;
• in case of delay in baggage delivery – within 21 calendar days from the date of baggage delivery to the passenger or the person entitled to receive it;
• in case of baggage loss – within 18 months from the date of the aircraft's arrival at the destination, or from the date it should have arrived, or from the date of termination of the air carriage;
• in all other cases – from the day of the event that served as the basis for filing the claim.

7.2. List of Documents to be Attached to the Claim

For delay in delivery/loss of baggage:

• boarding pass (not mandatory);
• baggage tag or commercial report (not mandatory);
• certificate of non-arrival of baggage or baggage tracing request (mandatory). The baggage tracing request/Certificate of non-arrival of baggage is issued at the airport on the day of arrival. In the absence of documents, the claim will not be considered;
• application for funds transfer (mandatory).

Claims for loss/delay in delivery of baggage may be accepted by postal mail or electronically on the Airline's website: Claim for Baggage Damage/Loss.

For baggage damage:

• baggage tag or commercial report (not mandatory);
• boarding pass (not mandatory);
• commercial report (mandatory). The commercial report on baggage damage/shortage is issued before leaving the airport terminal building on the day of arrival. In the absence of a commercial report, the claim will not be considered in accordance with paragraph 1 of Article 124 of the Air Code of the Russian Federation;
• information about the weight of the empty suitcase (mandatory);
• application for funds transfer (mandatory).

Claims for loss/delay in delivery of baggage may be accepted electronically on the Airline's website: Claim for Baggage Damage/Loss.

For flight delay/cancellation:

• itinerary receipt;
• other documents confirming expenses for the stated claims (payment for hotel, meals, travel on other transport, etc.);
• full bank account details of the passenger for the transfer of monetary compensation.

7.2.1. For ticket/service refund and for compensation of costs/losses for other reasons. Claims are accepted if it is impossible for the passenger (authorized person) to apply for a refund of sums for unused carriage/service at the place of its payment:

• itinerary receipt (air ticket);
• documents confirming payment for additional services;
• other documents confirming the need for a ticket/service refund;
• originals or duly certified copies of documents confirming the amount of damage (cash and sales receipts, payment receipts, expert reports, etc.);
• application for funds transfer with attached bank details.

7.2.2. The impossibility of providing originals and copies must be confirmed or arise from the claim materials. Checks, receipts, and other documents presented for payment as incurred losses must be attached without fail.

7.2.3. The response time to a claim is 30 days from the date of receipt. The response is sent to the email address if available, otherwise to the postal address.

7.2.4. A claim is not subject to consideration in the following cases:

• the claim statement does not contain information about the addressee (full name, postal or email address, contact phone number);
• the text of the claim is illegible;
• a written response to a similar claim has already been provided to the passenger, and no new arguments or circumstances are presented in the statement;
• the claim contains obscene or offensive language, threats to the life, health, and property of Airline employees, as well as their family members;
• the claim does not contain specific demands regarding the fact of harm caused.

8. Rules of Conduct for Passengers During Pre-flight Service and On Board the Aircraft, for the Purpose of Ensuring Transport Security

8.1. Rights of Passengers

8.1.1. Passengers have the right:

• to demand the provision of all services stipulated by the terms of the contract of air carriage;
• if their life, health, honor and dignity are in danger - to contact Airline employees, law enforcement representatives and demand that they take measures for protection.

8.2. Duties of Passengers

8.2.1. Passengers are obliged to:

• undergo screening of themselves, their baggage and hand luggage before boarding the aircraft;
• unconditionally comply with the reasonable demands of ground service employees, the aircraft commander, and recommendations of other crew members;
• comply with the rules for carrying baggage and hand luggage;
• take care of the safety of hand luggage and items carried in the aircraft cabin, and upon exit - take with them the hand luggage and items placed on board the aircraft;
• maintain discipline and order.

8.3. Prohibited Actions for Passengers

8.3.1. Passengers are prohibited from the following actions:

• carrying on the aircraft as baggage items that could cause harm to the aircraft, persons, or property on board the aircraft, animals and birds (except for domestic animals (birds) and service dogs), insects, fish stocking material, reptiles, rodents, experimental and sick animals, as well as items and substances whose air carriage as baggage is prohibited by the legislation of the Russian Federation, international treaties of the Russian Federation, or the legislation of the country to, from, or through which the carriage is conducted;
• creating situations that threaten the life, health, honor and dignity of other passengers, as well as aviation personnel, subjecting them to any verbal insult, threat, and especially physical violence;
• creating conditions that interfere with employees performing their official duties and hinder the service of other passengers;
• being in a state of intoxication, consuming alcoholic beverages brought on board the aircraft, except those offered by the crew;
• smoking in any part of the aircraft while it is on the ground and in flight;
• creating conditions that are uncomfortable for other passengers;
• damaging property belonging to the Airline, using it for personal purposes, or removing it from the aircraft;
• using emergency rescue equipment without appropriate instructions from the crew;
• moving to seats not indicated on the boarding pass on their own, except when complying with crew requirements;
• using electronic devices and communication means that have not been switched to "Airplane Mode" during taxiing, takeoff, climb, descent, and landing of the aircraft.

8.4. Responsibility of Passengers for Violation of Conduct Rules

8.4.1. Passengers are responsible for violating the Conduct Rules:

• on domestic airlines of the Russian Federation - in accordance with the current legislation of the Russian Federation;
• on international airlines - in accordance with the requirements of international air law and the legislation in force in the state of landing, regardless of the state in which the aircraft used for the flight is registered or operated;
• if the offense is committed outside the Russian Federation, but is directed against interests protected by the legislation of the Russian Federation, and the offender has not suffered appropriate punishment in the territory of the foreign state, in accordance with Article 12 of the Criminal Code of the Russian Federation, they are subject to such punishment upon returning to Russia.

9. Carriage of Certain Categories of Passengers

9.1. Service for Unaccompanied Children

9.1.1. The service for transporting an unaccompanied child on Airline flights applies to children aged 5 to 12 years. At the request of the parent (or legal guardian), the service for transporting unaccompanied children may also be applied to children over 12 years of age.

9.1.2. The child's age is determined on the date of commencement of carriage from the departure airport (point) specified in the travel document.

9.1.3. The service can be booked and paid for no later than 3 hours before the start of flight check-in:

• at the place of ticket purchase;
• at the Airline's own sales offices and at authorized ticketing agencies;
• via the Airline's call center;
• via the feedback form on the Airline's website;
• via social networks and messengers specified on the Airline's official website.

9.1.4. Parents or legal guardians of the child fill out 4 copies of the "Notification of Special Handling" on the Airline's form in accordance with Appendix 4, obtained at the place where the service was purchased.

9.1.5. The "Notification of Special Handling" is filled out by hand and provided at flight check-in. All entries must be made clearly, legibly, in block letters using a ballpoint pen.

9.1.6. Unaccompanied children are accepted for carriage subject to the following requirements from legal guardians:

• availability of a completed and signed "Notification of Special Handling" in 4 copies;
• presence of an accompanying person at the airport until the flight departure;
• presence of a receiving person at the arrival airport.

Attention: Unaccompanied children are accepted for carriage on direct non-stop domestic flights, with legal guardians completing the "Notification of Special Handling" (Appendix 4).

9.1.7. Unaccompanied children who require the provision of special services, such as ordering a wheelchair for movement around the airport, assistance or manipulations with hygiene or toilet, medical procedures, or additional care, are not accepted for carriage under the supervision of the Airline.

9.1.8. Check-in for unaccompanied children is carried out only at the airport check-in counter. An Airline Representative or Authorized Agent receives the child from the person seeing them off (parents or authorized person), signs the Notification, and bears personal responsibility for the child until handing them over to the responsible flight attendant.

9.1.9. The checked baggage of an unaccompanied child is tagged with a special identification tag (if available at the airport).

9.1.10. The Airline Representative or Authorized Agent is responsible for the child and accompanies them through the entire chain of subsequent service procedures at the airport, up to handing the child over to the receiving persons at the airport.

9.1.11. After passport control, the Airline Representative or Authorized Agent arranges for the child to be handed over to the receiving persons in the arrivals hall.

9.1.12. The child handover procedure includes:

• arranging for the delivery of the child's baggage until it is handed over to the receiving person;
• identifying the receiving person and verifying documents against the data specified in the Notification/Declaration;
• handing over the child, their checked baggage, and hand luggage to the receiving persons, with documentation.

9.1.13. The person receiving the child, as specified in the application, must be at the airport by the time of the flight's arrival and have a valid identity document with them.

9.1.14. In case of absence of the receiving person upon the arrival of a flight with an unaccompanied child, the Airline Representative takes measures to establish contact with the sending or receiving party. The purpose of contact is to resolve the issue of handing the child over to the receiving person at the destination airport or sending the child back on a return flight to the departure airport. Until the child is handed over to the receiving person or sent back to the departure airport, the airline representative provides the child with:

• drinking water — if waiting exceeds 2 (two) hours from the moment of aircraft landing;
• hot meal — if waiting exceeds 4 (four) hours from the moment of aircraft landing.

If contact with the sending or receiving party cannot be established within 6 (six) hours from the moment of flight arrival, the airline representative hands over the unaccompanied child to law enforcement officers (to the linear department of the Ministry of Internal Affairs of Russia at the airport). All expenses related to the child's maintenance (food, accommodation, etc.) incurred as a result of the receiving party's failure to appear are subject to reimbursement by the sending or receiving party.

9.2. Service for Unaccompanied Children During Irregular Flight Operations

9.2.1. In case of irregular flight operations (delay, landing at an alternate aerodrome), an unaccompanied child accepted for carriage remains under the responsibility of the Airline at all times. On board the aircraft, under the control of the senior flight attendant; at the airport terminal, under the control of an Airline Representative or a handling company employee.

9.2.2. In case of landing at an alternate aerodrome, the Call Center transmits information about the fact of delay/landing at the alternate aerodrome to the person receiving and the person seeing off the child.

9.2.3. When landing at an alternate aerodrome, flight attendants supervise the disembarkation of unaccompanied children from the aircraft last, giving these passengers special attention and necessary assistance. Upon the aircraft's arrival, the senior flight attendant of the crew hands over the child and their "Hand Luggage" baggage to the subsequent responsibility of an Airline employee or handling agent, along with the accompanying documents.

9.2.4. Upon receiving information about the arrival of an unaccompanied child, the Airline Representative or handling agent proceeds to the aircraft to take the unaccompanied child, along with their accompanying documents, under their responsibility and transfer them to the "mother and child" room. The Airline Representative or handling agent personally ensures that the unaccompanied child receives all services in accordance with FAR-82. The Airline Representative or handling agent is responsible for the child and accompanies them through the entire sequence of procedures upon the aircraft's arrival at the airport.

9.2.5. The Airline Representative or handling agent remains in contact with the persons receiving and seeing off the child.

9.2.6. When departing from the alternate aerodrome, the Airline Representative or handling agent collects the child from the "mother and child" room and accompanies them through the entire sequence of further service procedures at the airport until boarding the aircraft, where they hand over the child to the senior flight attendant of that flight's crew, under their subsequent responsibility and against signature in the accompanying documents.

9.2.7. In cases of departure delay from the original point, the unaccompanied child is handed over by the Airline Representative or handling agent to the responsibility of the person seeing them off, who must remain at the airport until the flight departs.

9.3. Carriage of Children Under 2 Years of Age and Children Over 2 Years of Age

9.3.1. A passenger has the right to carry with them one child no older than 2 years without providing a separate seat for them.

9.3.2. An infant under two years of age, as well as a disabled child under twelve years of age, are carried only when accompanied by an adult passenger or a passenger who, in accordance with the civil legislation of the Russian Federation, has acquired full legal capacity before reaching the age of eighteen (who are the parents or legal guardians of the child).

9.3.3. Consent for a child to travel abroad is formalized in accordance with the requirements of Article 20 of Federal Law No. 114-FZ of August 15, 1996 "On the Procedure for Exit from the Russian Federation and Entry into the Russian Federation": A minor citizen of the Russian Federation leaves the Russian Federation together with at least one of the parents (legal guardians). If a minor citizen of the Russian Federation leaves the Russian Federation unaccompanied, they must have with them, in addition to their passport, a notarized consent from the said persons for the minor citizen of the Russian Federation to leave, indicating the period of exit and the state they intend to visit.

9.3.4. Children under 2 years of age, carried without a separate seat, are placed on the laps of accompanying persons, who hold them securely with their hands. The lap of the accompanying person is not a "separate seat," therefore the requirement to fasten with a lap belt does not apply to children under 2 years of age sitting on the lap of an accompanying person. The passenger themselves, on whose lap the child is sitting, must be fastened with a lap seat belt in accordance with established rules.

9.3.5. Use of the passenger's own certified child restraint device on board the aircraft for a child under 2 years of age is permitted provided that a separate passenger seat on board the aircraft is purchased for the child. The Airline does not provide child car seats (bassinets).

9.3.6. Child restraint devices include child seats and child restraint systems.

9.3.7. The child seat and child restraint system must have one of the following manufacturer's markings:

• This restrain is certified for use in motor vehicle and aircraft;
• Approved for aircraft only;
• Safety Standards TSO-C100B/TSO-C100C.

9.3.8. Child restraint devices are installed on passenger seats. The preferred location for installing child devices is seats located next to the window.

9.3.9. Child restraint devices must not be located in aisle seats or in rows near emergency exits.

9.4. Use of a Child Seat (Bassinet)

9.4.1. The possibility of using the passenger's own child seat on board the aircraft is provided on condition that a separate passenger seat is booked for a child under 2 years of age. The Airline does not provide child seats.

9.4.2. The child seat (bassinet) must have a manufacturer's marking confirming its suitability for use on air transport. The child seat is secured for the entire duration of the flight to the passenger seat using the standard seat belt, facing either forward or backward in the direction of flight.

9.4.3. On board the aircraft, it is recommended to place the child seat:

• in window seats;
• next to the responsible person accompanying the infant or child using the child restraint device;
• the child seat is attached to the passenger seat in such a way as not to impede the evacuation of any passenger or safe access to emergency equipment;
• the child seat is installed on the passenger seat and secured with the standard seat belts in accordance with the safety requirements of the child restraint device manufacturer;
• in the absence of the passenger's own certified car seat (bassinet) for placing a child under 2 years in a separate seat, passengers may be refused carriage.

9.4.4. The dimensions of certified seats/bassinets must not exceed L*W*H 50x40x70 cm. If these dimensions are exceeded, the seat/bassinet is processed for carriage as baggage free of charge.

9.5. Use of the AmSafe Child Restraint System

9.5.1. Use of the child restraint system is possible on condition that a separate passenger seat is booked for the child.

9.5.2. To secure children in passenger seats on board the Airline's aircraft, a Child Restraint System is provided.

9.5.3. The AmSafe Child Restraint System complies with safety standard TSO-C100C and is designed to secure children aged one to four years, weighing between 10 and 20 kg, and no taller than 100 cm in a passenger seat. At this age, children are large enough to sit independently in a seat but are still too small for the standard seat belt to restrain them properly.

9.5.4. Children under 2 years of age must be restrained using a child restraint device during takeoff, landing, and whenever the "Fasten Seat Belts" sign is on, OR the adult passenger must hold the child on their lap, fastening the seat belt only around themselves (not around the infant).

9.5.5. It is forbidden to fasten an infant with the same seat belt as an adult.

9.5.6. The seating of a child in a row is carried out according to the number of available oxygen masks. It is forbidden to place an infant seat near an emergency exit or where it could block the passenger aisle to the exit.

9.5.7. If an adult is traveling with more than one child under two years of age, one child may sit on the lap of the accompanying adult; other children must be carried with separate seats provided for them.

9.5.8. For children aged 2 to 12 years, booking a separate seat is always required.

9.5.9. It is forbidden to fasten two children with one seat belt.

9.5.10. If a child cannot be properly fastened because the belt is too long, place a blanket or pillow between their back and the seat back, if available on board the aircraft or in the passenger's hand luggage.

9.5.11. Each child aged 2 to 12 years, regardless of the fare applied, is provided with a separate seat in the aircraft cabin and is permitted free baggage carriage according to the allowance established by the contract of air carriage. If, in these cases, baggage is carried in an amount exceeding the free baggage allowance, it is paid for according to the applicable baggage fare.

9.5.12. Passengers with children are prohibited from being assigned seats near emergency exits and emergency rescue equipment.

9.5.13. A child (children) under twelve years of age and the passenger accompanying them (them) shall be provided with adjacent passenger seats on board the aircraft.

9.5.14. Adjacent passenger seats on board the aircraft are passenger seats on board the aircraft located directly next to each other in the same row, not separated by an aisle, and, if the number of passengers exceeds the number of such passenger seats, passenger seats in the same row separated by an aisle, and/or passenger seats in adjacent rows located directly in front or behind.

9.5.15. Adjacent passenger seats are provided to the child (children) under twelve years of age and the passenger accompanying them (them) in accordance with the class of service on board the aircraft and in compliance with flight safety requirements.

9.5.16. If a passenger traveling with a child (children) under twelve years of age concludes a contract of air carriage after the start of flight check-in and there are no free adjacent passenger seats available at the time of check-in for the passenger traveling with the child (children) under twelve years of age, the passenger and the child (children) under twelve years of age traveling with them shall be provided with other free passenger seats.

9.5.17. No additional fee shall be charged for providing adjacent passenger seats, or in the case specified in clause 9.5.16, other free passenger seats, to the child (children) under twelve years of age and the passenger accompanying them (them) during flight check-in.

9.5.18. In the case of carriage of a child under twelve years of age with more than one passenger, such passengers have the right to choose the accompanying passenger who is to be provided with an adjacent passenger seat with the child under twelve years of age.

9.5.19. In the case of carriage of children under twelve years of age with more than one passenger, such passengers have the right to:

• choose the accompanying passenger who is to be provided with an adjacent passenger seat with the children under twelve years of age;
• choose for each child under twelve years of age an accompanying passenger who is to be provided with an adjacent passenger seat with the child under twelve years of age.

9.5.20. No additional fee is charged for selecting and providing passengers with adjacent passenger seats during check-in in accordance with the class of service on board the aircraft and in compliance with flight safety requirements.

9.6. Carriage of Pregnant Women and Newborn Children

9.6.1. Carriage of a pregnant woman is carried out on the condition that the Airline is not responsible to the pregnant woman for the consequences. For carriage, the passenger fills out a Passenger Guarantee Obligation (Appendix 2) at the check-in counter.

9.6.2. Pregnant women traveling from the 28th week must provide a medical certificate and complete a Passenger Guarantee Obligation (Appendix 2). The Guarantee Obligation is handed over to the Airline Representative.

Note: Expectant mothers should fasten their seat belts below the abdomen.

9.6.3. For children born prematurely, who have a medical certificate and a MEDA category, the rules for sick passengers/persons with disabilities apply.

9.7. Carriage of Passengers Denied Entry (INAD)

9.7.1. The Airline is not responsible for denying a passenger entry/exit to/from a country.

9.7.2. The passenger is obliged, at the request of the Airline or state authorities, to return to the point of departure or another destination that assumes unobstructed entry, due to the country's refusal to accept this passenger, regardless of whether that country is the destination or transit point.

9.7.3. At the request of the Airline, a passenger who has been denied entry into a country is obliged to compensate the Airline's expenses related to the carriage of such passenger.

9.7.4. Deported (removed) persons in custody/under escort are accepted for carriage only on non-stop flights.

9.8. Carriage of Passengers with Disabilities and Other Persons with Life Activity Limitations

9.8.1. In accordance with Article 106.1 of the Air Code of the Russian Federation, disability and the presence of life activity limitations in passengers cannot be grounds for requesting documents confirming the health status of such passengers in connection with their disability or life activity limitations. All services are provided to the passenger solely based on their request and cannot be imposed. The passenger notifies the Airline of the need to provide such services:

• at the place of ticket purchase;
• at the Airline's own sales offices and at authorized ticketing agencies;
• via the Airline's call center;
• via the feedback form on the Airline's website;
• via social networks and messengers specified on the Airline's official website.

9.8.2. If a passenger with disabilities or other persons with life activity limitations has not notified the Airline of their life activity limitations in the manner prescribed by clause 2.5.7 of the Rules, the Airline cannot guarantee to provide them with the appropriate conditions for air carriage.

9.8.3. At the airport, the airport operator, holding a certificate for airport activities related to passenger service, provides the following services free of charge to a passenger with disabilities and other persons with life activity limitations:

• escort and assistance with movement around the airport territory (including at boarding and alighting points for vehicles), check-in and baggage processing for air carriage, passing through screening, border and customs control at the airport, boarding and disembarking the aircraft, and receiving baggage upon aircraft arrival;
• provision of special mobility aids (including wheelchairs) to enable the movement of passengers with disabilities and other persons with life activity limitations around the airport territory;
• duplication of audio and visual information provided at the airport and necessary for the information of passengers with disabilities and other persons with life activity limitations;
• ensuring boarding and disembarkation, including with the use of a special lifting device (ambulift), for a passenger with disabilities and other persons with life activity limitations who is unable to move independently;
• provision for temporary use of a wheelchair to a passenger with disabilities and other persons with life activity limitations who is unable to move independently in case of delay in delivery to the destination airport or intermediate landing airport of a special mobility aid belonging to the passenger with disabilities and other persons with life activity limitations, or loss of or damage to this aid during air carriage;
• assistance in walking a guide dog for passengers with visual impairments.

9.9. Carriage of Convicted Persons and Persons in Custody

9.9.1. Carriage of convicted persons and persons in custody on board an aircraft is carried out in accordance with the requirements of regulatory legal acts of the Russian Federation, observing transport security measures.

9.9.2. Booking carriage for this category of passengers is made no later than 24 hours in advance:

• at the place of ticket purchase;
• at the Airline's own sales offices and at authorized ticketing agencies;
• via the Airline's call center;
• via the feedback form on the Airline's website;
• via social networks and messengers specified on the Airline's official website.

9.9.3. Convicted persons and persons in custody are carried accompanied by escorts, with at least three escorts required to accompany one person.

9.9.4. Convicted persons and persons in custody are constantly under escort surveillance during the flight, including when using the toilet.

9.9.5. Smoking accessories are confiscated and placed, along with hand luggage, in the baggage compartment of the aircraft. Personal belongings and baggage are carried in the baggage (cargo) compartment of the aircraft.

9.9.6. Escorting of convicted persons and persons in custody (except women and minors) during the flight is carried out in handcuffs.

9.9.7. Escorting to the toilet is done at their request, only one at a time, after a thorough inspection of the toilet, under the guard of a sentry and the chief of the guard or their assistant. The toilet door remains ajar while the escorted male is inside, and the handcuffs are removed.