Сonditions of carriage

1. General Provisions

1.1. Purpose and Scope

1.1.1. These Passenger Transportation Rules (hereinafter referred to as the Rules) have been developed in accordance with Article 102 of the Air Code of the Russian Federation and clause 4 of the Federal Aviation Regulations "General Rules for the Air Transportation of Passengers, Baggage, Cargo and Requirements for Servicing Passengers, Shippers, 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 air transportation of passengers and baggage carried out by Joint Stock Company “Smartavia Airlines” (the Carrier actually performing the air transportation of flights under code "5Н", "5N", "AUL", Certificate No. 466 dated April 21, 2021) (hereinafter referred to as the Airline) and are an integral part of the air transportation contract.

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

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

1.1.5. When concluding an air transportation contract, the Rules, fares, and charges that are in effect on the date of issuing the transportation 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 air transportation contract.

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

1.1.8. The Rules use the following terms and their definitions:

2. Booking of Air Transportation of Passengers and Baggage

2.1. General Provisions

2.1.1. The allocation of a passenger seat and cargo capacity on the aircraft (hereinafter referred to as the aircraft) for the transportation of a passenger and baggage on a specific flight and date (hereinafter referred to as booking) is a mandatory condition for air transportation of passengers and baggage.

2.1.2. Booking of air transportation of passengers and baggage can be made:

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

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

2.1.4. When booking, the passenger provides a mobile phone number and/or email address or other means of communication for informing them about schedule changes and for communication.

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

2.1.6. A passenger is considered properly informed about changes in the aircraft schedule from the moment the relevant notification is received (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 air ticket from third parties actually belongs to the passenger.

2.1.8. If 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 sending an employee on a business trip, as well as for group transportation (athletes, musicians, children, tourists, etc.)), the passenger is considered properly informed about changes 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 air ticket from third parties.

2.1.9. If the booking specifies a phone number that does not allow sending SMS (short text messages), notifications via the "Telegram" messenger, the "VKontakte" social network, the "MAX" messenger (for example, a landline number is specified), as well as in case of providing false/incorrect contact details, the passenger is responsible for the consequences of not receiving notifications sent to them.

2.1.10. In the case of issuing a concessional fare transportation or transportation at a subsidized fare, the passenger is obliged to provide documents proving their identity and entitlement to the concession when issuing the ticket.

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

2.1.12. The following types of carriage are to be agreed with the Airline:

• a passenger with a child under 2 years of age;
• an unaccompanied child who is 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, and who will be carried under the supervision of the Airline;
• a seriously ill passenger;
• a sick passenger on a stretcher;
• a visually impaired 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;
• a passenger's baggage when concluding an air carriage contract that provides for a free baggage allowance exceeding the free baggage allowance established by the Airline, or a passenger's baggage when concluding an air carriage contract that does not provide for 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);
• a 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, domesticated birds, small domestic animals: ferrets, polecats, mini-rabbits, hedgehogs, small primates (hereinafter - domestic animals (birds)), service dogs of the canine service of federal executive authorities (hereinafter - service dogs), guide dogs, brachycephalic dogs;
• animals, birds, insects, fish, etc., not classified as domesticated domestic animals or birds (hereinafter - livestock);
• human remains and animal remains.

2.1.13. To agree on a request for the carriage of a domestic animal (bird), service dogs, guide dogs, brachycephalic dogs, livestock, the passenger must provide information about the type of animal, weight, breed (for dogs), and container size. The passenger may be refused carriage of the animal if any discrepancy is found in the information provided in the request.

2.1.14. The Carrier reserves the right to limit the number of domestic animals (birds) carried on one flight depending on the aircraft type, flight route, commercial load, etc.

2.1.15. The booking will be canceled without prior notice to the passenger if the passenger has not paid for the carriage within the time limit established by the Airline and a ticket has not been issued to them.

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

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

2.1.17. If 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 carriage on subsequent sections of the transportation route no later than 2 hours after the departure of the flight they missed, and before the end of passenger check-in for the next flight on the transportation route, provided that the time from the departure of the missed flight to the departure of the flight on the next section of the transportation route is at least 24 hours and the carriage conditions on the subsequent sections of the route are not changed, the booking on the subsequent sections will not be canceled.

2.1.18. If the passenger has not notified the Airline of their intention to continue carriage on subsequent sections of the route, or has applied later than 40 minutes before flight departure, the Airline has the right to cancel the booking on each subsequent section of the transportation route without notifying the passenger.

2.2. Payment for Air Transportation of Passengers and Baggage

2.2.1. A carriage charge is levied for the transportation 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 transportation of a passenger and/or baggage between two points of the transportation route (hereinafter - fares) (see clause 2.4 of the Rules "Fares and Charges").

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

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

2.2.5. Payment for carriage and ticket issuance may be made before booking in the following cases:

• issuance of a ticket with an open date of departure (without specifying a fixed date on the ticket);
• issuance of a ticket with a waitlist status for available cargo capacity (ticket with status "standby");
• issuance of a ticket when there is available cargo capacity after the completion of passenger check-in and baggage acceptance.

2.2.6. When paying for the transportation of a passenger and their baggage, the fares in effect on the date of the start of the carriage shall apply. If fares are changed by the Airline before the start of carriage, passengers traveling on tickets issued before the fare change shall be transported without recalculation, provided that the original terms of the air transportation contract are maintained.

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

2.2.8. In the event of a voluntary change by the passenger of the terms of the air transportation contract after the start of carriage, when the carriage charge changes, the carriage shall be carried out at the fares that were in effect on the date of the start of carriage.

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

2.3. Execution of the Air Transportation Contract (Ticket)

2.3.1. Transportation documents include: ticket, baggage check, miscellaneous charges order, receipt for payment of excess baggage, miscellaneous charges receipt, electronic multipurpose document.

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

2.3.3. A separate ticket is issued for each passenger.

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

2.3.5. In the case of selling a concessional fare or a fare at a special fare, the ticket is issued based on the data of the identity document and documents confirming the passenger's right to a concession or to apply a special fare.

2.3.6. Issuance of tickets for Airline flights is based on a passenger identity document, which includes:

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

2.3.7. If a passenger intends to present a different identity document at check-in than the one on which the ticket was issued, the passenger must contact the Airline or an authorized agent in advance to make changes to the ticket and the computerized reservation system regarding the identity document, and the Airline or authorized agent shall take actions to make these changes. Changes to the ticket are made with a fee for changing passenger data on 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 transportation of passengers and baggage, which is established by the Airline in accordance with the "Procedure for Charging for Scheduled Air Transportation 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 transportation of a passenger and/or baggage between two points of the transportation route.

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

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

2.4.6. The passenger fare includes expenses related to the provision and execution of the passenger's carriage and, if the fare application conditions provide for a free baggage allowance, expenses related to the provision and execution of 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 transportation rules, including expenses for booking, selling, and issuing carriage on transportation documents, for passenger service and baggage handling within the free baggage allowance at airports, onboard the aircraft, in case of flight delays, flight cancellations, changes to the transportation route, expenses for carriage under the concessional fare for children under 12 years of age.

2.4.7. The baggage fare includes expenses related to the provision and execution of 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 transportation rules, including expenses for handling such baggage at airports.

2.4.8. When paying for the transportation of a passenger and their baggage, the fares in effect on the date of the start of the carriage shall apply. If fares are changed by the Airline before the start of carriage, passengers traveling on tickets issued before the fare change shall be transported without recalculation, provided that the original terms of the air transportation contract are maintained.

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

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 the fare is established by the Airline. The fare start date is the first date on which carriage paid at the fare may begin; the fare end date is the last date on which carriage paid at the fare may begin.

2.4.12. Other conditions not specified in these Rules are regulated by the "Procedure for Charging for Scheduled Air Transportation 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 the 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 ticket sales agencies;
• on the Airline's official website;
• during online check-in for the flight (no earlier than 24 hours and no later than 3 hours before the flight departure time);
• at the check-in counters at the departure airport.

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

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

2.5.4. In the interests of flight safety, crew members have the right to change the seating arrangement of passengers 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 in certain categories are not seated in the following areas:

1. Emergency exit:
   • 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 does not allow them to quickly understand crew instructions and/or perform necessary actions in case of emergency evacuation;
   • passengers carrying a domestic animal (bird), service dog, or guide dog in the passenger cabin;
   • passengers accepted for carriage under guard;
   • passengers who have been refused entry into the country by the Airline or state authorities, or who have been refused onward carriage at a transit point, as well as deported passengers (regardless of the presence of accompanying persons);
   • passengers with baggage "Cabin Baggage" (for baggage purchased seat) in the aircraft cabin;
   • employees of the courier service and special communications service carrying official correspondence;
   • passengers who do not speak Russian or English;
   • passengers with an extended seat belt.
2. On seats in the first row:
   • passengers carrying a domestic animal (bird), service dog, or guide dog in the passenger cabin;
   • employees of the courier service and special communications service carrying official correspondence.

Note: Seats near emergency exits and in the first row have fixed armrests that do not recline.

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

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

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

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

2.6.1. The 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 section of the transportation route, the passenger must notify the Airline of their intention to continue carriage on subsequent sections 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 ticket sales agencies;
• via the Airline's call center;
• via the Airline's website;
• via social networks and messengers listed on the Airline's official website.

2.6.2. If the passenger has not notified the Airline of their intention to continue carriage on subsequent sections of the transportation route in accordance with clause 27 or clause 27(1) of FAR-82 or clause 2.1.15 of the Rules, the Airline will cancel the booking on each subsequent section of the route without notifying the passenger.

2.6.3. A passenger's refusal of carriage on any section of the transportation route is considered a change to the route and is carried out in accordance with the procedure established for changes by the passenger to the terms of the air transportation contract.

2.6.4. The Airline has the right to cancel or delay the flight specified on the ticket, replace the aircraft, or change the transportation route if flight safety and/or transport security requirements necessitate it, as well as at the request of state authorities within their competence.

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

• violation by the passenger of passport, customs, sanitary, and other requirements established by the legislation of the Russian Federation concerning air transportation;
• the passenger's refusal to comply with the requirements imposed on them by federal aviation regulations;
• if the passenger's health condition requires special conditions for air transportation, or threatens the safety of the passenger themselves or other persons, as confirmed by medical documents, and also creates disorder or unavoidable inconvenience for other persons;
• the passenger's refusal to pay for the carriage of their baggage in the amount and on the terms stipulated by the air transportation contract;
• violation by the passenger of the rules of conduct onboard the aircraft, creating a threat to the safety of the aircraft flight, or a threat to the life or health of other persons, as well as the passenger's failure to comply with the orders of the aircraft commander;
• the presence in the passenger's belongings, as well as in the baggage, of items or substances prohibited for air transportation;
• and in other cases established by the current legislation of the Russian Federation.

2.6.6. The procedure for refunding the carriage charge to the 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 where the carriage was paid for, in accordance with 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 air transportation contract due to the passenger's voluntary refusal of the entire carriage or part of the carriage in accordance with the fare application conditions.

2.6.9. Other conditions for termination of the air transportation contract and refund of funds are regulated by the "Procedure for Charging for Scheduled Air Transportation 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. Check-in for the Flight

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 the boarding pass in advance for presentation at the airport.

3.1.3. At the airport, the boarding pass can also be printed at the check-in counter until it closes.

3.1.4. At some airports:

• a self-service boarding pass printing service is available at kiosks;
• the electronic boarding pass can be used on a mobile device (when using an electronic boarding pass, please note that it must be presented at the gate and when boarding the aircraft). Information on the availability of this service can be checked on the Airline's website;

3.1.5. To check in baggage, a passenger who has completed online check-in must go to the check-in counter or baggage drop-off counter (Drop-Off) before the check-in deadline for the flight.

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

• unaccompanied children;
• passengers with reduced mobility who require escort service to the aircraft;
• passengers with disabilities;
• passengers carrying animals.

3.1.7. For connecting transportation involving two or more flights operated by the Airline, the passenger must consider the time required for check-in 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's departure.

3.2. Airport Check-in

3.2.1. Check-in at the airport starts no later than 2 hours before departure and ends 40 minutes before the flight's departure.

3.2.2. Unaccompanied children can only check in at the check-in counter at the departure airport.

3.2.3. Passengers with disabilities and other persons with limited mobility requiring assistance can only check in at the check-in counter at the departure airport.

3.2.4. Passengers carrying animals can only check in at the check-in counter at the departure airport.

3.2.5. Passengers who are late for the check-in deadline will not be permitted to fly. If there is no risk of flight delay or other factors, an Airline representative may reopen check-in for late passengers. This service is provided for a fee.

4. Carry-on Baggage and Checked Baggage

4.1. Carry-on Baggage

4.1.1. The carry-on baggage allowance is 1 piece with dimensions not exceeding 40x30x20 cm and a weight not exceeding 10 kg.

4.1.2. In addition to the free carry-on baggage allowance and without charging an additional fee, the passenger has the right to carry the following items:

• a backpack with items placed in it, with dimensions of 30x25x7 cm and weighing up to 3 kg, or a lady's handbag with items placed in it, or a briefcase with items placed in it, having dimensions that allow it to be safely placed in the aircraft cabin on an overhead bin or under the seat in front of the passenger;
• goods purchased at duty-free shops at the airport, as well as in the airport transport security zone, packed in a sealed (tamper-evident) plastic bag, with dimensions of 30x25x7 cm and a weight of up to 2 kg;
• medicines for medical use, dietary food products in quantities needed for the duration of the flight;
• a bouquet of flowers with dimensions that allow it to be safely placed in the aircraft cabin on an overhead bin or under the seat in front of the passenger;
• outerwear worn by the passenger;
• baby food for the child for the duration of the flight;
• a suit in a folding garment bag;
• a device for carrying a child, including a child bassinet, restraint systems (devices) for children under two years of age, a baby stroller, with established dimensions of no more than 40x30x20 cm, and allowing them to be safely placed in the aircraft cabin on an overhead bin or under the seat in front of the passenger;
• crutches, a folding wheelchair, a walking stick, a tactile cane, folding walkers, including folding rollators, prostheses of upper and lower limbs in packaging, used to compensate for or eliminate permanent limitations in the life activities of a passenger with disabilities and other persons with limited mobility, and having dimensions that allow them to be safely placed in the aircraft cabin on an overhead bin or under the seat in front of the passenger;
• means intended for the care of prostheses of upper and lower limbs, in packaging, used to compensate for or eliminate permanent limitations in the life activities of a passenger with disabilities and other persons with limited mobility, and having dimensions that allow them to be safely placed in the aircraft cabin on an overhead bin or under the seat in front of the passenger.

4.1.3. Additionally, the following items, one of each, are allowed to be carried in the aircraft cabin:

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

4.1.4. Carry-on baggage dimensions are checked twice. Initially at the check-in counters, and a second check is performed at the departure gate. Dimension checks in the boarding area are conducted before scanning the boarding pass.

4.1.5. The passenger is responsible for the safety of their carry-on baggage (clause 4.1.1 of these Rules) and items carried in excess of the established allowance (clause 4.1.2 of these Rules) in the aircraft cabin, and must take them when leaving the aircraft.

4.1.6. The carry-on baggage must fit freely and without force into the designated sizer, and the sizer lid must close completely and without force.

4.1.7. If the carry-on baggage exceeds the dimensions of 40x30x20 cm or weighs more than 10 kg, it will be transported for an additional fee.

4.1.8. The carry-on baggage allowances of several passengers traveling together cannot be combined.

4.1.9. Carry-on baggage exceeding the weight and/or dimensions established above must be checked in as baggage by the passenger in accordance with the terms of the concluded air transportation contract.

4.1.10. A folding wheelchair with dimensions that do not allow it to be safely placed in the aircraft cabin must be checked in as baggage free of charge, i.e., in excess of the established allowance.

4.1.11. Baby strollers (including folding "cane" type strollers) with dimensions that do not meet the carry-on baggage allowance and cannot be safely placed in the aircraft cabin must be checked in as baggage during check-in, in excess of the established free baggage allowance.

4.1.12. The list of items and substances prohibited (or permitted) for carriage in checked baggage and carry-on baggage is specified in Appendix 1 of the Rules.

4.1.13. When additional transport security measures 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 allowed to bring syringes into the aircraft cabin, but only upon presentation of a relevant medical certificate.

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

4.2. Musical Instruments

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

4.2.2. Musical instruments may be carried in the passenger cabin as carry-on baggage without additional charge, subject to certain conditions:

• the passenger carrying the musical instrument has no other carry-on baggage;
• the dimensions of the musical instrument do not exceed 40x30x20 cm and the weight does not exceed the carry-on baggage allowance for the fare.

4.2.3. If the passenger has additional carry-on baggage besides the musical instrument, or if the dimensions exceed the established limits, the musical instrument must be carried in the baggage compartment as checked baggage (according to the fare application conditions).

4.2.4. As carry-on baggage with an additional passenger seat in the aircraft cabin, provided that the passenger purchases the "Cabin Baggage" service.

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

4.2.6. Ordering and paying for an additional seat can be done:

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

4.2.7. When a passenger purchases an additional seat, the checked baggage allowance does not increase.

4.3. Oversized and Heavy Baggage

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

4.3.2. In exceptional cases, baggage weighing from 32 to 50 kg and with a sum of three dimensions exceeding 203 cm may be accepted. The carriage of such baggage must be pre-agreed with the Airline:

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

4.3.3. If the carriage of these categories of baggage has not been pre-agreed and confirmed by the Airline, the Airline has the right to refuse to transport them.

4.3.4. Packaging for baggage weighing more than 32 kg must allow it to be handled by two loaders. Such baggage is marked 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 is loaded onto the aircraft using ground mechanization equipment.

4.3.7. Items with dimensions exceeding 203 cm or weight exceeding 50 kg are accepted for carriage only as cargo.

4.4. Weapons

4.4.1. The carriage of weapons and ammunition on Airline flights is carried out in accordance with the Federal Aviation Regulations "On the Air Transportation 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, models of weapons, or licenses for their acquisition, collection, or exhibition, and a travel certificate (assignment) with a note indicating the presence of a weapon.

4.4.3. Pneumatic devices with muzzle energy exceeding 3 J are classified as civilian weapons and are transported in the same manner as other weapons. When transporting pneumatic weapons with muzzle energy exceeding 7.5 J and a caliber greater than 4.5 mm, a permit for carrying and storage is required.

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

4.4.5. A weapon unit and ammunition are considered as one piece and are included in the free checked baggage allowance. If the air ticket fare belongs to the "Light" group, the charge is calculated at the rate for an additional piece of excess baggage.

4.4.6. As checked baggage, one passenger may carry a maximum of 5 units of weapons and no more than 1000 rounds of ammunition, weighing no more than 5 kg. Ammunition weighing more than 5 kg may only be carried as dangerous goods.

4.4.7. The transport of weapons belonging to citizens is carried out in holsters, cases, or special containers, as well as in the weapon manufacturer's original packaging (for foreign citizens, the transport of weapons imported into the Russian Federation for hunting or participation in sporting events to the location of the relevant event is carried out in lockable cases).

4.4.8. The carriage of ammunition with explosive or incendiary bullets, gas pistol cartridges, as well as devices loaded with tear gas or irritant substances, onboard civil aviation aircraft is prohibited.

4.4.9. Electroshock devices and spark arresters of domestic production are classified as civilian weapons and are transported in the same manner as other weapons. When transporting electroshock devices, it is necessary to have 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 their transport is accordingly also prohibited.

4.4.10. Weapons of passengers traveling in transit from foreign countries through one airport of the Russian Federation to another are registered up to the airport of initial entry into the Russian Federation. The registration, delivery, and loading of such passengers' weapons onboard the aircraft are carried out in accordance with Chapter II of the Federal Aviation Regulations "On the Air Transportation 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 traveling in transit from one airport of the Russian Federation through another to a foreign country are registered up to the transfer airport within the Russian Federation. At the transfer airport, the registration, delivery, and loading of such passengers' weapons onboard the aircraft are carried out in accordance with Chapter III of the Federal Aviation Regulations "On the Air Transportation 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. The Airline's responsibility when transporting animals:

• 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 destination or transit country prohibits the entry or transit of the animal.
• The Airline may refuse to carry the animal if the passenger does not have a confirmed flight booking and if the passenger refuses to pay for the animal's carriage.

4.5.2. The passenger's responsibility when transporting animals:

• The passenger must comply with all requirements of the Airline and veterinary control authorities regarding the carriage of animals onboard the aircraft.
• The passenger shall compensate the Airline for all losses and additional expenses incurred if, due to the passenger's violation of the animal carriage rules during the flight, any emergency situation arises.

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

4.5.4. Domestic animals (birds) are accepted for carriage only if accompanied by a passenger aged 12 years or older, and with prior agreement with the Airline:

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

4.5.5. When transporting domestic animals (birds), the passenger must provide documents required by the legislation of the Russian Federation, international treaties, and the legislation of the country to, from, or through whose territory the carriage is carried out.

4.5.7. The following are not accepted for carriage as baggage (in the cabin or in the baggage compartment of the aircraft):

• Exotic and wild animals: arthropods, reptiles, amphibians, rodents, fish.
• Wild predators: large cats, primates, and other wild animals.
• Sick and experimental animals.
• Animals with a total weight (including container) exceeding 50 kg.

These animals are accepted for carriage strictly through the cargo terminal as cargo.

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

4.5.9. Domestic animals (birds), whether carried in the aircraft cabin or in the baggage compartments, must be placed in a lockable container (cage/carrier).

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

4.5.11. The container (cage/carrier) must be large enough for the animal to stand in a 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) must be clean, odorless, have a secure locking device to prevent accidental opening, and have ventilation openings. The openings must be small enough to prevent the animal from injuring itself by protruding any part of its body through them, and must ensure protection against bites and scratches from the animal.

4.5.13. The bottom of the container (cage/carrier) must be solid, moisture-proof, covered with non-toxic absorbent material, and have a rim around the perimeter of the bottom to prevent the absorbent material from spilling. The container lid must be solid, but ventilation openings or welded mesh over the entire surface are permitted, provided they do not reduce the container's leak-tightness or 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 container door must be 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 must be additionally secured with removable fastenings, 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) must be equipped with handles for easy transport. If the cage with the animal weighs more than 23 kg, there must be at least 2 handles.

4.5.16. Domestic animals (birds) are accepted for carriage 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 domestic animals (birds), nor for refusal of entry or transit through any country or territory.

4.5.17. Brachycephalic dogs (with shortened skulls: Pugs, Pekingese, Shih Tzus, Boxers, Griffons, Bulldogs, etc.) are, due to their sensitivity to temperature changes and stress, only permitted to be carried in the aircraft cabin as carry-on baggage, in accordance with the rules for transporting animals in the cabin. The carriage of these dog breeds as baggage or cargo is prohibited. For transporting animals of these breeds, the passenger is required to complete a Liability Release for Transporting Live Animals (Appendix 3 of the Rules). Before departure, the completed release form must be handed over to the Airline Representative.

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

4.6.1. Transporting live animals is permitted:

• in a plastic container, if the container consists of upper and lower parts that are securely connected with bolts. Using only plastic clips to fasten the upper and lower parts is not permitted;
• in a wooden container made of wood or plywood, with a minimum wall thickness of 12 mm for dogs and 6 mm for cats;
• with welded mesh thickness of at least 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 Release for Transporting Live Animals (Appendix 3 of the Rules).

4.6.3. At all stages of the flight, the animal must remain inside the carrier.

4.7. Conditions for Transporting Animals in the Aircraft Cabin

4.7.1. The container (cage/carrier) with a bird must be covered with dense, light-proof fabric.

4.7.2. When transporting domestic animals (birds) in the aircraft cabin during takeoff, landing, and during turbulence, the container must be safely placed under the seat in front or at a location indicated by the flight attendant, and must 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 the food intended for the domestic animal (bird) and service dog are not included in the free baggage allowance and must be paid for by the passenger at the fare established by the Airline. If the carriage of an animal on a passenger seat is arranged, payment of the fare for the animal's carriage is not required. If the Airline agrees to place and transport two or more animals in one cage, the fare for the animal's carriage is charged separately for each animal.

4.7.4. Passengers carrying a domestic animal (bird) or service dog in the passenger cabin will be assigned seats according to the aircraft configuration. It is prohibited to place them near emergency exits, near galleys and toilets, near partitions, or in the same block of seats with passengers with children or with other passengers carrying animals, except in cases where the animals live in the same household (their carriage is requested in one booking).

4.7.5. The carriage of a service dog in the aircraft cabin, with the Airline's consent, 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 must wear a collar and muzzle and be attached to the seat at the feet of the accompanying passenger.

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

4.7.8. Service dogs whose dimensions do not meet the Airline's established standards for transporting animals in the aircraft cabin must be carried only in the baggage/cargo compartment of the aircraft.

4.7.9. A guide dog accompanying a visually impaired passenger is carried free of charge, in excess of the established free carry-on baggage allowance, without weight restriction, upon presentation of a document confirming the passenger's visual disability and a document confirming the guide dog's special training. The guide dog must wear a collar and muzzle and be attached to the seat at the feet of the passenger it accompanies.

4.7.10. Passengers traveling with a guide dog are assigned seats in the rear part of the aircraft (excluding seats near emergency exits and in the seat block by the cabin partitions).

4.8. Ski Equipment

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

4.8.2. A ski equipment set includes: skis, poles, boots, helmet or snowboard, poles, boots, helmet, for tickets issued under baggage-inclusive fares. All packed in one common or two separate bags.

4.8.3. Under "Light" group fares, ski equipment is subject to a charge.

4.9. Bicycle

4.9.1. Bicycles are accepted 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 fork;
• the handlebars are secured to the bicycle;
• pedals are removed;
• no more than 2 pieces (frame + separately packed wheels) are considered as one unit.

4.10. Scooter

4.10.1. A scooter may be carried as carry-on baggage if it has a folding mechanism, packaging or a cover, and meets the weight and dimensions allowed for the fare under which the ticket was purchased. Carrying a scooter as carry-on baggage is possible free of charge, counting towards the established carry-on baggage allowance.

4.11. Hockey Equipment

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

4.12. Golf Equipment

4.12.1. Golf equipment packed in one bag (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 size restriction (sum of three dimensions) is waived). For fares that do not include a free baggage allowance, it is transported for a fee (the size restriction (sum of three dimensions) is waived).

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

4.14.1.Counted as one piece and included in the free carry-on baggage and/or baggage allowance.

4.14.2.If the total number of baggage pieces exceeds the allowance on the ticket, or if the weight and/or dimensions of the equipment exceed the established allowance per free piece of carry-on baggage and/or baggage, the "Sports Equipment" baggage fare will apply to the items listed above.

4.15. Baggage Allowance

4.15.1. The baggage allowance is determined by the current norms of the Russian Federation and international law, as well as by the Airline's current rules.

Standard Free Checked Baggage Allowance

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 not exceeding 115 cm in the sum of three dimensions.

4.15.3. Upon request, for passengers traveling together for the same purpose to the same destination or stopover point on the same flight (family members, traveling companions, or persons on a business trip), and when such passengers have concluded air carriage contracts providing for a free baggage allowance, their baggage may be combined, taking into account the total free baggage allowance weight for each passenger.

4.15.4. If passengers have purchased tickets with fares that do not include a free baggage allowance, and if such passengers have paid for baggage according to the Airline's baggage fare, the Airline, upon the passengers' request, may combine 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 has applied the combination of free baggage allowances for passengers traveling together (1 piece not exceeding 30 kg), any remaining baggage will be accepted for carriage with payment in accordance with the baggage fares.

4.15.7. Carry-on baggage and checked baggage allowances cannot be combined.

4.15.8. The weight of one combined baggage piece must not exceed 30 kg, with dimensions of 203 cm in the sum of three measurements, and is accepted for carriage without additional charge.

4.15.9. If the baggage allowance of an infant under 2 years of age is combined with the baggage allowance of an adult passenger (the baggage allowance from the ticket or purchased), the permissible size of the combined baggage is 203 cm in the sum of three measurements.

4.15.10. For specific destinations/flights/fare offers/passenger categories, the Airline reserves the right to change the standard free baggage and carry-on baggage allowances, either increasing or decreasing them.

4.15.11. During check-in, the passenger must present for weighing any items they are carrying, except for items needed during boarding, disembarkation, and the flight.

4.15.12. Each piece of checked baggage must have proper 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, crew members, third parties, or damage to the aircraft, other passengers' baggage, or other property.

4.15.13. Baggage that does not comply with the requirements of this clause will not be accepted for carriage.

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

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

4.15.15. In such cases, the presence and nature of the damage must be confirmed by the passenger's signature. If damaged baggage is accepted from a passenger, a corresponding note about the nature of the damage is made, and a commercial report is drawn up.

4.16. Declared Value Baggage

4.16.1. The passenger has the right to declare the value of their checked baggage both at the point of departure and at any intermediate point on 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 for declaring the value of baggage is charged in accordance with the Airline's fare application rules. 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 confirmed by a receipt for payment of excess baggage or a miscellaneous charges order, indicating the points between which the passenger has requested the carriage of baggage with declared value. If, at an intermediate point on the route, the passenger declares a higher value for their baggage than previously declared, they must pay an additional fee.

4.16.4. When a passenger declares the value of baggage to be carried, the Airline has the right to request an inspection of the baggage contents, and if there is a clear discrepancy between the declared value and the baggage contents, to determine its actual value.

4.16.5. The passenger is obliged to provide evidence of the value of the checked baggage (invoice, price list, receipt, or other document) for the amount of the declared value. If the necessary evidence of the declared value is not provided, the Airline has the right to refuse carriage of baggage with 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 form a commission comprising an Airline Representative, the head of the airport baggage handling shift, the check-in duty officer, the senior baggage acceptance officer, or a loader.

4.16.7. All items accepted for carriage as declared value baggage must be in good condition and securely packed. The weight and dimensions of the 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 packaging is deemed not to comply with the Rules, or if the baggage requires special precautions during carriage.

5. Passenger Service Onboard the Aircraft

When serving passengers onboard the aircraft, the Airline:

• informs passengers about flight conditions and the Rules of Conduct for Passengers onboard the aircraft (clause 8 of the Rules), as well as the location of main and emergency exits, conditions for leaving the aircraft in emergency situations, and the location of emergency and survival equipment in the cabin;
• provides passengers with cold drinking water (hot water is available if the passenger has their own thermos);
• provides meals and hot drinks for a separate fee;
• provides first aid in case of injury or illness during the flight.

6. Provision of Additional Services

In the event that passengers are provided with additional services not specified in the Rules and in the fare application conditions, the Airline acts solely as an agent of the 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 transportation document/voucher for the transportation or other non-air services provided by the third party.

7. Filing Claims

7.1. Deadlines and Requirements for Filing Claims

7.1.1. Claims by passengers for financial compensation are written statements with the necessary supporting documents attached.

7.1.2. The right to file claims against the Airline is held by an individual (passenger) or a legal entity representing the passenger's interests in accordance with the law.

7.1.3. If a claim is submitted by a person other than 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 for financial compensation are accepted in writing, sent to the Airline's postal address: 163053, Arkhangelsk Oblast, Arkhangelsk, Talazhsky Aviagorodok settlement, Airport Arkhangelsk street.

7.1.5. Claims regarding damaged or lost baggage are accepted both in writing by mail and on the Airline's website: Claim for damaged/lost baggage.

7.1.6. The claim will be considered if the applicant complies with the filing deadline:

7.1.7. For domestic transportation, a claim against the Airline may be filed by the passenger within six months. The period is calculated as follows:

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

7.1.8. For international transportation, the following deadlines apply:

• for damaged baggage – within 7 calendar days from the date of receipt of the baggage;
• for delayed baggage delivery – within 21 calendar days from the date of baggage delivery to the passenger or to the person entitled to receive it;
• for lost baggage – within 18 months from the date the aircraft arrived at the destination, or from the date it should have arrived, or from the date the air carriage ceased;
• for all other cases – from the day of the occurrence of the event that served as the basis for the claim.

7.2. List of Documents Attached to the Claim

For delayed delivery/lost baggage:

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

Claims for lost/delayed baggage may be submitted by mail or electronically on the Airline's website: Claim for damaged/lost baggage.

For damaged baggage:

• baggage tag or commercial report (optional);
• boarding pass (optional);
• commercial report (mandatory). The commercial report for damaged/shortage of baggage must be 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 Clause 1, Article 124 of the Air Code of the Russian Federation;
• information on the weight of the empty suitcase (mandatory);
• application for fund transfer (mandatory).

Claims for lost/delayed baggage may be submitted electronically on the Airline's website: Claim for damaged/lost baggage.

For flight delay/cancellation:

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

7.2.1. For ticket/service refund and for reimbursement of costs/losses due to other reasons. Claims are accepted if the passenger (authorized person) cannot obtain a refund for unused carriage/service at the place of 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 fund transfer with bank details attached.

7.2.2. The inability to provide originals and copies must be confirmed or evident from the claim materials. Receipts, payment slips, and other documents submitted for payment as incurred losses must be attached without exception.

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. The claim will not be considered in the following cases:

• the claim does not contain information about the addressee (full name, postal or email address, contact phone number);
• the text of the claim is illegible;
• the passenger has already received a written response to a similar claim, and no new arguments or circumstances are presented in the current application;
• the claim contains obscene or offensive language, threats to the life, health, or property of Airline employees or 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 Services and Onboard the Aircraft, for the Purposes of Ensuring Transport Security

8.1. Rights of Passengers

8.1.1. Passengers have the right to:

• demand the provision of all services specified in the terms of the air transportation contract;
• if their life, health, honor, or dignity is in danger, to appeal to Airline employees, law enforcement representatives, and demand that they take measures for their protection.

8.2. Duties of Passengers

8.2.1. Passengers are obliged to:

• undergo screening, baggage, and carry-on baggage inspection before boarding the aircraft;
• unconditionally comply with the justified demands of ground service employees, the aircraft commander, and recommendations of other crew members;
• comply with the rules for transporting baggage and carry-on baggage;
• take care of the safety of their carry-on baggage and items carried in the aircraft cabin, and upon leaving, take with them their carry-on baggage and items placed onboard;
• maintain discipline and order.

8.3. Prohibited Actions for Passengers

8.3.1. Passengers are prohibited from the following actions:

• transporting as baggage on the aircraft items that may cause harm to the aircraft, persons, or property onboard, animals and birds (except for domestic animals (birds) and service dogs), insects, fish fry, 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 whose territory the carriage is carried out;
• creating situations that threaten the life, health, honor, and dignity of other passengers and aviation personnel, or using any verbal insult, threat, or physical violence against them;
• creating conditions that interfere with employees performing their duties and preventing 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 or 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 and survival equipment without appropriate crew instructions;
• moving to seats not indicated on the boarding pass, except when complying with crew orders;
• using electronic devices and communication equipment that have not been switched to "Flight Mode" during taxiing, takeoff, climb, descent, and landing of the aircraft.

8.4. Responsibility of Passengers for Violating the Rules of Conduct

8.4.1. Passengers are responsible for violating the Rules of Conduct:

• 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 was committed outside the Russian Federation but is directed against interests protected by the legislation of the Russian Federation, and the offender has not been punished 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. Transportation of Certain Categories of Passengers

9.1. Service for Unaccompanied Children

9.1.1. The unaccompanied child transportation service on Airline flights applies to children aged 5 to 12 years. At the request of a parent (or legal representative), the unaccompanied child service may also apply to children over 12 years old.

9.1.2. The child's age is determined on the date of the start of carriage from the departure airport (point) indicated in the transportation document.

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

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

9.1.4. The child's parents or legal representatives must complete the "Special Handling Notification" form in 4 copies on an Airline form, in accordance with Appendix 4, obtained at the place where the service was purchased.

9.1.5. The "Special Handling Notification" must be completed manually and submitted at 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 by legal representatives:

• a completed and signed "Special Handling Notification" in 4 copies;
• an accompanying person must be present at the airport until the flight departs;
• a receiving person must be present at the arrival airport.

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

9.1.7. Unaccompanied children requiring special services, such as requesting a wheelchair for movement around the airport, assistance with hygiene or toilet needs, medical procedures, or additional care, will not be accepted for carriage under the Airline's supervision.

9.1.8. Check-in for unaccompanied children is done only at the airport check-in counter. The Airline Representative or Authorized Agent receives the child from the accompanying person (parents or authorized person), signs the Notification, and assumes 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 all subsequent service procedures at the airport, until the child is handed over to the receiving person at the destination airport.

9.1.11. After passing through passport control, the Airline Representative or Authorized Agent arranges for the child to be handed over to the receiving person 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 their documents against the details specified in the Notification/Declaration;
• handing over the child, their checked baggage, and carry-on baggage to the receiving person, with proper documentation.

9.1.13. The receiving person specified in the request must be at the airport by the time the flight arrives and have a valid identity document.

9.1.14. If the receiving person is not present upon the flight's arrival with the unaccompanied child, the Airline Representative will take measures to contact 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 the 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 will provide the child with:

• drinking water — if the waiting time exceeds 2 (two) hours from the aircraft's landing;
• hot meals — if the waiting time exceeds 4 (four) hours from the aircraft's landing.

If contact with the sending or receiving party cannot be established within 6 (six) hours from the flight's arrival, the Airline Representative will hand over the unaccompanied child to law enforcement officers (to the local police department at the airport). All expenses related to the child's care (meals, accommodation, etc.) arising from the receiving party's failure to appear shall be reimbursed by either the sending or receiving party.

9.2. Service for Unaccompanied Children in Case of Flight Irregularities

9.2.1. In the event of a flight irregularity (delay, diversion to an alternate airport), the unaccompanied child accepted for carriage remains under the Airline's responsibility at all times. Onboard the aircraft, this is under the control of the senior flight attendant; at the terminal, under the control of an Airline Representative or a staff member of the handling company.

9.2.2. In the event of a diversion to an alternate airport, the Call Center will inform the receiving and sending parties about the delay/diversion.

9.2.3. When diverted to an alternate airport, flight attendants will supervise the disembarkation of unaccompanied children from the aircraft last, paying special attention and providing necessary assistance to these passengers. Upon arrival of the aircraft, the senior flight attendant will hand over the child, their carry-on baggage, and accompanying documents to an Airline employee or handling agent, who will then assume further responsibility.

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 child, along with 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 all service procedures upon the aircraft's arrival at the airport.

9.2.5. The Airline Representative or handling agent remains in contact with the receiving and sending parties.

9.2.6. When departing from the alternate airport, the Airline Representative or handling agent collects the child from the "mother and child" room and accompanies them through all subsequent service procedures at the airport until boarding the aircraft, where they hand the child over to the senior flight attendant of that flight, who assumes further responsibility and signs the accompanying documents.

9.2.7. In case of a flight delay from the original departure point, the unaccompanied child is handed over by the Airline Representative or handling agent to the responsibility of the accompanying person, who is required to remain at the airport until the flight departs.

9.3. Transportation of Children under 2 Years and Children over 2 Years

9.3.1. A passenger has the right to carry one child under 2 years of age without a separate seat.

9.3.2. An infant under two years of age, as well as a disabled child under twelve years of age, may only be carried 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 representatives of the child).

9.3.3. Consent for a child's departure abroad must be obtained in accordance with the requirements of Article 20 of Federal Law No. 114-FZ of August 15, 1996, "On the Procedure for Exiting the Russian Federation and Entering the Russian Federation": A minor citizen of the Russian Federation exits the Russian Federation together with at least one of the parents (legal representatives). If a minor citizen of the Russian Federation exits the Russian Federation without accompaniment, they must have, in addition to their passport, a notarized consent from the aforementioned persons for the minor citizen to exit, specifying 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 seated on the lap of the accompanying person, who must hold them securely. The accompanying person's lap is not considered a "separate seat" or a "separate chair," therefore the requirement to fasten a lap belt does not apply to children under 2 years of age seated on the accompanying person's lap. The passenger holding the child must be fastened with a seat belt in accordance with established regulations.

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

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

9.3.7. The child car seat and child restraint system must bear one of the following manufacturer markings:

• This restraint is certified for use in motor vehicles 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 near the window.

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

9.4. Use of a Child Car Seat (Bassinet)

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

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

9.4.3. It is recommended to place the child car seat onboard the aircraft:

• 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 a manner that does not obstruct 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 a passenger's own certified car seat (bassinet) for placing a child under 2 years of age in a separate seat, passengers may be refused carriage.

9.4.4. The dimensions of certified car seats/bassinets must not exceed Length*Width*Height 50x40x70 cm. If these dimensions are exceeded, the seat/bassinet must be checked in as baggage without charge.

9.5. Use of the AmSafe Child Restraint System

9.5.1. The use of the child restraint system is possible provided that a separate passenger seat has been booked for the child.

9.5.2. To secure children in passenger seats onboard Airline 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 1 to 4 years, weighing between 10 and 20 kg, and not exceeding 100 cm in height, in passenger seats. At this age, children are large enough to sit independently in a seat but are still too small to be properly secured by the standard seat belt.

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

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

9.5.6. The placement of a child seat in a row must correspond to the number of oxygen masks available. It is forbidden to place an infant seat near an emergency exit or where it could block passenger access 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 accompanying adult's lap, while the other children must be provided with separate seats.

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

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

9.5.10. If a child cannot be properly secured because the seat belt is too long, place a blanket or cushion (if available onboard or in the passenger's carry-on baggage) between their back and the seat back.

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 entitled to a free baggage allowance in accordance with the air transportation contract. If, in these cases, baggage is carried in excess of the free baggage allowance, it is paid for at the applicable baggage fare.

9.5.12. Passengers traveling with children are prohibited from being seated near emergency exits and emergency equipment.

9.5.13. A child (or children) under twelve years of age and the accompanying passenger(s) shall be provided with adjacent passenger seats onboard the aircraft.

9.5.14. Adjacent passenger seats onboard the aircraft are passenger seats 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 seats, passenger seats in the same row separated by an aisle, and/or passenger seats in adjacent rows directly in front or behind.

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

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

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

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

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

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

9.5.20. No additional fee shall be charged for the selection and provision, during check-in, of adjacent passenger seats to passengers in accordance with the service class onboard the aircraft and compliance with flight safety requirements.

9.6. Transportation of Pregnant Women and Newborns

9.6.1. Transportation of a pregnant woman is carried out on the condition that the Airline is not responsible for the consequences to the pregnant woman. For transportation, the passenger must complete the Passenger's Guarantee Letter (Appendix 2) at the check-in counter.

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

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

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. Transportation of Passengers Denied Entry (INAD)

9.7.1. The Airline is not responsible for a passenger's denial of entry/exit into/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 point guaranteeing unobstructed entry, due to the country's refusal to accept the passenger, regardless of whether this country is the destination or a transit point.

9.7.3. At the request of the Airline, a passenger who has been refused entry into a country is obliged to compensate the Airline for the expenses related to the carriage of that passenger.

9.7.4. Deported (expelled) persons under guard/escort are accepted for carriage only on flights without intermediate landings.

9.8. Transportation of Passengers with Disabilities and Other Persons with Limited Mobility

9.8.1. In accordance with Article 106.1 of the Air Code of the Russian Federation, disability and the presence of limitations in a passenger's life activities cannot be grounds for requiring documents confirming the health condition of such passengers in connection with their disability or limitations. All services are provided to the passenger solely based on their request and cannot be imposed. The passenger must notify the Airline of the need for such services:

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

9.8.2. If a passenger with disabilities or other persons with limited mobility does not notify the Airline of their limitations in accordance with clause 2.5.7 of the Rules, the Airline cannot guarantee that appropriate conditions for air carriage will be provided.

9.8.3. At the airport, a passenger with disabilities or other persons with limited mobility shall be provided, without additional charge, by the airport operator holding a certificate for airport activities related to passenger servicing, with the following services:

• assistance and escort during movement within the airport (including to and from the vehicle), check-in and baggage handling for air transportation, security screening, border and customs control at the airport, boarding and disembarking the aircraft, and baggage collection upon arrival;
• provision of special mobility aids (including wheelchairs) to enable the movement of passengers with disabilities and other persons with limited mobility within the airport;
• duplication of audio and visual information provided at the airport and necessary for the information of passengers with disabilities and other persons with limited mobility;
• ensuring boarding and disembarkation, including with the use of a special lifting device (ambulift), for passengers with disabilities and other persons with limited mobility who are unable to move independently;
• provision of a wheelchair for temporary use to a passenger with disabilities and other persons with limited mobility who cannot move independently, in case of delay in delivery to the destination airport or a transit airport of the special mobility aid belonging to the passenger with disabilities and other persons with limited mobility, or in case of loss or damage (spoilage) of this aid during air carriage;
• assistance with walking a guide dog for visually impaired passengers.

9.9. Transportation of Convicted Persons and Persons in Custody

9.9.1. The carriage of convicted persons and persons in custody onboard aircraft is carried out in accordance with the requirements of the regulatory legal acts of the Russian Federation, in compliance with transport security measures.

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

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

9.9.3. Convicted persons and persons in custody are transported with an escort; a minimum of three escorts is required to accompany one person.

9.9.4. Convicted persons and persons in custody must remain under the observation of the escort at all times during the flight, including while using the toilet.

9.9.5. Smoking accessories are confiscated and placed, together with carry-on baggage, in the baggage compartment of the aircraft. Personal items and baggage are transported in the baggage (cargo) compartment of the aircraft.

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

9.9.7. They are taken to the toilet only upon request, one at a time, after a thorough inspection of the toilet, under the guard of a sentry and the head of the escort or their assistant. The toilet door remains slightly ajar while the escorted male is inside, and the handcuffs are removed.