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Information

Air Carriage Agreement

Terms and Conditions of the Contract

  1. The terms used in this contract shall have the following meanings:

    • Ticket means a valid passenger ticket or a baggage receipt, or valid itinerary/receipt, if applicable, for an e-ticket, which these Terms and Conditions and notices are part of.

    • Carriage has the same meaning as "transportation," "carrier," i.e., all air carriers who carry or undertake to carry passengers or their baggage under this contract, or provide any other service related to such air carriage.

    • E-Ticket means an Itinerary/Receipt issued by or on behalf of the carrier; Electronic Coupons and, if applicable, a Boarding Document.

    • Warsaw Convention means the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw on October 12, 1929, or that Convention as amended by the Protocol signed at The Hague on September 28, 1955, depending on which of the documents is applicable to this carriage.

  2. Carriage performed under this contract shall be governed by the liability established by the Warsaw Convention, unless the carriage is "international carriage," as defined by the same Convention. For domestic carriage, the carrier's liability shall be governed by the Aviation Code of the Russian Federation.

  3.  Insofar as it does not conflict with the foregoing, carriage performed under this contract and other services provided by each carrier shall be governed by: (i) the terms and conditions set out in the ticket; (ii) applicable fares; (iii) the terms and conditions of the Carrier's carriage and related rules being part of this contract (which are available at the carrier's representative offices). For carriage between different cities in and outside the USA or Canada, the fares applicable in those countries shall apply.

  4. The carrier's name in the ticket may be abbreviated. The carrier's full name and abbreviated name can be found in the carrier's fare guides, carriage terms and conditions, and in the rules and the schedule of the carrier. The carrier's address is the airport of departure shown in the ticket next to the carrier's first abbreviated name. Agreed stopping places are cities shown in this ticket or in the carrier's schedule as stopping places on the passenger's itinerary. Carriage performed under this contract by more than one carrier shall be considered as single carriage.

  5. The carrier issuing a ticket for air carriage by another carrier acts as the latter's agent.

  6. Any exclusion or limitation of carrier's liability shall also cover the carrier's agents, employees, or representatives, as well as any entity whose aircraft is used for carriage by the carrier and agents, employees, or representatives of such entity.

  7. Period for filing claims against the carrier during international air carriage. In case of any damage to baggage during international air carriage, the person entitled to receive the baggage shall give written notice to the carrier upon discovery of damage within seven to fourteen days upon receipt of the baggage. In the event of delay in the delivery of baggage, a claim must be filed within twenty-one days after the baggage or the goods are delivered to the person entitled to receive them. This notice shall serve as the basis for drafting a commercial act. If the baggage is lost, a claim may be filed against the carrier within eighteen months after the aircraft arrives at the destination airport, after the aircraft should have arrived, or after the air carriage is terminated.

Period for filing claims against the carrier during domestic air carriage. A claim may be filed to the carrier during domestic air carriage within six months on the basis of Articles 126, 127 of the Aviation Code of the Russian Federation.

The procedure for issuing, keeping, and tracing checked baggage is established in Chapters 12, 13 of the Federal Aviation Regulations "General Rules for Carriage of Passengers, Baggage, and Cargo by Air and Requirements for Service of Passengers, Consignors, and Consignees" approved by Order No. 82 dated June 28, 2007 of the Ministry of Transport of the Russian Federation. 

  1. This ticket shall be valid for one year from its issue date, unless otherwise indicated in this ticket, fare guides, terms of carriage, or relevant regulations. 

  2. Pursuant to Article 3 of the Warsaw Convention, an air ticket, including an electronic ticket, is proof that a contract has been concluded by and between the passenger and the carrier. By purchasing a ticket, the passenger confirms his or her acceptance of the terms and conditions of this contract. If a passenger does not use a booked passenger seat on any section of the carriage itinerary, the passenger shall inform the carrier of changes in the terms of the contract and of his or her intention to continue carriage on the subsequent sections of the itinerary. The passenger must go to the place where the booking was made or an Aurora Airlines ticket office to enter the necessary information into the passenger's personal booking. If the passenger fails to do this, the booking system will automatically cancel subsequent flight segments as "carriage not started" without notifying the passenger. Ground: Federal Aviation Regulations, Clause 27 of Section 2; Clause 75 of Section 5.

  3. The carrier shall do its best to carry the passenger and his or her baggage within a reasonable time. The time specified in the flight schedule and other documents is not guaranteed and does not constitute an integral part of this contract.

The carrier may assign its duties or part thereof hereunder to another entity, including another carrier. The carrier may cancel, delay the flight specified in the ticket, replace the aircraft, change the itinerary, including change or cancel the landing in the places stated in the ticket subject to flight safety and/or aviation safety requirements, or at the demand of government bodies within their competence. 

The flight schedule may be changed; in this case, the carrier shall make every effort to inform the passengers with whom the air carriage agreement has been concluded in any way possible. 

The Carrier shall not be liable for failure to notify the passenger of changes in the flight schedule, changes to the airport of departure/arrival, flight cancellation, or changes to any other flight parameters if the passenger did not provide his or her contact details (phone number, email address, etc.) when booking the air carriage, or if the Carrier failed to reach the passenger using these contact details (calling each of the provided phone numbers (sending a notice to the provided email addresses) at least once), including as a result of the passenger providing incorrect contact details. In the above cases, the Carrier shall not indemnify the passenger for any loss caused by such failure to notify.

The Carrier shall not be liable for ensuring connecting flights if the carriage has been booked with individual tickets.

  1. The passenger shall comply with the requirements of government bodies regarding travel, shall present entry, exit, and other documents as required, and arrive at the airport by the time specified by the carrier. If no such time is specified, then in sufficient time to complete preflight procedures.

The parties agree that a passenger who is moderately or severely intoxicated or who has extremely low or high blood pressure shall be regarded as being in a state of health that endangers the safety of the passenger or other persons, creating a disturbance or unreasonable inconvenience for other passengers.

If an airline representative has grounds to suspect that the passenger is in one of the above states, the carrier may demand that the passenger be examined, and the passenger shall be obliged to undergo such examination.

  1. Aurora Airlines Open Joint-Stock Company books air tickets upon presentation of passengers' personal data. Personal data are processed using the Sirena-Travel global distribution system.

  2. If the passenger wants to cancel the flight, the passenger or a person authorized by him/her shall notify the Carrier of the unilateral termination of the contract of сarriage in one of the following ways:

    1. for carriage booked in sales office, branches, and representative offices of Aurora Airlines JSC in Russia and abroad:

      • the passenger or his/her authorized representative shall go to the place where payment for the carriage was made, present original identity documents and documents attesting to the representative's authority to act on behalf of the passenger, complete a standard application, and the air ticket refund procedure shall be performed;

      • if it is not possible to go to the place where the ticket was purchased in person, the passenger or his/her authorized representative may go to a sales office, branch, or representative office of Aurora Airlines JSC, present original identity documents and documents attesting to the representative's authority to act on behalf of the passenger, and complete a standard application, for the purpose of subsequently visiting during the term of the air ticket the place where the carriage was paid for, and for the performance of the air ticket refund procedure. 

    2. for carriage booked on the website of Aurora Airlines JSC:

      • the passenger or his/her authorized representative shall go to the Contact Center and the air ticket refund procedure will be performed;
      • the passenger or his/her authorized representative shall go to any sales office, branch or representative office of Aurora Airlines JSC, present original identity documents and documents attesting to the representative's authority to act on behalf of the passenger, and the air ticket refund procedure will be performed.
    3. for carriage booked through an agency network:

      • the passenger or his/her authorized representative shall go to the place where the ticket was purchased and the air ticket refund procedure will be performed;
      • if it is not possible to go to the place where the ticket was purchased in person, the passenger or his/her authorized representative may go to a sales office, branch, or representative office of Aurora Airlines JSC, subject to presentation of original identity documents and documents attesting to the representative's authority to act on behalf of the passenger, and the completion of a standard application, for the purpose of subsequently visiting during the term of the air ticket the place where the carriage was paid for, and for the performance of the air ticket refund procedure.
    4. a written notice from the passenger or his/her authorized representative sent by registered mail to Aurora Airlines JSC with a completed standard application attached thereto, notarization of the genuine signature of the passenger (authorized representative), as well as with copies of identity documents; in this case, the time when the carriage is declined shall be the date and time that Aurora Airlines JSC receives the complete package of documents. The package of documents shall be submitted to the relevant office of the Sales Department for the subsequent cancellation of the booking, for preparing and sending instructions to the agency, sales office, branch, or representative office to refund the cost of the non-used carriage to the passenger or his/her authorized representative at the place of payment for the carriage. 

      For air carriage paid for by a legal entity, regardless of the sales channel, the passenger's refusal of carriage shall be accompanied with the original power of attorney signed by the chief accountant and the general director (or duly authorized persons) and the company's seal.  
      If the passenger (authorized representative) cannot visit the place where payment was made for the carriage to receive a refund, the Carrier will consider refund issues on the basis of relevant claims.

  3. Transfer passengers traveling on a route with the place of departure in the Russian Federation (outside the customs territory of the Customs Union) to a destination outside the customs territory of the Customs Union (in the Russian Federation) with a stopover in a place of exit from (entry to) the Russian Federation, may be entitled to simplified customs formalities with respect to goods accepted by the air carrier for carriage in the baggage of such passengers, provided that such goods do not include any items subject to a written customs declaration in accordance with the customs legislation of the Customs Union.

    If the passenger's baggage includes goods that are subject to a written customs declaration in accordance with the customs legislation of the Russian Federation, the air carrier shall register the baggage only to the place of transfer, where the passenger shall receive the baggage to undergo customs procedures in the manner prescribed by the customs legislation of the Customs Union and the customs legislation of the Russian Federation.

    This procedure shall not exempt transfer passengers from:

    • compliance with other requirements of the customs legislation of the Customs Union and the customs legislation of the Russian Federation;
    • liability for a breach of the customs legislation of the Customs Union and the customs legislation of the Russian Federation.

    The liability of transfer passengers shall be governed by Decree No. 637 of the Government of the Russian Federation dated July 10, 2014.

  4. The carrier or the person authorized by the carrier to conclude the air carriage agreement with the passenger may refuse to conclude such a contract if the passenger has been entered by the carrier into the register of persons whose air carriage is restricted.

    The decision to enter the passenger into the register of persons whose air carriage is restricted shall be taken by the carrier's director or acting director on the basis of a legally binding resolution imposing an administrative penalty on the person for an administrative offense under Part 6 of Article 11.17 of the Code of Administrative Offenses of the Russian Federation, a copy of which shall be sent to the carrier on board whose aircraft such an administrative offense was committed, in accordance with Part 6 of Article 29.11 of the Code of Administrative Offenses of the Russian Federation, or on the basis of a legally binding court judgment or a guilty verdict of appeal for a crime committed on board the aircraft under Clause "c," Part 1 of Article 213 or Article 267.1 of the Criminal Code of the Russian Federation.

    The conclusion of a contract of passenger carriage by air cannot be refused for a passenger entered by the carrier into the register of persons whose air carriage is restricted by such a carrier if this passenger is returning to the Russian Federation from the place of departure with air carriage being the only transport option to reach the Russian Federation, or if this passenger is subject to an administrative expulsion from the Russian Federation, deportation, or readmission (transfer or reception by the Russian Federation under an international treaty of the Russian Federation on readmission), provided that the air carriage is the only transport option between the Russian Federation and the place of departure or destination, or if this passenger is traveling to a place for medical treatment or back or is accompanying a person with disabilities to a place for medical treatment or back, or if this passenger is traveling to attend the funeral of a family member or a close relative of the passenger entered into the register of persons whose air carriage is restricted by such a carrier or back, as confirmed by documents.

  5. No agents, employees, or representatives of the carrier may amend or cancel any provisions of this contract.

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