Services in case of flight delay

In accordance with Cl. 99 of General Rules of Air Carriage of Passengers, Baggage, Cargo, and Requirements to Serving Passengers, Consignors, Consignees (as approved by Order 82 of the Russian Federation Ministry of Transport of 28 June 2007), in case of an interruption in the carriage through the carrier's fault, as well as in case of flight delay / cancellation due to adverse weather conditions, for technical and other reasons, change in the route of carriage, the carrier must arrange the following services for passengers at points of departure and intermediate points:

• provision of a family room for a passenger with a child under 7;
• two telephone calls or two e-mail messages in case of waiting for the departure of the flight for more than 2 hours;
• provision of soft drinks in case of waiting for the departure of the flight for more than 2 hours;
• provision of hot meals in case of waiting for the departure of the flight for more than 4 hours, and subsequently each 6 hours at day time and each 8 hours at night time;
• accommodation in a hotel in case of waiting for the departure of the flight for more than 8 hours at day time and more than 6 hours at night time;
• transportation form the airport to the hotel and back, in case the hotel is provided without extra charges;
• baggage storage arrangement.

The services mentioned shall be provided without extra charges to passengers of both scheduled and chartered flights. The airline shall provide the services to the passengers until it becomes capable of performing the carriage of the passenger on the route stated on the ticket.

In case of flight cancellation or carriage route change, the Carrier shall be obliged to arrange:

• informing the passengers about the change in air carriage terms;
• transportation of passengers to the airport of destination;
• return of the cost of the entire or partially used carriage in case the passenger waives the carriage in accordance with the rules of the fare applied, without deduction of charges and fines;
• provision of ground services in accordance with FAR-82 (see above).

In case of a carriage interruption through the fault of the Carrier, in case of a trip delay (flight delay) for technical and other reasons, the Carrier is obliged to arrange:

• informing the passengers about the change in air carriage terms;
• return of the cost of the entire or partially used carriage in case the passenger waives the carriage in accordance with the rules of the fare applied, without deduction of charges and fines;
• provision of ground services in accordance with FAR-82 (see above).

Ground services for passengers at the Carrier’s expense in case of situations of failure shall only be provided to passengers with valid air tickets in case confirmed booking for the flight is present, as well as to passengers who have no confirmed booking but were accepted for carriage.

At the host airport Koltsovo, provision of ground services shall be arranged by specialists of the Ground Passenger Services and Baggage Handling Arrangement and Supervision Service; at other airports, it shall be done by the Airline Representative or the service entity pursuant to the existing agreement.

The period from 10pm to 6am next day is what shall be considered night time.