Rules of air service

Chapter 1

1. These Transportation Regulations (hereinafter referred to as the Regulations) have been approved on the grounds of Clause 4 of FAR-82 and constitute an integral part of the air transportation contract.
2. As a common rule, the fare bundles, rules and Charges applicable at the time of purchase of the air services shall apply to the air transportation contract, and in the case of payable Baggage, such fares, rules and Charges shall be valid as of the day of such Baggage for flight.
3. The application of fare bundles for the transportation of Customers and Baggage, as well as the collection of Charges shall be carried out in accordance with Airline’s fare bundle application rules.
4. FAR-82 shall apply to the terms and conditions of the Air Transportation Contract that are not governed by the Regulations.
5. Capitalized terms and abbreviations in the Regulations shall be used as defined in Appendix 1 to the Regulations.

Chapter 2

1. For questions related to the Booking, you may contact the Call Center (calls are chargeable) or at ticket offices of the Authorized Agents of the Airline.

2. Bookings may be made in the following ways:

   • through the Call Center (calls are chargeable) – no later than 4 hours before the flight departure time;
   • on the Airline Website – no later than 1 hour before the flight departure time;
   • at the ticket offices of Authorized Agents of the Airline – no later than before the closing of check-in for the flight.

   When making a Booking, the Customer shall read the Regulations with the Regulations, including Appendix 3. Rules for Transportation of Liquids and Other Types of Dangerous Baggage.

3. The details of the Identity Document presented by the Customer upon check-in for the flight shall match the details of the Customer's document specified during the Booking. If incorrect data is indicated or if the Customer intends to present any other Identity Document during check-in for a flight, the Customer shall change the data:

   • through the Call Center (calls are chargeable) – no later than 4 hours before the flight departure time; or
   • at ticket offices of the Authorized Agents of the Airline – no later than the closing of check-in for the flight.

   Transportation of the Customer without changing the data of the Identity Document shall be prohibited.

4. For changing the data of the Identity Document, the Customer shall be charged a fine as per the stipulated rates, except for cases when the change of data occurred in the manner prescribed by law.

5. It shall be prohibited to change (inter alia, make a number of consecutive changes to) the data of the Identity Document, if such a change entails the replacement of the Customer in the originally purchased Ticket.

6. When purchasing a Ticket, disabled Customers and other physically impaired persons shall notify the Airline about their disability, as well as about the characteristics of individual transportation aids (when used) in any of the following ways:

   • when Booking on the Airline Website;
   • through the Call Center (calls are chargeable);
   • via Feedback Form.

Chapter 3

1. The right of claim under the Air Transportation Contract, including the claim for a refund, shall without any prejudice belong to the Customer, regardless of who paid for the Booking.

Chapter 4

1. The execution of the Customer Air Transportation Contract shall be certified by the Itinerary Receipt.

2. Upon the Customer's request, the Airline may amend the terms of the Air Transportation Contract, unless otherwise provided for by the Airline's fare bundle application rules. Changes may be made before the closing of check-in for the flight. For making changes, a fine shall be charged in the manner prescribed by the Airline's fare bundle application rules.

Chapter 5

1. All fare bundles and Charges used are duly registered and published in open access on the Airline Website.

Chapter 6

1. Making changes to the Booking, including payment for the Baggage (if applicable), selecting a seat in the aircraft cabin and adding other additional services, shall be possible:

   • no later than 4 hours before the flight departure time – through the Call Center (calls are chargeable);
   • no later than 1 hour before the flight departure time – through the Online Check-In», «Booking Management» and «Personal Account sections» on the Airline Website
   • before the closing of check-in for the flight – at ticket offices of the Authorized Agents of the Airline at the airport.

2. A specific seat in the aircraft cabin shall be assigned to the Customer during the Booking or check-in for a flight.

3. Changing the seat on board the aircraft at the initiative of the Customer shall be possible for an additional fee before the closing of check-in for a flight*.

4. Unauthorized change of seats on board the aircraft shall be prohibited. During the flight, the Customer shall stay at the designated seat specified in the boarding pass.

5. For flight safety reasons, the crew members of the Airline may change the seating of Customers in the aircraft cabin at any time, inter alia, if the condition of the Customer occupying a seat near the emergency exit does not allow for the evacuation of Customers and crew members from the aircraft in emergency situations.

6. For flight safety reasons, the following categories of Customers may not be seated as follows:

   • A, B, C in row 1 – Customers under 12 years old**;
   • A, B, C, D, E, F in row 15 – Customers under 18;
   • A, B, C, D, E, F in row 16 – Customers under 18,

   as well as:

   • Customers who require assistance during a flight, boarding or disembarking from an aircraft;
   • pregnant women;
   • unaccompanied children;
   • Customers who are denied entry into the country by the carrier or state authorities, or denied further transportation at the point of transit, as well as deported Customers (regardless of the presence of accompanying persons);
   • Customers who require an extension strap or who are unable to freely lower the armrest while sitting in their chair;
   • Customers carrying animals in the aircraft cabin (this category of Customers may neither take seats D and E in row 2);
   • Customers who do not speak Russian or English.

7. The Airline does not provide meals and hot drinks on board the aircraft during the flight. At the same time, before the flight departure, the Customer may use the service of ordering and delivering meals to the flight gate (if available).

8. Customers shall be prohibited from drinking alcoholic beverages on board the aircraft. For safety reasons, Customers shall be prohibited from bringing hot drinks on board the aircraft.

   *On board the aircraft, the Customer may use the additional On-Board Seat Selection service. Customers may familiarize themselves with the procedure for the provision and cost of the service by contacting the crew members of the Airline after boarding the aircraft and before departure.

   **Customers with children aged 2 years and older may take seats A, B, C in row 1 in order to ensure joint placement on board the aircraft of an adult Customer and a child (children) under the age of 12 traveling with them.

Chapter 7

1. Check-in at the airport shall commence no later than 2 hours before departure and close 40 minutes before departure.

   At the airports of Istanbul (Turkey) and Sabiha Gokcen (Istanbul, Turkey), Dubai and Abu Dhabi (UAE), check-in closes 60 minutes before departure.

   Detailed information about the commencement and closing of check-in is available on the Airline Website in the Check-In at the Airport section».

2. Online Check-In.

   1. Online check-in is only available for Customers who have purchased the Seat Selection service».

   2. Online check-in shall commence 24 hours and end no later than 2 hours before the flight departure time indicated on the Ticket. The closing time for online check-in depends on the airport of departure.

      The Customer may find detailed information on the online check-in closing time on the Airline Website in the Online Check-in section».

   3. Except for the cases specified in Clause 7.2.4 of the Regulations, after completing the online check-in, the Customer shall print out the boarding pass in advance and present it at the airport.

   4. The Customer may opt not to print the boarding pass and instead present the boarding pass on a mobile device when departing from the following cities:

      • Moscow (Vnukovo and Sheremetyevo), St. Petersburg, Sochi, Volgograd, Yekaterinburg, Kazan, Kaliningrad, Kemerovo, Kirov, Krasnoyarsk, Mineralnye Vody, Nizhnekamsk, Novosibirsk, Omsk, Perm, Samara, Saratov, Surgut, Tyumen, Ufa, Chelyabinsk – for domestic flights (airports of departure and arrival are located in the Russian Federation);
      • Minsk, Istanbul – for all flights.

      PLEASE NOTE! If you are using an electronic boarding pass, you shall show it when you board the aircraft. Be sure to save your electronic boarding pass on your mobile device.

   5. In order to carry Baggage, the Customer who has completed online check-in shall apply to the Drop-Off before the closing of check-in for the flight.

   6. Online check-in shall not be available for the following categories of Customers:

      • unaccompanied children;
      • Customers transporting animals;
      • Customers who have booked the Extra Seat service;
      • Disabled and physically impaired Customers.

   7. Online check-in is not available for some flights (destinations). Customer may familiarize themselves with the list of flights on the Airline Website in the Online Check-In section».

3. Unaccompanied minors may only be checked in for a flight at the check-in desk at the airport of departure.

4. Customers who have purchased an Extra Seat Superior Comfort service shall get a boarding pass for an extra seat at the check-in desk at the airport of departure before the closing of check-in for the flight, otherwise the Airline will not be able to provide the service.

5. Boarding for the flight shall close strictly 25 minutes before the flight departure time specified in the Ticket (20 minutes before the flight departure time from Moscow (Vnukovo and Sheremetyevo) and Sochi).

6. The responsibility for the timely completion of pre-flight formalities and the availability of all necessary entry, exit, medical, veterinary and other documents required by the legislation of the country of entry and/or exit, including Identity Documents, shall be borne by the Customer.

7. A Customer who is late for check-in or boarding shall not be allowed to board the flight.

Chapter 8

1. A Customer may refuse transportation in the manner and cases provided for in Paragraphs 226-229, 230.1 of FAR-82.

2. Air Transportation Contract Termination due to Disease.

   1. In the event of a forced cancellation of the flight due to a disease of a Customer or of a family member accompanying the Customer, an extract from the electronic sick leave certificate executed in the manner stipulated by Order of the Ministry of Health of Russia dated November 23, 2021 No. 1089н, with the attachment of a medical document on contraindications to the flight and the duration thereof, shall be a medical document confirming the disease.

   2. The results of laboratory studies and other medical tests without the interpretation of a physician shall not be considered as evidence of the forced refusal.

   3. A Customer from among the individuals listed in Paragraphs 33 and 49 of Order of the Ministry of Health of Russia No. 1089н dated November 23, 2021 may provide an extract from the electronic sick leave certificate without indicating information about the employer.

   4. If a sick leave certificate may not be obtained by an unemployed Customer, an electronic sick leave certificate to care for an unemployed Customer shall be presented with an attachment of a medical document on contraindications for a flight and duration thereof (as of the flight departure date).

   5. An unemployed Customer, including a pensioner, student, military serviceman, etc., shall provide another medical document confirming the diagnosis, the presence of medical contraindications for a flight and duration thereof (as of the flight departure date), as well as a document confirming that the Customer belongs to the relevant group of individuals, and a document (certificate) stating that the Customer is unemployed (for unemployed Customers).

   6. The documents specified in Clause 8.2 of the Regulations shall be presented to the Airline in the form of the original and shall contain:

      • a clear and legible name of the medical institution that issued the document (the presence of a stamp or issuance on the letterhead of the medical institution (if any),
      • details of the medical institution,
      • position and surname of the person who issued the document,
      • seal of the medical institution,
      • date of issue.

   7. Russian medical documents or foreign medical documents with a notarized translation into Russian shall be accepted.

   8. The Customer shall send medical and other documents to the Airline by registered mail to the postal address of the Airline: property 4, building 1, p. Moskovsky, Kievskoe Shosse, 22nd km, Moscow, Russia, 108811, to Pobeda Airlines LLC.

3. Termination of the Air Transportation Contract in Case of Partial Mobilization

   1. In case of partial mobilization of the Customer subject to conscription, who purchased the Ticket before September 21, 2022 (inclusive), such Customer shall be entitled to an involuntary refund.

   2. For refund, the Customer shall personally contact the place where the Ticket was purchased and present any of the following documents confirming the right to terminate the air transportation contract and receive a refund:

      • the conscription notice (the form of the notice was approved by Decree of the Government of the Russian Federation No. 663 of November 11, 2006 “On Approval of the Regulations on Conscription of Nationals of the Russian Federation for Military Service”) with documents confirming that the national is registered with military authorities;
      • the mobilization order and military ID with marks on the issuance of a mobilization order;
      • documents (in free form) confirming that the military commissariat or the federal executive authority that has a reserve prohibited the national to leave the place of residence, with documents confirming that such national is registered with military authorities;

   3. Upon presentation by the Customer of other documents other than those specified in Clause 8.3.2 of the Regulations, the decision on the refund will be made on a case by case basis upon consideration thereof.

   4. If a national conscripted during partial mobilization has departed to the place of service and is unable to personally apply for a refund, a third party may apply for a refund upon presentation of the above documents or copies thereof, as well as a power of attorney*** to receive funds according to the customer's transportation document.

4. The Customer may refuse transportation within the following terms:

   Forced refusal in cases provided for in Clauses 8.1, 8.2, 8.3 of the Regulations

   Voluntary refusal in cases not provided for in Clauses 8.1, 8.2, 8.3 of the Regulations

5. The funds paid for the transportation shall be refunded in accordance with Paragraphs 231-240 of FAR-82, and in accordance with the Airline's fare bundle application rules in the part not regulated by these Paragraphs.

6. The refund shall be made in the same way as the funds were paid.

7. If the voluntary change of the Transportation Agreement requested by the Customer is not allowed by the fare bundle application rules, the Air Transportation Contract shall be terminated in accordance with the procedure stipulated for the Customer’s voluntary cancellation of transportation (Paragraph 229 of FAR-82).

8. The Customer shall be entitled to a refund under the Air Transportation Contract in the event of the Customer's forced refusal of a transportation, provided that the Carrier has been notified before the end of check-in for the flight specified in the Ticket.

9. To receive a refund, a Customer shall fill out a Refund Notification. Refund Notifications shall be accepted within 90 days from the flight departure date indicated in the Ticket.

   ***In accordance with Article 53 of the Civil Procedure Code of the Russian Federation, powers of attorney issued by individuals may be certified by a notary public or by the commander (chief) of the relevant military unit, formation, or institution.

Chapter 9

1. Regulations for the transport of personal items using the baggage sizer:

   1. For the safe placement of personal items in the aircraft cabin, the total dimensions of all items carried by the Customer shall not exceed 36 x 30 x 27 centimeters.

   2. Items carried in hand baggage shall not be limited in quantity and weight to the extent the same freely fit in the baggage sizer with the Airline logo, installed near the check-in counters at the airport and/or in the boarding gate area. The lid of the baggage sizer with personal items shall close tightly without applying pressure to it.

   3. Additionally, it is allowed to transport in the cabin the following items in one piece:

      • a laptop/tablet in a soft case without additional pockets and departments. The dimensions of the case shall match the size of the laptop/tablet;
      • a cane umbrella.

2. Hand baggage transportation rules as per FAR-82:

   1. The following items shall be allowed for transportation in the aircraft cabin:

      • One piece of hand baggage with dimensions up to 4 (four) x 36 (thirty-six) x 30 (thirty) centimeters and weighing no more than 5 kilograms (hereinafter, the free hand baggage allowance);
      • A backpack with dimensions not exceeding 23 (twenty-three) x 36 (thirty-six) x 30 (thirty) centimeters, or a lady’s purse , or a brief case****, или портфель**** with belongings put in the backpack, or the purse, or the briefcase, or items placed in the baggage sizer in accordance with Cl. 9.1 hereof;
      • A bouquet of flowers****;
      • Outer garments;
      • A suit in a garment carrier*****;
      • Food for a child in flight;
      • Medications (including dietary requirements) for the duration of the flight;
      • When transporting a child: child carrying means****** shall be placed on the baggage rack (if the child is transported without a separate seat) or on a seat (if the child is transported in a separate seat);
      • Crutches, canes, walkers, rollators, folding wheelchair used by the Customer;
      • Goods from DUTY FREE stores packed in a sealed plastic bag with dimensions not exceeding 10 (ten) x 10 (ten) x 5 (five) centimeters.

   2. Taking into account the manufacturer’s recommendations, large-sized items shall not be accepted for transportation in the aircraft cabin, if the same can not be placed in hand baggage without prejudice to the rights of other Customers or safety requirements, with the exception of a baby bassinet (when transporting a child), crutches, canes, walkers, rollators, and a folding wheelchair (if used by the Customer).

3. The Customer shall independently select one of the ways to carry personal items or hand baggage (in accordance with Clause 9.1 or 9.2 hereof).

4. The personal items allowance and the free hand baggage allowance provided for in Clauses 9.1, 9.2 of the Regulations are not cumulative and are not provided to children under 2 years of age who are transported without a separate seat.

5. Personal items and hand baggage, the dimensions of which do not meet the requirements for the safe placement thereof (Clauses 9.1 – 9.3 of the Regulations), shall be transported as Checked Baggage with the payment of the Charge provided for by the fare bundle application conditions.

6. Baggage allowance:

   1. There is no free Baggage allowance for Bookings made under the Basic fare bundle.

   2. For Bookings made under the Advantageous and Maximum fare bundles, a free Baggage allowance shall be provided in accordance with the fare bundle application conditions.

   3. For tickets that do not provide for the free Baggage allowance, the transportation of Checked Baggage shall be subject to the payment of a Charge under the applicable fare bundles.

7. Baggage and Excess Baggage charges shall be levied for each piece of Baggage accepted for transportation.

8. The cost and procedure for payment for the transportation of Baggage and Excess Baggage are set out in Appendix 5 to the Regulations.

9. The rules and conditions for the transportation, delivery and receipt of Baggage and hand baggage are defined in Appendix 2 to the Regulations.

10. The rules for the transportation of liquids and other types of dangerous Baggage are set out in Appendix 3 to the Regulations.

    ****Shall not allowed in the aircraft cabin, if the same are not small-sized and may not be placed in the hand baggage storage rack without prejudice to the rights of other Customers or safety requirements.

    *****At the request of the representative of the Airline and/or the Authorized Agent of the Airline, the Customer shall demonstrate the contents of the garment carrier. Transportation of items other than one suit in a garment carrier shall be allowed as Checked Baggage, subject to payment at the stipulated rates.

    ******A baby bassinet, restraint systems (devices) for children under 2 years of age, a baby stroller and other devices shall be allowed to be carried in the aircraft cabin if the dimensions thereof allow them to be safely placed in hand baggage.

Chapter 10

1. The Carrier, when servicing Customers on board the aircraft shall:

   1. take all possible measures to ensure the joint seating of an adult Customer and the accompanying child (children) under the age of 12 years,

   2. inform Customers about the flight conditions and the Rules of Conduct for Customers on board the aircraft (Appendix 4 to the Regulations), as well as about the locations of the main and emergency exits, about the conditions for leaving the aircraft in emergency situations, about the locations of personal protective equipment and inflatable ladders in the aircraft cabin.

2. on board the aircraft, Customers shall be provided with drinking water (hot water, if the Customer has their own commuter cup) and, if necessary, first aid.

Chapter 11

1. In the case of provision of additional services to Customers, that are not specified in Chapter 6 of the Regulations and in the fare bundle application rules, the Airline shall act solely as a third-party agent. It is the third party that provides such services.

2. In the case of provision of additional services by a third party, the Airline will issue a travel document/voucher for third-party transportation or services other than air transportation (for example, for Hotel Booking or car rental).

3. Other conditions may apply if the Airline provides the Customer with ground transportation services. Information on such conditions may be provided upon request.

Chapter 12

1. Any claim submitted to the Airline shall be made in writing and sent to: property 4, building 1, p. Moskovsky, Kievskoe Shosse, 22nd km, Moscow, Russia, 108811.

2. The Airline shall not consider claims submitted by phone or e-mail.

3. If the Customer, who has an identification Baggage tag, does not make any claims when receiving the Checked Baggage, this will be sufficient proof that the Baggage has been delivered in proper condition and in accordance with the Air Transportation Contract, unless the Customer proves otherwise.

   If it is impossible to file a claim pertaining to the receipt of Baggage in case of violation of the Air Transportation Contract at the airport, the Customer may file a claim to the Airline at the following address: property 4, building 1, p. Moskovsky, Kievskoe Shosse, 22nd km, Moscow, Russia, 108811.

Chapter 13

1. In accordance with the transportation security requirements, Customers shall be prohibited to:

   1. enter (drive through) transport security zones outside checkpoints or in violation of the pass conditions;

   2. be carried under forged (false) and/or invalid travel, transportation and/or identity documents;

   3. carry items and/or substances that are prohibited or restricted in the transport security zone and the free access zone of an airport or aircraft, as well as prohibited or restricted items and substances;

   4. commit acts of unlawful interference with the airport and the aircraft, as well as other acts leading to damage to the devices and equipment of the airport and the aircraft or the use thereof for non-functional purposes, entailing human casualties, material damage or the treat thereof.

1. Transportation of pregnant women

   1. Pregnant women are not allowed to fly from the 36th week of pregnancy, and from the 32nd week in case of multifetal pregnancy. Women from the 28th week of pregnancy shall be allowed on flights ONLY upon presentation of a medical document specified in Clause 14.1.2 of the Regulations, as well as a guarantee obligation filled in during the check-in process.

   2. The medical document (certificate, opinion, etc.) shall indicate the term of pregnancy, the number of fetuses and the expected date of delivery, as well as information about the absence of contraindications for the flight.

      The medical document shall be issued by a competent medical institution where the pregnant woman is followed up no earlier than 7 days before the transportation commencement.

      The medical document shall be provided as an original and shall contain the details specified in Clause 8.2.6 of the Regulations.

   3. The Airline shall not be responsible for possible adverse consequences for a pregnant woman and/or fetus, deterioration of their health during and after transportation, including premature birth.

   4. In accordance with the recommendations of the World Health Organization, the preferred age for transporting children by air is from 7 days.

2. Transportation of Persons Denied Entry to the Destination or Transit Point

   1. The Airline shall not be liable for the denial of entry/exit into/from the country to the Customer.

   2. The Customer shall, at the request of the Airline or government authorities, return to the point of departure or other destination, assuming unhindered entry, due to the refusal of the country to accept this Customer, regardless of whether this country is the destination or transit point.

   3. At the request of the Airline, the Customer who was been denied entry into the country shall compensate the expenses of the Airline pertaining to the transportation of such Customer.

   4. Deported (expelled) persons and persons in custody/escorted shall be accepted for transportation only on flights without intermediate landings.

3. Transportation of Disabled Customers and Other Physically Impaired Persons

   1. In accordance with Article 106.1 of the Air Code of the Russian Federation, disability and the presence of any physical impairment may not constitute grounds for requiring documents confirming the health status of such Customers in connection with their disability or dysfunction. All services shall be provided to a Customer only on the basis of their request, and may not be imposed.

   2. Unless a Customer from among the disabled and other physically impaired did not notify the Airline about their impairments in the manner prescribed by Clause 2.6 of the Regulations, the Airline will not be able to guarantee the provision of the required conditions for air transportation.

   3. At the airport, the airport operator, that has a certificate for carrying out airport activities to provide customer service, shall provide the following services to the Customer from among the disabled and other physically impaired persons:

      • escort and assistance when moving around the airport (including at the places of boarding and disembarking from the vehicle), passenger and Baggage check-in for air transportation, pre-flight and post-flight inspections, border and customs control at the airport, boarding and disembarking from the aircraft, Baggage collection upon aircraft arrival;
      • provision of special mobility aids (including wheelchairs), allowing the movement of disabled Customers and other physically impaired persons around the airport;
      • duplication of sound and visual information provided at the airport and necessary for familiarization of disabled Customers and other physically impaired persons;
      • ensuring boarding and disembarking from an aircraft, including using a special lifting device (ambulift) that is not able to move independently for a disabled Customer and other physically impaired persons;
      • provision of a wheelchair for temporary use to a disabled Customer and other physically impaired persons who are unable to move independently in the event of a delay in delivery to the destination airport or the airport of intermediate landing of a special mobility aid belonging to a disabled Customer and other physically impaired persons, or loss or damage of such means during air transportation.
      • Assistance with walking guide dogs for Customers with visual impairments.

   4. For the provision of escort services and/or assistance in moving around the airport and/or the provision of special means for movement and boarding the aircraft, Customers from among the disabled and other physically impaired persons are recommended to arrive at the check-in desk no later than 120 minutes before the check-in closing time.

   5. A disabled or other physically impaired Customer using a wheelchair shall be entitled a FOC transportation thereof, in excess of the free Baggage allowance. Free transportation of a second (including replacement) wheelchair is not allowed.

   6. An electric wheelchair shall be checked-in for transportation only as Checked Baggage at the check-in desk in the manner prescribed by Appendix 3 to the Regulations.