Rules for Transportation by Air
and Handling of Passengers and Baggage
Private Stock Company
Ukraine International Airlines (UIA)
These Rules for Transportation by Air and Handling of Passengers and Baggage of the Private Stock Company Ukraine International Airlines (hereinafter, the Rules) are worked out in conformity with the international legislation requirements pertaining to management of transportation by air, passenger and baggage handling, the Air Code of Ukraine, the Aviation Rules of Ukraine, and establish the rules applied to UIA passenger and baggage transportation by air, passenger and baggage handling standards and guidelines, procedure for claim handling, compensation payment. Aviation security shall be ensured during passenger and baggage transportation by air in accordance with the aviation security statutory regulations.
1.1. These Rules aim to:
1.1.1. Ensure aviation security during management of passenger and baggage transportation by air in accordance with the requirements set by the statutory regulations.
1.1.2. Establish the general procedure for passenger and baggage transportation by the Airline’s flights providing a due level of flight safety and quality of service, as well as principles and regulations of the Airline’s responsibility during management and operation of passenger and baggage transportation by air, including related services.
1.1.3. Establish the procedure for providing passengers with required, available, accurate and timely information regarding the rules and conditions of passenger and baggage transportation by air, thus making it possible for them to select a service knowingly and adequately before purchasing a ticket or ordering services.
1.2. In the event of any inconsistencies regarding the interpretation of these Rules, the Aviation Rules of Ukraine and provisions of the Air Code of Ukraine shall prevail.
If any other rules than those provided for herein are established by an international treaty of Ukraine consent to be bound by which is given by the Verkhovna Rada of Ukraine, the rules established by the international treaty of Ukraine shall apply.
Computer Reservation System/Global Distribution System (CRS/GDS) shall mean a system applied to display information about flight schedule, seat availability and air carriers’ fares, and to book air transportation services.
Airline shall mean the Private Stock Company Ukraine International Airlines.
Air Carrier (Carrier) shall mean a business entity that provides services of carrying passengers, baggage by air: in case of a Ukrainian carrier – by virtue of a license and an air operator certificate issued by a Ukrainian competent civil aviation authority; or in case of a foreign carrier – by virtue of a relevant document issued by a competent authority of another state in compliance with provisions of international treaties binding on Ukraine. For the purposes hereof, the Air Carrier (Carrier) shall mean a carrier that performs or intends to perform passenger transportation by air under a contract entered into between a carrier and such passenger, or on behalf of another legal entity or individual, regardless of the fact whether such carrier is an “operating carrier” or a “marketing carrier”.
Handling Agent shall mean a ground handling entity authorized by a carrier to fulfill ground handling of passengers and baggage.
Sales Agent shall mean an entity which sells air transportation and has a relevant authorization to carry out such activities.
Airport of Departure (Point of Departure) shall mean an airport where the transportation of a passenger and baggage must be originated in conformity with a contract of carriage by air.
Airport of Destination (Point of Destination) shall mean an airport where the transportation of a passenger and baggage must end in conformity with a contract of carriage by air.
Airport of Transfer (Point of Transfer) shall mean an intermediate airport indicated in a travel document where a passenger changes flights and/or baggage is loaded from one flight to another in conformity with a contract of carriage by air.
Property Irregularity Report (PIR) shall mean a document issued by a baggage tracing agent at the airport upon request and in the presence of a passenger or a person authorized by a passenger immediately after detection of delay, loss, missing items, any damage caused to the baggage as result of the transportation before a passenger leaves the baggage dispensing area of the airport airside.
Baggage (BAG) shall mean articles, property and other personal belongings of a passenger that are transported on board the aircraft.
Checked Baggage shall mean passenger’s baggage that a carrier accepts assuming responsibility for its transportation in conformity with a contract of carriage by air and issuing a baggage ticket and a baggage identification tag
Excess Baggage shall mean part (piece) of baggage which is in excess of the free baggage allowance determined by the carrier or transportation of which is charged regardless of established allowance.
Baggage Identification Tag shall mean a document issued by a carrier to identify checked baggage.
Baggage Ticket shall mean that portion of a ticket, which ascertains that checked baggage was accepted for transportation.
Unaccompanied Baggage shall mean baggage accepted by a carrier for transportation without an accompanying passenger and an airway bill is issued for such baggage.
Transfer Baggage shall mean checked baggage of a transfer passenger, which is accepted for transportation from the point of departure to the point of destination, and reloaded at the transfer point.
RUSH Tag (urgent transportation) shall mean an identification tag for redispatched baggage (unclaimed, mishandled baggage).
Booking (Reservation) shall mean an advance booking of a seat on board an aircraft on a specific flight and date for passenger transportation or an advance booking of volume and tonnage on board an aircraft on a specific flight and date for transportation of baggage.
Refusal of Transportation shall mean refusal to transport a passenger or his/her baggage on a flight, regardless of passenger’s presence for embarkation, unless there are the following grounds for denied boarding: health care, security assurance, improper execution of documents required for transportation (passport, visa, ticket, etc.).
Domestic Transportation shall mean transportation between points located within the territory of Ukraine.
Loss of Baggage shall mean actual non-delivery of baggage to the point of destination which is acknowledged by a carrier after it completed baggage search or expiry of 21-day period from the date of passenger’s baggage missing report.
Group Transportation shall mean booking of transportation of 10 (ten) and more persons who travel on the same dates along the same route and/or have a joint flight segment in the same direction, and they are booked in the same PNR of CRS/GDS regarding transport of a passenger or group of persons. A minimum number of persons in group booking in case of request of transportation with a connecting flight shall be 8 (eight) persons.
Deportees shall mean persons who are officially ordered to leave a state by its authorized authority.
Day shall mean a calendar day, including all weekdays, public holidays and days off. For the purpose of determining a validity period of travel documentation, reports and other documents, as well as end date of transportation, statute of limitations on claims, counting starts from 12:00 a.m. of the day following the day when an event occurred or action was committed. Remainder of time of this day is not taken into account. If expiry of the aforesaid periods falls on a holiday or a day off, then the date of period expiry shall be the first business day following it.
Aircraft Charter Agreement shall mean an agreement under which one party (charter) undertakes to grant the other party (charterer) for a fee full or partial capacity of one or several aircraft for one or several flights to transport passengers, baggage.
Airport Operator shall mean a legal entity which holds an aerodrome certificate and has a certificate of ground administration at the airport. An airport operator may also have other certificates and to carry out other types of activities at the airport.
Electronic Ticket shall mean an electronic document, which includes the itinerary/receipt, issued in any manner by a carrier or on its behalf, electronic coupons and, if applicable, a boarding document.
Electronic Coupon shall mean part of an electronic ticket used for transportation on the relevant flight, or any other replacement document held in the carrier’s database of computer reservations system.
Applicable Laws shall mean laws, resolutions, regulations and orders, as well as other statutory instruments that regulate passengers and baggage transportation operation of any state from the territory, to the territory and through the territory of which passengers and baggage transportation is operated.
Fees (rates) shall mean a fee fixed by a state, airport or carrier for services related to transportation by air.
Consent of Personal Data Subject shall mean individual’s voluntary expression of will (subject to such individual’s awareness) with regard to giving consent to processing of his/her personal data pursuant to a defined goal of such processing, and such will shall be expressed in writing or in any other manner allowing to come to a conclusion of such consent.
Damaged Ticket shall mean a ticket which condition makes it impossible to identify or read information indicated on it.
Multimodal Transportation shall mean transportation that is carried out using various types of transport under a single transportation document involving air transport.
Stopover shall mean a previously agreed between a carrier and a passenger temporary interruption of transportation at any point, except for departure and destination points.
Interline Agreement (Interline) shall mean an agreement on mutual acknowledgment of travel documents and relevant mutual settlement.
Excess Baggage Ticket (EBT) shall mean a travel document acknowledging payment for transportation of excess baggage, and baggage which transportation is subject to obligatory payment.
Ticket (Passenger Ticket and Baggage Ticket) shall mean a travel document, including an electronic one, issued by a carrier (sales agent) which contains conditions of a contract of carriage, notices, flight and passenger coupons.
Compensation Ticket shall mean a passenger ticket issued by a carrier using a valid voucher/certificate presented by a passenger, and accepted by a carrier in payment for carriage.
Carrier Code shall mean conditional alpha or alpha-numeric designation of a carrier assigned by IATA in accordance with the established procedure that is used to identify an air carrier in the CRS/GDS.
Codeshare Agreement (Codesharing) shall mean an agreement on sharing flights and codes by the Airline and other carriers.
Commercial Agreements shall mean any agreement between the Airline and other carriers, except agency agreements, related to joint services associated with passenger and baggage air transportation provided by them.
Compensation by way of recourse shall mean compensation of costs at the expense of a third party.
Escorted Persons shall mean persons who are under investigation, or convicted and must be transported.
Client shall mean a person that uses air transport or intends to use it.
Creditor shall mean a passenger who has a right of claim against the Airline, evidenced by documents, in according with these Rules, including a right to compensation.
Itinerary/Receipt shall mean a document (documents) that is (are) part of an electronic ticket and contain(s) necessary data (booking number, passenger's name and surname, itinerary, flight, date and time of transportation, fare and cost of a ticket, etc.), notification and notices.
Method of Orthodromic Route Distance shall mean a method in which the distance between two points on the surface of the globe is measured as the shortest distance along the arc of a great circle which plane passes through the Earth’s center.
Proration Method shall mean a method in which the total income of transportation from the point of departure to the point of destination is distributed to each route segment in accordance with the calculation rules laid down in IATA Prorate Manual Passenger (PMP), Revenue Accounting Manual (RAM), Resolutions Manual, Special Prorate Agreement (SPA).
International Transportation shall mean transportation where a points of departure and destination, regardless of any stopover or reloading, are located either on the territory of different states, or on the territory of one state if a stop is planned on the territory of another state.
Point of Departure shall mean a point, indicated on a ticket, where transportation of a passenger and his/her baggage commences.
Point of Destination shall mean a point, indicated on a ticket, where transportation of a passenger and his/her baggage is terminated.
Montreal Convention shall mean the Convention for the Unification of Certain Rules for International Carriage by Air done at Montreal on 28 May 1999.
Personal Data Handling shall mean any action or series of action such as collection, registration, accumulation, storage, adaptation, change, update, usage and distribution (promulgation, implementation, transfer), anonymization, destruction of personal data, including by means of IT (automated) systems.
Online Check-in shall mean a service of check-in for a carrier’s flight via the Internet in the course of which a passenger confirms his/her intention to travel, and also can select a seat on board the aircraft and print or upload to a mobile device (cell phone, smartphone, tablet, computer, etc.) his/her boarding pass.
Miscellaneous Charges Order (MCO) shall mean a settlement document of a standard format used by a carrier as a receipt when paying for services and fees.
Main and Permanent place of residence shall mean a passenger’s registered and permanent place of residence at the time of an event. Nationality of a passenger is not a significant factor in determining a permanent place of residence.
Check-in Deadline shall mean the time of check-in termination after which the passengers who failed to check-in or board the aircraft on time are not accepted to transport on the relevant flight by a carrier.
Passenger shall mean an individual who is transported by air with a carrier’s consent under a contract of carriage, except for crew members and additional specialists on board an aircraft, aircraft operator employees, authorized representatives of the relevant national regulatory body and persons accompanying cargo.
Passenger with reduced mobility (PRM) or with disabilities shall mean a passenger whose mobility is reduced during transportation by air due to physical (sensory or musculo-skeletal, permanent or temporary) or mental disability, or due to any other reason, including, elderly age, whose condition requires relevant attendance and fitting his/her special needs during passenger handling.
Transit Passenger shall mean a passenger who, pursuant to a contract of carriage by air, is further transported by the same flight on which he/she arrived to an intermediate airport.
Transfer Passenger shall mean a passenger who, pursuant to a contract of carriage by air, arrives to a transfer (connecting) point on one flight, and is further transported on another flight of the same or another air carrier.
DEPA (Passenger category) shall mean deported persons who are transported accompanied by an authorized officer of the relevant authorities.
DEPU (Passenger category) shall mean deported persons who are transported without accompanying escort, unless otherwise provided for herein.
INAD (Passenger category) shall mean persons who were refused entry to the state.
Passenger Coupon (Passenger Receipt) shall mean portion of a passenger paper ticket which is retained by a passenger after the transportation is over, and which is supplemented with notice of passenger transportation conditions.
Personal Data shall mean data or totality of data on an individual who is identified or can be specifically identified.
Special Category Personal Data (Sensitive Personal Data) shall mean those personal data processing of which poses an extra risk to a personal data subject, which must be protected by additional means and which it is prohibited to process without consent of a data subject, or without good reason, or due to other exceptions. For instance, these are personal data that contain information about racial or ethnic origin, political and religious views, membership in trade unions and political parties, health state, sexual life, biometric or genetic data.
Confirmed Booking (Reservation) shall mean reservation made in the automated reservations system and confirmed by a carrier. It is indicated on a ticket (electronic ticket) with ‘’ОК’’.
Transportation by air shall mean transportation of passengers and baggage performed by an aircraft under a relevant contract of carriage by air. There’re two categories of transportation: international and domestic.
Flight Coupon shall mean a portion of a passenger ticket or, in case of an electronic ticket, an electronic coupon, where they indicate the corresponding points of destination and arrival between which the coupon is valid for passenger and baggage transportation.
Boarding Pass shall mean a document (paper or mobile) confirming passenger's right to board the aircraft, which is issued subject to passenger's check-in for a flight. Mobile Boarding Pass shall mean a boarding pass adjusted to be displayed on the screen of an electronic device, which contains, in addition to personal data, information about a flight and a special barcode to be scanned at the airport. Emails or SMS messages shall not be deemed a Mobile Boarding Pass.
Potentially Dangerous Passengers shall mean a category of passengers who are forced to be transported by air (escorted, deported) and accompanied by authorized officers of competent authorities.
Damage shall mean physical or chemical changes due to which the value of baggage substantially decreased and/or that made it impossible or difficult to use it for its intended purpose in the future.
Airline’s Rules shall mean rules, instructions and procedures established by the Airline which are used during transportation of passengers and/or baggage by air, including these Rules, fare rules, standards and guidelines for passenger and baggage handling.
Fare Rules shall mean conditions of use of fares as established by the carrier, which envisage determination of sales territory and period, itinerary and flights for which tickets can be purchased as per a certain type of fare, combination of various fare types and stopover, children's and other discounts, rules of unused ticket refund (whole ticket or part of it), including a penalty, conditions of date and itinerary changes, including a penalty, free baggage and hand baggage allowance, possibility to assign transportation of a passenger to another airline, etc.
Claim shall mean a written demand of a concerned person for restoration of rights, compensation of caused damage resulting from domestic or international transportation by air, payment of compensation, etc.
Flight shall mean a flight performed by an aircraft (scheduled or unscheduled) in one direction from the original point of departure to the final point of the flight destination.
Overbooked Flight shall mean a flight where the number of passengers that have confirmed reservation and arrived for check-in before the expiry of the check-in deadline exceeds the number of seats available on the flight.
Scheduled Flight shall mean a flight which is part of a series of flights involving passenger and baggage transportation which are available for general chargeable use and are performed according to the officially approved schedule between the same two or more points, regardless of payload. Scheduled flights include additional flights of this series approved in the schedule.
Charter Flight (Charter Transportation) shall mean an unscheduled transportation by air operated under a charter agreement pursuant to which a carrier provides to a customer (charterer) or customers (charterers) for a fee any defined number of seats or the whole capacity of the aircraft for one or several flights for transportation of passengers, baggage, cargo or main as determined by a customer (charterer).
Reasonable Measures shall mean appropriate measures taken by a carrier to prevent or minimize passenger damage (losses).
Reasonable Time shall mean a period of time, which reasonable limit regarding duration of a flight delay during passenger (baggage) transportation by air amounts to: two hours or more – for all flights with a length of haul up to 1,500 kilometers; three hours or more – for all flights with a length of haul from 1,500 to 3,500 kilometers; or four hours or more – for all other flights.
Route Segment shall mean part of the transportation between two points, which is part of the full route and for which one flight coupon is issued.
Service Fee shall mean payment for services provided by a carrier or sales agent during ticket booking or purchase, auxiliary service, including services of change, cancellation of booking or previously ordered auxiliary service via any sales channel (website, ticket office, contact center, etc.), in particular, for ticket booking and issuance, assistance in itinerary selection, ticket reissuance or return, payment for a ticket using certain types of bank cards and other flow of funds transactions, etc.
Special Drawing Rights (SDRs) shall mean an estimated currency unit used by the International Monetary Fund (IMF).
Special Conditions shall mean conditions of passenger and baggage transportation which occur due to discrepancies between these Rules and rules of another state, or if rules of another state establish a lower level of transportation conditions than the one established by these Rules, or if another state requires observance of its rules and as a result implementation of the contract of carriage by air is challenged.
Service Animals shall mean animals (usually dogs or other animals) under control of a passenger with disabilities or reduced mobility and a person accompanying such passenger so that to give physical and/or emotional support to such passenger with disabilities or reduced mobility, provided that animals on board the aircraft do not pose a threat to flight and other passengers’ safety, and meet requirements of the sanitation and hygiene standards.
Aviation Operations Entity shall mean individuals and legal entities, regardless of ownership form, departmental affiliation, that carry out activities in the sphere of civil aviation.
Personal Data Subject shall mean an individual whose personal data are processed.
Ground Handling Entity shall mean an Aviation Operations Entity which provides ground handling services.
Fare shall mean an amount determined by a carrier for transportation of a passenger, one piece of baggage (cargo) weight or volume on a respective route in a respective service class.
Fare Regulations shall mean fares and the application rules that are established and published by a carrier.
Normal Fare shall mean a full fare published by a carrier without any limitations on its application which provides for the maximum flexibility regarding seat reservation, ticket issuance, stop duration, fare combination, rebooking, change of date and route, denied boarding, etc.
Special Fare shall mean a fare published by a carrier that has certain limitations on its application.
Tour Operator shall mean a legal entity which is engaged only in organizing and ensuring creation of touristic products, selling and rendering travel services, and in agency business related to provision of typical and associated services, and which obtain a tour operator license in the established manner.
Agreed Stopping Points shall mean the points (except points of departure and destination) defined on a ticket or shown in the schedule of a carrier as planned stopping points on the route of transportation.
Family Members shall mean legitimate married persons, parents of married persons, children, including adopted children, guardians, grandmother, grandfather, siblings, grandchildren, dependents.
Penalty (Fine) shall mean an amount of funds which the Airline may charge from a passenger in case of refund due to voluntary refusal of transport, No Show, departure date change, etc. The Airline shall determine a penalty amount and its application conditions in Fare Rules.
Baggage Piece Concept (РС – ВРС) shall mean baggage piece concept.
Baggage Weight Concept (BWC) shall mean baggage weight concept.
CHD (Child) shall mean a child of the age from 2 till 12 years.
EBT (Excess Baggage Ticket) shall mean a receipt certifying payment for transport of excess baggage.
EMD (Electronic Miscellaneous Document) shall mean a document drawn up according to an IATA standard as a result of electronic recording of carrier’s additional profit, i.e. profit from all other sales and transactions between carriers and passengers, except issuance of electronic tickets (e.g., excess baggage charge, charge for unaccompanied minors, etc.). EMD services may be bound to a certain flight coupon (animal transportation, excess baggage, special catering, etc.) or may be stand-alone ones (taxi, car rent, penalty for exchange, etc.).
ІАТА shall mean the International Air Transport Association.
INF (Infant) shall mean a child under 2 years of age.
No Show shall mean a situation when a passenger does not show for flight boarding, has confirmed reservation and failed to notify the Airline about his/her travel changes in advance.
3.1. General Conditions of Transportation
3.1.1. These Rules shall cover any international or domestic transportation of passengers and/or baggage by air which is performed by the Airline for a fee or free of charge.
3.1.2. These Rules shall apply to a passenger travelling by Airline's flight (flights) pursuant to a passenger ticket. Indication of the Airline on the ticket as the carrier of this flight shall serve to confirm that a contract of carriage pertaining to such flight is entered into between and by the Airline and the passenger whose name is indicated on the ticket.
3.1.3. All passenger and baggage transportations listed in Paragraph 3.1.1 hereof shall be covered by the Airline’s Rules and fare regulations valid on the date of payment for a ticket (electronic ticket issue), or, where it is impossible to determine such date, on the date when the transportation commenced. Passenger and baggage transportation shall be covered by the rules, fares and fees in effect on the date of payment for a ticket. 3.1.4. Changes to the Airline’s rules and fare regulations shall not apply to a contract of passenger and baggage carriage by air if they come into effect after the passenger made a relevant payment, unless otherwise envisaged by the legislation of Ukraine.
3.1.5. If it is impossible to ensure compliance of any passenger and baggage transportation with these Rules, the Airline may fulfill such transportation only under special conditions stipulated by Paragraph 3.2 hereof.
3.1.6. These Rules shall not cover passenger and baggage transportation performed under exceptional conditions that exclude usual operation and procedures for passenger and baggage transportation.
3.2. Special Transportation Conditions
3.2.1. In case of an emergency (unpredictable) situation, as a result of which the Airline fails to fulfil provisions of these Rules as far as it pertains to ensuring usual conditions of passenger and baggage transportation under ordinary circumstances, the Airline shall be entitled to fulfill its transportation obligations using an alternative kind of transport (highway, railway transport, etc.) as established by laws. The general level of quality and safety during such transportations must be equivalent to the level that would be provided when complying with requirements specified by these Rules.
3.2.2. The Airline's Rules regarding application of special fares and transportation of certain categories of passengers and baggage shall constitute special conditions of transportation.
3.2.3. Special fares or discounts may be applied to passenger transportation under special conditions.
3.2.4. Discounts on transportation cost shall be given pursuant to the effective legislation of Ukraine. The Airline’s web-site contains detailed information about the procedure for getting a discount on transportation cost and rules of such discount application. Tickets for discounted transportation may only be issued at the Airline’s own booking offices or head office subject to presentation of documents, stipulated by the effective legislation of Ukraine, and a document to confirm the person’s registered place of residence.
4.1. Contract of Carriage by Air
4.1.1. A ticket (passenger ticket and baggage ticket) shall serve as confirmation of entering into a contract of carriage by air and passenger’s consent to the conditions of passenger and baggage transportation.
4.1.2. A ticket shall entitle the passenger, whose name is indicated on the ticket, to be transported by a corresponding flight (flights) and shall constitute the Airline’s obligation to transport the passenger and his/her baggage accordingly, and to provide other services under terms of the contract of carriage by air, except as specified in Paragraph 4.1.3 hereof.
4.1.3. The Airline shall be entitled to refuse transportation and declare a ticket invalid, if:
a person represents a damaged ticket, or a ticket which was changed by any other person than the Airline or a sales agent;
it was found that a ticket was purchased by a false/stolen or invalid payment card (credit card);
a ticket does not contain a flight coupon for a corresponding flight, other unused flight coupons and a passenger coupon;
a passenger disturbed the sequence of flight coupons application;
a fare was applied in the wrong way, or a passenger failed to pay for air transportation in full as of the date of the relevant transportation not through the Airline’s fault.
4.1.4. If a ticket is declared invalid through the Airline’s fault, it shall be reissued upon passenger’s request.
If a ticket is declared invalid due to any reasons beyond the Airline’s control, it shall be withdrawn and may not be reissued.
4.1.5. If it is found that any person on board the aircraft has no ticket or has a ticket which is declared invalid by the Airline or its authorized person, including a handling agent, such person shall be disembarked.
4.1.6. In all cases when a ticket is declared invalid, or it is found that any person on board the aircraft has no ticket or has a ticket which is declared invalid by the Airline, an authorized person shall draw up a relevant report and give its original copy to the passenger, and any other copy of such report shall be kept by the Airline.
4.1.7. The passenger must keep a ticket and other travel documents till the end of the transportation, and in case of a claim, the passenger must keep them until such claim is resolved. A ticket and other travel documents issued to the passenger must be presented immediately upon request of officers of the Airline (airport, handling agent, etc.).
4.2. Lost or Damaged Ticket
4.2.1. If the passenger loses or damages a ticket (or part of it), the Airline may, at passenger’s request, issue a duplicate in exchange for such ticket (or part of it), provided the passenger signs an agreement to reimburse the Airline for any losses in the amount of the original ticket, which the Airline may incur if the original ticket is used by a third party. If the passenger does not sign such agreement, the Airline shall be entitled to demand from the passenger payment of the ticket cost in full.
The Airline shall be entitled to charge the passenger for services of issuing a duplicate ticket, unless loss or damage of a ticket was caused by the Airline’s negligence (its handling agent).
If another carrier’s ticket is lost or damaged, a duplicate ticket may be issued only subject to written permission of such carrier.
4.2.2. The Airline shall be entitled to refuse to issue a duplicate ticket to the passenger if:
the passenger failed to sign the agreement provided for in Paragraph 4.2.1. hereof, or refused to pay for services of issuing a duplicate ticket;
the passenger requires issuance of a duplicate ticket at the airport on the date of the flight, if less than three hours are left till scheduled departure of the flight, or the flight is operated during the hours when the carrier’s office, which is required to give permission, is closed.
4.3. No Transfer of Ticket
4.3.1. A passenger ticket may be used only for transportation of the person whose data is indicated in the booking.
4.3.2. In pursuance of Paragraph 4.3.1 hereof, the Airline shall be entitled to demand from the passenger presentation of documents used for the booking.
4.4. Ticket Validity
4.4.1. Period of ticket validity shall include the following:
general period of ticket validity;
period of validity for transportation.
4.4.2. Within the general period of ticket validity, the passenger shall be entitled to use a ticket for all transactions stipulated by these Rules, including, to get a seat for a certain flight and date, refund of a full or partially used transportation, and to make any other settlements envisaged by these Rules or the Airline’s fare rules.
4.4.3. The general period of ticket validity shall cover the time from ticket issuance till expiry of the term established for refund of an unused ticket (its part) by the Airline’s fare rules.
4.4.4. A ticket with a guaranteed departure date shall entitle transportation of the passenger and baggage from the original airport, indicated in it, airport of transfer, stopover or return flight only on the date and flight indicated on the ticket.
4.4.5. A ticket issued at a normal fare shall be valid for transportation within one year following the departure date if part of a ticket is used, or, if the entire ticket is not used, following the date of issuance.
4.4.6. A ticket issued at a special fare shall be valid for transportation only until the date specified on the ticket and on conditions set forth by such special fare.
4.5. Extension of a Ticket Validity Period
4.5.1. The ticket validity period, regardless of the applied fare, shall be extended if:
the Airline is unable to provide a seat for the flight that the passenger has a confirmed reservation for;
the Airline cancels the flight that the passenger has a confirmed reservation for;
the Airline will miss an agreed stopping point;
the Airline fails to perform a flight within reasonable time, over the flight departure time which is specified on the ticket;
because of the Airline’s operations the passenger will miss a connecting flight that he/she has a confirmed reservation for and that is mentioned together with the previous flight in the same ticket;
the Airline is unable to render services in the class that the passenger paid for, and in this case, subject to passenger’s consent to continue transportation, the validity period of her/his ticket shall be extended until the first flight where the Airline can provide the passenger with a seat in the service class that the passenger paid for;
the Airline received a valid document issued by a health care institution regarding a disease of the passenger or his/her family member who travels together with such passenger, and such disease makes the travel impossible and provides for a possibility that such passenger will travel after recovery.
4.5.2. If having started travel, the passenger fails to continue it within the ticket validity period due to a disease or other reasons deemed by the Airline as reasonable, the Airline may extend the validity period of such ticket until the date when the passenger is able to continue the travel, or until the first flight where the Airline can provide the passenger with a seat in the service class that the passenger paid for, from the point when the travel was interrupted.
A disease or other reasons shall be confirmed with a certificate issued by a health care institution or any other proper document.
Where there are circumstances that make further travel of the passenger impossible, the Airline may also extend the validity period of tickets issued to persons accompanying such passenger.
4.5.3. In case of death of a spouse or another family member of the passenger who failed to start his/her travel, or death of the passenger during transportation, the validity period of tickets issued to persons accompanying such passenger may be extended, and the period may be extended for the time as required for staying at the place of the event.
After the Airline receives a duly issued death certificate or any other document confirming the death, and a relevant application, the validity period of tickets may be extended for a term not exceeding 45 days from the death date of the person indicated in Subparagraph 1 of this Paragraph.
4.6. Flight Coupons Sequence
4.6.1. The Airline shall accept flight coupons only in the proper sequential order, beginning with the first airport of departure indicated on a ticket. A ticket shall be deemed invalid if the passenger violated the proper sequence of flight coupons.
The Airline shall be entitled to refuse transportation of the passenger and refund of unused flight coupons if the passenger violated the proper sequence of flight coupons not through the carrier’s fault.
4.6.2. During the whole travel, the passenger shall keep a passenger coupon and all unused flight coupons, which were not previously returned to the Airline, and the passenger shall present them at the Airline’s request.
4.6.3. If the passenger refuses to be transported in any flight segment that will result in violation of the flight coupons sequence, as stipulated by Paragraph 4.6.1. hereof, and the passenger wants to use other flight segments or a return flight, he/she must advise the Airline thereof before the scheduled departure of the concerned flight and have his/her ticket reissued according the applicable fare rules.
4.7. Service Class
4.7.1. The Airline shall provide handling to the passenger pursuant to the service class paid for by him/her. The Airline (its sales agent) shall inform the passenger during booking and/or ticket issuance about the facilities available in the respective class.
4.7.2. The passenger shall be accepted for transportation in the service class indicated in the flight coupon on the date and the flight for which the passenger has a confirmed reservation.
4.7.3. If a ticket is issued to the passenger without a confirmed reservation, a seat shall be reserved upon passenger’s request during check-in for the flight, subject to seat availability on the relevant flight in the service class the passenger paid for.
4.7.4. The Airline shall be entitled to upgrade or downgrade the service class for technical or commercial reasons. If the service class is downgraded, the Airline must inform the passenger thereof as soon as possible and offer appropriate compensation subject to Paragraph 16.5 of these Rules.
4.8. Term and Conditions of Presenting Tickets for Refund
4.8.1. A ticket may be presented to the Airline for refund of fully or partially unused transportation, if the applicable fare rules allow such refund:
before departure; or
within the whole period of time when a ticket remains valid for transportation; or
within 30 days upon expiry of the ticket validity period.
Taking into consideration the circumstances which made it impossible for the passenger to timely present an unused or partially used ticket for refund, the Airline may, at its sole discretion, extend the periods indicated in this clause.
4.8.2. Refund of unused or partially used tickets shall be in compliance with the applicable fare rules set by the Airline.
4.8.3. Expiration of periods specified in Paragraph 4.8.1 hereof shall not deprive the passenger of the right to lodge a claim under provisions of Article XXVIII of these Rules.
4.9.1. The Airline’s name, except its full name, can also be indicated on a passenger ticket (itinerary/receipt) and baggage ticket as PS, its IATA alphabetic code, and as 566, its digital accounting code.
4.9.2. During ticket reservation (check-in), the Airline (its sales agent, or its handling agent) shall familiarize the passenger with its full name which is indicated on the ticket (itinerary/receipt) as its codes.
5.1. A stopover on the way is allowed only it was previously agreed upon with the Airline and is provided for on a ticket.
5.2. The passenger is allowed to make a stopover at any point along the transport route within the period of ticket validity if he/she has a ticket issued at a normal fare.
5.3. If the passenger has a ticket issued at a special fare or at a discount and makes a stopover along the transport route, he/she may be charged an extra fee for such stopover.
6.1. Applicable Fares and Fees
6.1.1. Applicable fares shall mean fares on the flight or flights from the point of departure to the point of destination, indicated on the ticket, valid for a respective service class as of the day of ticket purchase, which the Airline or another entity on its behalf established and published (or if not published, which were calculated pursuant to the Airline’s fare regulations).
The Airline established fares for transportations in a relevant reservation class, for a relevant route, service class and date of travel.
Each fare has its rules pertaining to its application, which regulate a fare validity period, terms of application, refund of unused transportation or part of it, and other conditions, and can comprise surcharges, which constitute its integral part.
The Airline shall approve fare rules and publish them on its website for passengers to freely get familiar with them during transportation booking or ticket issuance.
Each fare approved by the Airline may contain a list of auxiliary services rendered to passengers who purchase a ticket at such fare. A special fare may have certain limitations on passenger and baggage transportation.
If the passenger wants to transport on a flight operated by the Airline only those articles which can be transported as unchecked (hand) baggage and which dimensions do not exceed the allowance determined by the Airline, the Airline shall be entitled to give a discount on the fare selected by such passenger or establish special transportation terms.
6.1.2. Fares shall not include transport services that provide delivery between airport terminals, and delivery between airports and city terminals.
6.1.3. Airport fees (rates) for services provided to passengers at the airport shall be established and approved in accordance with applicable law, and published in such a way that they are available to passengers/users.
6.1.4. Airport fees (rates), taxes and charges which are levied by state authorities of the airport of departure/destination, and fees (rates) of the Airline shall not be included into the fare amount, but together with a fare they constitute a full cost of transportation by air.
The Airline may establish a change of/surcharge to a fare due to any change in a fuel market price and other calculated components of a fare.
6.1.5. Cost of transportation shall not include a service fee established by the Airline and/or its sales agent for services of ticket issuance, MCO, EBT, EMD for the Airline’s flights, and the passenger shall pay it separately and receive a document confirming such.
A service fee may be included into the ticket price pursuant to the Airline’s rules when a ticket is issued/reissued at the Airline’s ticket offices.
6.1.6. The Airline shall be entitled to charge a fee for additional handling and services.
6.2. Payment of Fees (Rates)
6.2.1. Airport fees (rates), Airline’s fees (rates) established for any services or equipment may be included into the transportation price, or may be paid separately, and in that case a document confirming such payment shall be issued.
6.2.2. The Airline shall determine an amount of service fees which it may charge during ticket issuance or reissuance or MCO, EBT, EMD, and the Airline shall publish the information about such fees on its website and at points of ticket sale.
6.2.3. The Airline and airports shall publish fares, fees (rates) for transportation by air to/from and within Ukraine in CRS/GDS in the currency which is approved by the competent Civil Aviation Authority and agreed upon by the IATA Tariff Coordinating Conference.
6.2.4. Settlements on the territory of Ukraine and foreign exchange rate pertaining services of air transportation shall be in compliance with the effective legislation of Ukraine.
7.1. Booking Requirements
7.1.1. Booking of passenger transportation on board the aircraft and transportation capacity for extra baggage on a certain flight and date shall be an obligatory condition of passenger and baggage transportation by air.
7.1.2. CRS/GDS shall be used for booking transportation on board the aircraft.
Passenger and baggage transportation can be booked by landline and mobile phone, via Internet, using specialized self-service machines, etc.
Such booking methods shall be eligible only provided that the completed booking can be displayed in the Airline’s reservation system.
7.1.3. Booking shall be carried out within periods and according to the procedure established by the Airline and published on its website or in any other manner as the Airline may determine.
7.1.4. In order to ensure transportation, it is obligatory to enter passenger’s contact information (e-mail and mobile phone number) into the booking. Passenger’s passport details and other information shall be entered into the booking pursuant to the legislation of Ukraine, states of departure, transit, destination, and international legislation.
7.1.5. The Airline or its sales agent which participated in booking must advise the passenger (or his/her representative) of the conditions set forth in the contract of carriage by air, these Rules, applicable fare rules, terms of payment and ticket issuance, and changes in the flight schedule, if any.
If the passenger books a flight on the Airline’s website, he/she shall get familiarized with the aforesaid information on her/his own.
Processing of booking shall serve as confirmation of the fact that the client consents to the conditions set forth in the contract of carriage by air, has familiarized himself/herself with the rules and regulations of the Airline, and fare rules.
7.1.6. Booking shall be deemed preliminary and a contract of carriage by air shall be deemed not entered into until the passenger (her/his representative) pays the whole price of transportation.
7.1.7. If the passenger fails to pay a ticket price within the period stipulated by the Airline or its sales agent, the Airline shall be entitled to cancel the booking without any notice to the passenger.
7.1.8. If any information was delivered by international payment systems and/or bank institutions regarding any fraud involving a bank payment card used to pay for transportation, the Airline shall be entitled to refuse transportation of the passenger at any stage or cancel booking. In this case, the Airline may allow transportation of the passenger if he/she provides evidence to confirm accurate and legitimate use of the bank payment card by such passenger, and provided that the funds paid by him/her using such card has not been debited from the Airline’s account or blocked on its account during operation of the flight.
7.1.9. If the passenger does not show for the flight (check-in or boarding) (No Show) he/she has a confirmed booking for and fails to inform the Airline about changes in her/his travel prior to scheduled departure of such flight, the Airline shall be entitled to cancel booking for the next segments of the transportation route and/or for a return flight of this passenger.
7.2. Provision of information required for transportation
7.2.1. A person must provide the Airline, its sales agent with full and accurate data required for booking and/or issuance of a ticket, and/or ordering auxiliary services.
Further, during booking and/or issuance of a ticket, a person must notify the Airline, its sales agent of any required information with regard to special conditions of passenger’s transportation (e.g. due to passenger’s state of health).
It is prohibited to enter into booking contact details of an agent or a third person instead of the passenger’s contact details.
If the passenger provides the Airline (its sales agent) with incomplete or inaccurate contact details, and/or if it is not possible to contact the passenger using the contact details which he/she provided, the Airline shall not be responsible for any consequences resulting from untimely notification of the passenger about changes in the schedule or any other circumstances influencing the transportation.
7.2.2. If a person fails to provide the information, as envisaged in Paragraph 7.2.1 hereof, in full, and/or provides inaccurate information, the passenger may be refused booking and/or issuance of tickets for a flight of the Airline.
7.3. Seat Allocation
7.3.1. Passenger transportation can be booked with an option of allocating a certain seat on board the aircraft for such passenger, or without such option. In case of booking without allocation of a certain seat for the passenger, a seat shall be allocated for such passenger during check-in.
The Airline shall be entitled to charge a fee for advance order or order of a specific seat during check-in.
7.3.2. The Airline shall be entitled to change any allocated seat even after passenger’s boarding for security reasons and/or owing to technical reasons.
7.3.3. A priority right to allocation of seats on board the aircraft for certain categories of persons shall be granted in accordance with the effective legislation of Ukraine and Airline’s additions to such list.
7.4. Booking Reconfirmation
7.4.1. The Airline shall be entitled to require the passenger to reconfirm a return flight. Reconfirmation of a return flight shall be required when the passenger travels by scheduled flights connecting with other flights (in case of transit and transfer passengers).
A ticket seller (Airline, sales agent) shall inform the passenger of the requirement to reconfirm a return flight.
7.4.2. Reconfirmation of a return flight shall not be required if a return flight is expected to depart in less than 72 hours or if a flight is booked less than 72 hours before a scheduled flight departure.
If the passenger has several flight segments, confirmation shall be required for each segment.
7.4.3. The Airline shall inform the passenger as to when and how to reconfirm booking. Passenger’s failure to comply with the Airline’s requirements to reconfirm booking shall entitle the Airline to cancel unconfirmed booking not earlier than 72 hours before a scheduled flight departure.
7.5. Booking and Sale of Transportation via the Internet
7.5.1. A ticket can be booked via the Internet on the Airline’s websites and using services of sales agents.
7.5.2. Processing of booking shall serve as confirmation of the fact that the client consents to the conditions set forth in the contract of carriage by air, has familiarized himself/herself with the rules and regulations of the Airline, and fare rules.
7.5.3. Upon booking of and payment for transportation, an itinerary/receipt and conditions of the contract of carriage entered into between the passenger, whose name is indicated in the itinerary/receipt, and the Airline shall be sent to the email address indicated in the booking, or client’s account, or otherwise in accordance with the Airline’s rules.
7.5.4. The passenger may not cancel on her/his own the booking processed and paid for via the Internet. This transaction shall be carried out by the Airline or a sales agent, provided that the passenger files an application for refund or uses the relevant feature on the Airline’s website.
7.5.5. The Airline of a sales agent, which website was used for booking, must timely advise the passenger of any booking changes made the Airline. The Airline shall enter information about any booking changes into the CRS/GDS not later than 8 hours prior to departure. If it fails to do so, a sales agent shall not be responsible for timely notification of the passenger about booking changes, provided the booking contains required personal and contact details of the passenger.
8.1. Passenger Handling at Airport
8.1.1. An airport operator shall furnish passengers with visual and/or acoustic information at the airport with regard to the following:
time of flight departure and arrival;
location, time of beginning and termination of check-in;
flight delay or cancellation and cause of flight delay or cancellation;
flight delay/cancellation not less than 10 minutes prior to scheduled flight departure/arrival;
rules and procedure for passenger and baggage pre-flight and post-flight inspection;
general rules of passengers’ compliance with requirements pertaining to border, customs, immigration, health and quarantine, veterinary, phytosanitary and other kind of control in accordance with applicable laws;
baggage claim area and instructions for the passenger how to act in case of delayed, damaged, destructed and missing baggage;
location of a baby care room, police station, information desk, first aid room, WC.
8.1.2. The Airline or a Ground handling agent shall provide the following services at the airport:
passenger check-in, except when passengers checked in for a flight on their own online using software features (including mobile apps) or were checked in for a flight by the Airline automatically, and provision of boarding passes subject to Paragraph 10.6 hereof;
ground transportation of passengers, baggage to the apron and area of passenger embarkation and baggage loading on board the aircraft;
passenger disembarkation and baggage unloading, ground transportation to airport arrival terminal and baggage claim area.
8.1.3. The Airline shall determine and indicate in a boarding pass and/or on the Airline’s official website the time of beginning and termination of passenger check-in and embarkation.
8.1.4. For the majority of flights operated by UIA, passenger and baggage check-in at the check-in desk shall open 2 hours prior to and close 40 minutes prior to a scheduled flight departure. Due to peculiarities of procedures used at any airport of departure, check-in opening and closing times may vary, and the Airline shall notify passengers thereof on its official website.
8.1.5. The Airline shall establish the time for termination of passenger embarkation at domestic airports, and it shall be 15 minutes prior to the time of flight departure which is indicated on the ticket. The Airline shall establish the time for termination of passenger embarkation at international airports taking into consideration any peculiarities of the concerned airport operation, and the Airline shall notify passengers thereof on its official website.
8.2. Passenger Handling on Board the Aircraft
8.2.1. The Airline shall provide a package of services to passengers on board the aircraft depending on the aircraft type and layout, flight duration, time of day, and service class indicated on a ticket.
Service scope and process shall be set forth in passenger in-flight handling procedures which shall be available to passengers at ticketing offices or on the Airline’s website.
8.2.2. During the flight, the Airline shall ensure the following on board the aircraft:
fitting the passenger cabin with technical facilities and passenger safety systems;
maintaining an appropriate temperature in the cabin;
personal accessories for passengers (passenger reading light, table for meals, safety harness, oxygen masks, etc.);
maintaining proper sanitary and hygienic condition of the cabin;
serviceability and completeness of equipment, tools and passenger handling facilities;
availability of seats for passengers with children;
option for accommodating passengers on stretchers (if possible), other passengers with disabilities and reduced mobility (subject to prior approval of a relevant request by the Airline pursuant to these Rules.
8.2.3. The Airline shall provide the following free-of-charge services on board the aircraft:
assistance during passenger embarkation/disembarkation (finding a seat, placing cabin baggage, etc.);
information inquiry support which includes timely and accurate notification of passengers about rules of in-flight conduct, free-of-charge and chargeable services, flight terms, use of emergency and safety equipment, location of personal protection equipment in the cabin, location of main and emergency exits, disembarkation regulations for emergency situations;
potable water at passenger’s request;
first premedical aid;
lavatory compartments which can be used in compliance with safety requirements.
Immediately after commencement of a flight, the Airline shall inform passengers about the in-flight services which are provided free of charge.
8.2.4. Catering and hot drinks shall be provided during a flight pursuant to a service class. Information about catering and hot drink standards shall be published on the Airline’s website.
8.2.5. Catering shall be provided to passengers on board the aircraft both free of charge and at a charge in accordance with the standards and regulations established by of the Airline and published on the Airline’s website.
8.2.6. The Airline may provide auxiliary in-flight services of enhanced comfort to passengers. The Airline shall determine a list, procedure and payment terms of such services. The Airline shall publish information about auxiliary services on its website to advise passengers thereof.
8.2.7. To provide first premedical aid during the flight, the Airline shall have first aid kits on board the aircraft in the following amounts:
number of passenger seats from 0 to 99 - 1 kit;
number of passenger seats from 100 to 199 - 2 kits;
number of passenger seats from 200 to 299 - 3 kits;
number of passenger seats from 300 and more - 4 kits.
8.2.8. Upon prior request of the passenger with disabilities and reduced mobility, the Airline (handling Agent) shall provide his/her transportation on a special wheelchair after check-in to an allocated seat on board the aircraft.
8.2.9. Upon prior request of the passenger with disabilities and reduced mobility, the Airline shall provide a wheelchair to transport such passenger on board the aircraft.
8.2.10. Information about passenger in-flight service classes and a set of services which each class comprises shall be published on the Airline’s website.
8.2.11. Food and industrial commodities, drinks, souvenirs, books and magazines, etc. may be sold on board the aircraft pursuant to the legislation of Ukraine.
8.3. Safety Requirements on Board the Aircraft
8.3.1. Aircraft shall be equipped with a required set of emergency and safety equipment and means of emergency evacuation of passengers in an emergency situation.
It is prohibited to take on board the aircraft containers, tools and equipment for which there are no sockets, racks or special fasteners.
The maximum number of persons on board the aircraft must not exceed the number of seats and chairs equipped with seatbelts.
During the flight, passengers must keep watch over and follow instructions displayed on indicating panels (Fasten Seat Belt, No Smoking, etc.)
Before take-off, landing, on certain occasions, including, turbulence, and in other cases when the instruction Fasten Seat Belt is displayed on the indicating panel, passengers must fasten seatbelts, and cabin crewmembers must control if each passenger has securely fastened a seatbelt.
Adult passengers must keep in their lap children under two years of age who are transported without a separate seat, hold them tight with their hands and fasten special seatbelts attached to their seatbelts.
8.3.2. During each flight, cabin crewmembers shall ensure the following:
to timely and accurately demonstrate aircraft emergency and safety equipment;
to thoroughly inspect all passenger areas of the aircraft for the purpose of detecting foreign objects;
to comply with requirements of center-of-gravity position during passenger embarkation and allocation of seats on board the aircraft, to ensure no bulky items are placed on baggage racks and there are no articles in aisles, near entrance doors and emergency exits;
when operating a flight in an area of turbulence, to notify passengers of safety requirements and potential consequences of their violation, to give oral instructions to passengers to remain seated and keep their seatbelts fastened;
before passenger embarkation and disembarkation, to control if the airstairs are properly installed;
before aircraft takeoff and landing, to control if equipment and tools are properly installed and secured;
to warn passenger of prohibition to move around the cabin when the aircraft ascends and descends, during turbulence and in other cases when the instruction Fasten Seat Belt is displayed on the indicating panel;
to install a baby bassinet after takeoff and after the indicating panel with the instruction Fasten Seat Belt is off, and take a baby bassinet away no later than when the indicating panel with the instruction Fasten Seat Belt is on prior to landing.
The Airline shall ensure safety in the cabin, proper and safe storage of hand baggage, baggage, removable equipment, etc.
9.1. Transportation of Passengers with Disabilities or Reduced Mobility
9.1.1. The Airline or a sales agent shall not be entitled to refuse booking of seats for persons with disabilities or reduced mobility, except as envisaged in Paragraph 9.1.2 hereof.
The Airline and a sales agent shall not be entitled to deny embarkation of passengers with disabilities or reduced mobility if the latter have a valid ticket and booking, except as envisaged in Paragraph 9.1.2 hereof.
9.1.2. The Airline, a sales agent, a handling agent may refuse booking confirmation for and embarkation of passengers with disabilities or reduced mobility, and demand escort of such persons by another person being able to give any necessary assistance:
to comply with safety requirements established by the international law, legislation of Ukraine, and safety requirements established by the issuer of the valid Air Operator Certificate;
if due to the size of the aircraft and its doors, it is impossible to embark or transport on board the aircraft the passenger with disabilities or reduced mobility.
If booking confirmation is refused due to reasons envisaged by this Paragraph, the Airline, a sales agent shall first make every effort to offer a convenient alternative option of transportation to such person.
9.1.3. The Airline shall first of all offer a ticket refund or change of route in accordance with Paragraph 16.2.2 hereof to passengers with disabilities or reduced mobility whose embarkation was denied due to reasons envisaged by Paragraph 9.1.2 hereof and to any person accompanying the passenger with disabilities or reduced mobility. No compensation shall be paid in this case. The right to have a return flight or change the route shall be granted provided all safety requirements are met.
9.1.4. The Airline and a sales agent shall publish on their websites in the Ukrainian and English languages, and, if required, any other languages, regulations concerning safety requirements, escort rules and terms of transportation of passengers with disabilities or reduced mobility, and any restrictions on transportation of such passengers or their vehicles taking into account technical characteristics of the aircraft.
A tour operator and sales agent shall notify passengers of regulations concerning safety requirements, escort rules and limitations for flights being part of complex journeys, trips and tours, which it administers and/or offers for sale.
9.1.5. If a person with disabilities or reduced mobility is refused booking or embarkation due to reasons envisaged by Paragraph 9.1.2 hereof, the Airline, a sales agent or a handling agent shall immediately inform such person of the reason for refusal, and, at request of such person, and shall give additional written notice of the aforesaid reasons within five business days upon request.
9.1.6. For the purpose of ensuring rights of passengers with disabilities or reduced mobility when they use air transportation services, the Airline may, together with airport operators, form groups (units) which assist persons with disabilities or reduced mobility. Such groups (units) can be both ongoing (e.g., at airports with a large volume of transportation of passengers with disabilities or reduced mobility) and provisional (comprising of employees on shift for certain cases when handling of passengers with disabilities or reduced mobility is required) .
9.1.7. Prior to a trip, the passenger must on his/her own decide if he/she can use air transport taking into account his/her state of health. The Airline shall provide relevant flight information in a form suitable for the passenger.
9.1.8. The Airline and sales agents shall take all necessary measures to ensure availability of information about the Airline’s assistance to passengers with disabilities or reduced mobility, terms and procedures of the aforesaid assistance, at all points of sale, including sales by telephone and mobile phone, via the Internet.
Upon receipt of a request for assistance to a person with disabilities or reduced mobility, a sales agent shall submit such request to the Airline as soon as possible.
9.1.9. A request for assistance during transportation to a person with disabilities or reduced mobility shall be submitted by the sales agent, which received such request, or passenger (his/her representative) to the Airline no later than 48 hours prior to the scheduled flight departure. The Airline shall submit the relevant information at least 36 hours before the scheduled flight departure to the following entities:
airports of departure, arrival and transit;
operating air carrier, if such carrier did not process the booking.
In all cases, except as envisaged by this Paragraph, the Airline, its sales agent shall submit the information within the shortest possible time. If loss of mobility occurred less than 24 hours prior to the flight departure, it shall be urgently decided if such passenger with reduced mobility can be transported through the office of the Airline’s Customer Support Center.
9.1.10. Upon departure, the Airline or a handling agent shall, as soon as possible, give notice to the airport of destination with the information about the number of passengers with disabilities or reduced mobility on the flight and the required assistance.
9.1.11. A request for assistance during transportation to a person with disabilities or reduced mobility shall be applied to a return flight if a contract entered into with the Airline covers the departure flight and the return flight, and the passenger shall be advised thereof.
9.1.12. If there’s a need for a guide dog or other service animals, the Airline shall ensure transportation of the passenger with disabilities or reduced mobility together with a guide dog or another service animal. Seats allocated for passengers accompanied by a guide dog shall be spacious enough to accommodate a guide dog in compliance with safety requirements. A guide dog and other service animals shall be transported free of charge. The Airline shall establish rules of service animal transportation.
9.1.13. Provisions of Paragraph 9.1.12 hereof shall apply if the passenger with disabilities or reduced mobility is present at check-in at the time specified by the Airline (tour operator) and notified to the passenger in writing (including by electronic means), or no later than one hour prior to the time of the flight departure indicated on a ticket.
Further, provisions of Paragraph 9.1.12 hereof shall apply if the passenger arrives at the place designated at the airport for handling of passengers with disabilities or reduced mobility:
at the time determined by the Airline (tour operator), a handling agent, involved in handling of the Airline's flights, and notified to the passenger in writing (including by electronic means); or
no later than two hours prior to the time of the flight departure indicated on a ticket, if there was no notice of the time of arrival to the airport.
9.1.14. If the passenger with disabilities or reduced mobility is assisted by a person accompanying him/her, such person shall, at his/her request, be allowed to assist the passenger with disabilities or reduced mobility at the airport during embarkation or disembarkation.
If possible, the Airline shall allocate a seat to the passenger accompanying the passenger with disabilities or reduced mobility near the seat allocated to the accompanied person.
9.1.15. The Airline shall ensure transportation of up to two vehicles by each passenger with disabilities or reduced mobility, including electrically powered wheelchairs, provided notice is given 48 hours prior to the flight, subject to any space restrictions on board the aircraft, and in accordance with ICAO, IATA regulations and legislation pertaining to dangerous goods transportation. A fee, fixed by the Airline, shall be charged for transportation of three and more vehicles per one person with disabilities or reduced mobility.
9.1.16 To comply with safety requirements, the Airline shall allocate seats for passengers with disabilities or reduced mobility in the cabin in such a way so that they do not interfere with fast passenger evacuation from the aircraft.
The Air Carrier shall ensure assistance to such passengers when they move around in the cabin.
9.1.17 If wheelchairs, other vehicles or aids are lost or damaged during handling at the airport or transportation on board the aircraft, the passenger who owns such property shall be entitled to reimbursement of such property cost.
9.1.18 The Airline shall not be held liable if the age, physical or mental conditions of the passenger can cause deterioration of his/her health or other consequences during embarkation or disembarkation, flight or after termination of air and ground transportation within the airport.
9.1.19 The passenger whose physical well-being gives rise to concern to the Airline (severely ill, on a stretcher, etc.) shall be allowed to be transported by air if he/she presents a medical certificate to the Airline to confirm that such passenger can be transported by air, and, in certain cases, that his/her disease does not constitute a danger to public safety. Such medical certificate shall be issued no later than 5 days before a scheduled departure date.
9.1.20 Severely ill passengers and passengers on a stretcher can be transported only accompanied by a person who will provide nursing care to such passengers during the flight, and a seat (seats) on board the aircraft shall be allocated to them at a charge (fare) established by the Airline.
9.1.21 If the passenger cannot be moved from a stretcher to a seat during the flight, the option of transporting such passenger by air shall be agreed upon with the Airline and an accompanying person in advance.
9.1.22 The Airline shall be entitled to refuse to transport the passenger on a stretcher if the aircraft does not have facilities required to transport such passenger.
9.1.23. The Airline shall ensure that its personnel which assists persons with disabilities or reduced mobility is sufficiently qualified.
9.1.24. The personnel shall assist passengers with disabilities or reduced mobility maintaining their dignity, and the Airline shall guarantee that passengers of this category receive the services contemplated for all passengers subject to requirements of flight safety, aviation security and occupational safety on board the aircraft.
Services of transportation and handling of passengers with disabilities or reduced mobility shall be adjusted to the needs of such passengers and provided in accordance with the guidelines set forth in the Manual on Access to Air Transport by Persons with Disabilities (Doc 9984).
9.1.25. Obligations to passengers with disabilities or reduced mobility pursuant to the provisions of Article 9.1 hereof shall not be limited or disregarded.
9.2. Transportation of Pregnant Women and Women in Childbirth
9.2.1. The Airline may accept a pregnant woman for transportation if her gestation period does not exceed 35 weeks, and in case of a multiple pregnancy – 32 weeks, and always subject to a satisfactory state of health of such woman which is confirmed with a relevant medical certificate where a gestation period and state of health are stated.
9.2.2. The Airline may require a pregnant woman to present a medical certificate at any gestation period if the Airline’s representative has doubts about her gestation period or her estimated due date, or, by outward signs, assumes that the pregnancy has complications or the state of health of such woman is not satisfactory.
9.2.3. Even if a woman presents a medical certificate, the Airline shall refuse transportation of women in childbirth and newborns within 7 days after delivery and childbirth, and if her estimated due date falls within 7 days before the transportation.
9.2.4. For transportation of premature newborns, their parents or accompanying adults shall present a medical certificate for each newborn to confirm that these babies can be transported by air.
9.2.5. Responsibility for authenticity of presented medical certificates confirming that it is safe to transport pregnant women, women in childbirth and children by air shall be imposed on their presenters (parents of children or adults accompanying children).
9.2.6. Transportation may be refused if a handling agent who carries out check-in (Airline’s representative) has any doubts if it is safe to transport a pregnant woman by air.
9.3. Transportation of Children
9.3.1. Infants (INF) less than 2 years of age and children (CHD) of 2-12 years of age shall be deemed children in terms of transportation by air.
INF shall be transported without allocation of a separate seat at special fares established by the Airline.
CHD shall be transported with allocation of a separate seat at special fares established by the Airline.
9.3.2. Children can be transported both accompanied and unaccompanied by an adult passenger who is not less than 18 years of age, provided the following requirements are met:
1) Children of the following age shall be transported under the category Unaccompanied Children: 5-14 years of age in case of domestic transportation, 5-16 years of age in case of international transportation, 5-16 years of age in case of transfer transportation with and international segment.
2) Unaccompanied children shall be accepted for transportation after their parents or guardians fill out relevant duly executed documents and pay a fee for the service established by the Airline.
Support documents shall contain the following information:
surname and given name (names), passport or identity document number, and contact details (state of residence, residence address and telephone number) of an unaccompanied child and of a person accompanying such child at the airport of departure and a person meeting a child at the airport of destination;
surname and given name (names), and contact details (state of residence, residence address and telephone number) of a parent or a person acting on his/her behalf.
3) Age of a child shall be stated as of the date of transportation commencement at the airport of departure, which is indicated in the travel document.
4) Children who are less than 5 years of age as of the departure date may be not accepted for transportation without accompanying adults.
5) Children who are less than 5 years of age as of the departure date may not travel separately from an accompanying adult in another service class (cabin) on board the aircraft.
6) If children of 5-16 years of age travel in another service class (cabin) separately from a parent or an accompanying adult, it shall be obligatory to pay for a service of child accompaniment.
9.3.3. Each adult passenger shall be entitled to transportation with only one INF without allocation of a separate seat. However, one adult passenger shall be allowed to carry with him/her not more than two INFs – one without allocation of a separate seat, the other one on a separate seat, and in this case, transportation shall be paid for at a fare established by the Airline for transportation of children of 2-12 years of age. INF travelling on a separate seat shall be carried in a child safety seat certified for air transportation. If the passenger doesn't have such a child safety seat fails to comply with the aforesaid requirements, the Airline shall be entitled to refuse transportation of INF in a separate seat.
9.3.4. Seats equipped with an additional oxygen mask shall be allocated to passengers with INF.
9.4. Transportation of Deportees and Inadmissible Passengers
9.4.1. The Airline shall not be responsible if passengers are refused admission to a state by public authorities.
9.4.2. Upon request of the Airline or public authorities, the passenger must return to the point of departure or to another point (to which he/she has admission) due to refused admission to the state of destination, regardless of whether this state is a point of destination or transit.
In case of a return flight or transportation to another point due to refused admission to a state, the passenger shall pay a fee for the cost of such transportation to the Airline.
9.4.3. In case stipulated by Paragraph 9.4.2. hereof, the Airline may use as a fee any funds previously paid by the passenger for unused transportation which the Airline retained or any other funds of the passenger retained at the disposal of the Airline.
9.4.4. Amounts paid by the passenger for performed transportation to the point where he/she was refused admission or deported from the destination state shall be non-refundable.
9.4.5. Cost of tickets for deportee transportation shall be paid by a deportee or public authorities of the state which resolved to deport such person to a state of deportation.
9.4.6. Prior to transportation commencement, the Airline shall receive all information concerning potentially dangerous passengers on the flight that are forced to be transported. Corresponding entries shall be made in flight documents if persons under escort (in custody) are transported on board the aircraft
9.4.7. The Airline shall be entitled to refuse transportation of potentially dangerous passengers (persons under escort, deportees, persons in custody) in accordance with requirements of Subparagraphs 2 and 3 of Paragraph 11.1 hereof, if such passengers or accompanying persons do not have any documents required for transportation, or if there are grounds to assume that potentially dangerous passengers may constitute a danger to life and health of other passengers or a hazard to flight safety.
9.4.8. Deportees shall be transported only in the economy class cabin. Upgrade of service class is prohibited for this category of passengers.
9.4.9. Deportees and inadmissible passengers shall be transported to the board and embark the aircraft prior to embarkation of other passengers.
The aforesaid passengers shall disembark the aircraft after disembarkation of all the other passengers.
9.4.10. It is prohibited to serve alcoholic beverages and hot meals, and to provide metal tableware to potentially dangerous passengers.
9.4.11. Seats for potentially dangerous passengers shall be allocated only in the aft section of the cabin.
If possible, potentially dangerous passengers shall be segregated from other passengers by one or several rows of vacant seats.
9.4.12. The Airline shall accept deported persons for transport if:
not less than 24 hours prior to the flight departure, competent public authority deporting the passenger notifies the Airline and provides it with sufficient information about the deportees (flight number, number of deportees, reasons for deportation, if any of deportees were convicted of a criminal offence, have infectious diseases, or are mentally ill, and the list of officials accompanying deportees);
all documents necessary to accept such persons for transportation are available.
9.4.13. The Airline shall accept passengers of categories DEPU and DEPA for transfer transportation by air if:
such passengers have a confirmed booking for all segments of the transfer route;
transfer does not include a trip to another terminal or airport;
transfer does not include an overnight stay at the point of transfer; the minimum time of flight connections cannot be less than expected for this airport and must additionally include time for transportation and accommodation of such persons at the point of transfer to another flight;
number of DEPU passengers on one flight is not more than 6 people and none of them constitutes a danger to the crew and passengers as defined by the competent authority.
The number of passengers of the category DEPU to be transported on one flight operated by the Airline shall not exceed 6 passengers.
The number of passengers of the category DEPA to be transported accompanied on one flight operated by the Airline shall not exceed 2 passengers.
It is prohibited to segregate families of deportees during transportation. It is allowed, at the Airline’s discretion, to exceed the maximum number of deported civilians on the same flight if big families of deportees are transported.
9.4.14. Passengers in custody shall be accepted for transportation if:
such transportation is agreed upon with competent authorities of a state of departure and arrival;
not less than 72 hours prior to transportation, the Airline is notified in writing about the date and route of passenger transportation of this category, transportation terms, level of danger such person constitutes, and the list of officials who will escort such person;
all documents necessary to accept such persons for transportation are available.
Passengers in custody shall be accepted for transportation by the same flight in number not exceeding one person and accompanied by at least two security guards (authorized officers of the competent authority).
10.1. The passenger shall be accepted for transportation if he/she has documents required for transportation by air, a valid ticket issued properly, paid for in full, and a boarding pass.
The passenger must get familiarized with the passenger check-in terms and conditions on the Airline’s website and/or at the point of ticket purchase.
10.2. For the purpose of passenger transportation and baggage check-in, the Airline or a handling agent shall check-in passengers and baggage using the Departure Control Systems (DCS) pursuant to the terms of the contract of carriage.
The passenger can check-in on his/her own via the Airline’s website and/or on a special mobile application (for Android and iOS devices), or at self check-in kiosks at the airport (if it is possible to check-in for a flight of the Airline at self check-in kiosks at certain airports). If the passenger fails to check-in on his/her own, the Airline shall be entitled to do it automatically in accordance with its rules which are publicly available and must be studied by passengers in advance on the Airline’s official website.
Notice of check-in shall be sent to passengers using their contact details indicated when a ticket is booked/purchased.
10.3. For the majority of flights operated by UIA, passenger and baggage check-in at the check-in desk shall open 2 hours prior to and close 40 minutes prior to a scheduled flight departure. Due to peculiarities of procedures used at any airport of departure, check-in opening and closing times may vary, and the Airline shall notify passengers thereof on its official website.
10.4. Passenger online check-in for Airline’s flights shall open and close pursuant to the rules established by the Airline, which passengers must study in advance on the Airline’s official website and/or at the point of ticket purchase.
Within an established period, the passenger can check-in for a flight on his/her own via the Airline’s website or on a special mobile application (for Android and iOS devices).
If the passenger who checked-in for a flight online or was checked-in automatically travels with baggage, he/she must check-in baggage appropriately at the Airline’s check-in desk at the airport.
10.5. In order to comply with formal departure procedure, the passenger shall arrive at the Airline’s passenger and/or baggage check-in desk and the checkpoint with all necessary travel documents at the time required for undergoing baggage check-in procedures, preflight administrative procedures and fulfilling requirements of customs, sanitary and quarantine, veterinary, phyto and sanitary, border and other types of control as stipulated by the effective legislation of Ukraine and the state of destination/departure, and boarding the aircraft.
The Airline shall be entitled to cancel booking and shall not delay the flight if the passenger arrives at the check-in after the time for check-in has passed, or is late for embarkation, or arrives without all necessary travel documents.
If the passenger arrives to the check-in point and the security check point after the check-in time ends or arrives without the documents necessary for the trip, then the airline shall be entitled to cancel the reservation and shall not be obliged to delay the flight departure.
10.6. Passengers and baggage shall be checked-in as per a ticket and any document certifying the passenger's identity, as stipulated by the effective legislation of Ukraine, the state of destination, departure, transit, international legislation, or, if envisaged by the applicable legislation, presentation in the digital format of the information comprised in the aforesaid documents.
Check-in at the airport and/or issuance of a boarding pass shall be free of charge if:
it is prescribed by the rules of the fare at which the ticket was purchased;
it is not possible to check-in on the Airline’s website (or on a special mobile application (for Android and iOS devices)) or to print out (save) a boarding pass before check-in is closed (as determined by the Airline), or at a self check-in kiosk (if any) at the airport before check-in for the flight is closed at the airport;
the passenger was not checked-in asthmatically.
Otherwise, the Airline shall charge an additional fee for check-in and/or issuance of a boarding pass at the airport.
10.7. The passenger shall be accepted for transportation if he/she:
has a duly issued ticket and a boarding pass;
has presented all necessary travel documents as stipulated by the state of departure, destination or transit and the international legislation;
has complied with requirements of the border and customs control;
has undergone the aviation security control procedure;
has observed the Airline’s rules.
The Airline shall refuse to transport the passenger, if the latter fails to meet the requirements set forth in this Paragraph. In this case, refusal to transport the passenger shall be deemed voluntary.
The Airline shall verify passenger's documents presented by him/her for transportation. If the passenger fails to present duly executed documents and entry, exit or transit visas necessary for the passenger’s travel, the Airline shall refuse to transport the passenger. In this case, refusal to transport the passenger shall be deemed voluntary.
10.8. During check-in, a boarding pass for the flight shall be issued to the passenger, and it shall contain the following data: passenger's surname and given name, the Airline’s IATA or ICAO code, flight number, date and time of departure, latest boarding time, service class and number of a seat on board the aircraft.
10.9. The latest boarding time shall depend on the circumstances of flight departure and fixed by the Airline. Passengers shall be informed thereof directly at the airport of departure.
If the passenger is late for boarding, the Airline shall be entitled not to accept such passenger for transportation and shall not delay the flight.
In case of passenger’s delay or no-show for boarding, it shall be deemed that the passenger voluntarily refused to be transported, unless it occurred due to the fault of the Airline or its handling agents.
10.10. During passenger/baggage check-in and embarkation, the passenger shall present all his/her baggage and cabin baggage for weighing and external inspection at the check-in desk and/or boarding gate.
10.11. Number of pieces and weight of baggage accepted by the Airline for transportation shall be indicated in a detachable coupon of a baggage identification tag
10.12. In addition to a baggage identification tag, a special warning baggage tag without a number shall be attached as prescribed by the Airline’s regulations in order to mark special conditions of checked baggage transportation.
10.13. Upon completion of baggage check-in, the liability for integrity and protection of checked baggage shall be imposed on the Airline.
10.14. A fee, established by the Airline, shall be charged for transportation of checked baggage in excess of free baggage allowance permitted by the Airline. Checked baggage allowance and transportation conditions, and excess checked baggage fees shall be published on the Airline’s website.Payment for transportation of such baggage shall be confirmed by issuance of EBT, MCO or EMD.
11.1. The Airline shall be entitled to refuse transportation at any stage of transportation, cancel booking or disembark the passenger from the aircraft:
due to obligatory observance of applicable laws of the state of departure, arrival or transit;
on demand of the relevant public authorities of Ukraine or the state of departure, arrival or transit;
in other cases stipulated by the legislation of Ukraine and hereby.
11.2. For the purpose of ensuring flight safety, the Airline shall be entitled to refuse transportation of passenger or his/her baggage at any stage, cancel booking or disembark the passenger from the aircraft based upon its justified decisions, if:
1) On account of behavior, age, mental or physical state of health of the passenger, there are grounds to consider that the passenger:
requires special assistance from the Airline which was not ordered or which the Airline cannot provide due to external factors;
can cause discomfort to other passengers;
can cause any kind of risk for himself/herself or other passengers, or to property of passengers and the Airline;
2) The passenger fails to comply with the Airline’s directions necessary for ensuring flight safety, creating a situation where the Airline cannot carry out its obligations to other passengers on board the aircraft;
3) The passenger behaves in a way that makes the maintenance of flight safety during transportation doubtful, namely, in case of passenger’s aggressive behavior and/or threats towards other passengers, Airline’s employees and aircraft crew members;
4) The passenger refuses to undergo inspection by the security officers of the Airline, airport or competent public authorities;
5) The passenger endangers or potentially endangers the safety of other passengers (baggage, cargo) or aircraft;
6) The passenger fails to pay applicable fares and/or fees (rates);
7) The passenger fails to produce necessary travel documents for inspection;
8) The passenger attempts to enter a state without a required valid document;
9) The passenger has damaged/destroyed or lost ID documents during the flight creating a situation where it is not possible to identify him/her;
10) The passenger has alcoholic or narcotic intoxication
11) The passenger previously committed actions mentioned in Subparagraphs 1-10 of this Paragraph, and there is an indication that such behavior might recur.
12) A ticket produced by the passenger:
is invalid for transport (in this case the Airline shall be entitled to seize such ticket and declare it invalid);
was purchased from an entity other than the Airline or a sales agent (in this case the Airline shall be entitled to seize such ticket, declare it invalid and refuse to refund the cost);
was declared lost, stolen, invalid, contains forgery or otherwise arouses suspicion (in this case the Airline shall be entitled to seize such ticket, declare it invalid and refuse to refund the cost);
was purchased by a false, stolen or invalid payment card (in this case the Airline shall be entitled to seize such ticket, declare it invalid and refuse to refund the cost);
contains a flight coupon with corrections made by an entity other than the Airline or a sales agent, or a damaged coupon (in this case the Airline shall be entitled to seize such ticket, declare it invalid and issue a duplicate ticket, if there are grounds for that);
contains the first unused flight coupon and the passenger commences his/her travel from any other stopover on the route of transport at a new fare not regulated by the Airline’s fare standards, and that constitutes violation of the proper sequence of flight coupons application (in this case the Airline shall be entitled to seize such ticket, declare it invalid and voluntarily refund the cost according to the applicable fare rules);
13) A person producing a ticket fails to identify himself/herself as the person indicated on the ticket (in this case the Airline shall be entitled to seize such ticket, declare it invalid and refuse to refund the cost);
14) in other cases stipulated by the legislation of Ukraine or hereby.
In all cases when a ticket is seized, the Airline or its handling agent shall draw up a report, a copy of which is handed to the passenger and an original is kept by the Airline.
The Airline shall be entitled to seize a ticket, declare it invalid and refuse to refund the cost if the fare was applied in a wrong way, the passenger fails to pay the cost of transportation by air in full as of the flight date, or a ticket was purchased after the sale of seats for the flight was closed not through the Airline’s fault. The Airline shall be entitled to seize a ticket, declare it invalid and refund the cost pursuant to Paragraph 19.3.1 hereof if the ticket validity period was violated, or a ticket contains the first unused flight coupon, and the passenger commences his/her travel from any other stopover on the route of transport at a new fare not regulated by the Airline’s fare standards.
11.3. The passenger who is refused transportation or further transportation for the reasons defined in Subparagraphs 2 and 3 of Paragraph 11.1 hereof shall be entitled to obtain an involuntary refund of the cost paid by him/her in accordance with Paragraph 19.2 hereof.
11.4. The passenger who is refused transportation or further transportation for the reasons defined in Paragraph 11.2 hereof shall be entitled to obtain an voluntary refund of the cost paid by him/her in accordance with Paragraph 19.3 hereof.
11.5. In case of passenger’s unreasonable delay through the fault of the Airline or its handling agent due to aviation security control, the Airline shall transport such passenger on its next flight where seats are available.
If the passenger refuses to be transported due to delayed procedure of aviation security control, the Airline shall, upon passenger’s request, refund the cost of a ticket or its unused part.
11.6. The passenger who is refused transportation for the reasons defined in Paragraph 11.2 hereof may be refused further transportation on Airline’s flights, and the Airline shall notify the passenger thereof in writing.
12.1. Applicable System of Baggage Transportation
The Airline shall apply the Baggage Piece Concept (РС) for transportation of checked baggage of passengers.
12.2. Baggage Transportation Requirements
12.2.1. Baggage of the passenger shall be accepted for transportation during its check-in at the airport of departure, transfer, stopover or any other point of baggage check-in established by the Airline.
12.2.2. Depending on their quantity, size, weight and peculiarities, belongings of the passenger can be transported as checked baggage or unchecked baggage (hand baggage).
12.2.3. Pieces of baggage weighing up to 32kg, inclusive, per each baggage piece, and with the size, a total of three dimensions, up to 158 cm (62 inches) can be transported as checked baggage
Upon prior approval by the Airline, pieces of baggage with bigger dimensions and weight can be accepted for transportation.
A baggage piece weighing more than 32kg shall not be accepted for transportation if there is no approval of the Airline to check-in such piece as baggage, and such baggage shall be checked-in by the passenger for transportation as cargo.
If a baggage tag contains no information about the baggage weight, it shall be deemed that the weight of one piece of checked baggage amounts to 23 kg.
12.2.4. Information about the maximum quantity and weight of baggage accepted by the Airline to transportation free of charge, depending on a service class of the passenger and selected fare, and about the payment procedure and amounts of an excess baggage charge, shall be published on the Airline’s website.
12.2.5. The Airline shall take steps to ensure that the passenger and his/her checked baggage are transported on the same aircraft, and especially if, according to applicable laws, it is required that the passenger must be present when his/her checked baggage undergoes customs clearance procedures.
If checked baggage is transported on another aircraft due to reasons beyond passenger’s control (because of insufficient aircraft capacity, baggage check-in delay, etc.) and checked baggage was not loaded to the flight where the passenger is transported, such baggage shall be checked-in through the appropriate baggage tracing service and identified with a special baggage tag RUSH.
The aforesaid baggage shall be delivered to the passenger’s destination point at the earliest possible time.
The Airline shall deliver such baggage free of charge to any location as determined by the passenger. If it is impossible to deliver delayed baggage and the passenger has to claim baggage on his/her own, the Airline, upon passenger’s request, shall reimburse transport expenses associated with baggage claim if they are duly confirmed.
If the aircraft is overloaded or no free tonnage is available on the aircraft, the Airline shall be entitled to transport such baggage on its next flight or a flight of another carrier, and notify the passenger thereof.
The Airline shall on its own resolve which baggage it will transport on its next flight or a flight of another carrier.
12.2.6. Upon acceptance of baggage for transportation, the Airline shall undertake responsibility for it, and that shall be confirmed by a detachable coupon of a baggage identification tag issued to the passenger which contains details about the quantity and weight of baggage accepted for transportation.
If a paper ticket is issued, check-in and acceptance of baggage for transportation by the Airline shall also be confirmed by recording in a baggage ticket the information which contains details about the quantity and weight of baggage accepted for transportation.
12.2.7. Starting from the moment when the Airline assumes responsibility for baggage accepted for transportation and until the moment when baggage is returned to the passenger, the latter is prohibited to have access to checked baggage, except when it undergoes the identification or additional inspection procedure by competent authorities.
12.2.8. If the passenger’s route comprises more than one segment and transportation along this route is operated by different carriers, then checked baggage allowance and excess baggage charges for such route shall be determined by the first carrier on the route, save for cases about which the Airline shall notify additionally.
For carrier’s flights operated under a codeshare agreement, checked baggage allowance and excess baggage charges established by the operating carrier shall apply.
Note: in any case, free checked baggage allowance indicated on the ticket shall be taken into account, save for cases about which the Airline shall notify additionally calling a telephone number of the passenger, or sending notification to his/her email address, or via other communication means which the passenger indicated when he/she purchased a ticket.
12.2.9. The Airline shall be entitled to collect a service fee for effecting payment for excess baggage.
12.3. Declared Baggage Value
12.3.1. The passenger shall be entitled to declare the value of his/her baggage before check-in and transportation if the Airline consents to transportation of checked baggage with declared value.
12.3.2. Value of baggage to be transported shall be declared separately for each piece of baggage.
If value of checked baggage is declared, the passenger shall pay a fixed fare before the Airline accepts such checked baggage for transportation.
12.3.3. The Airline shall issue a Miscellaneous Charges Order (MCO) or an Excess Baggage Ticket (EBT) or EMD to the passenger to confirm payment for transportation of checked baggage with declared value.
The aforementioned documents shall contain information about the transportation route of baggage with declared value, baggage tag number, name and surname of the passenger (owner of the baggage with declared value).
12.3.4. An expert of the competent Chamber of Commerce and Industry shall estimate value of the baggage and draw up an inventory list of and a report on evaluated contents of such baggage in four authentic copies, the fourth copy shall be kept by the CCI.
Copies of the report with an inventory list of the evaluated baggage shall be signed by the authorized expert and the baggage owner, and certified with the CCI stamp.
The first copy of the evaluated baggage report shall be kept by the baggage owner, the second copy shall be given to the Airline (its authorized representative), the third copy shall be attached to the evaluated baggage at the airport of departure after the contents of the evaluated baggage is verified against the certified inventory list.
Evaluated baggage (baggage piece) shall be locked in the presence of the baggage owner and the Airline’s authorized representative, securely packed in foil by a packer at the airport of departure, checked in at the passenger and baggage check-in desk with participation of the parties to the contract of carriage of baggage with declared value and accepted by the Airline for transportation.
12.3.5. If such baggage is lost, the Airline’s responsibility shall be limited to its declared value, except in cases where the Airline can prove that the amount requested by the passenger exceeds the actual baggage value.
12.3.6. The passenger shall also be entitled to effect additional insurance of his/her baggage before its check-in and transportation with an insurance company he/she selects.
12.4. Requirements to Baggage Package
12.4.1. Each piece of baggage must be properly and securely packed to ensure its safekeeping during transportation and handling and prevent any damage it might cause to passengers, crewmembers, third parties, aircraft, baggage of other passengers or other property, and to exclude any possibility of free or accidental access to baggage contents by third parties.
The Airline shall be entitled not to accept baggage for transportation as checked baggage if it is packed in violation of the aforesaid requirements, or require the passenger to additionally pack such baggage.
The Airline shall determine if baggage package meets the aforesaid requirements.
12.4.2. The Airline may, at its own discretion, accept baggage for transportation by air as checked baggage if such baggage has any external damage which does not affect its integrity during transportation by air and handling and cannot cause damage to passengers, crewmembers, third parties, aircraft, baggage of other passengers or other property. Such damage and its nature shall be indicated in a baggage ticket (Limited Release Tag – transportation with limited liability) by the Airline or its handling agent, which shall be signed by the passenger.
12.4.3. The Airline or its handling agent shall be entitled to require the passenger to additionally pack his/her baggage.
12.5. Limitations on Items Acceptable for Transportation as Checked and Cabin Baggage
12.5.1. The following items are prohibited for transportation in baggage:
goods, items, liquid and other substances that might endanger the health of passengers, flight safety and the Airline’s or other passengers’ property, these include explosives, compressed gases, corrosive substances, oxidizers, radioactive materials, magnets, flammable materials, toxic, injurious or irritating substances, as well as any other items and substances defined as prohibited to be transported on passenger aircraft in the Technical Instructions for the Safe Transport of Dangerous Goods by Air (Doc ICAO 9284) (hereinafter, Doc 9284) and the legislation of Ukraine.
Checked baggage should not contain the following items:
- fragile and breakable items, perishables, money, keys, jewelry, electronic equipment, photo- and video equipment, precious and semiprecious metal and stone wares, eyeglasses, antiques, artwork, photos, fur goods, technical documentation, business documents, securities, valuables, medicines, medical documentation, ID documents;
- goods, items and medicines transportation of which is prohibited or limited by the effective laws of any state from, to or through the territory of which the flight is performed;
- goods unacceptable for transportation due to their nature, weight, dimensions, form or smell
If checked baggage contains any of the aforesaid items, the Airline shall not be responsible for their safekeeping.
Pepper spray, gas gun and revolver ammunition shall not be accepted for transportation on passenger flights.
12.5.2. It is prohibited to transport live or dead animals and birds, except as otherwise specified herein.
12.5.3. The Airline shall not be responsible for fragile and breakable items, perishables, electronic equipment (photo- and video equipment, computer equipment, storage devices), software, money, keys, jewelry (precious and semiprecious metal and stone), eyeglasses, antiques, artwork, photos, fur goods, technical documentation, business documents, securities, medicines which the passenger needs to have during the travel, medical documentation, passports and other ID documents, samples, unique or irreplaceable items, other valuables.
The passenger shall carry the aforesaid items in the cabin baggage and be responsible for their safekeeping.
Electronic cigarettes, lithium-ion batteries, lithium cells, medications (in the amount required for travel) shall be transported in cabin baggage.
12.5.4. Upon prior approval of the Airline (not later than 24 hours before flight departure), firearms and their ammunition, dry ice may be accepted for transport as cargo or checked baggage in a limited amount and under certain conditions in compliance with the international rules of IATA and Ukraine pertaining to dangerous cargo transportation.
All kinds of gear (military, hunting, tourist, sporting, etc.), ammunition and other weapon, including antique firearms and cold weapon, stabbing and cutting items shall be transported as checked baggage or cargo.
The aforesaid items shall be inspected by authorized competent officers, properly packed and must be transported with issuance of appropriate documents which authorize their export/import and transit to the state of destination.
The passenger shall be responsible for any consequences of improper fulfilment of the aforesaid procedures.
12.5.5. The passenger shall be entitled to include into checked baggage:
his/her household goods, alcoholic beverages, food, nonradioactive items for medical use, toiletries, daily necessities, including containers with sprays for medical use, and other items and substances permitted for transportation by the competent supervisory authorities in fixed amount and of fixed dimensions per one person according to Doc 9284.
12.5.6. The Airline may accept for transport medicines in the required amount in cabin baggage if it is confirmed that the passenger must take them during the flight.
12.6. The Right to Refuse Transport of Baggage
12.6.1. The Airline shall be entitled to refuse to accept baggage for transportation as checked baggage, if it is not properly packed in suitcases with locks or other suitable containers to ensure its safe transportation and handling using conventional means of baggage (cargo) handling
12.6.2. The Airline shall be entitled to refuse transportation or further transportation of baggage if it concludes, pursuant to the relevant documents, that such baggage may contain any materials or items prohibited for transportation.
The Airline shall not take over the control and responsibility for the goods and items that it refused to accept for transportation as baggage.
12.6.3. At passenger’s request, the Airline may transport items specified in Paragraphs 12.5.1, 12.5.2 and 12.5.4 hereof as unaccompanied baggage (cargo), subject to the requirements of Paragraph 12.9 hereof.
12.6.4. Checked baggage of the passenger who failed to show up for boarding shall be obligatory offloaded.
12.7. The Right to Search
12.7.1. In order to ensure flight safety and to discover the items defined in Paragraphs 12.5.1 – 12.5.4 hereof, the Airline shall be entitled to require the passenger to undergo security inspection which is carried out by security officers of the Airline and airport, and to present baggage for search, and shall also be entitled to carry out or organize baggage search in the passenger’s absence.
The Airline shall be entitled to refuse transportation to the passenger and/or baggage if such passenger refuses to obey the aforesaid request.
12.7.2. The Airline shall not be responsible for any damage caused to the passenger or his/her baggage if items prohibited for transportation are detected during X-ray inspection or other scanning, except in cases of the Airline’s negligence.
12.8. Payment for Baggage Transportation
12.8.1. The passenger shall pay for transportation of baggage at an applied fare effective as of the day of issuance of an Excess Baggage Ticket (EBT), or issuance of MCO or EMD.
The passenger may effect the aforesaid payment in advance or directly at the airport during check-in.
12.8.2. If at the point of the flight departure the passenger presents for transportation baggage in the quantity less than that he/she paid for in advance, the passenger shall get a refund of the difference between the amount paid in advance and the amount charged for actual weight of the baggage.
If at the point of the flight departure the passenger presents for transportation baggage in the quantity more than that he/she paid for in advance, such baggage shall be accepted for transportation after a surcharge is paid.
12.8.3. The Airline shall be entitled to refuse transportation of passenger’s baggage if the passenger fails to pay applicable fares and/or fees (rates) established by the Airline.
12.8.4 Prior to transportation, the passenger must pay for the baggage in excess of the free baggage allowance established by the Airline. During seat booking and passenger check-in, the Airline (sales agent and/or handling agent) shall inform of and request payment for the excess baggage.
12.8.5. Specific baggage, such as technical equipment, sporting gear, musical instruments, weapon and ammunition, and oversized baggage, animals and birds shall be accepted for transportation only upon prior approval of the Airline and if special facilities and capacity are available on board the aircraft.
12.8.6. The passenger must fulfill all special requirements set by supervisory bodies, comply with conditions of transportation of such baggage, and pay for baggage transportation at fares established by the Airline.
12.8.7. If the Airline is unable to transport outsized and oversized baggage as checked baggage, the passenger shall process in advance documents necessary for transportation of such baggage as cargo.
12.9. Unaccompanied Baggage
12.9.1. Upon passenger’s request and Airline’s approval, passenger’s baggage can be transported as unaccompanied baggage as cargo.
12.9.2. Unaccompanied baggage shall be accepted for transportation only between the points of departure and destination of the passenger, according to a ticket and only after the baggage undergoes customs and other procedures in the presence of the passenger.
12.9.3. The passenger shall process in advance documents necessary for transportation of unaccompanied baggage at the corresponding organizational unit of the Airline. An airway bill shall be issued for such baggage accepted for transportation.
Unaccompanied baggage shall be transported according to the Airline’s rules for cargo transportation by air.
Transportation of unaccompanied baggage shall be paid by the passenger in accordance with the Airline’s cargo fares.
12.10. Cabin Baggage (Unchecked Baggage)
12.10.1. Cabin baggage (unchecked baggage) shall be transported in the aircraft cabin with consent of the air carrier and under control of the passenger.
Items that have weight and dimensions specified by the Airline which allow to safely place them in the aircraft cabin in the overhead stowage bin or under the seat of the chair shall be accepted for transportation as cabin baggage.
Cabin baggage shall not be in excess of the dimensions and weight established by the Airline.
It is prohibited to place cabin baggage and items permitted for transportation in the aisles of the aircraft cabin.
12.10.2. Items that do not comply with the Airline’s requirements regarding cabin baggage dimensions and weight, or items which are prohibited for transport in the aircraft passenger cabin shall be deemed checked baggage and handled likewise.
12.10.3. Cabin baggage shall not contain any stabbing and cutting items: knives, scissors, needles, knitting needles and other sharp and cutting items.
12.10.4. The list of items which are prohibited for transport in cabin baggage, and/or transportation of which as unchecked baggage in limited to a certain extent, shall be posted on the Airline’s website. The passenger must get familiarized with the aforesaid list prior to the transportation and obey its prohibitions and limitations.
12.10.5. Throughout the transportation, cabin baggage shall be under passenger’s control, protection and responsibility.
12.10.6. Information about cabin baggage allowance and transportation conditions, and excess cabin baggage rates shall be published on the Airline’s website.
12.11. Free Baggage Allowance
12.11.1. Without regard to the rules of the fare at which a ticket was purchased, the passenger shall be entitled to transport the following items free of charge as cabin baggage in excess of free allowance established by the Airline: baby food it will need during the flight, a flight baby cot (for infants under 1 year of age), a stroller, a folded wheelchair and/or crutches, special purpose facilities and equipment to be used by passengers with disabilities, if the Airline deems that there is enough space on board the aircraft and transportation of such items complies with safety requirements.
The total weight of unchecked baggage (cabin baggage), except the items specified in Subparagraph 1 of this Paragraph, shall be determined by the Airline’s rules and published on the Airline’s website.
12.11.2. The Airline shall be entitled to extend the list of and increase the total weight of items which are transported free of charge.
12.11.3. Without regard to the rules of the fare at which a ticket was purchased, the Airline may charge a surcharge for transportation of the following:
- passenger’s belongings (regardless of what they are), the size and weight of which violate the Airline’s rules;
- passenger’s belongings which are packed in violation Paragraph 12.4 hereof, regardless of what they are and their purpose;
- household goods, TV-, video-, audio-, photo equipment, which one piece weight exceeds 10 kg;
- plants, seedlings, greens, dried plants, trees and bushes with a total weight exceeding 5 kg;
- correspondence accompanied by couriers;
- animals (domesticated or wild), birds, bees and other livestock, except a guide dog accompanying the passenger with disabilities or reduced mobility.
12.11.4. The Airline shall be entitled to extend the list of items transportation of which may be surcharged, regardless of the fare rules.
13.1. Transportation of Baggage in the Aircraft Cabin
13.1.1. Upon passenger’s request and Airline’s approval, baggage (items) of the passenger requiring precautionary measures during its transport or special handling conditions (fragile and breakable items, perishables, movie and photographic camera, TV-, radio-, video equipment, equipment samples, musical instruments, mobile phones, laptops, other electronic and optical devices, etc.).
13.1.2. Items which the passenger deems inappropriate for transportation in the aircraft cargo hold shall be accepted for transportation in the passenger cabin only with prior consent of the Airline.
The passenger shall pay for transportation of the aforesaid items according to the Airline’s rules and depending on the number of passenger seats required for their transportation.
13.1.3. Information about the maximum weight and dimensions of a baggage piece which may be transported in the aircraft cabin pursuant to this Article shall be published on the Airline’s website.
Packaging of baggage transported in the aircraft cabin must have rounded edges to prevent injuries to passengers and damage to their property and the aircraft equipment, and must meet sanitary requirements.
Such baggage must be properly secured on the passenger seat (passenger seats).
13.1.4. The passenger shall take responsibility for delivery to the aircraft, loading, allocation in the aircraft cabin, unloading and transportation within airport terminals of the baggage to be transported in the aircraft cabin.
13.2. Transportation of Animals
13.2.1. The Airline shall transport domestic animals which do not pose a potential risk to passengers, crew and flight safety.
13.2.2. Domestic animals shall be transported under the condition of the Airline’s prior consent given by the latter during booking before commencement of the transportation.
Animals must be properly kept in containers/cages and have valid vaccination certificates and health certificates, permits to enter the state of destination or transit.
Animals must be clean, neat and without unpleasant smell.
The Airline shall be entitled to define the method of their transport and restrict the number of animals accepted for transportation on one flight.
13.2.3. Transportation of domestic animals accepted by the Airline for transportation in the aircraft cabin or as checked baggage together with their container and feed shall be paid for as an additional service by the passenger at the fare established by the Airline.
It is allowed to transport in the passenger cabin free of charge:
service dogs accompanied by a dog-breeder, guide dogs for blind and deaf passengers, and containers with feed for such animals;
A guide dog/service dog must have a collar and muzzle and must be tied to the seat near the feet of the passenger or the dog-breeder.
13.2.4. If domestic animals are transported, the passenger shall take full responsibility for his/her animals, and for presentation of a necessary certificate, permit, etc., as provided for by applicable laws and rules of the state of departure, transit and entry.
The Airline shall not be responsible for any injury, loss, delay, illness or death of such animals due to refusal of admission to the state of destination or transit, unless such damage was caused by the Airline’s negligence.
13.2.5. Domestic animals whose weight together with their container exceeds the weight which is fixed and published on the Airline’s website shall be transported only in baggage or cargo holds of the aircraft, except guide dogs and specially trained service dogs.
13.2.6. If the passenger fails to meet requirements of Paragraphs 13.2.1, 13.2.2 hereof, the Airline shall be entitled at its own discretion to make the final decision during check-in of the passenger whether to allow or prohibit transport of animals.
13.2.7. The information about the method of animal transportation established by the Airline and limitations on quantity of animals allowed to be transported on one flight shall be published on the Airline’s website.
14.1.1. Scheduled flights shall be operated in accordance with a flight schedule of the aircraft, which is put together by the Airline, posted on computer reservation systems, and published on the Airline’s website. The Airline may issue a promotional schedule of flights.
The Airline shall confirm that the information which it posts or provides for posting on other computer reservation systems is precise, accurate, and exhaustive.
14.1.2. Charter flights (non-scheduled flights) shall be operated based on a charter contract (hiring of an aircraft) between the Airline and the customer ordering the charter flight.
14.1.3. The Airline shall assume no responsibility whatsoever for errors or omissions made in the flight schedules or in other timetables published by other carriers.
14.1.4. The flight departure time and the type of the aircraft that are specified on the flight schedule or on other published timetables or in the Airline’s transportation documents shall not be guaranteed and shall not be a compulsory or essential provision of the contract of carriage, with the exception of the flight departure time indicated on the ticket.
The Airline may alter its flight schedule, the timetables of flights, or the flight departure time, of which it must notify its passengers in due course.
14.1.5. The Airline may alter the type of the aircraft without informing the passenger thereof.
14.1.6. The Airline and ground handling service providers (airport operators) shall provide passengers at the airport with a visual and/or audible information on:
- the time of departure and arrival of the aircraft;
- the place, flight check-in opening and closing times;
- the place, aircraft boarding opening and closing times;
a delay or cancellation of the flight and causes of the flight delay or cancellation.
15.1. The Airline may delay or cancel a flight both for commercial reasons and for reasons beyond its control.
15.2. The Airline must undertake each and all the steps necessary to avoid delay in the transportation of passengers and baggage.
15.3. In the event of an emergency (including, without limitation, military actions, civil unrests, riots, or a threat thereof, subversive actions, embargos, fires, floods, earthquakes, or other natural disasters, acts of terror, explosions, pandemics, epidemics, proclamation of quarantine, meteorological conditions incompatible with a safe operation of the flight, actions or inaction of governmental agencies, decisions of agencies that manage the air traffic, strikes, technical obstacles arising as a result of a failure or outage, malfunctions of an electric supply system, of those of a communication, distribution, equipment, software system), i.e. the circumstances that result in an extended delay or cancellation of one or more flights, even if the carrier has taken all reasonable steps to avoid the delays or cancellations, the Airline may – without informing the passenger – cancel or delay the flight, or cancel a previously confirmed reservation.
In other cases, the Airline or its sales agents must warn the passengers of the delay or cancellation of the flight no later than three hours before the opening time of check-in at the airport.
15.4. In the event of a flight delay, the Airline directly – or through a ground handling service provider (airport operator) – shall inform the passengers by means available at the airport of departure every 30 minutes about the tentative time of delay and about the expected time of departure.
16.1. General Provisions
16.1.1. Provisions of this Article shall apply to the passengers of scheduled and charter flights who were refused transportation against their will or whose flight was cancelled or delayed, under the condition that the passenger has a confirmed reservation available for the flight in question and – with the exception of the cancellation case described in Article XV hereof – is present for check-in at the time prescribed by the Airline rules and indicated in writing (including electronically), or, should a check-in time not be indicated, no later that 45 minutes before the indicated time of departure, or had booked a seat on the flight that was delayed or transferred by the Airline onto another flight, irrespective of the reasons.
If transportation is refused, flight is cancelled or delayed irrespective of its duration, passengers with disabilities or with reduced mobility and persons accompanying such passengers, as well as unaccompanied children, in accordance with this Article shall have the right to priority assistance.
16.1.2. Provisions hereof shall not apply to passengers travelling for free or at a discounted price directly or indirectly inaccessible to other passengers.
Provisions hereof, however, shall apply to passengers the Airline has issued tickets to under a frequent-flyer loyalty program and who are members of the Airline’s Panorama Club.
16.1.3. In the event that the Airline is paying out a compensation or delivering services provided for in this Section, no one provision of this Article may be construed as such that the Airline has admitted to its guilt or as limiting its rights to seek compensation by way of recourse from any person whatsoever including third parties.
16.1.4. In the event that liabilities arise towards passengers on a flight operated under an interline agreement (on mutual recognition of interline documents), or under a codeshare agreement (on jointly operated codeshare flights), the responsibility to provide the services and pay out a compensation shall be placed upon the actual (operating) carrier through the fault of which an improper transportation took place.
If the number of passengers having a confirmed reservation exceeds the number of seats available in a block (the number of seats the contracted carrier has the right to sell), the contracted carrier that has pre-sold the tickets shall be responsible for providing the services and paying out a compensation.
16.1.5. A flight shall be deemed completed in the event that its operation is entrusted to another air carrier that ensures the transportation of passengers of the flight entrusted to it by a specially arranged flight.
A change of the airfield of departure or arrival within the boundaries of the same administrative and territorial unit may not be deemed to be a cancellation of the flight.
Except for cases where a flight is cancelled by the Airline, a flight shall be deemed cancelled in case there is a delay with departure for over 48 hours.
16.1.6. Compensatory payments provided for in this Article shall be made upon passenger’s request if the Airline’s immediate guilt is determined in refusing the transportation or cancelling the flight. Responses under the complaints that only contain demands of a compensatory payment provided for in Paragraphs 16.2 and 16.3 hereof shall be reviewed within the time limits set out in the Law of Ukraine on Citizens’ Appeals.
16.1.7. Distances specified in this Article shall be measured according to the method of orthodromic route distance.
16.2. Passenger Compensation if Transportation is Refused
16.2.1. In the event that the Airline reasonably anticipates denial of boarding to the passenger, it shall first conduct a poll to identify passengers that are ready to forgo their confirmed reservation in exchange for a reward which is negotiated between the passenger voluntarily forgoing their boarding and the Airline.
16.2.2. In the event of refusal of transportation, and where a reference is made to this Paragraph, the Airline shall offer the passenger to choose from among the following:
1) a refund of the price of the air transportation within seven days, which has to be made in cash, via a bank transfer, bank order, bank cheque, or via an electronic voucher, or, subject to the passenger’s certified written consent, in the form of traveler’s cheques and/or other services – of the full price of the ticket at the price at which it was purchased, for the unused portion of the ticket and for the used portion(s) of the ticket, should the flight no longer prove satisfactory to the passenger, as well as should there be a need to ensure a return transportation to the initial point of departure at the earliest opportunity;
2) a change of the air transportation route, which is made subject to congenial transportation conditions:
to the terminal point of destination at the earliest opportunity, or – upon passenger’s request – to the terminal point of destination at a later time subject to availability of free seats on the flight.
16.2.3. Transfer of the passenger from the airport where refusal of transportation occurred to the airport where the Airline-offered alternative route begins, and from the alternative landing airport to the airport the passenger should have arrived at on the flight for which they were denied boarding, shall be made at Airline’s expense.
16.2.4. If there are no passengers willing to voluntarily forgo their travel on the flight in question, or should their number not be enough, the Airline shall be entitled to refuse transportation to the passenger against the passenger’s will.
16.2.5. If the passenger is refused transportation against their will, the Airline shall make a compensatory payment in the amount as follows:
- 250 euros – for flights ranging up to 1,500 kilometers inclusive;
- 400 euros – for flights ranging from 1,500 to 3,500 kilometers inclusive;
- 600 euros – for flights ranging over 3,500 kilometers.
When determining the range, the last point shall be taken as the basis where refusal of transportation or failure to operate a pre-planned flight for which at least one seat has been booked would cause a delay in the passengers’ arrival at the scheduled time.
16.2.6. The Airline shall be entitled to decrease the amount of compensation described in Paragraph 16.2.5. hereof by 50 per cent if the passenger is offered a replacement of the air transportation route to their point of destination with alternative flights which time of arrival does not exceed the scheduled one:
- by two hours – for flights ranging up to 1,500 kilometers inclusive;
- by three hours – for flights ranging from 1,500 to 3,500 kilometers inclusive;
- by four hours – for flights ranging over 3,500 kilometers.
16.2.7. Compensation shall not be payable by the Airline if:
1) The refusal of transportation resulted from the fact that the passenger:
- arrived for the check-in or boarding after its end time prescribed by the Airline;
- declined to go through the security check or abide by Airline’s other instructions;
- produced travel documents that have not been duly completed;
- produced a ticket that has been registered as lost (stolen) or counterfeit.
2) The passenger is travelling under a free air ticket (ID00) or under a discounted ticket whose price is directly or indirectly inaccessible to other passengers, except for cases where the Airline has issued the tickets under its loyalty programs to passengers being members of the Panorama Club.
3) The passenger is being carried without an individual seat being assigned to them (children aged 2 or younger).
4) An alternative flight is arriving at the airport of destination at an earlier time or at the same exact time as the initially booked flight.
5) In other cases where the Airline has the right to refuse transportation pursuant to these Rules and to the existing laws.
16.2.8. Payment of a compensation shall not relieve the Airline from the responsibility to offer the passenger to choose from among the services and reimbursements provided for by Paragraph 16.2.2 and by Paragraph 16.3.5 hereof.
16.2.9. Should a monetary compensation provided for in this Article not be paid at the airport where the refusal of air transportation or flight cancellation occurred, the compensatory payment provided for in this Article shall be made upon passenger’s written request.
16.3. Passenger Compensation if Flight Cancelled
16.3.1. In the event that the flight is cancelled, the Airline shall offer the passenger the services as per Paragraph 16.2.2 hereof and a compensation as per Paragraphs 16.2.5 and 16.2.6 hereof.
The passenger may be entitled to a compensation if they had not been informed about the flight cancellation:
two weeks prior to the scheduled time of the flight departure; or
within the period of no more than two weeks prior and no less than seven days prior to the scheduled time of departure and a change of itinerary has been offered, which will enable them to depart from the point of departure no later than two hours prior to the scheduled time of departure and to arrive at the terminal point of destination no later than four hours after the scheduled time of arrival; or
less than seven days prior to the scheduled time of departure and a change of itinerary has been offered, which will enable them to depart from the point of departure no later than an hour before the scheduled time of departure and to arrive at the terminal point of destination no later than two hours after the scheduled time of arrival.
16.3.2. The Airline, when cancelling or delaying a flight, shall provide the passengers upon their request with an explanation as to the grounds for the cancellation or delay of the flight.
In the event of a need to ensure a timely layover of transfer passengers to their connection flights, the Airline at the earliest opportunity shaall offer such passengers alternative routes of air transportation.
16.3.3. The Airline shall not be obligated to pay a compensation or provide services as per this Paragraph if it is able to supply a proof of the fact that the reason for the cancellation was the effect of an emergency or that of force majeure which could not have been prevented even if all reasonable steps had been taken.
16.3.4. In the event that the Airline cancels the flight and the passenger continues their journey on another flight(s) or on another route, the following shall be offered to – and ensured for – the passenger free of charge:
1) meals and refreshments consistent with the time of waiting for a new flight;
2) a bed in a hotel if the passenger is forced to wait for the departure during one or more nights or if the time of the extra waiting for the departure is longer than initially expected;
3) ground transfer from the airport to the hotel and back to the airport if a hotel bed is provided;
4) two telephone calls or a teleprinter, telefax message, or an email message provided the airport has the technical means available.
16.3.5. The Airline shall pay special attention to the needs of passengers with reduced mobility or with disabilities, to persons accompanying such passengers, and to the needs of children including those travelling unaccompanied by adults.
16.4. Passenger Services if Flight Delayed
16.4.1. The Airline shall facilitate the passenger as per Subparagraphs 1 and 4 of Paragraph 16.3.4 hereof in the event that the flight is delayed by:
- two hours or more from the scheduled time of departure of a flight ranging up to 1,500 kilometers inclusive;
- three hours or more from the scheduled time of departure of a flight ranging over 1,500 kilometers and up to 3.500 kilometers inclusive;
- four hours or more from the scheduled time of departure for all other flights ranging over 3,500 kilometers.
16.4.2. If the operation of the delayed flight is postponed for the day after the day of its operation scheduled in the timetable and indicated on the ticket, the Airline shall provide the passengers with rooms (beds) in a hotel, meals, and arranges transfer from the airport to the hotel (provided by the Airline) and back to the airport.
16.4.3. If the flight delay exceeds five hours, the passengers shall be offered services as per Subparagraph 1 of Paragraph 16.2.2 hereof.
16.5. Passenger Compensation if Service Class Changed
16.5.1. The Airline shall not require any additional payment whatsoever from the passenger if it places the passenger in a class higher than the one indicated on the ticket.
16.5.2. If the Airline places the passenger in a class lower than the one indicated on the ticket, the Airline shall reimburse as follows within seven days:
- 30 per cent of the fare – for flights ranging up to 1,500 kilometers inclusive;
- 50 per sent of the fare – for flights ranging from 1,500 to 3,500 kilometers inclusive;
- 75 per cent of the fare – for other flights ranging over 3,500 kilometers.
16.5.3. A compensation for placing the passenger in a class lower than the one indicated on their ticket shall be calculated based on the segment in which the downgrade was made, by means of pro rata distribution.
17.1. The Compensation for a delay in the transportation of baggage shall be assessed based on the need to supply the passenger with necessities. In any case such compensation shall be limited to 50 US dollars (or equivalent amount in other currency).
17.2. The Airline shall provide the passenger with the compensation in the event that the baggage fails to arrive at the point of destination together with the passenger, provided that the point of destination is not the state of the passenger’s permanent residence.
18.1. The Airline during check-in shall provide the passengers with legible and clearly visible information containing the following: “If transportation is refused or your flight is canceled or delayed for no less than two hours, ask at the check-in desk or boarding gate for a written notification detailing your rights specifically regarding compensation and assistance.”
18.2. If the Airline refuses transportation or cancels the flight, in such case each passenger concerned shall be handed in a written notification detailing the rules for passenger compensation and assistance.
The Airline shall also supply identical notification to the passenger whose flight has been delayed for at least two hours.
Contact information for inquiries concerning violation of passenger rights to a compensation or assistance shall be provided in writing.
18.3. Informing the passenger of any changes in the timetable of air transportation (a delay, a switch in the time of the flight operation, or the cancellation of the flight) or other essential information relevant to the air travel and passenger service, shall be provided at the passenger’s telephone number or via their electronic mail or via other means of communication indicated by the passenger at the time of ticket purchase.
19.1. General Procedure of Ticket Refund
19.1.1. Refund of an unused ticket (or of a part thereof) shall be made exclusively upon the written request of the persons specified in Paragraph 19.1.6 hereof at the place where the ticket was purchased – at the ticket desk of the air transportation sales agency, at the ticket desk of the Airline, or at the ticket desk of an Airline’s representation office, or at the Airline head office (at the Airline’s air ticket sales office), and in the currency in which the ticket was purchased, subject to the provisions of Paragraph 19.1.2 hereof.
19.1.2. Refund of costs by the Airline in Ukraine shall be made in the national currency of Ukraine.
Refund of costs at the ticket desks of the Airline’s representation offices abroad shall be made in accordance with the existing laws of the state of the representation office.
19.1.3. In the event that the payment for the ticket was made by electronic means of money transfer (payment card), the costs shall be refunded to the payment card from which the payment for the ticket was made.
19.1.4. The amount of the costs that are refunded for an unused ticket (or for a part thereof) shall depend on the rules of the fare applied and on the Airline’s fare regulations, as well as on the type of refusal from transportation (voluntary or compulsory).
The service fee for ticket processing that is charged by the Airline or by its sales agency shall not be subject to refund.
19.1.5. Refund of costs shall be made on the basis of on an unused (partially unused) document of transportation, miscellaneous charges order (MCO), electronic miscellaneous document (EMD), excess baggage receipts.
19.1.6. Refund of costs shall be made:
to the person indicated on the ticket – in the event that the transportation was paid for in cash or via a bank transfer;
to the account of a company, organization etc. – in the event of a payment other than cash;
to the account of the holder of the payment card the transportation was paid with (should the bank be out of business, transfer of costs may be made to an account with another bank).
19.1.7. Refund of costs shall be made subject to provision of identification documents along with the documents proving the right to receive the funds described in Paragraph 19.1.5 hereof.
In the event of passenger’s death, refund shall be made subject to inheritance procedure as per the existing laws.
19.1.8. Refund shall be made on the day of termination of the contract of air carriage (when tickets are produced at the cash desk they were purchased from, or when the Airline receives the passenger’s request to refund the costs for an unused transportation which was purchased in the form of an electronic ticket).
If it is impossible to make the refund on the day of termination of the contract of air carriage, the refund shall be made no later than within seven business days.
The refund period shall be calculated from the day following the day of the Airline’s receipt of the documents necessary to have the refund transaction processed.
In the event that the refund is made via an air transportation sales agency, the Airline shall transfer the funds to the agency upon the agency’s inquiry and – as soon as transfer is completed – shall be deemed to have fulfilled its refund obligations.
19.2. Compulsory Ticket Refund
19.2.1. Compulsory refund of Airline ticket costs, or rebooking (reprocessing) a ticket without applying penalties, shall be made in the events as follows:
- cancellation, postponement, delay of an Airline flight the passenger had a seat booked and a ticket issued for;
- issuance of incorrectly processed transportation documents by the Airline;
- change in the service class or in the type of an Airline aircraft;
- impossibility to provide the passenger with a seat as per their booking;
- Airline’s failure to ensure connection with the flight the passenger has a confirmed reservation for and which is indicated on the same ticket as the previous flight;
- refusal of transportation due to passenger’s failure to pay the fare, state charges, taxes or fees, should those be changed or should the rules of their application be changed compared to those that were in effect as on the day of the passenger’s departure from the initial airport indicated on the ticker;
- Airline’s taking advantage of its right to refuse transportation for reasons set out in the second and third subparagraphs of Paragraph 11.1 and Paragraph 11.5 hereof;
- illness or death of the passenger or members of their family travelling together with the passenger, subject to availability of a duly issued certificate by a health care facility;
- in other events where the passenger refuses transportation or where the Airline refuses transportation to the passenger, occurring through Airline’s fault.
19.2.2. In the event of a compulsory ticket refund, the amount refunded to the passenger must be equal:
provided no portion of the ticket has been utilized – to the amount which is equal to the full value of the ticket at the price at which it was purchased;
if any portion of the ticket has been used – to the amount that is equal to the fare of the unused part of a one-way transportation and to the unused state charges, taxes, airport fees, and Airline fees (charges), from the place where the refusal of transportation to the place of destination occurred.
The sums provided for by this Paragraph shall not account for the sums of the refunds provided for by Article XVI hereof.
19.3. Voluntary Ticket Refund
19.3.1. In the event of a voluntary ticket refund, i.e. if the passenger wishes to receive back the amount of funds paid for the ticket, and the refund is permissible under the Fare Rules, then the sum in question shall be calculated as per the Airline fare regulations. Furthermore, the passenger receives back the sum of all the unused state charges, taxes, airport fees (rates), and Airline fees, except for the service fee and other charges for the service that have de facto been provided to the passenger.
19.4. Right to Refuse Refund
19.4.1. The Airline may refuse a refund (except for all the unused state charges, taxes, airport fees (rates), and carrier fees, with the exception of the service fee and other fees for the services that have de facto been provided to the passenger) if:
- the refund request was filed by the passenger after the ticket expiration date defined in Paragraph 4.4 hereof, as well as in other events stipulated herein;
- the ticket was purchased at a special fare and the rules of its use do not provide for the refund of its price (in the event that the ticket is being purchased at a special fare, the passenger must be informed by the Airline, the marketing carrier, or the sales agent at the course of the reservation), with a relevant mark made on the ticket or on another informative document.
- In the event that the air transportation is sold by a sales agent, the sales agent shall be responsible for informing the passenger about the ticket’s being purchased at a special fare and about the rules for how it should be used, including as to whether such rules provide for a refund of the ticket price.
19.5. Refund of Lost Ticket (Duplicate Ticket)
19.5.1. If a ticket is lost, the refund shall be made by:
- the airline that owns the ticket blank (“marketing carrier”) if the ticket was issued under an interline agreement;
- the airline (“operating carrier”) if the ticket was issued on the blank of the airline operating the flight.
Refund of the ticket price may be issued if the lost ticket (or a part thereof) has not been utilized or replaced with another ticket and if no refund of costs has been issued under the ticket in question.
19.5.2. Out of the sum being refunded the Airline may charge a penalty, fees, which are prescribed by it for such cases.
19.5.3. Costs under a duplicate ticket or under a lost ticket shall be refunded based on a complaint procedure and/or legal action.
19.5.4. Similar rules shall be established for a refund due to loss of a miscellaneous charges order (MCO) or an excess baggage ricket (EBT).
19.5.5. Refusal to refund the passenger for a lost ticket shall be without prejudice to the passenger’s right to file a complaint with the carrier or to file a lawsuit with the court.
20.1. Passenger’s conduct aboard an aircraft must be such as – under the Airline rules – to not present a hazard to other passengers or the crew, to not jeopardize the property of passengers or that of the Airline, or the aircraft.
The passenger must not disturb members of the crew while they are on duty and must comply with instructions of the aircraft commander or those of the crew with a view to the safety of the flight, that of the aircraft, and a safe and comfortable flight for the passengers.
The passenger shall be required to abandon their behavior that may cause or is causing other passengers’ discontent.
20.2. With a view to ensuring flight safety, the Airline may ban or limit the use aboard the aircraft of electronic appliances, mobile telephones, portable computers, portable recorders, portable radio receivers, CD players, transmission devices, including toys with radio control, hand-held radio transceivers (except for hearing aids and electric cardiac pacemakers).
20.3. Aboard the aircraft, the passenger must not be in a state of alcoholic or narcotic intoxication or under the influence of any other substance which may result in the passenger’s unsafe behavior or in their actions presenting hazard to other passengers or to members of the crew, aircraft equipment, or to passengers property.
Consumption of any alcoholic beverages aboard the aircraft shall be allowed only in the quantity offered by the Airline.
20.4. Irrespective of the flight range, it is prohibited to smoke aboard the aircraft both regular and electronic cigarettes etc.
20.5. If the passenger fails to abide by the provisions of Paragraphs 20.1-20.4 hereof, the Airline shall be entitled to take actions which the situation will require and which the Airline will consider necessary to prevent such behavior.
Said actions may include limiting passenger’s movement around the aircraft, disembarkation of the passenger, denial of boarding the aircraft in any point along the air transportation route, and handing the passenger over to the local law enforcement or government agencies for appropriate corrective actions to be taken.
20.6. Should the passenger fail to abide by the provisions of this Article or is acting otherwise in violation of the rules prescribed by the Airline, the Airline may refuse the passenger further transportation and to take vis-à-vis the passenger an administrative or civil law action etc.
20.7. If, following the passenger’s prohibited behavior, the Airline was forced to take specific action which resulted in additional costs, the passenger shall reimburse such costs to the Airline as per the existing laws.
21.1. These Rules shall apply to air transportation operated under commercial agreements made between the Airline and other carriers (known as codeshare agreements, interline agreements), even if the ticket specifies a carrier other than the one de facto operating the flight.
If any such commercial agreement exists, the Airline (sales agent) then must in the course of reservation supply the passenger with the information about which carrier is the contractual carrier and which carrier is de facto operating the air transportation.
At the time of the passenger’s check-in for the flight, the information shall be supplied by the operating carrier or by its handling agent at the airport of departure.
21.2. If the passenger has signed a contract of air carriage involving additional paid services, then the liability towards the passenger for the failure to provide said services shall be rested on the carrier that failed to provide the paid services.
If the Airline failed to deliver the services the passenger has paid for, its liability shall be limited to the amount that the passenger has paid for the undelivered services.
21.3. The Airline shall not be responsible for baggage transportation (hand-carrying) services delivered by third parties the Airline has no commercial agreements signed with.
If the Airline self-provides for and self-performs passenger baggage transportation (hand-carrying) operations, then these Rules shall apply to such services as well.
Baggage transportation (hand-carrying) services provided by the Airline in addition shall be payable by the passenger.
22.1. Transportation operated by several consecutive carriers shall be deemed single transportation if from the start of the transportation these carriers were viewing such operation as single transportation governed by the commercial agreements made by and between them, and if the transportation in question was processed by means of a conjunction ticket (with consecutive numbers of the tickets processed as a single reservation).
22.2. In the event that single transportation is operated by the Airline and by other carriers, each carrier accepting passengers and baggage to be transported shall be subjected to these Rules and viewed as one of the parties to the contract of air carriage, since the said contract refers to part of the transportation which is being operated under the control of a particular carrier.
22.3. The carrier, if it issued a ticket or if it is the first carrier indicated on a ticket or on a conjunction ticket, shall not be responsible for shortcomings in the transportation occurring in the segment(s) of another carrier(s)’ transportation, including with regard to a delay in, or refusal of, the transportation of the passenger or their baggage.
22.4. In the event of destruction, loss, damage, delay (refusal) of the transportation of the passenger’s baggage, the passenger may file a complaint with the first carrier or with the last carrier, or with the carrier that was operating the transportation during which the destruction, loss, damage, delay (refusal) of the transportation of the passenger’s baggage occurred.
22.5. Should it be impossible to determine the carrier that was performing the transportation during which a destruction, loss, damage, delay (refusal) of the transportation of the passenger’s baggage occurred, the Airline shall be responsible toward the passenger jointly with other carriers participating in the transportation or individually to the extent of its guilt which has been proved.
23.1. The period of transportation by air shall not include any transportation by ground, sea (river) modes of transport which were performed outside the airport area.
Notwithstanding the above, if the said transportation is performed to comply with a contract of carriage with the purpose of embarkation, disembarkation, loading, releasing, transshipment, then any damage, until proved otherwise, shall be deemed to be a consequence of an event which occurred in the course of transportation by air.
If without passenger’s consent the Airline completely or partially modifies the transportation, which as per the parties’ agreement must be performed by air transport, to the transportation by any other mode of transport, the transportation by another mode of transport is deemed to be transportation performed in the course of the transportation by air.
23.2. In the event of multimodal transportation performed partially by air and partially by any other mode of transport, the provisions hereof with reference to Paragraph 23.1 shall apply solely to air transportation.
23.3. Any provision hereof shall not preclude the parties – in case of multimodal transportation – to include provisions in the ticket that apply to transportation by other modes of transport under the condition that the provisions hereof apply to transportation by air.
23.4. The Airline’s liability for destruction, loss, damage, delay (refusal) of baggage transportation – occurring in the course of transportation by other modes of transport – shall be limited to the amount paid by the passenger for the transportation in question.
24.1. Provisions of this Article shall apply when a party (hereinafter, the marketing carrier), being the principal party to this contract, enters into a contract of carriage with the passenger or with a person acting on behalf of the passenger, and the other party (hereinafter, the operating carrier), being the authorized carrier under the contract, performs the entire transportation or a part thereof, yet not being a successive carrier relevant to said part within the meaning of Article XXII hereof.
24.2. In the event where transportation described in Paragraph 24.1 hereof is performed, the marketing carrier shall be subject to their rules relevant to the entire transportation, and the operating carrier shall be subject to the rules of the marketing carrier only relevant to the transportation it performs.
24.3. The scope of liability of the operating carrier and that of the marketing carrier shall be limited by the provisions set out in these Rules.
25.1. The procedure for the operation of charter transportation, processing and issuance of passenger tickets with the provisions of a charter contract, processing refunds hereunder, shall be set out in the aircraft charter contract between the Airline and the customer.
Under a charter (renting of an aircraft) contract, the Airline shall provide the customer for a fee with the entire capacity (room) or a part thereof in an aircraft for passengers or baggage to be carried as indicated by the customer, on a flight being operated on the route, schedule, with the application of the fares, and on the conditions as specified in a relevant contract between the Airline and the customer.
25.2. Charter flight tickets shall become valid as soon as the Airline has received the payment of the full price of the charter transportation from the customer.
The payment procedure of a charter flight operation and reimbursement of costs and confirming reservations shall be made in accordance with the provisions of the charter contract.
25.3. Charter flight tickets shall be valid only for the transportation on the dates and flights as indicated on the tickets.
Tickets for charter flights shall be booked and sold in accordance with the provisions of the charter contract.
25.4. Charter flight tickets shall allow for a limitation in their use and include the rights of the passenger to modify or cancel the reservation, which is to be indicated in the provisions of the charter contract.
Tickets for charter flights (roundtrip transportation) may be part of a tourist product under which all services are paid for by the tourist directly to the travel agency or the tour operator.
25.5. Charter flight tickets under which air transportation has been paid for along with all the travel services included in the package (visa support, hotel and travel services, meals and sightseeing tours, ground and air transportation, information support, and assistance with changing the services etc.) may provide for additional conditions and limitations in reimbursement of funds paid for said services, which conditions and limitations are prescribed by the contract for package travel services as defined by the tour operator.
25.6. Charter transportation shall not be subject to the provisions set out in the following paragraphs and articles hereof:
- Paragraphs 4.4, 4.5 Article ІV;
- Article V;
- Article VI, with the exception of Paragraph 6.1.6;
- Paragraphs 7.1, 7.4 Article VII;
- Article XІX.
26.1. Travel Documents
26.1.1. The passenger shall be responsible for obtaining each and all the documents necessary to the trip: visas, permits, certificates etc., as well as for complying with each and all the laws applicable relevant to exit, entry, or transit of the state of departure and arrival.
The Airline shall not be liable for the consequences of the passenger’s failure to comply with the requirements of the laws of the states of departure, arrival, and transit, or for the passenger’s not having the necessary travel documents available.
26.1.2. Upon Airline’s demand, the passenger must produce to Airline authorized persons, representatives of relevant government agencies each and all the documents to exit, entry, transit etc., health documents, or other documents mandated by the applicable laws. The Airline shall be entitled to make and retain copies of the passenger’s travel documents or to otherwise retain the data contained in the relevant documents.
The Airline shall be entitled to refuse transportation to the passenger who has failed to comply with applicable laws or whose documents have not been duly issued.
26.2. Refusal of Entry
26.2.1. The Airline shall not be liable for the passenger’s being refused entry into the state of destination or transit.
26.2.2. The passenger must – if and when mandated by the Airline or by government agencies – pay up the full price of their transportation in the reverse direction should the passenger be required to return to the place of departure or to another place following the refusal of the state of itinerary to admit the passenger irrespective of whether such state is the place of destination or a transit state.
To pay for said transportation, the Airline may use the funds from any other amounts that have been paid by the passenger to the Airline and that remained at the Airline’s disposal for unused transportation, or from any other passenger’s funds remaining at the Airline’s disposal.
26.2.3. The Airline shall have the right to not reimburse the funds paid by the passenger for the completed transportation to the place where the passenger was refused entry, or to the place of deportation.
26.3. Passenger Liability
26.3.1. Should the Airline be required to pay or deposit an sum whatsoever, to pay a penalty, or to secure a financial guarantee resulting from the passenger’s failure to comply with the provisions of applicable laws or from the passenger’s failure to produce the documents necessary to the trip, or from the passenger’s having produced counterfeit documents or documents containing false information, the passenger then must – upon Airline’s demand – reimburse the Airline the sum paid or deposited as well as other associated costs borne by the Airline.
26.3.2. To cover the costs described in Paragraph 26.3.1. hereof, the Airline shall be entitled to utilize any other amounts that were paid to the Airline earlier and that remained in its disposal for unused transportation, or to utilize any passenger’s funds being at the Airline’s disposal, or it shall be entitled to refuse transportation should the passenger fail to reimburse said costs to the Airline.
26.3.3. The passenger shall be financially liable for damage inflicted onto Airline property, as well as for the Airline’s costs associated with processing a passenger’s unjustified claim including the costs of legal assistance. Passenger’s liability shall be determined based on the provisions of Article 49 of the Law of Ukraine on International Private Law, specifically by the right of the state where the conduct (acts) or other circumstances occurred, which became the grounds for the claim to reimburse the damage. If the passenger has their place of residence or stay in Ukraine, their liability shall be determined by the laws of Ukraine.
26.4. Customs Control, Security Control, Passport Control, and Other Types of Control
26.4.1. During international air transportation, passengers, their checked and cabin baggage shall be mandated to pass security and passport controls, and – if required by customs or other authorized agencies – other types of control.
The Airline shall perform verification of whether the passenger has documents available that are necessary to enter the state of itinerary, transit.
26.4.2. During domestic air transportation, passengers, their checked and cabin baggage shall be mandated to pass security and passport controls, and – if required by other authorized bodies – other types of control.
26.4.3. The Airline shall not be liable to the passenger for any losses or damages incurred by the passenger in relation to the passenger’s failure to comply with the provisions set out in Paragraphs 26.4.1 and 26.4.2 hereof.
27.1. General Provisions for Airline Liability
27.1.1. The liability of the Airline for damage caused to the passenger, baggage, cabin baggage, or for a delay in the transportation, shall be limited to the provisions of the existing international laws and national laws of Ukraine.
Said liability may not exceed the amount of the actual damage caused to the passenger, which in any case shall be limited to the actual losses proved by the passenger.
27.1.2. The Airline shall not be liable as per Paragraph 27.1.1 hereof should it prove that the Airline itself, its employees, or its authorized handling agents have taken all reasonable steps to avoid the damage, or should it prove that it or they were not able to take such steps.
27.1.3. For improper transportation of the passenger and baggage, the Airline shall reimburse only the actual losses proved by the passenger; however, only to the extent of the damage liability set forth herein.
27.1.4. Should the Airline prove that the negligence, misconduct, or inaction of the person claiming damages, or that of the person the claimant’s rights are coming from, have caused the damage or the occurrence thereof, the Airline shall be fully or partially relieved from liability towards the person claiming damages to the extent to which such negligence, misconduct, or inaction have caused the damage or the occurrence thereof.
27.1.5. Should the reimbursement for the damage that caused the death of, or a bodily injury to, the passenger be claimed by a person other than the passenger, the Airline shall be fully or partially relieved from liability to the extent to which it will have proved that the negligence, other misconduct, or inaction of the passenger in question have caused the damage or the occurrence thereof.
27.2. Passenger’s Death or Bodily Injury
27.2.1. The Airline shall be liable for the damage inflicted by the death of, or a bodily injury to, the passenger exclusively in case where the event that caused the passenger’s death or bodily injury occurred aboard the aircraft or during the passenger’s boarding the aircraft or disembarkation from it.
27.2.2. The Airline may not exclude or limit its liability for the damage that caused the passenger’s death or bodily injury under the conditions set out in Paragraph 27.2.1 hereof, the compensation for which damage does not exceed 128,821 SDR per each passenger.
27.2.3. The Airline shall not be liable for the damage that caused the passenger’s death or bodily injury and the amount of which damage is in excess of the amounts set out in Paragraph 27.2.2 hereof under the conditions set out in Paragraph 27.2.1 hereof, should the Airline prove that:
said damage was not caused due negligence or another misconduct or inaction of the Airline or that of its employees or handling agents; or
said damage was caused exclusively due to negligence or another misconduct or inaction of a third party.
27.2.4. The Airline, in case of the death of, or grave bodily injury to, the passenger must immediately – however, in any event no later than within fifteen days following the identification of the person having the right to receive a compensation – arrange for the processing of an advance payment which may be necessary to accommodate immediate financial needs. In the event of the passenger’s death, the advance payment may not be less than 16,000 SDR.
To identify the degree of severity of a bodily injury or the degree of a disability, relevant expert commissions (experts) may be engaged both at the place of registration (actual residence) of the physical person and at the place of jurisdiction.
27.3. Passenger or Baggage Delay. Damaged Baggage
27.3.1. The Airline shall be liable for damage caused as a result of a delay in the air transportation of passengers or baggage unless it proves that the Airline itself, its employees or sales and/or handling agents took all reasonable steps to avoid the damage or that it (they) was (were) not able to take such steps, or that the delay in the transportation occurred as a result of an emergency.
27.3.2. In the event of a damage caused as a result of a delay during passenger transportation, Airline’s liability shall be limited to the amount of 5,346 SDR relative to each passenger.
27.3.3. The Airline shall be liable for the damage caused in the event of a destruction, loss of, damage to a checked baggage exclusively in case where the act that resulted in the destruction, loss, damage took place aboard the aircraft or during the time when the Airline was responsible for safekeeping of the checked baggage. The Airline shall not be liable for the destruction, loss of, damage to the baggage specified in Paragraph 12.5.3 hereof, or as a result of a defect, qualities, fault, improper packaging of the baggage.
The Airline shall not be responsible for the following kinds of damaged baggage:
broken wheels or legs of suitcases, bags, etc.;
lost straps or loops;
minor scuff marks or scratches, damages as a result of the suitcase being overpacked;
damages to the handle of a suitcase or bag;
damages to perishable foods;
damages to inadequately packaged items.
27.3.4. The Airline shall be liable for the damage caused through its fault or through the fault of its employees or handling agents to an unchecked baggage, including to the passenger’s personal belongings. The Airline’s liability in such case shall be limited to the amount of up to USD 400 for the passenger’s unchecked baggage (cabin baggage).
27.3.5. The Airline’s liability in the event of a destruction, loss of, damage to, or a delay in the transportation of checked baggage shall be limited to the amount of 1,288 SDR with respect to each passenger the baggage has been checked in for.
27.3.6. Should the passenger prove the actual losses sustained, which occurred in connection with a damage to their baggage (suitcase, bag and so forth), by supplying the Airline with appropriate proof from a repair shop (a fiscal receipt certifying the repair was paid for etc.) or with a proof of the price of the damaged baggage which is beyond repair (a sales/fiscal receipt), a compensation shall be provided:
- in the proved amount of the repair costs, in case of a repair, where the cost of the repair has been pre-agreed by the Airline;
- in the confirmed amount subject to depreciation, in case of a duly proved actual cash value of the damaged items.
- Depreciation of baggage (items) shall be calculated as follows:
- for the first year since the item was purchased its value shall be decreased by 30 per cent of the actual cash value at the time of the purchase;
- for the second year since the item was purchased its value shall decrease by 50 per cent of the amount of the actual cash value at the time of the purchase;
- for the third year since the item was purchased its value shall decrease by 70 per cent of the amount of the actual cash value at the time of the purchase;
- for the fourth year and subsequent years since the item was purchased, the baggage value shall be decreased by 80 per cent of the amount of the actual cash value at the time of the purchase.
27.3.7. In the event where the passenger had made a special statement at the time when they were handing their checked baggage over to the Airline about their interest to have the baggage delivered and had paid an additional fee, if required, then the Airline shall pay the sum that does not exceed the sum claimed, unless the Airline proves that the sum in question exceeds the sender’s true interest in the delivery.
The procedure of accepting such baggage for transportation shall be set out in Paragraph 12.3 hereof.
28.1. Liability Claims
Any claim regarding Airline’s liability for the damage inflicted during transportation may be filed under the conditions and limits of liability set forth in the Montreal Convention, in Ukraine’s other existing international agreements, and in the laws of Ukraine which do not contradict the international rules and regulations, without prejudice to determining the scope of persons having the right to sue, or their respective rights.
28.2. Total Reimbursement
Total reimbursement for the damage may not exceed the limits of liability set forth herein.
The marketing carrier, the operating carrier, sales and/or handling agents, which were acting within the scope of their duties, shall be liable for the damage caused by them in the amount which does not exceed the limit of liability set forth herein, which applies to it.
28.3. Employees, Agents. Reimbursement Limit
If a claim is filed against an Airline’s employee or (sales/handling) agent in connection with a damage covered by these Rules, such Airline employee or (sales/handling) agent – if they prove that they were acting within the scope of their official duties – shall be entitled to refer to the terms and limits of liability to which the Airline itself has the right to refer to.
28.4. Filing Complaints
28.4.1. The receipt of a checked baggage by the person having the right to receive it, without making any claims whatsoever, shall entail – unless proved otherwise – that the baggage was delivered in an adequate condition and in accordance with the document of transportation or with the record stored by other means of information storage.
The passenger must prove otherwise by submitting a property irregularity report (PIR) or a damaged beyond repair (DIR) report. The reports shall be filled out by the Airline’s authorized person on the day the flight arrives at the place of destination prior to passenger’s leaving the baggage reclaim department at the airport control area.
A completed PIR or DBR report shall not be a recognition of Airline’s guilt or liability or a scope thereof for improper transportation of the baggage.
Reports filed upon passenger’s request after they leave the airport control area shall not bear any civil-law consequences.
A passenger’s filing of a PIR or DBR report shall not be a passenger’s claim against the Airline.
28.4.2. In the event of the improper transportation of a checked baggage, the passenger must send a written complaint to the Airline immediately after a damage (loss of part of the baggage content) is revealed and no later than within 7 calendar days from the checked baggage receipt date.
In case of a baggage delay, the complaint must be filed by the passenger no later than within 21 calendar days from the date when the baggage was handed over into passenger’s disposal.
Baggage loss complaints shall be filed against the Airline once the baggage is deemed lost.
Baggage shall be deemed lost if it was not identified following a search within 21 calendar days (unless the search period is prolonged) from the date following the day on which the baggage should have arrived at the place of destination. In such case, a complaint against the Airline may be filed during two years (for international transportation) and three years (for transportation within Ukraine) from the date of the aircraft arrival at the place of destination, or from the date when the aircraft should have arrived at the place of destination, or from the date when the transportation discontinued.
28.4.3. Any complaint whatsoever against the Airline regarding improper transportation of the passenger or baggage must be made in writing and handed in or mailed as per existing laws.
Each and all the necessary documents must be enclosed with the complaint, which prove the passenger’s right to seek reimbursement depending on what the complaint is filed regarding, including:
the ticket (itinerary receipt), original fiscal receipts for services, excess baggage receipt, baggage identification tag, property irregularity report, statements of delay, or other documents which may expedite the complaint review.
The amount claimed must be proved by the passenger or another party involved.
A change of one creditor for another – should the passenger have a claim against the UIA – shall be made only subject to the UIA’s consent.
28.4.4. Upon Airline’s request, the person representing the passenger on matters of compensation must provide original document(s) certifying their powers, inclusive of a copy of the passenger identification document.
28.4.5. Should no complaints (claims) be received within the time limits set forth herein, subject to international or domestic air transportation, no complaints (claims) against the Airline shall be accepted, except in case of fraud on part of the latter.
28.5. Review of Complaints
28.5.1. Complaints shall be reviewed subject to the Airline-established procedure.
Having received a complaint, the Airline – depending on the its complexity and completeness of the documents enclosed with it, the unavailability of which documents renders impossible the review of the complaint on the matters of the demands being put forward – shall deliver a notice of request to the complainant within 15 days of the complaint registration date, in which it shall inform the complainant about the receipt of the complaint, about the need – if necessitated – to produce additional documents, and about the complaint review deadline once the documents necessary to the complaint review are received.
28.5.2. The Airline must review the complaint and inform the complainant about whether it was granted of rejected within three months of its receipt date if the transportation in connection with which the complaint was made was fully operated by the Airline.
Should other carriers have participated in the transportation in question, the complaint review period may be extended to six months considering the other carriers’ complaint settlement rules.
28.6.1. A lawsuit on the Airline’s liability for improper transportation of the passenger or baggage must be filed at the claimant’s discretion with the court at the place of the Airline’s registration or that of the Airline’s representation office where the contract of air carriage was made, within the time limits as per the existing laws, from the date of arrival at the place of destination, or from the date when the aircraft should have arrived at the place of destination, or from the date when the transportation discontinued.
The procedure shall be defined by the law applied by the court the lawsuit was filed with.
28.6.2. When filing lawsuits against the Airline in the territory of Ukraine, the jurisdiction of the lawsuit shall be determined by the Airline’s place of registration.
28.6.3. In the event that the person liable ceases to exist, the lawsuit to have the damages reimbursed shall be filed as per the provisions of this Article against successor persons that are lawfully representing such person or are managing its property.
28.6.4. Any liability lawsuit relevant to the transportation performed by the operating carrier may be at the complainant’s discretion filed against said carrier or against the marketing carrier or against both carriers together or separately.
If the lawsuit is filed only against one of those carriers, the complainant shall be entitled to involve in the court case also the other carrier as a co-defendant or in the capacity of a third party, in the court the lawsuit was filed with, whereby the procedure of such involvement and consequences thereof shall be defined by the law of the court in question.
28.6.5. Nothing in this Article in any way shall decide the matter as to whether the Airline has the right of recourse against any other person.
28.7. Airline Details and Place of Business
28.7.1. The Airline – Private Stock Company Ukraine International Airlines registered and having its place of business in the Shevchenkivskyi District of Kyiv city at the address: Ukraine, 01030 Kyiv, 4 Lysenka Street.
Mailing address: Ukraine, 02121 Kyiv, Kharkivske Shose, building 201-203.
29.1. The Airline shall be entitled to introduce changes and amendments to these Rules, which are subject to prior agreement by Ukraine’s authorized civil aviation authority.
29.2. Partners of the Private Stock Company Ukraine International Airlines – national and international carriers – following the signing of partnership agreements (codeshare and interline agreements) shall be mandated to abide by the national rules of air transportation in the territory of the states where they carry on their business.
29.3. A handling agent (sales agent), a representative, or an employee of the Airline shall be entitled to introduce changes in, or to waive, any provision of these Rules, or that of the rules of the relevant partner carrier or that of the contract of air carriage.
30.1. Processing of passengers’ personal data shall be made in accordance with the provisions of the Law of Ukraine on Protection of Personal Data. Processing the personal data of the passengers that at the time of provision of their data are staying in the territory of the EU shall be governed, in particular, by the General Data Protection Regulation (EU) 2016/679 (hereinafter, the Data Protection Regulation). Furthermore, the laws of the states we operate flight to may impose additional requirements.
The Airline shall process passengers’ personal data based on legal grounds including when at least one of the following conditions exists:
- the passenger consented to have their data processed, should such consent be required (including, without limitation, at the time of purchasing a ticket or Airline’s other services, at the time of approaching the Airline via its contact center/website/ticket desk, etc.);
- processing is necessary with a view of concluding or fulfilling a contract of air carriage or providing the passenger with other products or services ordered by them;
- processing is mandated by the laws of the states the Airline operates flights to/from;
- other grounds for personal data processing defined by the applicable laws.
Should a special category of personal data be processed (for instance, health data), at least one of the provisions listed in Article 9 of the Data Protection Regulation must be met (for instance, explicit consent to the processing of the personal data in question or to the necessity of the provision of specific services for health reasons).
30.3. When booking and/or being issued a ticket and/or ordering additional services, the person shall be informed about passenger data processing in the format that allows to conclude on the passenger’s understanding of the fact and acceptance of the terms of such processing.
For example, when booking and/or being issued a ticket and/or ordering additional services through the Airline’s website, the person checks a box as a confirmation that the person has read and understood the terms of the processing of the personal data provided by them as per the formulated purpose of such processing.
In addition, when sending out commercial (marketing) emails, the Airline receives from the passenger a separate explicit consent to the processing of their personal data, which may be revoked at any time by means indicated in the email by clicking “unsubscribe” or through the Airline’s website or by sending a special query to firstname.lastname@example.org.
30.4. The Airline needs the passenger’s personal data for the Airline to comply with the contract of air carriage, to provide other products or services to the passenger with a view of ensuring a comfortable flight including, without limitation:
- to make a reservation and issue an air ticket;
- to modify a reservation;
- to process an incomplete reservation or contact the passenger when reservation-related issues occur (for instance, to notify the passenger if their reservation was not completed);
- to inform the passenger about the itinerary or to provide another essential information about the reservation;
- to check the passenger in for a flight;
- to notify the passenger about changes in the transportation (for instance, in case of a flight delay of cancellation);
- to accept the passenger and their baggage for transportation;
- to provide the passenger with a whole spectrum of services;
- to be able to familiarize the passenger with all special offers relevant to air tickets or other services, including the Airline’s or its partners’ joint promos;
- to provide access to the capabilities of the Panorama Club / Panorama Club Corporate loyalty programs;
- to ensure provision of ground handling services for flights and passengers;
- to ensure the procedures of security control, customs control, and those of border crossing registration;
- to arrange for baggage tracing and advisory warning system;
- to provide consultative assistance relevant to entry/exit along the route of the transportation;
- to ensure information assistance during the flight;
- to process complaints and propositions;
- to improve Airline services, including by means of a customer satisfaction survey.
The Airline may also send the passenger push notifications, Skype, Viber, WhatsApp or other notifications by means of various OTT applications, text messages, other messaging kinds/means with a view to notifying a flight information or learning about passenger’s wishes or feedback relevant to the quality of service during the flight.
30.5. The Airline is asking its passengers to disclose only the personal data necessary to the provision of a relevant product/service, passenger’s receipt of a newsletter or reply to their request/complaint. By contrast, should the passenger disclose additional personal data to the Airline which are not requested by the Airline, said data will be equally processed subject to the level of security required.
The passenger shall disclose to the Airline, including via its sales agents, tour agents, their personal data as follows: surname, given name(s); date of birth; gender; passport data; contact numbers and other optional spare contacts, confirming their understanding of the fact of data processing such as storage, dissemination, access of the data by third parties listed on the Airline’s website, including service (handling, catering) companies, airport services, controlling agencies, security services, other carriers, online reservation service providers, flight management/control system providers or providers of other systems, which are employed by the Airline when serving passengers or baggage, subject to the procedure prescribed by the law, including transnational transfers to non-residents, with the purpose of reservation, issuing a ticket, performing transportation or a re-processing of the above, arranging for ground handling services for the flights and passenger, ensuring a security control procedure, ensuring customs and border control procedures, receiving additional services, arranging for a baggage tracing system or a document-of-transportation fraud alert/detection system, providing consultative assistance relevant to entry/exit along the route of the transportation, providing passenger travel information assistance, running marketing events for the Airline or its partners the Airline have contracted with accordingly, sending notifications to the means of communication indicated in the passenger’s contact information, providing other necessary information defined hereby and/or with a view to executing other relations that require the processing and/or dissemination of and/or accessing the passenger data to ensure the passenger’s timely notification and information relevant to the transportation.
Passenger’s consent to have their personal data processed for purpose of marketing shall entail their consent to receive notices from the Airline or its partners on any subject that is not in violation of the provisions of the applicable personal data protection law, nor is in contradiction of said provision, and to disclose to above third parties, including non-residents, relevant personal data without any additional notice of disclosure, including in cases where passenger’s personal data are disclosed to new third parties (contractors) following the Airline’s conclusion of new transactions with them, which transactions involve processing of personal data, as per the Law of Ukraine on Protection of Personal Data and pursuant to other applicable personal data protection laws.
30.6. If the passenger fails to provide a statement of personal data processing, the Airline shall be entitled to refuse the passenger the provision of the service that necessitates processing of the passenger data, as well as to refuse transportation to the passenger.
The administrative body that governs personal data protection in Ukraine is the Department for Personal Data Protection of the Secretariat of the Ukrainian Parliament Commissioner for Human Rights.
31.1. Provisions of this Article shall apply to Airline’s each and all handling agents, sales agents, employees, and partner carriers that sell air transportation of the Private Stock Company Ukraine International Airlines in the territory of Ukraine and abroad.
31.2. The Airline or its sales agent shall familiarize the passenger with these Rules, the terms and conditions of the contract of air carriage, and with the rules of the fare applied at ticket reservation and/or purchase by posting relevant information on the Airline’s website and/or directly at the place where the ticket is sold.
The Airline, its sales agent must post in a visible and consumer-accessible place in their sales offices the following information:
- its full name, place of business;
- copies of permitting documents (licenses, certificates, certifications) relevant to the operation of air transportation (selling air transportation);
- contact details of the State Aviation Administration (telephone number, email and mailing address);
- a customer comment book.
- The aviation rules of Ukraine are “The Rules of Air Carriages and Passenger and Baggage Services”
31.3. The Airline, its sales agent when selling tickets must make the passenger aware of the following information:
- these rules and those of its partner carrier which refer to transportation of passengers and baggage (the agent must make the passenger aware of the Rules of Passenger and Baggage Transportation of the carrier whose ticket is being applied) in the format of a printed hard-copy passenger booklet (if transportation is sold online over the Internet – in an electronic format through the website the booking is being made on);
- the price of the transportation on a respective route – verbally at the tickets point of sale at the time of reservation (if transportation is sold online over the Internet – in an electronic format through the website the reservation of transportation is being made on, or by having indicated pertinent information on the itinerary receipt);
- the price, terms, and limitations when being carried at a special fare – verbally at the time of reservation (if an electronic ticket is being applied – via the website the reservation is being made through);
- administrative formalities when travelling along a respective route – verbally at the time of reservation;
- the limits of the carrier liability when carrying the passenger and their baggage – on the ticket or itinerary receipt;
- passenger rights if transportation is refused, flight is cancelled or delayed;
- restricted items and goods – on the ticket or itinerary receipt;
- special arrangements and conditions of carrying passengers with reduced mobility or disabilities and about the need to order special services when making a reservation.
By paying for an Airline flight ticket, the passenger agrees without reservation to each and all terms and conditions of the contract of air carriage and to the provisions hereof.
The Airline, its partner carrier, sales agent, when running promotional campaigns, must provide the population with an exhaustive, easy-to-understand, and accurate information referring to the price of the transportation, which must include the amount of the fare, that of the Airline’s each and all fees, and that of the airport charges.
31.4. Proving the fact that the passenger has been informed about the rules and terms of transportation, the procedure of booking seats on the flights, fares, charges (fees), about the schedule and time limits the flights are operated within, shall be vested in the Airline, its sales agent, tour operator, or in the Airline’s other authorized organizations at the place where the contract of air carriage was concluded.