Rules of Air Transportation of Passengers
1. These rules of passengers and baggage air transportation and service (hereinafter - the Rules) of BEES AIRLINE Limited Liability Company (hereinafter - the Airline) comply with the Rules of air transportation and servicing of passengers and baggage approved by the State Aviation Administration of Ukraine (hereinafter – the Rules of the SAAU) dated 26.11.2018 No. 1239 "On approval of the Rules of passengers and baggage air transportation and service", registered in the Ministry of Justice of Ukraine on 08.02.2019 under No. 141/33112 (hereinafter - the Rules of the SAAU) as amended by the order of the SAAU as of 14.08.2020 No. 1126, registered in the Ministry of Justice of Ukraine on 19.10.2020 No. 1022/35305, developed taking into account the requirements of Regulation (EU) of the European Parliament and of the Council as of July 05, 2006 No. 1107/2006 on the rights of disabled persons and persons with reduced mobility when using airspace, the Convention on the Rights of Persons with Disabilities, Regulation (EU) of the European Parliament and of the Council as of February 11, 2004 No. 261/2004 on establishing common rules on compensation and assistance to passengers in the event of denied boarding, flight cancellations, or long delays of flights, Council Regulation (EU) as of October 09, 1997 No. 2027/97 on the liability of the air carrier in the event of an incident, as amended by Regulation (EU) of the European Parliament and of the Council as of May 13, 2002 No. 889/2002, Regulation (EU) No. 785/2004 of the European Parliament and of the Council of April 21, 2004 on insurance requirements for air carriers and aircraft operators, Convention for the Unification of Certain Rules for International Carriage by Air done at Montreal on May 28, 1999, and the General Conditions of Carriage (passenger and baggage) established by the International Air Transport Association, resolutions and recommended practices of the International Air Transport Association (IATA), standards and recommended practices of the International Civil Aviation Organization (ICAO).
2. Ensuring aviation security during air transportation of passengers and baggage is carried out in accordance with the legislation, in particular the Law of Ukraine "On the State Aviation Security Program of Civil Aviation" and the Aviation Security Program of BEES AIRLINE LLC.
3. These Rules are designed to establish the general conditions of transportation and service of passengers and baggage by the Airline flights, flight safety and quality of service. In case of conflicting provisions of these Rules, the Rules of the SAAU and the provisions of the Air Code of Ukraine prevail.
4. The terms used in these Rules have the following meanings:
- - computer reservation system / global distribution system (ARS/GDS) shall mean a system that displays information about the flight schedule, availability of seats and fares of air carriers and through which the air transportation services are booked;
- - air carrier (hereinafter referred to as the carrier) shall mean an economic entity that provides passenger transportation services by air: Ukrainian air carrier - on the basis of a license and an operator's certificate issued by the State Aviation Administration of Ukraine; foreign air carrier - on the basis of the relevant document of the competent authority of another country, which complies with the provisions of international agreements that are binding in Ukraine;
- - service agent - a ground handling entity authorized by the air carrier to carry out ground handling operations for passengers and baggage;
- - baggage identification tag shall mean a document issued by a carrier for identification of checked baggage;
- - excess baggage shall a part of baggage that exceeds the rate of free baggage transportation established by the carrier or requires mandatory payment regardless of the specified rate;
- - domestic transportation shall mean transportation of passengers and baggage between points that are located in the territory of Ukraine;
- - group transportation shall mean transportation of a group of people who have a common purpose of travel. Group transportation must be specified in the booking. The minimum number of people in a group is set by the air carrier;
- - day shall mean calendar day, including all days of the week, holidays and non-working days. To determine the validity of transportation documents, acts and other documents, as well as the expiration date of transportation, the time limitations for claims, the countdown starts from 00 hours 00 minutes of the day following the day when the event or action occurred. The rest of the time of this day is not taken into account. If the expiration of the term specified above falls on a holiday or day off, the day of expiration of the term is the first working day after it;
- - inspection shall mean a security control procedure using technical or other means used to detect weapons, explosives, objects or devices that may be used to commit an act of unlawful interference;
- - 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 more flights to transport passengers, baggage;
- - damaged ticket shall mean a ticket, the condition of which due to the fault of the passenger does not allow to read the information contained in it;
- - multimodal transportation shall mean transportation carried out using different types of transport on one transport document with the participation of air transport;
- - stopover shall mean a pre-agreed temporary stop between the air carrier and the passenger at any point, except for points of departure and destination;
- - interline agreement shall mean an agreement on mutual recognition of transportation documentation and the relevant settlements;
- - carrier code shall mean a conditional letter or alphanumeric designation of a carrier provided by the International Air Transport Association (IATA) in accordance with the established procedure, which is used to identify the air carrier in ARS/GDS;
- - commercial agreements shall mean any agreements between air carriers, other than agency agreements, concerning the provision by them of joint services related to the transportation of passengers and baggage by air;
- - Itinerary / Receipt shall mean a document (documents), which is an integral part of the electronic ticket and contains the necessary information (e.g., passenger name, route, flight, date and time of transportation, booking number, service class, fare, etc.), notifications and messages;
- - international transportation shall mean a transportation during which the point of departure and destination, regardless of whether there is a break in transportation or transhipment, are located either in two different countries or in one country, if the agreed stop is provided in another country;
- - place of departure shall mean the point specified in the ticket from which the transportation of the passenger and/or baggage begins;
- - destination shall mean the point specified in the ticket at which the transportation of the passenger and / or baggage ends;
- - Montreal Convention means the Convention for the Unification of Certain Rules for International Carriage by Air adopted on May 28, 1999 in Montreal;
- - extraordinary circumstances shall mean the circumstances that lead to a long delay or cancellation of one or more flights, even if the carrier has taken all reasonable steps to prevent delays or cancellations. Extraordinary circumstances include, in particular, but are not limited to hostilities, public riots, sabotage, embargoes, fires, floods or other natural disasters, explosions, actions or omissions of public authorities, strikes and technical obstacles caused by failures and malfunctions of power supply systems, means of communication, communications, equipment, and software. The technical malfunctions of the aircraft are not the extraordinary circumstances;
- - normal fare shall mean an exceptionally flexible fare established for servicing business, premium and economy service classes, sometimes for a premium service class, providing maximum flexibility regarding reserving a seat, issuing a ticket, stopping time, stopover, combining fares, re-booking and changing the date and route, refusal of transportation etc.;
- - principal and permanent place of residence shall mean one fixed and permanent place of residence of the passenger at the time of the incident. Citizenship of a passenger is not a determining factor for determining permanent place of residence;
- - main place of activity of the air carrier shall mean the location of the main office, where the main administrative, organizational and financial functions of the air carrier are performed;
- - final check-in time for passengers and baggage shall mean the time after which passengers who did not have time to check in or did not have time to board the aircraft are not accepted by the carrier for transportation by the relevant flight;
- - transit passenger shall mean a passenger who, in accordance with the air transportation agreement, is further transported by the same flight on which he arrived at the intermediate airport;
- - transfer passenger shall mean a passenger who, in accordance with the air transportation contract, is sent to the transfer point by one flight, and then transported by another flight of the same or another air carrier;
- - passenger coupon (passenger receipt) shall mean a part of the passenger paper ticket that remains with the passenger after the transportation and to which notices on the terms of passengers transportation are attached;
- - confirmed booking shall mean a booking made in the ARS/GDS and confirmed by the air carrier. Denoted in the ticket (e-ticket) marked "OK";
- - air transportation shall mean transportation of passengers and baggage carried out by an aircraft on the basis of an air transportation agreement. Transportation can be international or domestic;
- - flight coupon shall mean a part of a passenger ticket or in the case of an e-ticket an electronic coupon, which defines the relevant place of departure and destination, between which the flight coupon is valid for the transportation of passengers and luggage;
- - boarding pass shall mean a document (paper or mobile) that confirms the passenger's right to board the aircraft, provided on the basis of passenger check-in for the flight. Mobile Boarding Pass shall mean a boarding pass adapted to be displayed on the screen of an electronic device, which contains, in addition to personal data, flight information and a special bar code to be read by a scanner at the airport. An e-mail or SMS message is not a mobile boarding pass;
- - air carrier rules shall mean rules, instructions and technologies established by the air carrier used during air transportation of passengers and/or baggage, including rules of air transportation of passengers and baggage, fare application rules, standards and guidelines for passenger and baggage service, procedure for claims consideration;
- - claim shall mean a written request of the person of concern for restoration of rights, compensation for damage caused as a result of domestic or international air transportation, payment of compensation, etc.;
- - flight shall mean flight of an aircraft (scheduled or non-schedule), which is performed in one direction from the starting point of departure to the final destination of the route;
- - flight with excess booking shall mean a flight for which the number of passengers who have-a confirmed booking and arrived for check-in before the end of the check-in time for passengers and baggage exceeds the number of available seats on the flight;
- - reasonable measures shall mean adequate measures taken by the carrier in order to prevent or reduce harm (damage) caused to the passenger;
- - reasonable time shall mean a period of time, the reasonable limit of which during the air transportation of a passenger (baggage) is two hours or more for all flights with a range of 1500 kilometres or less; three hours or more for all flights over 1,500 to 3,500 kilometres; four hours or more for all other flights;
- - route segment shall mean a part of transportation between two points, which is an integral part of the full route and is issued on one flight coupon;
- - service animals shall mean animals (usually dogs or other animals) that are under the control of a passenger with a disability or reduced mobility and a person accompanying such a passenger, in order to provide a passenger with a disability or reduced mobility with physical and / or emotional support provided that the presence of animals on board the aircraft does not endanger flight safety, is not a threat to other passengers and complies with sanitary and hygienic standards;
- - special drawing right (hereinafter - SDR) shall mean the settlement currency used by the International Monetary Fund (hereinafter - the IMF);
- - special fare is a fare published by an air carrier that has certain restrictions in terms of its application;
- special conditions shall mean conditions of transportation of passengers and baggage, whic- arise due to non-compliance with the provisions of these Aviation Rules with the rules of another country, or if the rules of another country set a lower level of conditions than these Aviation Rules, or if another country requires compliance with its rules and at the same time the fulfilment of terms of the contract of air transportation is endangered;
- - an entity that provides agency services for the sale of air transportation (hereinafter - the sales agent) shall mean a legal entity that carries out the sale of air transportation on behalf of the air carrier or general agent on the basis of the contract;
- - fare regulations shall mean fares and the application rules that are established and published by a carrier;
- - agreed stopping places are the points (except the places of departure and destination) that are specified in the ticket or are indicated in the carrier’s schedule as planned stopping points on the transportation route;
- - Business Purpose Charter flight shall mean a charter flight for which the entire aircraft capacity is reserved by one individual or legal entity solely for its own needs (without the right to sell the capacity to a third party) for the purpose of transporting passengers and/or cargo and is not shared between other charterers. At the same time, the number of the transported passengers cannot exceed 15 people, and the weight of cargo is 2 tons;
- - family members shall mean married persons, parents of married persons, children, including adopted children, guardians, grandmother, grandfather, siblings, grandchildren, dependents recognized by law.
Other terms used in these Rules are used in the meaning given in the Air Code of Ukraine.
Scope of application
Chapter 1. General provisions for transportation
1.1. These Rules shall apply to any international and domestic transportation of passengers and/or baggage by an aircraft for payment or for hire, and to air transportation that is provided for free by the Airline to/from airports located in Ukraine.
1.2. These Rules shall apply to a passenger travelling by the Airline's flight (flights) pursuant to a passenger ticket. Determination of the airline in the ticket as the air carrier of this flight shall be a confirmation of the existence of a transportation agreement for such a flight between the airline and the passenger who is mentioned in the ticket.
1.3. All transportations of passengers and baggage specified in paragraph 1.1 hereof are subject to these Rules of the Airline, as well as the fare standards of the Airline, valid on the date of the ticket issue (electronic ticket issue), and if such a date cannot be determined – on the date when the transportation commenced. When transporting passengers and baggage, the rules, fares and fees applicable on the date of ticket issue are used.
1.4. These Rules are established in order to improve the efficiency and quality of transportation, which meet the standards for quality, responsibility for passenger service, established by the Civil Aviation Authority. These Rules are approved by the Civil Aviation Authority.
1.5. Changes made to these Rules and the Airline’s terms of fare regulations may not be applied to the Agreement of passengers and baggage carriage without notifying the passenger after the ticket is issued, unless it may be necessary in accordance with applicable laws of Ukraine, for example, regarding assurance of the flight security.
1.6. Transportation of passengers and baggage for which it is impossible to ensure compliance with these Rules, may be carried out by the Airline only under special conditions referred to in Chapter 2 of this section.
1.7. These Rules shall not be applied for passengers and baggage transportation carried out under extraordinary conditions that are not a subject to the usual operations and procedures for passengers and baggage transportation, including the conditions under which the peacekeeping contingent is carried out, disaster relief, accidents, etc.
Chapter 2. Special provisions for transportation
2.1. The air carrier has the right to carry out one or a series of passengers and baggage transportation on special conditions in case of impossibility to provide transportation in accordance with the Rules of the SAAU.
The level of quality and safety during such transportation must meet the requirements established by these Rules and the requirements of the Rules of the SAAU.
2.2. The Airline's Rules upon the application of special fares and transportation of certain categories of passengers and baggage are also special conditions of transportation.
Chapter 1. Air transportation agreement
1.1. Air transportation is carried out on the basis of an agreement between the Airline and the passenger.
1.2. The execution of the air transportation agreement and its provisions are confirmed by a ticket issued to the passenger by the Airline or the sales agent.
1.3. The ticket entitles the passenger specified in the ticket to be transported with the corresponding flight(s) and obliges the Airline to transport the passenger and his baggage and provide other services in accordance with the air transportation agreement, except as provided in paragraph 1.5 hereof.
1.4. The agreement provisions are attached to the ticket and shall contain information for passengers on the limitation of liability during the transportation of passengers and baggage, taxes and fees; time of the beginning and end of check-in for the flight, boarding the aircraft; information about checked baggage and cabin baggage; deadlines for filing claims for improper transportation of passengers and luggage; information on the prohibition of the carriage of certain items in checked baggage or hand luggage; the rights of passengers in case of refusal of carriage, cancellation or long delay of the flight; the address of the air carrier whereat passengers can send their claims; other information that the Airline deems necessary for the passenger.
The air transportation agreement provisions do not contradict the provisions of the Montreal Convention, the Air Code of Ukraine and the Rules of the SAAU.
1.5. The Airline has the right to refuse to transport a passenger and invalidate his ticket if:
- - it was found that the ticket was purchased using a fake/stolen or invalid payment card (credit card);
- - the person does not present a ticket containing a flight coupon for the corresponding flight, all other unused flight coupons, as well as the passenger coupon;
- - it is violation of the sequence of use of flight coupons due to the passenger's fault;
- - it is incorrect application of the fare or non-payment by the passenger of the cost of air transportation in full on the day of air transportation not through the fault of the Airline and/or the sales agent.
1.6. A ticket declared invalid due to the fault of the Airline and/or its sales agent shall be reissued at the request of the passenger.
A ticket declared invalid for reasons beyond the reasonable control of the Airline and/or its sales agent shall be withdrawn without reissuance
1.7. A person found on board an aircraft without a ticket or with a ticket that the Airline held invalid shall be disembarked.
1.8. In all cases of ticket invalidation or detection on board an aircraft of a person without a ticket or with a ticket declared invalid by the Airline, the Airline or a person representing its interests, drawns up a corresponding act the original of which is provided to the passenger and a copy remains with the Airline.
1.9. The passenger is obliged to keep the ticket and other transportation documents until the end of such transportation, and in case of a claim - until the time of its resolution.
The passenger is obliged to present transportation documents at the first request of the Airline, its service agent or airport operator.
Chapter 2. Lost or damaged ticket
2.1. In case of loss or damage of the ticket (or a part of it) by the passenger, the Airline may, at the request of the passenger, replace such ticket (or part of it) by issuing a duplicate ticket provided the passenger signs the agreement to reimburse the Airline in the amount of the original ticket cost for any losses incurred by the Airline in connection with the use of the original ticket by a third party. If the passenger does not sign such an agreement, the Airline, if it issues a duplicate ticket, has the right to require the passenger to pay full cost of the ticket. The Airline has the right to charge a passenger a fee for services of issuing a duplicate ticket, unless the loss or deterioration because of the negligence of the Airline (its agent). In case of loss or damage to the ticket of another carrier, a duplicate ticket is issued only with the written consent of such carrier.
2.2. The Airline shall be entitled to refuse to issue a duplicate ticket to the passenger if:
- - the passenger does not sign the agreement provided for in paragraph 2.1 hereof and refuses to pay for the services for issuing a duplicate ticket;
- - the passenger requires the issuance of a duplicate ticket at the airport on the day of the flight, if less than three hours remain before the scheduled departure or in the hours when the office of the Airline, which must grant approval, is not working.
Chapter 3. Prohibition to transfer the ticket
3.1. The ticket can be used only for transportation of the person whose full name is specified in the ticket.
3.2. The Airline has the right to demand the identification of the passenger in order to fulfill the requirements of paragraph 3.1 hereof.
Chapter 4. Validity of the ticket
4.1. Validity of the ticket includes:
- - general validity period of the ticket;
- - validity period for transportation.
4.2. The general validity period of the ticket is determined by the period from the date of its issue until the expiration of the period provided by the rules for applying fares of the Airline for a refund for an unused ticket.
4.3. The general validity period of the ticket entitles the passenger to use the ticket for all operations provided for in these Rules, including for obtaining a seat on a flight and date specified in the ticket, reimbursement of the cost of fully or partially unused transportation and other payments established by these Rules and the Rules of the SAAU.
4.4. The ticket with a guaranteed date of departure gives the right to transport a passenger and his (her) baggage from the initial airport, the airport of transfer, stop or airport of return transportation only on the day and flight indicated in the ticket.
4.5. The ticket with an open date gives the right to transport passenger and baggage from the corresponding airport only after making a booking and entering the departure date and flight number into the ticket by the Airline.
4.6. The ticket issued according to a normal fare is valid for transportation within one year from the date of commencement of carriage, if a part of the ticket is used, or from the date of issue, if the whole ticket is not used.
4.7. The ticket issued according to a special fare is valid for transportation only until the date indicated in the ticket, and subject to the conditions established by the rules for applying fares of the Airline.
Chapter 5. Extension of ticket validity term
5.1. The validity of the ticket, regardless of the type of fare applied, is extended if the Airline:
- - cannot provide a seat on a flight for which the passenger has a confirmed booking;
- - cancels the flight for which the passenger has a confirmed booking;
- - has missed the agreed stopover;
- - does not perform the flight within a reasonable time after the departure time indicated in the ticket;
- - by its actions causes the situation when the passenger does not have time to transfer to another connecting flight for which the passenger has a confirmed booking and which is indicated in the same ticket as the previous flight;
- - cannot provide services in accordance with the paid class of service.
In this case, upon the consent of the passenger for further transportation, the validity of his ticket must be extended for the time until the first flight, where there is a seat for such a passenger in the paid class of service. In case of illness of a passenger or a member of his family traveling with him on the aircraft, subject to the presentation of the relevant certificate of the health care institution, the Airline also extends the validity of the ticket.
5.2. If the passenger after the start of the journey cannot resume it during the validity of the ticket for transportation due to illness or other circumstances, the Airline shall extend the validity of such ticket until the passenger can continue the journey or until the first flight of the Airline in the paid class of service, after such date and from the place where the journey was interrupted. The fact of illness or other circumstances must be confirmed by the relevant certificate of the health care institution. In this case, the Airline may also extend the validity of the tickets of persons accompanying such a passenger.
5.3. In case of a death of spouse or a family member of the passenger who has not started the trip, or in the event of the death of the passenger on the route, persons accompanying the passenger can extend the term of tickets, as well as the period of the minimum stay at the event point. Extension of validity of tickets should be carried out after receiving an appropriately issued death certificate and for a period not exceeding 45 days from the date of death of the passenger.
Chapter 6. Flight coupon sequence
6.1. The Airline accepts flight coupons for air transportation only in sequence, starting from the first airport of departure specified in the ticket. The ticket is considered invalid if the passenger violated the sequence of using flight coupons.
The Airline has the right to refuse to transport a passenger and refund the cost of unused flight coupons, if the passenger violated the sequence of use of flight coupons through no fault of the Airline, its sales and/or service agents.
6.2. The passenger coupon and all unused flight coupons that have not been returned to the Airline remain with the passenger during the journey and must be provided to the Airline upon request.
6.3. If a passenger refuses to be transported on one of the route segments which violates the sequence of use of flight coupons set out in paragraph 6.1 hereof and wishes to use other route segments of the flight, he/she must notify the Airline and reissue the ticket.
Chapter 7. Class of service
7.1. The Airline provides the passenger with servicing according to the class of service paid by him (her). The Airline or sales agent informs the passenger when making booking and/or issuing a ticket about the service available in the respective class.
7.2. The passenger is accepted for transportation in the service class specified in the flight coupon, on the date and the corresponding flight for which the passenger has a confirmed booking.
7.3. If the ticket is issued without a confirmed booking (the booking status is different than “OK”), the seat will be booked at the request of the passenger during the check-in procedure, in case of availability of such a seat in the paid class of service on the corresponding flight. If there is not enough time to make a booking, the passenger can be accepted for transportation without making a booking.
7.4. The Airline has the right to upgrade or lower the class of service for both technical and commercial reasons. In the case of lowering the class of service, the Airline should inform the passenger as soon as possible and offer appropriate compensation, taking into account the provisions of Section XV Chapter 5 of these Rules.
Chapter 8. Terms and conditions for submitting tickets for refunding the amounts paid
8.1. A passenger may submit the ticket to the Airline for refunding the amount paid for partially or completely unused transportation, if such a refund is permitted by the rules for applying fares as follows:
- - before transportation has started;
- - during the validity period of the ticket for transportation, or;
- - within 30 days after the expiration of the validity of the ticket for transportation.
The Airline taking into consideration the circumstances that made it impossible to submit a ticket for refunding the amount paid for partially or completely unused transportation may extend the period provided for in fourth paragraph hereof.
8.2. The expiration of the period specified in paragraph 8.1 hereof shall not deprive the passenger of the right to file a claim with the Airline in accordance with section XXVII of these Rules.
Chapter 9. Abbreviations
9.1. The name of the Airline may also be given in the ticket (itinerary receipt) in the form of the IATA code of the Airline or ICAO code.
9.2. The Airline, its sales agent or service agent shall provide the passenger when making booking or check-in the information regarding the full name of the Airline indicated in the ticket in the form of a code of the Airline.
1. A stopover shall be allowed only under condition that it is previously agreed with the air carrier and is indicated in the ticket.
2. If a passenger holds a ticket issued according to a normal fare, stopovers within ticket validity shall be permitted at any point along the route.
3. If a passenger holds a ticket issued according to a special o discount fare and makes a stopover on route, the passenger may be charged an extra fee for such stopover.
Tariffs and charges
1. Applicable fares are the fares approved and published by the Airline or on behalf of the Airline (or if not published, calculated in accordance with the fare standards of the Airline) for the flight or flights from the point of departure to the point of destination indicated in the ticket, which are valid for the respective class of service as of the day of payment for the ticket. Each fare provides rules for its use, which set the validity of the ticket, the conditions of fare application and refund for unused transportation or part thereof, other conditions, and may include surcharges to the fare, which are an integral part of it. The rules for applying fares shall be approved by the head of BEES AIRLINE LLC and are posted on the website of the Airline www.bees.aero and are available to passengers for review.
2. The fares do not include transport services between airport terminals and between airports and city terminals.
3. Airport charges (taxes) for the provision of services to passengers when servicing them at the airport shall be established and approved in accordance with applicable law and published in a form available to users for review.
4. Airport charges (taxes), taxes and levies established by the state of the airport of departure/destination, charges (taxes) of the Airline are not included in the fare, and together with the fare comprise the full cost of transportation. The Airline and the sales agent collect payment for arranging the air transportation and for performing the refund. The fee for the operation of registration of the transportation is not included in the cost of ticket and is paid separately.
5. Airport charges, taxes and levies established by the state of the airport of departure/destination, charges (taxes) of the Airline established for using any services or equipment may be included in the cost of transportation or be paid separately with the provision of the document confirming the payment for these services.
6. The fares, charges (taxes) for air transportation to/from and within Ukraine are published by the Airline and airports in ARS/GDS in the currency approved by the Civil Aviation Authority and agreed with the IATA Tariff Policy Coordination Conference.
7. Payments in the territory of Ukraine for the services of air transportation are carried out in accordance with the current legislation of Ukraine. The currency rate is set in accordance with the current legislation of Ukraine.
Booking of transportation of passengers and baggage
1.1. ARS/GDS shall be used for booking. It is possible to book places and tonnage using stationary and mobile communications, web-site, specialized self-service machines, etc. Basic condition for the usage of such methods of booking is a reflection of the conducted booking in the booking system of the Airline.
1.2. Bookings are made within the time and in the manner prescribed by the Rules of the Airline. The entry of information on the passport data of the passenger is made in accordance with the legislation of Ukraine and international agreements of Ukraine.
1.3. Booking of a seat on the aircraft and a capacity for the transportation of excess baggage on a specified flight and date is a prerequisite for the transportation of passengers and excess baggage by air.
1.4. The Airline or its sales agent making a booking must inform the passenger (his representative) about the conditions of fare application at which the transportation is booked, the terms of payment and registration of this transportation, as well as changes in the flight schedule.
The passenger making a booking through the website must read the information himself.
Changes in the flight schedule of the Airline are made to the ARS/GDS at least 8 hours prior to departure. Otherwise, the sales agent is not responsible for timely informing the passenger about changes in the flight schedule of the Airline. The obligation to inform passengers in the event of information on changes in the schedule in less than 8 hours rests with the Airline.
1.5. Until the passenger (his (her) representative) has paid the full cost of the transportation, the reservation is considered preliminary and, if necessary, can be canceled with a notice to the passenger.
1.6. If the passenger (his (her) representative) has not paid the cost of transportation within the period determined by the Airline or its sales agent, the booking will be canceled without notice to the passenger.
1.7. If the passenger has not arrived on the flight (for check-in or boarding an aircraft - “No-show”) for which he (she) has a confirmed booking and fails to inform the Airline about changes in his trip prior to check-in, the Airline has the right to cancel the reservation for the next segments of the route or the return flight.
Chapter 2. Passenger’s personal data
2.1. During the booking the passenger shall provide the Airline or its sales agent with the necessary information about his (her) personal data and special conditions of transportation.
During booking the passenger is obliged to provide the Airline or its sales agent with reliable information about his telephone number, address and other possible means of communication in accordance with the rules of the Airline in order to ensure timely information to the passenger.
If it is impossible to establish communication with the passenger according to the information provided by him/her and provided that this fact is documented by the Airline, the passenger is personally responsible for the consequences of untimely notification and informing him about changes in transportation.
Entering the contact details of the sales agent instead of passenger’s contact details is prohibited. The sales agent is responsible for the absence of the necessary personal and contact details of the passenger upon the reservation.
2.2. If the passenger refuses to provide the necessary booking information, the booking is not made.
2.3. Protection and processing of the passenger’s personal data when making the reservation for air transportation is carried out in accordance with the legislation of Ukraine and the country of destination of air transportation. By providing own personal data during reservation, the passenger thereby authorizes the Airline and provides consent to personal data processing, storage and transfer to third parties for the purpose of reservation or reissuance of the transportation, servicing flights and passengers, receiving additional services, arrangement of baggage search and warning/detection of fraud with transportation documents, providing information assistance regarding entry/departure along the route of transportation, and passenger escorting.
Chapter 3. Seat provision
3.1. Reservation of a seat may be made either with or without allocation of the specific seat for the passenger on board an aircraft.
3.2. The Airline has the right to change the given seat even after the boarding of the passenger for safety and/or technical reasons.
3.3. If a ticket is issued with the open date of departure, seat booking is carried out on a common basis. In the case of a passenger who has a ticket with an open departure date requests to provide a seat on a flight on which there are no available seats, the Airline or its sales agent must offer the passenger to make a booking for the nearest flight on which there are seats.
3.4. The priority and extraordinary right for seat booking on the flight is determined in accordance with the current legislation of Ukraine. The Airline may make additions to the list of persons that have the priority and extraordinary right for the seat. Extraordinary right to obtain the seat on the flight is available to:
- - war invalids of 1-3 groups;
- - disabled workers of 1-2 groups;
- - persons who participated in the war;
- - passengers with children under 3 years old, as well as passengers with two or more children under 8 years;
3.5. If the passenger wants a specific seat in the aircraft, the Airline may charge a fee.
Chapter 4. Reconfirmation of the return flight booking
4.1. The Airline can require the passenger to reconfirm the return flight reservation. Flights on which the procedure for confirming the return flight is introduced are established by the Airline. The passenger must be informed about the necessity to confirm the return flight.
If the air transportation agreement provides for several segments of the flight route, re-confirmation of the return flight booking may be required for each segment of the route. The airline informs the passenger about the conditions, method and term of reconfirmation of the return flight booking during the booking and/or ticket processing.
4.2. Reconfirmation of the return flight is not required if the return flight is expected to be completed less than 72 hours or the flight booking was made less than 72 hours before the scheduled departure time.
4.3. If the passenger does not meet the requirements of the Airline regarding reconfirmation of the booking, the Airline can cancel the unconfirmed booking but not earlier than 72 hours before the scheduled departure time of the flight.
Chapter 5. Reservation and sale of the transportation via the Internet
5.1. It is possible to reserve the ticket online using the carrier’s website www.bees.aero or sales agents.
5.2. Placing an order is the confirmation that the user agrees to the terms of the carriage contract, is familiar with the rules and terms of the Airline, as well as the terms for fares application.
5.3. After booking and paying for transportation Itinerary/Receipt and the terms of the contract of carriage between the passenger specified in the Itinerary/Receipt and the Airline are sent to the e-mail address specified in the booking.
5.4. The passenger cannot independently cancel the paid and issued booking via the Internet. This operation is carried out by the Airline or sales agent provided that the passenger filed an application a refund application.
5.5. The Airline and its sales agent, through the website whereof the booking was made, are obliged to inform the passenger in a timely manner about the changes in the booking made by the Airline. The Airline informs about changes in the booking to the ARS/GDS no later than 8 hours before departure. Otherwise, the sales agent is not responsible for timely informing of the passenger about changes in the booking.
Chapter 1. Passenger servicing at the airport
1.1. The airport operator or service agent provides passengers at the airport with visual and/or acoustic information regarding:
- - time of departure and arrival of the aircraft;
- - place, start and end time of check-in for the flight;
- - delays or cancellations of the flights and the reasons for delays and cancellations;
- - methods and routes of transition between the airport terminals or routes of transition between airports and from the airport to the city;
- - rules and procedures for aviation security control, inspection of passengers, their cabin baggage and baggage;
- - general rules for passengers to comply with requirements related to border, customs, immigration, sanitary and epidemiological, veterinary, phytosanitary and other types of control in accordance with applicable laws;
- - location of the baby care room, law-enforcement bodies station, information desk, medical center, dressing room, etc.;
- - place of baggage receipt and actions to be taken by the passenger in case of delay, damage, destruction of the baggage.
1.2. All announcements in the airports of Ukraine should be made in Ukrainian and English. At international airports announcements are additionally made in English and/or the language of the country from/to which the flight is performed.
1.3. At the airport the Airline or service agent shall provide:
- - check-in of passengers and baggage for transportation;
- - ground transportation of passengers and their baggage to the aircraft parking lot and arranges boarding of the passengers and loading of their baggage on board the aircraft;
- - organization of disembarkation of passengers from the aircraft and unloading of baggage, their ground transportation to the corresponding airport terminal of arrival and baggage dispensing;
- - notification regarding flight delay/cancellation no later than 10 minutes before the aircraft arrival time according to the schedule.
1.4. Check-in time for passengers:
- - starts 2 hours before departure time;
- - ends 45 minutes before departure time.
1.5. The end time of passengers boarding the aircraft 15 minutes before the departure time of the flight.
1.6. The start and end times of check-in and boarding to the aircraft are indicated in the ticket or another document which is provided to the passenger when selling the ticket.
Chapter 2. Passenger servicing on board of the aircraft
2.1. The Airline shall provide the passengers on board the aircraft with a range of services, depending on the type and arrangement of the aircraft, flight duration, time of the day whereby the flight takes place, and the class of service indicated in the ticket. The scope of services and the procedure for their provision are determined by these Rules.
2.2. The Airline shall provide onboard the aircraft:
- - equipping of the passenger cabin of the aircraft with technical means and systems for ensuring passenger safety, maintaining appropriate temperature in the cabin, means of individual use for passengers (individual lighting, fan, table for meals, seat belt system, oxygen masks and smoke hoods, etc.);
- - maintaining proper sanitary and hygienic condition of the aircraft cabin;
- - serviceability and completeness of the equipment, inventory and passenger handling facilities;
- - availability of seats for passengers with children;
- - possibility to accommodate people with disabilities or reduced mobility;
- - services that create comfort and match the duration of the flight.
2.3. The Airline on board the aircraft has trained personnel in sufficient numbers to provide passenger services, including the first aid provision, as well as to ensure flight safety in accordance with the current legislation of Ukraine.
2.4. The Airline provides the following free-of-charge services on board of the aircraft:
- - assistance to the passengers during boarding or deplanement from board of the aircraft (searching for the seat, placing cabin baggage, etc.);
- - information and reference services – timely and reliable informing of the passengers about the rules of behavior on board an aircraft, paid and free services, flight conditions, use of rescue equipment, locations in the aircraft cabin of personal protective equipment and inflatable ramps, the location of the main and emergency exits, conditions for leaving the aircraft in emergency situations;
- - first aid;
- - provision of drinking water on request of the passenger;
- - usage of lavatories.
The Airline is obliged to inform passengers about the services provided on board the aircraft for free and the procedure for their provision immediately after the start of the flight.
2.5. Passenger servicing on board the aircraft can be carried out in the following classes:
- - business;
- - premium or comfort (improved economy);
- - economy.
2.6. Food and hot drinks are provided on board of the aircraft in accordance with the standards established by the Airline in technological maps.
2.7. The Airline may provide the passenger with additional services during the flight. The list of additional services, the procedure for their provision and payment are established by the rules of the Airline. The Airline informs passengers about additional services by placing of the corresponding information on own website.
2.8. To provide first aid in flight, the Airline has on board the aircraft first aid kits according to the number of passenger seats:
- - from 0 to 99 - 1 unit;
- - from 100 to 199 - 2 units;
- - from 200 to 299 - 3 units;
- - from 300 and more - 4 units.
Chapter 3. Quality requirements to the services that are provided to the passengers on board the aircraft depending on the service class
3.1. Business class passengers are served in a separate cabin. The layout of the business class cabin depends on the type of aircraft being operated. The number of seats in the cabin of business class depends on the layout of a particular aircraft.
3.2. Premium class (comfort class) is a superior comfort class in which the service standards (food and baggage transportation standards) are higher than the service standards in the economy class. The premium class (comfort class) cabin is equipped with the seats provided for the economy class cabin.
3.3. The premium class (comfort class) cabin is separated from the business class cabin and the economy class cabin by a partition (hard or soft).
3.4. The economy class cabin is located behind the business class cabin or the premium (comfort) class cabin if available.
Passengers are accommodated in the passenger cabin with standard seats.
3.5. The provision of the services to provide passengers with meals is carried out with strict adherence of the of the products sale time.
3.6. When selling a ticket, the Airline or the sales agent informs the passenger about the service provided to passengers of business class and premium class (comfort class) in accordance with the Rules of the Airline.
Chapter 4. Safety requirements on board the aircraft
4.1. The aircraft shall be equipped with the necessary set of emergency equipment and means for emergency evacuation of the passengers in an emergency situation.
4.2. It is prohibited to take on board the aircraft packing materials, inventory and equipment for which no sockets, racks or special fasteners are provided.
4.3. The maximum number of persons on board the aircraft must not exceed the number of seats and chairs equipped with seatbelts.
4.4. Before take-off, landing and in special cases passengers shall fasten their seat belts, and flight attendants shall control fastened position and belt tension of each passenger. Children under two years transported without a separate seat shall be placed on the lap of an adult passenger, who has to hold them tightly in hands and fix by special belts that are fixed to the adult's seat belt.
4.5. On each flight attendants shall:
- - timely and correctly inform the passengers about the location of emergency equipment and the rules of its use;
- - familiarize the passengers with safety instructions;
- - thoroughly inspect all passenger areas of the aircraft in order to detect foreign objects;
- - during the reception and accommodation of the passengers on board the aircraft, carefully comply with the requirements of centering, prevent the placement of bulky items on baggage racks and the placement of any items in the aisles, near the entrance doors and emergency exits;
- - during the flight in the turbulence zone, require passengers to be in the seats with seat belts fastened;
- - before boarding and disembarking passengers, check the correct installation of the ladder;
- - before take-off and landing of the aircraft, check the correctness of installation and reliability of fastening of equipment and inventory;
- - do not allow passengers to move in the cabin when turning on the "Fasten seat belts" panel.
4.6. Cradles for babies should be installed no earlier than 10-15 minutes after takeoff and the board "Fasten seat belts" is turned off, and removed no later than 20 minutes before landing, but not later than the board "Fasten seat belts" is turned on.
4.7. The Airline shall ensure safety in the cabin, proper and reliable placement of cabin baggage, baggage, removable equipment etc.
Transportation of some categories of passengers
Chapter 1. Transportation of persons with disabilities and reduced mobility
1.1. The Airline or sales agent shall not have the right to refuse to book seats for persons with disabilities or reduced mobility, except as provided in paragraph 1.2 hereof.
The Airline and the service agent shall not have the right to refuse persons with disabilities or reduced mobility to board an aircraft with a valid ticket and booking, except as provided in paragraph 1.2 hereof.
1.2. The Airline, sales agent, service agent may refuse a person with disability or reduced mobility to confirm a booking, boarding the aircraft, and also require that such person be accompanied by another person who can provide him (her) with the necessary assistance:
- - in order to comply with safety requirements established by international law, legislation of Ukraine, and safety requirements established by the authority that issued this operator certificate;
- - if the size of the aircraft, its doors makes it impossible to board the aircraft or transport the passenger with disability or reduced mobility.
In case of refusal to confirm a booking for the reasons specified in this paragraph the Airline, sales agent shall first of all make every effort to offer such a person an acceptable alternative option of transportation.
1.3. If a person with disability or reduced mobility is refused a reservation or boarding an aircraft for the reasons specified in paragraph 1.2 hereof, as well as any person accompanying a person with disability or reduced mobility, the Airline shall first offer reimbursing the cost of a ticket or a change of route in accordance with Section XV Chapter 2 paragraph 2.2 of these Rules. Compensation is not paid in this case. The right to return flight or change of route is granted subject to compliance with all safety requirements.
1.4. The Airline and its sales agent shall publish on their websites in Ukrainian and English, as well as, if necessary in other languages, the rules of safety, escort and conditions of passengers with disabilities or reduced mobility carriage, as well as any restrictions on their carriage or carriage of passengers` means according to the technical capabilities of the aircraft.
The tour operator and the sales agent inform the passengers of the rules of safety, escort and restrictions for flights involved in complex travel, trips and tours, which it organizes and/or offers for sale.
1.5. In case of a refusal to a person with a disability or reduced mobility to book or board an aircraft for the reasons specified in paragraph 1.2 of this Chapter, the Airline, its sales agent or service agent shall immediately inform such person about the reason for the refusal and upon person`s request who has been refused a reservation or boarding an aircraft shall provide additional written notice of the reasons for the refusal within five working days from the date of receipt of the request.
1.6. The airport operator together with airport users and with the involvement of organizations representing the interests of the persons with disabilities or reduced mobility have to determine the location of arrival and departure points to/from the terminal within the airport where passengers with disabilities or reduced mobility could freely inform about their arrival and request assistance. Departure and arrival points may be located in one or in different places. General information about services, location of servicing points etc. in the format comprehensible for passengers with disabilities or the passengers with reduced mobility has to be placed in the determined locations of the points of arrival and departure.
1.7. In order to protect passengers` rights with disabilities or reduced mobility during air transportation, airport operators and the Airline shall establish teams (services) to provide assistance to persons with disabilities or reduced mobility.
Such teams (services) can be both permanent (for example, in airports with a large volume traffic of passenger with disabilities or reduced mobility) and temporary (organized from the number of employees shift for specific cases of service of passengers with disabilities or reduced mobility) .
1.8. The passenger is obliged to determine the possibility of using air transport before the journey, taking into account his health. The Airline provides relevant flight information in a form comprehensible to the passenger.
1.9. The Airline and the sales agent take all necessary measures to ensure that at all points of sale, including telephone and mobile sales, the Internet, information on assistance to passengers with disabilities or reduced mobility provided by the Airline, conditions and procedures of such assistance. Upon receipt of a request for assistance to a person with a disability or reduced mobility, the sales agent sends such a request to the Airline as soon as possible.
1.10. A request for assistance in the transportation of a person with a disability or reduced mobility must be sent by the sales agent who received such a request or by the passenger (his representative) of the Airline no later than 48 hours before the announced departure time of the flight. The Airline shall transmit the relevant information at least 36 hours before the announced departure time of the flight:
- - to the airports of departure, arrival and transit;
- - to the operating carrier, if such a carrier has not made a booking.
In all cases other than those referred to in this paragraph, the Airline and its sales agent shall transmit the information as soon as possible. If the event that resulted in the loss of mobility occurred less than 24 hours before departure or the request for assistance was not made at the time of booking, the issue on the possibility of transporting the person with lost mobility is resolved promptly by phone numbers on the Airline's website.
1.11. Upon departure, the Airline or its service agent shall promptly notify the destination airport of the number of passengers with disabilities or reduced mobility on board, indicating the assistance required.
1.12. If a passenger with a disability or reduced mobility arrives at the airport for the purpose of carrying out the air transportation for which he has a reservation, the airport operator must provide the assistance referred to in paragraphs 1.18, 1.19 of this chapter, provided that the request for assistance with a disability or reduced mobility is sent by the Airline at least 48 hours before the departure time of the flight specified in the ticket.
A request for assistance in the carriage of a passenger with a disability or reduced mobility applies to a return flight if the departure flight and the return flight have been contracted with the Airline, of which the passenger must be notified.
1.13. If it is necessary to use a guide dog or other service animals, the Airline provides transportation of a passenger with a disability or reduced mobility together with a guide dog or other service animal. Passengers accompanied by a guide dog are placed in places where there is enough space to accommodate a guide dog, not far from the emergency exit. Guide dogs and service animals are transported free of charge.
1.14. In the absence of a request for assistance in the carriage of a person with a disability or limited mobility, the airport operator shall take all possible measures to provide the necessary assistance specified in paragraphs 1.18, 1.19 of this chapter.
1.15. The service according to the paragraph 1.12 hereof is applied provided that the passenger with disability or reduced mobility is present at check-in at the time determined by the Airline (tour operator) and notified to the passenger in written form (including using the electronic means), or not later one hour before the departure time of the flight specified in the ticket. The passenger arrives at a designated service area for passengers with disabilities or reduced mobility within the airport:
- - at the time determined by the Airline (tour operator), service agent servicing the flights of the Airline, and the passenger was informed about it in a written form (including using of the electronic means);
- - not later than two hours before the departure time of the flight that is indicated in the ticket if it was not informed about the time of arrival to the airport.
1.16. If a passenger with a disability or reduced mobility makes a transfer at an airport located in Ukraine, the airport operator or service agent servicing the Airline at the transit airport shall provide the assistance specified in paragraphs 1.18, 1.19 hereof.
1.17. Assistance in the carriage of passengers with disabilities or reduced mobility, referred to in paragraphs 1.18, 1.19 of this chapter, must meet the needs of such persons and is provided by the airport operator free of charge.
1.18. An airport operator or service agent shall take measures to ensure that passengers with disabilities or reduced mobility are able to:
- - inform about his (her) arrival to the airport, including using the “call button” or communicating device in the accessible place and on the most comfortable for such passengers level, and to request assistance in the determined places within and outside the airport terminal buildings;
- - move from the determined point to the check-in desk;
- - check-in and register the baggage;
- - move from the check-in desk to the aircraft with completion of migration, customs and other formalities;
- - board the aircraft/disembark from the aircraft using elevators, wheelchairs, cabin wheelchairs or other necessary support;
- - move from the doors of the aircraft to his (her) seat;
- - store and retrieve baggage in the aircraft cabin;
- - move from his (her) seat to the doors of the aircraft;
- - move from the aircraft to the baggage claim area and get baggage with completion of migration and customs formalities;
- - move from the baggage claim area to a determined control point;
- - move to the exit for boarding a connecting flight in case of transit with assistance in the air and on the ground, and also, if necessary, within and between the airport terminals;
- - if necessary, move to the toilet room within the terminal;
- - obtain the necessary for flights information in acceptable formats;
- - carry out temporary replacement of damaged or lost mobile means on a similar basis..
Also, the airport operator must provide servicing of guide dogs if necessary.
1.19. The airport operator or the service agent should ensure the servicing of all necessary mobility devices, including wheelchairs with electric drive, subject to the advance notification 48 hours prior and taking into account possible space restrictions on board the aircraft and in accordance with provisions of ICAO, IATA and the legislation of Ukraine in the field of dangerous goods transportation.
1.20. If the passenger with disability or reduced mobility is assisted by the person accompanying him (her), such a person should be given the opportunity to help the passenger with disability or reduced mobility at the airport during boarding and disembarking from the aircraft. The Airline shall provide the passenger who accompanies the passenger with disability or reduced mobility with a seat on board the aircraft, which is located next to the seat provided to the person who is accompanied.
1.21. The Airline must provide transportation of up to two units of mobile vehicles per each passenger with disability or reduced mobility, including wheelchairs with electric drive, subject to the advance notification 48 hours prior and taking into account possible space restrictions on board the aircraft, and in accordance with provisions of ICAO, IATA and the legislation of Ukraine in the field of dangerous goods transportation.
1.22. To meet safety requirements, passengers with disabilities or reduced mobility are located in the aircraft cabin near the emergency exit so as not to impede the quick evacuation of passengers from the aircraft. The Airline shall provide assistance to such passengers while traveling in the cabin of the aircraft.
1.23. If wheelchairs, other mobile vehicles or assistive devices were lost or damaged during servicing at the airport or during transportation on board the aircraft, the passenger who owns such equipment is entitled to receive reimbursement for the cost of such property.
1.24. Obligations to a passenger with a disability or reduced mobility in accordance with the provisions of this chapter may not be limited or not fulfilled.
1.25. The Airline is not responsible for aggravation of passenger's health or other consequences that may occur due to the passenger's age, his (her) mental or physical condition during boarding/disembarking to/from the aircraft, during the flight or after air and ground transportation within the airport.
1.26. A passenger whose physical condition is of concern to the Airline is admitted to air transportation if he/she provides the carrier with a certificate from the health care institution that his/her physical condition allows him to travel by air, and in some cases that his illness does not pose danger to the environment. Such a certificate must be issued no later than 5 days before the scheduled departure date.
1.27. Seriously ill passengers and passengers on stretchers should be transported only if accompanied by a person who provides care for such passenger during the flight, and with the provision of seat (seats) on board of the aircraft with payment according to the fare set by the Airline.
1.28. If the passenger cannot be moved from the stretcher to the seat during the flight, the possibility of his carriage is determined in advance by agreement between the Airline and the person accompanying the passenger on the stretcher.
1.29. The airline has the right to refuse to carry a passenger on a stretcher if the aircraft does not have the necessary conditions for its transportation.
1.30. The airline, airport operators and service agents must ensure a sufficient level of qualification of their staff providing assistance to persons with disabilities or reduced mobility.
1.31. Whenever possible, the Airline, airport operators and service agents shall designate a separate check-in desk for persons with disabilities or reduced mobility. Whenever possible, the staff of these airport entities should receive appropriate training, including in sign language, including international language.
1.32. Assistance to passengers with disabilities or reduced mobility is provided without degrading personal dignity and ensures that this category of passengers receives services provided to all passengers, taking into account the requirements of flight safety, aviation security and safety on board the aircraft.
Transportation and service of passengers with disabilities or reduced mobility are adapted to the needs of such passengers and are provided in accordance with the requirements of the "Manual on Access to Air Transport by Persons with Disabilities (DOC 9984)".
Chapter 2. Transportation of children and pregnant women
2.1. Infants (INF) under 2 years old and children (CHD) from 2 to 12 years old are considered to be children on air transport.
2.2. Children under 2 years old are transported without a separate seat, and children from 2 to 12 years old are transported on a separate seat.
2.3. Children can be transported both accompanied and unaccompanied by an adult passenger, subject to compliance with the requirements specified in paragraphs 2.4-2.8 hereof.
2.4. In the category of “unaccompanied child” should be registered children from 5 to 14 years old for domestic transportation and children from 5 to 16 years old for international transportation, in the case of transfer transportation where there is an international segment children from 5 to 16 years should be registered in this category.
2.5. The age of the child shall be determined at the start date of transportation from the airport of departure indicated in the ticket.
2.6. An unaccompanied child is accepted for air transportation provided that the child's parents or persons performing their duties fill in the relevant duly executed documents and pay for the services established by the carrier.
When carrying an unaccompanied child, the air carrier shall indicate the following information in the accompanying documents:
- - last name and first name, passport or identity document number, as well as contact information (country of residence, home address and telephone number) of the unaccompanied child, the person sending the child on departure, and the person who meets the child at the destination,
- - last name and first name, as well as contact information (country of residence, home address and telephone number) of one of the parents or the person performing their duties.
2.7. An adult passenger has the right to carry no more than two infants, one without providing a separate seat, and the second on a separate seat, with payment for such transportation according to the fares established by the carrier for transporting of children aged from 2 to 12 years.
An infant who has been paid for a separate seat is transported in a car seat for the carriage of children, which is certified for use in air transport. If the passenger does not have such a car seat, the Airline has the right to refuse to transport the baby in a separate place.
2.8. Passengers with children under 2 years old are provided with seats equipped with an additional oxygen mask.
2.9. Pregnant women can be accepted for transportation by air, provided that their gestation period does not exceed 35 weeks, and in the case of multiple gestation 32 weeks. Women whose gestational age exceeds 28 weeks shall have a valid certificate from a doctor containing the following information: gestational age, singleton or multiple pregnancy. The medical certificate must be valid 5 days before the departure date from the first point on the route. All pregnant women must complete the appropriate form before the flight.
2.10. The Airline does not accept for transportation women and newborns in the first 7 days after birth.
2.11. In case of any doubts about the service agent who registers or the representative of the Airline regarding the possibility of safe air travel by a pregnant woman, the transportation may be denied.
Chapter 3. Transportation of deported and inadmissible passengers
3.1. The Airline is not responsible for the refusal of state authorities to provide the passenger with permission to enter the country.
3.2. The passenger must, at the request of the Airline or state authorities, return to the point of departure or another location in the case of refusal to enter a country, regardless of whether this country is the destination or transit, and also pay the appropriate cost of return transportation. The Airline may use for payment for such transportation any funds from the amounts previously paid to it by the passenger for the unfulfilled transportation remained at its disposal, or from any other funds of the passenger that are at the disposal of the Airline.
3.3. The cost of a ticket for the transportation of deported persons shall be paid by the state authorities of the country that decided to deport such persons to the country the deportation to which is carried out.
3.4. The Airline must be provided with all the information concerning the presence on the flight of potentially dangerous passengers that are forced to use air transportation. When transporting persons in custody on board the aircraft the appropriate entries shall be made in the flight documents.
3.5. The airline has the right to refuse the transportation of deportees in accordance with Section X paragraphs 1 and 2 of these Rules if there are no documents required for carriage or there are grounds to believe that the deportees may endanger the lives and health of other passengers or endanger flight safety.
3.6. Deportees should be transported only in the economy class cabin of the aircraft. In case of excess sale, upgrade is prohibited for this category of passengers.
3.7. It is forbidden to serve these categories of passengers with alcoholic beverages and provide them with metal cutlery and hot meals.
3.8. Deportees are accepted by the Airline for direct air transportation provided that:
- - the relevant state authority that carries out deportation (departure) at least 48 hours before the flight has informed and provide the Airline with sufficient information about the deported persons (flight number, number of deportees, reasons for deportation, presence of deportees brought to criminal responsibility, presence of infectious and mentally ill patients and a list of officials accompanying these deportees);
- - all necessary documents for admission of such persons to the transportation are provided.
3.9. Deportees are accepted for transfer air transportation, only provided that:
- - booking of transportation is confirmed on all sections of the transfer route;
- - transfer is not connected with the transfer/relocation of deportees to another terminal or airport;
- - transfer is not connected with an overnight stay at the transfer point, the minimum connection time for flights cannot be less than that expected for this airport and has to take into account additional time for transportation and accommodation of such persons at the transfer point for another flight.
Passengers and baggage check-in
1. The passenger shall be accepted for transportation, if he (she):
- - has the properly issued ticket;
- - presents one of the documents referred to in paragraph 2 hereof;
- - meets the requirements of immigration and customs control;
- - passes aviation security control;
- - follows the rules of the Airline.
The passenger must read the terms of check-in of passengers on the official website of the Airline and/or at the place of ticket purchase.
2. Check-in of passengers and baggage clearance is carried out on the basis of a ticket and one of the identity documents specified by the legislation of Ukraine, or electronic display of information contained in these documents, in the manner prescribed by regulations of Ukraine.
3. For transportation of passengers and baggage the Airline or service agent, in accordance with the air transportation agreement, ensures the check-in for passengers and baggage using automated departure control systems (DCS), with the exception of airports (runways) that are not equipped with automated departure control systems.
The passenger can also check in independently through the Airline's website or at the airport through self-service desks.
Check-in at the airport is free of charge if:
- - this is provided by the fare application rules at which the ticket was purchased;
- - it is impossible to check-in through the Airline's website or through a self-service desk.
Otherwise, the Airline may charge an additional fee for check-in at the airport.
4. Check-in and baggage clearance at Ukrainian airports end no earlier than 45 minutes before the scheduled departure time. The start and end times of check-in and baggage clearance may vary depending on the conditions of the airport of departure and the contract with the relevant service agent.
The time of completion of check-in through the website is set taking into account the time required for the arrival of passengers and baggage at the airport of departure, as well as for boarding (loading) on board the aircraft and passing the necessary before departure administrative procedures and border requirements, customs, sanitary-epidemiological, veterinary-sanitary, phytosanitary and other types of control in accordance with the legislation of Ukraine.
5. The time of arrival of the passenger at the airport of departure is determined by the Airline taking into account the requirements of the airport.
In case of arrival of the passenger at the place of check-in and checkpoint after the check-in and/or without the necessary documents for air transportation, the Airline has the right to cancel the booking and not to delay the flight.
6 . The Airline shall check the documents stated in paragraph 2 hereof, in the case of international transport, duly executed visas in accordance with the requirements of the country of destination or transit and other documents required for travel. In the absence of any document required for the trip, the Airline does not allow the passenger to air transportation. Refusal of air transportation in this case is considered voluntary.
7 . Upon the check-in the passenger is provided with a boarding pass indicating the passenger's last name and first name, IATA code or ICAO code of the Airline, flight number, date and time of departure, time of boarding the aircraft, number of boarding gate, and number of his (her) seat (if present) on board the aircraft.
8 . The end time for boarding an aircraft depends on the characteristics of the airport, the circumstances of the departure of the flight and is set by the Airline.
The passengers receive the information about the end time of boarding the aircraft directly at the airport of departure.
In case of passenger’s delay or no-show for boarding the aircraft, the Airline has the right not to accept such a passenger for air transportation in order to avoid the flight delay. In case of the passenger’s delay or no-show for boarding an aircraft, it shall be deemed that the passenger refused from the flight voluntarily, unless this was because of the fault of the Airline or the service agent.
9 . During passengers and baggage check-in the passenger is obliged to provide for weighing all the baggage that is subject for transportation, except for the items specified in Section XI Chapter 2 paragraph 2.2 of these Rules.
10. The Airline or the service agent shall note in the baggage receipt of the ticket the quantity and weight of baggage accepted for transportation and issue a tear-off coupon of the baggage identification tag for the checked baggage. If the passenger has a ticket in the electronic form, information about the number and weight of baggage shall be specified in electronic form in the DCS system.
11. To indicate the special conditions of checked baggage carriage in addition to the identification baggage tag a special warning baggage tag is attached without number ("Fragile", "Priority", "Live Animals", "Transfer", "Wheelchair", "Unaccompanied Child" (UM), "Delivery at Aircraft", etc.). The form of baggage tags complies with IATA Resolutions.
12. After check-in and baggage clearance the Airline is responsible for the integrity of the checked baggage. The integrity and safekeeping of cabin baggage shall provide the passenger. The safekeeping of the baggage with the affixed tag “Delivery at Aircraft” ensures the passenger till the moment of its transfer for loading in the baggage compartment near the aircraft.
13. The payment for the air transportation of baggage, the weight of which exceeds the free baggage allowance established by the Airline should be charged in accordance with the fare established by the rules of the Airline. The payment for the transportation of such baggage shall be confirmed by the receipt for excess baggage or miscellaneous charges order.
14. The conditions of check-in through the website are determined by the rules of the Airline.
15. In the case of check-in using the website, the Airline provides the passengers with the opportunity to register the baggage at the airport free of charge, if the transportation of the checked baggage is provided for by the rules for applying the fares according to which the ticket was purchased.
Refusal to transport passenger and baggage by air to ensure safety of flights
1. The Airline has the right to refuse to transport at any stage of air carriage, to cancel the reservation or to disembark the passenger from the aircraft, if such an action is necessary:
- - due to necessity to comply with the requirements of the current legislation of the country of departure, arrival or transit;
- - upon the demand of the state authorities of Ukraine.
2 . To ensure flight safety, the Airline has the right to refuse to transport at any stage of transportation, cancel a booking or disembark the passenger from the aircraft on the basis of its own informed decisions, if:
- - the mental or physical condition of the passenger gives the reason to presume that he/she requires special aid from the Airline, which was not demanded or which the Airline cannot provide in certain circumstances; will cause discomfort of other passengers; will cause to any risk for himself (herself) or other passengers or the property of passengers and the carrier;
- - the passenger has not complied with the instructions of the Airline related to flight safety assurance and therefore the Airline fails to perform its obligations to passengers that are on board the aircraft;
- - the passenger behaves in such a way that causes concerns for proper assurance of flight safety during the transportation, especially, the passenger demonstrates aggressive behavior with threats to other passengers, staff of the carrier and the crew of the aircraft;
- - the passenger refused to undergo the inspection, which is carried out by the staff of the security service of the Airline, airport or relevant state authorities;
- - the passenger may pose or has already posed danger to other passengers (baggage, cargo) or the aircraft;
- - the passenger did not pay the corresponding fare and/or fees (taxes);
- - the passenger did not present documents necessary for the trip for inspection;
- - the passenger attempts to enter a country without a valid entrance document;
- - during the flight the passenger damaged or lost identification documents that makes it impossible to establish the identity of such a passenger;
- - the passenger is under alcoholic or narcotic intoxication;
- - the passenger has previously committed the abovementioned actions and gives reason to believe that such behavior may be repeated;
- - the ticket presented by the passenger is not valid for transportation, it was purchased from a party that is not the carrier or its sales agent, it was declared lost, stolen, invalid, it contains the signs of forgery;
- - the passenger has presented the flight coupon that was damaged or corrected by another party than the carrier or its sales agent;
- - there is the first unused flight coupon in the ticket, and the passenger begins his (her) trip at any other place on the transportation route according to the new fare that is not regulated according to the fare standards of the air carrier;
- - the person who presented the ticket cannot identify himself (herself) as the person indicated in the ticket.
- - in other cases provided for by these Rules.
3 . The Airline has the right to withdraw the ticket, declare it invalid and refuse to refund its value, if:
- - the ticket was purchased from a party that is not the Airline or its sales agent;
- - the ticket has been declared lost, stolen, has signs of forgery;
- - the person who presented the ticket cannot identify himself (herself) as the person indicated in the ticket;
- - the fact that the passenger has purchased the ticket using a fake/stolen or invalid payment card has been established;
- - the fare was applied incorrectly, or the passenger did not pay the full cost of the air transportation on the day of the air transportation not to the fault of the carrier and/or sales agent.
Section XVIII Chapter 2 paragraph 2.3 of these Rules, if the validity of the ticket has been violated or there is the first unused coupon, and the passenger begins his (her) trip at any other stopping point on the transportation route by the new fare, not regulated according to the fare standards of the Airline.
The Airline has the right to withdraw the ticket, declare it invalid and issue a duplicate ticket if the passenger has presented a damaged flight coupon.
4 . If the passenger is refused to be transported or further transported for the reasons provided for in paragraph 2 hereof, the Airline may inform the passenger in writing that in the future such passenger will be refused to be transported on the flights of the Airline.
5 . The passenger who was refused to be transported or further transported by air for the reasons specified in paragraph 1 hereof, has the right to enforce the return of amounts paid by him in accordance with Section XVIII Chapter 2 paragraphs 2.1, 2.2 of these Rules.
6 . The passenger who was refused to be transported or further transported by air for the reasons specified in paragraph 2 hereof, is entitled to receive voluntary return of amounts paid by him in accordance with Section XVIII Chapter 2 paragraph 2.3 of these Rules.
7 . In case of unreasonable delay of the passenger related to passing control in order to ensure the safety of civil aviation, the Airline should at the passenger's choice provide him (her) air transportation on the next flight or fully reimburse the cost of the ticket or its unused part.
Chapter 1. Baggage requirements
1.1. Baggage of the passenger shall be accepted for air transportation upon its check-in at the airport of departure, airport of transfer, airport of stopover or at another point of check-in determined by the Airline.
1.2. Depending on their size, weight and peculiarities, the passenger's goods can be transported as checked baggage or unchecked baggage (cabin baggage).
1.3. Pieces of baggage with a maximum weight of 32 kg may be carried as checked baggage. The sum of three dimensions of a single piece of baggage (length, width, height) should not exceed 158 cm. Baggage weighing more than 32 kg, in the absence of the Airline's consent to its check-in as baggage, is not accepted for transportation, such baggage must be issued by the passenger for transportation as cargo.
Exception: one wheelchair required by a passenger to travel may be carried as checked baggage regardless of its size and weight free of charge.
Excess baggage, oversized baggage is accepted for air transportation only with the consent of the Airline and if there is free capacity on board the aircraft, as well as provided that the passenger pays for the transportation of such baggage, unless the transportation of such baggage is agreed with the Airline and paid. Baggage that does not meet the requirements of this paragraph must be processed by the passenger for air transportation as cargo.
1.4. The Airline uses the Baggage piece concept for transportation of passengers' checked baggage. For passengers who intend to travel with checked baggage and pay the cost of its transportation in accordance with the fare set by the Airline, the checked baggage allowance is up to 23 kg or 32 kg, depending on the class of service with a total size of three dimensions up to 158 cm.
A child under 2 years of age (without providing a separate seat) has the right to carry free of charge one piece of baggage weighing up to 10 kg, the size of which in the sum of three dimensions does not exceed 115 cm.
Information about the maximum quantity and weight of the baggage accepted by the Airline for transportation without payment is entered into the fare application rules and is indicated in the Rules of the Airline and the carriage contract provided to the passenger.
1.5. Information regarding payment for air transportation of excess baggage is provided by the Airline, the sales agent and/or the service agent during booking of the air transportation or during check-in of the passenger and baggage.
1.6. Payment for air transportation of excess baggage is carried out in accordance with the fare established by the rules of the Airline, valid on the day of issuing a miscellaneous charges order or receipts for excess baggage payment and on the departure date indicated in the ticket. Such payment may be made in advance with the consent of the Airline when issuing the ticket or at the airport during check-in. In case of non-payment by the passenger of the relevant fare and charges, the Airline has the right to refuse to transport the excess baggage by air.
1.7. If the passenger has registered the baggage for air transportation and it is in fact in a smaller amount than what the passenger has preliminary paid, the Airline is obliged to return to the passenger the difference between the paid amount of money and the cost of air transportation of the actual amount of baggage. In the event that a passenger has registered the baggage for air transportation in fact in a larger amount than baggage for which he (she) has previously paid, the passenger must make an extra payment for the transportation of the actual amount of baggage.
1.8. In case of overloading of the aircraft or in the absence of free tonnage, the Airline, having notified the passenger, has the right to carry out the carriage of his luggage on the next flight or flight of another carrier as soon as possible. The Airline independently determines which luggage will be carried on the next flight or the flight of another carrier.
1.9. The maximum weight and quantity of free of charge baggage shall be determined by the fare application rules and shall be specified in the air carriage agreement.
1.10. The Airline is obliged to take measures to carry out the transportation of the passenger and his (her) checked baggage on board the same aircraft, especially if, in accordance with current legislation, the presence of a passenger is required during customs procedures with baggage. In the case of transportation of checked baggage on board another aircraft, the Airline is obliged, at the passenger’s choice, to deliver the baggage as soon as possible to the address provided by the passenger in the Property Irregularity Report (PIR) or to reimburse the cost of transportation associated with the delivering of such.
1.11. The Airline is responsible for the safekeeping of baggage from the moment of its check-in for air transportation and until the moment of its receipt by the passenger. The acceptance of baggage by the Airline for air transportation is confirmed by the tear-off coupon of the baggage identification tag that is issued to the passenger and the baggage receipt regarding the number and weight of pieces that are accepted for air transportation. From the moment of acceptance by the Airline of baggage for transportation and until the time of its issue, passenger access to checked baggage is prohibited, except for cases when it has been identified or additionally examined by the relevant authorized services
Chapter 2. Terms of free baggage transportation
2.1. The passenger has the right to free transportation of his checked baggage and cabin baggage within the standards of the system adopted by the Airline, the issued fare and class of service.
2.2. Regardless of the fare application rules according to which the ticket was purchased, the passenger has the right to transport such unchecked baggage (cabin baggage): woman's and man's bags, baby food needed during the flight, baby cradle (for children under 1 year), stroller, folding wheelchair and/or crutches, special equipment and facilities used by persons with disabilities, if there is enough space for this and such transportation meets safety requirements.
The total weight of carry-on baggage, except for the one specified in this paragraph, established by the Rules of the Airline, should not exceed 7 kg.
2.3. Regardless of the fare application rules according to which the ticket was purchased the Airline may charge an additional fee for transportation of:
- - Passengers’ staff (regardless of its name), size and weight of which does not comply with the requirements of the rules of the Airline;
- - household and television, video, audio, photo equipment, the weight of one piece of which exceeds 10 kg;
- - flowers, plant seedlings, food greenery, dried plants, trees and bushes with a total weight of more than 5 kg;
- - correspondence accompanied by the couriers;
- - animals (domestic or wild), birds, bees and other animals, with the exception of guide dogs, which accompany a passenger with a disability or reduced mobility,
- - musical instruments,
- - sports equipment,
- - weapons and ammunition.
Chapter 3. Announced value of the baggage
3.1. The passenger has the right to declare the value of his (her) checked baggage.
3.2. The value of checked baggage shall be declared separately for each piece of baggage. In the case of declaring the value of baggage, the passenger must pay the cost determined by the Airline's fare.
3.3. To confirm the payment for the transportation of baggage with the declared value the Airline or an authorized sales agent issues a miscellaneous charges order or a receipt for payment of excess baggage that indicates the points between which the passenger declared the transportation of the baggage with declared value.
3.4. In case of the loss of such baggage, the liability of the Airline is limited to its declared value, unless the Airline proves that the amount required by the passenger exceeds the passenger’s actual interest in the delivery of the baggage
Chapter 4. Group baggage transportation
4.1. Upon the request of the passengers traveling in a group or members of one family the Airline is obliged to pool their baggage.
4.2. Baggage pooling only refers to free baggage allowance. The baggage must be registered separately for each passenger. The pooling of the baggage pieces of the group of passengers or members of one family refers joint free baggage allowance for each passenger.
Group baggage with the consent of the passenger is registered at one person authorized by each passenger who is member of the group of these passengers or the family. Therewith the transportation documents of each passenger should indicate the number of pieces and the weight of his (her) baggage.
Chapter 5. Baggage packing requirements
5.1. The passenger shall provide proper package, which would ensure its safety during the air transportation and handling and make it impossible to cause damage to passengers, crew members, third parties, aircraft, baggage of other passengers or other property, and also exclude free/random access to baggage content by third parties. The Airline does not to accept the baggage for transportation as checked if this baggage does not meet the requirements of this paragraph, and to require the passenger to pack the baggage additionally. Compliance of the baggage package with this paragraph is determined by the Airline.
5.2. Baggage which has external damages that do not affect its integrity during the air transportation and handling and cannot cause damage to passengers, crew members, third persons, aircraft, other passengers' baggage or other property, may be accepted for transportation as checked baggage upon the consent of the Airline. In this case, the presence and type of damage to the baggage shall be indicated in the baggage receipt (Limited Release tag), and shall be confirmed by the passenger’s signature.
5.3. The Airline or its service agent has the right to require the passenger to additionally pack his baggage.
Chapter 6. Restrictions on items accepted for transportation as baggage
6.1. Items forbidden for transportation in the baggage: - goods, items, liquid and other substances that can pose a significant risk to the health of passengers, flight safety or property of the Airline or other passengers during the transportation, in particular explosives, compressed gases, corrosive materials, oxidizing agents, radioactive materials, magnets, flammable materials, poisonous, harmful or irritating substances, as well as any other items and substances specified in The Technical Instructions for the Safe Transport of Dangerous Goods by Air (Doc 9284) and Aviation Rules of Ukraine "Instruction on the organization and implementation of security control at airports of Ukraine", approved by the Order of State Aviation Administration No. 322 as of 15.03.2019, registered in the Ministry of Justice of Ukraine on June 7, 2019 under No. 594/33565, as prohibited for transportation by passenger aircraft.
6.2. Items that should not be included in checked baggage:
- - fragile, brittle items, breakable and perishable items, money, keys, jewelry, electronic equipment, photo and video equipment, products made of precious and semi-precious metals and stones, glasses, antiques, artworks, photographs, fur products, technical documentation, business documents, securities, valuables, medicines, medical documentation, identification documents;
- - goods, items, medicines, the transportation of which is prohibited or limited by the applicable laws of any country from the territory of which, to the territory of which or through the territory of which the flight will be performed;
- - goods that are not suitable for transportation by their nature, weight, size, shape or smell;
- - live animals and birds, except as provided for in Section XII Chapter 2 of these Rules.
If these things are put in checked baggage, the Airline is not responsible for their safety.
6.3. Items that are recommended to be carried in cabin baggage: fragile, brittle items, breakable and perishable items, electronic equipment (photo, video equipment, computer equipment, storage media), software, money, keys, jewelry (precious and semi-precious metals and stones), glasses, antiques, artworks, photographs, fur products, technical documentation, business documents, securities, medicines in the amount required for the trip, medical documentation, passports and other identity documents, unique or irreplaceable items, other valuable items.
6.4. Items that may be accepted for transportation as checked baggage with the prior consent of the Airline: firearms (including military, hunting, sports), pneumatic, gas weapons, pistols and revolvers designed to shoot cartridges loaded with rubber or similar in properties bullets, edged weapons of all kinds and constructively similar products, cartridges and spare parts for weapons, as well as training, diluted, museum, souvenir, collection and fake weapons, provided that a natural or juridical person has appropriate permission on its storage, carrying and transportation, and also guns and pistols for spearfishing. Items and substances prohibited for transportation by passengers and crews of civil aircrafts are determined by the aviation regulations of Ukraine.
6.5. The passenger has the right to include in the checked baggage his (her) household items, alcoholic beverages, non-radioactive medical items and things for the toilet and basic necessities, including containers with medical aerosols and other things and substances permitted for transportation in limited amounts in accordance with The Technical Instructions for the Safe Transport of Dangerous Goods by Air (Doc 9284) and in the amount permitted by the relevant regulatory authorities.
Chapter 7. Right to refuse baggage acceptance for transportation
7.1. Checked baggage of the passenger who did not show up to boarding is subject to unloading from the aircraft.
7.2. The Airline has the right to refuse to accept baggage as checked if it is not properly packed in suitcases with locks or other appropriate containers that ensure safe baggage transportation and handling using conventional means of cargo handling.
7.3. The Airline has the right to refuse and may refuse the carriage or further carriage as baggage of the items specified in paragraphs 6.1-6.3 of this section, if on the basis of the relevant documents it is discovered that such items contain any unauthorized materials or objects. The Airline is not responsible for things it refuses to accept for carriage as luggage.
7.4. The Airline may carry the items specified in paragraphs 6.1, 6.2 of this section as unaccompanied baggage (cargo) on passenger`s request following the requirements of Chapter 9 of this section.
Chapter 8. Right of inspection
8.1. In order to ensure flight safety and detection of items determined in Chapter 6 paragraphs 6.1 and 6.2 of this Section, Airline has the right to require the passenger to undergo security control, which is carried out by the aviation security services of the Airline, the airport and provide baggage for inspection, and also has the right to inspect or arrange baggage inspection in the absence of the passenger.
If the passenger refuses to fulfill such a requirement, the Airline may refuse to transport the passenger and/or the baggage.
8.2. The Airline is not liable for damage caused to the passenger or his/her baggage in case of detection during the inspection or other types of security controls of items prohibited for air transportation, except for in cases of negligence of the Airline.
8.3. The Airline or the service agent shall perform the procedure for identifying the checked baggage of the passengers who did not arrive on board the aircraft or left it before the departure.
Chapter 9. Unaccompanied baggage
9.1. At the passenger's choice and with the consent of the Airline, baggage can be arranged as unaccompanied baggage.
9.2. Unaccompanied baggage is accepted for air transportation between the same points of passenger’s travels, according to the ticket and only after the passenger has independently cleared the baggage.
9.3. Air transportation of unaccompanied baggage is confirmed by the air waybill and is carried out in accordance with the rules of cargo air transportation and the Airline and is paid according to the fares for transportation of cargo established by the Airline.
Chapter 10. Cabin baggage
10.1. As cabin baggage are accepted items that have weight and dimensions established by the rules of the carrier, which allows to place them safely in the aircraft cabin on the baggage racks or under the seat. It is forbidden to place cabin baggage and things allowed for the transportation in the aisles of the aircraft cabin.
10.2. For items that do not comply with the requirements for cabin baggage established by the Airline or which are not allowed to be carried in the passenger cabin of the aircraft the rules for checked baggage shall be applied.
10.3. Cabin baggage should not contain any cutting or sharp items, including manicure scissors and nail files, medical injection needles, knitting needles, metal knives, corkscrews, objects, devices and toys imitating all types of weapons, cigarette lighters in the form of pistols and other types of weapons, as well as items with blunt edges which can cause bodily harm.
It is also forbidden to transport any liquids, suspensions, creams, pastes with a capacity of more than 100 ml (grams) in one bottle (tube) on board the aircraft in cabin baggage. The total volume of these substances in cabin baggage, packed in containers with a capacity of up to 100 ml (grams), should not exceed 1 liter (kg) per passenger. In the case of using equipment for testing liquids, aerosols and gels, their volume for air transportation is not limited.
Items and substances prohibited for carriage in the passenger cabin, but allowed for carriage in baggage are determined by the aviation regulations of Ukraine.
10.4. The passenger is responsible for the cabin baggage during the whole transportation.
Transportation of some categories of baggage
Chapter 1. Baggage transportation in passenger cabin
1.1. The Airline has the right to accept for air transportation in the cabin of the aircraft the items that are indicated in Section XI Chapter 6 paragraph 6.2 of these Rules and require special precautions during air transportation or special handling conditions.
1.2. Items that the passenger considers unsuitable for transportation in the cargo compartment of the aircraft are accepted for transportation in the passenger cabin only by prior agreement with the Airline and in compliance with these Rules. The transportation of such items is paid by the passenger in accordance with the tariffs of the Airline and depending on the number of passenger seats required for their transportation.
1.3. The weight of one non-standard piece of baggage transported in the cabin of the aircraft should not exceed 80 kg, and its size should make it possible to place this piece on a separate passenger seat(s). Package of the baggage transported in the cabin of the aircraft must ensure its proper fastening on the passenger seat(s) and meet sanitary standards.
1.4. Delivery of baggage which is carried in the passenger cabin to the aircraft, its loading, placement in the cabin of the aircraft, unloading and transportation within the airport terminals is carried out by the passenger or, upon his (her) preliminary order and payment for these services, by the relevant airport services.
Chapter 2. Transportation of animals (birds)
2.1. The Airline transports dogs, cats, birds and others that do not pose a potential danger to passengers, crew and do not affect flight safety.
2.2. Air transportation of animals (birds) is subject to permission from the Airline upon booking prior to transportation. Animals to be transported shall be properly placed in containers/cages and shall have valid certificates of vaccination and health status, permission to import into the country of destination or transit. Animals must be clean, tidy and free from unpleasant odors.
The Airline has the right to determine the transportation method and limit the number of animals allowed for transportation on one flight.
2.3. Transportation of animals accepted as checked baggage together with a container and food shall be paid for as an additional service for which the passenger must pay in accordance with the tariff established by the Airline.
2.4. Service dogs that help government employees, rescue teams are transported free of charge with containers and food for them. Such transportation must be previously agreed with the Airline.
2.5. In the passenger cabin of the aircraft it is allowed to carry:
- - service dogs accompanied by a dog handler;
- - service animals, including guide dogs for blind and deaf passengers, provided that the animals have a collar and muzzle;
- - small animals, the weight of which together with the means of transport does not exceed 8 kg.
On the flights of BEES AIRLINE LLC it is allowed to transport no more than 6 containers with live animals in the passenger cabin (depending on the type of aircraft). The size of the container for transportation of live pets in the passenger cabin of the aircraft should not exceed 115 cm in the sum of three measurements.
The container with live animals during air transportation should be placed under the seat. Do not place the container with a live animal on the baggage racks or in a separate passenger seat.
The service dog or guide dog must be at the feet of the dog handler/passenger, and cages with birds should be covered with a dense opaque fabric. The passenger is responsible for the animal being transported in the passenger compartment.
2.6. Animals weighing more than 8 kg with a means of transportation are transported only in the cargo compartments of the aircraft (except guide dogs and service dogs).
2.7. The passenger is obliged to provide all the documents necessary for the transportation of animals, provided for by the current legislation of the country of departure, destination or transit. The Airline shall not bear responsibility for injury, loss, delay, illness or death of such animals in case of refusal to entry into the country of destination or transit, unless such damage was caused as a result of the negligence of the carrier.
2.8. If the passenger fails to fulfill the requirements of paragraphs 2.1-2.7 hereof the Airline has the right to make a final decision on air transportation or refusal to transport animals (birds) at its discretion during check-in of the passenger.
1. Regular flights are operated in accordance with the aircraft's schedule, which is drawn up by the Airline, published in the ARS/GDS and published on the Airline's website. The Airline may issue an advertising schedule. By placing the data in ARS/GDS the Airline guarantees that the information placed by it or provided for placement in other automated systems is accurate, faithful and exhaustive.
2. The Airline shall not bear the responsibility for errors and omissions in schedules or other published flight timetables of other air carriers.
3. The ground service agent and/or airport operators are entitled to issue joint schedule of all carriers operating flights to/from the airport.
4. The departure time of the flight and the type of aircraft indicated in the schedule or other published flight timetables of the Airline, with the exception of the departure time indicated in the ticket, are not guaranteed and are not an obligatory term of the air transportation agreement. The Airline has the right to change the departure time of the flight and promptly informs the passenger about it.
5. The Airline has the right to change the type of aircraft without notifying the passenger about it.
6. The Airline or the service agent (airport operator) provides passengers at the airport with visual and acoustic information regarding:
- - time of departure and landing of the aircraft;
- - place, opening and closing time for check-in;
- - place, start and finish time for boarding the aircraft;
- - delay or cancellation of the flight and the reasons for the delay (cancellation) of the flight.
Flights delay and cancellation
1. The Airline has a right to delay or cancel the flight both for commercial reasons and for reasons beyond its control.
2. The Airline shall take all necessary measures to avoid delays in the transportation of passengers and baggage.
3. In case of extraordinary circumstances, the Airline has the right to cancel or delay a flight or cancel a previously approved booking without notifying the passenger. In other cases, the Airline or its sales agent is obliged to notify the passenger about the delay or cancellation of the flight no later than 3 hours before the start of check-in.
The Airline shall enter information on the delay or cancellation of the flight to the ARS/GDS no later than 8 hours before the departure. Otherwise, the Airline independently informs the passenger about the delay, cancellation of the flight or cancellation of the booking and is responsible for the timely informing of the passenger.
In case of extraordinary circumstances, the Airline may land at an airport not provided for in the flight schedule. In this case, transportation to the airport where the passenger was supposed to arrive on the flight indicated in the ticket is carried out at the expense of the Airline.
4. In case of a flight delay, the Airline shall independently or through the service agent (airport operator) inform the passengers by available means at the airport of departure every 30 minutes about the estimated time of flight delay and the expected time of departure.
5. In case of flight delay beyond reasonable time or flight cancellation, the Airline shall notify the State Aviation Administration of Ukraine not later than 12 hours after departure of the delayed flight or decision on flight cancellation on the reasons for flight delay and cancellation and service provided to passengers during such delay or flight cancellation.
6. In case of registration of transportation with different tickets and causing the passenger losses related to being late to the transfer point to continue the trip, the question of reimbursement for losses by the Airline that delayed the flight is considered in the complaints procedure.
Rights of the passengers in case of refusal to transport, cancellation or delay of flights
Chapter 1. Procedure for reimbursement
1.1. The provisions of this section shall apply to passengers on scheduled and charter flights who are denied transportation against their will or whose flight is canceled or delayed, provided that the passenger has a confirmed booking for the relevant flight except for the case of cancellation specified in Section XIV of these Rules, present for check-in at the time specified in the Airline's rules and specified in writing (including electronic means), or, if the check-in time is not specified, no later than 45 minutes before departure or booked a flight delayed/rescheduled by the Airline or by the aircraft charterer (tour operator) to another flight, regardless of the reasons.
In case of denial of transportation, cancellation or delay of the flight, regardless of the duration, passengers with disabilities or limited mobility and persons accompanying them, as well as unaccompanied children, in accordance with this chapter, are entitled to get assistance first.
1.2. The provisions of this section are not applied to the passengers traveling free of charge or at a reduced cost, which is directly or indirectly not available to other passengers. However, these provisions should be applied to the passengers whose tickets have been issued under the frequent flyer program (loyalty program) of the Airline.
1.3. If the Airline pays the compensation or provides the services provided for in this section, no provision of these Rules can be interpreted as limiting its right to demand reimbursement by the way of recourse from any person, including third parties, in particular claims for reimbursement from a tour operator or another party with which the Airline has executed an agreement. Respectively, none of the provisions of these Rules shall be interpreted as limiting the rights of the tour operator or third parties, other than the passenger, with which the Airline has executed an agreement, to demand reimbursement or compensation from the Airline in accordance with the law.
1.4. The distances specified in this section are measured by the orthodromic distance method.
1.5. In the case of obligations to passengers on a flight that is performed on the basis of a codesharing agreement, the actual carrier is responsible for providing the service and paying reimbursement. If the number of passengers having a confirmed booking exceeds the number of available seats in the unit, the carrier which carried out the resale provides the service and payment of reimbursement.
1.6. In case of non-payment of the monetary reimbursement provided for by this section at the airport where the transportation was refused or the flight was canceled, the reimbursement provided for by this section is paid upon written request from the passenger. The Airline should give an answer within the time period stipulated by the Law of Ukraine “On citizens' appeals”.
1.7. The flight is considered performed in case of transfer of its performance to another air carrier, which provides transportation of all passengers of the transferred flight by a specially organized flight.
A change of departure or arrival aerodrome within one administrative-territorial unit cannot be considered as a flight cancellation.
Except in case of cancellation of the flight by the Airline, the flight is considered canceled in case of delay in departure for more than 48 hours.
Chapter 2. Reimbursement to the passenger in case of denied transportation
2.1. If the Airline reasonably expects that the passengers will be denied boarding, it first looks for volunteers who are ready to refuse their confirmed reservation in exchange for an agreed remuneration between the passenger who voluntarily refuses to board the flight and the Airline.
2.2. In addition to paying remuneration, the Airline offers to the passenger to choose:
- - reimbursement of the cost of air transportation within seven days which must be paid in cash, by electronic bank transfer, bank order or bank cheque or (if there is a witnessed written consent of the passenger) in the form of traveler cheques and/or other services, reimbursement of the full cost of the ticket at a price by which it was purchased, for the unused part of the ticket and for the used part or parts of the ticket, if the flight no longer meets the passenger's needs, and also provision (if necessary) of the return flight to the initial point of departure at the earliest opportunity;
- - change of the route that should be carried out under relevant transport conditions: to the final destination at the earliest opportunity or to the final destination at a later time at the request of the passenger and subject to availability.
2.3. Transportation of the passenger from the airport where denied transportation has occurred to the airport from which the alternative route proposed by the Airline starts, and from the airport of alternative landing to the airport where the passenger was supposed to arrive on the flight transportation on which was denied, is carried out by the Airline at its expense.
2.4. If there are no passengers who agree to voluntarily refuse to travel on this flight, or their number is insufficient, the Airline has the right to deny the passenger transportation against his (her) will.
2.5. If the passengers are denied transportation against their will the Airline pays them reimbursement in the following amounts:
When determining the distance, the last point is taken as the basis in which refuse to transport the passenger or non-fulfillment of a previously planned flight, for which at least one seat has been reserved, will create a delay in the arrival of passengers at the scheduled time.
2.6. The Airline has the right to reduce the amount of reimbursement specified in chapter 5 of this section by 50% if the passenger was offered rerouting to his destination point by alternative flights, the arrival time of which does not exceed the scheduled time by:
- - two hours - for flights with a range up to 1,500 kilometers or less;
- - three hours - for flights with a range from 1,500 to 3,500 kilometers;
- - four hours - for flights not specified in the second and third items of this paragraph.
2.7. Payment of the reimbursement does not release the Airline of the obligation to offer the passenger a choice of services and reimbursement of expenses specified in paragraph 2.2 of this Chapter and paragraph 3.5 of Chapter 3.
Chapter 3. Reimbursement to the passenger in case of flight cancellation
3.1. In case of flight cancellation, passengers are offered services in accordance with Chapter 2 paragraph 2.2 of this section and reimbursement in accordance with Chapter 2 paragraphs 2.5 and 2.6 of this section. The passenger has a right to reimbursement if he (she) was not informed about the cancellation of the flight:
- - two weeks before the scheduled departure time;
- - within the period of not more than two weeks and not less than seven days before the scheduled departure time, and if it was proposed the rerouting that gave the opportunity to leave the departure point not later than 2 hours before the scheduled departure time and arrive at the final destination not later than 4 hours after the scheduled arrival time;
- - less than seven days before the scheduled departure time, and if it was proposed the rerouting that gave the opportunity to leave the departure point not later than an hour before the planned departure time and arrive at final destination not later than two hours after the scheduled arrival time.
3.2. By canceling or delaying a flight the Airline provides the passengers upon their request with an explanation concerning reasons for canceling or delaying the flight. If it is necessary to ensure timely transfer of transit passengers to connecting flights the Airline offers them alternative transportation routes as soon as possible.
3.3. The Airline is not obligated to pay reimbursement in accordance with paragraphs 2.5 and 2.6 Chapter 2 of this Section if it can provide confirmation that the flight was canceled due to extraordinary circumstances or force majeure that could not be prevented even if all measures were taken.
3.4. The evidence of informing the passenger about the rules and conditions of transportation, the procedure for booking seats on flights, fares, taxes (charges), schedule and terms of the flight lies with the Airline, its sales agent, tour operator and other authorized organizations, etc. upon where the air transportation agreement was executed.
3.5. In case of cancellation of the flight by the Airline and when the passengers continues to travel on another flight(s) or on another route, passengers should be offered and provided free of charge:
- - food and cool drinks according to the new flight waiting time;
- - hotel accommodation in cases where passengers are forced to wait for departure for one or more nights or if the time of additional waiting for the departure is longer than expected;
- - ground transfer on the route airport – hotel – airport;
- - two telephone calls or telex, fax messages or e-mail messages if there are technical specifications.
3.6. The Airline pays special attention to the needs of passengers with disabilities or reduced physical capabilities and persons who accompany them, as well as to the needs of children, including those traveling unaccompanied by adults.
Chapter 4. Reimbursement to the passenger in case of flight delay
4.1. The Airline should provide passengers with food and cool drinks according to the standards established by it and the opportunity to make two free calls or send telex, fax or e-mail messages, if there are technical conditions for this, in case of a flight delay for a period:
- - two hours or more after the scheduled departure time of a flight with a range up to 1,500 kilometers or less;
- - three hours or more after the scheduled departure time of a flight with a range from 1,500 to 3,500 kilometers;
- - four hours or more after the scheduled time of departure of the flight for all flights not specified in second and third items of this paragraph.
Chapter 5. Reimbursement to the passenger for changing in class of service
5.1. The Airline shall not require any additional payment if it places the passenger in the class of service higher than the one indicated in his (her) ticket.
5.2. If the Airline places the passenger in a service class lower than the one indicated in his ticket then it shall reimburse the passenger within seven days:
- - 30 % of the applied tariff for all flights with a range up to 1,500 kilometers or less;
- - 50 % of the applied tariff for all flights with a range from 1,500 to 3,500 kilometers;
- - 75 % of the applied tariff for all other flights not specified in the second and third items of this paragraph.
5.3. Reimbursement for placing a passenger in a class of service lower than the one indicated in his (her) ticket is calculated for the segment in which the reduction in class of service was carried out, using the method of prorate division.
Reimbursement for delay in baggage transportation
1. Reimbursement for the delay in baggage transportation is determined based on the need to provide the passenger with basic necessities. In any case, such reimbursement is limited by the amount of USD 50 (or the equivalent in another currency).
2. Reimbursement is offered to the passenger in case of non-arrival of the baggage to the destination point together with the passenger, if the destination point is not the place of passenger’s permanent residence.
Obligations of the airline to inform passengers about their rights
1. During check-in the Airline provides passengers with legible and clearly visible information of the following content: “If you are denied transportation or your flight is canceled or delayed for at least 2 hours, please ask at check-in desk or gate a written notification indicating your rights in particular regarding reimbursement and assistance".
2. The Airline, if it denies transportation or cancels the flight, provides each passenger whom it may concern with a written message which sets out the rules for providing passengers with reimbursement and assistance. The Airline provides the same message to the passenger whose flight is delayed for at least 2 hours. Contact information for sending inquiries regarding violation of the passenger’s rights for reimbursement or assistance shall be provided in a written form.
3. In order to inform the deaf passengers and those with visual impairments and other significant health deficiencies that make it difficult or impossible for them to independently familiarize themselves with visual or acoustic information appropriate alternative means of information should be used at the airport of departure/arrival.
Chapter 1. General refund procedure
1.1. Refund for unused ticket (part of it) is made by the Airline at the place of purchase of the ticket or at the head office of the Airline (transportation sales office of the Airline) and in the currency in which the ticket was paid.
The refund by the Airline in Ukraine is made in the national currency of Ukraine. Refund at the representative offices of the Airline is made in accordance with the applicable laws of the host state.
If the payment was made by electronic means of transferring funds (by credit card), the funds are returned to the payment card from which the payment for the ticket was made.
1.2. Amount refunded for unused ticket (its part) depends on the applied fare and fare standards of the Airline and the type of denial of transportation (voluntary or involuntary).
1.3. Refund is made on the basis of a fully or partially unused transportation document, miscellaneous charges order, receipts of payment for excess baggage.
1.4. Refund is made:
- - to the person indicated in the ticket – in case of payment for transportation by cash or bank transfer;
- - to the account of an enterprise, institution, etc. – in case of payment by clearing operations;
- - to the account of the owner of the credit card by which transportation was paid (in case of termination of activities of the bank, funds may be transferred to the account in another bank);
- - to the sponsor who paid for the transportation, in case of issuing a ticket upon the notification about advance payment (Prepaid Ticket Advice – PTA).
The refund is made subject to the presentation of identity documents and documents confirming the right to receive monetary amounts specified in paragraph 1.3 hereof.
1.5. Refund is made by the Airline on the day of termination of the air transportation agreement (presentation of tickets at the box office at the place of registration, receipt by the Airline of a written request from the passenger to refund for unused air transportation issued by e-ticket), and in case of impossibility to refund on the day of termination of the air transportation agreement - in another term by agreement of the parties, but not later than within seven days. The refund period is calculated from the day following the day of receipt by the Airline or the sales agent of the documents required for the refund operation.
Chapter 2. Refund
2.1. Involuntary refund or re-booking without penalty is made in the following cases:
- - cancellation, rescheduling, delay of the flight for which the passenger has the seat booking and the issued ticket;
- - incorrect issuance of transportation document because of the fault of the Airline or the agent;
- - change of class of service or type of the aircraft;
- - impossibility to provide the passenger with a seat in accordance with the reservation;
- - failure by the Airline to provide connection with the flight for which the passenger has a confirmed booking and which is indicated in the same ticket as the previous one;
- - denial of transportation due to non-payment by a passenger of a fare, state duties, taxes or charges (fees) in case of changes in fares or rules for their application compared to those that were valid on the day of departure of the passenger from the initial airport indicated in the ticket;
- - application by the Airline of its right to refuse to transport for the reasons set forth in Section X paragraphs 1 and 7 of these Rules;
- - passenger’s death or illness or death or illness of his (her) family members travelling with him (her) if appropriate supporting documents are available;
- - in other cases of passenger’s refusal from air transportation or refusal of the Airline to transport a passenger that occurred because of the fault of the Airline.
22.2. In case of involuntary refund the amount refunded to the passenger shall be equal to:
- - the amount that is equal to the full cost of the ticket at the price it was purchased if either part of the ticket has not been used;
- - the amount equal to the fare for the unused part of one-way transportation and unused state duties, taxes, airport charges (fees) and unused charges (fees) of the Airline from the place where the refusal of transportation occurred to the destination place if any part of the ticket was used.
The amounts provided for by this paragraph shall not include the amount of reimbursement provided for in Section XV of these Rules.
2.3. In the case of a voluntary refund, that is, if the passenger wants a refund the amount paid for the ticket, and such a refund is permitted by the fare application rules this amount is calculated in accordance with the fare standards of the Airline. The passenger is also refunded the sum of all unused state duties, taxes, airport charges (fees) and charges (fees) of the Airline.
2.4. In case of a refund for an unused ticket or its part, including involuntary one, the fee for issuing air transportation is not refunded, except for the case of a refund due to the fault of the Airline. The fee for the operation of the refund in case of the involuntary refund is not charged.
Chapter 3. Right to refuse a refund
3.1. The Airline has the right to refuse to refund, with the exception of all state duties, taxes, airport charges (fees) and unused charges (fees) of the carrier, if:
- - an application on refund was submitted by the passenger after the expiration of the ticket, as defined in Section III Chapter 4 of these Rules, as well as in other cases provided for by these Rules;
- - the ticket was purchased at a special fare and the rules for its application do not provide refund (in case of purchasing the ticket at such a special fare, the passenger is informed by the Airline or its sales agent about this when making the reservation, and the ticket should be marked with a respective mark).
3.2. If the ticket has been loss, refund is made by:
- - the airline which is the owner of ticket stock (“contracting carrier”) if the ticket was issued under an interline agreement;
- - airline which is the actual carrier, if the ticket was issued on the stock of the airline that operates the flight.
Refund can be made if the lost ticket (or its part) was not used or changed and no refunds were made on it.
The Airline has the right to take a penalty (fee) from the refunded amount established by the Airline for such cases.
3.3. Funds for the duplicate ticket and for the lost ticket are refunded in a claim and/or judicially.
3.4. Refusal to refund to a passenger does not deprive the passenger of the right to file a claim to the Airline or to sue in court.
1. Behavior of passengers on board the aircraft must be such that, according to the Rules of the Airline, does not pose a danger or threat to other persons, things, the aircraft or the crew. The passenger shall not interfere with the crew during the fulfillment of their duties and must follow the instructions of the pilot-in-command and the crew to ensure the safety of the flight and the aircraft and the safe, efficient and comfortable flight of the passengers. The passenger must not take actions that cause or may cause dissatisfaction of other passengers.
2. In order to ensure flight safety, the Airline has the right to prohibit or to limit the use of electronic equipment, mobile telephones, portable equipment, CD players, transmitting devices, including radio-controlled toys, walkie-talkies, etc. on board the aircraft, except for artificial ear devices and cardiac pacemakers.
3. On board the aircraft the passenger has no right to be intoxicated or under the influence of any other substance that could lead to danger or constitute a danger to other passengers, property, the aircraft or its crew. Drinking of any alcoholic beverages on board the aircraft is permitted only in the amounts offered by the Airline.
4. Regardless of the flight range, smoking is prohibited on board the aircraft.
5. If the passenger does not comply with the provisions of paragraph 2 - 4 of this section, the Airline has the right to take such measures, as the situation requires and which the Airline will consider necessary to prevent such behavior. Such measures may include limitation of the passenger’s movement on board the aircraft, disembarkation of the passenger, refusal to board an aircraft at any point of the route of transportation, and transferring the passenger to local governmental bodies for taking relevant measures of influence.
6. If the passenger does not follow the provisions of this section or acts otherwise without fulfilling the Rules established by the Airline, the Airline has the right to deny the passenger in further transportation.
The Airline, in accordance with the provisions of Articles 90, 91 of the Air Code of Ukraine, has the right to maintain the established procedure and apply deterrence measures against offenders on board the aircraft.
7. If because of the forbidden behavior of the passenger the Airline was forced to take certain actions that incurred additional expenses, the passenger is obliged to reimburse the Airline for such expenses in accordance with applicable legislation.
Arrangements between carriers
1. These Rules cover air transportations that are carried out in accordance with commercial agreements between carriers (agreements on joint usage of codes (codesharing agreements), interline agreements, even if another carrier than one that actually performs the transportation is specified in the ticket. If there is any commercial agreement the carrier or its sales agent must provide the passenger, during the booking, with information on which carrier is contractual and which actually performs the transportation.
During the check-in for the flight this information is provided to the passenger by the actual carrier or its authorized service agent at the airport of departure.
2. If the passenger has concluded an agreement on air transportation with the provision of additional prepaid services, then for failure to provide such services the carrier bears liability to the passenger which is limited by the amount paid for non-provided services.
1. Air transportation which will be carried out sequentially by several carriers is considered a single transportation, if from the beginning of transportation these airlines considered such an operation as a single transportation and such transportation was issued with a joint ticket.
2. In case of a single transportation, each air carrier accepting passengers and baggage (cargo) for such transportation and providing its services falls within the scope of these Rules regarding transportation carried out.
3. The air carrier that issued the ticket or the first air carrier indicated in the ticket or in the joint ticket is not responsible for the transportation that occurred on the segment(s) of carriage of another air carrier(s), including the delay in the transportation of the passenger or baggage on such segments.
4. In case of destruction, loss, damage, delay in the transportation of the baggage, the passenger has the right to claim or to sue in court against the first or the last carrier, as well as against the carrier that carried out the transportation during which the destruction, loss, damage, delay in transportation occurred.
5. If it is impossible to determine the carrier that carried out the transportation during which the destruction, loss, damage, delay in the transportation of baggage occurred, the joint responsibility to the passenger shall be borne jointly by the air carriers that participated in the transportation.
1. The time period of air transportation does not include any transportation by land, sea (river) means of transport that are carried out beyond the airport area. However, if such transportation is carried out according to the carriage contract for the purpose of boarding, disembarkation, loading, delivery, reloading, any harm (until the opposite is proved) is considered a result of an event that occurred during the time period of air transportation. If without the passenger’s consent the Airline fully or partially replaces the transportation, which by agreement of the parties must be carried out by air transport, by transportation by any other mean of transport, such transportation by another mean of transport shall be considered as transportation carried out during the period of air transportation.
2. In case of multimodal transportation carried out partly by air and partly by any other means of transport, the provisions of these Rules subject to paragraph 1 of this Section are applied only to air transportation.
3. Any provision of these Rules does not prohibit the parties in the case of multimodal transportation to include in the ticket the provisions that concerns transportation by other means of transport, provided that the provisions of these Rules are applied only to air transportation.
4. Transportations by other means of transport subject to the provisions of paragraph 1 of this Section will be offered by the Airline only as a by the agent of the carrier by another mode of transport, including if the ticket indicates such transportation under the code of the Airline.
The liability of the Airline for any improper transportation of the passenger, destruction, loss, damage, and delay in the transportation of the baggage that occurred during the transportation by such other means of transport is limited to reimbursement of the amount paid by the passenger for such transportation.
Air transportation carried out by non-contract carrier
1. The provisions of this section are applied when the carrier (hereinafter referred to as the contract carrier) as the main party enters into a transportation contract with the passenger or with a person acting on behalf of the passenger, and the actual carrier under the contract performs the whole transportation or a part of it, but is not a consecutive carrier in relation to such a part within the meaning of Section XXI of these Rules.
2. In the case of the transportation specified by the paragraph 1 of this Section, the contract carrier is subject to these Rules and the Rules of the SAAU in relation to the whole transportation, and the actual carrier – only in relation to the transportation that it performs.
3. The amount of liability of the actual carrier and the contract carrier is limited by the norms established by these Rules and the Rules of the SAAU.
1. The Airline performing non-scheduled transportations, when concluding an agreement with the customer should provide the services and refunds provided for by these Rules. The Airline executes an agreement for air transportation separately with each passenger. The issue of reimbursement by the Airline for expenses associated with a delay or denial of transportation should be reflected in the agreement between the Airline and the customer of the non-scheduled flight (block of seats).
Tickets for non-scheduled flights are considered invalid until the date of payment the cost of the non-scheduled flight to the Airline, which actually performs the flight. Refunds and confirmation of the booking are carried out in accordance with the terms of the contract concluded between the Airline and the customer of the non-scheduled flight.
2. Tickets for non-scheduled flights are valid only for transportation on the dates and flights indicated in the tickets. The customer of the non-scheduled flight may change the departure and return flight dates, provided that such changes are agreed by the customer of the flight (the contract carrier) with passengers and the actual carrier (flight operator).
3. Provisions set forth in Chapters 4, 5 of Section III; Sections IV, V; Chapters 1, 4 of Section VI; Section XVIII of these Rules are not applied to non-scheduled transportation.
Chapter 1. Travel Documents
1.1. The passenger is responsible for obtaining all the documents necessary for the trip, in particular visas, permissions, certificates, etc., as well as for fulfilling the requirements of the legislation regarding the departure, entry, transit of the country of departure, arrival and transit. The Airline is not responsible for the consequences of non-compliance by the passenger with the requirements of the laws of the countries of departure, arrival and transit, or if the passenger does not have the necessary travel documents.
1.2. At the request of the Airline, the passenger is obliged to present to the authorized persons of the Airline, representatives of the relevant state authorities all documents for departure, entry, transit, health status and other documents that are required by applicable laws, and allow the Airline to make and keep copies of the documents or otherwise store the data contained in the relevant documents.
The Airline has a right to deny transportation to a passenger who does not observe applicable laws or whose documents are not properly issued.
Chapter 2. Denial of entrance to a country
2.1. The Airline is not responsible for the refusal to the passenger to enter the country (destinations, transit).
2.2. The passenger is obliged at the request of the Airline or state authorities to pay the corresponding tariff for return transportation, if he (she) is requested to return to the point of departure or another place due to the refusal of the destination country to accept such a passenger regardless of whether this country is the destination or transit country.
The Airline may use funds to pay for such transportation from any funds previously paid by the passenger to the Airline and remained at the disposal of the Airline for unused transportation, or any passenger's funds that are at the disposal of the Airline.
2.3. The Airline has the right not to return the amounts paid by the passenger for the transportation performed to the place where the passenger was denied entry, or the point of deportation.
Chapter 3. Responsibility of the passenger
3.1. If the Airline is required to pay or deposit any amount, pay a fine, or provide a financial guarantee due to the fact that the passenger has not complied with the requirements of the applicable laws of the country of departure, arrival and transit, or has not submitted the necessary documents for the trip, or presented fake documents, or documents containing false information, the passenger must, at the request of the Airline, reimburse it the amount paid or deposited and the other related expenses of the Airline.
3.2. The Airline has the right to use for coverage of such expenses any funds previously paid by the passenger and remaining at the disposal of the Airline for unused transportation, or any funds of the passenger that are at the disposal of the Airline, or may refuse to carry it if the passenger has not reimbursed to the Airline for such expenses.
Chapter 4. Customs clearance, aviation safety inspection, border control and other types of control
4.1. When performing international air transportation, passengers, their checked baggage and cabin baggage must be checked for aviation security and border control, as well as at the request of customs and other authorized bodies - other types of control.
4.2. When performing domestic air transportation, the passengers, their checked baggage and cabin baggage must be checked for aviation security, at the request of other authorized bodies - other types of control.
4.3. Personnel of the Airline, airport operators and service agents who are in direct contact with passengers should be trained in the prevention of trafficking in human beings. The cabin crew is trained in the prevention of trafficking in human beings in accordance with the guidance material provided in the Guidelines for Training Cabin Crew on Identifying and Responding to Trafficking in Persons (Circular 352).
The responsibility of the airline and compensation for damage
Chapter 1. Death and injury to the passenger. Damage to the baggage
1.1. The Airline shall be liable for damage resulting in the death or personal injury of the passenger only if the event that caused the death or injury occurred on board the aircraft or during boarding or disembarkation of the passenger to/from the aircraft.
1.2. The Airline shall bear the responsibility for damage caused in the case of destruction, loss or damage to checked baggage, only on condition that the incident that caused the destruction, loss or damage to the baggage occurred on board the aircraft or when the Airline was responsible for keeping checked baggage. The Airline shall bear the responsibility for damage caused through its fault or through the fault of its employees or service agents to unregistered baggage, including personal items of the passenger. The Airline is not responsible for damage to baggage due to its defects, characteristics or deficiencies.
1.3. If the Airline acknowledges the loss of checked baggage or if the checked baggage did not arrive within 21 days from the date it was supposed to arrive, the passenger may make to the Airline demands arising from the terms of the contract of transportation and the provisions of these Rules and the Rules of the SAAU.
Chapter 2. Compensation by the Airline for damage caused by delay in transportation
2.1. The Airline is liable for damage caused by delays in air transportation of passengers and baggage, however, the Airline is not liable for damage caused by delays if it proves that it, its employees and sales and/or service agents have taken all possible measures to avoid damage, or that it (they) did not have the opportunity to take such measures.
2.2. For improper transportation of passengers and baggage, the Airline shall reimburse only the actual damages proved by the passenger, but within the limits of liability for damage established by these Rules.
Chapter 3. Exemption from reimbursement for damage
3.1. If the Airline proves that the negligence, wrongful act or omission of the person claiming compensation or the person from whom its rights originated caused or caused the damage, the Airline shall be fully or partially released from liability to the person claiming compensation, in the amount of to whom such negligence, wrongful act or omission has caused harm or its occurrence.
3.2. If a claim for damages caused by the death or personal injury of a passenger is made by a person other than the passenger, the Airline shall be released in whole or in part from liability insofar as it proves that the negligence, other wrongful act or omission of that passenger caused or caused damage.
Chapter 4. Compensation in case of death or personal injury of the passengers
4.1. The Airline cannot exclude or limit its liability for harm resulting in the death or personal injury of the passenger, under the conditions specified in Chapter 1 of this section, in the amount of 128 821 SDR for each passenger.
4.2. The airline shall not be liable for damage caused by the death or personal injury of a passenger, the amount of which exceeds the amounts specified in paragraph 4.1 hereof, under the conditions specified in Chapter 1 of this section, if the Airline proves that: such damage was not caused by negligence or other wrongful acts or omissions of the Airline or its employees or service agents; or such damage is caused solely by the negligence or other wrongful act or omission of a third party.
4.3. The Airline must immediately, but not later than within 15 days after the identification of the individual entitled to receive compensation, make an advance payment, which may be necessary to meet urgent financial needs. In the event of the death of a passenger, the advance payment shall not be less than SDR 16 000.
4.4. When issuing a ticket, the Airline ensures that the passenger is provided with the basic provisions in writing governing the liability of the Airline to the passenger and his (her) baggage. In addition, the Airline provides the passenger with a written message about the applicable limitations of the liability of the Airline regarding the passenger and baggage.
Chapter 5. Limits of liability for damage caused by delay
5.1. The Airline's liability for harm caused by delays in the transportation of passengers by air on any flight is limited to SDR 5346 per passenger.
5.2. The liability of the Airline in case of destruction, loss, damage or delay in the transportation of checked baggage is limited to the amount of 1288 SDR.
5.3. The airline shall not be liable for harm caused by flight delays if it proves that it, its employees and service agents have taken all necessary measures to avoid harm or those measures have not been possible.
5.4. The provisions of paragraphs 5.1, 5.2 of this Chapter are not applied, if it is proved that the damage is the result of the action or inaction of the Airline, its employees or service agents committed intentionally to cause damage or because of criminal negligence and with the knowledge that damage may be caused as a result of such actions, provided that in case of such action or inaction of the employee or service agent it will also be proved that this employee or agent acted within the limits of his (her) duties.
Complaints and claims
Chapter 1. General provisions on the submission of claims and complaints
1.1. Any claim for improper transportation of the passenger or baggage must be submitted in writing to the Airline and delivered or sent within the time period stipulated by the Montreal Convention and the current legislation of Ukraine.
The claim must be accompanied by all the necessary documents confirming the passenger’s right to claim compensation, depending on what the claim is for, including a ticket (itinerary receipt), fiscal receipts for payment of services (except taxi services), a receipt for excess baggage, a tear-off coupon of the baggage identification tag, PIR – Property Irregularity Report, DBR – Damage Baggage Report, certificates of delays and other documents that can speed up the consideration of the claims requirements. The amount of the claim must be proved by the person concerned.
1.2. Claims should be considered pursuant to the procedure established by the Airline. Having received the claim, the Airline within 15 days from the date of registration of the claim shall send the claimant notification-request informing the claimant about the receipt of the claim and the terms for its consideration, and if necessary it shall request additional documents from the claimant and inform him (her) about the terms for consideration of the claim after receiving lacks documents.
1.3. The Airline is obliged to consider the claim and notify the claimant of its satisfaction or rejection with justification of the reasons within three months from the date of its receipt, if the transportation in connection with which the claim was made was completely performed by one carrier. If other airlines took part in such transportation, the term for consideration of the claim may be extended to six months, taking into account the current rules for resolving claims of such carriers.
1.4. A claim for reimbursement for damage caused by the Airline during air transportation may be filed in accordance with the conditions and limits of liability provided for by the Montreal Convention and the legislation of Ukraine, without prejudice to the rights of others to appeal to a court.
1.5. Claims on the liability of the Airline during international transportation regarding improper transportation of the passenger or baggage should be submitted at the choice of the plaintiff to the court at the location (registration) of the Airline, at the place of its main activity (head office) or at the place where the company through which the contract on air transportation was concluded is located, or to the court at the place of destination of transportation within two years from the date of arrival at the place of destination, or from the date when the aircraft was supposed to arrive at the place of destination, or from the date when transportation was terminated. For the flights within Ukraine, claims against carriers arising from the contract for air transportation of passengers and baggage are submitted at the place where the Airline is located.
Claims for the liability of the Airline regarding improper transportation of the passenger can be filed within the time period established by the applicable law without prior raising a claim against the Airline.
1.6. The total amount of reimbursement for damage shall not exceed the limits of liability established by these Rules and the Rules of the SAAU. The contract Airline, the actual carrier, sales and/or service agents who acted within the scope of their duties are liable for the damage caused by them in an amount not exceeding the limits of liability established by these Rules and the Rules of the SAAU applicable to it.
1.7. If claims for reimbursement for damage specified by these Rules are addressed to the employee or a sales and/or service agent of the Airline, he (she) is entitled to refer to the conditions and limits of liability to which the Airline itself has the right to refer if proves that it acted within its official duties.
1.8. In case of the death of the person responsible for the damages, a claim for damages shall be filed in accordance with the provisions of the Montreal Convention against persons who legally represent him (her) or dispose of the property of that person.
1.9. A claim for reimbursement for damage that occurred during the air transportation performed by the actual carrier may be filed, at the option of the passenger, to the actual carrier or to the contract carrier, or to both carriers simultaneously.
1.10. Recalculation of the amounts indicated in the SDR into national currency is carried out in accordance with the value of currencies in the SDR at the rate of the National Bank of Ukraine at the date of the court decision or the decision of the Airline on the passenger’s claim.
Chapter 2. The procedure for filing complaints and claims regarding improper transportation of the passenger
2.1. If a complaint is made or a claim is filed for reimbursement for damage caused as a result of a delay in the transportation of the passenger, the amount of compensation shall be limited to the amount specified in paragraph 5.1 of Chapter 5 of Section XXVI of these Rules. The amount of the claim must be proved by the person concerned.
2.2. Claims for the liability of the Airline for damage caused as a result of death or bodily injury must be filed at the choice of the plaintiff in one of the courts referred to in Chapter 5 paragraph 1.5 of this section. For flights between Ukraine and the European Union, a claim may be filed on the territory of a member state of the European Union in which the passenger has a principal and permanent residence at the date of the event and to/from which the Airline provides services related to the air transportation of passengers on its own aircraft or on aircraft of another carrier on the basis of a commercial agreement, and in which the Airline carries out activities related to the transportation of passengers by air, using the premises, rented by the Airline or another carrier with which it has concluded a commercial agreement, or which belongs to it or to such another carrier.
Claims regarding the liability of the Airline for improper air transportation of the passenger may be filed within the time period established by law without prior raising a claim against the Airline.
2.3. The right to reimbursement for damage is lost if the claim for liability is not filed within the time limit according to the Montreal Convention and the current legislation of Ukraine from the date of arrival at the destination point, or from the date when the aircraft was supposed to arrive, or from the date of termination of the transportation.
2.4. In case of a claim to the Airline relating refund for check-in at the airport because of the impossibility to register via the website, the obligation to prove the opposite is placed on the Airline.
Chapter 3. The procedure for filing complaints and claims regarding improper transportation of the baggage
3.1. The receiving of the checked baggage by a person who has the right to receive it without making any claims provides, before proving the contrary, that the baggage was delivered in a proper condition and in accordance with the carriage document or record stored by other means of storing information. The passenger shall testify to the opposite by issuing the PIR (Property Irregularity Report) or Damage Baggage Report (DBR) before leaving the airport baggage area.
3.2. Claims for damage to baggage, lack of content are submitted immediately or no later than seven calendar days from the date of receipt of checked baggage. In case of delay in the carriage of baggage, the claim must be filed within 21 calendar days from the date when the baggage was handed over to the passenger.
3.3. Claims regarding the loss of baggage are presented to the carrier after the baggage is considered to be lost. Baggage is considered to be lost if it is not found by the results of the search within 21 calendar days from the date following that when the baggage was supposed to arrive at its destination point. In this case, the claim against the Airline should be filed within two years (for international flights) and three years (for flights within Ukraine) from the date of arrival of the aircraft to the destination point or from the date when the aircraft should have arrived at the destination point, or from the date when the transportation was terminated.
3.4. The liability of the Airline regarding destroyed or lost baggage is limited to the amount specified in Section XXVI Chapter 5 paragraph 5.2 of these Rules.
3.5. If a claim is made for damage to the baggage package, the costs of repairing it shall be reimbursed. In case of impossibility of further use of damaged baggage package, its value is subject to reimbursement, which is confirmed by the person concerned.
The Airline is not liable for such types of baggage damage:
- - broken wheels and legs of suitcases, bags, etc.;
- - lost straps and eyelets;
- - slight scuffs or scratches, damage as a result of excessive filling of the suitcase;
- - damage to the handle of a suitcase or bag;
- - damage to fragile items or products that deteriorate quickly;
- - damage to improperly packed items.
3.6. If a claim is made regarding the reimbursement of partially lost baggage weighing up to 1 kilogram, the weight indicators specified in the recommended practice of IATA 1751 (Appendix A) can be used to reimburse the cost of partially lost baggage.
3.7. If a claim is made for reimbursement for damage caused as a result of a delay in the transportation of baggage, the amount of compensation is limited to the amount specified in paragraph 5.2 of Chapter 5 of Section XXVI of these Rules. The amount of the claim must be proved by the person concerned.
3.8. If there are no claims within the time periods specified in paragraphs 3.2, 3.3 of this part for international air transportation, no claims against the Airline for improper baggage transportation are accepted, except in cases where the Airline has used fraud. Claims for improper baggage transportation on domestic flights are made in accordance with the current legislation of Ukraine.
Providing information to passengers
1. The provisions of this section are applied to the Airline and its sales and/or service agents involved in issuing tickets for air transportation in Ukraine.
2. The Airline, its sales agent, in the transportation clearance office place the following information in a visible and accessible place for consumers:
- - its full name, location;
- - copies of the documents (licenses, certificates, attestations) regarding the performance of air transportation (sale of air transportation);
- - contacts of the State Aviation Administration (phone number, email and postal addresses);
- - Rules of the SAAU and the Rules of the Airline.
3. When issuing tickets, the Airline and its sales agent are required to inform the passengers and provide in writing the terms of the contract (of the airline for which the ticket was issued), the fare application rules according to which the ticket was purchased, administrative formalities during the trip on a certain route, important messages regarding the transportation of dangerous substances in baggage and cabin baggage, other messages that the Airline considers necessary to bring to passenger's attention.
In case of the sale of air transportation using the website, this information is communicated to the passenger electronically through the website using which the air transportation is reserved.
Carrying out promotions, the Airline must provide consumers with full information about the cost of transportation, which should include the amount of the fare and all state taxes and fees, airport charges/fares and charges/fares of the Airline.
By paying for a ticket for a flight of the Airline the passenger agrees with all the terms of the air transportation agreement and the rules of the Airline.
4. These Rules and contact information, including the contacts of a 24-hour help desk, are published on the website of the Airline.
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