ENG 
РУС
O'Z
Rules for Passenger Service During Disruptions
| Planned Schedule Change (PSC) and Interruption Operational Procedures (IROP) | PCS | IROP | |
| More than 14 days before departure | From 14 days to 48 hours before departure | Less than 48 hours before departure | |
Travel on the same or an alternative HY flight:
|
No
|
No
|
No
|
| Yes | Yes | Yes |
Providing transportation by other airlines/other transport:
|
Yes |
No |
No |
| Yes | Yes | Yes |
| Involuntary refund of air ticket cost without penalty fees | Yes | Yes | Yes |
| Provision of transportation to and from the hotel | No | No | Yes |
Provision of hotel accommodations during the flight wait:
|
No |
No |
Yes |
| No | No | Yes |
| Provision of drinks and food (drinks for delays of 2 hours or more, food for delays of 4 hours and more) | No | No | Yes |
| Payment by the airline of taxes and fees at transit points and other expenses arising at the request of the transit/destination country | No | No | Yes |
| Payment of compensation/provision of alternative compensatory services in connection with flight delays | No | Yes | Yes |
For IROPs, the deadlines for rebooking/reissuing tickets due to involuntary reasons are:
The ticket must be rebooked/reissued no later than 2 days from the original departure date. The new departure date must be:
- for an interline ticket – no later than 5 days from the rebooking/reissued date.
- for a ticket for an own flight – no later than 7 days from the rebooking/reissued date.
For PSCs, involuntary rebooking/reissuance must be completed before the departure time of the original flight.
A rebooking/reissuance will be considered due to involuntary reasons for any coupon on the reissued ticket if the new confirmed departure date is:
- for an interline ticket – 5 days before and no later than 5 days from the departure date of the original flight;
- for tickets issued for own flights – 10 days before and no later than 10 days from the original departure date.
If the new departure date is not acceptable to the passenger, the ticket is subject to involuntary refund.
Departure delay compensation is provided if the departure delay at the departure airport is four hours or more, or if the arrival delay at the destination is more than four hours. The compensation amount is calculated based on the highest one-way economy class fare with a baggage allowance and no refund restrictions, or the Comfort brand economy class fare published at the delay point for the route segment on which the flight was delayed.
The compensation amount is calculated at 1% of the fare for each hour of delay exceeding four hours, up to a maximum of 25% of the fare. If the passenger declines the offered alternative flight, the compensation amount is 25% of the fare, and the cost of the unused portion of the ticket is refunded. Monetary compensation may be replaced by an alternative service at the passenger's discretion.
Passengers who voluntarily agree to be delayed at their point of departure are provided with:
- standard service in IROP situations (meals, hotel, transportation to and from the hotel);
- compensation, which is calculated starting from the first hour of the passenger's delay at the point of departure;
- one of the bonuses of the passenger's choice – additional baggage allowance, additional FFP points, choice of seat, or Business Lounge service. The bonuses is not provided if the passenger is transferred to flight of another carrier.
Compensation to passengers for improper handling of baggage is paid in accordance with the provisions of the Convention for the Unification of Certain Rules Relating to International Carriage by Air (Warsaw, 12.10.1929), as amended by the Hague Protocol of 28.09.1955, Montreal Protocols No. 1, No. 2, No. 4 (Montreal, 25.09.1975).
The airline reserves the right to refuse boarding to a passenger:
- To prevent violations of government laws of any country from, to, or through which the flight is being carried;
- If the passenger does not have required travel documents with the appropriate validity;
- If the passenger refuses to undergo pre-flight screening or to comply with requirements regarding dangerous items or substances, or refuses to pay for excess or special baggage under the terms and conditions stipulated in the contract of carriage;
- If the passenger displays behavior that disregards social etiquette, is offensive to others, or otherwise violates public order and tranquility, or commits actions that may be considered intentional damage to the property of the carrier or other persons;
- If the passenger's physical and/or mental condition is such that it requires special conditions and assistance, threatens the safety of the passenger or others, as confirmed by objective evidence and medical documents, interferes with the crew's performance of their duties, or creates disorder, irreparable inconvenience, or risks to the passenger, others, and/or their property.
In the situations specified in paragraphs 1-4, refunds are made in accordance with rules of fare used to pay for the ticket. In the situation specified in paragraph 5, refunds to the passenger are made without deduction of penalties, except in cases of refusal of carriage to persons under the influence of alcohol or drugs whose behavior poses a threat to flight safety. In these cases, refunds are made in accordance with rules of fare used to pay for the ticket.