Flight arrangement time is 3 hours from the moment of confirmation of the flight order!

Aviaservice Airline operates flights throughout the Russian Federation, CIS countries, European Union, and Middle East countries, except for the countries within warzones and transit flights over all of Ukraine.

Airplane Flight Rules:

1. Aviaservice Airline recommends passengers to arrive at the airport 30 minutes before the estimated time of departure;
2. Persons under influence of alcohol or narcotics shall be denied boarding;
3. If a passenger’s state of health requires special conditions for air transportation or poses a threat to the safety of the passenger or others, as confirmed by medical documentation, such individuals may be denied boarding;
4. To ensure flight safety, passengers are required to fully comply with all instructions issued by the pilot-in-chief and the crew, and to strictly adhere to aviation security regulations, discipline, and onboard order;
5. Passengers are forbidden:
   • to create situations jeopardizing the flight safety, life and health of passengers and flight crew;
   • to use emergency equipment without relevant instructions from the crew;
   • to damage or remove property belonging to the Airline from the aircraft.

1. Information on matters related to import or export of domestic animals, namely, dogs, cats, ferrets, and rabbits can be found on the official website of the Federal Service for Veterinary and Phytosanitary Supervision (FSVPS) at: http://www.fsvps.ru/fsvps/importExport/pets.html
2. Exotic or decorative domestic animals or birds are imported to the Russian Federation from abroad upon permission of the Federal Service for Veterinary and Phytosanitary Supervision; in case the country of origin is in the list of designated countries as published on the official website of the said organization at: http://www.fsvps.ru/fsvps/importExport/requirements/generalpermits2017.html, the permission of the Federal Service for Veterinary and Phytosanitary Supervision shall be accompanied by the veterinary certificate.
3. The export of exotic or ornamental animals and birds abroad from the Russian Federation by their owners is carried out without the need for authorization from the Federal Service for Veterinary and Phytosanitary Supervision, in accordance with paragraph 4.3 of the Administrative Regulation. In cases where animals are exported without their owners, authorization from FSVPS is required, in accordance with the Administrative Regulation.
4. When domestic, service, or ornamental animals are moved within the territory of the Russian Federation without a change of ownership and not in connection with business activities — excluding their transportation to exhibition events (in accordance with paragraph 16 of the Order No. 589 of the Ministry of Agriculture of Russia dated December 27, 2016) — such movement is carried out without the need to issue a veterinary accompanying document. Veterinary accompanying documents (veterinary certificates, veterinary attestations, veterinary statements) for animals are valid for five (5) days prior to the date of transportation and remain valid until the completion of transportation and/or sale of the animals.

Dangerous goods are substances or articles which, when transported by air, are capable of posing a significant risk to the health and safety of people, property, or the environment.

Items and substances prohibited for air transport include those capable of exploding, undergoing dangerous reactions, igniting, or emitting excessive heat, or releasing toxic, corrosive, or flammable gases or vapors under normal transport conditions. Such goods must not be transported by air under any circumstances.

Aviaservice, LLC does not transport dangerous goods on domestic or international flights.

Full legal name: Limited Liability Company Aviaservice

Abbreviated name: Aviaservice, LLC

INN/KPP: 1624446694/162401001

OGRN: 1141690014487

OKPO: 47072797

OKATO: 92234000061

OKTMO: 92634480101

Type of Activity (according to the All-Russian Classifier of Economic Activities): 51.10.2 — Non-scheduled air passenger transportation

Certificate of Registration in the Unified State Register of Legal Entities: series 16 No. 006916888, issued on February 27, 2014, by the Interdistrict Inspectorate of the Federal Tax Service No. 18 for the Republic of Tatarstan

Registered Address: 420017, the Republic of Tatarstan, Laishevsky Municipal District, Stolbishchenskoye Rural Settlement, Airport Territory, Building 939

Postal Address: 420017, the Republic of Tatarstan, Laishevsky Municipal District, Stolbishchenskoye Rural Settlement, Airport Territory, Building 939

Chief Executive Officer: Ruslan Rafailovich Shakirov

Chief Accountant: Luiza Rasimovna Yunusova

Contact Phone: +7 (843) 537-78-18

Fax: +7 (843) 537-78-19

E-mail: mail@aviaservice.aero

PAO Ak Bars Bank

420066, Kazan, Dekabristov Street, 1

BIC: 049205805

Correspondent Account: 30101810000000000805

Current Account: 40702810400020008401

These Rules determine the procedure for submitting, receiving, and reviewing claims from passengers, shippers, consignees, and other persons (hereinafter referred to as the Claimant) to Aviaservice LLC (hereinafter referred to as the Carrier or the Airline) arising from the contract of air transportation of passengers, baggage, or cargo, as well as from the improper provision of other services by the Airline.

1. The Right to Submit a Claim

Individuals (customers/passengers), legal entities, and individuals representing the interests of individuals/legal entities in accordance with the established legal procedure have the right to file a claim with the Airline.

2. Time limits for filing a claim

2.1. For domestic air transportation:

A claim against the Airline for domestic air transportation can be filed within 6 (six) months.

The specified period is calculated as follows:

• for compensation for damage in the event of missing or damaged (spoiled) baggage, as well as in the event of delayed delivery, from the day following the day of baggage delivery;
• for compensation for damage in all other cases, from the day of the event that served as the basis for the claim.

2.2. For international air transportation:

• in the event of missing or damaged (spoiled) baggage – within 7 calendar days from the date of receipt of the baggage;
• in the event of delayed delivery of baggage – within 21 calendar days from the date of delivery of the baggage to the passenger or the person entitled to receive it.

Luggage is considered to be lost if it is not found during the search within 21 calendar days from the day following the day on which it was supposed to arrive at the destination.

The procedure for submitting a claim to the Airline for international air mail transportation is determined in accordance with the legislation of the Russian Federation and international treaties of the Russian Federation.

3. The procedure for submitting a claim

Claims are submitted to Aviaservice Airlines LLC in the following form:

• in writing – at the Airlines office or by post to the following address: Republic of Tatarstan, Laishevsky District, Stolbishchenskoye Rural Settlement, Airport Territory, Building 939;
• in the form of an electronic appeal, on the Airlines website: https://aviaservice.aero;
• in the form of an electronic appeal, to the Airlines' email: mail@aviaservice.aero.

The claim must be accompanied by originals (if available) or properly certified copies of documents confirming: the conclusion of an air transportation contract (ticket), the fact of damage (PIR), and the amount of damage caused (fiscal documents).

Attention! Claims and the documents (information) attached to them, received by phone, stated verbally, left as messages on the website, which do not contain a signature, as well as those containing unreadable text, are not considered to have been submitted in compliance with the requirements for the claim settlement procedure and are not subject to consideration.

4. The period for reviewing a claim

The period for reviewing each claim is 30 (thirty) calendar days from the date of receipt. The airline is obliged to review the claim within this period and notify the Applicant in writing of the satisfaction or rejection of the claim.

5. The content of the claim statement

The claim statement must include the following information:

• the name of the carrier, Aviaservice LLC, to which the claim is made;
• the name and address of the person submitting the claim, or the name and address of the representative, if the claim is submitted by a representative;
• the circumstances of the incident that are the basis for the claim;
• the applicant's requirements;
• the amount of the claim and its reasonable calculation;
• the bank details for transferring the refund (if it is preferable to receive the funds in a non-cash form);
• the individual's TIN for transferring the refund (if it is preferable to receive the funds in a non-cash form);
• the list of documents attached to the application;

6. Documents attached to the claim

The following documents are attached to the claim (depending on the nature of the claim):

• air transportation contract, information about the flight number and flight date, passenger's last name, document number (passport), boarding pass (if available);
• receipt for payment of excess baggage (if any);
• receipts of various fees (if any);
• baggage tag tear-off;
• baggage transportation malfunction report (PIR) issued to the passenger by the carrier or service agent immediately upon detection of the malfunction before the passenger leaves the baggage claim area;
• original documents confirming the passenger's damage (receipts, payment slips, etc.); if the original documents cannot be presented, properly executed and certified copies must be attached;
• consent to the processing of passport data.

7. Features of determining the amount of compensation for baggage

When determining the amount of compensation in the event of loss, shortage, or damage to checked baggage or any item contained in it, only the total weight of the item or items of baggage is taken into account. The amount of compensation shall not exceed the actual damage caused.

The Carrier shall not be held liable for fragile or perishable items, money, jewelry, precious metals, securities, business papers, passports, or other documents placed in checked baggage.

In the event of receipt of checked baggage without objections, it is assumed, unless otherwise proven, that it was delivered in proper condition and in accordance with the transport document.

The passenger or their authorized representative has the right to file a claim with the Airline in the event of loss, shortage, or damage (mutilation) of baggage, as well as in the event of delayed delivery.

The circumstances that may serve as a basis for the Airline's liability are documented in a commercial act. A commercial act is drawn up at the destination airport upon baggage delivery immediately upon detection of circumstances requiring its drawing up.

The claim must be accompanied by original documents confirming the conclusion of the transportation contract and the applicant's right to file a claim: a passenger ticket, a boarding pass, a detachable luggage tag, a commercial invoice, and a report on baggage malfunctions (PIR). The amount of the claim must be proven by the interested party.

7.1. Loss of baggage

In addition to the claim for baggage loss, a passenger's statement must be attached, listing the items in the baggage and their value.

If the weight of the lost piece of baggage has not been determined, the weight table (IATA Recommended Practice 1751) is used to determine the weight.

The amount paid to the passenger for the purchase of essential items is deducted from the compensation for the loss of baggage.

7.2. Damage to baggage

In addition to the claim for damage to baggage, the passenger must provide a statement indicating the value of the damaged baggage, the year and month of its purchase. The amount of the claim must be proven by the person concerned.

The passenger must provide an invoice for the repair of damaged baggage (if the baggage is repairable) or a receipt confirming its cost and date of purchase (if the baggage is not repairable).

When paying compensation for damaged baggage that is not repairable, 10% of its cost is deducted for each year of use.

If the contents of the baggage are damaged, the passenger must indicate the value of the damaged items in the claim form and provide them to the Airline upon request.

7.3. Missing baggage

In addition to the claim, the passenger must provide a statement listing the missing items and their value.

Compensation will be paid if there is a difference in the weight of the checked baggage. In individual cases where it is not possible to determine the difference in the weight of the baggage (for example, if the passenger was traveling as part of a group), the weight of the lost items is determined using the weight table (IATA Recommended Practice 1751) when the compensation is paid.

7.4. Delayed delivery of baggage during international transportation

In addition to the claim, a passenger's statement indicating the amount of damage caused should be attached, as well as invoices/receipts confirming the expenses incurred due to the delayed delivery of baggage.

8. Contact information

• Postal address for submitting claims: 420017, Russian Federation, Republic of Tatarstan, Laishevsky District, Stolbishchenskoye Rural Settlement, Airport Territory, Building 939.
• The claim submission form is available on the website: https://aviaservice.aero/
• Email: mail@aviaservice.aero

These Rules are subject to the current legislation of the Russian Federation as of the date of the claim submission.