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Passenger code of conduct

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Pre-flight and onboard passenger code of conduct

Aeroflot - Russian Airlines aims to satisfy all the expectations and requirements of its customers. Therefore, we strive to continuously improve the quality of the services provided by the airline. The vast majority of our passengers conduct themselves appropriately, which greatly helps us to achieve our goal.

Security at Sheremetyevo International Airport is provided by AeroMASH-Aviation Security. The company was established in 1998 and was one of the first companies in Russia to ensure compliance with the standards, rules and principles of aviation security in the area of air transport, in accordance with ICAO / IATA standards and air transportation legislation of the Russian Federation.

Passengers must familiarize themselves with the location of emergency exits, instructions on using life vests and the emergency oxygen supply system so that the crew and rescue services can act effectively in the event of an emergency.

The location of emergency exits and safety equipment may differ depending on the type of airplane. Therefore, please pay careful attention to the pre-flight safety demonstration and read the safety information card.

We recommend that you keep your seat belt fastened throughout the flight while seated or sleeping. This will help protect you from injury caused by sudden movements during turbulence.

However, occasionally, some passengers do not follow these instructions, which can endanger the flight and reduce the comfort level of passengers. In such cases, Aeroflot shall:

  • take appropriate actions in the event of any violation of the Passenger Code of Conduct;
  • authorize the airline's flight and ground crew to prevent and stop violations of the Passenger Code of Conduct;
  • provide all possible assistance to law enforcement bodies to prosecute individuals who violate the Passenger Code of Conduct.

In accordance with Aeroflot's Passenger Code of Conduct and to ensure flight safety, to improve the quality of services provided and to prevent disorderly conduct and other offences onboard the aircraft and in the airport, passengers are entitled:

  • to demand the provision of all services specified in the conditions of carriage, which can be found on the passenger's paper air ticket and on the airline's website, if the ticket was bought online or at a sales office;
  • to request assistance and protection from the airline's employees in the event of a threat to their life or personal dignity.

Passengers must:

  • follow the pilot's instructions and recommendations from other crew members;
  • maintain discipline and order;
  • shut down electronic devices or switch them to a standalone (airplane) mode at the crewmembers' request during any stage of the flight.

Passengers may not:

  • endanger the safety of the flight or life of passengers and crew, act in a manner detrimental to the health and personal dignity of other passengers and airline employees, commit acts of violence or issue verbal or physical insults.
  • consume alcohol that was not directly served by a flight attendant
  • smoke (including electronic cigarettes) onboard the aircraft
  • use emergency equipment without authorization from the flight or cabin crew
  • cause discomfort for other passengers or interfere with the work of the flight and cabin crew
  • damage the airline's property and/or take it out of the airplane
 

Deliberately false reports, including jokes, regarding a passenger carrying any weapons / explosive devices / dangerous substances may be considered as false information concerning the preparation of explosions/acts of terrorism and qualified as a crime pursuant to article 207 of the Criminal Code of the Russian Federation. A passenger providing such information may be fined up to 200,000 rubles or be subject to other sanctions as specified in the above article.

In the event of violation of the above listed requirements, international air law, the Convention on Offences and Certain Other Acts Committed On Board Aircraft (Tokyo, 1963), ratified by 166 states including the Russian Federation, as well as the current Passenger Code of Conduct of Aeroflot - Russian airlines

The following sanctions shall apply:

  • alcoholic drinks shall not be served to passengers under alcoholic or other form of intoxication;
  • alcoholic drinks, including those bought in duty free shops (onboard or in the airport), may be confiscated for the duration of the flight (with their return after the flight);
  • force may be used against passengers who refuse to comply with the orders of the pilot;
  • passengers who break the rules shall be removed from the airplane at the next landing point. In the event of an emergency landing, the passenger shall be held liable for additional costs incurred by the airline as a result of his/her conduct;
  • such passengers shall be handed over to law enforcement agencies irrespective of the country that the aircraft lands in;
  • such passengers shall be held liable for any material damage caused to the airline as a result of their actions;
  • imprisonment (in some countries for up to 2 years);
  • a fine of two to five thousand rubles (in some countries - more than $3000), or administrative arrest for up to fifteen days;
  • passengers shall be refused the right to use the carrier’s services and the contract for air carriage shall be terminated without compensation;
  • visas issued by the Russian Federation and other states shall be canceled;
  • the incident shall receive the maximum publicity in the mass-media and on special websites;
  • an administrative penalty of two to five thousand rubles or administrative arrest for up to fifteen days for passengers who fail to comply with the instructions of the pilot (Code of Administrative Offences of the Russian Federation, part 6 Articles 11.17, introduced by Federal Law of the Russian Federation, December 21, 2009 No.336-FZ). 

Please note that in accordance with safety regulations, there are certain restrictions regarding passengers in seats by emergency exits. In the event of an emergency, passengers seated close to the emergency exits/doors must assist the aircrew. Therefore, these seats are not available for passengers using advance check-in (online) and they are not provided to:

  • children under 12 years of age (including when accompanied by an adult);
  • pregnant women;
  • passengers carrying pets;
  • passengers with disabilities;
  • passengers who require an extended seat belt;
  • passengers who do not speak Russian or English.

Persons under 18 years of age are not allowed to sit directly next to the emergency door. When asked by a crew member, please move to another seat if you were incorrectly issued a seat by an emergency exit when checking in.

 

Carriage of compact vehicles for personal transportation powered by lithium batteries

Compact vehicles for personal transportation include:

  • monowheels;
  • segways (mini-segways);
  • hoverboards;
  • gyroscooters.

Following IATA recommendations, air carriage of the above vehicles for personal transportation as checked baggage or carry-on is  prohibited across the entire route networt of PJSC Aeroflot.

Carriage of the above vehicles is only allowed subject to their registration as "dangerous cargo" in line with the procedure stipulated by the airline.

INFORMATION MESSAGE DRAFT

Lithium batteries may be carried by air depending on their configuration and power consumption (watt/hour) (rechargeable lithium-ion/polymer batteries) or lithium content (non-rechargeable batteries made of lithium metal).

For your safety and the safety of other passengers, please take the following requirements into consideration and read the detailed instructions on the transportation of lithium batteries.

Lithium-ion batteries

with specific capacity of 100 Watts-hour*

(Lithium metal batteries containing not more than 2 g of lithium (LC))

Lithium-ion batteries

with specific capacity of 100-160 Watts-hour*

(Lithium metal batteries containing 2-8 g of lithium (LC))

Lithium-ion batteries

with specific capacity exceeding 160 Watts-hour*
 

Small personal transporters functioning on lithium-ion batteries

Examples:

  • cell phones;
  • video cameras;
  • watches;
  • portable music players;
  • laptops;
  • portable medical devices.
     

Carry-on luggage:

  •  Allowed inside the equipment;
  • Spare batteries must be individually protected in such a way as to prevent short circuits (for example, by means of retail packaging, taping over exposed terminals or placing each battery in a separate plastic bag or protective package).

In checked baggage:

  • Must be inside the equipment;
  • Measures should be taken to prevent their spontaneous actuation;
  • It is forbidden to transport spare batteries (not inserted in the equipment).


     

Examples:

  • igh-performance laptops;
  • professional audio and video equipment;
  • portable medical devices.
     

Carry-on luggage:

  • Permission is required from the airline Via the CALL-centre or an airline’s station manager in an off-base airport;
  • Allowed inside the equipment;
  • Measures should be taken to prevent their spontaneous actuation;
  • Spare batteries must be individually protected in such a way as to prevent short circuits (for example, by means of retail packaging, taping over exposed terminals or placing each battery in a separate plastic bag or protective package);
  •  One passenger is allowed to transport no more than two spare lithium metal batteries.

In checked baggage:

  • Permission is required from the airline;
  • Must be inside the equipment;
  • Measures should be taken to prevent their spontaneous actuation;
  • It is forbidden to transport spare batteries (not inserted in the equipment).

Examples:

  • industrial equipment inserted in some electric and hybrid means of transportation;
  • mobile devices and mopeds.

Not allowed in checked baggage or carry-on luggage:

  • They are labelled as “dangerous goods” in accordance with the Technical Instructions for Safe Transport of Dangerous Goods by Air (Doc 9284 AN \905).

Exceptions:

Wheelchairs or similar mobility aids running on lithium-ion batteries with a specific capacity of over 160 Wh used by passengers with reduced mobility due to their specific health condition, age or temporary state (e.g., a broken leg).

Conditions for approval of special transportation of a mobility aid/wheelchair:

1. The aircraft pilot-in-command has to be informed of the location of a lithium-ion battery(ies).

2. The airline’s approval is required.

3. Mobility aids shall be transported in such a way as to be protected against damage caused by the movement of baggage, mail, provisions or other cargo.

4. Mobility aids may be transported as checked baggage provided that:

  • battery terminals are protected against short circuits (e.g. by an enclosure in the battery compartment);
  • the battery is secured in the mobility aid;
  •  electrical circuitry is insulated.

5. If the mobility aid/wheelchair is so designed that the person using it may remove the battery (e.g., a collapsible wheelchair), then:

  • the battery must be removed;
  •  batteries must be protected against short circuits by means of terminal insulating (taped);
  • any batteries so removed must be protected against damage (placed in protective packaging).

Batteries shall be transported in the cabin;

  • battery capacity must not exceed 300 Wh;
  • only one spare battery with a maximum capacity of 300 Wh or two spare batteries with a maximum capacity of 160 Wh each may be allowed for transportation.

 

 

Examples:

  • monowheels;
  • segways (mini segways);
  • hoverboards;
  • gyro-scooters.

Not allowed in checked baggage or hand luggage:

  • They are labelled as “dangerous goods” in accordance with IATA recommendations.

 

*1 Watt-hour = 1 Watt · 1 Ampere-hour 

 

For more information go to:

http://www.aeromash.ru/en/main

Pre-flight and onboard passenger code of conduct (PDF, 299Kb)