Rules for refunding unused carriages and paying interest for flights cancelled during the COVID-19 pandemic and falling under Decree of the Government of the Russian Federation No. 991 dated 6 July 20

Terms, definitions and abbreviations

NMRD (Non-Monetary Refund Document) — a document in the form of a paper or electronic certificate (MCO/EMD1 or e-Voucher confirming the obligation of Aeroflot to provide services to the passenger in the amount of the e-Voucher face value or refund the amount paid for the unused carriage or services according to the procedure and within the time established in the DG 991.

Claimant — a person who has the right to demand a refund of the unused carriage under the Decree of the Government of the Russian Federation No. 991 dated 6 July 2020.2 (hereinafter referred to as DG 991) and the payment of interest for the use of their funds, or a representative of that person. A passenger or person to whom the right to demand a refund of the unused carriage and the payment of interest on the use of funds has been transferred, including the person in whose name a non-monetary refund document is issued, may also act as a claimant. The passenger may transfer the right to demand a refund of the unused carriage and the payment of interest for the use of funds to a third party under a civil law contract (assignment of claims) or application. The right in question may also be transferred to another person through inheritance, division of marital property, etc.

Tax resident — an individual who spends at least 183 calendar days in a calendar year in the Russian Federation.

Non-resident — an individual who spends less than 183 calendar days in a calendar year in the Russian Federation.

PIT — personal income tax.

Passenger — the person whose name is written on the carriage document or non-monetary return document.

Paying agent — a legal entity, except for a credit institution, or an individual entrepreneur who accepts payments from individuals (for example, QIWI, Euroset, WebMoney or Cyberplat).

C19-CD (Covid-19 Carriage Document) — an air ticket purchased before 1 May 2020 and containing unused carriage itinerary segments for flights to/from China (including Hong Kong) from 1 February 2020 and on other international and domestic routes from 18 March 2020, as well as related documents enabling the use of travel extras.

ASO (Aeroflot's Sales Office) — the airline's ticket and sales offices in the Moscow Region; ticket and sales offices of Aeroflot PJSC branches and representative offices on the territory of the Russian Federation or abroad.

Refunds and Interest Payments

1. Under C19-CD, the airline shall refund the full cost of unused carriage, including taxes and fees, and interest for the use of funds accrued on this amount.
2. Under NMRD, the airline shall refund the balance specified in the document and pay interest for the use of funds accrued on the balance.
3. Refund shall be made to the passenger (the person who paid for the carriage3) or another Claimant in accordance with the federal aviation rules approved in accordance with Article 102 of the Aviation Code of the Russian Federation.
4. Refunds shall be made in the appropriate payment form or in accordance with paragraph 5 of these Rules.
5. Refund shall be made to the same bank card with which the fare was paid or, in the case of its absence4, to another bank card of the same holder, bank account or in cash.
6. Refunds are made at the request of the passenger or other Claimant. Aeroflot PJSC shall transfer the funds to the bank card/alternative means of payment5 / bank account according to the details specified in the application or make the refund in cash at an ASO within 10 calendar days of receiving the application. However, it can take up to 30 days for the money to be credited to the bank card/means of payment/account, which depends on the payment service/system/bank used by the Claimant.
7. For C19-CD issued for an adult passenger travelling with a child under two years of age without a separate seat, the refund and interest shall be calculated based on the total cost of the unused carriage.
8. It is possible to apply for a refund and interest payment:
   • on the Aeroflot PJSC website;
   • by personally visiting an ASO6;
   • by mail to the address 1 Arbat St., Moscow, 119019
9. To submit an application through Aeroflot PJSC website, you must fill in an application form in the Feedback section (subject: Refunds and interest payments for unused tickets, e-Vouchers, MCOs and EMDs).

   If the payment for C19-CD was made using a bank card without an Apple Pay, Google Pay or Samsung Pay token or alternative means of payment via a payment agent to which7 it is possible to make a refund at the time of application6, the refund shall be made automatically.

   If the refund cannot be made automatically, the application shall be submitted in person at an ASO8, and the refund shall be made to another bank card of the same holder or in a different manner. In this case, we recommend that the Claimant fills in a preliminary application on the website to reduce the waiting time at the ASO.

10. Due to sanctions imposed on international settlements with legal entities and individuals (including settlements made using international payment systems), refunds and interest payments for C19-CDs issued outside the Russian Federation and for NMRDs issued against such C19-CDs are made at ASOs in the Russian Federation or the following countries (in case the C19-CD or NMRD issued against such C19-CD was issued in said country): Armenia, Azerbaijan, Belarus, China, Egypt, India, Iran, Kazakhstan, Kyrgyzstan, Mongolia, Thailand, Turkey, Uzbekistan9.
11. Refunds and interest payments in the Russian Federation are made in Russian roubles. On the territory of the Russian Federation, refunds can only be made to cards issued by Russian banks. When requesting a refund/interest payment through an office abroad, refunds/payments are made in the currency of the country of application.
    The currency in which C19-CD was paid for or the currency in which the NMRD is issued shall be converted into the return/payment currency at the rate of the Central Bank of the Russian Federation or an authorized bank of the country of application (when applying for a refund/interest payment at offices outside the Russian Federation) on the date of the actual refund/payment.
    
12. Deadlines for applying for a refund/interest payment:
    • For C19-CD: within 3 years (but no later than 4 years) of the departure date on the first unused segment of the itinerary specified in the C19-CD10;
    • for NMRD: upon expiry of the period of validity specified in the document, but no later than 1 year from the date of expiry
      ; Refund of unused funds before the specified deadline is not allowed (unless otherwise stipulated in paragraph 16 of these Rules).
      
13. The claimant must provide the following information when applying for a refund/interest payment:
    • document number (C19-CD or NMRD);
    • the claimant's first name, last name and middle name (if any)11, date and place of birth and ID details;
    • refund method (in accordance with paragraphs 4 and 5 of these Rules);
    • the claimant's contact information (mobile phone number, e-mail, mailing address or any other information in accordance with the rules of the carrier);
    • bank account details for the refund/interest payment;
    • taxpayer data (full name, date of birth, passport series and number, citizenship, tax resident/non-resident) for forming personal income tax data;
    • the date of the application;

    Supporting documents are attached to the application if necessary12.

14. The amount of interest for the use of funds is determined by the key rate of the Central Bank of the Russian Federation in effect during the corresponding periods. Interest for the use of funds is accrued from the departure date of the flight indicated in the first unused leg of the itinerary on the C19-CD and until the day of the refund13 of these funds to the passenger, but no later than the end of the 4-year period from the date of departure of the flight indicated in the first unused leg of the itinerary on the C19-CD.

    No interest is accrued on the amount of the carriage fee paid for air tickets and services in accordance with paragraph 6 of DG 991 and Rules for the Use of Electronic Vouchers.

    PIT is withheld from the amount of interest paid for further transfer to the budget14.

15. Interest is paid in cash or credited to a bank account of the claimant's choice.
16. A passenger recognized as a group I or II disabled person, a disabled child, or a veteran of the Great Patriotic War, a person accompanying a group I disabled person or a disabled child, a person holding a large family certificate or other documents confirming the large family status in accordance with the procedure established by regulatory legal acts of the subjects of the Russian Federation, has the right to apply for refund of the carriage fee earlier than 3 years from the date of departure of the flight indicated in the first unused leg of the itinerary on the C19-CD, as well as before the NMRD expiry date. Applications for the refund of the carriage fee to a disabled passenger and an accompanying person are to be submitted simultaneously.
17. Refunds to passengers specified in paragraph 16 of these Rules are made based on applications submitted by such passengers in person (or by an authorised representative) at ASOs or sent by mail.

    When submitting an application at an ASO, the passenger shall present their ID, a document of a standard form confirming their status of a group I or II disabled person, a disabled child, or a veteran of the Great Patriotic War, or a large family certificate or other documents confirming the large family status in accordance with the procedure established by regulatory legal acts of the subjects of the Russian Federation.

    Applications submitted by mail must be accompanied by notarized copies of the Claimant's ID, a document of a standard form confirming their status of a group I or II disabled person, a disabled child, or a veteran of the Great Patriotic War, or a large family certificate or other documents confirming the large family status in accordance with the procedure established by regulatory legal acts of the subjects of the Russian Federation.

18. For C19-CDs reticketed after 1 May 2020:
    • the refund amount is calculated under the standard voluntary/involuntary refund rules;
    • the period during which a refund can be requested is calculated in accordance with paragraph 12 of these Rules; interest is accrued in accordance with these Rules.