7.1 Our right to refuse carriage
We have the right to refuse to carry you or your Baggage on any flight (even if you hold a valid Booking Confirmation and have a boarding pass) if one or more of the following events has happened or is likely to happen:
(a) refusal to carry is necessary in order to comply with any applicable laws, regulations, visa rules, orders or governmental policy; or
(b) you commit a criminal offence during check-in or any of the other operations of embarkation on your flight, or disembarkation from a connecting flight, or on board the aircraft before take-off; or
(c) you fail to observe safety or security instructions of any ground staff or crew member or obstruct or hinder the performance of their duties; or
(d) you use threatening, abusive, insulting or indecent words, physically assault or batter, or behave in a threatening, abusive, insulting or indecent manner to any person, including ground staff, members of the crew or other Passengers; or
(e) carrying you and/or your Baggage may endanger the safety, health, or security of the aircraft, other Passengers or members of the crew, or affect the comfort of other Passengers aboard the aircraft; or
(f) you appear to be under the influence of alcohol or drugs; or
(g) your mental or physical state, including your impairment from alcohol or drugs:
(i) appears to present a hazard or risk to yourself, or to Passengers, or to crew, or to the aircraft, or any person or property in it, or
(ii) represents a likely or actual source of material annoyance or discomfort to other Passengers aboard the aircraft if you were to proceed to travel; or
(h) you refuse to allow a security check to be carried out on you or your Baggage; or
(i) you fail to provide satisfactory answers about travel itinerary or in response to security questions at check-in or the Boarding Gate; or
(j) you fail a security screening, or you tamper with or remove any security seals on your Baggage or security stickers on your boarding pass; or
(k) you fail to observe our safety, security or passenger comfort instructions concerning, for example, seating, storage of Unchecked Baggage, smoking, consumption of alcohol, use of drugs, dress, or use of electronic equipment (for example but not limited to: mobile/cellular phones, laptop computers, PDAs, wearable technology and smart watches, portable recorders, portable radios, CD, DVD and MP3 players, electronic games or transmitting devices); or
(l) you have made, or attempted to make, a bomb hoax, hijack threat or any other security threat; or
(m) you have not paid in full the applicable fare, taxes, fees, applicable charges, Optional Extras or exceptional circumstances surcharges for your carriage; or
(n) you appear, in our reasonable opinion:
(i) not to meet requisite visa or passport requirements; or
(ii) not to have valid or lawfully acquired travel documents; or
(iii) to have acquired travel documents by fraudulent means; or
(iv) you wish to travel to or enter a country through which you may be in transit for which you do not have valid travel documents or meet the requisite visa requirements; or
(v) you destroy your travel documents aboard the aircraft or between check-in and boarding; or
(vi) you refuse to allow us to copy your travel documents; or
(vii) you refuse to surrender your travel documents to the flight crew, against receipt, when so requested; or
(o) we have been informed (orally or in writing) by immigration or other authorities of the country you are travelling to or through which you may intend to transit, or of a country in which you have a Stopover planned, that you will not be permitted entry to such country even if you have valid travel documents; or
(p) you fail, or refuse, to give us information in your possession or available to you which a governmental authority has lawfully asked us to give about you, or it appears to us that any such information you have given is false or misleading; or
(q) you present a Booking Confirmation that:
(i) appears to have been acquired unlawfully or by fraudulent means (for example, by means of use of a stolen credit or debit card); or
(ii) has been purchased on a credit card and, if requested by us, you are unable to present that credit card or a copy thereof; or
(iii) appears to be forged or falsified, or altered without requisite authority; or
(iv) has been purchased from or issued by an entity other than us or our Authorised Agent; or
(v) has been reported to us as being mutilated, lost or stolen, or is a counterfeit; or
(vi) you cannot prove that you are the person named in the Booking Confirmation; or
(vii) you fail to comply with the requirements set forth elsewhere in these Conditions of Carriage or Rules; or
(r) you do not meet the requirements of Article 7.3 in relation to your medical fitness to fly; or
(s) you do not meet the requirements of Article 7.4 in relation to carriage while pregnant; or
(t) you, (or the person who is legally responsible for you, if you are a child) have failed to comply with the requirements of Article 7.7; or
(u) you, or someone for whom you are responsible who is travelling with you (for example, a child or infant) is not permitted by law, court order or bail conditions to leave the jurisdiction of the place of departure of the aircraft; or
(v) you are, or we reasonably suspect you are, in unlawful possession of drugs or any other prohibited item(s); or
(w) you have previously behaved in any of the ways prohibited above and we believe that you may repeat such behaviour, or you have previously been refused carriage by another airline for any reason relating to your behaviour, or you have breached any of the duties imposed on you by Article 11.1 in relation to previous carriage by us; or
(x) we have notified you that we would not at any time after the date of such notice carry you on our flights; or
(y) you are under the age of 16 and have not complied with Article 7.7; or
(z) you have paid using a third party credit card travelling to and from certain countries and territories as identified in the Rules or on the Website.
See also Article 7.2 concerning the consequences of being refused carriage and Article 18 concerning any decision we make about the application of this Article 7.1.
7.2 Reimbursement of costs
(a) We will not be liable to you for any loss or expense whatsoever resulting from your failure to comply fully with Article 7.1.
(b) If you are refused carriage for any of the reasons set out in Article 7.1, you will reimburse us for any costs we incur resulting from:
(i) repair or replacement of property lost, damaged or destroyed by you;
(ii) compensation we have to pay to any Passenger or crew member affected by your actions; and
(iii) delaying the aircraft for the purpose of removing you and/or your Baggage.
(c) We may apply the value of any unused carriage on your Booking Confirmation, or any of your funds in our possession towards such payment or expenditure.
7.3 Fitness to fly
(a) Before boarding the aircraft for carriage, you must be reasonably satisfied that you are medically fit to fly.
(b) You may not be accepted for carriage, if it appears to us that you may have a medical condition which meets any of the following criteria:
(i) which is believed to be actively contagious or communicable and/or life threatening to other Passengers or crew; or
(ii) which may cause or induce unusual behaviour, or a physical condition, which could have an adverse effect on the welfare and/ or comfort of other Passengers or crew members; or
(iii) which is considered to be a potential hazard to the safety of the flight or other Passengers or crew members; or
(iv) which may cause the flight to be diverted or perform an unscheduled stop.
(c) If you have been told that you are fit to fly provided certain precautions are taken (for example, the use of medication) it is your responsibility to ensure that all such precautions are in fact taken before, during and after your flight (as the case may be) and that you will be able to produce any written proper evidence of your fitness to fly if so required by us.
7.4 Carriage of pregnant Passengers, newborn children and infants
(a) If you are pregnant we will carry you after the completion of your 28th week of pregnancy only if you produce to us a medical certificate:
(i) in English, Arabic or Russian (or the official language of the country of the airport of departure);
(ii) signed, and stamped with official stamp and issued by a doctor or midwife considered sufficiently qualified by us;
(iii) stating the exact number of weeks you are pregnant, the expected date of delivery and that the state of pregnancy is normal; and
(iv) stating the date from and up to which you are fit to travel, fit to fly and in good health.
(b) If you are unable to produce the medical certificate at the time of check-in, we will not carry you after the completion of your 28th week of pregnancy.
(c) We will not carry you after the completion of your 36th week of pregnancy. Any return flight you are planning must be completed before the completion of that 36th week.
(d) If however, you are expecting multiple births such as twins or triplets we will only accept you for carriage up to the completion of your 32nd week of pregnancy. Any return flight you are planning must be completed before the completion of that 32nd week.
(e) It is your responsibility to check if Article 7.4 applies to you. If you fail to comply with its requirements or you provide incorrect information about your week of pregnancy, and you subsequently require in-flight medical assistance, or your flight is diverted so that you may receive medical assistance, in connection with your pregnancy, you are liable to reimburse us any costs we incur of the type, for example, specified in Article 7.6 in accordance with the requirements of that Article.
(f) Carriage of newly born infants will not be permitted until 7 days after delivery.
(g) If you are travelling with an infant (07 days old up to two years), the infant must share a parent’s seat. If the infant becomes 2 years of age during the travel period, an additional seat must be purchased for that infant to occupy. A maximum of two (2) infants per adult are allowed, with one infant (minimum age 6 months) seated in an approved car-type seat, secured to the aircraft seat. An additional seat must be purchased for the car-type seat. The car-type seat should have a solid back and seat and have an integral harness, which must be a minimum of 2.5 cm wide and must include lap, shoulder and crotch straps, to ensure that the child is properly secured. The car-type seat, or any part of it, should not show any obvious signs of having sustained damage and it must be able to be secured with only the fitted aircraft seat lap belt. The car-type seat must be labelled stating that it has been approved for aviation use and have labelling describing the operating instructions attached to it.
(h) For details on the rules which apply to infants, please check our Website or our Rules or ask us or our Authorised Agents.
7.5 Special assistance
(a) If you require special assistance because your mobility, vision or hearing is impaired, or you are unable to feed yourself or use the toilet unassisted, or evacuate the aircraft cabin unassisted, or you have special needs requiring special equipment, we will carry you only if:
(i) you have provided us with at least 48 hours’ notice (refer to the contact details in Article 3.5) before your scheduled flight of your special assistance requirements;
(ii) if deemed necessary by us, you have obtained clearance to travel from a doctor considered sufficiently qualified by us prior to the time of boarding (this requirement may be waived for frequent travelers who have previously been cleared to fly by us); and
(iii) if necessary, you are accompanied by a person able to assist you with your needs.
(b) It is your responsibility to ensure that all your special needs are met and you acknowledge that we cannot be held responsible in connection with meeting such special needs.
7.6 Passenger reimbursement of medical expenses
(a) If you are taken ill aboard the aircraft or during the process of embarkation and disembarkation due to a condition pre-existing the flight (regardless of whether or not you were aware of it) or due to your pregnancy, you will pay to us the cost of expenses paid by us in treating you aboard an aircraft, transporting you on the ground, or paying for treatment provided by a third party.
(b) You will also pay any costs we have incurred in diverting an aircraft to seek medical assistance if you have contravened Articles 7.3, 7.4 or 7.5. We may apply towards payment due to us from you the value of any unused carriage on your Booking Confirmation or unused credits to your account with us, or any of your funds in our possession.
7.7 Carriage of unaccompanied children
(a) We will not accept any unaccompanied minors for travel. Passengers under the age of 12 years of age must be accompanied by a Passenger travelling in the same cabin and class of travel, who is at least 16 years of age or over who will take full responsibility of the minor. All travel documents must be up-to-date and comply with applicable laws for the entire journey including any Stopover (for example, some countries may require provisions of a signed, original letter of consent or authority from both parents or legal guardians if the child is travelling with one parent, a friend, relative or within a group).
(b) An accompanying Passenger (including a parent or guardian) must be travelling on the same Booking Confirmation.
(c) Where applicable law for the entire journey (including any Stopovers) permits, Passengers over the age of 12 may be permitted to travel unaccompanied provided they have valid, up-to-date paperwork acceptable for their entire journey (including any Stopovers). All Passengers and, if applicable, their parents and/or legal guardians, are responsible for checking the permissions and documents that may be required for travel.
7.8 On board services
(a) We do not guarantee the provision or availability of in-flight entertainment equipment, Wi-Fi and advertised programmes; advertised special meals or any other type of meals; or the availability of advertised in-flight services.
(b) We do not guarantee that special meals will always conform to their exact description. This is because they have been prepared by third parties to our order. We do not accept requests for nut free meals and we do not guarantee that the environment aboard our aircraft will be nut or nut produce free.
7.9 Ground services
(a) We do not guarantee the provision or availability of equipment and services on the ground at airports including, for example, fast track services, airport lounges and the facilities available within those lounges.
(b) We do not guarantee that ground services will always conform to their exact description. This is because some services are provided by third parties. See also Article 12 for other provisions concerning services provided by third parties.
7.10 Complimentary Bus Transfers
(a) Where we provide you with complimentary bus transfer services to and/or from your airport of departure or arrival (the Service), we will not be liable for:
(i) loss, damage, costs and expenses caused by any delay in the operation of the Service (for example, where such delay results in you missing your flight);
(ii) any death or personal injury occurring during the Service unless you can prove that such death or personal injury resulted from our negligence; and
(iii) any damage to or loss of Baggage (including any theft or pilferage) during the Service unless you prove that such loss/damage results from our negligence. If you are able to prove that your Baggage has been damaged, lost, stolen or pilfered as a result of our negligence, our liability to you will be limited to the amount of 15 SDRs per kilogram.
7.11 Group and school bookings
(a) A “group booking” consists of a flight booking of more than 9 Passengers under one single booking number in line with the specific conditions in this Article 7.11 and such other conditions we may issue from time-to-time.
(b) Including any escorts, the maximum size of a group booking is 50 Passengers.
(c) Group bookings can only be made by contacting us at firstname.lastname@example.org.
(d) The person contacting us will be the single contract partner, even if you yourself are not in the list of Passengers. The Passengers you specify (later) are the ones entitled to be carried. However, you are our sole contact person when executing the air transport contract and for any resulting obligations, in particular for the obligation to pay the carriage charge. You must ensure that the necessary information, such as these Conditions of Carriage, the flight schedule and any changes to the flights, are provided to all Passengers of the group booking in a timely manner.
(e) For group bookings involving school children or a group of children who are under 18 years of age, the following special conditions apply:
(i) there must be 1 adult escort who is at least 18 years of age for every 10 children;
(ii) all children in the group booking must be aged at least 8 years old;
(iii) any child within the group booking that requires special assistance in accordance with Article 7.5 must be booked separately to ensure that their needs are met;
(iv) the children or escorts in the group booking cannot occupy emergency exit row seats;.
(v) all escorts should be allocated aisle seats distributed amongst the group booking; and
(vi) escorts are responsible for the care and welfare of the children in case of diversion or disruption and managing the behavior of the children during the flight.