Refund of amounts paid for transportation

16.1. Refund of a carriage charge shall be made by the Carrier, or by an authorized agent on the Carrier’s instruction, at the place of payment for the transportation. In case of payment for transportation using a bank card, the refund of the carriage charge shall be made to the bank account of the card used to pay for the transportation. Refund of a carriage charge resulting from termination of the Carrier’s operating activities, suspension of the operator’s certificate, cancellation of the operator’s certificate, termination of licenses shall be made by the Carrier in accordance with the legislation of the Russian Federation.

16.2. Refund of a carriage charge shall be made on the basis of an unused (partially) used traffic document to a person specified in the traffic document upon presentation of an identification document or to an authorized representative upon presentation of an identification document and a document confirming this person’s right to receive relevant amounts.

16.3. Refund of a carriage charge to passengers shall be made in accordance with the procedure established by the Rules of Formation and Application of Tariffs for Regular Air Carriages of Passengers and Baggage, Collection of Fees in the Field of Civil Aviation approved by Order No.155 of the Ministry of Transport of the Russian Federation of September 25, 2008 (registered by the Ministry of Justice of the Russian Federation on December 4, 2008, registration No.12793), as amended by Order No.39 of the Ministry of Transport of the Russian Federation of March 16, 2009 (registered by the Ministry of Justice of the Russian Federation on April 7, 2009, registration No.13698).

16.4. In case of an advance payment for the carriage in accordance with clause 14.3.7 of these Regulations, refund of a carriage charge shall be made to a person paid for the transportation upon presentation of an identification document and on the basis of an electronic multi-purpose document (EMD).

16.5. In case of a passenger’s involuntary refusal from the transportation or a part of transportation due to delays in the transportation, the passenger shall be refunded the whole amount of the carriage charge paid for the transportation, except where the transportation of the passenger was partially performed and the passenger accepted the part of transportation. If a passenger accepted a part of the transportation, he/she will be refunded the amount of the carriage charge for the part of the transportation that was not performed. In case of a passenger’s involuntary refusal from the transportation due to any reasons not relating to delays in the transportation, the passenger shall be refunded the whole amount of the carriage charge paid for the transportation, if the transportation was not performed at any section or the carriage charge for the unperformed part of the transportation, if the transportation was carried out partially.

16.6. Refund to passengers of amounts paid for the transportation carried out under an Aircraft Freight (Charter) Agreement shall be made by an entity to which the passenger paid the cost of the transportation performed under the Aircraft Freight (Charter) Agreement in accordance with the procedure established by the laws of the Russian Federation.

16.7. Application for refunding of the payment for unused ticket, its part or EMD shall be accepted by the Carrier within the validity period of the ticket or EMD, but not later than 30 days after such period expiration. The Carrier shall be entitled to refuse to refund the payment if a condition mentioned is not met. The application form on the basis of which a refunding is performed is available on the website of air company (http://www.nordstar.ru/e-ticket/return/).

16.8. Refund of monetary amounts in case of death of a passenger before the commencement of transportation shall be made to a family member (mother, father, spouse, daughter, son) of the deceased passenger on the basis of an application of this family member for refund of money for unperformed transportation accompanied by the following documents:

  1. unused travel documents of the deceased passenger;
  2. a copy of the death certificate of the passenger certified by an authorized body or a notary (if the original document is produced, its copy may be certified by an authorized representative of the Carrier);
  3. identification document of the person to whom the refund is made;
  4. a copy of the document confirming a family relationship between the person to whom the refund is made and the deceased passenger certified by an authorized body or by a notary (for example, birth certificate, marriage certificate). If the original document is produced, its copy may be certified by an authorized representative of the Carrier.
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