Transportation rules

MAIN CONDITIONS OF THE PASSENGER AND BAGGAGE CARRIAGE CONTRACT OF "QANOT SHARQ" AIRLINE

1. GENERAL PROVISIONS

1.1. The carriage performed under this contract is subject to the rules and liability limitations established by the legislation of the Republic of Uzbekistan. Any exclusion or limitation of the Carrier's liability applies to the Carrier's agents, employees, or representatives, as well as to any person or aircraft used by the Carrier, its agents, employees, or representatives to perform the carriage.

1.2. To the extent not contrary to 1.1, the carriage under this contract and services provided by the Carrier are governed by the fare rules applicable to the payment for carriage and services, as well as the carriage conditions and related rules established by the Carrier, which form part of this contract.

1.3. The terms of this contract apply to both scheduled and charter flights unless otherwise stipulated by the charter agreement.

1.4. For code-share flights, the terms of the operating airline apply.

1.5. If the carriage is performed by more than one Carrier, each of them may apply its own rules and conditions, fare application rules, and baggage and hand luggage requirements. The Carrier issuing the ticket for flights operated by another carrier acts solely as an agent for the latter.

1.6. Carriage under a single ticket performed by several Carriers is considered a single carriage.

1.7. When booking a seat and issuing a ticket, the passenger must provide:

·        Contact details (a phone number capable of receiving SMS messages, and an email address accessible throughout the journey), so the Carrier can notify the passenger of planned or unplanned schedule changes. If the passenger refuses to provide contact information and notification becomes necessary, the Carrier is not liable for any losses caused by failure to notify.

·        Information on required services for special category passengers (passengers with small children, unaccompanied minors, passengers with disabilities or reduced mobility, etc.), to ensure proper assistance can be provided.

1.8. The Carrier reserves the right to book and sell tickets only upon provision of the passenger's personal data, ensuring non-disclosure and compliance with legislation for data processing and storage. The passenger consents to the transfer of their personal data to automated booking and check-in systems, as well as processing for purposes such as booking, ticketing, modifications, cancellations, and submission to authorized government agencies, including cross-border transfer if required by law. Data processing includes any action performed to fulfill the contract or provide personalized services.

1.9. The ticket, whether electronic or paper, serves as proof of contract between the passenger and the Carrier. By purchasing the ticket, the passenger agrees to the terms of this contract.

1.10. The ticket is valid for the specified flight and date and only for the person named on it.

1.11. Ticket validity: one year from issuance unless otherwise specified by fare rules or Carrier policies.

1.12. The Carrier's name may be abbreviated in the ticket. Full and abbreviated names are found in fare manuals, terms, and schedules.

1.13. Agreed stopover points are those listed in the ticket or published in the Carrier's schedule.

1.14. Carrier's liability in case of flight cancellation or schedule change: The Carrier may cancel or delay the flight, change aircraft type, route, or cancel stopovers for safety, security, government requirements, or force majeure.

1.14.1. If canceled/changed at the Carrier’s initiative:

·        The passenger is offered free rebooking to any available date on the Carrier’s own flights.

·        If the passenger refuses, a full refund is given for unused tickets, and 50% for partially used tickets.

1.14.2. If canceled/changed due to government actions or force majeure (not the Carrier’s fault):

·        Free rebooking on the Carrier’s flights.

·        If refused, full refund for unused tickets; 50% for partially used tickets.

1.15. The Carrier will make reasonable efforts to notify passengers of schedule changes if contact details are provided. No liability arises if the passenger fails to provide valid contact information or cannot be reached despite two attempts.

1.16. The Carrier is not liable for missed connections booked under separate tickets.

1.17. The passenger must comply with all legal requirements for documents and arrive at the airport on time for pre-flight procedures.

1.18. The passenger must present all baggage and hand luggage for check-in. Excess baggage or special items must be paid according to the Carrier’s rates. Oversized or non-compliant hand luggage must be checked in. Refusal to pay may result in contract termination.

1.19. The passenger is liable for harm caused to others or property due to improper packaging or prohibited items.

1.20. Checked baggage is delivered to the holder of the baggage tag. Without it, proof of ownership is required.

1.21. The Carrier may terminate the contract mid-route if the passenger:

·        Lacks proper travel documents;

·        Violates customs, immigration, or quarantine rules;

·        Has a health condition that poses a safety risk;

·        Is intoxicated or disruptive;

·        Arrives late for check-in or boarding;

·        Refuses security screening;

·        Violates onboard conduct rules or refuses to follow Carrier policies.

1.22. The passenger may terminate the contract before departure and receive a refund (subject to fare rules and penalties).

1.23. If a passenger misses a flight segment without notice, all subsequent segments may be canceled automatically.

1.24. Refunds must be requested within one year of ticket issuance or one year after the first segment's departure, per fare rules.

1.25. Refunds are made to the paying party unless otherwise instructed. If paid by a legal entity or sponsor, the refund goes to them.

1.26. If the passenger is denied entry by authorities, the Carrier may recover related expenses from the passenger.

1.27. No agent, employee, or representative of the Carrier may alter the contract.

2. IMPORTANT PASSENGER NOTIFICATIONS

2.1. Taxes and fees Ticket prices include taxes and airport fees, shown separately in the TAX field. Additional fees may apply if not paid at purchase.

2.2. Carrier liability limitations Under the Air Code of Uzbekistan:

·        16,600 SDRs for death or injury with proven Carrier fault (includes legal costs);

·        17 SDRs/kg for checked baggage and 332 SDRs for unchecked baggage;

·        Passengers may declare higher baggage value for a fee;

·        The Carrier may limit liability for fragile, valuable, or perishable items in checked baggage. Money, valuables, and documents must be carried by the passenger;

·        Compensation is provided in case of denied boarding or delays caused by the Carrier, excluding force majeure;

·        For interline carriage, consult each Carrier for liability rules.

2.3. Fare rules notification Fare rules may include:

·        No refund options;

·        Restrictions or fees for changes;

·        Additional charges for upgrades;

·        Limited free baggage allowance;

·        Layover restrictions;

·        Minimum/maximum stay requirements;

·        Limited seat availability at special fares;

·        Certain services available only for a fee.

2.4. Denied boarding In case of aircraft change or overbooking, the Carrier will seek volunteers to rebook with compensation. If involuntary, affected passengers receive compensation, meals, and accommodation if necessary.

2.5. Checked baggage Accepted within fare-based weight and size limits. Excess baggage accepted for a fee and space availability.

2.6. Hand luggage Allowed in cabin under personal responsibility:

·        5–8 kg (Economy), 10 kg (Business);

·        Max. size: 115 cm total (L+W+H);

·        In addition: 1 personal item (e.g., handbag/laptop bag up to 2 kg), coat, baby food, baby items, medication, assistive devices, duty-free goods (max. 2 kg, 40×30×20 cm).

2.7. Claims and lawsuits Written claims must be submitted:

·        Within 7 days (damage or shortage);

·        Within 21 days (delay);

·        Within 2 years (loss or legal claim).

Carrier may deny claims if:

·        No proof of damage;

·        No direct causal link;

·        Damage due to baggage contents;

·        Passenger negligence contributed to damage;

·        Damage due to legal compliance, poor packing, prohibited items, item nature, or force majeure (unless proven due to Carrier negligence).

2.8. Dangerous goods Prohibited in baggage unless allowed by special permits. See the Carrier's website, agents, or airport desks for detailed information.