Airlines have more problems than you might think. The aviation business is fraught with risks and the number of factors affecting profitability is incalculable. Cancellations and delays of flights with S7 Airlines are also not excluded. Aircraft tend to break down, sometimes due to inconsistencies in airport services, staff strikes, or disruptions in the SITA international system that provides the industry with communications. Everyone suffers from this, and passengers somehow need to compensate for their losses.
Why S7 is so attractive
Since the beginning of its work on the market, this company has earned the respect of passengers due to the quality of the services provided. The S7 Group holding is the second largest in the country in terms of size and capabilities, and the list of its advantages is impressive:
- A wide range of areas (including subsidiaries and partners - more than a thousand).
- A relatively new fleet of aircraft (average age is just over 10 years).
- Punctuality, recognized as the best among Russian air carriers. S7 flight delays are the lowest.
- The status of the most technologically advanced airline in Russia.
- Flexible tariff plans.
- Sales.
- Own bonus program and membership in the alliance, which guarantees the use of partner privileges.
More than 10 million people choose the services of this company every year. This says much more about the carrier than our short list of its proven merits. Find out why both specialists and tourists prefer S7 Airlines.
Purchasing tickets
You can actually buy a ticket for a Siberian airline's flight at the airport ticket office, at a representative office or S7 office, from partners, at travel agencies and on third-party online resources. But the most convenient option is through the official website of the carrier. There is a convenient search, a full list of fares is provided, a choice of connections is possible, and the full cost of the ticket is disclosed immediately. The algorithm of actions is simple. Necessary:
- Open the site, indicate the direction, date, date, passenger status and activate the search.
- Choose a suitable flight for the specified date and add it to the basket. You can immediately familiarize yourself with the conditions, the price, improve the rate, buy additional luggage and use the hotel and car booking.
- Make payment in a convenient way, receive documentary proof of purchase and an itinerary receipt, which is required for check-in for the flight.
Everything is simple and straightforward. Before booking, learn more about how to buy tickets on S7 Airlines.
Flight check
On the main page of the carrier's website there is a section "Flight status", and in the section "Information" there is a "Board of flights". In fact, these are two entrances to the same service, which allows you to find out the status of the selected date, details, estimated time of departure and landing of the aircraft and even the name of the carrier performing a specific flight by the flight number or direction.
If there is a mailing envelope icon on the flight line, a subscription to receive status information is available. By subscribing to the service, until the plane lands, you will receive free SMS to your phone or email address. Access to the service is also possible through the company's mobile application presented in the App Store and Google Play. In the section "My reservations" you can find detailed information about the flight you just booked.
S7 is a member of the Oneworld alliance and is subject to corporate policy on passenger relations that takes into account the provisions of the Montreal Convention. Questions with Russian clients are considered by our legislative acts:
- Federal Law No. 60-FZ "Air Code of the Russian Federation".
- Order of the Ministry of Transport No. 82 dated July 28, 2007 "On the approval of the Federal Aviation Regulations (FAP)".
- Federal Law "On Protection of Consumer Rights".
- The Civil Code of the Russian Federation.
In addition, when operating flights from Europe, legal aspects are resolved by Regulation EC No. 261/2004 of 11.02.2004, which regulates the procedure for compensation and assistance to passengers.
Compensation for the delayed flight of S7 Airlines and the company's duty to take care of passengers is enshrined in law, and its website describes in detail the rights of customers. However, the carrier is released from liability if his fault cannot be proven. That is, if the delay or cancellation of the flight is caused by:
- force majeure or force majeure (we are talking about natural disasters, floods, volcanic eruptions, fires, and so on);
- requirements of the state, social / political instability (strikes, public unrest, hostilities);
- unforeseen aircraft failures or changes in weather conditions;
- forced measures of the security services (additional checks in connection with the terrorist threat, the disembarkation of a rowdy, and so on).
For European destinations, compensation will not be provided if:
- The flight was postponed, but information about this was provided to the passenger no later than 14 days before the estimated time of departure.
- An alternative was provided 7-14 days before the planned flight with departure 2 hours before the scheduled one and arrival with a delay of no more than 4 hours.
- An option has been proposed earlier than 7 days before the scheduled flight, which allows you to take off an hour earlier and reach your destination with a delay of less than 2 hours.
Receiving compensation
First, you should always appeal to the company representative. You can use the hotline telephone. The procedure for filing a claim and the amount of compensation depends on the jurisdiction of the point of departure / arrival.
According to the FAP, the claim is submitted to the company's representatives directly at the airport, and in the absence of such an opportunity - by registered mail to the carrier's legal address.
You will need:
- Copies of tickets with appropriate marks.
- Documentary evidence of unforeseen expenses - receipts for food, accommodation, transportation, and so on, as well as related losses / moral damage due to the fault of the company (all other tickets, invitations, etc.).
The right to compensation remains for 6 months. For international flights - two years. According to our Air Code, the carrier's response must be known no later than 30 days after they receive the claim. Funds are returned within 2-6 months (to a plastic card - within 15 days). If there is no answer or it does not satisfy, within 3 years after the event, you can go to court with a claim.
If a ticket was purchased through a website or a contact center, an application must be sent to the contact center by email. A refund will be made for all unused portions of the route to the account from which the ticket was paid.
When the route is to be used, the application must be sent after the flight. Violating the sequence of using route segments is prohibited. When buying a ticket at a travel agency, office or through a third-party Internet resource, you need to contact the agent through whom the ticket was received. In the absence of such an opportunity, it is allowed to contact the offices and the contact center of S7.
If you cancel a flight several days in advance, you can count on:
- Alternative without changing the point of arrival.
- Full refund.
If the flight is delayed, you can issue an involuntary refund for the unused ticket in full. Cancellation of flights or rescheduling on the day of departure gives hope for an alternative at no extra cost. If the trip has been shortened, you can demand a refund of the money paid for all services that have not been used.
You can claim compensation yourself or with the help of a specialized service (kompensacija.ru, Airhelp, Compensair, Flight-refund). If the money is not returned, you will have to go to court. According to Art.15 of the Law “On Protection of Consumer Rights”, moral damage caused by the carrier is compensated if his guilt is proved. The amount is determined by the court.
Passenger rights
If the flight is delayed, the passenger has the right to free rebooking to another flight (subject to availability) in the same direction or return.
To change your reservation, it is recommended to contact the place of purchase of the ticket or the contact center by phone 8 800 700-0707 (free call within Russia), +7 495 783-0707 (in Moscow). You can use the feedback form on the site.
According to the FAP, in this case, you can get free of charge:
- a place in the storage room;
- access to the mother and child room;
- with a delay of more than 2 hours - 2 phone / email calls and drinks;
- if you wait more than 4 hours - meals (then every 6 hours);
- with a delay of more than 8 hours (6 hours at night) - a hotel;
- transportation to the hotel and for departure.
If the company does not provide services, they can be paid for and the checks can be attached to the claim for compensation. According to the FAP, for a flight delay due to the fault of the carrier, you can get:
- 25% of the minimum wage (2372 rubles) per hour of delay (no more than 50% of the ticket price);
- 3% of the full ticket price per hour of delay.
According to EU regulations, if the arrival of an aircraft is delayed by 3 or more hours, monetary compensation is due, determined depending on the distance between the airports of departure and landing in a straight line:
- up to 1500 km - € 250;
- 1501-3500 km - € 400;
- over 3500 km - € 600.
If the flight is delayed for 5 hours, it can be canceled. In this case, compensation includes the cost of tickets:
- in whole or for unused segments of the route;
- entirely, if the meaning of the flight is lost;
- to the departure point if the connection is missed.
Payments are made within 7 days. If the connection is missed, a seat is provided for the next flight and assistance at the airport. Mandatory additional services here are the same as in Russia, but their provision also depends on the length of the route:
- up to 1500 km with a delay of 2 hours;
- 1500- 3500 km with a delay of 3 hours;
- 3500 km or more and 4 hours late.
Cancellation of registration for an S7 flight to Europe due to lack of free seats does not imply monetary compensation. If a flight to Russia is disrupted, a small amount is allowed, but it is better to agree to an alternative flight. If this happened due to a passenger being late, the money can be refunded only with a deduction of 25% of the ticket price.
Conclusion
In S7 Airlines, compensation issues are resolved in the same way as in other companies - there is only one legislation. You should contact the carrier's staff and document any violations. In order not to be removed from check-in for the flight, arrive at the airport in advance. Fortunately, there are possibilities for tracking the flight.
