Passenger service

• time of departure and arrival of the aircraft;
• location, beginning and ending of the check-in time;
• delays or flight cancellations and their causes;
• methods and routes of transition between the air terminals or passage among the airports and from the airport to the city;
• rules and procedure for the conduct of inspection for aviation security, screening of the passengers, their cabin bags and baggage;
• general rules for passenger meeting requirements, connected with border, customs, immigration, sanitary-epidemiological, veterinary-sanitary, phytosanitary and other types of control;
• location of baby care room, law-enforcement bodies station, enquiry desk, medical post, WC etc.;
• place of baggage receipt and actions to be taken by the passenger in case of delay, damage, destruction of the baggage.

7.1.2 All the announcements that are made in the airports of Ukraine have to be done in Ukrainian and English languages. In the international airports announcements additionally can be performed in the language to/from which the flight is performed.

7.1.3 The air carrier or the handling agent shall provide the following services at the airport:

• registration of the passengers  and baggage handling;
• ground transportation of the passengers, baggage to the aircraft parking area and boarding of the passengers and loading of the baggage on board of the aircraft;
• arrangement of deplanement of the passengers from the aircraft and baggage unloading, their ground transportation to the corresponding airport arrival terminal and baggage dispensing;
• informing regarding delay/cancellation of the flight not later than 10 minutes before the arrival time of the aircraft according to the schedule.

7.1.4 Passengers check-in starts 120 minutes before the flight departure according to the schedule. Depending on local conditions, check-in can start earlier. Passengers and baggage check-in in the airports of Ukraine and airports outside Ukraine  finish 40 minutes before the departure time of the flight according to the schedule.

7.1.5 Passengers boarding an aircraft in the airports of Ukraine and in the airports outside Ukraine ends 15 minutes before the departure time of the flight.

7.1.6 Start and end of the check-in and boarding the aircraft are stated in the ticket or in the other document,   which is provided to the passenger at the time of ticket sale.

7.2.1 Air carrier shall provide the passengers on board of the aircraft package of services depending on the type and arrangement of the aircraft, flight duration, time of day, whereby the flight takes place, also class of service indicated in the ticket. The scope of services and the procedure of their provision are determined by these Rules.

7.2.2 The air carrier provides the following:

• equipment of the passenger cabin of the aircraft with hardware and systems for ensuring passenger safety; maintaining appropriate temperature range in the cabin, means of individual use for passengers  (passenger reading light, fan, table for meals, system of safety belts, oxygen mask etc.);
• maintaining proper sanitary and hygienic condition of the aircraft cabin;
• serviceability and completeness of the equipment, tools and passenger handling facilities;
• availability of seats for passengers with children;
• possibility of having on board disabled passengers or passengers with limited mobility.

7.2.3 Air carrier on board of the aircraft has trained personnel in sufficient quantities to provide passenger services, including predoctor care, as well to ensure flight safety in accordance with the legislation of Ukraine.

7.2.4 The airline ensures provision of the following free-of-charge services on board of the aircraft:

• assistance to the passengers during boarding or deplanement to/from board of the aircraft (searching for the seat, placing cabin bags etc.);
• information and reference services – due and true information of the passengers with regard to the rules of conduct on board aircraft, free and paid services that are provided, flight conditions, use of the emergency and safety equipment, location in the cabin of personal protection equipment and inflatable slides, location of main and emergency exits, emergency aircraft evacuation procedure;
• first premedical aid;
• provision of drinking water on request of the passenger;
• usage of toilets.

The air carrier is obliged to inform the passengers about the services that are provided on board the aircraft.

7.2.5 Handling of passengers  on board the aircraft is done in such categories:

• business;
• premium-economic;
• economical.

7.2.6 Flight catering is included in the cost of the ticket of the passengers of business- and premium- economy classes. The passengers of economy class can preliminary order flight catering at additional charge. Food and drinks are given according to the norms established by the air carrier.

7.2.7 Air carrier can provide additional services to the passenger during the flight. The list of additional services, the order of their receiving and payment is established by air carrier. Air carrier informs the passengers about additional services by means of placing of the corresponding information on own web-site www.windrose.aero.

7.2.8 To provide first aid during the flight the air carrier is obliged to have on board the aircraft first-aid kits in the following quantity for the number of passenger seats:
from 100 till 199-2 units;
from 200 till 299 - 3 units;
from 300 and more - 4 units.

7.3.1 Business class passenger service is provided in a separate cabin.

The layout of the business class cabin depends on the type of aircraft being operated.

The number of seats in the business class cabin depends on the layout of the specific aircraft.

7.3.2 Premium Economy Class - a enhanced comfort class, the service standards in which (food and baggage allowance standards) should be higher than the service standards in the economy class. The premium economy class cabin is equipped with seats provided for the economy class cabin. The air carrier can equip the premium economy class cabin with seats similar to business class seats.

7.3.3 The premium economy class cabin is separated from the business class cabin and the economy class cabin by redistribution (hard or soft).

7.3.4 When selling a ticket, the air carrier is obliged to inform the passenger about the service that is provided to business class and premium economy class passengers in accordance with the rules of the air carrier.
7.3.5 Economy class cabin is located behind the business class cabin or behind the premium economy class cabin, if available.
Passengers are accommodated in the passenger cabin with standard seating.
7.3.6 The provision of passenger nutrition services should be carried out with strict observance of food storage time.

7.4.1 The aircraft shall be equipped with a required set of rescue equipment and means of emergency evacuation of passengers in an emergency situation.

7.4.2 It is prohibited to take on board the aircraft packaging materials, inventory and equipment for which there are no sockets, racks or special fasteners foreseen.
7.4.3 The maximum number of persons on board the aircraft must not exceed the number of seats and chairs equipped with seatbelts.
7.4.4 Before take-off, landing and in special cases passengers are required to fasten seatbelts, and flight attendants shall control fastened position and belt tension of each passenger. Children under two years who are transported without a separate seat shall be placed on the lap of adult passengers who have to hold children tightly with their hands and fix with special belts that are fixed to the safety belts of adult passengers.

7.4.5 On every flight attendants shall provide the following services:

• timely and properly inform the passengers about locations of emergency equipment and rules of its use;
• to familiarize the passengers with safety instructions;
• to do thorough inspection of all passenger areas of the aircraft for the purpose of detecting foreign objects;
• when receiving and accommodating passengers on board the aircraft, to carefully comply with the requirements of centering, not to let bulky items be placed on baggage racks, not to let any items be placed in aisles, near entrance doors and emergency exits;
• during the flight in the zone of turbulence to demand passengers to be in seats with seat belts fastened;
• before passengers boarding the aircraft and disembarking from the aircraft, to control if the air stairs are installed properly;
• before takeoff and landing of the aircraft, to control correct installation and reliability of fastening of equipment and inventory;
• not to let passengers walk along the cabin when the panel is on with the inscription "Fasten seat-belts"

7.4.6 The air crafts of the air carrier are not equipped with the flight baby cots.

7.4.7 The airline shall ensure safety in the cabin, proper and safe storage of hand baggage, baggage, removable equipment, etc.