Transportation of special categories of passengers

8.1.1 The air carrier or handling agent shall not be entitled to deny seat reservation for disabled persons or persons with reduced mobility, beside cases, stated in the item 2 of this part.

The air carrier or handling agent shall not be entitled to deny disabled persons or persons with reduced mobility boarding the aircraft in the presence of valid ticket and reservation, beside cases, stated in the item 2 of this part.

8.1.2 The air carrier, sales agent, handling agent can deny disabled person or the person with reduced mobility seat reservation, boarding the aircraft, and also demand accompaniment of such a person by another person that can provide necessary help:

• with the aim of compliance of the safety requirements, established by the international law, legislation of Ukraine and safety requirements, established by the authority that issued the valid Air Operator Certificate;
• if the size of the aircraft, its doors makes it impossible boarding the aircraft or carriage of the disabled passenger or the passenger with reduced mobility.

In case of denial of reservation confirmation due to the reasons mentioned in this paragraph the air carrier, sales agent above all have to make very possible effort to propose such a person the most comfortable alternative variant of transportation.

8.1.3 The air carrier is obliged above all to propose to the disabled passengers or passengers with reduced mobility that were denied boarding the aircraft due to the reasons stated in the item 2 of this paragraph, and also any such person that is accompanying the disabled passenger or the passenger with reduced mobility, to refund the cost of the ticket or route change according to item 2 paragraph 2 part 15 of these Rules. The compensation payment in such a case is not performed. Right for return flight or route change is provided in case of compliance of safety requirements.

8.1.4 Air carrier, sales agent are obliged to publish on own web-sites in Ukrainian and English languages, also in case of need in the other languages safety regulations, rules of accompaniment and conditions of transportation of disabled passengers or the passengers with reduced mobility, and also any restrictions regarding their transportation or transportation of mobile vehicles by reference to technical capabilities of the aircraft.

Tour operator and sales agent shall inform the passengers about the safety regulations, rules of accompaniment and restrictions for flights engaged to complex travels, tours, which it organizes and/or proposes for sale.

8.1.5 In case of denial of reservation confirmation or boarding the aircraft for the disabled person or the person with reduced mobility due to the reasons mentioned in item 2 of this paragraph, the air carrier, sales agent or handling agent have to immediately inform such a person about the reason of denial and upon demand of the person who was denied of reservation confirmation or boarding the aircraft within five business days from the date of receipt of request to provide additional written notification about the reasons of denial.

8.1.6 Airport operator together with the users of the airport and with involvement of organizations that represent the interests of the disabled persons or the persons with reduced mobility, have to determine the  location of the points of arrival and departure to/from the air terminal building (terminal) or within the boundaries of the airport, where the disabled passengers or the passengers with reduced mobility could з unhindered inform about own arrival and make request about provision of necessary assistance. Points of departure and arrival can be located in one or in different places. General information about services, location of servicing points etc. in the format comprehensible for the disabled passengers or the passengers with reduced mobility has to be placed in the determined locations of points of arrival and departure.

8.1.7 In order to ensure the rights of disabled passengers or passengers with reduced mobility during the use of air transportation services, airport operators and air carriers should create groups (services) for provision of assistance to disabled persons or persons with reduced mobility.

Such groups (services) can be either permanently operating (for example, at airports with a large volume of transportation of disabled passengers or passengers with reduced mobility) or temporarily operating (organized from the number of shift workers for specific cases of serving disabled passengers or passengers with reduced mobility).

8.1.8 The passenger must independently decide on the possibility of using air transport taking into account own health condition before commencing the trip. The air carrier must provide relevant flight information in a form that is accessible to the passenger.

8.1.9 Air carriers and sales agents must take all necessary measures to ensure that all their points of sale, including the sale using telephone and mobile communications, the Internet, provide information on assistance to disabled passengers or passengers with reduced mobility provided by the air carrier, conditions and order of such assistance.
Sales agent after receipt of such a request regarding the necessity of provision of assistance to the disabled person or the person with reduced mobility has to send such a request to the air carrier within the shortest time period.

8.1.10 A request for assistance in transporting a person with a disability or reduced mobility must be sent to the sales agent who received such a request, or the passenger (his representative) to the air carrier no later than 48 hours before the announced departure time of the flight. The carrier must transmit the relevant information not later than 36 hours before the announced departure of the flight:

• to the airports of departure, arrival and transit;
• to the handling air carrier, if such a carrier has not made a reservation.

In all cases except stated in this item air carrier, its sales agent have to submit the information as soon as possible.

If the event, which caused loss of mobility, occurred less than 24 hours before the flight departure or the request for assistance was not made during reservation, the issue regarding the possibility of transportation of the person that lost mobility is solved in timely manner using the phone numbers that are located at the web-site of the air carrier www.windrose.aero.

8.1.11 After departure of the flight the air carrier or the handling agent has as soon as possible send the notification to the destination airport about the amount of disabled passengers or passengers with reduced mobility on the flight, stating the necessary help.

8.1.12 If the disabled passenger or passenger with reduced mobility arrives to the airport with the aim of conduct of air transportation, on which he/she has reservation, airport operator has to ensure the provision of such help stated in items 18,19 of this part, providing that the request regarding such a help during transportation of the disabled person or the person with reduced mobility was sent by the air carrier at least 48 hours before the flight departure time that is stated in the ticket.

The request regarding assistance during transportation of the disabled person or the person with reduced mobility is extended to the return flight, if the agreement with the same air carrier was concluded concerning the departure flight and return flight, the passenger has to be notified about it.

8.1.13 In case of need of usage of the guide dog or the other service animals the air carrier has to ensure the transportation of the disabled passenger or the passenger with reduced mobility together with the guide dog or the other service animal. The passengers that are accompanied by the guide dog are located on the places where there is enough space for location of the guide dog not far from the emergency exit.

The guide dog, service animals upon the availability of the medical certificate that the passenger needs such type of support are transported free of charge. The rules of carriage of service animals are established by the air carrier.

8.1.14 In case of failure to deliver the request about provision of help during transportation of the disabled person or the person with reduced mobility the air operator has to use best efforts for provision of necessary help, stated in the items 8, 19 of this part.

8.1.15 Provision of paragraph 12 of this part is applied upon condition that the disabled passenger or the passenger with reduced mobility is present at check-in at a time determined by the air carrier (tour operator) and the passenger is informed in the written form (including using electronic means), or not later than one hour before the time of departure of the flight that is stated in the ticket.

Also the provisions of the paragraph 12 of this part are used if the passenger arrives to the determined place for handling the disabled passengers or the passengers with reduced mobility within the boundaries of the airport:

• at a time determined by the air carrier (tour operator), handling agent that is servicing the air carrier flights and the passenger is informed about it in the written form (including using the electronic means); or
• not later than two hours before the time of flight departure that is stated in the ticket, if it was not informed about the time of arrival to the airport.

8.1.16 If the disabled passenger or the passenger with reduced mobility conducts transfer in the airport located on the territory of Ukraine, the airport operator or handling agent that provides the services for the air carrier in the transit airport is ensuring the provision of help stated in the clauses 18, 19 of this part.

8.1.17 Help during transportation of disabled passengers or the passengers with reduced mobility stated in the clauses 18, 19 of this part has to correspond to the needs of such persons and is provided by the airport operator free of charge.

8.1.18 Airport operator or the handling agent has to apply all the measures to help the disabled passengers or the passengers with reduced mobility in order to enable them:

• to inform about own arrival to the airport, including using «Call button» or communicating device in the accessible place and on the most comfortable for such passengers level, and to request assistance in the determined placed within the boundaries and outside the boundaries of the buildings of the airport terminal;
• to move from the determined point to the check-in desk;
• to register and check in baggage;
• to move from the check-in desk to the aircraft with completion of migration, customs and other formalities;
• to board/unload the aircraft using the elevators, wheeled traps, wheeled cabin chairs and other necessary help;
• to move from the doors of the aircraft to own place;
• to keep and take baggage in the aircraft cabin;
• to move from own place to the doors of the aircraft;
• to move from the aircraft to the baggage claim terminal and to get baggage with completion of migration and customs formalities;
• to move from the baggage claim terminal to the determined control point;
• to move to the exit for the conduct of boarding connecting flight in case of transit with getting help in the air and on earth, and also in case of need within the boundaries and between the airport terminals;
• to move in case of need to the toilet within the boundaries of the terminal;
• to obtain necessary for the conduct of flights information in the admissible formats;
• to conduct temporary change on the similar basis of damaged or lost means of transport. Also the airport operator in case of need has to provide the servicing of the guide dogs and service animals.

8.1.19 The airport operator or the handling agent has to ensure the servicing of all necessary mobility devices, including wheelchairs with electric drive, subject to the advance notification 48 hours prior to performance of the flight and taking to account possible space restrictions on board the aircraft and in accordance to the provisions ІСАО, ІАТА and legislation of Ukraine in the sphere of transportation of dangerous freight.

8.1.20 If disabled person or the person with reduced mobility is assisted by a person accompanying him/her, then that person may be provided with the necessary assistance at the airport, during boarding and disembarking the aircraft. The air carrier shall provide the passenger accompanying the disabled passenger or the passenger with reduced mobility a seat on board the aircraft that is located near the seat of the person that is being accompanied.

8.1.21 The air carrier must provide transportation of up to two units of mobile vehicles per passenger with disabilities or with reduced mobility, including wheelchairs with electric drive, subject to the advance notification 48 hours prior to the performance of the flight and taking into account possible space restrictions on board the aircraft and in accordance with the provisions of ICAO, IATA and the legislation of Ukraine in the field of transportation of dangerous freight.

8.1.22 In compliance with safety requirements, passengers with disabilities or reduced mobility are located in the cabin of the aircraft not far from the emergency exit so as not to impede the quick evacuation of passengers from the aircraft.
The air carrier must ensure the provision of assistance to such passengers during movement through the cabin of the aircraft.

8.1.23 If the wheelchairs, other mobile vehicles or the auxiliary devices were lost or damaged during airport handling or transportation on board the aircraft, the passenger who owns such an equipment is entitled to receive compensation of the value of such property.

8.1.24 Obligations to a passenger with a disability or with reduced mobility in accordance to the provisions of this chapter may not be limited or not fulfilled.

8.1.25 The air carrier shall bear no responsibility for the aggravation of a passenger or other consequences that can occur with a passenger while boarding/disembarking to/from the aircraft, during the flight or after termination of the air and ground carriage within the airport because of passenger age or their mental or physical condition.

8.1.26 Passengers whose physical condition causes concern of the air carrier shall be allowed to air transportation in the case of presentation of the relevant certificate from a health care institution that he/she is not contraindicated transportation by air, and in some cases that his/her disease does not threaten others. Such a certificate has to be issued not later than 5 days before the date of the planned departure.

8.1.27 The possibility of transportation of seriously ill passengers is determined beforehand by agreement between air carrier and person that is accompanying the passenger and that will provide nursing care of such a passenger during the flight, with provision of seats to them on board the aircraft with payment at the rate that is set by the airline.

8.1.28 Transportation of the stretcher person is not conducted in the absence of aircraft conditions and technical possibilities for transportation.

8.1.29 Air carriers, airport operators and sales agents have to ensure the sufficient level of qualification of own personnel that is providing help to the disabled persons or the persons with reduced mobility.

8.1.30 In case of technical capability the air carrier, airport operators and sales agents of the air carrier use separate check-in desk «PRIORITY» for registration of disabled persons or the persons with reduced mobility.

If possible the personnel of the stated subject of airport activity shall undergo appropriate training, including body language, including international language.

8.2.1 Infants (INF) under 2 years old and children (CHD) from 2 till 12 years old are considered to be children in terms of air transportation.

8.2.2 The children under 2 years of age shall be carried without a separate seat and children at the age from 2 till 12 shall be carried on a separate seat.

8.2.3 The children can be carried both accompanied and unaccompanied by the adult passenger subject to compliance with the requirements stated in the clauses 4-8 of this part.

8.2.4 The category “child transported unaccompanied” shall be assigned to children aged from 5 to 14 years in case of domestic transportation, and to children aged from 5 to 16 in case of international transportation, in case of international transportation where there is an international segment the children aged from 5 to 16 are registered.

8.2.5 The age of a child shall be determined as of the date when the carriage commenced at the airport of departure specified in the ticket.

8.2.6 Children who travel unaccompanied shall be accepted for transportation after their parents, guardians or legal representatives complete the relevant duly executed documents and make payment for services as defined by the airline.

8.2.7 Each adult passenger shall be allowed to carry with him/her no more than two infants – one without a separate place, and the other one on a separate seat, payment for such transportation shall be in accordance with fare set by the airline for transportation of children aged from 2 to 12 years.

The infant regarding whom they paid for a separate seat should be carried in a car seat for transportation of children, certified for use in air transport.

In cases where the passenger doesn't have the appropriate car seat, the airline shall have the right to refuse transportation of the infant in a separate seat.

8.2.8 Passengers with the children under 2 years of age shall be provided with seats equipped with an additional oxygen mask.

8.2.9 Pregnant women may be accepted by the airline for transportation, if the term of pregnancy does not exceed

• 35 weeks for single child pregnancy and
• 32 weeks in case of a multiple pregnancy.