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An official investigation found that the boarding for flight SU 52 on Dec 26, 2018 was closed in accordance with the airline’s operating schedule. Due to reasons beyond the control of PJSC Aeroflot you did not arrive at the boarding gate before the boarding deadline and were denied carriage on flight SU 52 on Dec 26, 2018 pursuant to paragraph 91 of Federal Aviation Rules.
In accordance with the rules of the fare selected by you when booking your ticket No. xxxxxxx change of air carriage conditions after the scheduled departure time indicated in the issued ticket is not allowed. Thus in order to fly on the route from Moscow to Saint Petersburg you should have bought new ticket.
We are looking for your understanding that there is no basis for fulfilling your requirements.
We hope that the provided information on Rules for Air Carriage and fare rules will be useful for your future flights with us and that the decision rendered will not affect your attitude towards our airline. We will be happy if you will choose PJSC Aeroflot for future flights.
"In accordance with paragraph 37 of the Federal Aviation Rules, when booking your travel at the agency, you had the opportunity to get acknowledged with complete and accurate information about the terms and conditions of carriage, including fare rules and the Rules of PJSC Aeroflot for Air Carriage of Passengers and Baggage (the “Rules for Air Carriage”).
Details of the Rules for Air Carriage and fare rules can be found on the official website of PJSC Aeroflot at https://www.aeroflot.ru/media/ ...
and http://www.aeroflot.ru/ru-en/i ... respectively.
We would like to note that minimal time interval (the minimum connection time) required for passengers to transfer from one flight to another, depending on the departure/arrival terminal and the type of the next flight (international/domestic), as well as for airline employees for unloading/loading luggage. When booking air transportation, each passenger himself evaluates and decides how long it will take him to transfer from one flight to another, depending on a number of circumstances, such as the presence or absence of luggage, physical capabilities, awareness of the airport infrastructure, etc.
Flight SU 52 on Dec 26, 2018 was delayed for 11 minutes, however, the minimum connection time for a changeover to flight SU 52 Moscow- Saint Petersburg was retained and was 1 hour 24 minutes. Arrivals on international flights at Sheremetyevo-E Terminal and departures on domestic flights from Sheremetyevo- B Terminal minimum connection time should be 1 hour 05 minutes.
During the check-in for flights in accordance with paragraph 84 of the Federal aviation rules you were issued a boarding passes, which indicates the boarding start time, the boarding gate number, and the boarding end time. Pursuant to paragraph 90 of Federal Aviation Rules, the passenger must arrive at the gate to board the aircraft no later than the boarding end time indicated on the boarding pass. Thus, it is the passenger’s responsibility to arrive at the boarding gate on time.
We want to inform you that passport control checks for flights departing from Sheremetyevo Airport are conducted by the Border Guard Service of the Federal Security Service of the Russian Federation. The activities of passport and security control are beyond the control of PJSC Aeroflot.