1.1. These Terms and Conditions are a public offer in compliance with Clause 2, Article 437 of the Civil Code of the Russian Federation, valid upon their publication at aeroexpress.ru/bonus/. They replace all previously valid terms and conditions of the Aeroexpress Bonus programme and have unconditional priority over all public statements previously made by Aeroexpress in respect of the Programme. Aeroexpress OOO (hereinafter referred to as Aeroexpress) reserves the right to change or cancel the Terms and Conditions of the Aeroexpress PRIVILEGE Programme, both by providing a preliminary notification or by not doing so, in the manner outlined in these Terms and Conditions and effective laws.
1.2. These Terms and Conditions (hereinafter referred to as the Terms and Conditions) shall govern general provisions and principles of the Aeroexpress PRIVILEGE Programme.
1.3. Members of the Aeroexpress PRIVILEGE Programme must observe and strictly abide by the Programme’s Terms and Conditions, as well as comply with all the terms specified in the Programme. Members shall now and again check this Programme for any changes.
1.4. These Terms and Conditions shall apply to all Members of the Aeroexpress PRIVILEGE Programme. Membership of the Aeroexpress PRIVILEGE Programme means that the Member has read and agreed with all provisions hereof.
1.5. Members’ personal information required to participate in the Programme is stored, processed and used for the purposes of the Programme. For the purposes of marketing events and mailing of Programme informational materials, personal data may be handed over to Aeroexpress’ partners and other third parties.
2. TERMS & DEFINITIONS
Adjustment: redeeming or awarding bonus points to a Member by the Operator.
Aeroexpress PRIVILEGE Loyalty Programme (hereinafter referred to as Aeroexpress PRIVILEGE): a set of relationships as part of which Programme Members taking rides on Aeroexpress trains obtain the right to take part in Campaigns held by Programme Partners.
Aeroexpress PRIVILEGE PREMIUM Loyalty Programme (hereinafter referred to as Aeroexpress PRIVILEGE PREMIUM): every Member is awarded Points for taking corresponding actions and such Points can further be used to purchase Reward Tickets.
Aeroexpress: the limited liability company Aeroexpress.
Bonus Account: a Programme Member’s individual account where their personal data and history of earning and redeeming Points (Transactions) is stored;
Campaign: a marketing event held by a Partner or independently, aimed at encouraging Members to take certain actions both on Partner’s or Aeroexpress’ side. Campaign terms and conditions form an integral part of the Programme and are posted separately on a corresponding page of each Campaign at aeroexpress.ru/bonus/.
Contact Centre: an office that serves Members by phone or online.
Feedback Form: a form available on the website for Members to contact the Operator.
Login: an identifier of the personal account. Login is the Member’s email address provided upon registration on the Aeroexpress website or mobile app.
Member: an individual aged above 14 years old who accepts and complies with these Terms and Conditions.
Mobile App: the Aeroexpress specialised service programme that is used to quickly purchase Tickets and obtain information from Aeroexpress and is installed on mobile devices (smartphones and tablets). It can be downloaded from the App Store and Google Play.
Operator: keeps and maintains the Members’ database, keeps records of Members’ Points, communicates with Members and Partners, manages the Programme, and ensures its development. As part of these Terms and Conditions, Aeroexpress is the Programme’s Operator.
Order: one or more Tickets paid for at once by a customer. One order may include several Tickets at the same fare (Standard or Business). There is a maximum of ten (10) Tickets per Order.
Partner: an individual or legal entity that has signed a marketing agreement with Aeroexpress and undertaken to hold Campaigns as part of the Programme for Programme Members.
Passenger: a person with a valid Ticket or e-ticket.
Points: conventional units that are recorded in the Member’s Account and can be used to purchase a Reward Ticket (service). Points are awarded and redeemed when a Member takes certain actions. Points may not be exchanged for cash, transferred or sold to other persons.
Programme: there are two programme levels - Aeroexpress PRIVILEGE and Aeroexpress PRIVILEGE PREMIUM.
Registration Date: the date when a Member joined the Programme via their User Account, consenting to become a Member and to accept the Programme’s Terms and Conditions.
Reward Ticket: a ticket that may be purchased by a Member at a special price under the Programme’s Terms and Conditions in exchange for a specified number of Points deducted from the Member’s Bonus Account in compliance herewith, and required balance payment.
Ticket: a document of a proper form, confirming that Aeroexpress and a passenger have come to an agreement of transportation at one of the following fares: ‘Standard’, ‘Standard Round Trip’ or ‘Business’, valid for railway trips.
Transaction: an operation of awarding or redeeming Points, that is recorded in the Member’s Bonus Account.
User Account: a customer’s personalised workspace on the website or Aeroexpress mobile app where the customer can order/pay for services, look through their order history, obtain personal data, etc.
3. PROGRAMME MEMBERSHIP AND ITS LEVELS
3.1. Membership in the Programme is free and voluntary.
3.2. Membership in the Programme is individual. Any legally competent person aged above 14 may become a Programme Member.
3.3. The Programme provides for two levels of membership:
• Aeroexpress PRIVILEGE: a set of relationships as part of which Programme Members taking rides on Aeroexpress trains obtain the right to take part in Campaigns held by Programme Partners.
• Aeroexpress PRIVILEGE PREMIUM: every Member is awarded Points for taking corresponding actions and such Points can further be used to purchase Reward Tickets.
4. MEMBERSHIP IN THE AEROEXPRESS PRIVILEGE PROGRAMME
4.1. To become a Member of the Aeroexpress PRIVILEGE Programme, it is necessary to purchase an Aeroexpress ticket, visit the website at aeroexpress.ru/bonus/ and read through a full list of Campaigns available at a particular period, and their terms and conditions.
4.2. Aeroexpress may change, cease or terminate Campaigns at any time and without any prior notice.
4.3. Aeroexpress may publish incomplete lists of Partners and Campaigns in its marketing materials.
4.4. Every Programme Member undertakes to strictly comply with these Terms and Conditions and those regulating Campaigns held by Partners as part of the Programme.
4.5. Aeroexpress shall not be responsible for the quality of services provided by Partners to Members of the Aeroexpress PRIVILEGE Programme. In case of any claims, Members shall address a corresponding Partner.
4.6. Aeroexpress shall not be liable for Partners’ actions including, among others, for Partners breaching their contractual obligations in respect of Aeroexpress, refusing to provide Members access to Campaigns, and for any damage caused to Members and third parties by Partners’ actions.
4.7. Aeroexpress shall not be liable for any fraudulent actions taken by Partners’ employees, Members, Partners’ clients and third parties, as well as for any damage and losses incurred by Partners as a result of their participation in the Programme. All and any risks of this kind shall be regulated by Partners.
5. MEMBERSHIP IN THE AEROEXPRESS PRIVILEGE PREMIUM PROGRAMME
5.1. To become a Member of Aeroexpress PRIVILEGE PREMIUM, passengers shall register via their Personal Account by checking the box and giving consent to take part in the Programme, as well as filling in all the required fields, as follows:
- Phone number
- Email address
- First Name
- Last name
- Date of birth (this parameter is not subject to change);
- City of residence
- Civil status
- Number of flights per year
- Children’s year of birth
5.1.1. This information is collected to segment customers and distribute them by Campaigns.
5.2. After registering with the Programme, the Member shall confirm their email address and mobile phone number to communicate with the Operator.
5.3. In the case that the Member specifies an email that is already registered in the system, they will receive a message that such an email address is already registered, and they need to restore their password.
5.4. Bonus Account
5.4.1. One Member may only have one Bonus Account. To access the Bonus Account, the Member shall specify their Login and password.
5.4.2. The Member’s Bonus Account and accumulated Points cannot be combined with the Bonus Account and Points of the other Member and a Member of a different loyalty programme. The Member’s Bonus Account and accumulated Points cannot be transferred to other individuals.
5.4.3. The Member shall take all necessary steps to avoid any possibility of unauthorised access to their Bonus Account, in particular, the Member shall ensure the safekeeping of their Login and password to the Personal Account, and to prevent any access to it by other individuals.
5.4.4. In the event the Member suspects any unauthorised activities on their Account, they must immediately notify the Operator via the Feedback Form or Contact Center.
5.4.5. The Bonus Account balance can be checked in real time via the Member’s Personal Account. All Points are awarded in compliance with Clause 5.5.1 hereof.
5.4.6. The Operator shall not be liable in the case that the Member’s Bonus Account balance is not available due to technical failures, the elimination of which is beyond the Operator’s control.
5.4.7. If the Member does not redeem the Points accumulated on the Member’s Bonus Account within 365 calendar days, the Operator will revoke those accumulated Points not used as of the corresponding date.
5.4.8. Aeroexpress shall reserve the right to check Members’ Bonus Accounts, including temporary suspensions of the Bonus Account operation or its complete termination.
5.5. Awarding of Points
5.5.1. Points for Tickets purchased by the Member and filling in all the fields will be awarded automatically within 24 hours of the Ticket purchase date.
5.5.2. Points will only be awarded for the Tickets purchased by the Member via their Personal Account on the Website or via the Mobile App and for filling in all the fields in the Member’s Personal Account.
5.5.3. Points are issued for Tickets bought at the fare rates fixed by Aeroexpress as of the date of the Transaction and in accordance with Clause 5.5.4 hereof.
5.5.4. Points will be awarded at the following rates:
- for one ticket at the "Standard" tariff, purchased on the website and / or in the mobile application - 50 Points;
- for one ticket at the "Business" tariff, purchased on the website and / or in the mobile application - 100 Points;
- 80 Points (awarded once) for filling in all the fields in the Personal Account.
5.5.5. The Operator may award the Member with extra Points, which are not specified in Clause 5.5.4 hereof, following the conditions of special Campaigns/Adjustments.
5.5.6. Members can monitor the number of awarded, redeemed and deducted Points via their Personal Account on the Website or Mobile App.
5.5.7. No Points will be awarded when the Member purchases a Reward Ticket.
5.5.8. The Program does not take into account the Participant's activity prior to joining the Program.
5.6. Deducting of Points
5.6.1. Members may only redeem their Points for Reward Tickets on the Aeroexpress Website or Mobile App.
5.6.2. Members may only redeem their Points for Reward Tickets before they select and purchase Tickets, provided that they have been authorised via their Personal Account.
5.6.3. When purchasing a Reward Ticket, the Member shall pay a corresponding special price and the required number of Points will be deducted from their Bonus Account.
5.6.4. Special prices fixed by Aeroexpress for Reward Tickets and the respective number of Points that are then deducted from the Member’s account are specified below (all numbers apply to one ticket):
|Ticket Fare||Number of Points||Special Price, RUB|
5.6.5. To purchase a Reward Ticket, given that the required fare has been selected and there are sufficient Points to purchase such a Reward Ticket, the Member should tick the checkbox ‘I want to redeem my points’ in the ‘Discounts’ section. The ‘Discounts’ section becomes available after the personal data is entered (the Data section).
5.6.6. The Member may refuse to purchase Reward Tickets if they do not tick the checkbox ‘I want to redeem my points’ before clicking the ‘Go the payment’ button.
5.6.7. Purchased Reward Tickets are e-tickets that shall not be subject to refund and shall be valid in accordance with the e-Ticketing Terms and Conditions.
According to Clause 98, Order No. 473 issued by the Ministry of Transport of the Russian Federation on 19 December 2013 ‘Conditions of Rail Carriage for Passengers, Baggage, and Cargo’ (registered by the Department of Justice on 24 July 2014 under No. 33244), unused one-way tickets to travel on suburban trains without an assigned seat are not subject to refund. A full refund is only provided if Aeroexpress trains have not travelled for more than one hour, due to an unscheduled maintenance break. Passengers can be given a full refund on their unused one-way suburban train ticket only within the period of the unscheduled maintenance break at the departure station.
5.6.8. The parameters of Reward Tickets purchased via the Aeroexpress website or mobile app shall not be subject to any changes.
5.6.9. It is prohibited to sell, illegally purchase, and exchange Reward Tickets, or to put them up for auction, which is deemed the improper use of the Reward Tickets / awarded Points (hereinafter referred to as the Commercial Use). Aeroexpress may draw a conclusion about the Commercial Use of Reward Tickets based on any available information, including printed and online publications, inquiries and complaints from other passengers, and information from third parties, and also based on the results of internal investigations.
5.6.10. In the case that the Transaction fails while a Reward Ticket is being issued, the respective number of Points will be reserved in the Member’s Bonus Account and not deducted. Those Points will once again be available to the Member via their Account in 30 minutes.
5.7. Changing Personal and Contact Data
5.7.1. Members shall be liable for providing the Operator timely notification about any changes regarding their Personal and contact data.
5.7.2. Personal data (date of birth) can only be changed by the Operator after the Member submits a request via the Feedback Form, found on the website, containing their Login and telephone number.
5.7.3. Members can change other personal data (except for the date of birth) independently via their Personal Account.
5.8. Aeroexpress shall not be liable in the case that the Member’s Bonus Account balance is not available because the Member cannot access the website due to technical failures, the elimination of which is beyond the Operator’s control.
5.9. Any claims regarding refunds and recovery of Points redeemed for a Reward Ticket will be reviewed in the cases specified in the Conditions of Carriage. The refund amount for a Reward Ticket and the number of redeemed Points, that are subject to recovery in the Member’s Bonus Account, will be calculated from the price of the Reward Ticket as of the date of purchase. Claims can be submitted via the Feedback Form. The period for considering Passengers’ claims shall not exceed thirty (30) days from the date they were received by Aeroexpress.
For the Operator to accept a claim for the review, the member shall provide the following data together with the description of the situation that occurred to them: Login, full name, phone number registered (confirmed) in the programme, and bank account details to which they ask to transfer the refund. It is also necessary to provide a copy or screenshot of a corresponding Reward Ticket.
5.10. Aeroexpress has the right to not review a claim and refuse to issue Points to the Member’s Bonus Account or cancel awarded Points in the case that insufficient information was received from the Member.
5.11. Aeroexpress reserves to right to carry out internal investigations in the case that an illegal purchase or Commercial Use of Reward Tickets were suspected.
5.12. By registering via the Account, the Member agrees to receive advertisements about Aeroexpress services and consents that their personal data is transferred and processed by Aeroexpress with the aim to carry out advertising and marketing campaigns and promote Aeroexpress services, as well as for other purposes.
The consent shall be deemed received by the Operator on the date when the Member registered with the Programme and may be at any time revoked by the Member by sending a written notification. The Operator shall process Member’s personal data in compliance with Article 6 of Federal Law No. 152-FZ ‘On Personal Data’ dated 27 July 2006.
5.12.1. Processing of Member’s personal data as part of these Terms and Conditions shall mean any actions (operations) performed with personal data, including the collection, recording, classification, storage, clarification (updating and changing), retrieving, usage, transfer (distribution and providing access to), depersonalization, blocking, deleting, and destroying personal data.
5.12.2. The Member who joined the Programme also consents that, if necessary for the purposes specified above, Aeroexpress may hand over their personal data provided upon registration to third parties if that transfer is required to meet Member’s interests under the Programme and perform the Programme, provided that such transfer and further processing of personal data by third parties comply with effective laws of the Russian Federation.
5.12.3. According to Article 5 of Federal Law No. 152-FZ ‘On Personal Data’ dated 27 July 2006, the period of storing Member’s personal data shall not exceed the time of reaching the aims for which that data was processed.
5.12.4. Personal data shall be destroyed after the Operator receives a written request from a Member. The request to delete personal data is drawn up in any form and shall contain the following information: Login, surname, name, middle name (if any), Member’s primary ID data, and phone number that was registered (confirmed) in the Programme. The request shall be sent to P.O. Box 170, Sheremetyevo-2 Airport, Khimki, Moscow Region 141425, marked ‘Aeroexpress PRIVILEGE Loyalty Programme’. Personal data will be deleted within 30 days of the date when the Operator received the request, provided that no other period is specified in Federal Law No. 152-FZ ‘On Personal Data’ dated 27 July 2006. After the request has been processed, a notification will be emailed to the Member’s address confirming that their personal data is no longer processed by the Operator and has been deleted from the Programme.
6. Legal Responsibilities of the Parties
6.1. The Member must comply with the terms and conditions of the Programme.
6.2. These Terms and Conditions shall be deemed valid after they have been published on the website.
6.3. Any potential disputes arising out of or in connection with the Programme shall be resolved in Moscow, Russian Federation.
6.4. Any potential disputes arising out of or in connection with the Programme and not covered herein shall be resolved using the complaint procedure and in accordance with effective laws of the Russian Federation.
6.5. If the Member breaches these Terms and Conditions and/or railway safety rules and in the case of the Commercial Use of Reward Tickets, Aeroexpress reserves the right to block the Member’s Personal Account for any period, cancel all accumulated Points, and revoke the Member’s Bonus Account. In the event that the Member’s Bonus Account was revoked, their further participation or re-registration in the Programme is at Aeroexpress’ discretion.
7. Contact Details
You can send your questions, comments, suggestions and proposals regarding the Programme as follows:
Via the Feedback Form on the Website, by selecting the Aeroexpress PRIVILEGE Programme;
By calling the Contact Centre at +7 800 700 3377 (for calls from Russia’s regions and mobile phones) or +7 495 663 8410 (for calls from Moscow) from 09:00 to 21:00 Moscow time. Calls made from within Russia are free of charge.