Terms & Definitions
Aeroexpress: the limited liability company Aeroexpress.
Points: conventional units that are recorded in the Member’s Account and can be used to obtain 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.
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 Advance’, ‘Business’, and ‘Round-Trip’.
Website: Programme operator’s information resource at http://www.aeroexpress.ru.
Order: one or more Tickets paid for at once by a customer. One order may include several Tickets at the same fare (‘Standard’, ‘Standard Advance’, ‘Standard Round-Trip’, and ‘Business’). There is a maximum of ten (10) Tickets per Order.
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.
Contact Centre: an office that serves Members by phone or online.
User Account: a customer’s personalised workspace on the website where the customer can order/pay for services, look through their order history, obtain personal data, etc.
Login: an identifier of the Member’s account in the Programme. Login is the Member’s email address provided upon registration in the Programme.
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).
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.
Partner: an entity that signed a marketing agreement with Aeroexpress so that Programme Members are able to earn Points for using their services.
Passenger: a person with a valid Ticket or e-ticket.
Account: a Programme Member’s individual account where their personal data and history of earning and redeeming Points (Transactions) is stored;
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 Account in compliance herewith.
Programme: the Aeroexpress Bonus loyalty programme as part of which every Member is awarded Points when purchasing Tickets that can further be used to buy Reward Tickets. Programme Members taking rides on Aeroexpress trains and purchasing Partners’ products and services may then obtain a Reward Ticket.
Transaction: an operation of awarding or redeeming Points that is recorded in the Member’s Account.
Member: a person aged above 14 who agreed to take part in the Programme by filling in a registration form on the website or any other method provided for by the Programme and who confirmed their contact details.
Feedback Form: a form available on the website for Members to contact the Operator.
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 and govern the Programme’s general provisions and principles (hereinafter referred to as the Terms and Conditions). The Terms and Conditions are published on the website at aeroexpress.ru/aero/info/bonus.html.
1.2. These Terms and Conditions shall apply to all Programme Members. Membership of the Programme means that the Member has read and agreed with all provisions hereof.
1.3. Valid terms and conditions of the Programme are described herein.
1.4. In accordance with Clause 2.1.7 hereof, Programme Members’ personal data is stored, processed, and used in order to ensure the Programme’s operation and can be processed and used by the Operator to carry out advertising and marketing campaigns aimed at promoting Aeroexpress services to the market, distributing information about those services, and sending informational materials about the Programme.
1.5. The Programme can be extended by partnering with more airlines, hotels, etc. and by informing Members about the above.
1.6. Points are virtual conventional units used for settlements under the Programme. As part of the Programme, Members earn Points when they purchase Tickets or make other transactions (actions) and can further use those Points to buy Reward Tickets. Member’s activities before joining the Programme are not taken into account for the Programme.
1.7. Members can learn about the number of Points and conditions of their issue in their Account on the website or mobile app.
1.8. Aeroexpress may at any time unilaterally change and amend these Terms and Conditions. In the case that changes are introduced to these Terms and Conditions, Aeroexpress will notify Members by posting a new online edition hereof on the website.
1.9. The Programme validity period is not limited. Aeroexpress reserves the right to cancel or change the entire Programme or a part thereof at any time, both by providing a preliminary notification or by not doing so. All changes become valid after relevant information is posted on the website. In the case that the Programme is revoked, all Points earned by its Members may be cancelled. Aeroexpress shall not be liable for any loss and damage resulted by changing or revoking the Programme. In the case that the Programme is revoked, Reward Tickets may be used during their validity period.
1.10. Members shall individually keep track of any changes or amendments introduced hereto. By taking actions aimed at earning Points after the new edition hereof comes into effect, the Member gives their consent for that new edition of the Terms and Conditions.
1.11. The Programme is not a lottery.
1.12. In case of any dispute, the Russian version shall prevail.
1.13. Aeroexpress shall reserve the right to check Members’ Accounts, including temporary suspensions of the Account operation and partial or full limitation of various Transactions.
1.14. As part of the Programme, Aeroexpress shall reserve the right to not send informational materials about the Programme to passive Members.
2. Membership in the Programme
2.1. General Provisions
2.1.1. Membership in the Programme is free.
2.1.2. Membership in the Programme is individual. Any person aged above 14 may become a Programme Member.
2.1.3. To become a Programme member, individuals shall register an account on the website and confirm their personal (contact) data.
2.1.4. 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 described in Clause 1.4 hereof.
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 in accordance with Clause 2.1.8 hereof. 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.
2.1.5. 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.
2.1.6. The Member who joined the Programme also consents that, if necessary for the purposes specified above in Clause 2.1.4, Aeroexpress may hand over their personal data provided upon registration to third parties (any cross-border transfers of personal data shall be carried out in accordance with Article 12 of Federal Law No. 152-FZ ‘On Personal Data’ dated 27 July 2006) 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 the effective laws of the Russian Federation.
2.1.7. 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.
2.1.8. 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 Bonus 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.
2.1.9. If a Member, for whatever reason, decides to use the telephone number registered in their Account and tie it to a different Account (with a different Login), their membership in the Programme under the first Login will be automatically revoked after that phone number is verified (confirmed) and tied to the other Account. All Points accumulated to that date will automatically cancel and shall not be subject to recovery.
2.2.1. To participate in the Programme, it is necessary to do the following:
• Register for an Account.
• Tick the consent checkbox in the Account.
• Fill in the following profile fields:
○ Date of birth (mandatory field)
○ Number of flights per year
○ City of residence.
2.2.2. To register with the Programme, the Member shall specify and confirm their email address and mobile phone number to communicate with the Operator.
2.2.3. 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 described in Clause 1.4 hereof. The Member may refuse to receive the above information by ticking a corresponding checkbox in the email that is sent to them.2.2.4. The date when the Member registers with the Programme via their Account shall be deemed the date they started to participate in the Programme.
2.3. User Account
2.3.1. One Member may only have one Account. To access the Account, the Member shall specify their Login and password.
2.3.2. The Member’s Account and accumulated Points cannot be combined with the Account and Points of the other Member and a Member of a different loyalty programme. The Member’s Account and accumulated Points cannot be transferred to other individuals.
2.3.3. The Member shall take all necessary steps to avoid any possibility of an unauthorised access to their Account; in particular, the Member shall ensure the safekeeping of their Login and password to the Account, and to prevent any access to it by other individuals.
2.3.4. In the event the Member suspects any unauthorised activities on their Account, they must immediately notify the Operator via the Feedback Form or Contact Centre.
2.3.5. The Account balance can be checked in real time via the Member’s Account. All Points are awarded in compliance with Clause 3.1 hereof.
2.3.6. The Operator shall not be liable in the case that the Member’s account balance is not available due to technical failures, the elimination of which is beyond the Operator’s control.
2.3.7. If the Member does not redeem the Points accumulated on the Member’s Account within 365 calendar days, the Operator will revoke those accumulated Points not used as of the corresponding date.
3. Awarding of Points
3.1. Points for Tickets purchased by the Member will be awarded automatically within 24 hours of the Ticket purchase date, provided that the Member complies with Clause 3.1.2 hereof.
3.1.1. Points will only be awarded for the Tickets purchased by the Member via their Account on the website or mobile app.
3.1.2. 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 3.1.3 hereof.
3.1.3. Points will be awarded at the following rates:
• 30 Points for one ‘Standard’ ticket;
• 80 Points for one ‘Business’ ticket;
3.1.4. The Operator may award the Member with extra Points, which are not specified in Clause 3.1.3 hereof, following the conditions of special campaigns and promotions.
3.1.5. Members can monitor the number of awarded, redeemed and deducted Points via the Reward Account section of their Account on the website or mobile app.
3.1.6. Points accumulated in the Member’s Account will be valid for 365 days from the date they were awarded to the Member.
3.1.7. No Points will be awarded when the Member purchases a Reward Ticket.
4. Deducting of Points
4.1. Members may only redeem their Points for Reward Tickets on the Aeroexpress website or mobile app.
4.2. Members may only redeem their Points for Reward Tickets before they select and purchase Tickets, provided that they have been authorised via the Account.
4.3. Passengers can purchase “Standard” fare tickets using “Aeroexpress Bonus” Points no later than 3 days prior to the planned trip date.
4.4. In the case that the Member has been authorised and has collected the required number of Points, they will be offered a Reward Ticket according to the ticket parameters selected by the Member and in compliance with the Terms and Conditions of the Programme. Both Reward and regular Aeroexpress tickets can be added to one order.
4.5. When purchasing a Reward Ticket, the Member shall pay a corresponding special price and the required number of Points will be deducted from their Account.
4.6. 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|
4.7. To purchase a Reward Ticket, the Member shall tick the checkbox ‘I want to redeem my points’ in the Discounts section after they have selected the required fare and provided that they have the appropriate number of points required to purchase a Reward Ticket. The Discounts section shall be available after personal data has been provided in the Personal Data section.
4.8. 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.
4.9. 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.
4.10. The parameters of Reward Tickets purchased via the Aeroexpress website or mobile app shall not be subject to any changes.
4.11. 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.
4.12. 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 Account and not deducted. Those Points will once again be available to the Member via their Account in 30 minutes.
5. Changing Personal and Contact Data
5.1. Members shall be liable for providing the Operator timely notification about any changes regarding their Personal and contact data.
5.2. 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.
5.3. The Member shall change their contact data (mobile phone number and email address to send correspondence) independently via the Account.
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 the 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 Account for any period of time, cancel all accumulated Points, and revoke the Member’s Account. In the event that the Member’s Account was revoked, their further participation or re-registration in the Programme is prohibited.
6.6. Aeroexpress shall not be liable in the case that the Member’s 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.
6.7. 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 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 refund. It is also necessary to provide a copy or screenshot of a corresponding Reward Ticket.
6.8. Aeroexpress has the right to not review a claim and refuse to issue Points to the Member’s account or cancel awarded Points in the case that insufficient information was received from the Member (see Clause 6.7 hereof).
6.9. Aeroexpress reserves to right to carry out internal investigations in the case that an illegal purchase or Commercial Use of Reward Tickets were suspected.
7. Contact Information
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 Bonus Programme;
• By calling +7-800-700-33-77 (calls from Russia and mobile phones); +7-495-663-84-10 (calls from Moscow), 09:00 to 21:00 Moscow time. Calls made from within Russia are free of charge.