Passenger Mobility Services

Passenger Mobility Services


Passenger Mobility Services

Aeroexpress is ready to offer passengers with physical disabilities and temporarily mobility impaired people a free passenger mobility service "Personal Assistant".

The "Personal Assistant" service is available on all directions of Aeroexpress*. You can order the service at information desks at the company's terminals and at Moscow railway stations, by calling the hotline +8 (800) 700-33-77 (for Russian regions), +7 (495) 663-84-10 (for Moscow) or by filling out the form..

The Personal Assistant service includes::

  • to meet the passenger at the Aeroexpress terminal;
  • assistance in issuing travel documents with the right of special service;
  • assistance in boarding Aeroexpress carriages;
  • assistance in placing luggage in the Aeroexpress carriage.

The "Personal Assistant" service is available for the following categories of mobility impaired people:

  • visually and hearing impaired;
  • passengers with impaired locomotor system;
  • passengers in wheelchairs;
  • disabled children;
  • elderly people;
  • temporarily mobility impaired people (including pregnant women);
  • passengers with children.

Passengers also have access to the Aeroexpress + Metro** service for escorting mobility impaired passengers. The service includes organization of escorting of mobility impaired people - Aeroexpress passengers together with Moscow Metro*** when traveling from the airport to Moscow and back.

Information about travel in Aeroexpress carriages with seats for mobility impaired passengers is available:

Book your own personal assistant.

* On the direction "Kievsky Railway Station - Vnukovo Airport" and back the service is provided from 8:00 a.m. to 8:00 p.m.
** The service is provided according to the work schedule of the Passenger Mobility Center.
*** The following factors or a combination of them may be reasons for refusal to escort mobility impaired passengers on the territory of Moscow Metro:
• availability of a wheelchair, if the route includes stations not equipped with elevators, electric elevators or other devices for its transportation, as well as an electrically powered wheelchair;
• the need to provide assistance to a physically disabled person;
• presence of luggage weighing more than 30 kg and more than one piece per request, as well as bulky luggage, the sum of measurements of which exceeds 150 cm, long items with a length exceeding 220 cm;
• passenger arrival outside of business hours;
• other conditions that violate the comfort and safety of mobility impaired passengers on the territory of the metro and/or violate the Rules for the Use of Moscow Metro;
• lack of available staff at the Passenger Mobility Center;
• disruption of normal metro operations, emergencies.

Hot line number

8-800-700-33-77 (calls from Russia and mobile phones).

8-495-663-84-10 (calls from Moscow).

The call is free of charge from all regions of Russia.

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