Hot line number
+7-800-700-33-77 (calls from Russia and mobile phones).
+7-495-663-84-10 (calls from Moscow).
The call is free of charge from all regions of Russia.
Hot line number
+7-800-700-33-77 (calls from Russia and mobile phones).
+7-495-663-84-10 (calls from Moscow).
The call is free of charge from all regions of Russia.

Dear passengers! From November 28 to December 8 Aeroexpress trains will run according to the amended timetable. Please take this information into account when planning your journeys.

FAQ

Okruzhnaya and Verhniye Kotly Interim Stops

Will travel time between Belorussky Rail Terminal and Sheremetyevo Airport as well as between Paveletsky Rail Terminal and Domodedovo Airport change due to the introduction of interim stops along the routes?

No, the journey time between Belorussky Rail Terminal and Sheremetyevo Airport will remain the same: 35 minutes.

Trains on the route between Paveletsky Rail Terminal and Domodedovo Airport will also run without changing the travel time.

Will there be any timetable changes due to adding stops at the Okruzhnaya and Verhniye Kotly platforms?

No, this will impact neither arrival nor departure times for Aeroexpress trains. Trains arrive at the Okruzhnaya station in 13 minutes after departure from Belorussky Rail Terminal and in 22 minutes after departure from Sheremetyevo Airport.

Aeroexpress trains arrive at the Verhniye Kotly station in 7 minutes after departure from Paveletsky Rail Terminal and in 35 minutes after departure from the airport.

The Aeroexpress timetable including the new stops can be found on the Aeroexpress website and in the mobile app, as well as on the hotline +7 800 700 3377 (for calls from Russia’s regions and mobile phones) or +7 495 663 8410 (for calls from Moscow). All calls made from within Russia are free.

Will Aeroexpress ticket cost change?

No, the ticket cost will currently remain unchanged. After the end of the test period, we will introduce a special fare for passengers departing from and arriving at the interim stations.

Is it possible to purchase Aeroexpress tickets on the Okruzhnaya and Verhniye Kotly platforms?

Yes, Aeroexpress customer zones have been arranged on the Okruzhnaya and Verhniye Kotly platforms, with ticket offices and TVMs, where passengers can purchase tickets to travel from the Okruzhnaya station to Sheremetyevo Airport and from the Verhniye Kotly station to Domodedovo Airport. Boarding Aeroexpress trains to the city center is not possible, thus tickets for the Okruzhnaya – Belorussky Rail Terminal and Verhniye Kotly – Paveletsky Rail Terminal routes are not available.

Can I travel with Aeroexpress between the Okruzhnaya station and the Belorussky Rail Terminal?

No, boarding to travel to the city is not possible at this stop.

Can I travel to the Verhniye Kotly platform from Domodedovo Airport and then change to the MCC?

Yes, this is possible. Travelers can easily change from the Verhniye Kotly station to the MCC station with the same name, public transport routes, and Nagatinskaya metro station (Serpukhovsko–Timiryazevskaya line).

It is also possible to reach the Verhniye Kotly platform by the MCC and then catch an Aeroexpress train to Domodedovo Airport.

Please take into account that no boarding is available for trips in the direction of Paveletsky Rail Terminal.

Can passengers departing from and arriving at the Okruzhnaya station buy group tickets?

Yes, all current Aeroexpress fares are available. Information on the fares can be found on the Aeroexpress website and in the mobile app, as well as on the hotline +7 800 700 3377 (for calls from Russia’s regions and mobile phones) or +7 495 663 8410 (for calls from Moscow). All calls made from within Russia are free.

Railcards

Is it possible to receive a refund on a railcard with unused journeys?

The railcard with unused journeys may be returned at any Aeroexpress ticket office located at the company’s terminal at Kievsky Rail Terminal.

The refund shall be paid within ten (10) days of the date the application for refund has been submitted by the passenger.

Please kindly note that you can only receive a refund if the railcard is still valid.

Who keeps an unused railcard — a carrier or a passenger?

In all cases when the refund is paid for unused or partially unused travel documents, all documents and receipts for various fees (originals) are to be retained by the carrier and serve as the basis for the refund.

How is the amount of a refund calculated on a railcard with unused journeys?

The refund amount shall be determined by dividing the cost of the railcard by the number of days the railcard remains valid or else by the number of journeys and multiplying by the actual number of days remaining until the railcard expires, counting from the date it is returned, or else the number of unused journeys. If a railcard is returned before it becomes valid (or before using it for travelling), it is subject to a full refund.

E-Ticket

Is it mandatory to provide passport details when purchasing an e-ticket?

Aeroexpress complies with the laws currently in effect. Paragraph 3.4 of Order No. 322, issued by the Russian Ministry of Transport on 21.08.2012, and Paragraph 78.2 of the Regulations of Rail Carriage for Passengers, Baggage, and Cargo Luggage, approved by Order 473 of the Russian Ministry of Transport on 19.12.2013, stipulate that passport details are to be provided. This requirement applies only to e-tickets and is binding on all carriers. It is required that passengers enter their passport details when booking e-tickets regardless of the way they travel, by a commuter train, Aeroexpress or any other rail transport.

For your convenience, we suggest saving your personal data in your user account in order to avoid manual entry the next time you buy tickets. Our personal data storage system is certified and is effectively protected.

Can I return an unused regular ticket or e-ticket?

Aeroexpress, as a suburban carrier, conducts passenger transportation in accordance with the Regulations of Rail Carriage for Passengers and Cargo, Baggage, and Cargo Luggage, Transported for Personal, Family and Other Needs Not of a Business Character, approved by Order No. 111, issued by the Government of the Russian Federation on 2 March 2005 (hereinafter referred to as the Regulations of Carriage).

Pursuant to Paragraph 15 of the Regulations of Carriage, the passenger shall be entitled to compensation equal to 100% of the journey only in case of an unplanned interruption in train services for more than 60 minutes in the order prescribed by the regulations of carriage for passengers, baggage, and cargo luggage. In all other cases, there shall be no refund for unused tickets for a single journey on a commuter train (including Aeroexpress trains).

How can I change my e-ticket parameters?

Changing the parameters of the e-ticket is possible only for “Business” fare tickets 30 minutes prior to the departure time specified on the ticket. Changes to the e-ticket can be made at the user’s account on the Aeroexpress website (provided that the passenger got registered/signed in before booking the ticket). In case you have not registered/signed in on the Aeroexpress website, you can still change your ticket parameters by calling the hotline at +7 800 700 3377 (for calls from Russia’s regions and mobile phones) or at +7 495 663 8410 (for calls from Moscow).

Is it possible to purchase Aeroexpress tickets online?

Tickets for Aeroexpress trains are available online at www.aeroexpress.ru and via the Aeroexpress mobile app, which can be downloaded from the App Store and Google Play.

How do I use my e-ticket?

If you purchased an e-ticket, open the e-mail or use the link sent to your mobile phone to view your ticket. You have to print out the ticket you received by e-mail.

To walk through the turnstile with the ticket you downloaded on your mobile phone, touch your phone face down to the reader on the turnstile, the scanner will read the QR code on your ticket and the gate will open.

The link provided does not open. What should I do?

In the event of such a problem, check the Internet connection on your device (mobile phone, tablet PC). Some browsers have a security certificate, which must be accepted before opening a new page, after which the page should be available for use. In case of difficulties, please contact the hotline at +7 800 700 3377 (for calls from Russia’s regions and mobile phones) or at +7 495 663 8410 (for calls from Moscow) or send a request to the support service using the feedback form.

What software can I use to open my ticket?

You can use any software to open a ticket purchased online or via the Aeroexpress mobile app. The boarding pass should be printed out directly from your browser. It is recommended that you do not change the default print settings.

If you purchase the ticket via the Aeroexpress mobile app, printing the ticket is not necessary. The ticket is stored in the app’s My Tickets section. To walk through the turnstile at the airports, touch your phone or tablet screen to the reader and scan the QR code on your ticket.

When opening the link/printing out the itinerary receipt, the barcode is displayed partially or missing.

When opening the link, check your Internet connection.

If you purchase the ticket via the Aeroexpress mobile app, printing the ticket is not necessary. To walk through the turnstile at the airports, touch your phone or tablet screen to the reader and scan the QR code on your ticket.

Fares and services

Can I purchase an Aeroexpress ticket in advance? Is there any need to do so? Will there be vacant seats?

It is possible to buy a single one-way Aeroexpress ticket from the ticket office (ticket offices open 15 minutes before the first service and work during the day until the last service) 1 to 15 days prior to the date of departure. Inform the ticket sales clerk of your planned date of travel, and the ticket will be issued with the required date on it.

Aeroexpress e-tickets can be purchased online and via the mobile app in advance as far as 90 days prior to the planned journey.

Seats numbering is not offered on the trains, therefore we kindly recommend that our passengers arrive at the Aeroexpress terminals 10–15 minutes prior to the departure and plan the time for their journey wisely.

Tickets purchased in advance are not subject to any refund or reissuance.

How can I pay the fare at the turnstile?

To pay the fare and pass through the turnstile, you need to have an international MasterCard, Mir, Union Pay and/or Visa card that support the PayPass, QuickPass or PayWave contactless payment solutions. To pay your fare, you only have to place your MasterCard PayPass, Union Pay QuickPass, Visa PayWave or Mir contactless card onto the reader located on the turnstile at the airport. The amount equal to the cost of a single journey will be automatically deducted (according to the fare cost). The service is only available for standard class journeys.

If you pay for your journey at the turnstile but do not walk through within three seconds after payment, the service is to be considered complete and no refund shall be paid.

If a travel document confirming Aeroexpress services is required, we kindly recommend purchasing tickets from the Aeroexpress ticket offices or ticket vending machines. In this case, a standard hard-copy ticket will be provided.

In case you use the contactless payment service and require a confirming document, you should come up to the ticket office in person, present your bank card and ID document. You can also touch on your bank card at the validator located on the platforms at Domodedovo, Vnukovo, and Sheremetyevo airports and receive an audit coupon.

For how long does the Round-Trip ticket remain valid?

The Round-trip ticket purchased from a ticket office or ticket vending machine is valid on any route for a period of 30 days from the date of purchase. One condition applies: one trip is to be made from the rail terminal to the airport and the other journey - from the airport to the rail terminal.

Children on board Aeroexpress trains

Children aged five and under travel by Aeroexpress for free on condition they do not occupy an individual seat.

The child’s fare is valid for children aged five to seven. The child’s age is determined as of the date the journey. If a child turns seven on the date of travel, the child’s fare is applicable. Children aged 7 and older travel at a standard adult fare.

A child’s ticket can only be purchased from the Aeroexpress ticket office with a child being present and upon providing the proof of age.

A child’s ticket is valid as of the date specified on it. It can only be purchased on the day of travel.

What shall I do if I am late for the train service specified on my business class ticket?

Business class tickets entitle passengers to travel in a deluxe carriage with a seating assignment. Business class tickets are valid on the exact date, time, and route specified on them.

If you cannot travel by the train service specified in your business class ticket, you can use your ticket to travel in a standard class carriage for the entire day shown on your ticket.

Are there any discounted Aeroexpress tickets available?

Passengers eligible to social benefits funded by the federal and regional government may receive a one-time single or round-trip free travel ticket. The complete set of required documents for issuing the ticket is to be provided to the ticket sales clerk.

How can I pay the fare at the turnstile?

To pay the fare and pass through the turnstile, you need to have an international MasterCard and/or a Visa card that supports the PayPass contactless payment solution. To pay your fare, you only need to place your MasterCard PayPass or Visa payWave or Union Pay QuickPass card on the reader located on the turnstile at the airport. Funds in the amount equal to the price of a one-way journey will be automatically withdrawn from your account (according to the fare). The service is available only for journeys in standard class carriages.

If you have paid for your journey at a turnstile but did not pass through the turnstile within three seconds, the service shall be considered to have been provided and the funds shall not be subject to any refund.

If you require a document confirming the provision of Aeroexpress services, we kindly recommend that you purchase tickets from the Aeroexpress ticket offices or ticket vending machines. In this case, you will be provided with a standard-issue paper ticket.

In the case you used the contactless payment service and require a confirming document, you should visit the company’s ticket office in person, present your card and a piece of identification, or apply your bank card to the validator located on the platforms at the Domodedovo, Vnukovo, and Sheremetyevo airports and obtain an audit coupon.

Lost & Found

Have you got a lost property office? What are the opening hours?

Aeroexpress has its Lost & Found office. It stores items lost by travellers along all three routes the company operates. Passengers can claim their property during the opening hours from Monday to Friday, provided that they called our hotline at +7-800-700-33-77 (calls from Russia and mobile phones); +7-495-663-84-10 (calls from Moscow) in advance.

Opening hours:
Monday, Wednesday, Thursday 09.30 to 17.00 Lunch break: 13.00 to 14.00
Tuesday, Friday 09.30 to 13.00

What shall I do if I leave my property on the train?

If you have lost something on a train you should contact Aeroexpress’ hotline, a shift specialist working at the terminal or our info desk and submit a claim to return your property. After your claim is received by a corresponding department (usually within five days of the date you contact our company), a reply will be sent according to the provided contact details. Lost property is returned to its owners upon presentation of identity documents and after giving personal data processing consent in writing. You can also contact Aeroexpress via the company’s accounts on Facebook and Instagram.

Where is the Aeroexpress lost property office?

Our Lost & Found office is located at the Aeroexpress terminal at Sheremetyevo Airport.

What happens if lost property is found on the train?

If someone loses their property aboard the train, an Aeroexpress specialist informs the Joint Dispatching Centre and a security guard. After that, a shift specialist working at the terminal draws up a description file where they also indicate when and where the item was found. JDC’ specialists, in their turn, make a record in the Lost & Found register. Lost items are stored by a shift specialist for 48 hours. After that, if their owner does not claim them, they are transferred to the lost property office at the Aeroexpress terminal at Sheremetyevo Airport. Every item stored at the Lost & Found office is assigned with a registration number and tagged with a label showing the place it was found, the date it was received by the lost property office and its description file number.

In what condition is lost property stored by your company?

Lost items are stored in a special dry facility, packed in plastic bags and boxes. Items found on the same day are put in one bag and marked with a label to make the search easier. Unclaimed items are stored by the lost property office for six (6) months and after that can be disposed of.