To use the Personal Assistant service, one should call the hotline at +7-800-700-33-77 in advance or submit a request via the website at https://aeroexpress.ru. It is also possible to address the information desk specialists working at the Aeroexpress terminals. A company representative meets a passenger and helps him or her to purchase tickets, board the train and place the baggage, as well as accompanying the passenger to the check-in desk at the airport, if needed.
“We are constantly working to create an accessible environment for physically challenged people. For example, new double-deck Aeroexpress trains have been equipped with lifts to transport mobility impaired passengers between the decks. This is unique in regards to the global passenger transportation practices,” said Aeroexpress’ COO Valery Fyodorov.
All of the company’s trains have special railcars designed to accommodate the needs of mobility impaired passengers. They are marked with a corresponding pictogram. The train vestibules are equipped with folding ramps. The special seats for physically challenged people have safety belts. The toilets, both in the terminals and aboard trains, are equipped with handrails.
The turnstile passages at the airports are wide enough for passengers in wheelchairs to move conveniently. Ticket offices are equipped with special intercom stations for the hearing impaired people. Platforms at the rail terminals and terminals are furnished with tactile plates, enabling visually challenged passengers to move on their own. Moreover, the Aeroexpress website offers a visual version.
The Personal Assistant service was first introduced in 2009. It is available for all Aeroexpress routes free of charge.