This service implies accompanying passengers with kids and heavy baggage on their way from Moscow airports to the city and is provided as part of the Personal Assistant package. This service is now available thanks to cooperation between Aeroexpress and the Moscow Metropolitan.
Aeroexpress representatives will meet passengers traveling with children and heavy luggage at the company’s terminal, located at the airport, and provide assistance throughout their travel to the city. Then, specialists from the Passenger Mobility Centre will meet passengers at the Aeroexpress terminal, located at the relevant train station, and accompany them to the required metro station. To use the Personal Assistant service, passengers should submit a request in advance by calling the hotline at +7-800-700-33-77 or by filling in the respective form at https://aeroexpress.ru.
The Personal Assistant service was first introduced in 2009. It is available for all Aeroexpress routes free of charge. 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.
Over 400 mobility impaired passengers used the Personal Assistant service in 2017.