Dec 16, 2020 - Over 1,000 Aeroexpress Passengers Use Personal Assistant Service Since Early This Year
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Over 1,000 Aeroexpress Passengers Use Personal Assistant Service Since Early This Year

Dec 16, 2020

The company’s specialists have assisted over 1,000 passengers since the beginning of 2020, providing them with the Personal Assistant service. The Aeroexpress+Metro service was provided to 300 people.

Almost half of the total number were passengers of the Domodedovo route. Over 360 people using the service travelled along the Sheremetyevo route, and nearly 200 of arriving and departing passengers used the Vnukovo link.

The Personal Assistant service is provided to physically challenged passengers and passengers with temporarily limited mobility free of charge, as necessary, along all Aeroexpress routes. This service is also available to pregnant women and parents travelling with children.

‘We pay a lot of attention to passengers’ comfort and creating an accessible environment. Our trains and terminals are furnished with all necessary conveniences for passengers with disabilities. New double-deck Aeroexpress trains are equipped with lifts to transport mobility-impaired passengers between the decks. Another important element is the Personal Assistant service making journeys to and from the airport as comfortable and calm as possible’, said Alina Bisembaeva, CEO of Aeroexpress.

Company specialists meet passengers at the terminals, provide assistance in purchasing tickets ahead of the queue and help with boarding the train and handle their baggage. Upon a passenger’s request, assistants will accompany them to a check-in desk at the airport and arrange a corresponding airport service to provide the required assistance to the passenger.

The Aeroexpress+Metro option is also available, with the assistance of the Moscow Metropolitan. Aeroexpress attendants meet travellers at the airport and accompany them to the rail terminal, where employees from the Passenger Mobility Centre meet and accompany them to the required metro station.

You can order the Personal Assistant service via the website at, by filling in a request form, via the hotline at +7 800 700 3377 (for calls from Russia’s regions and mobile phones) or +7 495 663 8410 (for calls from Moscow), and information desks located at the Aeroexpress terminals and railway stations.

All Aeroexpress trains have special carriages for mobility-impaired passengers. They are marked with a corresponding pictogram. 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 hard of hearing people. The platforms at rail terminals and Aeroexpress terminals are equipped with tactile plates, enabling visually challenged passengers to move on their own.

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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