The company has increased security measures at terminals and on rolling stock. Transport security staff are working at a heightened state of readiness. Trains and express buses continue to operate as usual to Sheremetyevo, Domodedovo, and Vnukovo airports.
Aeroexpress will compensate the cost of travel on its trains and express buses for the families and loved ones of those who were killed or injured in the tragedy at Crocus City Hall.
To request a refund, please:
- Submit a request via the feedback form on the Aeroexpress website or official mobile app, including supporting documents.
- Alternatively, contact the hotline at 8 (800) 700-33-77 (free for calls from regions of Russia) or 8 (495) 663-84-10 (for calls from Moscow and other countries).
Acceptable supporting documents include:
- Flight tickets
- Documents proving kinship
- Medical, police, or other official reports from law enforcement and government agencies, as well as special services.
The compensation process will follow standard procedures: funds will be returned to the bank card used to purchase the ticket. If the ticket was paid for in cash, additional bank card details will be requested from the passenger.
The company's customer service department is currently operating at full capacity, and all incoming requests will be reviewed promptly, with payments processed as quickly as possible.
The period during which compensation can be requested will continue until the conclusion of investigative actions.
Passengers whose plans have changed due to the incident can also request a refund for previously purchased tickets.
Aeroexpress extends its deepest condolences to the families and loved ones of the victims, expresses solidarity with all affected by the tragedy, and wishes strength and recovery to those injured.