In 2025, 3,000 Aeroexpress passengers used the free Personal Assistant service.

As part of the free Personal Assistant service, in 2025, Aeroexpress employees helped 3,000 passengers travel to Sheremetyevo and Domodedovo airports. 735 of these passengers used the Aeroexpress+Metro service in conjunction with the Moscow Metro.

"The largest number of requests came from passengers at Sheremetyevo Airport, with approximately 2,000 requests. Most often, our specialists helped travelers who were using wheelchairs, passengers with musculoskeletal disorders, and elderly people. The free Personal Assistant service is available to passengers with disabilities and temporarily limited mobility on all Aeroexpress train routes," said Andrey Akimov, General Director of Aeroexpress.

The "Personal Assistant" service includes meeting passengers at the terminal, helping them to process their travel documents ahead of the queue, assisting them with boarding the train, and helping them to place their luggage on the Aeroexpress train.

The company collaborates with the Moscow Metro on a regular basis and provides the Aeroexpress+Metro service. Aeroexpress employees meet passengers at the airport and escort them to the train station, where they are met by inspectors from the Metro Mobility Center and escorted to the desired station.

You can order the Personal Assistant and Aeroexpress+Metro services on the website www.aeroexpress.ru by filling out an application form, by calling the hotline 8-800-700-33-77 (for calls from Russian regions and mobile phones) and 8-495-663-84-10 (for calls from Moscow), or at the information desks in the terminals and railway stations.

The company's trains and terminals offer a barrier-free environment. All Aeroexpress trains have special carriages for passengers with limited mobility. These carriages are easily identified by a corresponding icon. The train doors are equipped with retractable ramps, seats for passengers with disabilities are equipped with safety belts, and the toilet facilities are equipped with special handrails. Two-story trains feature a unique elevator for moving between the floors. The width of Aeroexpress's turnstile passages allows for easy passage with wheelchairs. The ticket offices are equipped with intercom devices for people with hearing impairments, and the platforms are equipped with tactile tiles for visually impaired travelers.