Passing rules, return of belongings, and distribution of water in the heat: Aeroexpress has outlined the main issues passengers face during the holiday season

Sep 11, 2026

Between June and August, the company received 1,200 inquiries, including thank‑you messages from passengers who highly rated the quality of service at Aeroexpress terminals and on Aeroexpress routes.

The largest number of questions and suggestions were related to the train and express bus schedules. During the holiday season, passengers were interested in the current schedule and travel rules, including those for travelling with animals. The second most popular topic was the Aeroexpress mobile app — users asked whether they needed to print out a ticket purchased via the app and which devices it is available for.

A significant portion of the inquiries concerned the organization of trips with children: in the summer, the number of family trips increased by 15%, and parents were actively interested in the cost of travel for children and services, the range of onboard food, and the availability of entertainment zones in Aeroexpress terminals.

Other common topics included issues related to ticket refunds and cashback, as well as clarifying the rules for using passes. A separate category consisted of messages about forgotten items: over the summer, passengers left 740 personal items on the infrastructure and in transport. Thanks to the prompt work of the company’s relevant departments, 150 items were returned to their owners.

During the period of abnormal heat, Aeroexpress received a number of messages of gratitude for the campaign involving drinking water on express buses — on the hottest days, more than 5,500 bottles were distributed to passengers.

The highest number of messages were received in June and July — 450 each. Passengers often thanked the company for the high level of service, noting the attentiveness and friendliness of the staff, the comfort of the journey, the cleanliness of the trains, and the accuracy of the schedule adherence.

It’s very simple to submit an inquiry, an offer, or ask a question to the company. Each train car, all express buses, and Aeroexpress terminals have special QR codes that lead to a feedback form. You can also contact specialists at the information counters in the terminals or submit a request on the company’s official website. In addition, you can quickly get answers to any questions by calling the hotline: +7 (800) 700-33-77 (for calls from regions of Russia) and +7 (495) 663-84-10 (for calls from Moscow and other countries).

Passengers can not only leave a review but also get reference information, file a complaint or claim, obtain a certificate, or make a request on behalf of an organization.