Will travel time between the Belorussky Rail Terminal and Sheremetyevo Airport change?
No, journey time between the Belorussky Rail Terminal and Sheremetyevo Airport will remain the same: 35 minutes.
Will there be any timetable changes due to putting the Okruzhnaya interim stop into service?
No, this will impact neither arrival nor departure times for Aeroexpress trains. Trains will arrive at the Okruzhnaya station 13 minutes after their departure from the Belorussky Rail Terminal and 22 minutes after their departure from Sheremetyevo Airport. The Aeroexpress timetable with the new stop is available on the Aeroexpress website and via the mobile app, as well as via the hotline at +7-800-700-33-77 (calls from Russia and mobile phones); +7-495-663-84-10 (calls from Moscow) calls from within Russia are free.
Will Aeroexpress ticket prices be different?
No, the prices will currently remain unchanged. After the test period finishes, we will introduce a special fare for passengers departing from and arriving at the Okruzhnaya station.
Is it possible to purchase Aeroexpress tickets on the Okruzhnaya platform?
Yes, the Aeroexpress customer zone has been arranged on the Okruzhnaya platform, with a ticket office and TVMs, where passengers can purchase tickets to travel from the Okruzhnaya station to Sheremetyevo Airport. Tickets for the route between the Okruzhnaya station and the Belorussky Rail Terminal are not available.
Can I travel with Aeroexpress between the Okruzhnaya station and the Belorussky Rail Terminal?
No, boarding to travel to the city is not possible at this stop.
Can passengers departing from and arriving at the Okruzhnaya station buy group tickets?
Yes, the entire range of existing fares is available to all Aeroexpress passengers. More information about our fares is available on the Aeroexpress website and via the mobile app, as well as via the hotline at +7-800-700-33-77 (calls from Russia and mobile phones); +7-495-663-84-10 (calls from Moscow) calls from within Russia are free.
Is it possible to receive a refund on a railcard with unused journeys?
The railcard with unused journeys may be returned at any Aeroexpress ticket office located at the company’s terminal at Kievsky Rail Terminal.
The refund shall be paid within ten (10) days of the date the application for refund has been submitted by the passenger.
Please kindly note that you can only receive a refund if the railcard is still valid.
Who keeps an unused railcard — a carrier or a passenger?
In all cases when the refund is paid for unused or partially unused travel documents, all documents and receipts for various fees (originals) are to be retained by the carrier and serve as the basis for the refund.
How is the amount of a refund calculated on a railcard with unused journeys?
The refund amount shall be determined by dividing the cost of the railcard by the number of days the railcard remains valid or else by the number of journeys and multiplying by the actual number of days remaining until the railcard expires, counting from the date it is returned, or else the number of unused journeys. If a railcard is returned before it becomes valid (or before using it for travelling), it is subject to a full refund.
Is it mandatory to provide passport details when purchasing an e-ticket?
Aeroexpress performs its activities in accordance with laws currently in effect. Paragraph 3.4 of Order No. 322, issued by the Russian Ministry of Transport on 21.08.2012, and Paragraph 78.2 of the Conditions of Rail Carriage for Passengers, Baggage, and Cargo Luggage, approved by Order 473 of the Russian Ministry of Transport on 19.12.2013, stipulate that passport details are to be provided. This requirement only applies to e-tickets and is binding on all carriers. Independent of whether you choose a suburban train, an Aeroexpress or any other train, you will need to provide your passport details in order to purchase an e-ticket. For your convenience, we propose saving your personal data in your user account in order to avoid manual entry the next time you buy tickets. Our personal data storage system is certified and is effectively protected.
Can I purchase a ticket for the Aeroexpress train via Internet?
Since February 2010 a special service has been launched. With it the Aeroexpress passengers will be able to purchase tickets via Internet web-site. To purchase such “electronic ticket” is possible in advance with using a special form “Purchase ticket online”. The tickets on this site are sold without any fee and to all the directions between Moscow and the airports.
I cannot open the link provided.
In the event of such a problem, check to see if your device (mobile phone, tablet PC) is connected to the Internet. Some browsers have a security certificate, which must be accepted before opening a new page, after which the page should be available for use.
What software can I use to open my ticket?
You can use any software to open a ticket purchased online or via the Aeroexpress mobile app. The itinerary receipt should be printed out directly from your browser. It is recommended that you do not change the default print settings.
Tickets purchased via the Aeroexpress mobile app do not need to be printed. The purchased ticket is stored in the application’s My Tickets section. In order to pass through the turnstiles at the airport, you only need to place your mobile phone or tablet PC with the ticket’s QR-code face down to the screen’s reader.
When opening the link/printing out the itinerary receipt, the barcode is displayed partially or is missing.
When opening the link, make sure your Internet connection is adequately functioning.
If you purchase the ticket via the Aeroexpress mobile app, it does not need to be printed. In order to pass through the turnstiles at the airport, you only need to place your mobile phone or tablet PC with the ticket’s QR-code face down to the screen’s reader.
Can I purchase a ticket for the Aeroexpress train in advance? Is there any need to do so? Will there be vacant seats?
It is possible to buy a single one-way Aeroexpress ticket from the company’s ticket office (ticket offices open 15 minutes before the first service and work during the day until the last service) 1 to 15 days before the date of departure. Inform the ticket clerk of your planned date of travel, and you will be issued a ticket with the required date in it.
Aeroexpress e-tickets can be purchased via the company’s website and mobile app in advance as far as 90 days prior to the planned journey.
The seat numbers are not printed on the tickets, which is why we kindly recommend our passengers to arrive at the Aeroexpress terminals 10–15 minutes before the train departs and that they leave ample time for their journey.
Tickets purchased in advance are not subject to any refund or reissuance.
How can I pay the fare at the turnstile?
To pay the fare and pass through the turnstile, you need to have an international MasterCard and/or a Visa card that supports the PayPass contactless payment solution. To pay your fare, you only need to place your MasterCard PayPass or Visa payWave or Union Pay QuickPass card on the reader located on the turnstile at the airport. Funds in the amount equal to the price of a one-way journey will be automatically withdrawn from your account (according to the fare). The service is available only for journeys in standard class carriages.
If you have paid for your journey at a turnstile but did not pass through the turnstile within three seconds, the service shall be considered to have been provided and the funds shall not be subject to any refund.
If you require a document confirming the provision of Aeroexpress services, we kindly recommend that you purchase tickets from the Aeroexpress ticket offices or ticket vending machines. In this case, you will be provided with a standard-issue paper ticket.
In the case you used the contactless payment service and require a confirming document, you should visit the company’s ticket office in person, present your card and a piece of identification, or apply your bank card to the validator located on the platforms at the Domodedovo, Vnukovo, and Sheremetyevo airports and obtain an audit coupon.
Which airports do Aeroexpress trains travel to?
Aeroexpress provides intermodal passenger transportation services between the capital and all major Moscow airports – Vnukovo, Domodedovo and Sheremetyevo.
How much time does it take if to travel by the electric train?
It takes you 35-45 minutes to get to the Vnukovo and Sheremetyevo airports by Aeroexpress comfortable high-speed trains, and 40-45 minutes to get to Domodedovo airport.
Where can I find the Aeroexpress timetable?
In order to always be aware of the current Aeroexpress timetable, it is useful to download the mobile application. The timetable is also available online at www.aeroexpress.ru (on both the mobile site and the full version), or via the hotline at: +7-800-700-33-77 (calls from Russia and mobile phones); +7-495-663-84-10 (calls from Moscow) your call from within Russia is free.
Have you got a lost property office? What are the opening hours?
Aeroexpress has its Lost & Found office. It stores items lost by travellers along all three routes the company operates. Passengers can claim their property during the opening hours from Monday to Friday, provided that they called our hotline at +7-800-700-33-77 (calls from Russia and mobile phones); +7-495-663-84-10 (calls from Moscow) in advance.
Monday, Wednesday, Thursday 09.30 to 17.00 Lunch break: 13.00 to 14.00
Tuesday, Friday 09.30 to 13.00
What shall I do if I leave my property on the train?
If you have lost something on a train you should contact Aeroexpress’ hotline, a shift specialist working at the terminal or our info desk and submit a claim to return your property. After your claim is received by a corresponding department (usually within five days of the date you contact our company), a reply will be sent according to the provided contact details. Lost property is returned to its owners upon presentation of identity documents and after giving personal data processing consent in writing. You can also contact Aeroexpress via the company’s accounts on Facebook and Instagram.
Where is the Aeroexpress lost property office?
Our Lost & Found office is located at the Aeroexpress terminal at Sheremetyevo Airport.
What happens if lost property is found on the train?
If someone loses their property aboard the train, an Aeroexpress specialist informs the Joint Dispatching Centre and a security guard. After that, a shift specialist working at the terminal draws up a description file where they also indicate when and where the item was found. JDC’ specialists, in their turn, make a record in the Lost & Found register. Lost items are stored by a shift specialist for 48 hours. After that, if their owner does not claim them, they are transferred to the lost property office at the Aeroexpress terminal at Sheremetyevo Airport. Every item stored at the Lost & Found office is assigned with a registration number and tagged with a label showing the place it was found, the date it was received by the lost property office and its description file number.
In what condition is lost property stored by your company?
Lost items are stored in a special dry facility, packed in plastic bags and boxes. Items found on the same day are put in one bag and marked with a label to make the search easier. Unclaimed items are stored by the lost property office for six (6) months and after that can be disposed of.