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Passengers with disabilities

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Please see your doctor before travelling in order to

  • check whether you are fit to fly from a medical point of view;
  • note specific precautions;
  • assess whether you need to travel with an accompanying person.

An accompanying person, taking of the passenger during the flight, is required if the passenger is being transported on a stretcher or if he/she needs medical assistance during the flight, including the use of an oxygen cylinder with gaseous oxygen (air), and also for a blind and deaf passenger, a mentally impaired passenger or a disabled child under twelve years of age.

Booking and purchasing your ticket

You may make reservations, buy a ticket and order services on the following pages of our website: Booking  and Contacts, in a sales office or by phone:

+7-495-223-55-55 for Moscow
8-800-444-55-55 for Russia.

When booking and purchasing your ticket, please let us know about your needs: whether you are travelling with your wheelchair as checked baggage (please specify its type: mechanical or battery-powered, weight and other parameters), need assistance at the airport, will be accompanied by a guide dog, need a stretcher or will be using an oxygen cylinder.

Please contact us to use our free accompaniment service if you need help at the airport: during flight and baggage check-in, preflight screening, at border and customs control, during boarding and disembarkation, and when picking up your baggage on arrival.

Attention!

We kindly ask you to provide complete information about the weight and type of wheelchair and battery when you book your flight.

Please note that prior arrangement at least 36 hours in advance is required if you are travelling with a wheelchair equipped with rechargeable batteries or if the wheelchair weighs more than 32 kg.

For passengers who need a stretcher or need oxygen therapy on the flight for medical reasons, or other medical equipment, prior arrangement should be made 72 hours in advance.

Persons in the disability groups I and II are served out of turn at our sales offices, agent offices and at check-in desks at the airport.

Baggage

Passengers with disabilities are entitled to carry the following items, free of charge, in addition to the free baggage allowance shown on the ticket:

  • a wheelchair plus another disability device, such as a special-purpose wheelchair or walker if it is used by the passenger (as checked baggage);
  • crutches, a collapsible walker, a cane, an oxygen cylinder, an oxygen concentrator (in the cabin);
  • guide dogs for visually impaired passengers are allowed in the cabin upon presentation of proof of disability and documents showing that the dog has received appropriate training. Please see Rules for Travel with Guide Dogs.

Oxygen cylinders weighing up to 5 kg are allowed in the cabin. When buying your ticket, please specify the cylinder number, date of manufacture and last technical inspection.

The batteries of portable oxygen concentrators should be charged sufficiently to last the entire flight.

Our baggage policy can be found here.

Wheelchairs

Wheelchairs are carried in the baggage compartment.

In accordance with the flight safety requirements, the wheelchair battery must be disconnected and the battery clamp must be insulated to prevent short-circuits.

In order for our staff to assist you in preparing the wheelchair for carriage during check-in, you should provide an instruction manual explaining how to use the wheelchair and disconnect battery terminals.

You may continue using your mechanical wheelchair checked as baggage until boarding, unless this is restricted by airport security regulations, and if does not weigh more than 20 kg. The wheelchair will be returned to you at the door of the aircraft upon arrival.

If you want to use this service, please inform the staff at check-in because this wheelchair must have a special tag (DAA - Delivery at Aircraft).

Attention. Service is not available in the following airports:  Hamburg (HAM), Hannover (HAJ), Dusseldorf (DUS), Stockholm (ARN), Tehran (THR).

Check-in and boarding

We recommend that you arrive in advance, no later than one hour before departure, and contact our employees at the check-in desk for further assistance. More detailed information on check-in.

The accompanying person, who will be looking after the disabled passenger during the flight, will be checked in with the passenger. He/she will be assigned a seat next to the passenger.

In order to allow our staff to get you seated in the cabin before the other passengers board the aircraft, please arrive at the boarding gate no later than the time specified on the boarding pass.

Seriously ill passengers and passengers travelling on stretchers or carrying oxygen cylinders must go through the airport medical centre. Please the required time of arrival and service procedures on our website.

Disabled passengers may check in at Desk No.16 in Terminal D of Sheremetyevo Airport (domestic flights) and Desk No.62 (international flights) and at Desk No.158 in Terminal F.

To view information on the services and support for persons with disabilities at Sheremetyevo Airport, such as meeting and accompanying service, assistance with travelling through the airport, special mobility aids, assistance with boarding and deplaning, and other services, please visit the website of Sheremetyevo Airport.

Attention!

The carrier has the right to deny carriage if the passenger’s health condition constitutes a threat for safety him/herself or other persons, as evidenced by medical records, or causes trouble and unavoidable discomfort to other persons, or if it is impossible to provide the necessary conditions for transporting the passenger on a specific aircraft.

Passengers with disabilities are not allowed to sit in the seats near emergency exits.

 

On board

Seats on our aircraft are equipped with adjustable  armrests so that passengers with reduced mobility may easily move from the wheelchair to the seat.

Flight attendants will assist in placing passengers with disabilities in the cabin, will show them how to manipulate the seat controls and indicate the location and explain the equipment in the lavatory. Lavatories are specially equipped for persons with different disabilities.

Before departure, our flight attendants will help you prepare for take-off, and will provide individual instructions to passengers with impaired vision and hearing.

Before meals are served, our flight attendants will tell you about the variety of available food and drinks and help you open the packaging, if necessary. Passengers with reduced mobility travelling on long-haul flights in B777s or A330s may request a special wheelchair to get to the lavatory.

Before arriving at the destination airport, our flight attendants will inform passengers with disabilities about deplaning procedures, how to pick up the wheelchair, and will help with personal belongings.

Airline personnel cannot provide the following services:

  • helping with personal hygiene and providing assistance in the lavatory;
  • lifting and carrying a passenger;
  • providing personal assistance with meals;
  • administering drugs and other medical care;
  • taking care of the guide dog accompanying a passenger.

Services provided at transfer points

We provide temporary wheelchairs and accompanying service for transfer passengers. More information on the carriage of passengers with disabilities can be found in Rule for Air Carriage of Passengers and Baggage at PJSC Aeroflot.

Flights to/from the United States:

Section 14 of the U.S. Cod of Federal Regulations (14 CFR), Part 382 Non-Discrimination on the Basis of Disability in Air Travel (PDF file)

For more advice or in the event of claims, please contact our complaints resolution officials (CRO) who are responsible for resolving issues related to the accommodation and carriage of passengers with disabilities or

CROUSA@aeroflot.ru  and CROSVO@aeroflot.ru

Hotline of the U.S .Department of Transportation servicing passengers with disabilities:

toll-free number 1-800-778-4838 (voice communication) and
1 800 455 9880 (TDD services for hearing impaired persons).