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Passengers with disabilities

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Making the world accessible

Our airline is committed to ensuring that the requirements of every passenger are satisfied and to making our aircraft as accessible as possible.

We offer a range of services to assist passengers with disabilities. Passengers should request these services when booking their flight.

If a service is not ordered in advance, or the request was made after the deadline set by the airline, we will do our best to help you, but will not be able to guarantee the provision of this service.

If you have any questions regarding the terms of carriage and the airline's services, please call the dedicated phone line for passengers with disabilities

+7 (495) 380-35-85

Booking and ticketing
Booking and ticketing

Details

Requirements regarding an accompanying person
Requirements regarding an accompanying person

An accompanying person who will assist the passenger during the flight is required in the following cases:

  • for passengers who are both visually and hearing impaired;
  • for children with disabilities under 12 years of age.

Passengers recognized by the court as incompetent may travel at the request of their parents, adoptive parents or legal guardians and shall be accompanied by an adult passenger capable of ensuring the safety of the incompetent passenger and the safety of others.

 

It is recommended that the person accompanying a passenger with mental or intellectual disabilities, spatial awareness difficulties, behavioural problems, who has difficulty understanding the instructions of the crew members and is in need of constant supervision and care, medical care, or hygienic assistance is capable of providing such care.

PLEASE NOTE!

The airline's employees shall not provide any medical assistance, care for or feed passengers, assist with hygiene or toilet procedures, move the passenger (if this involves lifting the passenger), or care for a guide dog accompanying the passenger.

If an accompanying person is not present at check-in for a passenger requiring such a person, the passenger will not be allowed to fly.

Check-in and Boarding a Flight
Check-in and Boarding a Flight

Details

In-flight services
In-flight services

Details

Postflight Services
Postflight Services

Details

Company Terms and Conditions
Company Terms and Conditions

Checked baggage and carry-on baggage

Details

 

Airport assistance

Details

Shoulder belts (holding devices)

Details

 

Carriage of passengers with plaster casts, orthoses, Ilizarov frames

Details

Carriage of wheelchairs

Details

 

Carriage of portable oxygen concentrators

Details

 

Medical oxygen carriage

Details

Carriage of patients on stretchers

Details

 

Carriage of guide dogs used by visually impaired passengers

Details

Rights of the Carrier to Refuse Carriage to Passengers

The airline may refuse carriage to passengers in cases established by the laws of the Russian Federation if Federal Aviation Regulations or the airline's regulations are infringed:

  • if a passenger’s health requires special carriage conditions or threatens the safety of the passenger or other persons, as evidenced by medical documents, or if it creates confusion and unavoidable inconvenience to other persons;
  • if carriage of a passenger who needs oxygen-air therapy using an oxygen cylinder during the flight is not agreed upon within the established time limit;
 
  • if carriage of a wheelchair is not requested upon booking and ticketing;
  • if carriage of a patient on stretchers is not covered by payment in accordance with the tariffs established by PJSC Aeroflot and/or is not agreed upon within the established time limit;
  • in other cases in accordance with applicable air legislation and Aeroflot PJSC regulations.
Flights from/to the USA

Specially trained service dogs assisting passengers with disabilities – Service Dogs and Emotional Support dogs for passengers with mental or emotional disorders – are carried free of charge.
Free carriage is valid only on flights arriving at/departing from the USA. Different regulations are applied on our other flights for carriage of domestic animals with a special baggage charge.
Dogs are transported based on a prior agreement. Air carriage is approved only after the request has been confirmed.
Requests for free carriage should be sent to CROUSA@aeroflot.ru no later than 2 business days before the scheduled departure.

CARRIAGE OF SERVICE DOGS

Details

 

CARRIAGE OF EMOTIONAL SUPPORT DOGS

Details

PLEASE NOTE!

If you have any claims or questions regarding the provision of services, please contact our CRO (complaints resolution officials) at:

CROUSA@aeroflot.ru (departure from the USA);
CROSVO@aeroflot.ru (departure from the Russian Federation).

Consumers can obtain a copy of Title 14 of the Code of Federal Regulations (14 CFR), Part 382, regarding nondiscrimination on the basis of disability in air travel from the US Department of Transportation:

  • via the Toll-Free Hotline for Air Travelers with Disabilities (for calls from within the United States): 1-800-778-4838 (voice) or 1-800-455-9880 (TTY);
  • by calling the Aviation Consumer Protection Division: 202-366-2220 (voice) or 202-366-0511 (TTY);
  • by mail to the Aviation Consumer Protection Division: C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590;
  • from the Aviation Consumer Protection Division's website (https://www.transportation.gov/airconsumer).
Aeroflot evaluation questionnaire

We would be very grateful if you could complete the questionnaire after flying with Aeroflot.
Your answers will help us improve the quality of flights for passengers with disabilities and add services that meet your needs.

Your feedback is very important to us! Thank you!

Fill in questionnaire