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Passengers with Disabilities

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TRAVEL THE WORLD WITHOUT BARRIERS!

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 special services tailored 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 question 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

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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 disabled children 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

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In-flight Services
Обслуживание на борту воздушного судна

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Post-flight Services
Post-flight Services

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Company Terms and Conditions
Company Terms and Conditions

CHECKED BAGGAGE AND CARRY-ON BAGGAGE

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AIRPORT ASSISTANCE

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SHOULDER BELTS (HOLDING DEVICES)

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CARRIAGE OF PASSENGERS WITH PLASTER CASTS, ORTHOSES, ILIZAROV FRAMES

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Carriage of Wheelchairs

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CARRIAGE OF PORTABLE OXYGEN CONCENTRATORS

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MEDICAL OXYGEN CARRIAGE

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CARRIAGE OF PATIENTS ON STRETCHERS

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CARRIAGE OF GUIDE DOGS USED BY VISUALLY IMPAIRED PASSENGERS

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Rights of the Carrier to Refuse Carriage to Passengers

THE AIRLINE MAY REFUSE CARRIAGE TO PASSENGERS IN CASES ESTABLISHED BY THE LAW OF THE RUSSIAN FEDERATION, NAMELY THE INFRINGEMENT OF FEDERAL AVIATION REGULATIONS OR APPLICABLE LAWS SPECIFIED BY THE AIRLINE:

  • 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 at booking and ticket issuance;
  • 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 current air legislation and PJSC “Aeroflot” regulations.
Flights to/from the USA

Specially trained service dogs assisting special needs passengers - Service Dogs and Emotional Support dogs for passengers with mental or emotional disorders - are carried free of charge.
Exemption for free carriage is valid only on flights arriving at/departing from the USA; Regulations for carriage of domestic animals with a special baggage charge are applied on our other flights.
Dogs may be transported pursuant to prior agreement. Air carriage is issued after the request has been confirmed.
Requests for free air carriage must be sent to CROUSA@aeroflot.ru no later than 48 hours before the departure time specified in the schedule.

CARRIAGE OF SERVICE DOGS

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CARRIAGE OF EMOTIONAL SUPPORT DOGS

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PLEASE NOTE!

The airline has the right to verify the authenticity of the submitted document by submitting a request for confirmation to the medical institution or to the specialist that issued the document.

CROUSA@aeroflot.ru (departure from the United States)
CROSVO@aeroflot.ru (departure from the Russian Federation)

Consumers can obtain a copy of Part 382, the regulations regarding nondiscrimination on the basis of disability in air travel, in an accessible format from the Department of Transportation by any of the following means:

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