Aeroflot

 

Passengers with disabilities

Across the world without barriers

Across the world without barriers

The airline seeks to attend to the needs of all its passengers, providing opportunities for the unimpeded use of air transport.

We offer a variety of special services most adapted to the needs of persons with disabilities and other special needs.

Special services are available upon request submitted in due time when booking and ticketing for travel.

In case ordered services are unavailable or the service request is submitted later than the deadline established by the airline, we will do our best to provide you with the necessary assistance; however, we may not guarantee the provision of services.

When preparing for your trip, please, take time to get acquainted with regulations, the airline’s services and other useful information.

Ticket reservation and purchase

You can make reservations, purchase tickets and book required services on the pages of Buy tickets and Contact us sections of our website, in sales offices or by calling our Contact Centre:

+7 (495) 223-55-55 for calls within Moscow;

8-800-444-55-55 (for calls within Russia);

Russia *555 for calls on MTC, Beeline, Megafon networks;

Calls are free.

In sales offices of the Company and our agents, persons with disabilities are served out of turn.

In accordance with the legislation of the Russian Federation,* during reservation and ticketing for travel, passengers are required to disclose:

  • any of their disabilities and special needs;
  • presence/absence of an accompanying person or a guide dog;
  • number, size, weight and other specifications of individual mobility aids (including the availability and technical specifications of the battery for a wheelchair or an oxygen concentrator) to be carried onboard the aircraft.

The Air Code of the Russian Federation.

General Rules for Air Carriage of Passengers, Baggage and Cargo and Requirements to Handling Passengers, Shippers and Consignees approved by Order No. 82 of the Ministry of Transport of the Russian Federation dated June 28, 2007.

* Procedure for Handling Passengers with Disabilities and Other Special Needs at Airports and Aboard Aircraft, approved Order No. 24 of the Ministry of Transport of Russia dated February 15, 2016.

36 hours prior confirmation is required for the carriage of:

  • a wheelchair equipped with a battery;
  • a guide dog for visually impaired passengers;
  • a portable oxygen concentrator.

72 hours prior confirmation is required for the carriage of:

  • an oxygen cylinder by passengers who require oxygen therapy for medical reasons for the entire duration of the flight or other medical equipment;
  • for reservation of a stretcher to transport a critically ill passenger.

When booking your travel, airport escort services are booked for the following areas:

  • check-in and baggage check-in, pre-flight inspection, border and customs clearance, boarding and deplaning the aircraft, and baggage claim on arrival.

This service may be provided to passengers on wheelchairs who are unable to climb up and down the ramp, experience difficulty when moving over long distances or need assistance in transportation to their seat in the cabin.

This service is provided by the airport handling company free of charge.

The presence of an accompanying person providing care to the passenger during the flight is mandatory in the following cases:

  • when transporting a patient on a stretcher;
  • when transporting a critically ill passenger requiring medical assistance in flight, including the use of an oxygen cylinder with gaseous oxygen;
  • when transporting a passenger with both visual and hearing impairment;
  • when transporting a passenger on a wheelchair with reduced mobility at air transport and/or with a condition requiring a special attention during the flight;
  • when transporting a disabled child aged under 12.

Passengers recognized judicially as incapable, affected by mental disability/intelligence disorder or experiencing difficulties in spatial orientation, in controlling their behavior, in understanding the instructions and recommendations of crew members and in need of constant supervision and care may travel only when accompanied by an adult passenger capable of ensuring the safety of such incapacitated passenger and that of others.

Baggage

In addition to the normal free baggage allowance, passengers are provided with the opportunity to carry:

  • a wheelchair or another mobility aid, such as a special purpose wheelchair, provided it is used by the passenger in flight;
  • crutches, foldable walkers, a cane, an oxygen cylinder, an oxygen concentrator;
  • a guide dog for a visually impaired passenger at the presentation of a certificate confirming such passenger’s disability and documents confirming that the dog has received an appropriate training. Regulations for the transportation of a guide dog in the cabin may be found here.

A wheelchair is transported in the baggage compartment, while crutches, canes, foldable walkers, oxygen cylinders, and oxygen concentrators are carried in the cabin.

Transporting a wheelchair

Powered wheelchair

A powered wheelchair has to be checked in as baggage at the oversized baggage check-in desk.

For safety reasons, during the transportation of a powered wheelchair, the battery shall be disconnected, and the battery clamp insulated to prevent the occurrence of an accidental short-circuit.

A powered wheelchair’s battery terminals shall be disconnected by an accompanying person or by an employee of the handling company on the request of the passenger and under their supervision.

For the staff to assist in preparing the wheelchair for transportation when checking-in baggage, passengers using a powered wheelchair are required* to carry a set of wrenches/devices to disconnect the wheelchair’s battery terminals, as well as packaging for the battery consistent with Technical Instructions for the Safe Transport of Dangerous Goods by Air, ICAO Doc 9284 AN/905.

* Procedure for Handling Passengers with Disabilities and Other Special Needs at Airports and Aboard Aircraft, approved Order No. 24 of the Ministry of Transport of Russia dated February 15, 2016

Wheelchairs on lithium ion batteries shall be accepted for carriage on the condition that the capacity of a single battery does not exceed 300 Wh or the capacity of any two batteries does not exceed 160 Wh each. Wheelchairs on lithium ion batteries with a capacity exceeding 300 Wh shall not be accepted as passengers’ baggage.* Please refer to cargo transportation agents for terms of carriage.

* Technical Instructions for the Safe Transport of Dangerous Goods by Air, ICAO Doc 9284 AN/905

An employee of the airline or the handling company checking-in passengers and baggage shall ensure that the battery corresponds to the information provided at time of reservation. If the battery type does not correspond to the type previously indicated, the battery shall be inspected by experts in aviation security.

Manually operated (mechanical) wheelchair

A wheelchair has to be checked-in as baggage at the oversized baggage check-in desk.

Passengers using a manually operated mechanical wheelchair may book Delivery at Aircraft service at the airport check-in desk that enables them to remain in the wheelchair during airport check-in procedures until boarding the aircraft, hand over the wheelchair into the baggage and recover it immediately after exiting the aircraft.

If you wish to use this service, please inform the staff at check-in desk, because in this case the wheelchair has to be labelled with a special tag (DAA – Delivery at Aircraft).

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

Transportation on a stretcher

Transportation of passengers on a stretcher is only available in the Economy Class cabin.

Transportation of a passenger on a stretcher will be charged at the applicable fare rate and two full economy class fares valid for 1 year. A stretcher for the transportation of a passenger is provided by the airline at no cost.

Registration for travel shall be carried out after the confirmation of a relevant request. Medical passengers in need of care shall be transported accompanied by medical staff.

Pre- and post-flight passenger service at the airport shall be rendered by the airport health center. For servicing procedures, inquire at the airports of departure and arrival.

Oxygen equipment

Oxygen equipment may be carried by passengers who require oxygen therapy for medical reasons for the entire duration of the flight.

Only oxygen cylinders with the weight of up to 5 kg shall be accepted for carriage in the cabin of the aircraft. When booking your travel, please indicate cylinder numbers, date of manufacture and the date of the latest technical inspection.

Portable oxygen concentrators must have battery charge sufficient for the duration of the flight.

 

Check-in and boarding

Check-in and boarding

Depending on the regulations of a specific airport, the following check-in options are available:

We recommend that you arrive for check-in at the airport well in advance, preferably two hours before departure time indicated in the schedule.

In the case of self-service check-in, wheelchairs shall be checked-in at the oversized baggage check-in desk.

In the case of check-in through the airport health center, refer to the airport’s website for arrival times and details of the handling procedure.

At check-in, the passenger shall be assigned a seat in accordance with their wishes subject to the availability of preferred seating arrangement at the time of request and with due account for safety requirements. A seat in the first row of the Economy Class cabin with an increased distance between rows or a Space+ enhanced comfort seat with extra legroom may be secured at check-in at the airport check-in desk.

* Passengers with disabilities may not be assigned Space+ seats located near emergency exits.

An accompanying person providing care to the passenger in flight shall be checked-in together with the passenger such person accompanies. The accompanying person is assigned a seat adjacent to the passenger’s seat.

At check-in desks, disabled persons and persons with special needs are served out of turn

In Sheremetyevo Airport, special desks are available to serve passengers with disabilities:

in Terminal D

  • No. 16 (for domestic flights);
  • No. 62 (for international flights).

Desk No. 158 in Terminal F.

For layouts of airport terminals and services available at the airport, please refer to the website of Sheremetyevo airport.

Please, refer to a check-in desk to advise the staff of your arrival to the airport for escort services booked during your reservation.

You are kindly asked to arrive at the boarding gate no later than the boarding start time specified in the boarding pass.

Aboard the aircraft

Aboard the aircraft, flight attendants will

  • provide you assistance in accommodation in the cabin;
  • inform you of the configuration and outfit of a passenger seat and location of toilet facilities;
  • provide personal coaching to passengers with visual or hearing impairments on ways of evacuation and life-saving equipment;
  • inform you of the selection of food and beverages during meals and open the packaging for you when so requested.

Passenger seats of our aircraft are equipped with armrests that allow easy movement of passengers with reduced mobility from the wheelchair to the passenger seat.

On long-haul flights (operated on B777 and A330 aircraft), flight attendants will, on request, provide passengers with reduced mobility with a special wheelchair for visiting the bathroom. Please, check with flight attendants for the possibility to use an onboard wheelchair on A320/321, B737 and RRJ-95B aircraft.

Before arrival at the destination airport, flight attendants will inform you about the procedure for deplaning and recovery of your wheelchair and will help you to collect your personal belongings.

The duties of the airline staff do not include the following services:

  • hygiene procedures and personal care;
  • lifting or carrying a passenger;
  • care associated with feeding passengers or taking medications by them;
  • administration of medications;
  • medical care;
  • cleaning up after a guide dog escorting a passenger.

Service after arrival at the destination airport

Disabled passengers and passengers with special needs are deplaned immediately after all other passengers deplaned and will be assisted by an employee of the airport handling company to get to the wheelchair provided by the airport.

Such employee of the airport handling company will assist a passenger in carrying their hand baggage, personal belongings and claim of his/her baggage.

Powered wheelchairs are received in the baggage claim area.

Passengers using a mechanical wheelchair who booked Delivery at Aircraft service at check-in will get their wheelchair immediately after exiting the cabin of the aircraft. At the airports of Hamburg (HAM), Hannover (HAJ), Dusseldorf (DUS), Stockholm (ARN), and Tehran (THR), wheelchairs may be received only in the baggage claim area.

Assistance associated with moving the passenger to their wheelchair and ensuring the operating condition of the wheelchair will be provided by an employee of the airport handling company.

On flights originating/terminating in the USA

For service requests or claims, please contact complaints resolution officials (CRO) at:

CROUSA@aeroflot.ru(when departing from the USA);

CROSVO@aeroflot.ru(when departing from Russia)

The airline’s right to deny carriage to passengers

The airline may refuse to transport a passenger in the cases defined by the legislation of the Russian Federation or in cases of breach of federal aviation rules or regulations established by the airline:

  • if a passenger’s health condition requires special arrangements for transportation by air or threatens the safety of passengers or other persons, which is confirmed by medical documents, as well as causes disorder and unavoidable inconvenience to others;
  • if the transportation of a wheelchair has not been booked during reservation and purchase of your ticket;
  • if the transportation of a passenger requiring oxygen therapy with the use of an oxygen cylinder throughout the flight has not been confirmed within the prescribed period;
  • if the transportation of a patient on a stretcher is not paid for in accordance with rates established by PJSC Aeroflot and/or confirmed within the prescribed period;
  • if a visually impaired passenger accompanied by a guide dog in travel fails to produce documents proving his/her disability and/or documents confirming the special training of the guide dog;
  • if the carriage of the guide dog was not agreed upon with the carrier within the prescribed period, and if such guide dog is transported without a muzzle, a collar or a leash;
  • in other instances consistent with the existing aviation legislation of the Russian Federation and PJSC Aeroflot regulations.

Please refer to PJSC Aeroflot Rules for the Transportation of Passengers and Baggage by Air for further information on the carriage of passengers with disabilities.

Children

Traveling with Children
  • The child and accompanying adult must travel in the same class.
  • Children aged 0 to 5 years are accepted only if accompanied by a parent or adult passenger (in accordance with the legislation of the Russian Federation).
  • Children from 5 to 12 years may be accompanied by an adult passenger or may travel under the supervision of our staff. In accordance with the legislation of the Russian Federation, minors may travel without an accompanying adult once they reach the age of 12. At the request of parents, adoptive parents or guardians, our Unaccompanied Minor service can be provided for children of up to 16 years.
  • The child’s age is determined by the date of commencement of travel from the initial point of departure specified in the Conditions of Carriage.

ATTENTION

The legislation of foreign countries may impose restrictions on unaccompanied travel of minors who have not yet reached the age of legal majority or on accommodation of minors at hotels in case of miss of connection flight at the transfer airport or flight delay. When planning the trip of an unaccompanied minor aged 12 or above or a minor traveling under the supervision of the airline’s staff, please make sure to inquire about the legal requirements of the country from, to or through which the flight will take place at that country’s embassy or consulate.
PJSC “Aeroflot” reserves the right to deny boarding to minors on international flights in case of non-compliance with the requirements set forth in the regulations established by the competent authorities of the state of departure, destination or transit (in accordance with Para. 1 of Article 107 of the Air Code of the Russian Federation).

Cots and baby changing tables

Cots are designed for infants under the age of one year and weighing no more than 11 kg.

The lavatories in each travel class are equipped with a baby changing table.

Cots are available on aircraft fitted with baby cot positions. The availability and number of positions depend on the type of aircraft.

If you wish to use a baby cot on board, please let us know at least 36 hours before the scheduled departure time by contacting the Sales Office or calling the Contact Centre . At check-in, seats next to cot positions are first allocated to passengers who have made an advance booking.

Before mounting a cot, our staff will check your infant’s weight and inform you about the rules for using the cot during the flight.

Our flight attendants will tell you where the table is and how to use it. Please bring everything you need for your infant if he/she needs to be changed (nappies, wipes, etc.).

Baby stroller

In addition to free baggage allowance, the airline provides an opportunity to carry a baby stroller or a cradle free of charge if they are used by the passenger.

Please note that the weight of the stroller should not exceed 20 kg, and the stroller shall not be in the original packaging.

You may continue using the stroller checked as baggage up until boarding.

If you want to use this service, please inform the staff at check-in, as the stroller must be labelled with a special tag (DAA – “Delivery at Aircraft”).

ATTENTION

Service is not available in the following airports: Alicante (ALC), Barcelona (BCN), Berlin (SXF), Valencia (VLC), Washington DC (IAD), Hamburg (HAM), Hannover (HAJ), Dusseldorf (DUS), Geneva (GVA ), Copenhagen (CPH), Madrid (MAD), Nice (NCE), Rome (FCO), Stockholm (ARN), Tehran (THR), Tenerife (TFS), Stuttgart (STR).

The possibility of free transportation of a child seat is provided to the passenger subject to purchase of a separate seat for the child.

For use on board an aircraft, the child seat shall have a manufacturer’s labelling confirming the possibility of its use in air transport, such as: “This restraint is certified for use in motor vehicle and aircraft” / “Approved for aircraft only” / “This child restraint system conforms to all applicable Federal Motor Vehicle/TSO-C100B/TSO-C100C Safety Standards”.

NOTE

In the case of transporting two or more children aged up to two years by a single passenger, the use of child seats or other restraints is mandatory subject to purchasing separate seats.

 Arranging the carriage of a passenger with a child

One adult passenger may carry one infant (under two years) without a seat. If you are travelling with more than one infant or children from 2 to 12 years, a seat must be purchased for each infant/child.

Tickets for infants without a seat are free of charge on flights in the Russian Federation. On international flights a discount of 90% from the cost of an adult fare applies. If a seat is purchased for an infant a discount of up to 50% (depending on the applicable fare) will apply.

Detailed information about fare rules is available here.

Arranging the carriage of a passenger with a child

Children are entitled to the following free baggage allowance:

  • when travelling without a seat – one piece of baggage weighing no more than 10 kg and with the sum of the three dimensions not exceeding 115 cm;
  • when travelling in a separate seat – in accordance with the class of service and applicable fare rules.

Note that prohibited items must not be placed in luggage.

In addition to the free luggage allowance, one baby stroller/ cot may be carried free of charge.

Please note that the stroller must not weigh more than 20 kg and must not be factory-packed.

The possibility of free transportation of a child seat is provided to the passenger subject to purchase of a separate seat for the child.

For use on board an aircraft, the child seat shall have a manufacturer’s labelling confirming the possibility of its use in air transport, such as: “This restraint is certified for use in motor vehicle and aircraft” / “Approved for aircraft only” / “This child restraint system conforms to all applicable Federal Motor Vehicle/TSO-C100B/TSO-C100C Safety Standards”.

NOTE

In the case of transporting two or more children aged up to two years by a single passenger, the use of child seats or other restraints is mandatory subject to purchasing separate seats.

To be seated next to each other, we recommend that you:

  • notify our employees or agents when booking and purchasing your ticket that you will be travelling with young children and that you would like a seat reservation for them;
  • check-in using our online service which is available 24 hours prior to the scheduled departure time.

 Carriage of children under the supervision of the airline

We accept children aged 5 to 16 years for carriage under the supervision of our staff. When planning a trip of a minor under the supervision of the airline’s staff, please make sure to inquire about the legal requirements of the country from, to or through which the flight will take place at that country’s embassy or consulate.

Our staff will take care of the child, assisting with all the formalities at departure and arrival, on board the aircraft and during flight transfers.

An unaccompanied child will be charged the full applicable fare, without a child discount, and will receive the free luggage allowance applicable to that fare.

 

Carriage of children under the supervision of the airline

Carriage of children under the supervision of the airline

Only the child’s legal representatives – parents, adoptive parents, guardians, custodians – may book this service. The service can be booked upon presentation of the applicant’s ID document and a document certifying the relationship between the child and the applicant. *
*Birth certificate, certificate of adoption, proof of guardianship or custody.

An application and request for our Unaccompanied Minor (UM) service can be submitted only at Aeroflot sales offices or agent offices at the time of booking and purchasing the ticket.

Application and request forms
(DOC, 223 KB)

Sample of a completed application form
(PDF, 4.17 MB)

Sample of a completed request form
(PDF, 4.96 МB)

The UM service is mandatory for children aged 5 to 12 years, who are not accompanied by a parent or an adult legally capable (as per the legislation of the Russian Federation. Parents, adoptive parents or guardians may request this service for children up to 16 years.

Do not forget to order a special/baby meal for a child or infant who has special preferences, medical needs or religious beliefs.

Food and beverages service can be booked in case of transfer and waiting for a connecting flight.

 

You should arrive at the airport on time. Unaccompanied minors can check-in only at the airport check-in desk.

The child will need to present the following:

  • travel documents;
  • completed application and request forms with all the required data (names, addresses, telephone numbers) of persons dropping off and meeting the child;
  • receipt confirming payment for the service;
  • birth certificate (for flights in the Russian Federation);
  • ID document of the person dropping off the child;
  •  for international flights – international passport and documents required for travelling to the destination country (official information about documents required to enter the country can be obtained at the consulate of the country that the child will be entering);
  •  documents required for the child’s departure if the minor is travelling abroad not accompanied by parents (adoptive parents, guardians or custodians).

ATTENTION

The person dropping off the child must remain at the airport until departure of the flight.

The person meeting the child as specified in the application should be at the airport at the time that the flight arrives and carry a valid identity document. His/her ID must contain a photo.

After check-in, the set of documents is placed into a plastic pouch. The pouch containing the documents will be put around the child’s neck at check-in and must be worn during the whole trip.

 Children’s group travel

To obtain approval for carriage of children travelling as a group, an adult passenger must accompany the group.

Documents needed for group travel are drawn up similarly to those for individual travel in accordance with the legislation of the Russian Federation. You can submit a request and read information on group travel on the page “Group Travel”.

 Advice to pregnant women and passengers travelling with newborn infants

In accordance with World Health Organization recommendations, the following categories of passengers are advised to obtain permission to fly and recommendations from their doctor:

  • women in the last four weeks of pregnancy (last eight weeks for a multiple pregnancy) and in the first seven days after delivery;
  • passengers with seven-day-old infants.

Pregnant women may not occupy seats by emergency exits.

 Travel documents

 Travel documents

Parents (adoptive parents, guardians, custodians) or accompanying persons are responsible for compliance with the laws of the country from/to which the child is travelling.

A minor child – citizen of the Russian Federation – is allowed to travel abroad in accordance with the legislation of the Russian Federation.

Laws of the countries that the minor child is planning to visit may also require certain documents for leaving or entering the country.

You can obtain official information about required travel documents at the consulate of the country your child will be entering. We recommend that you review the requirements for travel documents on our website.

Please have the following documents ready:

  • child’s identity document (birth certificate, passport);
  • notarised consent to travel signed by parents, guardians, adoptive parents or guardians, if the minor citizen of the Russian Federation is leaving the Russian Federation unaccompanied by parents, adoptive parents, guardians or custodians (international travel).

(In accordance with Article 20 of Federal Law No.114-FZ “On the procedure for leaving the Russian Federation and entering the Russian Federation” dated 15.08.1996).

ATTENTION

The consent issued by a notary of a foreign country should include a translation into Russian and be legalized by an authorised body within the Ministry of Foreign Affairs of the Russian Federation (or embassy/ consulate of the Russian Federation located in that foreign country) or by an apostille.

 Safety precautions for children on board

 Safety precautions for children on board

Do not leave your child unattended during the flight; please follow the safety instructions given by flight attendants.

Due to safety requirements, passengers travelling with children between the ages of 0 and 12 years may not be seated in the emergency exit rows.

Seats located directly at the emergency exit are not available to passengers under the age of 18 years.

If you are holding an infant (under 2 years of age) on your lap, they must be attached with a separate children’s safety belt, which is fastened to the adult passenger’s belt.

Adults may hold only one infant on their lap.

Infants carried in a cot must be placed with their legs towards the aisle. During take-off, landing and in turbulence the infant must not be left in the cot.

To avoid injury, you are not allowed to lean against the cot, hang objects on it or unfasten it yourself.

Special meals

Special meals

Dear passengers!

Aeroflot – Russian Airlines offers you a selection of special meals to suit specific age, medical and religious requirements.

Special meals must be booked at least 36 hours prior to your flight.

There is no additional fee for special meals.

For Aeroflot and Aurora Airlines Economy passengers, special meal order is available only on the flights over 3 hours length.

For Rossiya Airlines passengers, special meal order is available only on the flights over 4 hours length – for Economy class, on flights over 1 hour length – for Business class.

All kinds of special meals are available if you are departing from Sheremetyevo by Aeroflot.

If you are departing from other points of origin, the choice of special meals is limited.

Please check the list of Aeroflot flights below for availability of special meals:

If you have booked a partner flight (joint operation under code share agreement), please visit the carrier’s website for more detailed information on special meals. You can also find the list of flights and types of special food by clicking the links below:

Types of Special meals:

Dietary Meals

Diabetic meals Code: DBML
low-fat meals prepared without fried products, fructose or sugar
Lactoprotein-free meals Code: NLML
prepared without milk, dairy products, yoghurt, cheese, butter, ice-cream, sherbet, etc.
Low-fat meals Code: LFML
prepared without fried products, egg yolk, giblets, shrimps, crabmeat, lobsters or caviar

prepared with lean meat, fresh fruit and vegetables, vegetable oil, low-fat milk products

Gluten-free meals Code: GFML
prepared without food products made with wheat, rye, barley or oats, dairy products, vegetable albumen
Low-calorie meals Code: LCML
meals containing approximately 1,200 calories, prepared with lean meat, low-fat dairy products, fruit and vegetables and without fried products
Salt-free meals Code: LSML
prepared without salt or salted products

Religious Dietary Meals

Lenten meals Code: VJML
prepared with vegetables, fruit, nuts, cooked cereals (porridge) and mushrooms and without meat, fish or dairy products
Moslem meals (available to order on several internal and international flights except departing from Moscow) Code: MOML
prepared without pork, gelatine, alcohol
Halal meals (available to order on all flights from Moscow) Code: MOML
the food is prepared in compliance with the canons and requirements of Halal, confirmed by a special stamp
Hindu non-vegetarian meals Code: HNML
prepared without beef, veal or pork; may be prepared with lamb, poultry, fish or milk. Dishes are hot and spicy.
Kosher meals Code: KSML
prepared according to Jewish kosher rules

Vegetarian Meals

Strict vegetarian meals Code: VGML
strictly vegetarian meals prepared without ingredients of animal origin, milk or eggs
Hindu/Asian vegetarian meals Code: AVML
prepared without meat or fish, with limited use of dairy products
Fruit meals Code: FPML
prepared with fresh fruit (food allowance depends on flight duration)

Children’s Meals

Children’s meals Code: CHML
prepared for children over two years of age, light and easy-to-chew meals prepared from easily identifiable ingredients
Baby food meals Code: BBML
A baby meal includes  a portion milk pack and an assortment of baby food

Pets

Traveling with Pets

We accept domestic pets, such as cats, dogs and birds. Other animals, such as polecats, ferrets, meerkats, fennec foxes, lorises, hedgehogs, rabbits, marmosets, etc. will be accepted for carriage if they are indoor pets. Aggressive or fighting dog breeds must be carried only in the baggage hold.

The following animals will not be accepted as a baggage (in passenger cabin or baggage compartment):

  • brachycephalic dog breeds (with a flat and wide skull shape and a flattened snout): Bulldogs (English, French, American), Pugs, Pekinese, Shih Tzus, Boxers, Griffins (Belgian, Brussels), Boston Terriers, Bordeaux Mastiffs, and Japanese Chin dogs;
  • rodents (guinea pigs, rats, chinchillas, chipmunks, squirrels, gerbils, dormice, marmots, ground squirrels, jerboas, etc.);
  • reptiles (turtles, iguanas, geckos, chameleons, snakes, lizards, frogs, etc.);
  • arthropods;
  • fish and fish seed, as well as other marine and river animals that require transportation in water;
  • animals and birds that are not domesticated;
  • sick and experimental animals.
If you wish to transport animals other than in luggage, please contact an IATA regulated air cargo agent.
Animals/birds may be carried in the cabin with passengers if their weight together with their cage/container does not exceed 8 kg.
Otherwise, they must be transported in the baggage compartment.

Weight limits for animals in the passenger cabin do not apply to guide dogs accompanying visually impaired passengers or dogs in the canine service of Russian government agencies.

If your pet and its container weigh more than 32 kg (but less than 50 kg), find out whether it can be carried as checked baggage when you book your ticket or by phone on +7-495-223-55-55 or on 8 (800) 444-55-55 (toll-free in Russia). If your pet and its container weigh more than 50 kg, please contact an IATA regulated air cargo agent.

We advise you to:

  • arrive at the airport no later than three hours before departure to have your pet inspected by the veterinary service and checked-in on your flight;
  • ensure that your pet is inspected when you arrive at your destination airport and obtain a document confirming the inspection.

The Veterinary Office at Sheremetyevo Airport is located on the second floor of Terminal E, in front of Ticket Sales. Hours: 24/7. Contact numbers: +7 (495) 578-96-52, +7 (905) 590-51-09

Important!

Your local vet can advise you how to prepare a pet for flight. Don’t forget to bring a veterinary first-aid kit with you on the flight.

The pet must be clean, odourless and be accustomed to the container or cage.

Your pet should be quiet and well-behaved. If it becomes restless or threatening and poses a threat to other people’s health and safety, or if it causes difficulties in the provision of services to passengers – the animal will not be accepted for carriage.

Pets carried in the passenger cabin

Pets carried in the passenger cabinSeveral pets can be transported in one cage if their total weight together with the cage does not exceed 8 kg. Only one cage is allowed per passenger.

Pets travelling in the passenger cabin must be inside a special container or carrier, which should be of adequate size with air vents and a secure locking device to prevent accidental opening.

The bottom of the container or carrier should be strong, waterproof and covered with a non-toxic absorbent material. The container or carrier must not allow any spillage of the absorbent material.

Birds should be carried in a cage. The cage should be covered with a thick cloth to keep out light during the flight and have a secure locking device to prevent accidental opening.

The cage, container or carrier should not be placed at emergency exits or on evacuation routes and should not cause discomfort to other passengers or interfere with services to passengers.

During takeoff and landing and when passing through turbulence the cage, container or carrier should be securely stowed under the seat in front of the passenger or in a place indicated by the flight attendant.

The animal or bird must not be taken out of the container/cage while in the passenger cabin.

Passengers with animals/birds may not occupy seats by emergency exits or in the first row of Economy Class (in front of the rigid partition of the passenger cabin).

Pets carried in the baggage compartment

Pets carried in the baggage compartment

Only one animal may be transported in each container/cage in the baggage compartment.

Animal and/or bird owners must use for carriage a special container which structural design and materials it is made of allow for safe transport and protect the animal/bird from injury during carriage:

  • the container should be made of rigid shock-resistant material. A container made of welded or wire mesh will not be accepted;
  • the size of the container must allow the animal to stand in an upright position, turn 360 degrees, and lie down in a natural manner;
  • the bottom of the container should be solid and waterproof, covered with an absorbent, non-toxic material. The bottom of the container should be designed to prevent spillage of absorbent material;
  • the container roof must be solid. The upper parts of its’ sidewalls should have ventilation openings/grids providing air access;
  • the container’s door must be securely fastened to the container so that the animal cannot dislodge it;
  • the door mesh must not exceed 25×25 mm, i.e. to be nose, paw/leg or tail proof;
  • the container must be securely locked to prevent accidental opening of the container, opening the container by the animal, or unauthorized access to the animal during the flight;
  • the container must have a smooth and rounded surface that prevents the animal from being injured during carriage;
  • the container must be equipped with handles that will allow two handlers to lift and carry it;
  • if the container is equipped with wheels, they must be removed or rendered inoperative during the flight.

Aggressive or fighting dog breeds are accepted only if they are carried in containers having strengthened design:

  • the container door must be constructed of smooth metal;
  • the upper and lower parts of a dismountable container must be interconnected with metal bolts and nuts.

Requirements

Requirements for cabin carriage of guide dogs

Requirements for cabin carriage of guide dogs and Russian canine service dogs

  • Guide dogs and canine service dogs can travel in the passenger cabin provided that the dog is wearing a collar and muzzle, and is attached to the seat of the passenger with whom it is travelling.
  • The animal must be clean, should observe sanitary and hygiene standards during the flight, and must not harm passengers or airline property.
  • If you are travelling with a guide dog, please state this when booking your ticket or call +7-495-223-55-55 (Moscow), or 8-800-444-55-55 (Russia), or you can let us know via our website «Purchase ticket» or «Contact us».
  • Only on flights with departure from/destination in the United States:

    Emotional Support Dogs can be carried free of charge if there is a medical justification issued by a psychiatrist/psychotherapist practicing in the United States. The medical justification must be issued by a psychiatrist or psychotherapist who observes this passenger. The submitted document should be dated no later than one year prior to the departure date of the flight, and written on an official letterhead of the psychiatrist or a medical institution with an appropriate license, indicating the date of issue and the authority issuing the license, and should confirm that the passenger has a mental or emotional disorder included in the DSM-IV and that the animal is necessary for the passenger’s treatment.

    Carriage documents for such a dog will be issued only after the request has been confirmed. The request must be submitted no later than 48 hours prior to the scheduled departure time.

    To confirm carriage of an Emotional Support Dog, the Airline shall have the right to verify the authenticity of the document by forwarding a request for confirmation of the information to the medical institution or the specialist that issued the document.

    ATTENTION

    For more advice or in the event of a claim please contact one of our CROs (complaints resolution officials), who is responsible for the resolution of problems:

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

Payment for carriage of animals

Payment for carriage of animals

Transport of animals/birds is not included in the free baggage allowance and shall be charged as non-standard luggage.

However, guide dogs accompanying a visually impaired passenger travel free of charge on presentation of a certificate of disability and documents confirming the dog’s special training.

Documents required for pets

Please contact the embassy or consulate of the country from/to/through which you and your pet will be travelling to find out regulations governing the import and export of animals.

The owner of the animal or bird is responsible for compliance with the laws of the country from/to/through which he/she will be travelling.

Please make sure that you can provide all the necessary documents required by Russian law, international treaties and laws of the country from/to/through which you and your pet will be travelling.

Please note that a number of countries have specific rules for entry of animals.

We recommend that you consult the embassy of your departure country and the embassy of your destination country to clarify the rules for import and export of animals and birds.

All pets must be micro-chipped, vaccinated against rabies, and the date of the chip implant must precede the vaccine date. The animal must be vaccinated against rabies no later than 21 days before the journey. The vaccine is valid for one year. It is strictly prohibited to travel with pets that have not been vaccinated against rabies. Young animals are exempt from this rule if they are still dependent on their lactating mother and travel together with the mother.

The following documents must be submitted to the Russian Veterinary Control Office at the airport:

  • veterinary passport or veterinary EU passport (for EU residents);
  • veterinary certificate No.1 (for carriage through the Russian Federation, CIS countries, or to other foreign countries);
  • Customs Union certificate (for carriage to/from points of the Customs Union and points in countries outside the EU).

You can find Russian legal requirements for carriage of animals on websites of the Directorate of the Federal Service for Veterinary and Phytosanitary Surveillance and the Directorate of Rosselkhoznadzor for Moscow and Moscow and Tula Regions, or you can contact veterinary control offices.

Veterinary certificate No.1

Veterinary certificate No.1

Veterinary certificate No.1 is issued by the Animal Disease Control Station and must be obtained no later than five days before the date of travel.

We recommend that you indicate the full itinerary of your pet on the certificate.

The Customs Union Certificate

The Customs Union Certificate

The Customs Union Certificate is issued by the Animal Disease Control Station and must be obtained no later than five days before the date of travel.

When travelling between countries outside the EU and the Customs Union, please ensure that the certificate is completed in both Russian and English.

International Certificate 5A

International Certificate 5A

After your pet has passed inspection and all documents have been issued by the Veterinary Control Office, you will receive International Certificate 5A.

The certificate is valid for:

24 hours if the animal is leaving the Russian Federation;
90 days if the animal is arriving in the Russian Federation.

If your pet is travelling with a European Union veterinary certificate, proof is required that the animal underwent a clinical examination no more than five days before arrival in the Russian Federation. The animal must be vaccinated against rabies no later than 30 days before arrival in the Russian Federation. The rabies vaccine is valid for one year.

When travelling with a Canine Service dog, please present a document at check-in confirming the dog’s special training and a document confirming that the passenger accompanying the dog is an employee of the Canine Service.

A document confirming special training and a document confirming the passenger’s disability must be presented at check-in when a guide dog travels with a visually impaired passenger.

Passengers are fully responsible for their animal during travel and for providing permits and certificates that comply with statutory rules.

The airline is not responsible for bodily injury, loss, delay, sickness or death of animals if they are refused entry or passage through any country or territory except in cases where this has been caused by the wilful misconduct or gross negligence of the airline.

Caring for pets is not a duty of airline staff.

Specialists at our Contact Centre will be pleased to answer any other questions you may have:

+7 (495) 223-5555 Moscow (24 hours)
8-800-444-5555 Russia (toll-free number).

Customer requests

Registered address of PJSC “Aeroflot” (for correspondence):
10 Arbat St., Moscow 119002

Contact Centre:

+7 (495) 223-55-55

8-800-444-55-55 (toll-free in Russia)

Toll-free calls to the Contact Centre from abroad

Sales and booking offices

Aeroflot Russian Airlines Special Assistance

Aeroflot Russian Airlines Special Assistance
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