operates 24 hours a day, 7 days a week.
The Mobility Assistance Centre provides information about the services offered to passengers with disabilities and accepts the following applications:
8 (800) 775-00-00,
ext. 1 (in tone mode), free in Russia
+7 (499) 605-20-00
worldwide, payment in accordance with the tariffs of your service provider
Applications must be submitted no later than 24 hours before the train’s departure.
More information on the services offered to passengers with limited mobility who have submitted the relevant request to the Mobility Assistance Centre for accompaniment and assistance at stations can be found here.
Applications must be submitted no later than two days before the train’s departure.
Applications are reviewed within two days of receipt.
Applications may be submitted by:
- Passengers requiring a wheelchair or stretcher as of the day on which tickets are released for sale.
A document confirming that the passenger requires a wheelchair or stretcher (individual rehabilitation programme other document) must be presented at the ticket office when purchasing a ticket.
- Passengers of all disability categories and passengers who require urgent travel to/from medical institutions in cases where, for medical reasons, they need to be isolated from contact with persons who may have an infectious disease are required to purchase tickets ten days (240 hours) prior to the departure of long-distance trains and ten days from the first day of sales of tickets on Sapsan high-speed trains.
One of the following must be presented when purchasing a ticket: a disability certificate; a certificate from a disability evaluation board; a social security disability medical exam certificate; an individual rehabilitation programme; or a document from a healthcare facility confirming the need to eliminate contacts with persons who may have an infectious disease.
Applications may be submitted by passengers who require a wheelchair or stretcher. A document confirming that the passenger requires a wheelchair or stretcher (individual rehabilitation programme or other document) must be presented at the ticket office when purchasing a ticket.
Application deadline: applications should be submitted no earlier than 60 (90) days prior to the train’s departure. Applications submitted after the start of sales will be considered, but, from a technical standpoint, the possibility of having a carriage attached to a train will be significantly limited.
Applications will be accepted until 14 business days before the train’s departure.
Applications are reviewed on an individual basis depending on the number of available carriages and the possibility of adding or replacing a carriage:
- no more than five business days for applications submitted before the first day of ticket sales;
- no more than ten business days for applications submitted after ticket sales have begun.
Russian Railways JSC, in conjunction with Central Exurban Passenger Company JSCo and Moscow – Tver Suburban Passenger Company JSC, is carrying out a pilot project to assist passengers with limited mobility when boarding suburban trains in the Moscow Region.
Transport operator employees assist passengers with limited mobility who have submitted a request form to the Mobility Assistance Centre at Russian Railways.
Who can submit a request: passengers with Category I and Category II disabilities, passengers with long-term visual and mobility impairments, children with disabilities and passengers with temporary physical impairments, in wheelchairs or using crutches or walking aids.
Assistance is provided when boarding (alighting) the first carriage of the commuter train.
When to submit a request: three days and up to 24 hours in advance.
Please note. Transport operator employees will only assist in boarding and alighting the train. If you require assistance at stations and stopping points, please contact the Mobility Assistance Centre at Russian Railways.
When planning a trip, please bear in mind that boarding and/or alighting trains may be difficult or impossible during rush hour, when trains will be operating at increased capacities and may be overloaded with passengers. The main rush hours are from 6am to 9am and from 5pm to 8pm local time. It may be impossible to board the train during these periods, including for passengers in wheel chairs, and priority seats may not be available since the aisles are likely to be occupied by other passengers.
Note: Employees are within their rights to refuse assistance to a passenger with limited mobility in the event that the passenger refuses to present a valid form of identification or document issued by a healthcare facility upon request if there are no visible signs that the person has a physical disability, as well as in cases where the passenger is in breach of the peace.
Below is the pilot list of stations where transport operator employees assist passengers with limited mobility to board and alight the first carriage of trains:
|Platform 33 km|
|Sergiyev Posad||Fryazino Pass.|
Foreign citizens travelling in wheelchairs or stretcher can apply for electronic tickets for seats/berths for disabled people remotely, with deferred payment, through the Mobility Assistance Centre at Russian Railways.
Applications can be made by completing the relevant form and sending it, along with an appropriate document confirming the need to use a wheelchair, to the email address email@example.com. The document should be sent as a scanned or photographed copy in Russian or English.
The application deadline is at least 2 days before the departure of the train from the first station of the route. Deferred payment is valid for 24 hours.