HELP CENTER

To request assistance for disable passengers, customers should let the booking staff know when purchasing tickets about that special services and assistance customers need during journey. Customers also need to let SU staff know if customers want to travel with wheelchair, crutches or a guide dog. Remember, customers should request the service 36 hours in advance if traveling with their own wheelchair which weigh more than 32kg.

Customers, who need a stretcher or need to use a cylinder with gaseous oxygen (air) during the flight for medical reasons, should request an arrangement 72 hours in advance. Such passengers will have to be accompanied by medical staff.

Mentally impaired passengers will be provided with ASpecial services only upon presentation of a medical certification, which shows that the passenger needs to be accompanied. The request for services must be made in advance and confirmed immediately before departure. At the airport of departure, the passenger are checked in at the medical center of the airport and accompanied by a healthcare workerfrom check-in to boardingand from the aircraft to the person meeting the passenger at the destination airport.

Aeroflot is willing to help disable passengers with check-in formalities, at boarding, with seating in the cabin of airplane, during flight, at the destination airport, with transfer, and in obtaining a wheelchair at the airport.

Yes. Passengers can bring cats, dogs, and birds on board. Each pet including its cage weighs no more than 8kg/18lbs, and the cage has the sum of three dimensions of less than 115cm, equipped with a strong lock. Passengers should prepare a pet first aid kit. Passengers traveling with pets are not seated near emergency exits.

All pets weigh more than 8kg/18lbs have to be transported in the cargo hold. Pets must be kept in cages where they can move comfortably. The cages must be equipped with a water-proof bottom and covered with absorbent material.As an exception birds are allowed for transportation in locked cages, covered with a lightproof dense texture.

Baggage allowance does not include animal and cage. They will be charge as an excess baggage.Guide dogs traveling with passengers are free of charge. These dogs are carried without cages, they should have a collar, muzzle, and are tied. Passengers accompanied by guide dogs are seated at the rear of the cabin.

There are some required travel documents for pets on Aeroflot:
- Veterinary passport
- A medical certificate issued at any state veterinary clinic contains information on inoculations administered to the animal at certain ages. The last anti-rabies inoculation must have been administered no earlier than one year prior and no later than one month before departure.
- A certificate issued by SKOR or RKF indicates that the animal presents no breeding value. Certifictes issued by other club may get delayat customs.

No. Aeroflot does not transport exotic animals as baggage. For a transportation of an exotic animal, passengers should contact their local cargo transportation agent.

Aeroflot provides passengers with a wide range of special meals to suit specific age, medical and religious requirements. Passengers should request special meals at least 36 hours prior to their flight. Passengers do not have to pay extra fee for special meals. All kinds of meals are available on fights from Moscow.