Smartavia Answer Center
We will answer your most important questions ❤️
Can I transport a wheelchair or other means of transportation for free?
Passengers with reduced mobility may carry their wheelchair free of charge. To do so, you must notify the airline in advance.
⏰ Notification deadlines
Please inform us about the carriage of your wheelchair no later than 48 hours before departure. This will allow us to prepare everything necessary for a comfortable and safe transfer.
📞 How to notify the airline
You can let us know in one of the following ways:
- Write to us via any official written communication channel or fill out the .
- Call the call centre.
- Visit our sales office or an agency in your city.
📋 What to provide when contacting us
Please have the following information ready:
- Weight of the wheelchair (in kg).
- Folded dimensions (length × width × height, in cm).
- If the wheelchair is electrically powered — the capacity of the lithium‑ion battery (in Wh) and its dimensions.
Lithium‑ion batteries with a capacity of more than 100 Wh require special approval. Batteries with a capacity of up to 160 Wh may be carried in hand luggage.
We recommend carrying the battery passport or instructions specifying its capacity.
If you cannot move without your wheelchair, please book the assistance service in advance — our staff will help you get to your seat on board.
with a solution.
We may not respond to you if: the content of the message violates the laws of the Russian Federation, the content of the message is contrary to the basics of morality and morality, the message is clearly offensive, the content of the message does not relate to the activities of Smartavia, the message does not contain questions requiring an answer from the sender.
If you have material claims against the airline, please apply in writing to the legal address (read the rules for filing claims beforehand)
