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One of the fundamental principles of Smartavia's operation is to create comfortable conditions at all stages of travel for all categories of passengers.
Since the beginning of 2025, the airline has begun to introduce inclusive services into the work of flight attendants and ground staff to support passengers with autism spectrum disorders (ASD).
Travel planning and ticket purchase
It is important for passengers with ASD to understand in advance what actions will take place at each stage of the journey. In order for it to be calm and comfortable, we recommend that you read our memo. With its help, you will learn what needs to be done before leaving home, at what stages security checks are carried out, how to get to the boarding gate, navigate the plane, get on-board services, use the entertainment system, attract the attention of flight attendants, at what point after landing you can stretch your seat belt and other useful information.
You can buy a ticket in any convenient way:on the website, Smartavia's own sales offices, at ticket offices and agencies, or through a call center.
During the purchase of the ticket, namely at the stage of entering passenger data, in the "Add special services" section, it is necessary to mark the corresponding item "I have a neurodevelopmental condition (ASD)".
If you have already bought a ticket, please let us know if you have an autism spectrum disorder. Write to the feedback form by selecting the appropriate section of the message. Specify the flight details and the details of the passenger who needs our assistance.
You must specify:
- Full name of the passenger with ASD and the accompanying person (if any);
- Ticket number (13 characters) or booking number (6 characters);
- The need for an escort service, assistance at the airport, as well as other nuances that may be important for a passenger with ASD during the flight. We will pass this information on to the flight attendants.
At the airport and on board the aircraft
martavia flight attendants and ground staff will be able to provide assistance and support to passengers with ASD and their escorts on the ground and during the flight. We will seat the passenger with ASD and the accompanying passenger next to each other so that the flight takes place in a familiar and calm environment.
Also, passengers with ASD can take on board a familiar and necessary thing that will help them cope with anxiety (for example, a toy or noise-canceling headphones). If the item exceeds the size of the carry-on baggage, please let us know.
On board, you can contact the flight attendants for any questions you may have. To do this, simply press the call button above your seat. Flight attendants will help alleviate anxiety and provide special care during the flight.