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Smartavia Airlines takes special care of passengers with disabilities, ensuring maximum comfort, safety, and assistance at all stages of their journey.
This section contains important information to help passengers with limited mobility and sensory impairments plan their flights on Smartavia.
Travel planning and purchasing airline tickets
Airline tickets can be purchased in any convenient way: on the website flysmartavia.com, at Smartavia's own sales offices, at airline ticket offices and agencies, or through the Smartavia call center.
When booking and issuing an airline ticket, please inform us of any special service needs and existing limitations, as well as the dimensions, weight, and other characteristics of individual mobility aids (including the presence and technical specifications of batteries) that will be transported on board the aircraft.
Information about the availability and procedure for providing services at the airport for passengers with limited mobility, as outlined in the Order of the Ministry of Transport of Russia dated February 15, 2016, No. 24, can be obtained at the airline's arrival/departure airports from the information service desk or by checking the official website of the arrival/departure airport.
At Pulkovo Airport, you can clarify information about the services provided here.
At Sheremetyevo Airport, you can clarify information here.
If you have any questions, please ask the staff at the Smartavia call center.
When booking and issuing an airline ticket, please provide the following information:
- nature of the limitation;
- need for escort service and assistance at the airport;
- presence of a companion;
- presence of a guide dog;
- quantity, size, weight, and other characteristics of individual mobility aids (including presence and technical specifications of batteries);
- need for transporting an oxygen concentrator or medical equipment to support the passenger's life, along with technical specifications of the equipment.
The presence of a companion who provides care for the passenger during the flight is mandatory:
- when transporting a passenger with both visual and hearing impairments simultaneously;
- for a disabled child under the age of 12.
If the physical or mental condition or age of the passenger is such that flying may worsen their health or create danger or discomfort for other passengers, the airline has the right to refuse transportation based on medical examination findings.
Services requiring additional coordination with the airline:
- need for transporting an oxygen concentrator or medical equipment to support the passenger's life, along with technical specifications of the equipment;
- presence of a guide dog:
- the dog may be transported free of charge in the passenger cabin;
- an official document confirming the completion of special training for guide dogs must be presented;
- the dog must be secured at the passenger's feet during the flight, must wear a muzzle, and cannot be transported in a seat;
- when booking an airline ticket, a request should be made to the airline for transporting such an animal. The guide dog does not count towards the quota for transporting animals on board.
- individual mobility aids (quantity, size, weight, and other characteristics, including presence and technical specifications of batteries). You can find out more about battery specifications here.
- transportation of a patient on a stretcher must be coordinated with the airline, providing additional seats on the aircraft and payment as established by the carrier.
Check-in for flights
We recommend arriving at the airport for check-in well in advance, ideally no less than 90 minutes before the end of check-in.
To receive the special services ordered during booking, it is necessary to go to the check-in desk to notify the staff of your arrival at the airport.
Passengers with limited physical abilities and individuals with life activity restrictions are served at the check-in desk without waiting in line.
Preparation of wheelchair before check-in
A wheelchair or other mobility aids powered by non-spillable liquid batteries are transported only in the baggage compartment. Such a wheelchair must be checked in as baggage at the time of flight registration. In this case, the passenger will be transported to the aircraft in a wheelchair provided by the airport.
In accordance with safety regulations for transporting wheelchairs, the battery must be disconnected, and the battery terminals must be insulated to prevent accidental short circuits.
The disconnection and reconnection of wheelchair battery terminals can be performed by passengers themselves or, upon request for service assistance, by the servicing organization. Passengers should carry a set of keys/tools for disconnecting the wheelchair battery terminals, as well as packaging for the battery in accordance with the Technical Instructions for Safe Transport of Dangerous Goods by Air ICAO Doc 9284 AN/905.
Wheelchairs or other mobility aids powered by lithium-ion batteries are transported only in registered baggage, with terminals protected from short circuits and the battery securely attached to the wheelchair.
Boarding
Boarding for passengers with limited physical abilities and individuals with life activity restrictions is conducted first (before the general flow of passengers begins). In this regard, we ask that you arrive at the boarding gate before the boarding time indicated on your boarding pass.
Onboard
A wheelchair for temporary use on board is provided upon request to the flight attendant regarding the need for this service.
Arrival service
Disembarkation of passengers with limited physical abilities and individuals with life activity restrictions is carried out last (after the main flow of passengers has disembarked). Following this, post-flight procedures are conducted by staff from the airport servicing company in a priority manner throughout the entire process.