Handling of passengers with disabilities and other passengers with physical dysfunction

S7 Airlines pays great attention to passengers with disabilities and physical dysfunction, it does everything possible to make their trip comfortable to the maximum extent.

How to organize a trip

1. Book an air ticket by any convenient means: on the website s7.ru, at S7 ticket offices, from the airline agents, by calling the Contact Center.

2. Read the information on the services provided at the airport and onboard the aircraft and rules of registration of individual mobility aids.

3. Inform of your need for assistance and of your disability, moreover specify dimensions, weight and other characteristics of your individual mobility aids to be transported. To do this you should complete an application form for special services and send it using the contact form.

If you have any questions, you may ask S7 Contact Center operators calling at 8 800 700-0707, +7 495 783-0707.

You may call from the website – the link "Online call" is at the bottom of the screen.

List of services provided at the airport

Airport operators provide following free services to passengers with disabilities and physical dysfunction:

  • Escort and assistance in moving within the airport (including points of embarkation or disembarkation of passengers), during flight and baggage check-in, security check, border, customs and other types of control at the airport as required by laws, boarding and getting off the aircraft, baggage claim on arrival of the aircraft.
  • Provision of special mobility aids (including wheelchairs) enabling the passenger to move within the airport.
  • Interpretation of audio and visual information, which is to be provided to passengers with disabilities and physical dysfunction for information purposes
  • Assistance in boarding and getting off the aircraft, including with the use of a special elevating machine (ambulift), of the passenger, who is unable to walk unassisted, including escort and assistance in carrying personal items of such passenger onboard.
  • Priority aircraft boarding and escort to a passenger seat.
  • Personal meeting of the passenger by representatives of a service organization at the airport of destination, escort and assistance in moving in the airport building.
  • Provision of a wheelchair for temporary use to the passenger, who is unable to walk unassisted, in case of delay of transportation of the passenger's special mobility aids to the airport of destination or transfer airport, or in case of loss or damage (deterioration) of such mobility aids during air transportation.
  • Assistance in guide-dog walking for deaf and blind passengers.
  • Personal meeting of a passenger at the airport of destination.

List of S7 Airlines services provided onboard the aircraft

Following free services shall be provided to passengers with disabilities and physical dysfunction onboard:

  • Familiarization of passengers with rules of conduct onboard the aircraft and other actual information in a form understandable for them.
  • Provision of an onboard wheelchair for temporary use for moving onboard to passengers unable to walk unassisted upon request of the service.
  • Assistance in stowing of the passenger's carry-on baggage onboard.
  • Assistance in going to aircraft lavatories and back in the absence of an accompanying person, including with the use of an onboard wheelchair, to passengers unable to walk unassisted.

Rules of transportation of passengers using wheelchairs

Passengers with disabilities or physical dysfunction using wheelchairs may take flights with accompanying persons or unaccompanied.

Wheelchairs shall be transported for free in addition to free baggage allowance. Wheelchair shall be transported in a baggage compartment. The passenger may use his/her own wheelchair up to boarding gates (except electric wheelchairs) or check it in already at a check-in counter. In this case the passenger will be brought to the aircraft on a wheelchair provided by the airport. Wheelchair shall be returned to the passenger immediately after leaving the aircraft or in the baggage claim area, in which case the disabled passenger will be brought to the baggage claim area on a wheelchair provided by the airport.

Rules of transportation of wheelchairs

Wheelchairs and mobility aids shall be transported for free as checked-in baggage in aircraft baggage compartments.

In an aircraft cabin the passenger may transport a foldable wheelchair and other mobility aids used by the passenger, if their weight and dimensions do not exceed dimensions of carry-on baggage specified in the Federal Aviation Rules "General Rules of Passenger, Baggage, Cargo Air Transportation and Passenger, Consignor, Consignee Handling Requirements". More information is provided in the section "Rules".

Rules of transportation of electric wheelchairs

Wheelchairs and other mobility aids, which are put into operation with non-spill liquid batteries, may be transported only in aircraft baggage compartments. Such wheelchairs shall be checked-in during check-in for the flight. In this case the passenger will be brought to the aircraft on a wheelchair provided by the airport.

In accordance with security rules electrical battery shall be disconnected, and battery terminal shall be isolated during transportation to avoid accidental short circuit.

Wheelchair battery terminal shall be disconnected/connected by the passenger independently, or upon request for assistance by representatives of a service organization. The passenger shall have a set of keys/tools for wheelchair battery terminal disconnection, and electrical battery package in conformity with ICAO Technical Instructions for the Safe Transport of Dangerous Goods by Air.

Wheelchairs and other mobility aids, which are put into operation with lithium-ion batteries, shall be transported only as checked-in baggage, moreover the battery terminal shall be protected from accidental short circuit, and the battery shall be securely fastened to the wheelchair. If the design of mobility aids specially allows removal of the battery by the user (e.g. folding wheelchair design), the battery shall be removed and transported in the cabin, provided that the battery terminal is protected from accidental short circuit, the battery is protected from damage, and the battery power capacity does not exceed 300 Wh. The passenger may transport in the cabin only one spare battery with power capacity not exceeding 300 Wh, or two spare batteries with power capacity not exceeding 160 Wh each. In case of transportation of batteries in the cabin such batteries shall be stowed under the seat in front.

The passenger should also know the wheelchair weight and specify it to the agent during check-in.

Rules of transportation of seriously ill passengers and passengers on stretchers

Seriously ill passengers and passengers on stretchers may take flights only with accompanying persons, who will take care of ill passengers onboard the aircraft. Such transportation shall be agreed upon with the airline not later than 72 hours prior to flight departure. In order to agree upon the transportation the passenger shall inform the airline agent during ticket booking. Air tickets for seriously ill passengers on stretchers may be issued only after the carrier has confirmed the possibility of such transportation, and subject to payment for three seats at an economy class fare. The accompanying person shall have everything necessary for proper care for the passenger and shall provide care for the passenger in all respects, including deficiency needs. Pharmaceutical drugs, folding wheelchair, stretchers, crutches for this category of passengers shall be transported for free and shall not be included in free baggage allowance.

Necessary accompanying

Presence of an accompanying person taking care for the passenger during the flight shall be required in case of transportation of a seriously ill passenger on stretchers, in case of transportation of a blind and deaf passenger, and in cases when the passenger needs an oxygen cylinder during the flight.

Transportation of deaf passengers

The passenger with hearing disorder may take flight accompanied by accompanying persons or a guide-dog, or unaccompanied.

The passenger with hearing and sight disabilities may take flights only accompanied by a person providing assistance during the flight.

Transportation of blind passengers

The passenger with sight disability may take flights accompanied by accompanying persons or a guide-dog, or unaccompanied.

The passenger with hearing and sight disabilities may take flights only accompanied by a person providing assistance during the flight.

Rules of transportation of a guide-dog

A guide-dog may be transported for free in the aircraft cabin subject to provision of a certificate confirming special training of such dog.

The dog shall be vaccinated against rabies not earlier than one year and not later than one month prior to the flight.

Prior to check-in for the flight the dog shall pass through check of the Veterinary Check Service of the airport of departure, and the passenger shall present the pet passport and veterinary certificate (for flights within Russia and the CIS).You can get detailed information on requirements and rules of issuance of documents for transportation of an animal in advance at the Veterinary Check Service of the airport of departure.

In the airport building and aircraft cabin the dog should be in a muzzle and on a leash. In the cabin the dog shall be tied to the seat at the master's feet.

Rules of transportation of oxygen cylinders and air bottles

Small cylinders/bottles (gross weight not exceeding 5 kg) with gas oxygen or air necessary for medical purposes shall be transported in the aircraft cabin for free.

If you have any questions, you may ask S7 Contact Center operators by calling on 8 800 700-0707, +7 495 783-0707.

You may call from the website: the link "Online call" is at the bottom of the screen.