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Information

Services for passengers with disabilities


Details of services for passengers with disabilities

Aurora Airlines provides services to passengers with disabilities with regard to their needs, providing unimpeded access to the airline's services, accessibility of carriage at all stages, and situational assistance. Special services provided by the airline are only provided to the passenger with their consent or upon request. Our employees serving passengers undergo special training on interacting and communicating with passengers with disabilities.

Booking and purchasing air tickets

Based on their health condition and in order to ensure appropriate carriage conditions, the passenger shall independently determine whether they can fly in accordance with the legislation of the Russian Federation*. When concluding the air carriage agreement (booking, purchase, and issue of carriage documents), the passenger shall inform the carrier of their disabilities as well as the dimensions (length, width, height when folded, or overall dimensions if cannot be folded), weight, and other characteristics of personal mobility aids, including the presence and technical characteristics (type, specific power) of batteries planned for carriage on board the aircraft, and submit requests for services at the airport or on board the aircraft.


*Aviation Code of the Russian Federation issued March 19, 1997; "General Rules for Carriage of Passengers, Baggage, and Cargo by Air and Requirements for Service of Passengers, Consignors, and Consignees" approved by Decree of the Ministry of Transport of the Russian Federation No. 82 dated June 28, 2007; Decree of the Ministry of Transport of the Russian Federation No. 24 dated February 15, 2016 "On Approval of the Procedure for Provision of Services at Airports and on Aircraft to Passengers with Disabilities."


In order to ensure safety, the passenger shall obtain prior approval for the carriage of oxygen or air cylinders intended for medical purposes, wheelchair batteries, oxygen concentrators, and other medical equipment.

Booking deadlines:

  • no later than 72 hours prior to the scheduled departure: carriage on a stretcher; carriage of oxygen or air cylinders for medical purposes; carriage of oxygen pillows for in-flight life support of a passenger; transportation of medical equipment for the in-flight life support of a passenger;
  • no later than 48 hours prior to the scheduled departure: carriage of portable oxygen concentrators;
  • no later than 36 hours before the scheduled departure: carriage of wheelchairs; carriage of guide dogs; airport escort service.

In accordance with fare applicability rules and taking into account safety requirements, the passenger may submit a request for a seat in the passenger cabin when booking tickets. At check-in, if a seat was not selected when booking, the passenger shall be provided with a seat on board the aircraft in accordance with their request that is available at the time of request. Seats are provided to the passenger and their accompanying person with consideration of safety requirements.

Air tickets can be booked and issued, as well as special services in the "Feedback" and "Personal account" sections of our website by calling our Contact Center at 8-800-250-49-88, or at the airline's sales offices.

Assistance

Passengers who are able to take care of themselves, including to move about by themselves with the help of personal mobility aids and/or with minimal help from other persons, to communicate and understand the instructions and recommendations of crew members can fly unaccompanied.

The presence of an accompanying person providing care for the passenger in flight is mandatory when carrying passengers with both visual and hearing disabilities, legally incompetent passengers, as well as disabled children under the age of twelve.

The presence of an accompanying person is recommended for passengers with mental impairment/intellectual disabilities who have difficulty understanding the instructions of crew members, being aware of their surroundings, controlling their behavior, and who require constant supervision, medical care, and/or assistance using toilet facilities and maintaining hygiene.

Airport Escort service

The airport escort service, including the provision of a wheelchair, is free of charge and is offered as needed, provided that the passenger has provided information on their reduced mobility at the time of the booking.

At the airport of departure, the passenger shall report to the room for passengers with disabilities or to the health center, using (where available) the button to call the room staff to the terminal square for reduced mobility assistance.

The airport escort service is provided at all stages of pre-flight and post-flight service and includes the following:

  • escort and assistance when checking in and handling baggage;
  • assistance at border, customs, sanitary quarantine, veterinary, and phytosanitary quarantine control as stipulated by Russian legislation, and at preflight screening (screening of passengers, their checked baggage, carry-on baggage, and personal effects is expedited);
  • escort and assistance when boarding the aircraft, including, if necessary, using an ambulift for passengers unable to move about independently;
  • priority seating on board the aircraft;
  • disembarkation of passengers using wheelchairs and/or ambulift after all other passengers have disembarked, including escort and assistance when moving carry-on baggage carried by passengers on board the aircraft;
  • personal meeting of passengers by employees of the service organization at the airport of destination;
  • escort and assistance when moving about the terminal building.

Additional options for the carriage of checked baggage and carry-on baggage

Aurora Airlines JSC provides additional options for passengers with disabilities, taking into account their specific disabilities.

The following items used by passengers are carried free of charge in the passenger cabin in excess of the established carry-on baggage allowance:

  • crutches, canes, folding walkers, rollators, removable prosthetic arms and/or legs;
  • folding wheelchairs whose dimensions allow their safe placement in the cabin;
  • oxygen or air cylinders required for medical purposes;
  • portable oxygen concentrators;
  • medical equipment required for the in-flight life support of the passengers.

In addition to the free checked baggage allowance, passengers shall be guaranteed free carriage of their own wheelchair and one more personal mobility aid, such as a wheelchair, wheelchair power attachment, stairclimber, stairlift, etc., in the baggage hold.

Rules for the carriage of wheelchairs and other personal mobility aids

The carriage of the passenger's own wheelchair or other personal mobility aids is subject to prior agreement with the airline.

In accordance with safety requirements, the specific power of lithium-ion batteries shall not exceed 300 W/h. One spare battery not exceeding 300 W/h or two spare batteries not exceeding 160 W/h each shall be accepted for carriage.

The passenger's own wheelchair or personal mobility aids whose dimensions do not allow their safe carriage in the passenger cabin are carried as checked baggage and shall be checked in at the check-in counter (oversized baggage drop-off counter); alternatively, the passenger can use the "Delivery at Aircraft" service: stay in the wheelchair checked in as baggage until boarding the aircraft and the wheelchair will be provided immediately upon disembarking the aircraft after arrival (the service can be ordered when checking in for the flight).

All motorized wheelchairs shall be checked as baggage at the check-in counter (oversized baggage drop-off counter).

Motorized wheelchairs shall be carried according to the safety rules: batteries shall be disconnected, and battery terminals shall be insulated so as to prevent short circuits.

Passengers who use motorized wheelchairs shall carry a battery disconnection tool/kit and packaging for batteries compliant with ICAO Doc 9284 AN/905 Technical Instructions for the Safe Transport of Dangerous Goods by Air. The battery's factory packaging, plastic or cardboard box may be used for this purpose.

At check-in, the wheelchair or other personal mobility aids shall undergo preflight screening (inspection) for the presence of items and/or substances forbidden for air carriage.

Carriage of oxygen for medical purposes

Oxygen-containing equipment for medical purposes, intended for in-flight life support of the passenger, is carried in the passenger cabin, subject to prior approval when booking.

The number of oxygen cylinders is determined by the medical personnel depending on the flight duration and the condition of the disabled passenger.

The gross weight of one oxygen cylinder shall not exceed 5 kg. Carriage of liquid oxygen cylinders is forbidden.

When requesting the carriage of oxygen cylinders, the passenger shall state the number of cylinders, the weight of each cylinder, and the personal details of the accompanying person (if any).

Information on the carriage of oxygen equipment shall be provided to the Airline no later than 72 hours prior to the scheduled departure.

The carriage of oxygen pillows for medical purposes shall be ordered when booking.

Oxygen pillows for medical purposes can be carried by the passenger as a medicinal product, provided the passenger holds a certificate from a medical institution with a seal affixed. The dimensions of the oxygen pillow shall not exceed the limits established for carry-on baggage and shall allow its safe placement under the seat in front or on the baggage shelf during the aircraft's take-off, descent, and landing.

When requesting the carriage of an oxygen pillow, the passenger shall state its dimensions and weight, as well as the personal details of the accompanying person (if any).

Portable aerosol oxygen (oxygen/nitrogen mixture) cans with a breathing mask weighing no more than 150 g may be carried by a passenger as a medical product without prior approval, provided the passenger holds a certificate from a medical institution with a seal affixed.

At check-in, oxygen-containing equipment for the passenger's carriage shall undergo preflight screening (inspection) for the presence of items and substances forbidden for carriage by air with the presentation of supporting documentation (certificate, medical device registration statement, technical certification document, statement of a medical institution with a seal affixed) in accordance with ICAO Doc 9284 AN/905 Technical Instructions for the Safe Transport of Dangerous Goods by Air.

Carriage of medical equipment

Equipment used by medical personnel or accompanying persons for in-flight life support of the passenger, or used by the passenger themselves for life support (if the use conditions of medical equipment allow its independent use) shall be carried subject to prior approval.

The carriage of medical equipment shall be ordered when booking. When applying for the carriage of medical equipment, the passenger shall state the type of equipment, type of used battery (if any), power network requirements for the operation of electric devices, dimensions and weight of the equipment, and personal details of the accompanying person (if any).

The specific power of the lithium-ion battery used in the medical equipment shall not exceed 160 W/h. Lithium content in lithium-metal batteries shall not exceed 8 g.

The terminals of spare batteries shall be insulated so as to prevent short circuits.

When checking in for the flight, the medical devices to be carried as carry-on baggage shall undergo preflight screening (inspection) for the presence of items and substances forbidden for carriage by air with the presentation of supporting documentation (certificate, medical device registration statement, technical certification document, statement of a medical institution with a seal affixed) in accordance with ICAO Doc 9284 AN/905 Technical Instructions for the Safe Transport of Dangerous Goods by Air.

Carriage of portable oxygen concentrators

The carriage of portable oxygen concentrators shall be allowed for passengers who require in-flight oxygen therapy.

The carriage of a portable oxygen concentrator shall be ordered when booking. When submitting a request, the passenger shall state the concentrator model, its dimensions, weight, and battery type.

  • The weight of the oxygen concentrator shall not exceed 10 kg, and its dimensions shall not exceed 55x40x20 cm.
  • The specific power of the lithium-ion battery used in the portable oxygen concentrator shall not exceed 160 W/h.
  • Lithium content in lithium-metal batteries shall not exceed 8 g.

The concentrator shall have sufficient battery power (spare batteries) for the entire flight duration, plus a reserve of half the flight duration. Batteries may not be charged on board. The terminals of spare batteries shall be insulated so as to prevent short circuits.

At check-in, the oxygen concentrator shall undergo preflight screening (inspection) for the presence of items and substances forbidden for carriage by air with the presentation of supporting documentation (certificate, medical device registration statement, technical certification document, statement of a medical institution with a seal affixed) in accordance with ICAO Doc 9284 AN/905 Technical Instructions for the Safe Transport of Dangerous Goods by Air.

Carriage of guide dogs for rehabilitation/habilitation purposes for persons with disabilities

A guide dog for rehabilitation/habilitation purposes for a person with disabilities shall be carried free of charge.

The request for carriage of a guide dog shall be made when booking, no later than 36 hours prior to the scheduled departure.

When applying for carriage, the passenger shall state the breed of the dog and its weight.

A guide dog is carried in the passenger cabin subject to the presence of a collar, a muzzle, a leash, a veterinary passport, and confirmation that the animal is healthy, as well as documents required by the law for the carriage (export/import) of the animal.

Passengers accompanied by a guide dog can only check in at the check-in counter.

In accordance with legal requirements, in order to carry a guide dog, the passenger must present a document confirming their disability and a document confirming the special training of the guide dog at check-in.

In accordance with legal requirements, during the flight, the guide dog shall be placed immediately next to the seat of the passenger it is accompanying and be secured with a leash at the passenger's feet.

The dog shall not interfere with standard service procedures, excrete or otherwise harm the sanitary-hygienic condition of the passenger cabin, be placed on the passenger seat or immediately near the seats of other passengers, in the emergency exit row, in the aisles, or on evacuation routes.

Onboard wheelchair provision

An onboard wheelchair is intended for limited-mobility passengers who are unable to move on their own or have difficulties when moving to allow them to move about the aircraft. The provision of an onboard wheelchair is subject to weight limitations: the weight limit is 120 kg for DHC-8 aircraft, 136 kg for A319 aircraft; the design of the DHC-6 aircraft does not allow for the use of a wheelchair.

An onboard wheelchair shall be offered to an accompanying person to take the passenger to the toilet, as well as to a limited-mobility passenger for going to the toilet and back with the assistance of flight attendants.

An on-board wheelchair is provided free of charge. The service does not need to be pre-ordered.

Carriage of passengers with disabilities on a stretcher

The carriage of a passenger on a stretcher is subject to prior approval, and only carried out in the Economy class. The fee for the carriage of a passenger on a stretcher is charged at the rate of the applicable fare and (for seats occupied when the stretcher is installed) two additional full normal Economy class fares with a validity period of one year.

For stretcher transportation, the passenger's weight shall not exceed 114 kg.

Stretchers are provided by Aurora Airlines; no fee is charged for the provision of a stretcher.

Stretchers cannot be carried on DHC-8 aircraft for technical reasons.

Transportation of passengers with a plaster cast, orthosis, or Ilizarov frame

Passengers with a plaster cast, orthosis, or Ilizarov frame on lower or upper extremities can book tickets if their lower extremity in a plaster cast, orthosis, or Ilizarov frame allows them to be seated in a regular passenger seat.

In case the lower extremity in a plaster cast, orthosis, or Ilizarov frame does not allow the passenger to be seated in a regular seat, or if a specific pose is required in flight to accommodate the extremity, the passenger shall be offered transportation on a stretcher when booking.

At check-in, the passenger shall be assigned the most suitable seat on board the aircraft in accordance with safety requirements.

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