MOBILITY ASSISTANCE CENTRE – CONTACT DETAILS
- 8 (800) 775-00-00, free in Russia.
- +7 (499) 605-20-00 worldwide, payment in accordance with the tariffs of your service provider.
- e-mail: info@rzd.ru
Information on the availability of railway station complexes can be found in the section "Map of railway stations availability".
Upon applications for support, escort and assistance at stations and stops made to the Mobility Assistance Centre at Russian Railways (contacts and conditions for making applications), passengers with limited mobility are provided with the following services free of charge:
- organising a meeting on the territory of the facility. If the application indicates the need to agree on the time and place of the meeting, Company employees will contact the passenger at least 2 hours before the train departure, at least 40 minutes before its arrival;
- supporting the passenger to/from the train and her vehicle at the railway station and its main areas (ticket offices, waiting rooms, left luggage facilities, first-aid stations and other sanitary and maintenance facilities, passenger platforms);
- assistance when receiving the services provided at the train station (tickets and use of left luggage facilities etc.);
- provision of a place at the station for temporary stay of the passenger for the period of waiting for the vehicle;
- the provision of wheelchairs, assistive technology for movement;
- assistance in moving carry-on baggage whose total measurement of the three sides should not exceed 180 cm, free of charge for passengers with low mobility:
- сtravelling in open, reserved and compartment carriages – no more than 2 pieces of hand baggage with a total weight of not more than 36 kg.
- following in sleeper and Lux carriages – no more than 3 pieces of hand luggage with a total weight not exceeding 50 kg.
- assisting in the movement of the visually impaired when walking a guide dog with a document confirming that the dog has undergone special training;
- providing assistance to passengers when boarding their carriage and disembarking;
- passengers are recommended to board suburban trains from the first carriage in the direction of the train’s travel.
In order to improve the service quality, video and audio recordings are made during the provision of the service.
NOTE: RAILWAY STAFF WHO PROVIDE SUPPORT SERVICES AND ASSISTANCE FOR PEOPLE WITH LIMITED MOBILITY ARE NOT MEDICAL PROFESSIONALS.
If the wheelchair or other technical means of transportation is the applicant’s property, the applicant is responsible for its serviceability and safety when using it in the provision of services.
Employees have the right to refuse to provide escort and assistance services to a passenger with limited mobility in the following cases:
- on passenger’s refusal to produce a document confirming the disability or documents from a medical institution in the absence of visible signs which limit the passenger’s physical abilities;
- if s/he violates public order and interferes with the peace and quiet of other passengers.
When accompanying and rendering assistance to passengers with limited mobility, employees must not:
- remain at the passenger’s side when waiting for or travelling in a train, or when waiting for a wheelchair or other means of transportation at the station;
- unpack or store the personal belongings of passengers or accept money to transfer items (for example, as payment for a service rendered). If possible, passengers may be escorted to the ticket office, left-luggage office, etc.;
- assist in the care of the passenger and in the conduct of medical procedures (eating, performing sanitary and hygienic procedures, changing clothes, taking medication, wound treatment, bandages, compresses, etc.).
PROCEDURE FOR PROVIDING CERTAIN TYPES OF SERVICES TO PASSENGERS WITH LIMITED MOBILITY AT STATIONS
If there is free (unregulated) parking at the station territory, the parking of vehicles is carried out by users without hindrance, based on availability.
If the station territory has an automated Parking system that provides control over the access of vehicles to its territory, Parking services are provided free of charge for vehicles with an established identification mark "Disabled", managed by persons with disabilities I, II, III groups and carrying such disabled and (or) children with disabilities. Information about these vehicles must be entered in the Federal Register of Disabled Persons.
You must have with you and at the request of the parking attendant, present:
- an identity document;
- a document confirming the fact of disability (for oneself or the disabled passenger who is transported in the vehicle).
For the period of waiting for the vehicle at the stations, passengers with limited mobility can use the designated rest areas in the common waiting rooms, as well as specialized rest areas for passengers with limited mobility.
Free use of specialized recreation areas for passengers with limited mobility (if available at the station) can be:
- passengers with Category I and Category II disabilities, including those with long-term visual, hearing and mobility impairments;
- passengers with temporary physical impairments, long-term visual impairments, on stretchers, in wheelchairs, or using crutches, walking aids or other means of getting around;
- children with disabilities;
- passengers travelling with children under the age of 3;
- persons accompanying passengers with disabilities (a maximum of two people per passengers with limited mobility or child).
Use of the general waiting halls is free for all visitors to the station.
For children with disabilities and their accompanying persons, a discount on the services of long-term recreation rooms and mother-and-child rooms is provided:
- accommodation of children with disabilities and one accompanying person in the long-term recreation rooms and mother-and-child rooms without the provision of a bed – free of charge for a period of up to 3 hours from the time of placement;
- accommodation of children with disabilities in the long-term recreation rooms and mother-and-child rooms with the provision of a bed – free of charge for a period of up to one calendar day from the moment of arrival;
- accommodation of one person accompanying a disabled child in the long-term recreation rooms and mother-and-child rooms with the provision of a bed – a discount of 50% of the established tariff for a period of up to one calendar day from the moment of arrival. Accommodation of other accompanying persons is at the standard rate.
Discounts on accommodation are based on the presentation of documents confirming the child’s status as a "Disabled Child" (Certificate of Disability in the established form).
Discounts on accommodation do not apply to hotels, hostels, rented.
Passengers with children up to 1 year of age can stay in the long-term recreation rooms and mother-and-child rooms without a bed but with the possibility of feeding and changing clothes for up to 3 hours free of charge if there is no other area at the station for changing nappies etc. The service is for one adult and one or more children with the passport and birth certificate of the child(ren).
Left luggage services are provided for a fee on a general basis to all categories of passengers, including those with disabilities.
The right to use sanitary rooms (toilets) at stations is provided free of charge to all categories of passengers, including those with disabilities.
SITUATIONAL ASSISTANCE AT THE MOSCOW CENTRAL RING AND MOSCOW CENTRAL DIAMETER FACILITIES
Escort and assistance services for passengers with limited mobility at Moscow Central Ring (MCR) and Moscow Central Diameter (MCD) facilities are provided upon a request submitted to the Passenger Mobility Centre of the Moscow Underground. Details of the rules governing the provision of services can be found in the "Services" section and the sub-section "About the Mobility Centre" on the mosmetro.ru website.
In the case of electric trains, we recommend boarding the first carriage in the direction of travel, designed for the carriage of passengers from among the disabled, so that the train staff will be able to ensure your safe boarding.
SITUATIONAL ASSISTANCE AT STATIONS IN BELARUSIA
Passengers can apply for assistance at the stations of Belarusian Railways by calling +375 (222) 39-25-47, sending an email to brail@rw.by or using instant messengers such as Viber, WhatsApp, Telegram and Facebook. The hearing impaired can make video calls using Skype.
Passengers with limited mobility can find more information about the list of available services and the procedure for applying on the website www.pass.rw.by.