Common Conditions
Passengers have to determine ability of travel on their own in accordance to health conditions. If age, psychic of physical state of passenger could cause health problems or threaten his life during the flight, then transportation of such passenger could be handle only with condition that Nordwind Airlines Ltd is not responsive for any negative consequences happened during the flight.
If the passenger is handicapped or has any disability that limits his/her vital activities or mobility, it is plainly required to inform the Airline while booking a ticket for a plane/ executing an Air Travel Agreement (on the tourist product sale) about the following:
During the booking process it is required to inform in writing on:
- the type of vital limitations that disability imposes;
- the presence of accompanying person or the presence of a guide dog;
- the request to use services of accompanying and assistance at the airport;
- the amount of, size, weight and other characteristics of the individual means for mobility (including the presence and technical characteristics of the battery: type, its capacity/power in Watt-hours).
During booking or online check-in for the Airline's flights, passengers with disabilities may select their seats (excluding emergency exit rows).
At the airport check-in, we consider the needs of passengers with reduced mobility to ensure a comfortable flight experience.
At the request for the electrically driven wheelchair transportation, please indicate the following:
- the dimensions (the measurements of length, width, height when folded or actual dimensions if it is not possible to transport the item in folded form);
- the weight/mass;
- the presence of a battery, its type and capacity/power;
- the presence of the additional batteries, their types and capacity/power;
- the contact phone number, fax, e-mail address.
You can purchase the ticket at:
— nordwindairlines.ru
— air tickets sales office
Airport handling companies provide the following free-of-charge services to passengers with reduced mobility or other physical dysfunctions:
If requested during booking or execution of an air transportation agreement/tourism product purchase agreement.
— escort and assistance in check-in and luggage registration;
— escort and assistance in passage of border, customs, sanitary-quarantine, veterinary, quarantine phytosanitary types of control prescribed by legislation of Russian Federation, as well as during pre-flight inspection;
— escort and assistance during boarding, including usage of medical elevators for disabled persons;
— taking passenger’s seat on board in priority;
— landing using wheelchair or medical elevators and assistance in transportation of passengers’ belongings on board;
— personal meeting of passengers by airport staff members at destination point;
— escort and transporting assistance in the terminal building.
You can make a request for such services not less than 48 hours before flight via e-mail: n4@nordwindairines.ru
If requested at the airport.
— meeting at arrival point and transporting around airport’s site (in case passengers informed about arrival);
— providing of wheelchairs for transporting around airport’s site;
— providing of wheelchairs for disabled persons for temporary use in case of delay of transportation passenger’s wheelchair to the airport of destination or to the transit airport, or in case of loss of the vehicle during transportation;
— assistance in walking of guide dogs.
To enhance the service quality for passengers with disabilities, the Airline maintains ongoing cooperation with airport service providers to share information on scheduled transportation of such passengers.
You may find the information regarding the handling requests and the list of services provided at:
— Sheremetyevo International Airport here or by phone +7 (495) 578 65 65
— Pulkovo Airport (Saint-Petersburg) here or by phone +7 (812) 324 24 00; +7 (812) 337-34-44
— Kazan Airport here or by phone +7(960) 085-34-42
— Sochi International Airport here or by phone +7-988-233-74-32
Age of accompanying person must be 18 years old and up*.
Presence of accompanying person is obligatory for the following:
— transportation of disabled child less than 12 years old;
— transportation of patient on stretchers;
— if passenger is both hearing and vision impaired;
— if passenger requires medical help during the flight including using an oxygen cylinder with gaseous oxygen (only medical worker allowed as accompanier ).
To travel without accompanying passenger have to be able to:
— unfasten seat belt;
— take and put on life vest;
— put on oxygen mask without assistance;
— understand security instructions and perceive information transmitted in all available forms.
Transportation of passenger recognized by court as legally incompetent is carried out by request of parents, adoptive parents or guardians and accompanied by adult passenger who is able to ensure safety of disabled passenger and surrounding people. If during check-in it is determined that accompanier is incompetent and does not have a petition and escort, such a passenger may not be allowed for transportation.
Or smaller age if passenger in accordance with civil legislation of Russian Federation has acquired full legal capacity before he reached 18 years old.
Check-in
You can check-in at:
— check-in counter;
— medical health center of the airport (for passengers in need of medical assistance, as well as for passengers accompanied by medical personnel who need oxygen-air therapy and / or patients on stretchers).
It is recommended to arrive at the airport not less than 2,5 hour before departure time mentioned in schedule.
To receive services ordered during the booking, please inform airport staff one of these ways:
— calling through special telephones at the station square*;
— calling through interactive information desks or special assistance call terminals located at the entrances to the airport*;
— calling the airport information service;
— contacting check-in counter.
*presence and details can be found on the website or at airport information service.
Disabled persons are served without queuing at check-in counter.
Wheelchair with electric drive is registered at check-in desk and transferred to luggage hold at oversized baggage counter. Preparation of wheelchair before delivery to the luggage hold is carried out in accordance with rules of wheelchairs’ carriage. Passenger is delivered on board on provided wheelchair with airport staff assistance.
Passenger using manual wheelchair with manual control can use it till boarding and receive it right after landing.
Crutches, walking stick, folding walkers can be transported in the passenger compartment.
Accompanier taking care of disabled person during the flight check-in with the passenger he accompany. The Carrier takes all reasonable measures in order to allocate next seats on board of an aircraft for the handicapped passengers and other passengers with disabilities and the passengers, who accompany them at flight.
Boarding and landing
Boarding and landing of disabled passengers should be held in advance. Please arrive to landing gate not less than 40 minutes before flight.
Landing of disabled passenger is held after exit of all passengers.
Flight attendants will assist you with accommodation in the cabin, inform about equipment of passenger seat, location and equipment of the toilet room.
Crutches, walking stick, folding walkers can be transported in the passenger compartment close to passenger’s seat.
For your safety, convenience, and accessibility: all our aircraft are equipped with onboard wheelchairs for passengers to use for moving around the cabin during level flight.
Max weight allowance is 250 kg, width between the armrests is 34 cm.
Wheelchairs for passengers with limited mobility used only by flight attendants and only during horizontal flight.
Safety cards detailing emergency equipment and exit locations are available in Braille for blind and visually impaired passengers.
Our cabin crew are available to offer a personal safety briefing upon request.
Our wide-body aircraft feature spacious lavatories with supportive handrails.
Flight attendant will accompany disabled passengers to the toilet and back to the seat if needed, including usage of wheelchair.
Flight attendants cannot provide these services:
— hygienic procedures and personal care;
— lift and carry of passenger;
— feeding and assistance in taking medicines by passenger;
— medical assistance;
— care for the guide dog.
Guide dog shall be placed near disabled passenger’s seat, but cannot take the seat or be near other passengers’ seats, near emergency exits, to cover evacuation routes, should not interfere with implementation of standard maintenance procedures.
Wheelchair is transported without extra charge.
Wheelchair’s transportation request can be made:
— at the point of booking;
— not less than 48 hours before flight time mentioned in schedule.
Please mention in your request:
— wheelchair’s weight
— size if 3 measurements;
— presence and technical characteristics of accumulator;
— your phone number and email address.
Wheelchair with electric drive
Wheelchair with electric drive must be transported in luggage hold.
Transportation is made in accordance to safety conditions:
— accumulator must be off and replaced (exception: wheelchairs with helium-type accumulator batteries);
— battery terminals must be insulated to avoid short circuits.
Passengers using an electrically-driven wheel chair shall have a set of wrenches/tools to disconnect terminal posts of the battery as well as a package for it as per requirements of the ICAO Technical Instructions for the Safe Transport of Dangerous Goods by Air, ICAO DOC 9284 AN/905. As the packaging it is possible to use the manufacturer’s package, plastic or carton box.
Battery terminals shall be disconnected or/and folding the wheelchair shall be made by the accompanying person or an employee of the handling company at the request of the passenger and under his/her supervision.
* In accordance with "Procedure for providing passengers with disabilities and other persons with disabilities in airports and on board" (Order of Ministry of Transport of Russia dated February 15, 2016 No. 24).
Manual drive wheelchair
Passenger who use manual drive wheelchair can left it at check-in counter or use it till boarding. Manual wheelchair must be registered as luggage before boarding and passed to aircraft staff at the entrance to the aircraft.
In case if the check-in is executed without accompanying person, the registration of such items is made at the oversized baggage counter.
Common conditions:
— transportation of such passengers is held with accompanying persons, usually medical staff;
— for transportation of passenger payment of normal triple-size tariff for economy class is charged;
— transportation can be provided only in economy class;
— only 1 patient on stretchers can be accepted for the flight;
— registration of transportation can be made only after request.
Transportation of patient on stretchers can be held only after approval of air company and other airport service companies who take part in transportation of such passenger. Our Airline has extensive experience in transporting stretcher patients.
In connection with limitations of equipment for transportation, patient can be admitted to a stretcher with body weight not more than 136 kg (300 pounds).
Request for transportation of patient on stretchers should be done not less than 72 hours before flight time mentioned in the schedule.
Cylinders with gaseous oxygen or air necessary for medical purposes are transported in the cabin together with the passenger solely by decision of air company under the following conditions:
— patient is transported only with permission of medical institution;
— transportation is carried out in the cabin of the aircraft only accompanied by medical staff;
— oxygen cylinder must have marking and number assigned to this equipment;
— passenger or medical staff must have permission indicating the number of the oxygen cylinder and terms allowing transportation of oxygen equipment in the cabin of aircraft;
— transportation of oxygen cylinders is regulated by the rules of airline in terms of carrying hand luggage;
— it is forbidden to transport oxygen cylinder in the cabin of aircraft in case of patient’s absence;
— control of use of oxygen cylinder should be carried out by medical staff;
— gross weight of each cylinder should not exceed 5 kg.
Passenger with vision impairment can transport guide dog without charge in case of providing documents confirming dog’s qualification and documents confirming passenger’s impairment during check-in.
Request for transportation of a guide dog should be done at the point of ticket’s booking not less than 48 hours before flight time mentioned in the schedule.
Please mention in your request:
— need to be accompanied by a guide dog;
— phone number and email address.
Please find more details about animals’ transportation here
Restrictions due to safety requirements for disabled passengers and persons with disabilities:
— number of passengers with disabilities must not exceed number of healthy passengers on board;
— when transporting groups of passengers, these restrictions may be exceeded with an advance request sent for transportation of more disabled passengers to certain dates and for certain flights.
Air company has the right to limit number of certain categories of passengers with special indications or refuse to transport the following:
— If passenger's health conditions requires special conditions for air transportation or threatens safety of passenger or other persons, as evidenced by medical documents, and creates confusion and unavoidable inconvenience to other persons;
— if passenger requires extra oxygen during the flight.