Passengers with disabilities

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.

Booking and purchase of the ticket

After tickets’ booking disabled passengers have to inform air company not less than 48 hours before the flight about the following:
— any disabilities passenger has;
— presence/absence of accompanying person or guide dog;
— size, weight and other measurements of passenger’s vehicle (including wheelchair’s accumulator characteristics or oxygen concentrator characteristics ) which will be transported.

You can purchase the ticket at:
— air tickets sales office

Services at the airport

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:

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.

You may find the information regarding the handling requests and the list of services provided at:
— Sheremetyevo International Airport here
— Pulkovo Airport (Saint-Petersburg) here
— Simferopol International Airport here
— Sochi International Airport here

Accompanying person conditions

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, boarding and landing

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. Accompanier should be provided adjacent seat.

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.

Services on board

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.

Special wheelchair is available on board. 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.

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 transportation

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 who use wheelchair with electric drive have to* take with them keys set to replace battery terminals and package for accumulator in accordance to Technical Instructions for safe transportation of Dangerous Goods by ICAO Doc 9284 AN / 905. It is allowed to use plastic or carton bag as accumulator package. The battery terminals are disconnected by an accompanying person or service company staff under control of the passenger and at his request.

* 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.

Transportation of patient on stretchers

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.

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).

Transportation of a cylinder with gaseous oxygen

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.

Carriage of a guide dog by passenger with a vision impairment

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

Rules of the Airline

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.