The Mobility Assistance Centre at Russian Railways can be contacted at 8-800-510-11-11 and email@example.com.
The Centre operates 24 hours a day, 7 days a week and
- provides information about the services Russian Railways offers to passengers with disabilities;
- accepts applications for escorting passengers with disabilities of the musculoskeletal system, hearing and vision and rendering them assistance at railway stations;
- reserves seats and berths for disabled people on long-distance and high-speed trains;
- registers disabled people in wheelchairs so that they can purchase electronic tickets for seats and places for people with disabilities on long-distance and high-speed trains via the Russian Railways website;
- accepts applications for the inclusion of a carriage with seats for disabled persons in passenger trains.
In the absence of a carriage with places for the disabled on the train, such a carriage can be included in the train after the passenger submits such a request through the Russian Railways' Mobility Assistance Centre at 8-800-510-11-11, via the electronic address firstname.lastname@example.org or the ticket office.
It is recommended that requests are submitted before tickets go on sale 60 days prior to the train's departure. Requests submitted after tickets go on sale, including if seats in the specified compartment have already been sold, are also considered, but in this case, the possibility of making a positive decision is substantially reduced. Requests are processed in no more than 5 working days when submitted before tickets go on sale and no more than 10 working days after ticket sales have begun.
As part of the Centre's development, it is planned to provide services to suburban railway passengers by involvement in the work of the suburban passenger companies, which act as the regional carriers.
Russian Railways will be grateful to passengers for their proposals on improving the work of the Mobility Assistance Centre.
In order to improve the quality of services provided to passengers, from 1 January 2016 a written certificate with the fare and the routes is provided to disabled passengers and accompanying persons free of charge fee upon presentation of the relevant documents.
The chat-bot RzdOnlineBot is now operational in the Telegram application in order to provide information services to passengers with impaired hearing and communication difficulties.
A channel is available if the application has been installed.