For the Disabled
Requests for the provision of situational assistance at railway stations are accepted by the Centre for the Promotion of Mobility at Russian Railways.
Passengers should call the Centre on telephone 8-800-510-11-11 three days before, but not less than 24 hours prior to service delivery.
At the moment, situational assistance is provided mainly at major railway stations.
The call-centre operator can specify the list of services available.
Services provided at the station when making a request include:
Note: When meeting a passenger who has made a request for assistance, the responsible station officer has the right to deny free assistance in the event of non-compliance with the information and data stated in the request (for example, the absence of obvious external signs of physical limitations, disability symptoms or, in extreme cases, the documents confirming the disability status).
In such cases, the responsible station officer can offer essential services in accordance with the established rates.
Procedure for providing individual passengers with certain types of services at railway stations:
In the event that an automated parking system operates on the station territory and controls and monitors the access of vehicles to its territory, parking services are provided to all categories of users at a charge, except for vehicles of disabled persons in groups I and II carrying disabled persons in groups I and II or disabled children bearing the "Disabled" badge. To obtain the right to free parking in the car parks, drivers of vehicles for the disabled must call the parking controller when entering the car park by pressing the call button located on the parking equipment's entrance stand.
It is necessary to present an identity document and a document confirming the fact of disability (for oneself or the disabled passenger who is transported in the vehicle) or the display of an "INVALID stamp allowed" in the section "Special notes" in the vehicle's registration certificate (for disabled drivers in disability groups I and II).
The absence of properly issued documents confirming the right to free parking in the car park is will lead to the refusal to provide parking services free of charge.
A service for assisting low-mobility passengers to move their hand luggage is provided free of charge for no more than 3 (three) pieces of luggage or a total weight not exceeding 50 kg, the size of which shall not exceed a total of 180 cm for the three dimensions. If it is necessary to move additional places of hand luggage or oversized, heavy luggage, the station staff is entitled to charge a fee, according to the technological process of moving the hand luggage of passengers at the station.
Left luggage services are provided on a general basis to all user categories, including those with disabilities.
From 1 July 2016, the following procedure shall apply to disabled groups I and II under the age of 17 (inclusive) and the persons accompanying them when residing in long-term rest rooms and hotels:
In addition, in cases where there is no other zone with baby-changing facilities at the station, citizens with children up to 1 year of age are provided the possibility of staying in long-term rest rooms and hotels with the possibility of feeding and changing their babies without sleeping accommodation for a period from one hour to three hours free of charge (This service applies to one adult and one or more children in accordance with the passport and the birth certificate(s) of the child(ren).
Bathrooms are available free of charge at railway stations for the following categories of users
Situational assistance at German railway stations
To enquire about the list of services and the procedure for obtaining them at stations in Germany, call Deutsche Bahn AG from Russia on + 8 1049-180-6-512-512 or fill out an online form.
Requests by phone are accepted daily from 6:00 to 22:00 (local time).