For the Disabled

Помощь на вокзалах для инвалидов

Requests for the provision of situational assistance at railway stations are accepted by the Centre for the Promotion of Mobility at Russian Railways.

Services provided at the station when making a request include:

  • meeting passengers with limited mobility at the railway station;
  • 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.);
  • providing a seat at the train station for a temporary stay while the passenger for her train or 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:

- travelling 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 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;
  • assistance with boarding and leaving long-distance trains.

Note: Railway staff who provide support services and assistance for people with limited mobility are not medical professionals.

Employees have the right to refuse the provision of escort services and assistance to a low-mobility passenger 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 provision of care and medical assistance to the passenger (eating, sanitary and hygiene, changing clothes, taking medicines, treating injuries, applying dressings, heat packs, etc.).

Procedure for providing individual passengers with certain types of services at railway stations:

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).