Assistance to victims in Crocus: up-to-date information (the post is updated)

Assistance to victims in Crocus: up-to-date information (the post is updated)

Our sincere support to all those who suffered as a result of the tragedy on Friday, March 22 in Moscow. In this post, we share information about assistance measures from and we tell you how the carriers changed the rules for the exchange and return of railway and air tickets. 

The publication was updated on March 27, 2024.

Accommodation in Moscow for 3 nights

The team He wants to help with accommodation for relatives of the dead and injured who need to come to Moscow in the coming days — we will pay for a room in a Moscow hotel for three nights.

How to get help: 

  • Contact us by phone 8 (800) 775-65-25 and +7 (499) 215-65-25 or in the bot @ostrovok_ru_bot.
  • Provide a copy of the document certifying the relationship (for example, a birth or marriage certificate).

To help the largest number of people, we are ready to offer accommodation options for no more than two relatives of each victim, please be understanding. 

Free exchange and refund

If you need help with booking in Moscow and the Moscow region, issued on Please contact us by phone at 8 (800) 775-65-25 and +7 (499) 215-65-25 or in the bot @ostrovok_ru_bot.

Other important contacts

The hotline of the Ministry of Emergency Situations of Russia, opened in connection with the terrorist attack for information support and psychological assistance: 8 (800) 775-17-17.

Rules for the exchange and return of carriers

  • Aeroflot offers ticket renewal or a full refund to all those who are forced to cancel their departure between 20:00 on March 22 and March 25 including because of the tragedy. 
  • Ural Airlines issues a full refund to passengers who bought tickets for flights from 20:00 on March 22 to March 25 inclusive. 
  • S7 changes tickets for free from March 22 to March 25, and also refunds money for them in case of cancellation. Victims and their relatives can also take advantage of free flights from/to Moscow. 
  • Izhavia conducts free exchange and refund of tickets on the Moscow route from March 22 to March 25. 
  • Pobeda will refund the full cost of transportation from March 22 to March 25 inclusive. 
  • From March 22 to 24 inclusive, Smartavia exchanged tickets for the next three days while maintaining the route or issued a full forced refund. 
  • Utair is ready to refund the full cost of transportation or exchange a ticket for another date — for passengers with a departure date from March 22 to March 25 inclusive. 
  • Aeroexpress refunds the money for tickets to all passengers whose trips did not take place due to the tragedy. 
  • Russian Railways cancels additional fees for ticket refunds for all fares, including non-refundable ones, until March 26 inclusive. 
  • Grand Service Express cancels fees and deductions for the return and reissue of travel documents for all passengers up to and including March 26. 

Free tickets for relatives of the victims

Also, Russian airlines and railway carriers are ready to provide free tickets to/from Moscow to victims of the terrorist attack, as well as their relatives, at their own expense.

  • Aeroflot will issue free tickets to the victims and their relatives to/from Moscow for flights under the SU code throughout the route network in accordance with the lists of the Ministry of Health. To register, you need to call +7 (495) 664-00-00.
  • Ural Airlines will transport the victims themselves, their relatives and loved ones for free. For registration: 8 (800) 700-91-60.
  • Smartavia will transport victims and their loved ones to/from Moscow free of charge. Phone number for registration: +7 495 970 00 55 You can also contact via the Smartavia social network.
  • Nordwind will provide free flights to/from Moscow to the victims and their close relatives. For registration, you need to contact the contact center with the provision of documents.
  • S7 will transport the victims, their relatives and loved ones at its own expense, for registration: 8 (800) 234-77-27.
  • Aeroexpress will compensate the cost of travel by trains and express buses to the relatives of the dead and injured until the end of the investigative actions. To compensate for travel, you must fill out the feedback form on the official website or in the Aeroexpress mobile application and contact the hotline at 8 (800) 700-33-77.

Operation of airports and train stations

The Federal Air Transport Agency announced that security measures have been strengthened at Domodedovo, Sheremetyevo, Vnukovo and Zhukovsky airports. Passengers are asked to arrive in advance. Russian Railways also reported on the strengthening of security.

If you have a trip planned for the next few days, please arrive at the airport or train station in advance.

The team stays in touch for all our users. Take care of yourself and your loved ones.

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