PassengersPassenger informationE-tickets refunds using the site

E-tickets refunds using the site

Returning e-tickets, you agree to all the terms and conditions listed below.

As a user of the site, you acknowledge your legal right and competence and financial viability, and are also aware of the responsibility for the obligations imposed on you as a result of concluding this offer.

Users returning unused e-tickets online are acting on behalf of all the passengers on the booking. As such, all passengers on the booking are considered to be aware of the terms and conditions covering trip cancellation.

Refunds can be made both for a complete order, and a specific e-ticket on an order.

Attention! After receiving the boarding pass on a ticket form at the ticket office or self-service terminal return e-ticket is not possible online.

Refunds for the order as a whole are made for all e-tickets on the order, with the exception of e-tickets for which boarding passes (tickets) were issued at the ticket office or by a self-service terminal.

If you have not used the electronic registration service, returning of unused e-tickets on train:

  • on domestic routes on the territory of the Russian Federation and international services to/from CIS countries, the Republic of Estonia, the Republic of Latvia, the Republic of Lithuania and the Republic of Abkhazia - made at any time before train departure from the station where the passenger was to have boarded the train (time is specified in the control coupon of the electronic ticket);
  • international services (non-CIS countries) - no later than 6 hours before the train's departure from the station where the passenger was to have boarded the train (time is specified in the control coupon of the electronic ticket).

If you have used the electronic registration service, returning of unused e-tickets on train:

  • on domestic routes on the territory of the Russian Federation and international services to/from CIS countries, the Republic of Estonia, the Republic of Latvia, the Republic of Lithuania and the Republic of Abkhazia made no later than 1 hour before the train's departure from the train's starting station (time is specified in the control coupon of the electronic ticket);
  • international services (non-CIS countries) made no later than 1 hour before the train's departure from the train's starting station and no later than 6 before train’s departure from the station where the passenger was to have boarded the train (time is specified in the control coupon of the electronic ticket).

Returning e-tickets on domestic routes trains on the territory of the Russian Federation and international services with CIS countries, Latvia, Lithuania, Estonia and Abkhazia.

When returning online unused e-tickets booked in the Russian Federation operated by Russia, refunds are credited to bank cards:

  • no later than 8 hours before train’s departure from the station where the passenger was to have boarded the train - the fare, consisting of the ticket price and the cost of the reserved place;
  • less then 8 hours, but no later than 2 hours before train’s departure from the station where the passenger was to have boarded the train - the cost of the ticket and 50% of the cost of the reserved place;
  • less then 2 hours and until train’s departure from the station where the passenger was to have boarded the train – the cost of the ticket. The cost of the reserved place is not refundable.

When returning online unused e-tickets for international services with CIS countries, the Republic of Latvia, the Republic of Lithuania, the Republic of Estonia and the Republic of Abkhazia, refunds are credited to bank cards:

  • no later than 24 hours before the train's departure from the station where the passenger was to have boarded the train - the fare, consisting of the ticket price and the cost of the reserved place;
  • less than 24 hours, but no later than 6 hours before the train's departure from the station where the passenger was to have boarded the train - the cost of the ticket and 50% of the cost of the reserved place;
  • less than 6 hours and until train’s departure from the station where the passenger was to have boarded the train – the cost of the ticket. The cost of the reserved place is not refundable.

The cost of services (including bed linen) is refunded in full.

When returning unused e-tickets issued on domestic routes on the territory of the Russian Federation and international services to/from CIS countries, the Republic of Estonia, the Republic of Latvia, the Republic of Lithuania and the Republic of Abkhazia, the cost of services (including bed linen) is refunded in full, but a fee of 192.70 roubles is charged. (For each place).

Returning e-tickets for travel on international routes (non-CIS countries)

When returning online unused e-tickets for travel on international routes (non-CIS countries), refunds are credited to passengers' bank cards:

  • no later than 6 hours before the train's departure from the station where the passenger was to have boarded the train - the fare, consisting of the ticket price and the cost of the reserved place.

When returning e-tickets a charge of 10 euros is made (for each place). The charge is made in Russian roubles at the exchange rate on the day of the refund.

When returning unused e-tickets issued free of charge to children up to 5 years of age without occupying a separate place, no fee is deducted from the refund.

Refunds for unused e-tickets are credited to the bank card used to make the payment for the e-ticket in the period established by the rules governing the relevant payment systems (from 7 to 30 calendar days from the time the passenger requests a refund on her personal account).

WARNING! To settle claims for returned unused e-tickets which have not been credited to their bank card, passengers should send a claim in writing to the bank which issued their card.

Return of unused e-tickets under non-refundable tariffs

Refunds for unused or electronic tickets purchased at a non-refundable fare are not possible, except for:

  • cases of a passenger’s sudden illness, or of a family member travelling together with a passenger (spouse, parent (adoptive parent), or a child (adopted), the death of a family member (spouse, parent (adoptive parent), or a child (adopted), or an injury to a passenger as a result of an accident as confirmed by the relevant documents. In the event of such cases, the passenger has the right to a refund of the ticket cost minus the cost of the reserved seat, fee for services (if available on board the train) and other payments (except for the fee for reserving seats/berths on long-distance journeys) on returning the unused tickets to the ticket office of the railway station at which the passenger should have boarded no later than 5 days from the departure time of the train for which the ticket was purchased. The carrier also charges the passenger a fee for processing the refund of unused tickets;
  • cases of train departure cancellations or delays, or of a failure to provide a passenger with the seat/berth specified on such a ticket. In the event of such cases, on returning the unused ticket the passenger is entitled to a refund of the full fare (the ticket cost and the cost of the seat reservation), fees, service charges (if any) and other payments without any fee deduction for issuing a refund for an unused ticket.