Passenger information

Our website enables passengers to register and pay for e-tickets for an individual using his bank card.

By purchasing e-tickets on our site, 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.

If the user does not accept the terms and conditions of this offer, s/he is not allowed to register and pay for e-tickets.

This offer contains all the essential terms and conditions covering the sale of e-tickets and boarding and travelling on the trains.

Please pay particular attention to these terms and conditions!

After paying for your e-ticket, an e-ticket control coupon is generated.

The control coupon is a document of strict accountability, but it is not valid for boarding the train.

To travel on the train:

If you have completed electronic registration for domestic and international train routes (non-CIS countries), you can board your carriage by showing the carriage's conductor your e-ticket (boarding pass), either as a print out on A4 paper or on your mobile device's display and the passenger identity document shown on the electronic ticket

If you have completed electronic registration for train services between Russia and Latvia, between Russia and Belarus and between Russia and Ukraine, you can board your carriage by showing the carriage's conductor the passenger identity document given when you purchased the electronic ticket. It is recommended that on boarding the train, you have with you a print out of your e-ticket (boarding pass).

  • either obtain your boarding pass on a ticket form at a ticket office or at a self-service terminal on the territory of Russian Federation. Shedule of ticket offices can be found in the section "Ticket office".

The boarding pass for travelling on international routes (non-CIS countries) also serves as the ticket, which is available only from international ticket offices on the territory of the Russian Federation, and at the self-service terminals for services between Russia and Finland.

Refund of unused e-ticket is made:

  • using your personal account on the site;
  • in ticket office on the territory of the Russian Federation involves returning the tickets and presenting the control coupon or the number of the e-ticket/order and the identity document whose number is shown on the electronic ticket, within the deadlines set for their return. Unused e-tickets for international services (non-CIS countries) can only be returned to international ticket offices.

Our website does not provide for:

  • making seat reservations without at the same time also paying the fare by credit card;
  • booking cashless and concessional tickets.;
  • booking e-tickets free of charge for children up to 5 years of age without occupying a separate place accompanied by adults from stations on the territory of Ukraine;
  • rebooking e-tickets;
  • booking e-tickets on trains to (from) Kaliningrad region transiting through the territory of the Republic of Lithuania;
  • booking e-tickets on international routes with non-CIS countries (except for trains No.17/18 Moscow-Nice-Moscow; No.23/24 Moscow-Paris-Moscow; No.69/70 Saratov-Berlin-Saratov, including the direct carriages: Novosibirsk-Berlin, Chelyabinsk - Berlin, Adler - Berlin, St. Petersburg - Berlin; Np.32 Moscow - Helsinki and Allegro high-speed trains);
  • registration of the pet carrier and luggage.

1. Rules for Ordering Tickets online

2. E-ticket particulars

3. Entering passenger data

4. The location of the upper and lower seats in carriages of standard type

5. Schemes of international carriages (for Europe routes, except Finland)

6. Paying for e-ticket

7. Obtaining your e-ticket

7.1. Electronic registration of e-ticket

7.2. Obtaining a boarding pass on a ticket

8. Booking places for children

9. International services (CIS countries, the Republic of Latvia, the Republic of Lithuania, the Republic of Estonia, the Republic of Abkhazia and foreign countries)

10. Boarding the train

11. Refunds on unused e-tickets

11.1. Refunds on unused e-tickets on the site

11.2. Returning unused e-tickets to a ticket office

12. Mobile e-ticket booking service

1. Rules for Ordering Tickets online

Registration of e-tickets on the site can be made no later than 1 hour before the train's departure from passenger boarding stations.

Train e-tickets are sold as follows:

  • for domestic services on the territory of the Russian Federation (operated by Russian Railways, the Federal Passenger Company, Sakhalin Passenger Company OJSC, Grand Service Express CJSC, Tverskoi Express Ltd.) except for the trains to (from) Kaliningrad region which transit the Republic of Lithuania;
  • on international routes to CIS countries (Azerbaijan, Kazakhstan, the Kyrgyz Republic, the Republic of Belarus, Ukraine, Tajikistan, Turkmenistan, Uzbekistan, Moldova), the Republic of Latvia, the Republic of Lithuania, the Republic of Estonia and the Republic of Abkhazia;
  • on international routes (to non-CIS countries) on trains: No.17/18 Moscow-Nice-Moscow, No.23/24 Moscow-Paris-Moscow, No.69/70 Saratov-Berlin-Saratov, including the direct carriages: Novosibirsk-Berlin, Chelyabinsk - Berlin, Adler - Berlin, St. Petersburg - Berlin; No.32 Moscow-Helsinki and high-speed train Allegro.

Before ordering your e-ticket purchase, you must either undergo authentication on the site or set up an account. You should remember your personal password in order to view information about your order.

When placing a ticket purchase order, details of the proposed journey and each passenger must be entered in the relevant boxes. The person making the order bears full responsibility for ensuring that the travel details and personal data of each passenger are entered correctly.

Subject to availability, e-tickets can be obtained using the Express system:

  • no earlier than 45 days * and up to train departure from the starting points of trains operated by Abkhazia and Tajikistan (ticket sales start at 8:00 Moscow time);
  • no earlier than 45 days * and up to train departure from the starting points of trains operated by Kazakhstan and Kyrgyzstan (ticket sales start at 6:00 Moscow time);
  • no earlier than 45 days * and up to train departure from the starting points of trains operated by Ukraine, Belarus, Estonia, Latvia, Lithuania, Moldova and Uzbekistan (ticket sales start at 9:00 Moscow time);
  • no earlier than 45 days * and up to train departure from the starting points of trains operated by Ukraine, Belarus, Estonia, Latvia, Lithuania and Moldova (after Europe moves to winter time, ticket sales will begin at 10:00 Moscow time);
  • from 3 days and up to train departure from an intermediate station (unless otherwise provided by the carrier).
  • no earlier than 60 days * and up to train departure on international routes (non-CIS countries). Ticket sales start at 8:00 Moscow time.

* During the period when the timetable changes, the commencement of ticket sales may change (the last weekend in May and the first ten days of December).

Electronic tickets are issued at adult and child's fares and also free of charge to children not occupying a separate place at the ages specified in Section 6.

One order can be issued no more than 4 e-ticket showing the personal data of 4 passengers.

In order to avoid misunderstandings and arriving late for trains, it is recommended that when placing orders for journeys involving changes, passengers should select an interval of not less than 3 hours between train arrival and departure times.

Placing orders and obtaining tickets cannot be done when the Express system is down for technological reasons between 3:30 and 4:00 Moscow time.

2. E-ticket particulars

Seats and berths in different types of carriages must be booked on different orders, including an indication of male and female places in compartment and sleeper carriages (if applicable to that carriage). Only one option - male, female or mixed - can be specified on one order. To avoid conflicts on the train, passengers must make their choice of places in the compartment which corresponds to the sex of the passenger ("male" or "female").

When placing an order for a VIP carriage (with the "soft" category service class of "1A", "1M" or "1H"), the ticket issued includes payment for the whole compartment, in which one or two passengers can travel. If two passengers travel in one compartment, the personal details of each passenger must be specified on the ticket.

Payment for a whole compartment in a VIP carriage on trains Nos. 17/18 Moscow-Nice-Moscow, 23/24 Moscow-Paris-Moscow ("soft" category with service class "1G") is not required

When placing an order for travel in compartment, sleeper and VIP carriages owned by the Federal Passenger Company (including Trans Class Service carriages), Grand Service Express CJSC, Tverskoi Express Ltd. and the Sakhalin Passenger Company OJSC, the e-ticket fare includes a charge for the use of a set of bed linen. When placing an order for travel in second-class carriages owned by the Federal Passenger Company, passengers may find it more convenient to pay for the use of the bed linen when paying for their ticket. Passengers can however pay the carriage conductor on board the train for the use their bed linen.

Fares on international services to/from:

  • CIS countries, the Republic of Estonia, the Republic of Latvia, the Republic of Lithuania and the Republic of Abkhazia are set in Swiss francs;
  • European countries (non-CIS countries) are set in euros.

The fare is paid in roubles on the site at the official exchange rate set by the Central Bank of the Russian Federation on the day you book your e-ticket.

Passengers receive information about the owner of the carriage when they select their carriage.

In the case of trains departing from Ukraine, fares are not yet determined when the passenger is obtaining information about the availability of places. The fare only becomes accessible just before the passenger pays for the e-ticket.

3. Entering passenger data

Please fill in carefully the details of all the passengers on the order. Check once again that the typed information is correct before beginning the payment procedure.

Input format for numbers on the new design of Russian passports (ПН):

  • Series: four digits; number: six digits. The number of spaces is not important.

Input format for numbers USSR Passport forms (ПС):

  • Series: Roman numerals (using the Latin alphabet), two letters of the Cyrillic alphabet; number: six digits. Number of dashes and spaces are not important.

Input format for numbers of Foreign travel passport (ЗП):

  • Number: nine digits.

Input format for numbers of Russian Birth Certificate (СР):

  • Series: Roman numerals (in the Latin alphabet), two letters of the Cyrillic alphabet; number: six digits. Number of dashes and spaces are not important.

When entering the number of the identity document, the symbol "№" [No.] is not given.

Information on passports or birth certificates issued to foreign nationals must be entered indicating the type of document - a foreign document (ЗЗ).

The passenger's personal data must comply with the data specified in her identity document. If your personal data in the document are in two versions (Russian and the Latin alphabet), when filling in orders information must be entered in Russian when travelling on domestic Russian routes and services to/from CIS countries, the Republic of Estonia, the Republic of Latvia, the Republic of Lithuania and the Republic of Abkhazia. Information should be entered using the Latin alphabet when ordering tickets on long-distance international routes.

In the event of an error in the personal data of the passengers or their identity documents, you must enter the corrected information before making your payment.

The person making the order bears full responsibility for entering the correct travel details and personal data of each passenger.

Please note that, in the event of an error while entering the number of an identity document or other personal data, the passenger will not be able to obtain her ticket at the ticket office and will not be allowed to board the train.

4. The location of the upper and lower seats in standard type carriages

Type of car

Number of compartment

Seat numbers
upper / lower

Number of side seats
upper / lower

Л (Sleeping cars)
2-seater compartment
with couchettes

1 (near conductor)

1, 2 / -


2

3, 4 / -

3

5, 6 / -

4

7, 8 / -

5

9, 10 / -

6

11, 12 / -

7

13, 14 / -

8

15, 16 / -

9

17, 18 / -

К (compartment carriage)
4-seater compartment
with couchettes

1 (near conductor)

1, 3 / 2, 4


2

5, 7 / 6, 8

3

9, 11 / 10, 12

4

13, 15 / 14, 16

5

17, 19 / 18, 20

6

21, 23 / 22, 24

7

25, 27 / 26, 28

8

29, 31 / 30, 32

9

33, 35 / 34, 36

10

37, 39 / 38, 40

П (Open carriage)
open-plan carriage with couchettes

1 (near conductor)

1, 3 / 2, 4

53 / 54

2

5, 7 / 6, 8

51 / 52

3

9, 11 / 10, 12

49 / 50

4

13, 15 / 14, 16

47 / 48

5

17, 19 / 18, 20

45 / 46

6

21, 23 / 22, 24

43 / 44

7

25, 27 / 26, 28

41 / 42

8

29, 31 / 30, 32

39 / 40

9

33, 35 / 34, 36

37 / 38

5. Schemes of international carriages (routes to Europe except Finland)

RIC Luxury carriages, "1Б 1/2"



IV

III

II

I


Number of berths

household block

Bar

26

25

16

15

service compartment of conductor

22

21

12

11

side passage

RIC 1 class carriages, "1Л 1/2"

XI

X

IX

VIII

VII

VI

V

IV

III

II

I


Number of berths

Shower

56

55

46

45

36

35

26

25

16

15

service compartment of conductor

52

51

42

41

32

31

22

21

12

11

side passage

RIC 2 class carriages, "М 2/3"

XI

X

IX

VIII

VII

VI

V

IV

III

II

I


Number of berths

65

63

61

56

54

52

55

53

51

46

44

42

45

43

41

36

34

32

35

33

31

26

24

22

25

23

21

16

14

12

15

13

11

compartment of conductor

side passage

6. Payment of e-tickets

Paying for the ticket order can be made only with Visa, Visa Electron, MasterCard, Maestro international payment systems Visa International, MasterCard International. Payment by credit card is made after order verification and confirmation by routing to the payment gateway of TransCreditBank. It will take you 10 minutes to make the order payment and enter your credit card details. If you exceed this set time, your order will be cancelled.

When paying for the order, the following credit card details must be entered: first name and surname of the bank card holder, the card number, card expiry date and the card's three-digit code (CVV2 or CVC2). For details of online payments using your credit card, or reasons why your payment has been rejected, please contact your bank's support service.

The security of the payment procedure is ensured by SSL, a protocol for encrypting traffic sent over the Internet.

Features of payment by Visa Electron and Maestro:

Make sure that your card has the CVV2 (CVC2) code on the reverse side of the card.

For the Attention of cardholders issued by foreign banks! In accordance with the requirements of international payment systems, in order to improve security when making payments, 3D Secure/Secure Code technology is used, which is a special technology for making secure payments on the Internet. If your bank does not have the appropriate certificate for using this technology, you may not be able to make your payment. If this occurs, please contact customer support at the bank that issued your card.

In accordance with the requirements of 3D Secure/Secure Codе technology, when paying for the order, the bank which issued the card may require the cardholder to pass undergo additional identification. The need for additional identification and how it is obtained are determined solely by the issuing bank. For more information about the identification procedure, card holders should contact customer support at the bank that issued the card.

For more information contact the support service at TransCreditBank by calling + 7 (495) 500-30-03 or send an e-mail ticket@bnk.ru.

If for some reason you have not received an order number, an e-ticket or a confirmation that your order has been accepted, go to "My Orders" before making a repeat order and ensure that the order was in fact not processed.

In the event of a dispute about debiting funds when paying for e-tickets, passengers should send an email to ticket@bnk.ru, keep a copy of this correspondence, and contact the bank which issued their card.

7. Obtaining your e-ticket

After paying for your e-ticket, an e-ticket control coupon is generated which lists the number of your order (14 digits) and e-ticket (14 digits). If there is just one ticket on your order, the numbers on the order and e-ticket match. If the order is for 2-4 passengers, the numbers on the order and e-ticket match for the first passenger on the order.

Be sure to print control coupon e-ticket or remember the order number / e-ticket.

In accordance with Decree No.322 issued by the Ministry of Transport of the Russian Federation dated 21.08.2012, the control coupon is a document of strict accountability and is used for making payments using bank cards without using cash register equipment.

E-ticket control coupons without a boarding pass are not valid as tickets. In order to receive your boarding pass, undertake electronic registration on the site or obtain a boarding pass on the ticket form at a ticket office or self-service terminal on the territory of Russian Federation.

Users ordering e-tickets 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 boarding and travelling on the train.

7.1 Electronic registration of e-ticket

Electronic registration represents the passenger's agreement to travel on the train on the basis of the contract of carriage, which is confirmed by the e-ticket. When registering online, a boarding pass is always issued with the e-ticket's control coupon.

Electronic registration of e-ticket is possible for:

  • trains numbered 001 to 899 operating on the territory of the Russian Federation and stations on the Petropavlovsk branch of South Urals Railways;
  • on trains between Russia and Latvia;
  • on train №32 "Leo Tolstoy" Moscow - Helsinki;
  • on trains №151, 153, 155, 157 St. Petersburg - Helsinki "Allegro";
  • on trains №17/18 Moscow - Nice - Moscow;
  • on trains №23/24 Moscow - Paris - Moscow;
  • on train services between the Republic of Belarus and the Russian Federation: №2/1 Minsk - Moscow; №4/3 Minsk - Moscow; №7/8 Moscow - Brest; №11/12 Moscow - Minsk; №17/18 Moscow - Nice, trailer carriages Moscow - Brest; №23/24 Moscow - Paris, trailer carriages Moscow - Brest; №35/36 St. Petersburg - Brest; №39/40 Polotsk - Moscow (except trailer carriages Smolensk - Moscow); №52/51 Minsk-St. Petersburg, including the trailer carriage Pskov-Minsk; №56/55 Gomel - Moscow, including the trailer groups of carriages Soligorsk - Moscow and Mogilev - Moscow; №78/77 Grodno-Moscow; №113/114 Novosibirsk - Brest, including trailer carriages Omsk - Brest (with the exception of the Brest - Surgut direct train); №509/510 Moscow - Brest; №515/516 Moscow-Brest; №537/538 Moscow-Brest; №551/552 Moscow - Brest.
  • from June 4, 2013 - on "FPK" trains between Ukraine and Russia: №1/2 Moscow-Kiev; №29/30 Moscow-Simferopol;
  • from the stations at the start of the train's route;
  • from intermediate stations en route which are no more than 4 hours' train travel time from the route's starting station;
  • on train "Sapsan", № 151, 153, 155, 157 "Allegro" St. Petersburg-Helsinki", № 32 "Leo Tolstoy" Moscow-Helsinki, № 17/18 Moscow-Nice-Moscow, № 23/24 Moscow-Paris-Moscow, and also on trains services to Latvia, Belarus and Ukraine - electronic registration is possible from stations along the complete route of the train;

Electronic registration is performed:

  • during the e-ticket ordering process after the "Payment" stage;
  • at any other time in your personal area, but not later than one hour before the departure of the train from the starting station on the route;
  • at the same time for all passengers named in the order;
  • on separate e-tickets on the order.

Electronic recording is not possible if:

  • luggage has to be transported in the baggage car since its carriage is booked only upon presentation of a ticket;
  • the passenger's departure station is situated more than 4 hours from the original starting station on the route (for domestic train services).

Cancelling (retracting) electronic registration is possible no later than 1 hour before the train's departure from the starting station on the route:

  • using your personal account on the site;
  • by obtaining a boarding pass (ticket) at a ticket office or self-service terminal on the territory of the Russian Federation.

Attention! When electronic registration is possible on services between Russia and Latvia, Russia and Belarus and between Russia and Ukraine, booking boarding passes (tickets) at ticket offices and self-service terminals cannot be done less than 1 hour before the train departs from the route's starting station.

Attention! If you have undertaken electronic registration and wish to return your e-ticket (for trains: No.32 Moscow-Helsinki, Allegro train Nos.151, 153, 155, 157 St. Petersburg-Helsinki, No.17/18 Moscow-Nice-Moscow, No.23/24 Moscow-Paris-Moscow) less than 1 hour before the train departs from the route's starting station and more than 6 hours before the train departs from the station where you board the train (local time), a refund for the unused e-ticket is made using the complaints procedure.

Even if electronic registration is available, it cannot be undertaken for trains if:

  • if the validity of an e-ticket is being renewed in the event of a passenger's late arrival for trains between Russia and Latvia, Russia and Belarus and between Russia and Ukraine;
  • if the validity of an e-ticket is being renewed in the event of interrupt travel by passenger en route (refusal to trip or stop on the route).;

Boarding trains using electronic tickets with electronic registration is carried out in accordance with Section 10.

Returning e-tickets with electronic registration is carried out in accordance with Section 11.

7.2. Obtaining a boarding pass on a ticket form

If you have not used the electronic registration service, or if the electronic registration service is unavailable for your selected train, in order to board the train you must obtain a boarding pass on a ticket form from a ticket office, the Express terminal system (hereinafter - ticket office) or a self-service terminal only on the territory of the Russian Federation. Tickets for international routes (non-CIS countries) can be obtained only at international ticket offices on the territory of the Russian Federation (at the self-service terminals - only tickets for services between Russia and Finland).

Attention! Be sure to print your control coupon or make a note of the e-ticket number (14 digits) used to issue the boarding pass on a ticket form.

If you lose the order form or forget the order number, go to the section "My Orders" on the site, log in using your password and find your order. If necessary, re-print the form with information about the order.

The booking is based on the order form or order number (14 digits) and is made to one of the passengers under the identity document indicated on the order form, or to a to an authorised representative on the basis of a notarised power of attorney (copy). The notarised power of attorney (copy) is given to the clerk at the ticket office.

You can obtain boarding passes (tickets) for the entire order as a whole or for specific e-tickets at the ticket office.

Attention! At self-service terminals, boarding passes (tickets) are issued for the entire order as a whole. At self-service terminals, tickets cannot be booked for trains: No.17/18 Moscow-Nice-Moscow, No.23/24 Moscow-Paris-Moscow, No.69/70 Saratov-Berlin-Saratov, including direct carriages: Novosibirsk-Berlin, Chelyabinsk-Berlin, Adler-Berlin, St. Petersburg-Berlin.

Change of personal passenger data when issuing boarding coupons the ticket office or by using self-service terminal is not allowed.

Placing orders and obtaining tickets cannot be done when the Express system is down for technological reasons between 3:30 and 4:00 Moscow time.

8. Booking places for children

Children under 10 may not travel on long-distance trains without an adult. A child's age for the purpose of these Conditions of Carriage is that applicable on the day of the journey.

Children travelling on domestic Russian routes and services to/from CIS countries, the Republic of Estonia, the Republic of Latvia, the Republic of Lithuania and the Republic of Abkhazia:

  • a passenger making a journey paid at the adult fare is entitled to carry one child under 5 free of charge if the child does not occupy a separate place. In this case, the child is issued an e-ticket free of charge without occupying a place on one order with an e-ticket at the adult fare.
  • if a passenger has not booked an e-ticket for a child under 5 without occupying a separate place, s/he can obtain a ticket free of charge at a ticket office by presenting an e-ticket (boarding pass on a ticket form) at the adult fare.
  • passengers can request that children under 5 be issued an e-ticket with a place at the child's fare on one order with an e-ticket at the adult fare.
  • if one or more children between the ages of 5 and 10 are travelling, an e-ticket must be issued for each child at the child's fare.
  • children between the ages of 5 and 10 must have an e-ticket showing the occupation of a separate place at the child's fare on one order with an e-ticket at the adult fare.
  • for children above 10 years of age, e-tickets are issued at the adult fare.

WARNING! E-tickets free of charge for children under 5 who do not occupy a separate place and are accompanied by an adult are not issued on this site for stations on the territory of Ukraine.

Children on international routes (non-CIS countries):

When travelling on trains: No.17/18 Moscow-Nice-Moscow, No.23/24 Moscow-Paris-Moscow, No.69/70 Saratov-Berlin-Saratov, including direct carriages: Novosibirsk-Berlin, Omsk-Berlin, Chelyabinsk-Berlin, Adler-Berlin and St. Petersburg-Berlin

  • the passenger has the right to take one child under 4 years of age free of charge if it does not occupy a separate place. The child is then issued an e-ticket free of charge without occupying a separate place on one order with an e-ticket at the adult fare.
  • if a passenger does not book an e-ticket for a child under 4 without occupying a separate place, s/he can obtain a ticket free of charge at a ticket office by presenting an e-ticket paid at the adult fare;
  • at the request of the passenger, a child under the age of 4 can be issued with an e-ticket with a place at the child's fare on one order with an e-ticket paid at the adult fare;
  • if one or more children between the ages of 4 and 12 are travelling, an e-ticket must be issued for each child at the child's fare on one order with an e-ticket at the adult fare;
  • for children aged 12 or over, e-tickets are issued at the adult fare.

Children's fares on services to/from Finland: 

  • Passengers can take one child under the age of 6 free of charge if it does not occupy a separate place. In this case, the child is issued with an e-ticket free of charge without occupying a separate place on one order with an e-ticket at the adult fare.
  • if the passenger has not booked an e-ticket for a child under 6 without occupying a separate place, s/he can obtain a ticket free of charge at a ticket office by presenting an e-ticket paid at the adult fare;
  • at the request of passengers, children under the age of 6 can be issued e-tickets with a separate place at the child's fare on one order with an e-ticket at the adult fare;
  • if one or more children between the ages of 6 and 17 are travelling, each child must have an e-ticket at the child's fare on one order with an e-ticket at the adult fare;
  • children aged 17 and above must have e-tickets at the adult fare.

9. Passport, administrative (visa) and customs regulations

Passengers are obliged to comply with the passport, administrative (including visa), customs and other regulations when travelling by rail on international routes. This applies to the passengers as well as to their hand luggage, baggage and commercial luggage. The carrier is not entitled to monitor compliance with these regulations except in pursuance of international agreements in the field of rail transport and is not responsible for the failure of passengers to comply with these rules.

Before booking journeys on international routes, passengers should check the rules and procedures for crossing international borders (including transit countries) with the relevant competent executive bodies or consular departments of the relevant embassies.

When children under the age of 18 are travelling on international routes and on domestic Russian routes which transit CIS countries ("TRANSIT THROUGH CIS"), passengers must have the necessary documents for crossing state borders, including the notarized consent of parents (or guardians) to cross the border of the Russian Federation.

The following types of documents can be used as identity documents when travelling on services to/from Ukraine, Belarus, Kazakhstan, the Kyrgyz Republic and the Republic of Abkhazia:

  • ПН- Russian Federation passports (new);
  • ЗП - Foreign travel passports issued to Russian citizens;
  • ЗЗ - Foreign document (passport, identity card, etc.) issued to citizens of the CIS, Latvia, Lithuania, Estonia and foreign countries;
  • ПМ - Seaman's passport;

The following types of documents can be used as identity documents when travelling on services to/from the Republic of Azerbaijan, Tajikistan, Turkmenistan, Uzbekistan, Moldova, the Republic of Estonia, the Republic of Latvia, the Republic of Lithuania and non-CIS countries:

  • ЗП - Foreign travel passports issued to Russian citizens;
  • ЗЗ - Foreign document (passport, identity card, etc.) issued to citizens of the CIS, Latvia, Lithuania, Estonia and foreign countries;
  • ПМ - Seaman's passport;

10. Boarding the train

Under the contract of carriage, the carrier undertakes to transport the passenger to her destination and provide her with a place on the train.

When boarding the train, the passenger must produce a proper e-ticket control coupon (Sections 7.1 and 7.2) and the identity document on the basis of which the ticket was acquired. E-ticket control coupon must indicate the passenger's name and the number of her identity document.

Boarding the train after electronic registration:

  • on domestic train services on the territory of Russian Federation, passengers can board their train after presenting their e-ticket boarding pass printed out on paper (A4) or on their mobile device's display and the identity document shown on the electronic ticket;
  • on international train services between Russia and Latvia, between Russia and Belarus and between Russia and Ukraine, passengers can board their train after presenting the identity document used to book their e-ticket. When boarding the train, passengers are recommended to have with them the order form containing their journey's details;
  • on trains: No.32 Moscow-Helsinki, No.17/18 Moscow-Nice-Moscow and No.23/24 Moscow-Paris-Moscow, passengers can board after presenting their e-ticket boarding pass printed out on paper (A4 format) or on their mobile device's display and the identity document used to book their e-ticket.

Attention! If you cancel the electronic registration service, get boarding pass (travel document) at the ticket office or self-service terminal, you must present it when boarding a train.

Boarding the train with a boarding pass on a ticket form:

  • on domestic train services on the territory of Russian Federation, passengers can board their train after presenting their boarding pass on a ticket form and the identity document used to order their e-ticket;
  • on international train services to/from CIS countries, the Republic of Estonia, the Republic of Latvia, the Republic of Lithuania and the Republic of Abkhazia, passengers can board their train after presenting their boarding pass on a ticket form and the identity document used to order their e-ticket;
  • on international train services (non-CIS countries), passengers can board their trains after presenting the ticket and identity document used to order their e-ticket.

If the passenger's surname or identity document number do not correspond to the surname or number on the e-ticket, the passenger will not be allowed to board the train.

E-tickets are not transferable and are valid only upon presentation of the relevant identity documents. The resale of tickets is not allowed.

If a passenger has undertaken electronic registration, she boards the train by handing her identity document as given in the ticket purchase order to the carriage's conductor. If the passenger's surname or identity document number does not match the information on the order held by the carriage's conductor, the passenger will not be allowed to board the train.

11. Refunds on unused e-tickets

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.  

WARNING! 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.

11.1. Refunds on unused e-tickets using the passenger's personal account on the site

See the section "E-tickets refunds using the site" for the terms and conditions on refunds on unused e-tickets using your personal account.

11.2. Returning unused e-tickets to a ticket office

Returning unused e-tickets to a ticket office on the territory of the Russian Federation involves returning the tickets and presenting the control coupon or the number of the e-ticket/order and the identity document whose number is shown on the electronic ticket, within the deadlines set for their return. Unused e-tickets for international services (non-CIS countries) can only be returned to international ticket offices.

Refunds for unused e-tickets are made only on the territory of Russian Federation.

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

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.

In the event that a passenger has received a boarding pass on a ticket form, the refund is made upon the passenger presenting this form to a ticket office, along with an identity document.

Refunding fares on unused return e-tickets booked at the special return fare for Sapsan services is only possible when the e-tickets for both legs are presented simultaneously at a ticket office.

A refund for an unused return leg e-ticket booked at the special return fare for Sapsan services must be claimed using the complaints procedure. Passengers should contact a ticket office, which will issue the passenger a confirmation that the place has been returned. Passengers should then deliver this document (in person or by sending a letter by post), together with a request for a refund (written in free form), to the Directorate for High-Speed Routes, a subsidiary of Russian Railways, at the following address: 105066, Moscow, Ulitsa Nizhnaya Krasnosel'skaya, 40/12, Building 11. Refunds are minus a 10% reduction in the cost of a single ticket.

When returning unused e-tickets in due time 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 162.00 roubles is charged. (For each place. The rate was set by Russia's Federal Tariffs Service and applies until 31.12.2013).

When returning unused e-tickets for international services (non-CIS countries), 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 booked in the Russian Federation to a ticket office (except for trains owned by CIS countries, the Republic of Estonia, the Republic of Latvia and the Republic of Lithuania), refunds are credited to bank cards:

  • no later than 8 hours before the train's departure - the fare, consisting of the ticket price and the cost of the reserved place;
  • less than 8 hours, but no later than 2 hours before the train's departure - the fare, consisting of the ticket price and the 50% cost of the reserved place;
  • less than 2 hours before the departure- the fare, consisting of the ticket price; the cost of the reserved place is not refundable;
  • if a passenger misses the train in the 12 hours after the train's departure from the station where the passenger was to have boarded the train, either because of illness or accident, providing s/he presents supporting documents, within 5 days from the train's time of departure at which the ticket was purchased - the cost of the ticket. The cost of the reserved place is not refundable.

Attention! When returning to a ticket office unused e-tickets with electronic registration on Russian domestic trains less than 1 hour before the train's departure from the starting station, refunds are made using the complaints procedure.

When returning to a ticket office unused e-tickets for international services with countries and/or trains (carriages) operated by railway companies from the CIS, the Republic of Estonia, the Republic of Latvia and the Republic of Lithuania, refunds are credited to passengers' bank cards: 

  • no later than 24 hours before the train's departure - 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 - the cost of the ticket and 50% of the cost of the reserved place;
  • less than 6 hours before the train's departure time, but no later than 3 hours after the train's departure from the station where the passenger boarded the train due to illness or accident, within 10 days after the expiry of the supporting documents - the cost of the ticket. The cost of the reserved place is not refundable.

Attention! No refunds are made on unused e-tickets with electronic registration for trains on services to/from Latvia, Belarus and Ukraine less than 1 hour before the train's departure from the train's starting station.

When returning to ticket offices 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 - the fare, consisting of the ticket price and the cost of the reserved place;
  • less than 6 hours before the train's departure as indicated on the ticket, no refunds are made.

Attention! When returning e-tickets with electronic registration less than 1 hour before the train's departure from the starting station and more than 6 hours before the train's departure from the station where the passenger boarded the train (local time), refunds on unused e-tickets are made using the complaints procedure.

Refunds on unused e-tickets being returned to ticket offices on the territory of CIS countries, the Republic of Estonia, the Republic of Latvia and the Republic of Lithuania are made on presentation of a boarding pass on a ticket form. In this case, however, to have the refund credited to the bank card used to pay for their e-ticket, passengers should contact a ticket office on the territory of the Russian Federation within 6 months from the train's date of departure and present a form showing the return of the places booked, the unused boarding pass on the ticket form and the passenger identity document.

Refunds of e-tickets at ticket offices on the territory of European countries are made only on presentation of a ticket issued on the prescribed form. The ticket is marked to indicate that it has not been used, with the date, month, year and time (hours, minutes) shown when the passenger applied for the refund. To obtain a refund on an unused ticket, passengers should contact an international ticket office on the territory of Russian Federation within one month from the date of the train's departure as indicated on the ticket and submit a statement and the unused ticket with the appropriate mark as describe above. The passenger's application is reviewed within 180 days from the date of receipt.

Refunds on unused e-tickets are made only on the territory of the Russian Federation.

12. Mobile e-ticket booking service

  1. Booking e-tickets with use of mobile phones (smartphones) - a new service on the site. For buying e-ticket through mobile phones log in using your username and password. Please, before you start, read the "Rules for Ordering Tickets online."
  2. Terms of buying e-tickets from mobile phones are identical to the rules buying e-tickets over the Internet using personal computers (laptops, tablets).
  3. Mobile service supports major mobile browsers (Opera Mini version of the 2-5, Opera Mobile 9.80, Nokia, Safari). If a mobile phone browser is not supported, then the login page will display a warning. Minimum screen resolution of mobile phones - 240 * 320 with a diagonal of 2.4 inches. There is a possibility of passing the online registration on the train.

     

Questions relating to passenger service, service provision:

All questions related to the booking of tickets online, ask by e-mail ticket@rzd.ru. Opening hours: around the clock.

A full schedule of long-distance passenger trains can be found in the section "Passenger" on JSC "Russian Railways" site.

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