Our website and the mobile app enable passengers to register and pay for e-tickets without the deduction of commissions for individuals using their credit 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 your 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 and return 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 №17/18 Moscow - Nice - Moscow; №21/22 Moscow - Prague - Moscow, including carriages: Moscow - Wien - Moscow, Moscow - Karlovy Vary - Cheb - Moscow, St. Petersburg - Prague- St. Petersburg, St. Petersburg - Wien - St. Petersburg; №23/24 Moscow - Paris - Moscow; the trains servicing the routes Russia - Finland, you can board your carriage by showing the carriage conductor your e-ticket (boarding pass), either as a printout on A4 paper or on your mobile device's display and the passenger identity document shown on the electronic ticket.
If you underwent an e-registration on №9/10 Moscow – Warsaw – Moscow (let alone Moscow – Budapest, Moscow – Sophia carriages), while boarding you have to provide your e-ticket (the boarding coupon) on a A4 paper and your ID specified in the ticket.
If you have completed electronic registration for a train between Russia and Latvia, between Russia and Belarus, between Russia and Ukraine and between Russia and Kazakhstan, you can board your carriage by showing the carriage 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 printout of your e-ticket (boarding pass).
The boarding pass for travelling on international routes (non-CIS countries) also serves as the ticket, which is available only from at ticket offices on the territory of the Russian Federation, and at the self-service terminals for services between Russia and Finland.
Refunds of unused e-tickets are made:
When booking electronic tickets for trains from stations in the CIS countries, Latvia, Lithuania and Estonia, passengers must obtain their boarding pass on the form in the format prescribed from ticket offices or Russian railways' self-service terminals on the territory of the Russian Federation. When buying tickets for trains where electronic registration is possible, passengers must print out their own boarding pass of their electronic ticket and present in when boarding the train
1. Rules for booked tickets online
E-tickets can be booked on the site no later than 1 hour before the train's departure from passenger boarding stations.
Train e-tickets are sold as follows for trains:
Before booking your e-ticket purchase, you must either undergo authentication on the site or register and set up an account. You should remember your personal password in order to view information about your orders.
When booking electronic tickets, enter properly the details of the proposed journey and each passenger 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:
* During the period when the timetable changes, the deadlines for the commencement of ticket sales may change (the last weekend day in May and the first ten days of December).
Electronic tickets are issued at adult and children's fares and also free of charge to children not occupying a separate place at the ages specified in Section 6.
No more than 4 e-tickets showing the personal data of 4 passengers can be issued on one order.
In order to avoid misunderstandings and late arrivals 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 technical reasons between 3:30 and 4:00 Moscow time.
Attention! When buying tickets for trains of foreign carriers travelling outside the Russian Federation, the carriage schemes are not indicated.
2. E-ticket booking particulars
Seats and berths in different types of carriage must be booked on different orders and indicate 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 in a VIP carriage (in the category "soft" with service class "1A", "1M" or "1N") on domestic, international services, CIS region and the Baltic states an e-ticket is issued on payment of the whole compartment in which one or two passengers may travel. If two passengers are booked on a journey, the personal details of each passenger must be given.
When placing an order for Lux (business) carriage for trains Nos. 32/31 Moscow – Helsinki – Moscow (in the category “Lux” with service class "1A; ½") the e-ticket can be booked by paying for the whole compartment where one or two passengers can travel. In case when two people travel the personal details of the both passengers should be given.
When placing an order for Lux (business) carriage for trains Nos. 17/18 Moscow – Nice –Moscow, Nos. 23/24 Moscow – Paris – Moscow (in the category “Lux” with service class "1G; ½") paying for the whole compartment is not necessary. Passengers can buy tickets for each seat.
When placing an order for travel in compartment, sleeper, VIP carriages and Lux (business) carriages operated by the Federal Passenger Company (including Trans Class Service carriages), CJSC Grand Service Express, Tverskoi Express Ltd. and the OJSC Sakhalin Passenger Company, 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 operated 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. Alternatively, passengers can however pay the carriage conductor on board the train for using the bed linen.
Fares on international services to/from:
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 carriage owner 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. Before beginning the payment procedure, check once again that the information you have entered is correct.
Personal passenger data must comply with the data specified in the identity document. If your personal data in the document are in two versions (Russian and the Latin alphabet), information must be entered in Russian when filling in orders for 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.
In particular 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 boarding pass/ticket at the ticket office and complete here journey.
4. Payment of e-tickets
Paying for the e-tickets can be made using bank cards issued by Visa, Visa Electron, MasterCard, Maestro international payment systems of Visa International Maestro, Visa International and MasterCard International. Payment by credit card is made after order verification and confirmation by routing to the payment gateway of the bank VTB24. It will take you 12 minutes to make the order payment and enter your credit card details. If you exceed this set time, your order will be annulled.
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, the card expiry date and the card's three-digit code (CVV2 or CVC2). For details of online payments using your credit card and reasons why your payment might have 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 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.
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 call 8-800-775-24-24 and contact the bank which issued their card.
5. 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 the e-ticket control coupon or remember the order number / e-ticket.
In accordance with Decree No. 322 issued by the Ministry of Transport of the Russian Federation on 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 are not valid as tickets without a boarding pass. 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 have been informed about the terms and conditions covering boarding and travelling on the train.
Electronic registration for the train 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.
Trains for which the electronic registration service is available are shown by the Russian letters "ЭР" (ER).
The electronic registration service is not available for trains travelling to and from Kaliningrad Oblast and transiting the territory of the Lithuania Republic.
To board the train anywhere along the whole route, the passenger must show the carriage conductor the e-ticket (boarding pass) printed out on A4 paper or its image on the display of a mobile device, as well as the passenger identity document shown in the electronic ticket.
Electronic registration of e-ticket is possible for:
Cancelling electronic registration is possible no later than 1 hour before the train's departure at local time from the starting station on the route by:
Attention! When electronic registration is possible on services between Russia and Latvia, Russia and Belarus, Russia and Ukraine and Russia and Kazakhstan, 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 the following trains 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: the trains servicing the routes Russia – Finland; No. 21/22 Moscow – Prague – Moscow, including the direct carriages Moscow – Vienna – Moscow, Moscow – Karlovy Vary – Cheb – Moscow, St Petersburg – Prague – St Petersburg, St Petersburg – Vienna – St Petersburg; No. 17/18 Moscow – Nice – Moscow, No. 23/24 Moscow – Paris – Moscow).
Electronic registration cannot be undertaken, even when available, for trains if the validity and dates of an e-ticket are being renewed in the event of:
Boarding trains using electronic tickets with electronic registration is carried out in accordance with Section 8.
Returning e-tickets with electronic registration is carried out in accordance with Section 9.
If you have not used the electronic registration service, or if the electronic registration service is unavailable for the train you have selected, you must obtain a boarding pass on a ticket form from a ticket office equipped with the Express terminal system (hereinafter - ticket office) or a self-service terminal only on the territory of the Russian Federation in order to board the train. Tickets for international routes (non-CIS countries) can be obtained only on the territory of the Russian Federation at international ticket offices. Tickets for services between Russia and Finland can be obtained at the self-service terminals).
Attention! Be sure to print your control coupon or remember the e-ticket number (14 digits) which was used to issue the boarding pass on the 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.
Booking the boarding passes (tickets) is based on the control coupon or the e-ticket/order number (14 digits) made out to one of the passengers on the order under the identity document indicated on the order form, or to an authorised representative on the basis of a power of attorney or a notarised copy thereof. The power of attorney or notarised 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.
On electronic tickets issued under one order for several passengers at one fare between Finland – Russia, one ticket with information about the first passenger is printed at the ticket office or self-service terminals.
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. 9 Moscow-Warsaw, No. 17/18 Moscow-Nice-Moscow, No. 21/22 Moscow-Prague-Moscow, including the direct carriages Moscow - Vienna - Moscow, Moscow - Karlovy Vary - Cheb - Moscow, Moscow-Budapest-Moscow, St. Petersburg - Prague - Saint Petersburg and St. Petersburg - Vienna - St. Petersburg, No. 23/24 Moscow-Paris-Moscow.
Changes to the personal passenger data cannot be made when issuing boarding coupons at the ticket office or by using self-service terminal.
When the Express system is down for technical reasons between 3:30 and 4:00 Moscow time, boarding passes (tickets) tickets cannot be booked.
Attention! When a child boards the train, its original birth certificate must be presented.
Children under 10 may not travel on long-distance trains unless accompanied by an adult. For the purpose of these Conditions of Carriage, the child's age 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:
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. 9 Moscow-Warsaw, No. 17/18 Moscow-Nice-Moscow, No. 21/22 Moscow-Prague-Moscow, including the direct carriages Moscow - Vienna - Moscow, Moscow - Karlovy Vary - Cheb - Moscow, Moscow - Budapest - Moscow, St. Petersburg - Prague - Saint Petersburg, St. Petersburg - Vienna - St. Petersburg and No. 23/24 Moscow-Paris-Moscow.
Children's fares on services to/from Finland:
children aged 17 and above must have e-tickets at the adult fare.
7. 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 or on domestic Russian routes which transit CIS countries ("TRANSIT THROUGH CIS"), passengers must have the necessary documents for crossing state borders, including the notarised 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:
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:
In accordance with Decree No. 1486 of the Government of the Russian Federation "On Amendments to the Rules for the Issuance of Tickets to Passengers and Their Boarding a Train When Travelling to the Kaliningrad Region from the Rest of the Russian Federation by Transit through the Territory of the Republic of Lithuania and in the Reverse Direction by Rail Transport" issued on 7 December 2017, from 19 December 2017 the website of OJSC Russian Railways will enable passengers to book electronic tickets and complete electronic registration for trains operated by the Federal Passenger Company and running to the Kaliningrad region via the territory of the Republic of Belarus and the Republic of Lithuania.
Electronic registration is carried out along the entire route and ends no later than 15 minutes before the respective train’s departure from the passenger’s boarding station.
In the absence of documents granting the right to transit through the territory of the Republic of Lithuania, electronic booking ends 28 hours before the train’s departure, as does the transfer of the passenger's personal data to the consular section of the Embassy of the Republic of Lithuania for the booking of a simplified railway ticket which gives the passenger the right to transit across the territory of the Republic of Lithuania.
The passenger is personally responsible for having a document granting the right of transit across the territory of the Republic of Lithuania.
Documents required for Russian citizens travelling from the rest of Russia to the Kaliningrad region by transiting across the territory of Lithuania
1. An electronic ticket.
2. A passenger identity document whose details are indicated on the electronic ticket. Such identity documents include:
Children under the age of 14 are issued electronic tickets based on a child's international passport.
3. A document authorising transit through the territory of Lithuania. These include:
The period of validity of an identity document of a citizen of the Russian Federation must exceed the period for which the ticket for transit passage through the territory of the Republic of Lithuania is valid.
* An SRT is a special document for one single return transit passage to the Kaliningrad region via the territory of the Republic of Lithuania. It is valid for no more than three months and is issued free of charge by the competent Lithuanian representatives on transit trains until the train has crossed the state border of the Republic of Lithuania. The decision to issue an SRT is accepted by the diplomatic and consular institutions of the Republic of Lithuania in the Russian Federation according to information transmitted through the railway ticket offices on the territory of the Russian Federation or the personal account on the website of OJSC Russian Railways
An SRT can be used only on transit trains on regular services on the following routes:
Booking electronic tickets for travelling to the Kaliningrad region by transiting across the territory of Lithuania
1. Purchase of an electronic ticket in the absence of a document authorising transit across the territory of Lithuania.
Ticket sales to the Kaliningrad region and vice versa are carried out through the site and at ticket offices located on the territory of the Russian Federation. At some stations, specialised ticket offices are able to book tickets to the Kaliningrad region. When booking an electronic ticket, the passenger's personal data, train number and departure date are submitted to the Embassy of the Republic of Lithuania. 26 hours from the moment of registration of the electronic ticket, the passenger receives information about whether s/he is allowed to transit across Lithuania through his/her personal account on the website or at any ticket office of Russian railways which is equipped with the Express system.
In this regard, the following periods for ticket sales are established:
If a decision is made to refuse the issue of SRT, the passenger can return the electronic ticket in his/her personal account on the site or at any ticket office located on the territory of the Russian Federation and have the full cost of the electronic ticket refunded.
2. Purchase of a ticket when there is a document authorising transit through the territory of Lithuania.
In the presence of documents authorising transit through the territory of the Republic of Lithuania, the processing of electronic tickets ends 15 minutes before train departure.
The following periods for ticket sales are established:
Children travelling to Kaliningrad region in transit across the territory of Lithuania
Ticket sales to children under the age of 14 are made on behalf of the person accompanying them. For a child under the age of 5, a separate electronic ticket is issued if the child does not occupy a separate seat/berth, but with no indication of the seat/berth number and without paying the fare.
When booking tickets for a child under 14 years of age, passengers must provide a foreign passport for the child.
Transportation of medicines through the territory of Lithuania
Since September 2005, the customs service of the Republic of Lithuania has tightened the procedure for transporting medicines through the country’s territory.
In this connection, Russian Railways recommends that Russian citizens travelling on a transit trip through the territory of Lithuania pay attention to a new list of medicines that are allowed to be transported through the territory of the Republic.
This restriction does not contain a ban on the use of valocordin and corvalol for personal purposes while in transit across the territory of the Republic of Lithuania. Even in cases where it is required to transport these drugs in transit in excess of personal needs, difficulties should not arise for those citizens who properly declare these drugs when entering and leaving the country.
For more detailed information, we recommend that passengers contact the diplomatic missions of the Republic of Lithuania.
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 a long-distance train, the passenger must produce a properly booked e-ticket boarding pass (Sections 5.1 and 5.2) and the identity document on the basis of which the e-ticket was acquired and which indicates the passenger's surname and the number of her identity document.
Boarding the train after electronic registration:
Boarding the train with a boarding pass on a ticket form:
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 passenger identity documents. The resale of tickets is not allowed.
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 on the site).
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.
10.1. 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
10.2. 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 can be 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 at a ticket office, together with an identity document.
Refunding fares on unused return e-tickets booked at the special return fare for Sapsan and Lastochka (for trains operated by the Directorate for High-Speed Routes) 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. To receive their refund, 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: Ulitsa Nizhnaya Krasnosel'skaya, 40/12, Building 11,105066 Moscow. A 10% deduction from the cost of a single ticket is made from refunds.
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 31.12.2014).
Electronic tickets issued for several passengers on one order at one fare between Finland –Russia are subject to full refunds. Partial reimbursement of e-tickets is not performed.
When returning unused e-tickets for international train 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 set by the Central Bank of Russia on the day of the refund.
When returning unused e-tickets booked for a journey on the territory of 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:
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 by the passenger's application using the procedure set by the carrier in question.
When returning unused electronic tickets from 20 minutes to 3 hours after the departure of the train from the station from which the passenger departs, subject to personal appearance at the ticket office and presentation of the identity document shown on the e-ticket, cash settlements are made to the card of the payer.
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:
Attention! No refunds are made on unused e-tickets with electronic registration for trains on services to/from Latvia, Belarus, Ukraine and Kazakhstan 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:
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 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. At the same time, places are returned without refunds. 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 unused 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.
Rebooking ??electronic tickets is done at the ticket office through the ticket return operation.
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