Passengers will be able to return their tickets without incurring any additional charges or fee until 1 June 2020.
Due to the inability of passengers to plan and organise their trips during the unfavorable coronavirus epidemic in the country, the Russian Railways Holding has decided to waive temporarily the charge of 210.60 roubles usually levied for the return of unused tickets for trains departing from 1 April to 1June 2020 inclusive. This applies to both individual and group trips.
All passengers who wish to return their tickets without being charged the fee can apply to a ticket office from 1 April to 1 June 2020 or return electronic tickets using the web resources through which the tickets were originally booked. Further details on the procedure for returning tickets can be found in Section X of the Rules for the Carriage of Passengers, Baggage, and Cargo Luggage by Rail (Order No. 473 issued by the Ministry of Transport of the Russian Federation on 19 December 2013 (as amended on 14November 2018)).
Withdrawal from travel due to the coronavirus pandemic.
If a passenger has decided to withdraw from their journey due to the current epidemiological situation in the country, the usual procedure for returning tickets is valid. If the train has not been cancelled, but the passenger wishes to withdraw from travelling on long-distance domestic trains, they can do so both at rail ticket offices and through the electronic services with which the tickets were purchased. The return is carried out in accordance with the Rules for the carriage of passengers, baggage and cargo luggage approved by the Ministry of Transport of the Russian Federation, as well as in accordance with the clauses of the Offer.
A special procedure applies for returns and refunds for passengers over 65 years of age.
For passengers older than 65 who are in quarantine or who are not recommended to visit public places during the spread of the COVID-19 coronavirus infection, Russian Railways has developed a system for returning unused tickets for trains departing before 1 June 2020 and issued at ticket offices.
- How to return tickets when the train has been cancelled
In the event that an international train has been cancelled, unused electronic tickets can be returned without incurring any charges and fees in accordance with the regulatory documents. Refunds are made through the same electronic services with which the ticket was purchased.
Unused tickets on forms issued at Russian points of sale can be returned withoutincurring any additional charges and fees on the basis of regulatory documents. Returns are made at the ticket offices of the Federal Passenger Company and the HighSpeed Directorate of Russian Railways within six months of their cancellation. Passengers must fill in the claim form and present the original ticket and thedocument used to purchase the ticket.
- How to return non-refundable tickets
Passengers can return electronic tickets purchased at non-refundable rates from 14 March to 10 April 2020 online or at ticket offices of the Federal Passenger Company. Ticket returns are carried out under the same rules as the return of usual tickets - the Rules for the transport of passengers, luggage and cargowhich have been approved by the Ministry of Transport of the Russian Federation.
If a passenger is in quarantine, s/he can return their ticket or an electronic non-refundable ticket without incurring any addition charges and fees when the quarantine period is over by presenting a certificate from a medical institution or a certificate of work incapacity bearing the code “03”.
Return of tickets purchased for Trans Class Service carriages
In connection with the current policy of preventing the spread of the novel coronovirus infection to and within the Russian Federation, the carrier Trans Class Service (TCS) has introduced a temporary procedure for the return of unused tickets
- How to return non-refundable tickets
From 13 March to 10April 2020, passengers can claim ticket refunds purchased for Trans Class Service branded carriages att he “non-refundable” tariff.
The procedure for refunding unused ticketsand electronic tickets purchased at a “non-refundable” tariff is similar to that for refunds for tickets bought at tariffs that provide refunds as established by Clauses 85-87 of Transportation Rule No. 473 dated 19 December 2013. Returns are made online on the TCS website at https://www.transclass.ru through your personal account, at ticket offices at railway stations and at points of sale.
It is possible to return unused ticketspurchased both at “refundable” and “non-refundable” tariffs if the passenger has been under quarantine under the claims procedure by presenting a certificate of work incapacity bearing the code “03” or a certificate from a medical institution. Claimscan be made through your personal account on the TCS website and ticket offices at railway stations.
Claims can be made through the TCS website or at ticket offices at railway stations after the quarantine period is over.
Returnsof tickets purchased on the TCS website are possible only through the TCS website (https://www.transclass.ru)
Passengers can learn more about the conditions for returning ticketsfor TCS carriages by calling the TCS Contact Centre on 8-800-100-93-99 or on the TCS website (https://www.transclass.ru/passengers/faq/)
Returning tickets purchased for points on RZD Bonus loyalty programme
Passengers can return tickets issued for premium points (service) less than 8 (eight) hours before the departure time of the train from the station or stop where the passenger has embarked with the restitution of the total number of points credited to this premium service on the personal account.
To return tickets, passengers must make applications through the personal account of a member of the RZD Bonus loyalty programme.
Further details can be obtained from the website rzd-bonus.ru and by phone from the support service on 8 (800) 100-1000.