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Tickets refunds

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.

The return of tickets for the conference compartments on board the high-speed Sapsan trains (class of service 1R) is only possible after a one-off return of all four seats.

Electronic tickets for services between Finland and Russia booked for several passengers on one order at one fare are subject to full refund. Thereisnopartialrefundonsuchelectronictickets.

No refunds are made on one seat/berth out of two which have been booked for compartments in de-luxe carriages (business) on international routes (the far abroad, that is countries outside the Former Soviet Union). Refunds of the value of unused electronic tickets issued for de-luxe carriages (business) are made only if electronic tickets booked for one compartment are returned at the same time.

Returns of electronic tickets issued for Sapsan and Lastochka trains operated by the Directorate of High-Speed Communications, a subsidiary of Russian Railways, at the special return tariff are made in accordance with the following procedures:

  • when withdrawing from travel in both directions, the return leg of the electronic ticket is first returned, then the outward leg;
  • one electronic ticket can be returned for the return leg;
  • returns of one electronic ticket for the outward leg are not made (it is possible at a ticket office in accordance with Section 11.2 of the Offer and from p. 13.2 Rules of Electronic TicketsPurchases).

In order to make refunds, passengers are given a certificate that the seat/berth has been returned and an application for a refund made (click to obtain a sample application form for refunds for unused tickets for Sapsan trains and the to obtain a sample application form for refunds for unused tickets for long-distance trains).

After completing the form, send the claim, together with the ticket and the document confirming the return of the seat/berth, to the ticket cashier or post it to the Northwest Directorate of High Speed Communications – The Structural Unit of the Directorate of High Speed Communications at 196641, St. Petersburg, Metallostroy Village, Rail Section RekaSlavyanka-LEP River, P.O.Box53.

Refunds to the passenger are made minus 20% of the fare for the return leg.

The return of electronic tickets issued for carriages of the carrier TransClassService at the special return fare is made in accordance with the following procedures:

  • when withdrawing from travel in both directions, the electronic ticket is first returned for the return leg and then for the outward leg;
  • one electronic ticket can be returned for the return leg;
  • returns of one electronic ticket are not made for the outward leg.

Returns of electronic tickets booked for sleeper carriages in service category 1B of the carrier TransClassService at the special SINGLE fare are made in accordance with the following procedures:

  • it is possible to return two seats/berths as reflected on one ticket;
  • returns of one of two seats/berths which have been booked as reflected on one ticketare not made.

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.

Passengers who are unable to return electronic tickets using the website or through an app in the clients’ personal account are recommended to return the tickets to a ticket office.

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).

    Attention! On 15October 2019, the Russian Railways’ website introduced an electronic ticket return service with electronic registration which enables passengers to submit claims online. The service is available on Federal Passenger Company trains on domestic routes. Claims for refunds on electronic tickets using the website must be made less than 1 hour before the train departs from its starting station and before the train departs from the passenger’s boarding station. After returning the ticket, a claim is made on behalf of the passenger whose name is given on the electronic ticket. The claim must include: a contact phone number, email address, e-ticket number and reason for withdrawing from the journey. Claims are reviewed within 30 days. Refunds based on the claim under consideration are made to the payer’s cheque account which was used to make the payment

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 (with a charge for the REFUND);

    • there is no refund less than 6 hours before the departure of the train from the passenger’s boarding station.

    A fee is charged for refunds:

    • 10 euros (for each seat/berth) on Allegro services between St. Petersburg - Helsinki - St. Petersburg:No. 32/31 Moscow - Helsinki – Moscow; No 13/14 Moscow - Berlin - Moscow, No. 17/18 Moscow - Nice - Moscow, No. 23/24 Moscow - Paris – Moscow and direct carriages between Moscow - Prague – Moscow;
    • 5 Swiss francs on trains No. 6 Moscow - Ulan Bator and No. 306 Irkutsk - Ulan Bator.

    The fee is charged in Russian roubles at the rate set by the Central Bank of the Russian Federation on the day of the refund.

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).

 

After VTB Bank (PAO) has processed the refund operation on the user’s personal account, the “Return Details” tab appears. The tab contains the last four digits of the payer’s card number to which the refund was made, the date on which the refund operation was processed, the refund amount due, and the ARN number (a unique transaction ID in the bank acquisition).

WARNING! If the money is not received on the card within 30 days after the return, the passenger must contact the bank which issued the card through which the payment was made (the last 4 figures of which are marked on the “Return Details” tab) and indicate the ARN number. The bank will be able to track the current location of the passenger’s money. Passengers should contact the operator who supports their e-wallet when paying for electronic tickets using electronic money.

 

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.