How do I return an unused e-ticket?

At the moment, we do not charge additional service fees, in addition to the reclamation fee, which is provided by the carrier company.

The person making the ticket refund represents the interests of all the people mentioned in the order, so it is assumed that all passengers know about the delivery of tickets. It is allowed to return only one ticket from the order or all at once.

It will not be difficult to hand over e-tickets (including paid baggage) purchased via the website.

Buyers registered on the site must log in to their Personal Account.

1. Click on the "Personal Account" tab located in the upper right corner.
2. Select an order and click on the link with the order number. After the function buttons appear, click on "Cancel order".
3. Dial the document number used for the purchase.
4. Click the "Next" button to specify the amount to be refunded.
5. When the refund amount appears on the screen, select the tickets to be refunded and click "Return". 

After performing these actions, the failed passenger receives a message about the amount returned to the account without taking into account the service fee, which is non-refundable.

Tickets that are paid for with a bank card are refunded through the website.

It is possible to hand over an electronic ticket to the ticket office if the deadlines set for the refund are met. It is required to present to the cashier:

• ticket or order number;
• the document on which the purchase was made;
• boarding pass, if you managed to get it.

The tickets purchased for the Tver Express and CPPC carriages are returned exclusively at the carrier's ticket offices.

How much money will be refunded for the ticket?

The refund amount depends on the route and the remaining time before the departure of the train. We remind you that the service fee is not refundable.

The following order is defined for the compositions of the Russian formation.

When returning a ticket online:

• 8 hours or more before the departure of the train from the boarding station, the money is returned in full, withholding the reclamation fee;
• from 2 to 8 hours before departure, the ticket price and 50% of the reserved seat cost will be refunded;
• for 2 hours or less — only the ticket price is refunded.

How do I return a ticket after the train departs from the passenger boarding station? (for Russian trains)

A ticket with electronic registration after the departure of the train will have to be handed over only to the ticket office at the station of the failed departure.

There are rules for the return of tickets, depending on the amount of time that has passed since the departure of the train from the station of the late passenger:

• no more than 20 minutes — you will need to write a claim;
• from 20 minutes to 3 hours is the standard procedure for presenting a passport and a travel document, and transferring money to a payment card can take from 3 days to 1 month;
• from 3 to 12 hours is carried out upon presentation of a claim.

In a situation when you are late for the train, you should not rush, it is better to wait 20-30 minutes, and then go to the ticket office. The latecomer will no longer have to make a claim, and it does not matter for the refund amount.

If the reason for the delay is serious enough, for example, a disease or an accident, then it is allowed to return the ticket for 5 days with additional submission of documents documenting the incident, and only the ticket costs are refunded, the reserved seat fare is not taken into account. 

Return rules for rapid commuter trains:

• the money will be refunded in full upon delivery of the ticket earlier than 2 hours before departure from the boarding station;
• 50% of the cost in case of ticket delivery in less than 2 hours;
• after the departure of the train, the funds for the ticket will not be refunded, they will only issue a refund of seats.

Upon completion of electronic registration, it will be possible to hand over tickets if there are at least 60 minutes left before the train departs from the starting point of the route, later this operation will not be possible. We remind the holders of the boarding coupon that their tickets in such a situation can only be returned through the ticket office.

During the month, funds for tickets are credited to the account, otherwise you need to make a request to the technical support department of the bank. 

Conducting the process of returning tickets for trains running between Russia and Abkhazia.

Before the departure of the train from the passenger station:

• the costs of the ticket and the reserved seat are refunded for the day and earlier;
• from 6 to 24 hours — ticket costs and 50% of the cost of the reserved seat;
• in less than 6 hours — only the ticket price.

How do I get my ticket back if I missed the train? (to Abkhazia) 

Those who missed the train and managed to hand over the ticket within 60 minutes from the moment of departure of the train from the boarding station are refunded only the cost of the ticket, excluding the reserved seat fare.

When the reason for the delay is valid (for example, an accident or injury), when submitting a documentary confirmation, the ticket is accepted for 10 days, but only the ticket costs are refunded.

Refund of tickets for trains departing in international traffic

Making out documents for the return of travel:

• 6 hours and earlier — will reimburse the costs of both the ticket and the reserved seat;
• in less than 6 hours — money is no longer available. 

We remind you that at the end of the electronic registration and the desire to hand over the ticket less than 60 minutes before the departure of the train from the starting point, but earlier than 6 hours from the boarding station, local time, it is possible to reimburse the funds spent only upon presentation of a claim at the international ticket office.

Is it possible to hand over a ticket online?

Boarding coupons with completed electronic registration will be accepted in the international direction if there is more than 1 hour left before the train leaves the starting point, and at least 6 hours from the boarding station. The departure time of the train is marked in the electronic ticket. Before the departure of the train, tickets that do not have electronic registration are accepted at any time. 

Ticket refund rules for passengers outside the Russian Federation

Important! At the moment, our service does not provide an opportunity to buy tickets to suburban destinations and abroad of the Russian Federation!

You can return the ticket while staying abroad only by contacting the ticket office of the station in person, where they will require a ticket on a form and a passport. In order to avoid misunderstandings in the future, before the trip, you should get it at the departure box office, i.e. in the vastness of Russia.

Upon returning home for six months, it is necessary to contact the Russian Railways cash desk to receive money in full with deduction of the amounts of service and reclamation fees. It is possible to return the money spent for e-tickets only at the ticket offices of the Russian Federation.

What is SIOP?

Individual cars are equipped with a control system for boarding people on the train, which allows you to receive timely information online on all actions with tickets. When buying tickets for such cars, one should take into account the impossibility of canceling electronic registration, but there is also an advantage: this system provides the opportunity to always hand over tickets, up to the departure of the train from the passenger boarding point.

Refund on claim

There are separate ticket offices at railway stations that refund money for tickets handed over. When a person does not have time to hand over a ticket due to illness in a certain time, it is allowed to do it later. It is necessary to make a claim and attach a certificate explaining the reason for the delay. After consideration of the claim, the funds are credited to a bank card or issued in cash.

If the train was late due to a tragic accident or getting into an accident, then a claim should be made in the name of the carrier company, which is being considered for six months. In this case, the decision is made by the responsible persons on the issue of the refund of the funds spent for the missing tickets.

How to return tickets in the luxury, SV and compartment-meeting room?

When paying for a full compartment, it is required to return all tickets at the same time. This procedure applies to:

• VIP-car (category «luxury» with service class «1A», «1M» or «1st »);
• salon-meeting room  trains «Sapsan» (car No. 01, seats from 27 to 30 with service class «1P»);
• business class compartments of suburban trains with provision of seats (1P), CB (1E);
• carriage with seating (1B).

The return from the stations of Finland is carried out only with the general delivery of all tickets from the order, subject to a single fare. Information on tariffs, as well as on the class of service, can be viewed on the control coupon.

Return of round-trip tickets

The round-trip fare provides a discount, but allows for the return of both the entire order and scattered tickets. The fares of the purchased tickets are confirmed by a control coupon. First, tickets are returned in the direction of «back ». When the passenger has firmly decided to abandon the trip, then he hands over the tickets in the direction of "there". It is possible to leave a travel document «there » and buy a ticket «back » for other dates, but without a discount.

It is possible to hand over a ticket there without returning the travel document back only after submitting a claim to the carrier's cash desk. In this case, you need to act like this:

• in a free form to make an application and take a confirmation of the refund at the checkout;
• send the confirmation and the application for a refund to the directorate at the address: 196641, Saint Petersburg, Metallostroy settlement, section of the railway "Slavyanka River-power line", a/ya 53. (you can contact in person);
• the money is refunded taking into account the deduction of 20% of the ticket price «back ».

Refund of an unused e-ticket at the non-refundable fare

The return of the full amount of the cost of tickets purchased at a non-refundable rate is allowed in the case of:

• serious injury or death of a person;
• sudden illness of a person or a member of his family;
• not providing the seat specified in the ticket;
• train cancellations or departure delays.

To make a refund, you need to personally approach the ticket office of any station within the time limits set by the carrier, be sure to have a documentary confirmation of the situation that has arisen. If there were tickets purchased at different rates in one order, then a refund is issued for each ticket separately.

In other situations, when handing over such tickets, they can return only the cost of services, for example, for providing food, bed linen, personal hygiene kit, etc., but at the same time they will withhold the claim fee.