Exchange of electronic railway tickets at the ticket office

Documents for re-registration

To exchange an electronic railway ticket, you must personally contact the refund office of JSC Russian Railways or any other ticket office if there is no refund office at the station.

Tickets can only be reissued at the passenger's departure station. This cannot be done in another city. If there are several train stations in a city, you can exchange your ticket at any of them.

You must have with you:

a document whose details were indicated in the order (original passport and birth certificate for children);
printed boarding pass (or 14-digit order number).

If the departure station is located outside the Russian Federation (CIS, Baltic countries), then when contacting the ticket office you need to have a ticket on a form received at the Russian Railways ticket office (in the same way as when returning a Russian Railways ticket on the territory of another state).

Rules for exchanging paper train tickets

The first rule worth remembering is that a travel document cannot be reissued to another person. However, a child ticket can be exchanged for an adult ticket by paying the difference in price.

Secondly, a paper ticket can be replaced with an earlier travel if there are less than 24 hours left before the departure of the train. But this rule only applies to fast and passenger trains.

And thirdly, you can exchange your train ticket for a carriage of a higher or lower class. The main thing is that it belongs to the same carrier. It is allowed to exchange for another seat within the same carriage or for the same train, but in a carriage of a higher class. This rule also applies to children's tickets.

The ticket can be exchanged if the points of departure and destination do not change.

Timing for re-issuance of railway tickets

You can exchange a ticket without electronic registration if there are less than 24 hours left before the train departure and the train has not yet departed from the passenger boarding station.

Exchange of a ticket with electronic registration is possible if there are less than 24 hours and more than 1 hour left before the train departs from the starting station of the route.

If electronic registration has been completed and there is less than 1 hour left before departure, the ticket can only be returned through a claim procedure. In this case, the money will be returned to the card within up to 30 days, so you will need additional funds to pay for a new ticket.

How much money can you get back?

The amount will depend on how many hours before the train departure the travel document was handed over to the ticket office. The ticket price consists of the fee for what the train carries (fare), reserved seat (paid seat on the train) and various fees (service, insurance).

What percentage of the ticket price is refundable?

8 hours before departure the cost of the ticket and reserved seat will be refunded (without commission).
If a travel document is returned by a late passenger in less than eight hours, 60–70% of the cost and 50% of the reserved seat are refunded.
When there are two hours or less left before departure or 12 hours have not passed since departure, 60% of the cost will be refunded (excluding fees and reserved seat).
If more than 12 hours have passed since the train left the station, then by law the carrier has the right not to return the money at all.

For the latter case, there are exceptions that are associated with emergency circumstances: illness of the latecomer, military action or a natural disaster. However, such cases must be documented.

The question is, “Where can I return a ticket?”

Answer: you need to contact the ticket office of the station where it was purchased.

Ticket exchange fee

The fee of JSC Russian Railways for reissuing a ticket from 2021 is 150 rubles 10 kopecks.

When exchanging tickets, all commissions and fees are non-refundable. The ticket price will be refunded minus:

fee of JSC Russian Railways for ticket exchange,
service fee Tutu.ru.

If the train travels to the CIS countries, Latvia, Lithuania and Estonia and the departure station is not in the Russian Federation, then payment for re-registration will be made in the national currency of the state in which the station is located. To request a refund, you must contact the Russian Railways refund office in Russia. You must have a return form and identification document with you.

When exchanging, the money will be returned to your bank card within up to 30 days.

Exchanging a ticket for other dates: step-by-step steps

It is possible to change a train ticket to a different date if the passenger contacted the railway ticket office and paid for the fare in cash.
At the railway receipt payment point you must present:

passport;
travel document;
an application on company letterhead indicating new travel dates.

READ Buying tickets with Russian Railways Bonus points: features, rules

The cashier will take the old ticket and print a new one for a different date. After completing the procedure, you will not be able to get the previous document back. The reservation system will release the returned receipt for sale in 4-6 hours.

You can choose an earlier departure time when there are more than 24 hours left before the train departs. If you need to leave after the scheduled date, then you can exchange the route sheet within 12 hours after the departure of the train. The service applies to high-speed and passenger trains; it is not possible to return or change the pass on commuter trains.

Important! Re-issuance of railway documents is based on returning the old ticket and purchasing a new one. When exchanging, the operation can be carried out using the funds with which the previous route sheet was purchased. You cannot re-post a receipt for another date.

In your personal account on the Russian Railways website, you can return your e-ticket and buy a new one. If the pass was purchased online, there will be no significant monetary losses. The passenger must take into account that the money will be credited to the card account in a few days (maximum 30), so additional funds will have to be paid for a new registration.

Re-issuance of tickets of foreign carriers

It is not possible to exchange tickets for trains that cross the Russian border and go to foreign countries. You can also only return them and buy new ones.

Re-registration is possible for trains traveling with:

Republic of Belarus,
Republic of Kazakhstan,
Republic of Kyrgyzstan,
Republic of Latvia,
Republic of Lithuania,
Republic of Moldova,
Republic of Tajikistan,
Republic of Uzbekistan,
Republic of Estonia.

If electronic check-in is completed and there is less than 1 hour left before departure, it is impossible to return the ticket.
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How to return an e-ticket

Many people buy tickets online. If you do this on the Russian Railways website, you can purchase an electronic ticket here either individually (for a specific person) or for a group of people, for example, for a high-speed train. The following rules apply here:

An electronic ticket for the Lastochka or Sapsan train at a round-trip fare is returned first “back”, then “there”, but subject to cancellation of both directions.
A ticket purchased for a meeting compartment of the Sapsan train can be refunded if all four seats are returned.
On the route Russia - Finland, a refund is possible only in one order, partially, i.e. it is impossible to return one ticket.
If tickets are issued for an international flight in a luxury compartment, only everything can be refunded (for compartment passengers).

Return conditions:

If the return is made eight hours before departure, you can receive the cost of travel and a reserved seat.
If you are late from two to eight hours, 50% of both the fare and reserved seat are refunded.
When there are less than two hours left, only the cost is returned, and the price of the reserved seat “burns out”.

Instructions on how to return Russian Railways electronic tickets are in the video.

All payments can be made using a bank card. When returning tickets for trains traveling to non-CIS countries, if they were purchased online, slightly different rules apply:

If the ticket is returned six hours before departure, both the cost and the price of the reserved seat are refunded.
When a travel document is returned less than six hours before departure, it will not be refunded.

Depending on which direction of the non-CIS the passenger was going to go to, when returning the ticket he will be charged a special fee with a maximum amount of up to 10 euros (depending on the route). That is, when returning a ticket on international flights, you lose more than on domestic flights.

Refunds should arrive in your account within 7–30 days. As a rule, this happens in the shortest possible time.

If this does not happen, you need to contact the bank that issued the card. They will solve the problem and the funds will be credited to your account.

Conflicts

Usually people do not confirm their final destinations with each other and, after moving to the right places, go to bed. If it turns out that one person gets off much earlier than the other, then the new passenger who arrives at his seat will be in a difficult situation. He will see that a stranger is sleeping on his shelf and will begin to be indignant at such confusion.

As a result, the conductor will be involved in resolving the situation, and because of the noise, all the other inhabitants of the car will wake up. A person sleeping in the place of a passenger who got off at an intermediate station will be the culprit of the conflict.

Requirements and conditions for the restoration of travel documents

To obtain a duplicate of a lost train ticket, a number of conditions must be met:

the initial and final stations are Russian (for example, St. Petersburg - Yaroslavl);
the initial travel document was purchased for a train formed by Russian Railways or JSC FPC;
you are in the train departure city. For example, if you bought a train ticket from Moscow to Kaliningrad, you can only restore it at the capital’s station.

The composition was not formed by Russian Railways - the ticket cannot be restored.

If your train ticket is damaged, you must take it to the station ticket office. Provide the operator with information that will help you find out about the date, time and route of the train, and your place in the carriage.

Refund of a ticket before the departure of the passenger train through the ticket office of the railway station

Only the passenger in whose name it was purchased or his legal representative can apply for the return of an unclaimed ticket. It is possible to return a ticket to a third party, but only with a power of attorney.

You can return your ticket at the ticket office of any railway station. It is not necessary to contact the box office where the ticket was purchased. The cashier will need to present:

a ticket purchased at the box office and printed on letterhead, or a ticket purchased online and printed on paper. You can simply tell the cashier the order number placed when purchasing the ticket;
original identification document, the details of which are indicated on the ticket.

An important nuance: when paying for a ticket with a bank card, the funds will be sent to the appropriate account within a period not exceeding one month.

It is more difficult to return a ticket for a train leaving in less than an hour after completing electronic registration. You will need to write a claim.

When the need arises

Those who have expressed a desire to reissue a plane ticket for another person must remember that federal legislation provides for some situations in which it is possible to make adjustments to the travel document without any additional payments or penalties.

According to the legislation of the Russian Federation, you can change a person on an air ticket without charging fines in the following cases:

the occurrence of a serious illness for which flights are prohibited - must be confirmed by a doctor’s certificate;
the death of a close relative, because of which, for example, a person remains, but someone else will fly for him - this is detailed in Art. 108 VK RF.

You can return a ticket without paying fines or losing part of the transferred amount in case of a flight delay or cancellation altogether. Additional reasons include unauthorized changes by airline employees to a passenger's class of service.

It must be remembered that the specified compelling reasons, according to the rules of law, must be supported by documentary evidence. You should contact us to make changes to the purchased ticket or to reissue it no later than the completion of check-in for the flight.

Changing seat in the carriage

Passengers who use the services of the Federal Passenger Company can change their seat in the carriage or change the class of service:

You must present the document for which the ticket was issued to the station ticket office;
Provide an itinerary receipt;
Fill out the Russian Railways proprietary claim form and receive a new travel pass.

We go without any problems

Higher or lower: you can’t change shelves and sit in someone else’s place

Many people buy the first ticket they come across in the hope that they will be able to change places later. It is true that it is difficult for the elderly, parents with small children, pregnant women and people with limited mobility to climb onto the top bunk. But equally fair - according to the law! – and the fact that the passenger from the bottom bunk has every right to refuse to change.

The lower bunk, even during the daytime, is not considered a “common” area; passengers with tickets to the upper bunks can sit on it only with the permission of the person who bought the ticket for this particular seat.

As for luggage, it can again be placed in special compartments in the lower bunks only with the permission of the passenger in the lower bunk.

In most cases, the price of tickets for the upper and lower berths in the same carriage is different. Therefore, passengers who have purchased the most comfortable seats in advance have additional arguments in favor of refusing to “move.”

Of course, life always makes its own adjustments. And passengers can, by mutual agreement, change places. But no one has the right to force you to do this! If your neighbors aggressively demand that you give them a more comfortable seat, call the conductor and show them a ticket that confirms your right to ride in maximum comfort.

What is included in the free services for each train passenger?

As a train passenger, you are entitled to a range of free services. The conductor is obliged to provide you with glasses, cutlery, a shoe brush, a sewing kit and even board games (chess, checkers) upon request! Translating this into practical terms, we note that during the trip you can drink your own tea or coffee, and receive a container for brewing it for free.

The cost of bed linen may be included in the ticket. In this case, you do not need to pay anything extra. And the guide should also lay out the shelf for you if you ask for it!

Relations with neighbors are a delicate matter

Neighbors on the train can ruin the whole trip, especially if we are talking about a reserved seat carriage. Is it possible to find justice for rowdy people?

The direct ban on drinking alcohol, making noise, and disturbing other passengers applies only in urban and suburban transport; formally, it does not apply to long-distance trains. But if the train is the same as a public place, any disturbances of the peace must be stopped (when they do occur).

That is, you most likely will not direct your neighbors sitting peacefully with a guitar and alcohol on the true path of a healthy lifestyle. But if they interfere with your sleep, behave aggressively or show signs of severe intoxication, you can find justice for them - contact a guide for this.

A guide dog can be carried free of charge

Transporting animals is always associated with certain difficulties. For example, large dogs cannot be transported in a reserved seat. But an exception is made for guide dogs that accompany people with disabilities. Such an animal can be transported free of charge. But on the way it should be at the feet of the owner. It is also necessary to put a collar and muzzle on the dog.

Important!

If you are traveling abroad, check separately the requirements for transporting guide dogs in the country where you are going. For example, animals can only be allowed into carriages of a certain class.

Note! If you are bringing a pet (wild animals cannot be transported at all), other rules apply; there are many more restrictions and requirements. When traveling with an animal, you need to carefully prepare and learn all the nuances, only in this case you will avoid problems upon boarding and on the way.

We change the route as desired or necessary

If you purchased a ticket for a long distance, and in the middle of the journey you decide that you really want to interrupt the journey and stay at the next station, you have the right to do so. You don’t have to buy a new ticket - within 10 days you can leave on a train of a similar route from the station where you got off. You will need to pay extra for the so-called reserved seat and a fee for reissuing a ticket.

Important! After you get off the train at an intermediate station, you need to go to the ticket office within three hours and make a stop mark on your ticket.

How much will the exchange cost?

If you carry out the ticket exchange procedure, you need to remember that you need to pay a commission for such an operation, which is a percentage of the cost of the travel document. The commission in practice is one hundred eighty-five rubles. Accordingly, the passenger will be given the final payment amount, which is the sum of the cost of the ticket and the mandatory fee.

The Russian Railways company offers services on the website, including the exchange of travel documents, which significantly simplifies the procedure. This method is available for almost every situation. In addition, the site offers detailed instructions on returning tickets, exchanging them and receiving money paid.

Watch the video. How to issue a ticket refund on the Russian Railways website?

Is it possible to return train tickets to another person?

If registration is completed, you will have to go to the train station at the departure point of the train and hand over your ticket to the railway ticket office.

I have been buying tickets online for a long time, but I have never been able to return a ticket online, as described and advised on the website. Why so many “hows” if there is no such possibility? You succeeded in demonstrating and discrediting your service. I'll go to the station.

Exceptions You can find a more detailed list of exceptions on the Russian Railways website. It happens that a perfectly planned trip suddenly breaks down. You can encounter this at any time: a week before the trip, a few hours before and even after, or being late. There will be no trip, but tickets have already been purchased. Is it possible to return a train ticket if there are no violations on the part of the carrier?

In addition, it will not be difficult to return tickets that you purchased with your friends. It is important that this is done together, on the same train, with the same departure date.

This means that Russian Railways will not legally return the entire amount you paid. You can return purchased travel documents not only in advance.

If travel documents are returned due to illness, accident within 5 days from the date of train departure and cancellation of the trip, the cost of the ticket is paid.

If the ticket has lost its appearance, it must be exchanged in any case. The conductor will not allow the owner of such a document to board the train. If a citizen refuses to go at all, then the damaged document will not be accepted at the ticket office either. To restore his right of way, a citizen fills out an application for a replacement and submits it to the cashier.

Confusion in the event of a disaster

If there is a train accident or any accident inside the carriage, government officials will determine the identity of the person according to the information in the system. As a result, serious confusion can arise.

It is advisable not to exchange shelves with other train passengers unless absolutely necessary. This will help avoid the above problems.

Author: zazazelka
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Exchange Features

Passengers often have to change a ticket for another day that was purchased at the box office or through an online resource in advance. Plans change, life makes some changes. The easiest way is to replace the ticket with another one if the departure date is postponed.

When you need to travel by train across the country or abroad before the scheduled date, you need to find out whether there are still tickets with the required date.

ATTENTION! Railway transport is one of the most popular, it is used by a huge number of people, ticket offices constantly sell paper and electronic tickets in advance.

Therefore, it is possible that problems with the exchange may arise if you need to leave earlier than planned. There are a number of other conditions under which an electronic or paper ticket is replaced for a date that is closer to the previously selected one:

Replacing a ticket with a different number is carried out only for trains of certain categories - passenger and fast. If the train is urgent, it will not be possible to reissue a ticket for another, closer date.
There must be at least a day left until the day chosen for the trip.

Reissuing tickets for another date may involve paying a commission. It is not possible to re-issue a ticket for another person; this information on the ticket form cannot be changed. You need to find out how much it costs to reissue a travel document at the railway station information desk.

Exchange for paper version

The electronic travel pass is very convenient. To board the train using it, you need to download the web version to your phone and show it at the entrance. Through the barcode, the employee will receive all the necessary information about the passenger. After this, you can settle down on the train.

Additionally, you are allowed to print an electronic receipt on a printer, then present the barcode upon boarding. In both cases, you must have a passport proving your identity.

But there are people who still do not trust online travel cards. Therefore, after booking or purchasing, they want to exchange an electronic ticket at Russian Railways for a paper one. This operation must be carried out in a timely manner. The best option is at least 60 minutes before departure.

If you lose your already printed ticket, you won’t be able to get seated in the carriage using the electronic template. You will have to print out your boarding documents again.

This is another advantage of the virtual option - preventing the loss of a coupon. All data is stored via email. Even if you forget your phone with your ticket at home, you can use any device with Internet access to show the information to the station employee.

How to print?

To receive a printed version instead of an electronic ticket, a passenger can use two methods:

Go to the cashier and indicate the number that is written at the top of the electronic page. You will also need to present your passport so that the company employee can verify the authenticity of the documents. After this, a Russian Railways employee will print out the ticket and you can go to the train.
Each train station has a special terminal for printing. There you can do everything yourself.

To carry out the procedure, you will need to select a passport or any other ID from the proposed list as an identity document. All options are indicated in the terminal. Enter the data in the required column, and on the next page - the travel document number. It will take a few minutes to print.

When the device begins to function, a person will hear it by a characteristic sound. When the document is ready, you need to pick it up from the window at the bottom of the machine.

If a person ordered several travel passes for different people, then it is not necessary to enter the passport details of each citizen. All you need to do is provide the details of the main passenger and the secondary tickets will also be printed.

But at the same time, in order to receive a return travel document (if it was ordered), you need to re-enter the information and select the date of departure.

When the station has a terminal for printing, the registration procedure through the cash desk may be paid. It is not difficult to exchange a Russian Railways ticket purchased online for a printed one; it is only important not to make a mistake with the information.