Procedure for returning train tickets

In order to prevent the spread of coronavirus infection (COVID 2019), some passenger trains will be suspended until further notice.

In this regard, the return of the service fee occurs without deductions.

Any trip can be disrupted. To ensure that the funds paid for the ticket are not lost, it must be returned immediately. A train ticket purchased on the website https://pzd-online.ru can be returned both at the station ticket office and using the corresponding function in the website’s Personal Account. Returning a travel document online significantly saves passengers time, but it is only possible in cases where:

The ticket was purchased not at the ticket office of the railway station, but on the website https://pzd-online.ru.
Payment for travel was made using a bank card.
A paper copy of the ticket was not issued at the station ticket office.
If you complete electronic registration, there is an hour left before the train departs from the starting station of the route. If the electronic registration procedure has not been carried out, then there must be at least an hour left before the train departs from the ticketed passenger boarding station.

In other situations, you can return a ticket and get a refund only by contacting the station ticket office directly.

Step-by-step procedure for returning a ticket purchased on the website https://pzd-online.ru

Log in to your Personal Account at https://pzd-online.ru;
Select the order for which you want to issue a return;
Click on the active button “Select tickets for return”;
Select the passenger whose ticket is refundable, or the “all tickets from the order” item if the trip is canceled for each passenger of the order;
Select the “Make a return” option.

It is very convenient that you can return all the tickets from your order, or only some of them.

Answers to popular questions

The purchase was made at a non-refundable rate. Will the money be returned?

No, except in cases of sudden illness, death of a loved one or flight cancellation.

Will a refund be issued after the train has departed?

Yes, you can. You should contact the cashier with documents and fill out an application, indicating the reasons. If more than 12 hours have passed since the start of the trip, a claim is filed instead of a statement.

What should I do if I want to return my boarding pass for the train, but I am abroad?

You should go to the ticket office and present your boarding pass and passport. If the pass was purchased in Russia, everything will be processed upon return.

Is it possible to return a ticket purchased with reward points?

You can, but only in your personal account.

The train was delayed on the way due to the fault of the company, I was late for an important meeting. Can I claim money from the carrier?

You can by filing a claim. In case of significant financial damage, the passenger has the right to demand monetary compensation in pre-trial or judicial proceedings.

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.

How to issue a power of attorney

Only in writing. Transferring authority orally is not permitted. It is recommended to visit a notary office; you can choose any one. Explain to the notary why the trust deed is needed. An employee of the notary office will correctly draw up the document and explain the legal consequences of the transfer of powers. He will also check the documents of both parties.

Sample deed of trust

A sample power of attorney for the transfer of powers looks like this:

Power of attorney for return of Russian Railways ticket sample

Duration of the power of attorney

It can be any - it is established by agreement of the parties. The eligibility period begins on the calendar date of registration, so it is mandatory to indicate it. If the principal has not specified the validity period, it will be considered one calendar year from the date of registration.

The principal has the right to issue a one-time power of attorney - that is, to indicate a specific date when the order must be executed. On other days the document will not be eligible.

If you do not specify the calendar date of execution, the power of attorney will be considered invalid. It is recommended to indicate the deadline - for example, a month from the date of registration. Once the flight is completed, you will not be able to get a refund for the ticket.

Procedure for refunding a returned ticket

If the ticket was purchased on the website https://pzd-online.ru and paid for:

by transfer from a bank account or card - the money will be returned to the corresponding account or card within 30 calendar days.
gift certificate - a new gift certificate will be issued within 30 days, the denomination of which will be equal to the cost of the unclaimed ticket minus the service fee for return.
a gift certificate and a bank card at the same time - a new gift certificate will be issued for the amount paid for the ticket with a certificate, the additional funds paid for the returned ticket will be returned to the bank card, minus the service fee for processing the return. If the amount of funds to be returned to the bank card is not enough to charge a service fee for returning the ticket, the corresponding amount will be charged from the face value of the newly issued gift certificate.

Refunds for tickets purchased at the station ticket office are made:

within thirty days if it was paid using a bank card;
immediately if payment was made in cash.

An important nuance: the cashier may not always immediately give the passenger the funds spent on the purchase of a ticket paid in cash.
There are cases when the waiting period for money increases to 60 calendar days, since the ticket is refunded based on a claim. You can file a claim with the help of a train station cashier.

How to exchange a ticket

If you want to change your seat, carriage or train, return your ticket online and buy a new one. At the same time, you will not be refunded the Russian Railways ticket return fee and the Tutu.ru service fee. Learn more about how much money you can get back

Tickets can only be exchanged at the ticket office at the station. When exchanging money, the money is returned to your bank card within up to 30 days, as with a regular return. More information about ticket exchange

What amount is refundable for a returned ticket?

The price of a train ticket is a combination of the cost of transportation (that the train is traveling) and the cost of a reserved seat (in other words, a seat in the carriage). The ratio of the cost of a reserved seat and transportation is always different and depends on the specific train.

The passenger should be aware that when returning a ticket, the following amounts are deducted from its price:

203 rubles 50 kopecks – Russian Railways fee for returning a ticket for a train running in Russia. This amount is not collected from tickets whose price is lower than the fee.
10 euros – Russian Railways fee for returning an international train ticket.
Service fee for the site https://pzd-online.ru.
Payment system commission.
Fee for processing a return via the website https://pzd-online.ru.

Ticket price, in rubles	Fee for processing a return through the website, in rubles
Less than 1100	0
1100–1700	40
More than 1700	90

How to return a non-refundable train ticket

In most cases, it is not possible to get a refund for an unused non-refundable ticket. Only the cost of paid bed linen and Russian Railways services (carriage of animals, additional luggage, insurance; ordered meals that were not included in the ticket price) will be refunded. The easiest way to request a refund for bed linen and Russian Railways services is on the Tutu.ru website or app. To do this, go to the “Orders” section in your personal account, select the desired ticket and click the “Make a return” button.

At the same time, you will be charged a Russian Railways fee for processing the return (from January 1, 2021, 2 rubles 20 kopecks). The fee is not charged if its amount is less than or equal to the cost of paid bed linen and Russian Railways services. Also, the payment system commission, Tutu.ru service fee, and the fee for processing an online return are not refunded. If you wish, you can also return your train ticket at the Russian Railways ticket office.

It is possible to return part of the cost of a non-refundable ticket in rare cases and only through a claim. Read more in the article

For trains in Russia

The remaining amount to be refunded varies depending on the time remaining before the train departs.

Number of hours before departure	Amount to be refunded	Peculiarities
More than 8 hours before the train departs from the departure station indicated on the ticket	Approximately 75–90%* of the entire ticket price	Commission and service fees are non-refundable
There are two to eight hours left before the train departs	Approximately 60–70%* of the entire ticket price	The entire fare is refunded and only 50% of the cost of a reserved seat; commissions and service fees are non-refundable
If there are less than two hours left before the train departs or no more than twelve hours have passed since departure	Approximately half* of the entire ticket price	The entire cost of travel is refunded; the cost of a reserved seat, as well as commission and service fees are non-refundable
More than twelve hours have passed since departure	The ticket is non-refundable, with the exception of a medical certificate of illness that prevents travel	—

* The indicated percentages are conditional; the actual amount of funds to be refunded always depends on the cost of the ticket.

For trains numbering 7000 with provision of seats

Interregional electric trains, which are popularly called “express trains,” run between major cities. A ticket for any of them can be purchased both at suburban ticket offices and long-distance train ticket offices, and on the Internet.

When returning a ticket for one of the fast trains, carriers retain 50 rubles as a fee for returning the ticket. The service fee of the website https://pzd-online.ru and the commission of the payment system through which the payment was made will not be returned to the passenger.

Remaining time before departure	Refunds	Peculiarities
More than two hours before the train departs from the station indicated on the ticket	Almost the entire* ticket price	Service and fees will not be refunded.
Less than two hours before departure	Half* the cost of the entire ticket	The entire fare and only half the cost of a reserved seat are refunded; commissions and service fees are non-refundable
After the train departs from the departure station indicated on the ticket	The ticket is non-refundable	—

* The portion of the ticket price to be refunded to the passenger depends on the specific situation.

Submission algorithm

To return a ticket, you must have in your hands the travel document itself, the passport of the person handing it over and the passport of the failed traveler. If a set of travel passes was purchased together, and they are handed over by the person who was also supposed to travel on the same train, then a power of attorney may not be required.

You also do not need a trust document if the ticket is being returned for yourself, a child or a close relative. In other cases, a power of attorney is required. The exact procedure depends on where the ticket was purchased - at the station ticket office or online. The money will be returned the way it was paid - in cash or by bank transfer. When receiving cash at the cash desk, the corresponding authorities must be written down in the “body” of the trust document.

At the register

You need to visit the railway station of the direction in which the ticket was purchased and find a return ticket office. The cashier must present your passport, ticket and the passport of the person for whom the refund is being made. If necessary, a power of attorney is provided.

Important! Full price will not be refunded. You can return your ticket a maximum of an hour before the train departs - if the train has left, nothing will be returned. If the trip did not take place due to illness or other conditions, documentary evidence must be provided. Then an additional 5 days will be allocated for returns.

If the travel document is lost, you should not expect a refund, since only the failed traveler himself is to blame for the situation that has arisen. The money will be returned to your hands through the cashier. This power must be specified in the power of attorney.

You can return your e-ticket through the ticket office. It is enough to tell the cashier an identification code consisting of 14 numbers. You can return your electronic travel pass at the ticket office:

If electronic registration has not been completed.
If registration has been completed, but there is more than an hour before the train departs.

You must have with you:

Original power of attorney.
A copy of the passport of the person making the return.
A copy of the passport of the person who was unable to travel.
The ticket itself.
Receipt, if one was issued upon purchase.

The cashier will carefully check the documents. If no questions arise, the ticket will be returned. Funds will be returned to the buyer in the same way the payment was made.

Electronic

Today, many travelers prefer to buy tickets online. This saves time; you can choose the train, carriage and seat yourself. This travel document can also be returned.

The following actions must be taken:

Log in to the carrier’s personal account. As a rule, this is Russian Railways.
Select the “My Orders” tab.
Next is “Ticket Status”.
After “Return Processing”. Here you need to select the travel documents that need to be returned.

If several were purchased at once and all are subject to return, then this can be done at the same time. The funds will be returned to the card.

For trains departing to neighboring countries

You cannot return a ticket for such a train if electronic check-in has been completed and there is less than one hour left before the start of the flight.

Time before train departure	Amount to be refunded	Peculiarities
More than a day left before departure	Approximately 75–90%* of the entire ticket price	Commission and service fees are non-refundable
6-24 hours left before departure	Approximately 60–70%* of the entire ticket price	The entire fare is refunded and only 50% of the cost of a reserved seat; service fees and commissions are non-refundable
There are less than six hours left before the train departs and no more than an hour has passed since its departure	Approximately half* of the entire ticket price	The fare is refunded; the cost of a reserved seat, commissions and service fees are non-refundable
More than an hour has passed since departure	The ticket is non-refundable, with the exception of a medical certificate of illness that prevents travel	—

* The indicated percentages are conditional; the actual amount of funds to be refunded always depends on the cost of the ticket.

Contents of the document

The following information must be reflected in the form of the trust document:

Title of the document;
date and place of its preparation;
information about the principal and attorney;
the place where the ticket is planned to be returned;
details of the purchased ticket;
actions that need to be performed to execute the order.

Mandatory information about the principal and attorney must contain the following:

Full Name;
date and year of birth;
passport series and number;
data of the institution that issued it;
date of issue;
place of registration.

Everything related to the purchased ticket is entered from the information it contains:

name and type (full, children's, etc.);
series and number;
flight code;
departure time;
seat number, for train tickets – carriage;
price.

IMPORTANT! To return a child's ticket, a power of attorney is drawn up by one of the parents, with the obligatory indication of the personal data of the child for whom the travel document was purchased.

Read about the requirements for the content and execution of a power of attorney here.

The nuances of returning a ticket for trains traveling to other countries

Refunds of tickets for such trains are carried out only through international ticket offices. By the way, not every station has them.

A ticket can only be returned upon claim in cases where there is less than an hour left before the start of the flight, but no more than 6 hours before the train departs from the station indicated on the ticket as the “departure station”.

Return time	Refundable funds	Peculiarities
There are at least six hours left before the train departs from the passenger station	Approximately 75–90%* of the cost	Commission and service fees are non-refundable
Less than six hours before departure	The ticket is non-refundable, with the exception of a medical certificate of illness that prevents travel	—

* The indicated percentages are conditional; the actual amount of funds to be refunded always depends on the cost of the ticket.

How to return a ticket after the train has departed

If you miss the train, you cannot return your ticket online. You can only return your ticket to the Russian Railways ticket office. If there is a separate return desk at the station, then you need to go there.

Note:

After the train departs, you can return your ticket only at the station from which you were planning to leave (the boarding station).

Before the train departs from your station, the ticket can be returned at any station where the ticket office is connected to the ticket booking system. Today, the vast majority of cash desks are connected to the system. The list can be clarified on the website of JSC Russian Railways.

Features of return for trains within the Russian Federation:

0-20 minutes after the train departs from your station - refund on claim;
20 minutes - 3 hours - regular return (money will be returned to the card within up to 30 days);
3 hours - 12 hours - return on claim.

Find out more about how to return a ticket after the train has departed.

Refund of tickets by a passenger not in Russia

You need to contact the ticket office of the railway station at your location. You will need to present a ticket printed on Russian Railways letterhead and the identification document indicated on the ticket. The passenger is given a special form with a note indicating the cancellation of the ticket.
Upon arrival in Russia, you must contact the Russian Railways ticket office (but no later than six months from the return of the ticket). You must present the cashier with an identification document, a ticket on Russian Railways letterhead and a ticket cancellation form received at a foreign ticket office.

Before the train leaves the passenger boarding station, a return mark can be placed at any ticket office in any country. But if the train has already left, then only at the passenger boarding station.

An important nuance: to return a ticket for an international train purchased at a foreign ticket office, you should contact the exact ticket office where the ticket was issued.

What should I do if I can’t process the return in person?

Russian Railways rules establish that a citizen must apply in person to resolve the issue. But the person for whom the coupon was purchased can draw up a notarized power of attorney for a family member or friend to help return the money.

If there is a power of attorney, the attorney only needs to go to the ticket office with a passport and travel card.

You can simplify everything and submit an application electronically on the Russian Railways website using your personal account. You need to enter your registration data, phone number and email, to which the carrier will send a response based on the results of consideration of the application.

Ticket return by a third party

A ticket can be returned not by the passenger who issued the ticket, but by another person only at the station ticket office. In this case you will need to present:

A ticket on a form or a boarding pass (you can use your order number).
Original identification document of the applicant.
A power of attorney indicating the authority to return the ticket and receive funds for it.

Only the presentation of a power of attorney written by the passenger himself is allowed. The text of the document must indicate the full name, date of birth, passport details of the passenger and his authorized representative, as well as the corresponding authorities; at the end of the document a signature and date are affixed.

Exchange of Russian Railways ticket with error

When applying for an electronic travel pass, you may make one mistake in your full name and one incorrect number when entering your passport details. If there are more than 2 errors, you will have to return the electronic ticket using the functionality of your personal account on the official Russian Railways website, or visit the station ticket office.

Changing personal data is a paid service. This can be done not only by the cashier, but also by the head of the train, if you have time to contact him before departure. The correction is carried out in a special terminal and they charge 200 rubles for it.

If there is an error in the date of birth, and it does not affect the tariff category or benefit, then it is not counted during the check.

Ticket refund due to passenger illness

If a refund is necessary due to illness of a passenger, he must go only to the boarding station indicated on the ticket.

The cashier will need to present the following documents:

An identification document, the details of which are indicated on the ticket;
Train ticket printed on letterhead (if purchased at the ticket office) or state the order number (if ticket purchased on the website https://pzd-online.ru);
a certificate from a doctor or sick leave confirming the fact of illness.

At the box office you will need to fill out a special return application. The cashier will issue the form and will help you enter all the necessary data.

An important nuance: ticket refunds due to illness are carried out only on the basis of original medical documents confirming the presence of the disease in the passenger.

A country	Ticket return period (relative to train departure)	Refunds	Waiting period for funds to be deposited into a bank account
Russia	5 days	Approximately half the cost of the entire ticket	up to 60 days
Near Abroad countries	10 days	Approximately half the cost of the entire ticket	up to 210 days
Far Abroad countries	30 days	Ticket price minus refund fee	up to 210 days

The time it takes for funds to arrive in the passenger’s account depends on the time allotted for consideration of the application and the time allotted for transferring funds from the carrier’s account.

If the ticket was purchased from a private carrier

Flights to certain destinations are carried out by private carriers: TKS JSC, TK GRAND CJSC, TVERSK LLC. In this case, you need to fill out an application and send it to the organization, providing an additional supporting document issued at the Russian Railways ticket office.

The application must provide the following information:

Carrier name;
Travel card details;
Date of travel;
The reason for petition;
Phone number;
Card details for receiving money;
Applicant's signature.

Sample application for a refund for a train ticket: