Although the Russian Railways train schedule is quite stable, life still sometimes makes its own adjustments. There are many emergency situations, the most common ones are that the train has been rescheduled, cancelled, or delayed. Anything can happen to passengers on the road: someone forgot their luggage, someone got off at the wrong station. Yes, any person needs advice from time to time, even if it’s just to find out if there is a train on the route and when it departs.
Previously, getting through to an operator required boundless patience, because not everyone could constantly listen to busy tones on the handset and dial a number for the hundredth time. Plus this is time, and there is never enough of it. Now a hotline has been launched for Russian Railways passengers, where the operator quickly and fully answers all questions.
The legislative framework
You are a consumer - a passenger to whom Russian Railways JSC provides transportation services, and you have every right to demand proper performance of duties.
This area of legal relations is regulated by the Federal Law “On Railway Transport in the Russian Federation” dated January 10, 2003 N 17-FZ, which defines the basic requirements for carriers, and Federal Law No. 18-FZ “Charter of Railway Transport of the Russian Federation” dated January 10, 2003 is also in effect.
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The second document is more important for passenger transportation. The rules for transporting passengers and cargo are fixed here. If problematic situations arise, a citizen must argue his position based on the provisions of the specified regulatory act.
Contractual legal relations are documented. The ticket is a confirmation of the obligations of Russian Railways. The most common conflict situation is poor quality service.
About Russian Railways
JSC Russian Railways needs no introduction. The company, established in 2003 and becoming the legal successor of the Ministry of Railways, successfully manages the extensive railway network of the vast country. Every citizen of Russia has traveled by train at least once and has had time to evaluate the quality of the work of railway workers. Russian Railways ranks first in the world in energy efficiency, environmental conservation and safety. More than 1% of the country's working citizens are employed in the railways. The company has over 520 long-distance trains at its disposal; the volume of cargo transportation is constantly growing and amounts to more than a billion tons per year. The company launches various programs that are aimed at ensuring the convenience of passengers. Her motto: “We change for you.”
Reasons for filing a complaint
Being late is the most common violation, but it is almost impossible to prove and get compensation.
There is no point in sending letters: the carrier can refer to force majeure. Appealing decisions in such cases is useless.
To the cashier
The cashier acts on the basis of the job description. It is presented upon request; it is an internal regulatory document that must be publicly available.
Most often, unpleasant situations arise if an employee refuses to accept a credit card or a certain bill. He is required to wear an identification badge.
If the attitude was unprofessional, contact management and report the incident.
The cashier’s main responsibility is to provide correct information about the schedule in a polite and courteous manner, to correctly issue a ticket or issue a refund. He must clearly and reasonably state the price of the ticket and additional options (bed, tea, luggage).
Feel free to check your travel document. If there is a similar service, but there was no consent to purchase it, ask to reissue the ticket: they do not have the right to refuse you.
You can avoid such conflicts by ordering the service through the online cash register on the official website. This is the most convenient way to purchase tickets without personal communication.
For the controller
There is no provision in the legislation allowing private companies (Russian Railways and its branches) to levy fines for ticketless travel.
Note : the internal rules of private companies must comply with current legislation. In reality the situation looks different.
The main thing in communicating with controllers is not to transfer funds to them without documentary evidence. When you pay for your fare, you will be given a ticket with the exact amount indicated.
Per conductor
Their main duty is to transport the passenger comfortably to their destination. The carriage accountable to the employee must meet established sanitary standards. Failure to comply with legal regulations is grounds for a complaint to management, who will consider it in order to improve the quality of service.
Air conditioning on trains must work properly in summer and heating in winter. Inadequate fulfillment of these requirements is a reason to contact the train manager, the first contact person in the chain.
Passenger hotline
The toll-free number +7 (800) 775-00-00 . You can call and inform about the incident, describe the situation and leave a complaint that must be considered.
For reference: the telephone number indicated above is the hotline of JSC Central Suburban Passenger Company, which services short-distance electric trains.
The CPPC website has a feedback form where you can leave your contact information and a brief summary of your request.
In what situations will specialists not be able to help?
If a passenger needs to book tickets, it is unlikely that it will be possible to do this through the Russian Railways Hotline. It is better to go to the station where you are staying.
Employees of Russian Railways have their own telephone number to resolve any issues that may arise. All company employees from any corner of the country can access it. In addition, nothing prohibits employees from contacting the hotline in the standard manner. Such claims usually relate to violations of labor rights.
Where to complain
Passengers contact us according to the “one window” principle. This simplifies the process, but processing such complaints takes significantly longer.
To the official website of JSC Russian Railways
If the conflict is more serious, file a complaint. It is sent through the feedback window on the Russian Railways website.
Prepare thoroughly and stock up on evidence. Specify the name of the employee against whom the complaint arose and record the date and time of the incident. If possible, use photo or video recording: in the event of a trial, confirmation of your words is necessary.
The site has an option for attaching files, they will definitely be taken into account.
To Goszheldornadzor
There is an option to submit an appeal to Goszheldornadzor. The direction of such a claim is regulated by Order of the Ministry of Transport of Russia dated January 31, 2014 No. 27, which is still in force today.
To the Department of Rospotrebnadzor for Railway Transport
Make a written statement describing the situation that happened addressed to management. There is also the Rospotrebnadzor Department for Railway Transport, which is entrusted with the function of monitoring the quality of transportation and its hygiene.
To the transport prosecutor's office
The highest level of supervision is carried out by the transport prosecutor's office. A claim is filed here if you have suffered from the actions of Russian Railways management or ordinary employees. For example, there was a significant flight delay.
Grounds for complaint
In most cases, complaints about the work of Russian Railways arise for the following reasons:
- inadequate quality of services (non-functioning carriage infrastructure: for example, heating or toilets);
- violation of sanitary or technical standards;
- rudeness or incompetence of company employees;
- selling tickets without benefits in cases where they are provided , or imposing additional ]insurance[/anchor], linen, etc.);
- sharp and unreasonable rise in prices;
- unsatisfactory condition of platforms and railway platforms.
There may also be other circumstances that need to be considered on an individual basis.
If the client has suffered significant material damage or harm to health, the complaint will have to be written to the prosecutor's office and then filed in court.
To file a complaint with the prosecutor's office and subsequent trial, it is necessary to have evidence of a violation. Otherwise, there may be no grounds for conducting an inspection.
How to write?
Submitting complaints of this kind requires special legal assistance. Litigation regarding the protection of passenger rights is not very common and does not have sufficient legal precedent. Canceling a flight after the fact is a violation of contractual obligations, but rarely does anyone go to court to seek justice.
The appeal will not be ignored if you clearly argue your position and inform about what rights were violated - this will increase the chances of a successful outcome of events.
A positive decision will ensure that the request is targeted. Check the contacts and information about the manager of the employee against whom you have a complaint.
A registered letter will give you confidence that your request has been received. After sending it, call the department office back and check the incoming correspondence number: this will make it possible to find out in the future at what stage the review is at.
Feel free to call and ask clarifying questions. Correct communication with Russian Railways employees will allow you to get a final decision faster.
Please note! A nuance that should not be overlooked: what kind of compensation will suit you.
If the situation takes a conflicting turn and the application is left unsatisfied, then a personal reception of citizens by the company’s management is a possible way out.
The online reporting service allows you to record all incidents and resolve them with the greatest benefit for both parties.
Please note that 24-hour reception is carried out through the Russian Railways website, there are also telephone numbers where you can make an appointment and receive the necessary information
Help Center
The single help center operates 24 hours a day.
The call is free for all mobile operators from anywhere in the country. Calls are processed by operators with a staff of more than 2,500 people. Over 10 million passengers visit the center every year. Anyone who contacts the one-stop center receives quick assistance, and the wait for a response does not exceed 1 minute.
The help center has a robotic voice recognition system for asking questions, but the program is currently being improved for more efficient operation.
What to do if your request is not satisfied?
If you decide to go all the way, all that remains is to formally go to court. Any claim has a statute of limitations, and delay reduces the likelihood of an effective decision in your favor.
Not every court will be able to ensure prompt consideration of your claim. Most often, a case comes to court if there has been a significant violation of the passenger’s rights on the part of the carrier, for example, refusal to transport a disabled person to the place of departure of the train or significant damage to property or health during the trip.
Any of the described methods of protecting interests in relations with Russian Railways can be effective, the main thing is to follow the rules of the law. Practice shows that it is possible to receive compensation.
Compilation rules
Before you can complain about your rights being violated, you will need to create a written document for transmission.
The official form is not legally established. Therefore, you can file a complaint arbitrarily. The document has several sections.
- The header contains the full name and legal address of the organization to which the application is being submitted. The citizen’s personal information is also noted: first name, last name, patronymic, home address, contact phone number, email address.
- The main part describes in detail the situation that occurred. It is necessary to note which division of Russian Railways violated the rights of the citizen. If the employee’s details are known, they are also recorded.
- The following are the requirements for the regulatory authority. It is necessary to note what measures should be taken against violators.
- After compilation, a date and signature are placed.
The complaint should not contain emotional expressions, obscene words, or insults. It must be drawn up clearly, citing only reliable facts.
