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.

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.

Can difficulties arise and how to avoid them?

If you do not want to return the ticket according to the standard procedure, you can use the complaint format. A claim can only be made live at the checkout, and you can write it in the following situations:

the trip did not occur due to a disease that the person could not foresee;
the train leaves in less than an hour, and the passenger does not have registration.

Difficulties may arise with some areas for which Russian Railways sets its own rules. The Russian Railways website usually provides a list of exceptions that passengers can familiarize themselves with.

If there are errors on the boarding pass, you can board the train (if there are no more than one errors), but it is difficult to say whether the money will be returned. There is an option - to give your boarding pass to the conductor to correct the mistake, but even in this case there may be troubles with a refund. There are also some peculiarities with the return of luxury seats, but Russian Railways have identical rules, so you need to adhere to them, and not find out the specifics of each carrier, as happens with air transportation.

You can get legal assistance regarding the return of Russian Railways tickets on our website.

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 fee for returning a ticket or 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

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.

Past the cash register

Now, with its help, you can already buy regular tickets for commuter trains from 24 carriers 10 days before departure. Payment is made by credit card, and you can show the ticket to the controller from your phone screen. Now Russian Railways plans to “implement the function of selling all types of season tickets, including for preferential categories of citizens,” the company explained to RG - Week.

Russian Railways did not specify when exactly the sale of discounted tickets online will begin. The fact is that implementing an idea is not so easy. It is necessary to develop a reliable system for identifying the passenger’s identity and verifying his rights to benefits in absentia. Lists of beneficiaries are stored in the Pension Fund of Russia (PFR). Therefore, the Ministry of Transport is creating the scheme together with the Pension Fund of the Russian Federation, the ministry noted earlier.

For now, you can only get a one-time ticket for trains at a discount or for free. To do this, you need to present documents confirming benefits, the Russian Railways help desk explains.

“That is, the current system for selling discount tickets obliges passengers to come to the ticket office, this is inconvenient,” notes Ilya Zotov, chairman of the All-Russian Association of Passengers, in a conversation with RG. As a result, beneficiaries often receive their ticket not at the ticket office, but on the train, but they pay a fee of 100 rubles to issue it, he adds.

Of course, online sales of train tickets would greatly simplify the task for beneficiaries and make the trip more comfortable. But it’s worth considering various options for purchasing discount tickets online, the expert believes. Often beneficiaries have old phones on which mobile applications do not work. There are visually impaired passengers, and a special version of the service needs to be provided for them, he explains. You need to understand how the discount ticket recognition system will work so that the equipment does not work for the purchased discount ticket. In addition, the current mobile application needs to be improved. Now, to purchase tickets, people are redirected to the websites of suburban passenger companies, Zotov notes.

Electric trains will become more attractive if weekend passes become available

The railways plan to test online ticket sales by the end of 2021. And then they will evaluate the technical capabilities of the system and the demand for the service by the passengers themselves. After this, the sale of discounted tickets online may be extended to other modes of transport. For example, to purchase discount air tickets online, Russians will be able to log in through the government services portal, Deputy Minister of Transport Alexander Yurchik previously reported.

Meanwhile, the Ministry of Transport is preparing other pleasant innovations for Russians using commuter trains. For example, lost or damaged tickets for travel on commuter trains that were not used can be renewed or received a refund. But here it is important that the ticket is issued using a contactless smart card. This can be social, transport, payment cards or electronic devices using automated systems.

The Ministry of Transport proposes to make such changes to the rules for transporting passengers and baggage by rail. The document is currently undergoing public discussion.

There are other proposals. For example, there will be season tickets that cannot be returned. Currently, unused or partially used passes can be refunded under certain conditions. A passenger has this opportunity if he suddenly falls ill, is injured in an accident, or a member of his family dies. Non-refundable passes will cost less than regular returnable travel documents, explains RG - Nedelya in the Central Suburban Passenger In many industries, for example, in air travel, such tickets already exist. Such passes are suitable for those who know for sure that they will take advantage of the day off, which will allow them to travel on weekends and holidays. Such travel documents will be convenient for summer residents, the Ministry of Transport believes.

Passengers will also be able to board the train without a ticket if the station does not have a ticket office or self-service terminal. Then they will be issued a travel document directly on the train or at the destination station, and they will not be charged an additional fee for this.

“The variety of subscriptions, the possibility of choice and return contribute to the growth of the attractiveness of travel on commuter trains for passengers,” notes the Center for Passenger Passengers.

It would be nice if the money was returned remotely, and the person did not have to go to the cashier, Zotov adds.

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.

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.

Is it possible to get on at the next station

If a person is in a hurry to get to the destination station, he can take a chance and try to catch up with his train at the next station.
The passenger must be well versed in the area, because finding the right railway station in an unfamiliar locality often turns into a kind of quest, where even a modern navigator cannot help. In addition, some cities have several train stations, so the passenger must find out where exactly his train will depart from.

If everything goes well, the person has the opportunity to take his place indicated on the ticket. Moreover, the passenger has the right to this even when the conductor has already assigned a ticketless passenger to this seat (unfortunately, such cases occur quite often, as train employees try to earn extra money).

Positive features of such a “chase”:

Significant time savings;
Saving money.

But there are a number of negative points, including:

Additional expenses;
There is a risk of not being on time.

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.

Non-refundable fare conditions

So-called non-refundable fares mean that the passenger will not be refunded the money spent, even if he informs in advance about the cancellation of the trip. An unused ticket will simply be a loss of money. But there are exceptions! In the event of force majeure, that is, illness (of one’s own or loved ones), or injury, Russian Railways tickets can be returned after the train departs. Contact the ticket office within five days after the train departs. But the presence of a good reason will have to be documented.

If the passenger was physically unable to apply for a refund at the specified time or transfer this right to someone else (for example, he is unconscious), you can try to collect the money back after this period. If Russian Railways refuses, you should go to court. If a passenger cannot come in person to return a ticket, but is conscious, he should issue a power of attorney for the person who will apply for a ticket return.

Also, the full cost of tickets can be refunded if the train is cancelled.

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.

The reason is valid, but tickets are not refundable

If a person is not to blame for the flight delay or its complete cancellation, but the operator refuses to return the amount spent on the ticket, it is necessary to make a written claim.

Company employees do not have the right to refuse to review this document. They are also obliged to give an answer to the passenger and clearly state the reasons for such a decision.

The complaint is sent to the station manager - the ticket office employee must provide this information. If a negative answer is received, then you should visit the boss’s office to personally report the illegal actions of his employees. In the application, it is important to correctly refer to the carrier’s Charter and laws.

If a citizen's claim is officially denied, violating the rules and regulations, then the following must be done:

Request a letter indicating the reasons and confirmation with the personal signature of the responsible person, as well as the station’s seal. To get the money back, official evidence is needed, and therefore referring to the words of employees or the boss is pointless.
Use the “virtual reception” and write an application using a special form. This can be done online on the official website of Russian Railways. The procedure will not take more than 10 minutes.
Write an application to Rospotrebnadzor. This organization controls every service that is provided to the population. If it is not possible to visit the structure in person, then it is possible to file a claim through the department’s portal. To clarify the nuances and resolve any questions, you need to contact the staff by phone. The operator will explain the controversial issues in detail and tell you how to proceed further.
Go to court. Although the amount of the ticket may be small, if a citizen is determined to protect his rights, there is nothing left to do but file a lawsuit. But the feasibility of this action is questionable, since the cost of a commuter train ticket is quite low.

If the client decides to sue the Russian Railways company, this can only be done after filing a claim with the carrier. Otherwise, the application will not be considered. This important nuance must be taken into account.

If any controversial issues arise, you can seek a free consultation from the lawyers of our portal.

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.

List of required documents

In order to return a ticket if you miss the train, the passenger must present the following list of documents to the cashier:

a document that identifies a person (passport or birth certificate, if we are talking about replacing a coupon for a minor citizen);
a previously purchased but unused travel pass.

Important! In some cases, a notarized power of attorney may be required to exchange a ticket if a refund or replacement of an unused ticket issued in the name of another person is being made.