Is it legal to return a bus ticket back to the ticket office? Can I get my money back if I miss my flight?

Return before bus departure

There are 2 ways to request a ticket refund online.
1. Log into your personal account on the website or in the application, go to the “Orders” section and click the “Return ticket” button.

2. Open the ticket email we sent you after your purchase and click the "Return Ticket" button.

Please note that from the letter and personal account you can only issue a refund for the entire order. If you need to return some tickets from your order, write to

Registration of a return on the website

This option is preferable, however, the return period on the site is time limited. Refunds of tickets through the website are possible from the moment of purchase and stop 15 minutes before the bus departure. If the flight is canceled and we have the technical ability to find out about the cancellation, then a refund through the website is possible even after the departure time. The procedure for returning after the departure time is different at different bus stations; it is described on the bus station page and directly in the itinerary receipt of the electronic ticket.

To apply for a refund through the site, you need to go to the e-traffic.ru website, log in, go to the “My tickets” page and click on the Return link next to the ticket that needs to be returned. You will be asked to complete a return application. The status of the application after submission can be tracked on the “My Returns” page.

The application is processed automatically, within a minute after its submission. If the operation was successful, then we receive the estimated refund amount from the bus station, transfer it to the buyer and send a notification about the refund to the buyer’s email. If the payment was made from a bank card, then the refund should be credited to the card within 1-5 days after the transfer. The delay in crediting is due to the peculiarities of the interbank payment system. The money is returned strictly to the bank card from which the payment was made. If payment for the order was made through the Qiwi payment system, then the refund is made to the buyer's QIWI Wallet. Even if the payment was made from a mobile phone. This is a feature of the QIWI payment system.

If any technical difficulties arise while processing the return, the return application will be processed manually by site staff. Often, to complete the operation, we need the help of bus station employees and therefore you should be prepared for the fact that your application will remain without progress on weekends.

Return after bus departure

Reasons for returning may be late bus departure, illness or accident. You can return your ticket a maximum of 3 hours after the bus departs.

If you are late for the bus, contact the administrator (duty) of the bus station or the ticket office and ask to make a note about the delay on the route receipt.

The fact that you are late must be officially confirmed by the bus station. Send a written request for a refund for an unused ticket to, attach a scan or photo of the itinerary receipt with the bus station mark to the application.

In case of illness or accident

You must provide documentary evidence - a certificate of illness or an accident report.

We will process your telephone request no later than 10 days. Processing usually takes 1-2 days.

Once the application has been processed, our employee will contact you and discuss the details of the return. The money for the order will be returned in the same way it was paid for.

Wait for the money to be returned - this happens within 30 days, the period depends on your bank.

Information

Registration on the website to purchase an electronic ticket
Buying an e-ticket
Documents that can be used when purchasing a ticket
Personal Information
Ticket return
Application for ticket refund
Carriage of children traveling with a passenger
Crossing the state border when traveling on international routes
Transportation of baggage and hand luggage. Requirements for baggage and hand luggage
Transportation of animals
Boarding the bus
Preferential ticket return
Online consultation with a therapist for 5 days

Registration on the website to purchase an electronic ticket

To view information on purchased tickets, a user’s personal account is created on the website.
A personal account is created automatically at the time of issuing the first ticket, or when registering a user before issuing the first ticket. To enter your personal account, use the email address and password specified by the user.

Buying an e-ticket

According to paragraph 4 of Art. 20 of the Federal Law of November 8, 2007 No. 259-FZ “Charter of Automobile Transport and Urban Ground Electric Transport”, it is allowed to use tickets indicating part or all of the details in electronic form. Mandatory ticket details are listed in Appendix No. 1 to the Rules for the transportation of passengers and baggage by road and urban ground electric transport (approved by Decree of the Government of the Russian Federation dated October 1, 2020 No. 1586).

An electronic ticket is a transportation document certifying the conclusion of a contract for the carriage of a passenger, which contains all the necessary details required by law.

Purchasing a ticket on our website is carried out using electronic payment systems. All necessary information about transportation and passengers in electronic digital form is stored in an automated ticket sales system.

An electronic ticket is issued and sent to the passenger electronically via telecommunication channels and is available for printing on paper.

Any person can buy an electronic ticket, but only the person whose personal data is indicated on the ticket can use the electronic ticket.

If the information in the electronic ticket and the passenger’s identification document differs, the ticket will be invalidated and boarding the bus will be denied.

Attention!!! The person issuing the electronic ticket is responsible for the correctness of the travel details and personal data. Please check the information you entered carefully before confirming your purchase!

Ticket sales on our website begin 30 days in advance and end 2 hours before the bus departs on the route. This is due to the need to exchange data between information systems and obtain confirmation of the actual payment through electronic payment systems.

Documents that can be used when purchasing a ticket

When purchasing a ticket, you can use the following identification documents:

— passport of a citizen of the Russian Federation;

— seafarer’s passport;

— general foreign passport of a citizen of the Russian Federation;

— passport of a foreign citizen;

— birth certificate (for children under 14 years of age);

— military personnel identification card;

— identity card of a stateless person;

— temporary identity card issued by internal affairs bodies;

— military ID of a conscript;

— residence permit of a foreign citizen or stateless person;

— certificate of release from prison;

— passport of a citizen of the USSR;

— diplomatic passport;

— service passport (except for a sailor’s and diplomatic passport);

— certificate of return from the CIS countries;

certificate of loss of passport.

Personal Information

According to Article 6 of the Federal Law of June 27, 2006 No. 152-FZ “On Personal Data,” the processing of personal data is permitted, in addition to other cases, when the processing of personal data is carried out with the consent of the subject of personal data to the processing of his personal data, or is carried out processing of personal data subject to publication or mandatory disclosure in accordance with federal law.

In accordance with Article 11 of the Federal Law of 02/09/2007 No. 16-FZ “On Transport Security”, when issuing travel documents (tickets) to passengers traveling in international traffic and intercity traffic between settlements located on the territories of different constituent entities of the Russian Federation, transfer The following data is included in automated centralized databases about passengers and personnel (crew) of vehicles:

— last name, first name, patronymic (if available);

- Date of Birth;

- type and number of the identity document used to purchase the ticket;

— point of departure, point of destination, type of route (direct, transit);

— date of travel;

- floor;

- citizenship.

When registering on the site and purchasing an electronic ticket, you confirm your consent to the processing of personal data.

Ticket return

Refunds of tickets at the passenger's initiative are carried out on the website in your personal account. A personal account is created automatically when purchasing an electronic ticket; a link with access is sent to the specified email address. It is also possible to restore access to your personal account using the “Reset Password” by specifying your email address. This mailbox will receive a link with access to your personal account. If the electronic ticket is not displayed in your personal account, an application for a refund of the electronic ticket is accepted at the ticket office of bus stations in the Krasnodar Territory. In case of flight cancellation, an application for a ticket refund is accepted at the ticket office of bus stations in the Krasnodar Territory.

If you have any questions, please contact the specified number 8-918-1400-212 8:00 to 16:00 Mon-Fri (from 16:00 to 8:00 contact the ticket office at bus stations in the Krasnodar Territory). On weekends and holidays, contact the ticket office at bus stations in the Krasnodar region. Funds will be returned only to the account of the payment card from which the payment was made. Funds are credited to the card account within the time limits established by the bank. It is not possible to speed up the transfer of funds.

The refund amount is calculated automatically, according to the rules established by current legislation, taking into account the time of return, departure date and current flight status.

According to Article 23 of the Federal Law of November 8, 2007 No. 259-FZ “Charter of Road Transport and Urban Ground Electric Transport”, the passenger has the right to return the ticket to the ticket office before the departure of the vehicle and receive back the full cost of travel and luggage transportation in the following cases:

— cancellation of the departure of the vehicle (flight disruption);

— delay in the departure of the vehicle for more than an hour;

— providing the passenger with a seat in a vehicle with fare paid at a lower price than in the vehicle for which the passenger was sold a ticket;

— failure to provide the passenger with the seat indicated on the ticket.

In all other cases of ticket return at the passenger’s initiative, the following deductions are made:

— ticket return more than 2 hours before departure — 5%;

— ticket return within 2 hours before departure — 15%;

— ticket return within 3 hours after departure — 25%.

In case of delay for the departure of the bus due to illness or accident within 3 days from the moment of departure of the vehicle for which the ticket was purchased, renew the ticket for another vehicle subject to an additional payment of 25% of the cost of travel and baggage transportation , or get back the cost of travel and baggage transportation minus 25% of their cost. The passenger attaches to the application a document confirming the fact of illness or accident. The deadline for consideration of a refund application is 10 days.

Application for ticket refund

If you have any questions, please contact the specified number 8-918-1400-212 from 8:00 to 16:00 Mon-Fri (from 16:00 to 8:00 contact the ticket office at bus stations in the Krasnodar Territory). On weekends and holidays, contact the ticket office at bus stations in the Krasnodar Territory

Carriage of children traveling with a passenger

When traveling in a vehicle that regularly transports passengers and luggage, the passenger has the right:

— carry with you free of charge in suburban traffic children under the age of seven years without the provision of separate seats;

- carry with you free of charge in intercity traffic one child under the age of five years without being provided with a separate seat.

In cases where the carriage of children in vehicles without providing them with separate seats is prohibited in accordance with the established procedure, the passenger has the right to transport with him two children under the age of twelve years with the provision of separate seats for them for a fee, the amount of which cannot be more than 50% of the freight charge.

Currently, the case of a ban on transporting children without providing them with separate seats arises from the systemic interpretation of the rules of the Road Traffic Rules of the Russian Federation (SDA).

According to Art. 2.1.2. Traffic regulations “the driver of a motor vehicle is obliged to:

... when driving a vehicle equipped with seat belts, be fastened and not carry passengers who are not wearing seat belts...”

According to Art. 5.1. Traffic rules “passengers are obliged: when traveling in a vehicle equipped with seat belts, to be fastened with them...”

All buses carrying out regular transportation of passengers and luggage are equipped with seat belts.

Since the child is a passenger, he must be fastened with a seat belt during transportation. The belts themselves are installed only on the seating areas. Thus, it turns out that the child requires a separate place.

In case of violation of these requirements, drivers are held administratively liable and such cases are not uncommon.

The passenger is required to have with him a document that confirms the age of the child being transported with benefits on the fare, and which must be presented at the first request of the persons monitoring the fare.

The child's age is determined on the day the trip begins.

According to the Law of the Krasnodar Territory of July 21, 2008 No. 1539-KZ, parents and officials take measures to prevent being in public places unaccompanied by parents, relatives or responsible persons:

minors under 7 years of age - 24 hours a day;
minors aged 7 to 18 years - at night (from 10 pm to 6 am local time).

Crossing the state border when traveling on international routes

For all questions regarding crossing the state border, you can call 8(863) 287-95-72,

8(863) 287-91-79,,.

Transportation of baggage and hand luggage. Requirements for baggage and hand luggage

The passenger has the right to carry with him:

- for a fee, in the luggage compartment of a vehicle, luggage in the amount of no more than two pieces, the length, width and height of each of which in total does not exceed 180 cm;

- free hand luggage in the amount of no more than one piece, the length, width and height of which in total do not exceed 120 cm, one pair of skis in a case, a children's sled, a baby stroller.

Ensuring the integrity and safety of hand luggage is the responsibility of the passenger.

Placing hand luggage in places intended for sitting, in the aisle between seats, near the entrance or exit of a vehicle, including an emergency vehicle, is prohibited.

Loading (unloading) of luggage into the luggage compartment of the vehicle is provided by the carrier.

Baggage is accepted for transportation without opening the container or packaging.

Containers and packaging must ensure the integrity and safety of baggage throughout the entire period of transportation.

Transportation of food products, including perishables, in luggage compartments of vehicles without maintaining temperature conditions is carried out under the responsibility of the passenger without declaring the value of this luggage.

Baggage delivery to the carrier is documented using a baggage receipt.

Baggage is issued to the person who presents the baggage receipt and baggage tag, or to the person indicated in the luggage receipt as authorized to receive the baggage upon presentation by such person of an identity document.

If the baggage receipt is lost, the baggage may be handed over to a person who proves his right to it by indicating in writing the exact characteristics of the things included in the baggage.

Foul-smelling and dangerous (flammable, explosive, toxic, corrosive and other) substances, bladed weapons and firearms without covers and packaging, as well as things (objects) that contaminate vehicles or passengers’ clothing are not allowed to be carried as baggage or as part of hand luggage.

At the request of the passenger, luggage can be given to him along the route, if this allows for the time the vehicle is parked at the stopping point and the conditions for loading the luggage compartment of the bus. In this case, the passenger is obliged to warn the driver in advance about the desire to receive luggage along the route. If baggage is handed over to a passenger along the route, money for the untraveled part of the route will not be returned.

Transportation of animals

Based on the Decree of the Government of the Russian Federation dated November 1, 2021 No. 1586 “On approval of the Rules for the transportation of passengers and luggage by road transport and urban ground electric transport”, it is allowed to carry animals and birds in cages with a solid bottom (baskets, boxes, containers, etc.) as part of hand luggage .), if the size of the specified cells (baskets, boxes, containers, etc.) meets the requirements provided for in paragraph 36 of these Rules.

Transportation of pets and birds in a vehicle is subject to payment. Administrative liability is provided for transporting domestic animals and birds without payment (Part 4 of Article 11.19 of the Code of Administrative Offenses of the Russian Federation dated December 30, 2001 No. 195-FZ).

Boarding the bus

Passengers traveling on regular transport routes are ticketed. The passenger is obliged to keep the travel ticket and baggage ticket throughout the trip and present them at the first request of the persons exercising control.

Boarding a vehicle begins 15 minutes and ends 5 minutes before the vehicle departs.

Passengers are informed about the start of boarding via loudspeaker communication.

Passengers are boarded on buses on boarding platforms, using purchased tickets, by passenger transport controllers.

Ticketless persons are not allowed to board the bus.

Persons who have dirty clothes or clothes that stain other passengers or bus seats, as well as those who are under the influence of alcohol or drugs, who pose a threat to society and violate public order, are not allowed into the bus cabin when boarding.

If there is an electronic ticket, the passenger presents it to the passenger transport controller in printed or electronic form (on the phone screen), as well as the identification document on the basis of which the ticket was purchased.

After the check, the passenger takes his seat on the bus.

If the information on the ticket and the passenger’s identification document differs, the ticket will be invalidated and boarding on the bus will be denied.

Preferential ticket return

By taking advantage of the “Preferential ticket return”, the passenger has the opportunity to:

— if you are late for the start time of boarding the bus (15 minutes before departure), inform the operator of the unified information service by phone listed on our website. Waiting time is 5 minutes, more than the time stipulated by the schedule;

— in case of flight cancellation, receive information in advance about the need to reissue a ticket for another flight or receive the full cost of travel and the amount of “Preferential ticket return” in the amount of 45 rubles;

- in case of delay to the departure of the vehicle within 6 hours, and not 3 hours (according to the law) from the moment of departure of the vehicle, get back the cost of travel, luggage transportation, minus the amount of the benefit.

The cost of the “Preferential ticket return” is 45 rubles.

Online consultation with a therapist for 5 days

A special offer for passengers of the Krasnodar Territory when purchasing a ticket gives you the opportunity to receive a promotional code for unlimited online consultations with a therapist.

You can apply the promotional code and have unlimited consultations with a doctor online within 5 days from the date of ticket purchase.

The doctor is available 24 hours a day, any day of the week and will respond within 5 minutes.

You can consult anywhere: from home, out of town, while traveling.

Convenient ways to communicate with a doctor: chat, audio, video communication.

The cost of the offer is 40 rubles.

For any questions, please call the toll-free number 8 800 100-35-98.

How much money will be returned

When returning a bus ticket at the passenger's initiative, the Tutu.ru service fee is not refunded.

The remaining refund amount depends on the carrier's rules. Each company has its own rules: how long before departure you can return a ticket, how much money will be returned. There are two ways to find out the return policy.

1. Before purchasing

Refund rules (if the carrier has provided them) can be indicated at the last step of issuing a ticket, before proceeding to payment.

You can also write to us via messenger in the application in the “Help” section.

2. After purchase

To clarify the amount of the refund, go to your personal account on the website or in the application. Select the desired order and click "Return". On the page that opens, you will see how much of the ticket price will be refunded and how much will be withheld. Click on the "Full Returns Policy" link for details.

How to return a plane ticket

With train tickets, everything is simple, since there is only one carrier company. There are many airlines, including international ones, so the refund conditions are not the same. Here's an all-time tip: read the ticket information before you buy it. This way you will know in advance what you can qualify for.

How to find out if a ticket can be returned

The form of the document will indicate what your tariff is. They are usually marked with one of the following labels.

REFUNDABLE - returnable ticket, can be returned with minimal losses.
NON-REFUNDABLE - money for a ticket cannot be returned (but there are nuances, which will be discussed below).
REFUND IS NOT PERMITTED - non-refundable ticket.
ANY TIME TICKET IS NON-REFUNDABLE - non-refundable ticket.
TICKET IS NON-REFUNDABLE IN CASE OF NO-SHOW - the ticket cannot be returned if you do not show up at check-in and notify the airline that you will not fly.
CANCELLATIONS PERMITTED, FEES APPLY - the ticket can be returned, but this service is paid.

Next to the marking it will be indicated under what conditions the ticket will be returned, if permitted. For example, it may be written there that if you apply 14 days before departure you will be given 75% of the cost, and 7 days before departure - only 25%. It is important.

Is it possible to return a non-refundable ticket?

In case of force majeure - yes. If you or your companion gets sick, a close relative passes away, or the airline cancels the flight, the money will be refunded.

Find out more ✈️

Non-refundable tickets: is it worth buying and how to return them

Where to return a plane ticket

The most effective way is to return the ticket where you bought it: from an intermediary or directly through the airline. This way you will once again find out all the conditions for returning a travel document and make an informed decision. This can usually be done in the Manage Booking section.

Refunding tickets on the Aeroflot website

Refunding tickets on the Nordwind Airlines website

Refund of tickets on the Svyaznoy Travel website

What's the best way to return tickets?

Despite the fact that airlines have different conditions, there are universal tips for maximum benefit:

Don't delay in returning your ticket. The sooner you do this, the more you will get back or the less fines there will be.
If you have valid reasons for canceling your trip, please prepare documents to support it.
Before returning your ticket, find out about all your options. For example, some airlines charge a fee for returning a travel document through the counter. But on the site you can do it for free.

Return with certificate

When applying for a refund on a bus ticket, you can choose to receive funds in the form of a certificate. This is convenient because:

the certificate arrives immediately, and the money arrives within 30 days (depending on the bank);
the certificate can be immediately spent on another ticket for a bus, train or plane;
the certificate is valid for 1 year after receipt;
if the new ticket is cheaper than the face value of the certificate, the balance is returned with a new certificate for the corresponding amount. If the new ticket is more expensive, you need to pay the difference;
The certificate is not personalized - it can be sent to a friend or relative.

Learn more about the rules for using certificates

If you have 1 minute, here are the answers to the main questions about the exchange and return of air tickets:

Is it possible to get a refund for plane tickets?
Whether you will be able to return or exchange an air ticket and how much you will lose depends on the fare at which it was purchased. Even non-refundable tickets can be returned if you are forced to cancel the ticket, for example, due to illness. Some carriers allow you to return or exchange an air ticket free of charge, regardless of the fare, within 24 hours after purchase or until midnight of the same day.

What to do if you want to return or exchange an air ticket? To return or exchange an air ticket, contact the same place where you bought it: the airline or an intermediary agency. Refund or exchange your plane ticket as early as possible. Closer to the departure date, it will probably cost more, and after registration closes, air tickets may even expire.

How to return or exchange an electronic plane ticket? In most cases, you can return or exchange a ticket purchased online within 5 minutes on the same website.

Refund due to flight cancellation

The carrier has the right to terminate the passenger carriage contract unilaterally. For example, he may cancel a flight due to a bus malfunction or for some other reason.

If the carrier cancels the flight, then, in accordance with Article 23 of the “Charter of Road Transport”, Tutu returns the full cost of the unused ticket and additional insurance policy. The Tutu service fee, in accordance with the terms of the offer, is fully refundable when returning with a certificate and is not refundable when returning in cash.

To receive money for a canceled flight, the passenger must issue a ticket refund, preferably within 5 business days. Here are detailed instructions