The procedure for refunding the cost of travel, baggage transportation, and carry-on luggage to passengers

Rules for purchasing and returning tickets on the website

How to buy a ticket

Purchasing a ticket is carried out in the following steps: 1. Select the direction, date of transportation, number of passengers. Click the “Find” button. 2. Select a suitable flight. Click “Buy ticket”. 3. Fill in information about passengers and click the “Proceed to payment” button. 4. After payment, an electronic ticket will be sent to you by email specified in step 3. Print the ticket. Double-check all the information provided on the ticket. When boarding, you must have a printed ticket and passport.

Payment for the order

Payment is made after checking and confirming the order. You have 20 minutes to decide whether to pay for your order. If the specified time is exceeded, the order is cancelled.

Payment for an order for the purchase of electronic travel documents (tickets) is carried out using: 1. Bank cards: Visa, Visa Electron, MasterCard, Maestro of international payment systems Visa International, MasterCard WorldWide. 2. Automated information system "Calculation" (ERIP)

Payment by bank card

The secure WEBPAY server establishes an encrypted connection using the secure TLS protocol and confidentially receives payment card data from the client (card number, holder name, expiration date, and control number of the CVC/CVC2 bank card).

After making a payment using a bank card, you must save the received card receipts (payment confirmations received in the online store) for reconciliation with the card account statement (in order to confirm completed transactions in case of disputes)

If any controversial issues arise when writing off funds from a bank card, you must contact the support service of the bank that issued the card.

In accordance with the requirements of international payment systems, in order to increase the level of security during payments, 3D Secure/SecureCode technology (special Internet payment security technology) is used. In the absence of an appropriate certificate from your bank to use this technology, the payment system may be refused to make a payment.

Payment for the order is made in Belarusian rubles.

In order to avoid cases of various types of misuse of bank cards when paying, all orders placed on the website and prepaid with a bank card are checked by the dispatcher. According to the Rules of International Payment Systems, in order to verify the identity of the owner and his competence to use the card, the client who has purchased electronic travel documents (tickets) is obliged, upon request received from the dispatcher, to provide a copy of two pages of the bank card owner’s passport - a spread with a photograph, as well as a copy of the bank card on both sides (the card number must be covered except for the last four digits). We reserve the right to cancel an order without giving a reason, including if the client fails to provide the specified documents (by fax or email in the form of scanned copies) within 14 days from the date of placing the order or if there is doubt about their authenticity.

Payment through AIS "Raschet" (ERIP)

You can make payment at any bank, information kiosk, Internet banking or ATM, using cash, electronic money or bank payment cards.

To make a payment you must:

1. Select

• Item “System “Calculation” (ERIP)
• Tickets, lotteries
• Transport tickets
• grand-auto.by- tickets

1. To pay for the “Goods”, enter the Order Number 2. Enter the payment amount (if not specified) 3. Check the information is correct 4. Make the payment.

If you make a payment at a bank cash desk, please inform the cashier about the need to make the payment through the Settlement system (ERIP).

Ticket return policy

If the ticket is returned no later than 2 hours before the bus departure, the passenger will be refunded the cost of the ticket minus the stipulated fee for pre-sale of the ticket. If the ticket is returned later than this period and after the bus has departed, the ticket price will not be refunded. When returning a ticket departing from Moscow

no later than one day before the bus departure, the carrier has the right to withhold 5% of the ticket price. If the ticket is returned later than this period, the carrier has the right to withhold 15% of the ticket price. If the ticket is returned less than 2 hours before the bus departure, the ticket price will not be refunded. In the event of a ticket being returned due to the passenger's forced reasons (illness, accident, etc.), 100% of the ticket price is returned upon presentation of an official supporting document no later than 3 (three) days after the bus departs. When returning a ticket purchased under a special offer with a discount, the ticket return conditions specified in the special apply. proposal. If the contact phone number specified by the passenger turned out to be incorrect and it was not possible to contact the passenger or send SMS, the carrier company disclaims responsibility for informing the client in advance about any changes related to the flight. Claims in such cases will not be accepted.

When paying with a bank payment card, refunds are made to the card from which the payment was made. To do this you need to send an application

When paying through the AIS “Raschet” (ERIP) system, refunds are made:

• By transfer to a card account. To do this you need to send an application
• At the company office: Gomel, Station Square 1, office 704 (Monday to Friday, from 09:00 to 17:00)

Information:

If you have not received tickets, you need to contact us during business hours by calling +375293953399 and +375333953399.

For passengers from the following countries:

If you are traveling abroad, you need to ensure that your documents allow you to cross the appropriate borders. We ask you to carefully study the passport, administrative (including visa) and customs rules both for yourself and for your hand luggage and baggage.

Please note that failure to comply with the rules and requirements for entry into the country or transit rules may result in financial liability for the passenger, with subsequent detention at the point of entry into the country for an indefinite period, or deportation from the country of entry. No compensation from the carrier is provided!

Check sample

How to return a bus ticket?

There are a lot of situations in which a trip may not take place, for example, illness, being late, change of plans, technical problems with the vehicle, etc. In some cases, the money is returned in full, and in others only partially.

Travel document purchased at the ticket office

You can return a travel document purchased at the ticket office as follows:

• go to the bus station where the tickets were purchased;
• present the original passport of the passenger in whose name the travel document was issued, as well as the ticket itself;
• fill out a return application.

However, the return procedure is determined by the bus station independently, so it may differ from the above. You can find out the exact return algorithm on the bus station page or on the route receipt.

E-ticket

The easiest and fastest way to return a ticket is through the website. It should be noted that 10-15 minutes before the flight departure it becomes impossible to return the ticket remotely.

To make a return you must:

• log into your “Personal Account” using your login and password;
• select the “My orders” tab;
• click the “Return ticket” button next to the travel document that is being returned;
• you must fill out the application form for a refund that appears , as well as indicate the ticket number and seat;
• check the data , then select the “Submit” button;
• the application has been sent and notification will be received.

The funds will be returned within 3-5 business days to the card with which the purchase was made.

Is it possible to return a boarding document purchased at the ticket office and when?

According to Article 23 of the Federal Law of November 8, 2007 N 259-FZ “Charter of Road Transport and Urban Ground Electric Transport”, the passenger has the right to return the money for the bus ticket.

True, the cost of the ticket that must be reimbursed will depend on the reasons for returning the boarding document and the timing.

1. In advance . To receive greater compensation for the fare, you must return your boarding document no later than two hours before the bus departure. If it is returned later, the amount of money that will be returned will be less.
2. Late for the route. If a passenger is late for a flight, within three hours from the moment the bus departs, you can change your boarding pass for another flight. In this case, you need to pay an additional 25% of the cost of travel and baggage.
3. The flight was cancelled/delayed . If a bus flight is canceled or delayed for more than an hour, the passenger has the right to return the boarding document and receive compensation for it. As a rule, immediately after the cause is clarified.

What to do if you refuse?

If money for a ticket is not returned, this means that the carrier is breaking the law. The rights of a passenger as a consumer of transport services are established in Article 29 of the Law of the Russian Federation “On the Protection of Consumer Rights”.

In this case, the passenger has the right to write a claim to the carrier organization demanding a refund of the fare. It is better to submit a claim against a receipt : one copy is given to the carrier, the other must be signed by an authorized representative from the carrier’s company and indicate his name, position and date of receipt of the receipt. This copy remains with the passenger.

Claim

To the Company Administration _________________________

from ________________ (full name).

_________________ Address, telephone.

Claim

I, (full name)__________ (date) _____2019, wanted to use the transportation services provided by the company ___________________ on the basis of ticket No._____.

Bus No.____ was supposed to follow the route Moscow-St. Petersburg. I was late for my flight because I twisted my ankle badly on the way. This is recorded in the certificate from the emergency room.

As a result, I went to the ticket office eight hours after the flight departed and asked for a refund for the ticket.

The cashier (full name ____________) refused me. According to Article 23 of the Federal Law of November 8, 2007 N 259-FZ “Charter of Road Transport and Urban Ground Electric Transport”, I have the right to return the ticket for a valid reason within 3 days and receive compensation in the amount of 75% of the cost of travel and baggage.

In this regard, I demand that the money for the ticket be returned to me within the period established by law.

Number, signature.

A certificate from the emergency room is attached.

If the claim is ignored or answered, but the money is not returned, you need to go to court.

We have also written useful materials for you on returning boarding documents to other vehicles. Read our articles on how to return air tickets, as well as train tickets, including electronic ones and those purchased through the Tutu.ru service.