Instructions: how to return an electronic train ticket on the Russian Railways website?

Is it possible to return a train ticket? Yes, there are special ticket offices at train stations.

A prerequisite for returning a ticket in 2021 is the presence of the document used to issue it (most often a passport). You will only be able to return your ticket at the station where you purchased it. The following rules are observed:

What documents are needed to return a ticket?

• You must present your passport and ticket.
• When returning a child's ticket, you must present your passport and child's birth certificate.
• You can return a train ticket for another passenger only if both passes are issued in the same way: one train, route, departure time. In all other cases, a power of attorney certified by a notary is required.

When a passenger is late for the train, you need to use the return desk.

1. Refunds after 20 minutes have passed after dispatch are subject to a claim.
2. If the period lasts up to three hours, then the money is returned to the card within 30 days.
3. If the delay is more than three hours or up to 12, tickets can be returned upon claim.

When deciding whether it is possible to get a refund for a train ticket, the question arises: what is a refund on a claim? This is when the travel document can only be returned through the ticket office of the station where it was purchased. But a claim refund presupposes the following conditions:

• There must be a fact of illness of the passenger after the departure of the train, which caused the delay.
• After electronic registration, there was no more than one hour left before departure.
• Non-refundable tickets that are sold at a significant discount.

In the latter case, you can return the train tickets, but receive partial money for bed linen and service. The full price cannot be refunded. Upon return, the right to receive money will follow immediately, and the deadlines will be as follows:

• The maximum period for receiving money when returning railway tickets is 210 days from the date of submission of the application.
• As a rule, when returning a train ticket, you can receive the money spent on it within 60–70 days.

Statistics on ticket surrenders from 2010 to 2018

How to return a ticket online if it was purchased on Tutu.ru

1. go to your Personal Account;
2. select order;
3. in your order, follow the link “Select tickets for return”;
4. select the passenger whose ticket you want to return, or the “all tickets from order” item if you want to return tickets for all passengers;
5. Click on the “Make a return” button.

See detailed instructions in pictures

If you have multiple tickets in one order, you can return them all together or just some of them.

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.

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

How to return a ticket at the ticket office before the train departs

To return the ticket to the ticket office, the exact passenger for whom the ticket was issued must come forward. You can only return a ticket for another passenger with a completed power of attorney.

You can return your ticket at any station ticket office. If there is a separate return desk at the station, then it is better to go there. You must have with you:

• identification document for which the ticket was issued (original passport and birth certificate for children);
• a ticket on a form (if the ticket was purchased at the box office), or a boarding pass printed on a printer (or simply state the order number - these are the numbers at the beginning of the SMS about the purchase of the ticket).

If you paid by card, the money will be returned to your card within 30 days. If electronic registration has been completed and there is less than 1 hour left before the train departs from its starting station, then the ticket can only be returned upon claim.

Find out the address of the desired Russian station and its opening hours

Russian Railways rules for issuing electronic tickets

The established standards of the carrier JSC Russian Railways determine the procedure for returning travel passes:

1. Federal Law No. 18-FZ dated January 10, 2003 (as amended on July 18, 2017) “Charter of Railway Transport of the Russian Federation”;
2. Order of the Ministry of Transport of Russia dated December 19, 2013 No. 473 (as amended on November 30, 2016) “On approval of the Rules for the transportation of passengers, luggage, cargo luggage by rail.”

A purchased travel document can only be canceled before the boarding pass has been registered with it.

Tickets for travel within Russia and the CIS countries can be returned at any time before the departure of the railway transport.

Tickets purchased online are not given to the passenger; he or she prints them out independently.
Therefore, it makes no sense to come with them to the station from which the train departs.

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.

Claim return

This type of ticket delivery is used under the following circumstances :

• less than one hour left before the train departs ;
• more than twelve hours late ;
• delay of more than five days for a valid reason with full evidence.

Cash compensation is made exclusively by bank transfer.

A passenger can expect a refund within six months from the date of the event (train departure date). The decision is made within one month. Its results are reported by notification letter .

When and where will the money be returned?

When paying and returning to Tutu.ru:

• By bank card - money will be returned to it within up to 30 days.
• gift certificate - a new gift certificate will be issued within 1 to 30 days, while the service fee for issuing a ticket return and fees established by Russian Railways are deducted from the nominal value of the gift certificate.
• if part of the ticket price was paid with a gift certificate, and part with a bank card, the additional money will be returned to the card within up to 30 days, and the part paid with the certificate will be reimbursed with a new gift certificate. In this case, the fees established by JSC Russian Railways and the service fee for processing the return are deducted from the amount to be returned to the bank card. And the new gift certificate will be issued with the same nominal value that was spent on paying for the unused Electronic Ticket. If the amount to be returned to the bank card is not sufficient to deduct the fees, then the corresponding value is deducted from the nominal value of the gift certificate.

Deadlines for returning a ticket at the box office if the ticket has been paid for:

• by bank card - the money will be returned to it within 30 days;
• cash at the cash desk - get cash immediately.

Note:

Sometimes a ticket can only be returned upon claim. For example, after the train departs. Then the time frame for returning money to the card increases to 60 days. You will also need to write a statement at the box office. The cashier will help you register it. Cases when a ticket is returned due to a claim

Where is the money?

So you’ve issued a refund, wait an hour or two, and by the end of the day you start frantically calling Russian Railways and demanding an urgent refund. You shouldn’t do this, because the refund will be made no less than 7 days later. To check the integrity of Russian Railways, after a week, check the balance on the card with which the ill-fated ticket was purchased.

You can also do this through your Russian Railways personal account. After the money has been transferred, the order status will change from “return issued” to “Russian Railways have transferred the money to your bank card.”

If a month has already passed and there is still no money, then contact your bank - it is no longer Russian Railways’ fault.

How much money will be returned when returning a ticket?

According to the rules of Russian Railways, the cost of a ticket consists of the cost of transportation (money for the fact that the train is traveling) and the cost of a reserved seat (money for the fact that you have a seat in the carriage). Their ratio varies greatly depending on the specific train. For example, on a branded train there are more reserved seats than on a non-branded train.

The following will be deducted from the ticket price upon return:

• The fee of JSC Russian Railways from June 1, 2021 is 2 rubles 10 kopecks (from January 1, 2021 - 2 rubles 20 kopecks). For trains to non-CIS countries, the return fee is 10 euros at the current exchange rate of the Central Bank of the Russian Federation.
• Tutu.ru service fee.
• Online Return Fee. The fee is 3.5% of the cost of each ticket from the carrier, but not less than 20 rubles and not more than 500 rubles.

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

For trains in Russia

* The percentages are given as an example; the actual amount refunded largely depends on the cost of the ticket. For a cheap ticket, the refund amount may be significantly less than indicated.

For trains numbering 7000 with provision of seats

These comfortable fast trains are also called “interregional express”. They run long distances between major cities (for example, Moscow - Vladimir). Tickets for them are sold: via the Internet, at long-distance train ticket offices, and at suburban ticket offices.

When returning, the carrier (one of the PPK - suburban passenger companies) withholds a fee of 50 rubles from the ticket price. The Tutu.ru service fee is also non-refundable.

* The percentages are given as an example; the actual amount refunded largely depends on the cost of the ticket. For a cheap ticket, the refund amount may be significantly less than indicated.

For trains departing to the CIS and Baltic countries (Latvia, Estonia, Lithuania), Abkhazia

If a ticket with electronic registration and there is less than 1 hour left before the train departs from the initial station of its route, a refund is not possible

.

* The percentages are given as an example; the actual amount refunded largely depends on the cost of the ticket. For a cheap ticket, the refund amount may be significantly less than indicated.

For trains to foreign countries

Tickets to non-CIS countries (France, Finland, etc.) can only be returned at international ticket offices. Please call in advance to see if there are such ticket offices at your station. Addresses and telephone numbers of train stations in Russia

Features of returning a ticket with electronic registration. If there is less than 1 hour left before the train departs from the initial station of its route and at the same time more than 6 hours before the train departs from your station (local time), then the refund will be based on the claim.

For example, you bought a ticket from Minsk to Paris on train 023Y (Moscow - Paris). It departs from Moscow (the starting station of the train route) at 21:15. It is now 21:00, that is, there is less than 1 hour left before the train departs. The train leaves Minsk at 6:00, more than 6 hours left. Refunds will be made upon claim. When landing in Vyazma (departure at 0:11), you would no longer be able to return your ticket, since there are less than 6 hours left before the train departs from your station.

* The percentages are given as an example; the actual amount refunded largely depends on the cost of the ticket. For a cheap ticket, the refund amount may be significantly less than indicated.

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.

How to return a ticket if you are outside of Russia

1. Contact the ticket office in the country where you are located. Present the ticket on the form of JSC Russian Railways ( received in advance on the territory of the Russian Federation

) and the identification document specified in the order. The cashier will issue a form with a note indicating the cancellation of the ticket.

2. Contact the return office of JSC Russian Railways in Russia within 6 months after the departure of the train. Please present the ticket cancellation form you received, your paper ticket and your passport.

If you are outside Russia, then the procedure for returning a ticket is the same, no matter whether the train is traveling abroad or in Russia. If you want to return a ticket within Russia, then this can only be done in the CIS and Baltic countries (Latvia, Lithuania, Estonia).

Before the train departs from your station, you can put a mark on your ticket at all ticket offices in any country. After departure - only at your boarding station.

Note:

If you bought a ticket for an international train at a ticket office abroad, then you will need to apply for a refund to the same ticket office.

What innovations have emerged due to the pandemic?

Since the beginning of the pandemic, the percentage of canceled trains has increased many times, and the rules for ticket refunds have also changed.

• Due to the tense epidemiological situation, Russian Railways have introduced special conditions for ticket refunds. From June 2, 2021, failed passengers will receive a full refund of the cost of services (including bed linen) if the ticket was for a domestic train or to the CIS countries, the Republic of Latvia, the Republic of Lithuania, the Republic of Estonia, and the Republic of Abkhazia. A penny (almost in the literal sense of the word) fee will be withheld - 2-3 rubles.
• If the train is canceled due to periodic restrictions, you can return the full cost of the ticket, but only after the official announcement of the cancellation of the train. Returns can be issued within six months. To do this, you need to fill out a claim sheet and provide the original tickets, as well as the identity document on the basis of which the ticket was purchased. This is also true for non-refundable tickets.
• Also, all Russian Railways customers have the opportunity to exchange their ticket if they want to leave on another train. In this case, you need to go to the ticket office and have your ticket number and identification document with you. It will be possible to leave on the nearest train of the chosen direction, if there are free seats.
• Passengers over 65 years of age were given the opportunity to return tickets remotely, as pensioners were advised to refrain from social contacts. To do this, you need to contact the Unified Information and Service Center (UISC) and inform about your desire to cancel the trip. The operator will help you choose the most convenient point of sale (for example, in Moscow, this is any railway ticket office or partner points), where you can get your money back within six months. And electronic tickets can be returned via the Internet.

How to return a ticket if you are sick

If you get sick and are unable to travel, you can only return your tickets at the ticket office at your station (and not at any other). If there is a separate return desk at the station, then you need to go there. Must be presented:

• document whose details were indicated in the order (original passport and birth certificate for children);
• ticket on the form (if the ticket is without electronic registration) or order number (if the ticket is with electronic registration);
• documents confirming the fact of illness - a certificate from the hospital or sick leave.

You will also need to fill out an application at the cashier (the form will be issued by the cashier). If you paid for the ticket with a bank card, the money will be returned to it.

See above for the refund procedure for tickets abroad. In case of illness, a certificate from the hospital is added to the documents that must be presented at the ticket office of Russian Railways. The certificate must be issued in the country from which you are departing, and not in Russia. Check with the carrier (JSC FPC) for details.

Note:

The only reason for returning due to illness is a certificate from the hospital or a sick leave certificate.

If an accident occurs, an accident, etc., and you do not have a certificate from the hospital, then you can file a claim with the carrier within 6 months from the departure of the train. But all claims are considered individually and there are no money-back guarantees. For details on filing a claim, check with the carrier (for example, JSC FPC).

The total refund period consists of the time for consideration of the application (in Russia up to 30 days) and the refund period (7-30 days).

Return deadlines

Receipt of funds for submitting an electronic receipt is carried out within the period specified by law.

The money can be returned within seven days to one month from the date of registration of the refusal.

In case of delay in receipt of monetary compensation, you must contact the banking institution and register a claim.

The process of returning an electronic railway document itself is quite profitable and convenient . And of course, it is not on par with the difficulty of returning an air ticket. All the details of delivery can be clarified in the Russian Railways Internet service.

When making payment for the provided service using electronic money , use the help of an operator who keeps records of your electronic wallet.

Having paid the receipt by electronic means (WebMoney, PayPal, Qiwi Wallet, Yandex.Money) or in cash, the cash equivalent can be obtained at the railway return ticket office .

What is the maximum period for returning funds to a client’s card, find out here.

How to return a ticket for another passenger

This can only be done at the checkout. According to the rules, you must have:

• Ticket on a form or boarding pass (or tell the cashier the 14-digit order number - these are the numbers at the beginning of the SMS about purchasing a ticket).
• The original of your passport (a photocopy, even certified by a notary, is not accepted).
• Power of attorney to return the ticket (and to receive money if the ticket was paid for in cash).

The power of attorney must be handwritten. Prepare and sign it in advance

. The power of attorney must indicate the passport details of the principal and the person being trusted, the subject of the power of attorney (“to issue a refund of railway ticket No. ..."), signatures and date.

Is it possible to cancel a purchase on the portal?

The return of an electronic travel document is provided by the company’s online resource only if a paper boarding pass has not been issued .

A citizen who buys a railway ticket automatically becomes a consumer of the service provided by Russian Railways. It would be useful for the passenger to familiarize himself with the Law “On Protection of Consumer Rights”.

In this article you will learn where to go if consumer rights have been violated.

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

Sample power of attorney and its validity period

The text of the power of attorney must include the personal information and place of residence of the person returning the ticket and the person whose ticket is being returned. The document itself implies that the authorized person has the right to sign, receive money, and also perform other actions related to the process of handing over the travel document.

The validity period of the power of attorney is 15 days, after which the powers of the authorized representative expire. As a rule, a longer period is not required, since we are talking about the return of a specific ticket (or several).

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

Step-by-step recommendations for submitting a travel receipt

Using the site, you can only return an electronic ticket for which was not issued at the ticket office of a railway station or service terminal.

In this article you can learn about the rights of train passengers, which few people are aware of.

The return process itself is quite simple for an ordinary network subscriber. To do this you will need :

• On the Russian Railways portal, enter your login and password, go to “Personal Account” ;
• When the last name appears on the monitor screen, enter the “My Orders” ;
• Find the required electronic coupon in the list. Click on “Request ticket status” ;

You will see an inscription about electronic registration and a sign indicating the return actions.

• Click “Make a return” . Another window will appear with information about the refunded amount;
• If you agree with the proposed conditions and there are no slightest objections, you can click “Yes” ;
• A certain inscription about the return procedure in the coupon status. After which the registration process on the site can be considered completed, and the virtual amount will soon be returned;
• Click on “Return coupon” , and if you need a printout, use this service. You may need to save it until you receive full compensation in accordance with the specified amount;
• Click on “Exit” located in the upper right corner.

For the information of users of the Russian Railways website, refund processing is valid only if you complete electronic registration .

Otherwise, in order to return the travel document you will need to go through this procedure.

If for reasons beyond your control this cannot be done, then returning the ticket will become impossible .

Such coupons without this procedure can be returned to the railway station or at any Russian Railways ticket office .

Return of travel receipts is carried out on the basis of general standards . To return an electronic coupon, you will need to contact the return office.

a document confirming your identity with you . Along with it, you must tell the cashier fourteen digits from the order series or show your boarding pass, which also reflects this number.

More information about the procedure for returning a train ticket through the Russian Railways ticket office can be found here.

The refund procedure occurs if :

1. there is no electronic registration for railway transport or it is not issued to you;
2. registration is fixed and there is more than one hour .

Returning the coupon, if such registration has been completed, will only be possible within a time period of 20 minutes to three hours .

The reporting point is considered to be the moment of train departure.

Non-refundable fare conditions

A non-refundable fare does not provide compensation for the purchased ticket. But, according to Russian Railways rules, a passenger has the right to receive money for an unused travel document in some cases:

1. Injury or sudden illness of the passenger himself or a family member accompanying him (after providing a medical certificate);
2. Death of a close relative (spouse, parent, child, sibling);
3. Train delay or cancellation;
4. Lack of space for a passenger.

In the first two cases, a refund of travel, station and other fees is provided. But the passenger must pay the costs for processing the return. Other emergency cases do not require payment of a return fee.

Russian Railways places non-refundable fares on auction boarding passes at certain times of the year. The list of destinations for which discounts apply can be found on the main website of Russian Railways.

Do I need to print an electronic boarding pass and how to do it?

The boarding pass does not need to be printed. The passenger can do this for his convenience through the Russian Railways terminal or through the ticket office.

To do this you need:

1. Find a terminal.
2. Bring the barcode to the scanner. You can do this from a printed sheet or from the device screen. If the scanner refuses to read the information, enter the 14-digit code manually.
3. Detailed information about the order will appear on the screen. Enter your passport details, double-check and click “Select”.
4. The ticket will be ready in a few seconds.

Answers to common questions

How many days in advance can you return train tickets?

The maximum period is limited only by the date of purchase, the minimum – 12 hours after train departure. If there is a good reason for skipping (illness, injury, death) with documentary evidence, the ticket can be returned even a few days after the train departs (5 days for domestic trains, 10 days for flights to the CIS and the Baltic states, a month for international trains).

Is it possible to return a train ticket for another person?

Yes. To return a reserved seat purchased at the checkout, you will need to present a power of attorney, which contains:

• Full name of the passenger and his passport details, including his registration address;
• Flight information;
• Attorney's right to return;
• Date of registration and expiration date of the document.

If the procedure is carried out by a buyer who paid for electronic tickets during the process of purchasing them on the site, he does this on behalf of all passengers, who are considered by default to be informed about the fact of delivery.

Moreover, you can return all the train tickets of the group, or just one or two of them, if we are talking about a reserved seat. You can only rent out seats in the Sapsan compartment-meeting room all at once, and not separately. The same rule applies to group fares for the Finland – Russia train.

When will I get my money back

When paying in cash at the checkout, you can also receive the refund amount in paper money and coins immediately after filling out the application.

Cashless payment by card involves returning funds in the same way to the same account, but not immediately, but within a few days. The maximum waiting period is 1 month. If the ticket was returned for a train that has already departed, the period can extend up to 60 days.

When paying from an electronic wallet online, the refund is made there within 10-60 days from the date of filing the application.

If the purchase was paid for with a gift certificate, the failed passenger will receive a new certificate for the amount remaining after mandatory fees and commissions have been deducted.

What to do with a ticket that contains errors

The wrong letter in the first or last name, or the wrong number in the passport data are not decisive, and therefore are not grounds for replacing the travel card. A more important mistake will be another category of ticket that affects its cost.

If several errors are detected, the ticket should be replaced, otherwise there may be problems during boarding. Go to the station ticket office, taking your passport with you. Issuing a new reserved seat will cost 223 rubles 70 kopecks.

The conductor can also correct errors in the ticket - for this they use the terminal of the headquarters car. The service is not free - the correction will cost 200 rubles.

Finally, we note that having a valid reason is not the main condition for obtaining the possibility of returning a travel document. Russian Railways employees are not interested in why you cannot board the carriage at the designated time - they act on the basis of the rules and regulations described above.

The only situation in which documentary evidence will help is when the procedure is completed after the train has departed. A doctor's certificate, sick leave or death certificate of a family member or the passenger himself will allow you to get part of the money back even after 12 hours after the train departs.