How can you return a ticket for Sapsan - rules for returning electronic travel documents purchased online

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.

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

Refund rules applicable to e-tickets

The official website of Russian Railways contains information on how to return purchased tickets for intercity and international trains. Here you can pay attention to the difference in the time given by the carrier to exchange or return a ticket, and the amount that is returned by the company in certain circumstances.

Where can I return my purchased train ticket?

Electronic tickets purchased by a passenger on the Russian Railways website or in the carrier’s official application can be returned:

• through the Internet;
• upon a personal visit to the box office.

Refunding a ticket without leaving home is a fairly convenient option, relevant for citizens whose plans have suddenly changed.

Important! Russian Railways, in its rules for issuing electronic tickets, clearly regulates the situation in which a passenger has already received a boarding pass for the train at the ticket office or at a self-service terminal. After completing this action, it is not possible to cancel the trip and get the money back.

Also, if there are only a few hours left before the train departs, you can avoid financial losses by contacting the ticket office directly and receiving detailed advice on how to process a refund.

Electronic check-in and ticket cancellation

The concept of “electronic registration” means the consent of the Russian Railways client to travel by train using a ticket paid via the Internet. A citizen is allowed into the carriage using a passport, the details of which were indicated when paying for the carrier’s services.

If the passenger did not use the electronic check-in service, the ticket can be returned within the following time frame:

• At any time prior to the departure of the train from the place of embarkation of the citizen across the territory of the Russian Federation, to the CIS, Lithuania, Latvia, Estonia or Abkhazia;
• 6 hours before the passenger boards a train traveling on non-CIS routes.

Once electronic registration has been completed, the deadlines within which it is permissible to refuse to move change. In this case, you can return the ticket:

• 1 hour before departure from the starting point of the train movement through the territory of the Russian Federation, to the CIS countries, the Baltic states, Abkhazia;
• 1 hour before departure from the first station and 6 hours before departure from the boarding station of a passenger on an international train heading abroad.

Russian Railways periodically changes the refund rules and conditions for issuing electronic tickets, and also regulates the specifics of refusing paid services from specific carriers. It is recommended to consult separately in each specific situation.

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.

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

Rules and terms for returning electronic railway tickets

Returning Russian Railways tickets: how to return an electronic ticket
Tickets are often purchased via the Internet. You can return them using the same website where you purchased it.

You can return the printed electronic ticket using your passport to the ticket office.

If one person purchased tickets for a group of people, then he has full authority to make a refund individually. You can return all tickets or any number at your discretion.

If you have already received your boarding pass in hand at the Russian Railways ticket office or terminal, then you will no longer be able to return such a ticket online.

There are so-called “non-refundable” tariffs . They also provide for a refund, but only in the following situations:

1. death of the person for whom the travel document is issued, or the death of his close relative;
2. passenger injury;
3. cancellation or delay of a train, failure to provide a seat. In this case, the entire ticket price will be refunded, including all fees.

In the first two cases, only the fare will be refunded. Reservation fees, service fees and return processing fees will not be refunded.

In all these cases, you must apply for funds no later than five days after the train departs.

It is necessary to provide documents confirming the reason for canceling the trip (certificate of death, injury).

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 in 2020 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.

Purchasing a train ticket

The Sapsan high-speed train provides fast delivery in two directions:

1. Moscow – St. Petersburg and back.
2. Moscow – Nizhny Novgorod and back.

Traveling on an electric train is quite an expensive pleasure. But Russian Railways offers a flexible approach to ticket prices, which depends on:

1. The time of day when the train starts to depart.
2. During the season, for example, in the summer and during the New Year holidays, prices are much higher than in the spring and autumn.
3. Selected class. Economy class allows you to use a minimum of services, but get to your final destination at the same speed as Business class passengers, who pay twice as much for comfort.

By purchasing a document in both directions at the same time, you can save 10% of the total amount. In addition, Russian Railways regularly launches promotions, providing discounts on certain trips.

Keeping track of up-to-date information allows you to significantly save on travel costs, and Internet resources help you do this. By visiting the official website of Russian Railways, you can plan your trip and buy tickets from any station. You can purchase travel documents in two ways:

1. Through the ticket office - by personally arriving at the station.
2. Online, through an Internet portal.

Both options are convenient, but each of them has its own nuances that must be taken into account when designing.

At the register

Purchasing travel documents at ticket offices is the most common method. Moreover, the purchase can be made either directly at railway stations or at other service centers. It should be borne in mind that intermediaries always charge a fee for the sale of travel documents, that is, their actual cost increases by a certain percentage.

There are two ways to pay for economy class or business class at the ticket office:

1. In cash.
2. Bank debit or credit card.

This does not affect the cost of the ticket itself. To complete the document, you will need to provide information to the cashier about the date and time of the trip, the number of passengers, and the need to issue return tickets. All data is entered by the cashier himself, and the buyer only has to pay for the service.

On the Russian Railways website

To purchase an electronic document via the Internet, you must have your passport and bank card on hand.

Registration of a travel document through online resources is a convenient and quick operation that significantly saves time and allows you to leisurely select the necessary conditions. Electronic tickets are very convenient, and therefore are actively purchased by passengers. Having once understood the registration and purchase process, a person no longer wants to experience the inconvenience of traveling to the station and waiting in lines.

By going to the official website of Russian Railways, you need to do the following:

1. Register or log in.
2. Select the “Passengers” tab.
3. Follow the link “buy a ticket”.
4. Enter information about the point of departure and arrival, as well as the desired date of travel.
5. In the given list of trains, pay attention only to the lines marked “Sapsan”. Choose the right time.
6. If the selected option has free places, then click the “continue” button.
7. Decide on the type of carriage.
8. Enter the passenger's passport details.
9. Check the information and go to the payment page.
10. Fill in the empty fields with the data from your payment card.

The final stage of the purchase is electronic registration on the site. Once passed, passengers will be able to take their seats upon presenting their passport to the conductor. But if she is absent, then you first need to get paper documents from the ticket office, again using your ID card, and only then take your seats.

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.

Rules and terms for returning Russian Railways tickets purchased at the box office

Such tickets can be returned by contacting the ticket office. Moreover, the ticket office must be located at the train departure point. Be sure to present the ticket itself and the document used to issue it. If the boarding pass was taken for a child, you must also provide his document.

If the ticket was paid for by bank transfer, the money for it will also be transferred to the card. If you use cash as a payment method, the money will be given out in your hands.

If the ticket is lost, the money is not returned, since Russian Railways is not responsible for such cases.

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).

Ticket refund amount

The money is returned by the carrier in full or in part (excluding fees) depending on the timing of the coupon, the reason for canceling the trip, the specifics of the order, and the route.

Dependence of the return of funds and the time of delivery of the boarding pass

In other cases, the carrier will refund the funds in full (minus fees and commissions) if the reason for canceling the trip was illness.

Penalty for returning a Russian Railways ticket

By handing over a travel document to the carrier, a person loses part of the funds. The amount of deductions depends on where the coupon was purchased and when it was cancelled.

are deducted from the price of a boarding pass purchased at the ticket office upon return :

1. Collection of Russian Railways;
2. Service fee, which is calculated depending on the category of the car and the composition;
3. Pre-sale percentage.

If an electronic ticket was purchased on the carrier’s website, then the commission of the organization or payment system that made the payment is added to the above deductions.

An order placed on the intermediary's website will be subject to a deduction from the intermediary's service fee, as well as a return fee.

All deductions may amount to half the original ticket price.

Refund period

Money for order cancellation is paid by the carrier at different times :

• For a boarding pass purchased at the ticket office for cash, the money will be returned on the spot after all documents have been completed. The exception is cases of returning a non-refundable fare coupon.
• If the coupon is canceled after the composition has been sent, the funds will be paid only after consideration of the application and claim ( within 60 days ).
• For a ticket purchased online or at the box office by bank transfer, the money will be returned within 30 days to the card (account) from which the payment was made.

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.

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

How can I buy tickets?

Today, there are several ways to purchase a ticket. You can buy it:

• by contacting the Russian Railways ticket office at any station;
• through the official website of Russian Railways on the Internet;
• through partner sites that sell tickets;

And, if everything is clear with offline methods, this method has been used for several decades, then buying tickets online often raises questions among citizens. As a rule, the most important question that arises among the adult generation is: “How to get train tickets purchased online?”

Let's look at the features of offline and online purchases, and then we'll move on to all the nuances associated with electronic tickets.

Features of purchasing a ticket at the Russian Railways ticket office

So, the familiar method of purchasing tickets has a number of features that you need to know when registering, namely:

• purchases take place only at Russian Railways ticket offices;
• To purchase a ticket, you must have with you the original passport or any other list of documents specified on the official Russian Railways website;
• a lost ticket is restored through the Russian Railways ticket office with payment of a state fee;
• The ticket must be kept until the end of the trip.

In general, classic tickets, in the form in which everyone is accustomed, are already starting to become outdated. They are being replaced by new, electronic tickets, which are much more convenient and practical.

Features of buying a ticket online

As already mentioned, buying a ticket online is the choice of many travelers. It's convenient, fast and reliable. Let's see what advantages and features this method has:

• you can buy a ticket from anywhere in the world;
• paid by bank cards;
• the list of documents for registration is slightly smaller than at the cash desk;
• It is not necessary to have the original document for purchase;
• the ticket does not need to be printed;
• in case of loss, if the ticket was printed, you can repeat the procedure completely free of charge in one of the machines on the Russian Railways website;

Moreover, you can board directly using the e-ticket on your device, which makes life much easier. You can forget about lost (stolen, forgotten) tickets and calmly go on a trip.

Important! An electronic ticket is a document provided in electronic form that confirms the passenger’s right to travel. In fact, this is an agreement between the passenger and the company, which has a digital signature of both parties and is recorded in the company’s common database.

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 (2 rubles 10 kopecks, 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