How much do you lose an electronic ticket. How to return an electronic ticket of Russian Railways (railway (train) ticket)? What is the amount to be refunded

Change of plans, missing the train, sudden illness - there are quite a lot of situations when a person loses the opportunity to sell the ticket bought for the train. The largest carrier in the country, the Russian Railways company, allows passengers, under certain conditions, to hand over travel documents through the ticket office or website. The nuances of the return should be considered in more detail.

Rules and deadlines for the return of electronic railway tickets

Thanks to the development of the Internet segment, the Russian carrier has provided its customers with a convenient service, with the help of which it is possible to return a travel document in a short time. Any device with access to the network will solve the problem of returning with a minimum of effort.

If several travel coupons were ordered, they can also be returned using the company's website. Moreover, the refund can be full (the entire set of travel documents), or selective. Russian Railways rules state that the delivery of a document from a group order implies the awareness of its other participants about the fact of such an operation.

One of the obstacles to the return of an unused ticket using the site is issued boarding pass. If it is on hand and there is an urgent need to return the document, a visit to the railway ticket office cannot be avoided.

There is a restriction that does not allow you to return one ticket from the set. It concerns a travel document for the Sapsan train in a compartment car intended for negotiations. In international trains, a similar ban applies to the deluxe class compartment. You can only sell the complete set.

The rules apply to all passengers, but you need to take into account the fact of registration on the Russian Railways website. Authorized users can return the ticket up to 6 hours before boarding the car or one hour before the train departs from the first station.

If registration is not made, then the passenger has the opportunity to return travel document 6 or more hours before the start of the movement of the train. Thus, the main factor determining the possibility of delivery is the time that the owner has left.

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

When contacting the cashier, you need to take into account the fact that the deadline for delivery is no more than 5 days. Such a margin of time was introduced to take into account force majeure circumstances - an accident, a sudden illness of a passenger, etc.

Realization of the right to return is carried out only with a documented good reason. Provision of confirmation paper is optional if the document is submitted within 12 hours after the departure of the train.

Receipt of a travel document is possible only at the box office of the settlement from which the train set off. Another mandatory requirement is the presence of a passport and birth certificate if a child ticket is rented.

Important! The return of a coupon issued for another person is made only if his passport is available, and not a photocopy.

How to return a ticket bought by another person via the Internet

When contacting the cashier, you must have a passport, the travel document itself, the passport of its owner, a power of attorney certified by a notary. If the return is made through the site, then you will need a login and password to enter your personal account. From there, you can perform all the necessary operations.

Login details can be obtained from the holder of the travel document, if he is able to provide the required information. In the absence of such an opportunity, a refund will not work.

How to return a ticket after the train has departed

The procedure for returning a travel document for a departed train is organized only through the ticket office of the station. Moreover, this should be the station, which is the starting point of the route of the sent train.

If the passenger did not have time to catch the train for reasons beyond his control, or due to personal circumstances he cannot arrive at the station on time or at all, then he retains the right to return the expired document.

The time to exercise the right is 12 hours. The term is extended to 5 days in case of force majeure, as mentioned above.

When contacting the box office, you need to grab a passport and a ticket to be handed over. The application is made on the spot according to the sample provided by the cashier. If the travel document was bought for cash, the money is returned immediately. When paying by card, you will have to wait (from a week to a month).

Important! Each passenger is charged a fee of 192.7 rubles.

After what time the money for the ticket is returned to the card

The non-cash payment system assumes that the money will be returned to the same card that was used to pay for the ticket. The exact date of the transfer of funds can not be called. This can happen within a week, or you may have to wait 30 days. Russian Railways recommends filing claims with the bank that issued the card, and not with the carrier.

Refund percentage for ticket refund

When returning an unsold ticket, it is worth remembering that the costs incurred will not be fully reimbursed. The total amount that the passenger pays for obtaining permission to use the train is the sum of the cost of the ticket, reserved seat (card for a seat in transport), commission and insurance.

For a message within the country, the picture looks like this:

1. 100% - return 8 or more hours before departure.
2. 50% reserved seat and ticket price - from 2 to 8 hours.
3. Only the ticket price is less than 2 hours.

Commuter service via high-speed trains involves a full refund subject to an 8-hour condition; half, subject to delivery between 2 and 8 hours before departure. Money will not be returned if the change is made under other conditions.

Missing an international train and late contacting the ticket office (after 6 hours) does not promise a refund. If the 6-hour condition is met, the entire fare will be reimbursed.

Important! The withholding fee for international traffic is 10 euros, it is charged in the ruble equivalent at the current exchange rate of the Central Bank of the Russian Federation.

In what case is a power of attorney required for the delivery of a railway ticket

A power of attorney is useful when there is a need to return a ticket issued to another person. The procedure is carried out exclusively through the Russian Railways cash desk, you need to have your passport and an identity card of the person whose travel document is being surrendered.

Sample power of attorney and its validity period

The text of the power of attorney must contain the personal data and place of residence of the person who returns the ticket and the one whose ticket is being surrendered. The document itself implies the empowerment of a trusted person with the right to sign, receive money, and also perform other actions related to the process of handing over a travel document.

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

Buying electronic train tickets is a convenient and practical solution. But what to do when the trip is canceled and time is running out? Can the money paid be returned? How to return an electronic ticket of Russian Railways via the Internet, without visiting the ticket office?

In the article, we found out that a travel document purchased via the Internet differs from a regular, “paper” one only in form. Otherwise, it has the same properties: it can be returned, and it is even easier to do this than to hand it over at the box office.

To do this, you need to go through authorization on the Russian Railways website, go to your personal account and find the section “ My orders". If there are several orders, you should find the one you need and click on the link below it. Request ticket status". Now the button we need will appear next to the order “ Issue a refund».

By clicking on it, you will see some text with information about the return policy and the amount you will receive back. It will be different from what you paid. Regardless of the time remaining before the train departs, you will be charged a flat fee of 185.40 per ticket. It will not be superfluous to print the "return coupon" by clicking on the button of the same name. Actually, that's the whole procedure.

It should be noted that if you have already received a boarding pass at the Russian Railways box office, then the ticket turns from an electronic ticket into a regular one and you cannot return it via the Internet, you need to do this at the box office.

What is the amount to be refunded

By handing in a ticket no more than 8 hours before departure, you will receive the entire amount (minus the aforementioned fee). If between 2 and 8 hours remain before departure, then you will be refunded the full cost of the ticket, but only half the cost of the reserved seat. If less than 2 hours remain, then only the cost of the ticket itself is refunded, but not the reserved seat.

Not everyone knows that you can return the Russian Railways e-ticket even if you missed the train. If you make a return no later than 12 hours from the date of departure, then you will also be refunded the full cost of the ticket. The seat card is non-refundable. Moreover, if you back up your words with documents confirming illness or accident, you can return the cost of the ticket within 5 days.

Perhaps we should define the terms. What we used to call a ticket is actually a travel document. It, in turn, consists of two quantities:

• in fact, a ticket, the price of which includes payment for the use of the railway infrastructure (railway tracks, stations, locomotives ...);
• reserved seat, which is a payment for the use of the car.

The ratio of the cost of a ticket and a reserved seat is approximately 50 to 50. It depends on the distance of the route and the class of the car. For example, you need to travel 1000 km in an ordinary reserved seat car. The ratio will be approximately 60 to 40, since the distance is long and the cost of the wagon is low. And vice versa, if you ride in the SV car 200-300 km, then the proportion can be 40 to 60.

How to get a refund for an electronic ticket Russian Railways

The money will come to you on the same card that you used to pay when buying a ticket via the Internet. If for some reason you cannot use it (expired or lost), you should ask to change the details to the Russian Railways support service or directly to VTB24 bank.

Refunds occur within a week to a month. All this time, it is advisable to keep receipts and a return coupon (if you printed it).

The relationship between passengers and the railway is regulated by the Federal Law of the Russian Federation (18-FZ), the order of the Ministry of Transport of the Russian Federation (No. 473) and partly by the law on consumer protection (Article 32). In order for our article, upon further reading, to be completely understandable, let's immediately decipher the meanings of some fundamental terms.

RZD ticket- this is a document that confirms the actual price paid by the consumer (passenger) for travel in the car.

Reserved seat- this is permission to use a specific place (sitting or lying), which has a number and is assigned to a specific person. As a rule, the cost of a reserved seat is included in the ticket price. It is believed that the proceeds from the sale of the reserved seat make it possible to maintain the cars, ensuring their current maintenance.

That is, in fact, the amount paid by a passenger for a numbered seat always includes the fare plus a reserved seat.

Under what conditions is it possible to return a ticket

1. In full, that is, 100% of the cost paid will be returned if the train was delayed or its departure was canceled.
2. In full, if you were late during the transfer due to a mismatch in the arrival time of the trains.

That's all for cancellations or delays due to carriers. As you can see, in this case, the consumer receives the full cost of the ticket. Next, we will talk about a refund if there is no fault of the railway. Most questions arise when there is little time left before the train leaves, or it has already left. Is it possible to return the ticket in this case?

Passenger transportation can be attributed to the services section. Article 32 of the POZPP tells us that the buyer (consumer) can refuse any service if he agrees to pay the contractor (in this case, the carrier) for the costs incurred. From which it follows that the cost of the ticket may not be returned to the potential passenger in full, legally.

• So, if you have time to return the ticket no later than 8 hours before the departure of the car, the ticket office will refund you the entire amount paid for the ticket. At the same time, the consumer does not have to explain the reason for the return.
• If you did not meet this deadline, and less than 8, but more than 2 hours are left before departure, then at the box office you will be refunded 100% of the fare and 50% of the reserved seat. That is, you will not receive the entire amount paid earlier.
• If you did not return the ticket 2 hours before the train left, or you were late for it by no more than 12 hours, then the cashier will be able to refund you only the fare. The seat card is not returned. Under the same conditions, it is possible to return an unused ticket within five days after the date of departure, if the consumer can prove that he could not apply to the box office earlier due to a serious illness or force majeure, accident.

In addition to withholding the full or partial cost of the reserved seat, the passenger may also be charged a fee for issuing a refund.

For passengers who travel by purchasing collective tickets as part of a group, other conditions apply:

• you can return the ticket without loss of value no later than 7 days before departure;
• return the ticket without losing the fare, but with the loss of half the cost of the reserved seat - no later than 3 days;
• in less than 3 days - with a complete loss of the cost of the reserved seat.

Attention! After the wagons have been sent, the law does not provide for a refund for group tickets.

In addition, a full refund, at any stage, is provided for those passengers who, due to the fault of the cashier, made mistakes in filling out their full name and passport number on the ticket.

Refund for a ticket through the box office or on a card?

The refund will be made in the same way as the payment was received. That is, if the payment was made by bank transfer, then the money will be returned to you on the same card or account.

Refunds for tickets purchased online are not much different from regular refunds. The only difference is that the refund will be made to your card, which means it will take a long time (in accordance with the timing of banking transactions).

When contacting the cashier, the passenger will be required to provide an identity document. Since the ticket is registered, you can entrust this procedure to any other person, but for this you will have to issue a power of attorney in his name and certify it with a notary.

What to do to return train tickets: video

You can return railway tickets purchased on Tutu.ru in the Personal Account of the Tutu.ru website or at the cash desk of Russian Railways. It is more convenient to return a ticket online - it will take only a few minutes and you will not have to go anywhere. But this can only be done if:

1. The ticket was paid for on Tutu.ru with a bank card, Yandex.Money, gift certificate, PayPal or Webmoney.
2. There is more than 1 hour left before the train departs from the starting station of the route*, if . If you have not completed electronic registration, then before the train leaves your station.
3. A paper ticket was not received at the box office or at the self-service terminal.

In other cases, you can return the ticket only at the box office of Russian Railways.

Note: A ticket bought at the box office at the station cannot be returned to Tutu.ru.

* In a trailer car, electronic registration can only be canceled much earlier than the departure of the train from its starting station. The timing depends on the specific train - from several hours to three days before departure. Cancellation period electronic registration can be viewed on the boarding pass at personal account. Select an order, click "details" and in the opened order click "save to computer".

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

1. go to ;
2. select an order;
3. in the order, click on the link "Select tickets to return";
4. select the passenger whose ticket you want to return, or select "all tickets from the order" if you want to return tickets for all passengers;
5. click on the "Make a refund" button.

If you have more than one ticket in one order, you can return them all together or just some of them.

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

To return a ticket to the box office, the passenger for whom the ticket was issued must come up. You can only change a ticket for another passenger

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

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

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

How to return a ticket after train departure

If you miss the train, you cannot return your ticket online. You can return your ticket only at the cash desk of Russian Railways. If there is a separate cash desk at the station, then you need to go there.

Note: after the departure of the train, you can return the ticket only at the station from which you were going to leave (boarding station).

Before the train leaves your station, the ticket can be returned at any station where the ticket office is connected to the ticket booking system. To date, the vast majority of cash desks are connected to the system. The list can be specified on the Russian Railways website.

Features of the return for trains within the Russian Federation:

• 0-20 minutes after the train leaves your station - ;
• 20 minutes - 3 hours - regular refund (money will be returned to the card within 30 days);
• 3 hours - 12 hours - return on claim.

When and where will the money be returned

When paying and returning to Tutu.ru:

• By bank card - the money will be returned to it within 7 to 30 days.
• Yandex.Money, PayPal or Webmoney - crediting to the wallet (or account) will occur on average after 10 days, but no later than 60 days.
• gift certificate - a new one will be issued gift Certificate within a period of 1 to 30 days, while the nominal value of the gift certificate is deducted from the service fee for issuing a refund of the ticket and the fees established by Russian Railways.
• if part of the ticket price was paid with a gift certificate, and part - with a bank card, the extra money will be returned to the card within 7 to 30 days, and the part paid with the certificate will be reimbursed with a new gift certificate. At the same time, the fees established by Russian Railways and the service fee for issuing a refund are deducted from the amount to be refunded to a bank card. A new gift certificate will be issued with the same nominal value that was spent on paying for the unused E-ticket. In the event that the amount to be returned to a bank card is not sufficient to deduct fees, then the corresponding value is deducted from the nominal value of the gift certificate.

Note: if when paying for an order on Tutu.ru, the method “for cash in the Euroset salon” or “Online payment from a QIWI wallet” was chosen, then the ticket can only be returned at the box office. You will immediately receive cash for it - money cannot be returned to the card. If the return is based on a claim, then the money will be returned to the bank card or a postal order will be made (optional).

Terms of return of the ticket at the box office, if the ticket is paid:

• by bank card - the money will be returned to it within 30 days;
• cash at the box office - get cash right away.

Note: sometimes a ticket can only be returned upon a claim. For example, after the departure of the train. Then the terms for returning money to the card increase to 60 days. You will also need to write an application at the box office. The cashier will help you arrange it.

How much money will be returned when the ticket is returned

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 having a seat in the car). Their ratio varies greatly depending on the particular train. For example, in a branded train, there is more reserved seat than in a non-branded one.

The following are withheld from the ticket price upon return:

• The fee of Russian Railways in 2018 is 192 rubles 70 kopecks (from January 1, 2019 - 203 rubles 50 kopecks). No fee will be charged if the original ticket price is less than this amount. 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.
• Payment system commission.
• Service fee Tutu.ru.
• If the return is online, a fee for issuing a return is additionally charged from each ticket (except for tickets purchased on the Russian Railways website).

The rest of the amount to be refunded depends on the time left before the departure of the train.

For trains in Russia

For electric trains of the 7000th numbering with the provision of seats

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

When returning, the carrier (one of the PPCs - suburban passenger companies) withholds a fee of 50 rubles from the ticket price (relevant for 2017). Also non-refundable: payment system commission, Tutu.ru service fee.

* Percentages are given as an example, the actual amount to be refunded strongly depends on the cost of the ticket. For a cheap ticket, the amount to be refunded 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 less than 1 hour is left before the departure of the train from the initial station of its route - return is not possible.

* Percentages are given as an example, the actual amount to be refunded strongly depends on the cost of the ticket. For a cheap ticket, the amount to be refunded may be significantly less than indicated.

For trains abroad

Tickets to far abroad countries (France, Finland, etc.) can only be returned at international ticket offices. Check in advance by phone whether there are such ticket offices at your station.

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

For example, you bought a ticket from Minsk to Paris on the train 023Й (Moscow - Paris). From Moscow (the starting station of the train route) it departs at 21:15. Now it is 21:00 on the clock, 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. Refund will be on claim. When landing in Vyazma (departure at 0:11), you would no longer be able to return the ticket, since there are less than 6 hours left before the train leaves your station.

* Percentages are given as an example, the actual amount to be refunded strongly depends on the cost of the ticket. For a cheap ticket, the amount to be refunded may be significantly less than indicated.

How to return a ticket if you are outside Russia

1. Contact the cashier in the country where you are. Present a ticket on the letterhead of Russian Railways ( received in advance on the territory of the Russian Federation) and the identity document specified in the order. The cashier will issue a form with a ticket cancellation note.
2. Contact the return office of Russian Railways in Russia within 6 months after the train has departed. Present the received ticket cancellation form, paper ticket and passport.

If you are outside of Russia, then the procedure for returning a ticket is the same, no matter if 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 leaves your station, you can stamp your ticket at all ticket offices in any country. After departure - only at the station of your landing.

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

How to return a ticket if you are sick

If you fell ill and could not go, then you can return tickets only at the box office at your station (and no more at any other). If there is a separate cash desk at the station, then you need to go there. It is necessary to present:

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

Also at the box office it will be necessary to fill out an application (the form will be issued by the cashier). If you paid for the ticket with a bank card, then the money will be returned to it.

Refund policy for tickets abroad. In case of illness, a certificate from the hospital is added to the documents to be presented at the cash desk 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 reason for the return due to illness is only a certificate from the hospital or sick leave.

If there was an accident, an accident, and so on, 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 on an individual basis and there are no money-back guarantees. For details on filing a claim, check with the carrier (for example, JSC FPC).

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

How to return a ticket for another passenger

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

• A ticket on the form or a boarding pass (or tell the cashier the 14-digit order number - these are the numbers at the beginning of the SMS about buying 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 in cash).

The power of attorney must be written by hand. Prepare and sign it in advance. The power of attorney must contain the passport data of the principal and the trustee, the subject of the trust itself (“issue a return of the railway ticket No. ...”), signatures and date.

How to exchange a ticket

Tickets can only be exchanged at the box office at the station. The difference between an exchange and a return is the amount of the fee of Russian Railways - in case of an exchange it will be 60 rubles less. When exchanging, money is returned to a bank card within 30 days, as with a regular return.

What to do if there are errors in the ticket

If you mistakenly bought a ticket for the wrong train and there is still a lot of time before departure, then see the section “How to exchange a ticket”.

If the ticket contains errors in personal data, then three situations are possible here:

1. If there is no more than one wrong letter in the last name and one wrong number in the passport number on the ticket, nothing needs to be done. You will be calmly allowed to board the train with such a ticket. Any errors in the date of birth are allowed. Exception - an error affects the cost of a ticket, for example, it is paid for as a "child", and after the correction it should become an "adult".

2. If there are more errors (for example, they mixed up the middle name), then you will need to reissue the ticket. This can be done in two ways:

A) Personally approach the ticket office of Russian Railways in advance with your passport and order number or boarding pass. You will be given a new ticket, the cost of the service will be 223.7 rubles. According to the rules, it is possible to change personal data only in the ticket of JSC FPC, but there are cases when the ticket office corrected the data in the tickets of other carriers. Check with the box office on the spot.

b) Contact the head of your train before it departs. You will be issued a certificate with the correct data of the document. You will need to pay a fee of 200 rubles.

3. If there are so many errors that the passenger cannot be identified, such a ticket can only be returned (online or at the box office).

If there are more than two errors in the ticket, it is best to go to the box office - since the way to restore the ticket (reissuance or refund) largely depends on the particular cashier.