Is it possible to return a lost train ticket? How to return a Russian Railways e-ticket? Change your travel document

If you lose your train ticket, it can be restored. The rules for restoring a lost or damaged ticket were developed by Russian Railways specifically for passengers who have lost their travel document before traveling.

In order for a passenger to be reinstated on the train, the following conditions must be met:

1. A duplicate ticket is issued only if it is issued for travel within Russia(for example, from St. Petersburg to Moscow). Tickets for trips abroad cannot be restored.
2. The travel card was purchased for the train that is being formed(when another carrier does this, it is impossible to obtain a new ticket).
3. To restore your ticket, you must contact Russian Railways..
4. If your ticket is damaged or lost, you cannot expect a refund.: only for ticket renewal (this rule does not apply to electronic tickets).
5. Ticket renewal is possible directly at the place of departure or arrival of the train. For example, if a ticket was bought from Kaluga to Belgorod, then you can apply for reinstatement in Kaluga or Belgorod. A person can also restore a ticket at the place of purchase.
6. A previously returned ticket cannot be restored.(for example, this was done by the persons who stole the ticket).

The person must also take into account that a restored ticket cannot be exchanged, returned or reissued to another person. The duplicate will only allow you to travel to your destination. Even if a person finds the original, it is also not allowed to exchange it for money.

A damaged travel pass can be received again if the Russian Railways ticket office has already received a note about the passenger's request.

How to restore a train ticket

Obtaining a new train ticket involves going through the following steps:

1. A person turns to the ticket office to the duty officer at the station(to the assistant station manager on duty). Usually at each station it is easy to find the corresponding sign with the inscription.
2. Writes for a refund. The application indicates the date of departure and the intended route of travel. The number of the train, carriage or seat is also written here. If a person does not remember this information at all (even partially), then it will not be possible to restore the ticket.
3. Presents his(or other document for which the ticket was issued). Usually no other documents are required.
4. Pay the ticket reinstatement fee.
5. Waiting for the restored document to be processed.

If a situation arises that a citizen has lost his ticket along with his passport, he must present a certificate of loss of his passport to the ticket office.

The procedure for restoring travel cards takes about 1-2 hours. This is worth considering before applying for a duplicate. After the train has departed, it is not allowed to be restored for obvious reasons.

The new ticket, which is issued to replace the lost one, will be absolutely identical to the usual one, but it will be marked “Duplicate”.

The procedure for restoring a train ticket is paid.. The fee charged by Russian Railways to persons who have lost their ticket is about 200 rubles.

Restoring an electronic railway ticket

The procedure for restoring a ticket is practically no different from the standard one. To do this, you need to contact the station duty officer with your passport and application.

You can return train tickets purchased on Tutu.ru in your Personal Account on the Tutu.ru website or at the ticket office of Russian Railways. It’s more convenient to hand over your ticket online - it will only take a few minutes and you won’t have to go anywhere. But this can only be done if:

1. The ticket was paid for on Tutu.ru with a bank card.
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 check-in, then before the train departs from your station.
3. A paper ticket was not received at the ticket office or self-service terminal.

In other cases, the ticket can only be returned at the ticket office of Russian Railways.

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

* In a trailed carriage, electronic registration can only be canceled much earlier than the train departs from its starting station. The timing depends on the specific train - from several hours to three days before departure. The deadline for canceling electronic check-in can be found in the boarding pass in your personal account. Select an order, click “more details” and in the order that opens, click “save to computer”.

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

1. go to ;
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.

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

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.

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 - ;
• 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.

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 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.

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 2019 is 203 rubles 50 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.

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

For trains in Russia

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 the ticket is with electronic registration and there is less than 1 hour left before the train departs from the initial station of its route - no returns 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.

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.

How to return a ticket if you are outside of Russia

1. Contact the ticket office in the country where you are located. Present your 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.

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.

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).

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

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

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.

In this case, you will be charged a Russian Railways fee for processing the return (203 rubles 50 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.

What to do if there are errors on 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 there are errors in personal data on the ticket, then three situations are possible:

1. If the ticket contains no more than one incorrect letter in the last name and one incorrect number in the passport number, you do not need to do anything. You will be easily allowed on the train with such a ticket. Any errors are allowed in the date of birth. Exception - the error affects the cost of the ticket, for example it was paid for as “children’s”, and after correction it should become “adult”.

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

A) Personally go to the Russian Railways ticket office 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 on a JSC FPC ticket, but there are known cases when the data on tickets of other carriers was corrected at the ticket office. Check with the box office on site.

B) Contact the captain of your train before it departs. Your personal data will be corrected and a new ticket will be issued. In this case, 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 ticket office).

If there are more than two errors on the ticket, it is best to go to the ticket office - since the method of ticket restoration (reissue or return) largely depends on the individual cashier.

In most situations, you can restore a lost or damaged ticket. Russian Railways has developed special regulations for working with passengers who have lost or damaged their train tickets.

Requirements and conditions for the restoration of travel documents

You can reinstate your train ticket if the following conditions are met:

• Obtaining a duplicate ticket is possible provided that it was issued for travel between Russian destination stations, for example, from Moscow to Kaliningrad.
• The travel document was purchased for travel by trains formed by Russian Railways. For example, you can duplicate a travel pass if a train from Moscow to Kyiv is formed by Russian Railways. Conversely, you cannot receive a new coupon if the train is formed by another carrier.
• Even if you have a damaged ticket, you should contact the ticket office with it and provide identification data that can be used to judge the specific time, route of travel and the passenger’s place in the carriage.
• If your ticket is damaged or lost, you should not expect a refund. The only exceptions are electronic tickets.
• You can restore your ticket while in the city of departure of the train. For example, you bought a ticket from Moscow to St. Petersburg and lost it. You can request a duplicate at the departure station, that is, in Moscow.

Obtaining a new travel document to replace a lost or damaged one is possible at the station through a written request to the duty officer. You can only count on the reinstatement of a ticket purchased in your name. Renewal of travel documents requires presentation of a passport. If the first ticket was lost along with your passport, you need a police certificate confirming this fact.

What you need to know when counting on ticket reinstatement

The procedure for restoring travel documents takes 1-2 hours.

If your ticket is lost, you will not be able to return it and get your money back for the purchase or re-issue this document to another person.

A travel pass that has already been restored cannot be returned, exchanged or reissued to another person.

A damaged travel document can be obtained again if the ticket office already has a note indicating the corresponding request from the passenger.

After purchasing a train ticket, did you find out that you won’t be able to be at the station at the appointed time? Then you can return your train ticket. Will they give you the money in full? Where to go to return tickets? What do you need to know before doing this?

General rules for returning tickets

1. It is important to know that the ticket price consists of the cost of a reserved seat and transportation by rail. As a rule, the ticket contains such information in the first line. After returning the ticket, either the entire amount or part of it can be returned. By the way, remember that if you miss the train, the ticket can only be returned at the departure station.
2. First, you need to get a ticket on the form of JSC Russian Railways if you purchased an electronic ticket. After this, you can return it in accordance with the rules for returning travel documents by contacting the relevant Russian Railways ticket office.
3. It is important to remember that service and commission fees are non-refundable. Service fees include booking services, reservation fees, payment system operation, etc.

How to return an e-ticket?

If you paid for the e-ticket with a bank card, the money will be returned to it. The refund period is approximately 7-10 calendar days from the date of filing an application for a ticket refund. It can be issued by presenting the following documents to the return office:

An application for a refund is made at the refund desk at the station upon presentation of:

• an identification document of the ticket holder (most often a passport);
• ticket on the form.

Photocopies of passports, even if notarized, are not accepted.

If the ticket was paid for electronic money (YaD, WebMoney, QIWI wallet) or in cash (including through terminals and on Euroset), then in this case the money can be received at the refund desk.

How to return a ticket on a blank form?

You can contact any refund office at the station. Sometimes you can return your travel document by contacting the agency that sold it to you. However, this question needs to be clarified in advance.

If you are going to return a ticket that belongs to another passenger, you will need to present:

• returnable travel document;
• a copy of the principal's passport;
• a handwritten power of attorney, which contains all the full passport data of the principal and recipient;
• original passport of the recipient;
• a copy of the principal's passport.

Ticket refund in special cases

1. If a passenger does not have a valid bank card, he applies to the ticket office of JSC Russian Railways, which is not equipped with an integrated payment terminal of the Express system, and also applies to a ticket office that belongs to the CIS countries, the Republic of Lithuania, the Republic of Latvia, the Republic of Estonia, refund of seats carried out without refund in cash. They can be received on a bank card before the train departs, as well as within 6 months (to return a ticket in Ukraine, the period is only 30 days) from the moment the train departs. To do this, you will need to contact the ticket office of Russian Railways, equipped with an integrated payment terminal of the Express system, presenting:
   • seat return form;
   • ticket printed on Russian Railways JSC letterhead;
   • identification document of the ticket holder. Remember that when returning tickets in another country, you will simply be given a special receipt, and you can receive money for travel in the country where the travel documents were purchased.
2. Also, funds can be returned to the passenger’s bank account after he submits a corresponding application, in which he will need to indicate the bank details and the account number to which the corresponding amount will be transferred. It is worth considering that not all divisions of Russian Railways OJSC can consider applications of this kind - their addresses can be found at any ticket sales point.
3. If a passenger returns tickets due to an accident or illness that occurred no later than 24 hours before the train departs, the cost of travel documents is returned without taking into account the price of a reserved seat.
4. Return of travel documents in domestic Russian traffic is carried out as follows:
   • if the ticket is returned within 8 hours before the train departure, the full fare is paid;
   • when returning a ticket from 8 to 2 hours before train departure, 100% of the ticket price and 50% of the reserved seat price are paid;
   • When returning a ticket within 2 hours before departure and up to 12 hours after train departure, 100% of the ticket price is paid.
5. The return of travel documents in interstate traffic provides for the following:
   • if the ticket is returned up to 24 hours before the train departure, the full fare is paid;
   • when returning a ticket within 24 to 6 hours before train departure, 100% of the fare price and 50% of the reserved seat price are paid;
   • If a ticket is returned from 6 hours before departure to 3 hours after departure, 100% of the ticket price is paid.

The terms, procedure and rules for the return (delivery) of Russian Railways tickets, for domestic and international routes, are regulated by the established standards of the railway company JSC Russian Railways and are regulated by legislation that protects consumer rights.

The rules for the return of such documents establish a sequence of conditions on the fulfillment of which the possibility of a refund of funds spent on purchased and unused tickets will depend.

Tickets sold both through the railway ticket office and those purchased through the website - electronic coupons - are subject to refund and compensation.

You can return your travel document at the return desk; they are available at any railway station. To do this, you must present your passport.

Please note that in any case, part of the amount spent will be withheld.

Full reimbursement (without deductions and commissions) of the cost of a travel document is possible only in one case - if the trip did not take place due to the fault of the carrier.

The money will be returned in the same way as the ticket was paid for. Cash is issued on the spot at the cash desk, and funds transferred through a bank card will be transferred to the same card.

If the ticket is returned abroad, the money for it is paid upon return to Russia. You will have to show the refund receipt you received. To return the maximum amount, you need to submit your “international” travel documents as early as possible.

If the trip had to be canceled due to emergency reasons - illness or accident, you must provide documentary evidence. In this case, 5 days are given for return.

Organized passenger groups have their own return regulations.

If a ticket is lost, Russian Railways does not refund the money, since the fault lies with the passenger.

Return of electronic tickets

The general rules also apply to electronic documents of Russian Railways.

We return online

Please note that a return is possible if the purchase was paid for by a bank card or payment systems. Go to the carrier’s website (Russian Railways) in your account – personal account.

1. "My orders" tab.
2. "Ticket status"
3. "Return Processing"

If you have multiple travel documents in your order, you have the option to cancel them all or selectively if necessary.

If electronic registration has taken place, no more than an hour will be available for ticket refunds before the train departs from the first station of its route.

If more than an hour has passed, it is not possible to carry out the return procedure remotely on the website - you will have to go to the cashier.

Through the cash register

To return an electronic document, you also need to appear in person at the ticket office with your passport. The cashier will ask you for the 14-number code found on your boarding pass.

Returns are possible in two cases:

• electronic registration has not taken place or is not available at all for this direction;
• electronic registration has taken place, but there is still more than an hour before the train departs (counted from the starting point).

If there is little time before departure (less than an hour), the normal return procedure is no longer possible. You will have to resort to the claim form. If the train has already moved, then the normal return procedure applies.

Ticket return fees

The carrier's tariff for the service consists of the price of transportation (train travel), type of car, and commission component. Expenses for various fees (commissions, service) are non-refundable. Each route has its own tariff.

Suburban destinations:

1. After the “start” of the composition – 0%.
2. Less than 2 hours before the train “start” – 50% with other deductions.
3. More than 2 hours – full cost with other deductions.

Foreign destinations:

1. Less than 6 hours before the “start” and no more than 1 hour after it (at the ticket window of the client’s station) - fare minus the reserved seat and all commissions;
2. From 24 to 6 hours – 100% and 50% reserved seat with other deductions;
3. Up to 24 hours and earlier – the entire cost with other deductions.

Interregional directions:

1. Less than 2 hours before the “start” and no more than 12 hours after it (at the ticket window of the passenger station) - the fare minus the reserved seat and all commissions.
2. From 8 to 2 hours – 100% and 50% reserved seat with other deductions.
3. No more than 8 hours – full cost with other deductions.

By reserved seat we mean the fare classification, and not the type of carriage familiar to the passenger. The share of a reserved seat in the total cost of a ticket varies from 30 to 80%.

Payment for services for the provision of bed linen and other travel “needs” is fully refundable, regardless of the route and the deadline for submitting travel documents.

International destinations have their own tariffs, which depend on the transport policy of another state. Each carrier has its own regulations.

In case of any complaints, you need to contact the box office where you purchased the ticket.

Commission fees

When issuing a refund, the passenger is charged a claim fee of 185.40 rubles (suburban destinations – 50 rubles).

A service fee is also deducted, which is announced by the carrier and its partners before making a purchase (these are the costs of payment, booking, telephone consultation, technical support, etc.).

Its size depends on the class of the car - from 274 to 785 rubles. Payment system fees are non-refundable.

The rate for returning tickets online is 90 rubles for each travel document.

Return deadlines

The rule for returns is that they are returned in the same way the purchase was made.

This allows you to stop the actions of scammers.

Regardless of the payment method, a single refund period is established - 30 days from the date of return of the ticket.

Cash amounts are issued on the spot at the cash desk - immediately .

Practice shows that the amount is received on a bank card within 30 days, through payment systems - within 10 days (maximum 60 by law).

If you return your ticket and the carrier refuses to return the money, feel free to go to court.

Power of attorney for return

If there is a need to submit a child's document, in addition to your passport, you will need the child's birth certificate. It is also possible to return a ticket issued for any member of your family. You are required to present identification documents for yourself and your relative.