What to do if the train is delayed or cancelled. Refusal of a Russian Railways ticket - procedure and amount of compensation Russian Railways cancels

It happens that you have to cancel planned trips and return travel tickets that have already been issued.

JSC Russian Railways is clear, and the return of electronic ones takes place according to the scheme established by Russian Railways.

Dear readers! Our articles talk about typical ways to resolve legal issues, but each case is unique.

If you want to know how to solve exactly your problem - contact the online consultant form on the right or call free consultation:

Russian Railways are joining international standards for providing services to passengers. A few years ago it was introduced electronic ticket sales system - online by bank transfer. It allows you to occupy the desired shelf - “stake out” it. At a cash register window or a special terminal, a printed coupon is exchanged for a travel document.

When purchasing an electronic train ticket, the fee is charged immediately via electronic payment.

In case of trip cancellation it becomes necessary return the funds spent. How to return a ticket purchased online?

Rules of Russian Railways for the return of electronic tickets

Returns are regulated by the rules of the carrier - JSC Russian Railways. An e-ticket can only be canceled before a boarding coupon has been issued for it. Travel document for travel in Russia and CIS countries surrendered at any time before the departure of the train.

On international trains

If electronic registration not completed, you can return an unused electronic ticket for an international train (far abroad) at least 6 hours before departure from the passenger boarding station(departure time is indicated in the e-ticket coupon).

Electronic registration has been completed, then it is possible to board a train to non-CIS countries. no later than 1 hour before the train departs from the starting station of the route And no later than 6 hours before departure from the passenger boarding station (according to the time in the control coupon).

Returns can be processed as standard:

• If registration failed;
• If registration was completed, but the train started moving without a passenger;
• If registration took place before the departure of the train(more than an hour).

Claim return

The claim refund applies to the following cases:

1. by bank transfer;
2. before the departure of the train (less than an hour);
3. late(more than 12 hours);
4. late (more than 5 days) for good reason with her evidence.

The passenger has the right to submit a claim for a refund within six months from the date of the incident (the date of departure of the train).

The decision takes a month. Upon its occurrence, the citizen is sent a corresponding notification.

Is it possible to cancel a purchase on the Russian Railways website?

On the carrier's website return of e-ticket allowed, for which a paper boarding coupon was not issued.

Change your travel document

The algorithm of actions is simple:

• go to your personal account on the website;
• find the desired coupon in the list (“my orders”);
• in the menu (“more details”) you change the status of the ticket (“refund”).

Please note that if you refuse, part of the money is lost; it depends on how many hours are left before the train departs.

Important! It is impossible to exchange an electronic ticket for another - you will have to cancel the purchase and then purchase a new travel card.

Step-by-step instruction

The surrender procedure is simple for any network user:

1. Go to the Russian Railways portal to your personal account.
2. Click on “my orders” or on the specified last name.
3. Find the required e-ticket in the list. Click “request ticket status”, a message about electronic registration and a button prompting you to issue a refund will instantly appear.
4. Click “issue a refund” and an additional window will pop up with information about the refund amount.
5. Please read the terms and conditions carefully and click “yes” if you have no objections.
6. A corresponding message about the return will appear in the coupon status. This completes the procedure on the site.
7. Click on "Return Coupon" if you want to print it. You must keep it until you receive the amount due.
8. Click on "exit" in the top right corner.

How to return money?

After returning the electronic coupon, the user has a question about how to return the funds.

No need to worry, they will return the same non-cash way. Payment is made by bank card, and the amount due is transferred to it. For this no need to re-enter your bank details, the system does this automatically.

Having missed the train, contact the cashier. To return the money, the passenger is given a confirmation of the return of the seat at the ticket office and corresponding statement.

Transferring funds to a card

Funds will be credited immediately after the electronic coupon is assigned the status “refund issued.”

Important! Even if you return a ticket issued online through the ticket office, the amount is still transferred by bank transfer to the card.

Detailed information is available on the Russian Railways website If you have any questions, please contact the Unified Information and Service Center.

How much money is retained when returning an e-ticket?

The amount directly depends on the time of refusal of the issued electronic coupon:

• ticket price– 2 hours before departure;
• 100% of the ticket price and 50% of the price of a seat in a reserved seat– 2 – 8 hours before departure;
• full price of any ticket– 8 hours before departure.

Russian Railways does not refund the entire amount spent. You will have to pay a return fee - 185 rubles 40 kopecks (for one place). Its size is established by the Federal Tariff Service of the Russian Federation.

When traveling internationally

For electronic tickets for international trains The amount of funds credited to a bank card depends on the timing of the return:

1. 6 hours before train departure the fare will be refunded (ticket price + reserved seat cost);
2. less than 6 hours before train departure There are no refunds for travel costs.

When returning an electronic ticket for an “international” train, the fee is 10 euros (for each seat). Calculated at the rate of the Central Bank of the Russian Federation on the day of the issued return.

When traveling around the CIS countries and neighboring countries

Trains from neighboring countries and CIS countries have their own scheme for calculating refund amounts.:

1. ticket price (except for a reserved seat) – less than 6 hours before departure;
2. ticket price and 50% in a reserved seat – less than 24 hours before departure;
3. the price of any ticket is more than 24 hours before departure.

Return deadlines

Money is credited for the returned electronic coupon within the specified period - from 7 to 30 days from the moment of registration of refusal.

If there is a delay in the money transfer, contact the bank branch by filing a claim.

The procedure for returning an electronic train ticket is convenient and cost-effective compared to canceling an air ticket. The details of the procedure can be found on the Internet resource.

How to buy a train ticket online? We recommend watching the video:

A train being late or canceled is a very unpleasant event in itself. And if, due to a train delay, a passenger is forced to miss an airplane flight or stay at a hotel, a failure in Russian Railways will cost him a considerable amount. Is it possible to obtain a penalty from an at-fault carrier and is compensation provided for the inconvenience suffered by passengers due to the fault of the railway monopolist?

Compensation amounts

The railway company is obliged to pay the passenger a fine of three percent of the ticket price for each hour of delay. The total amount of the fine should not exceed the price of the travel document. This is approved by the Charter of Railway Transport of the Russian Federation (Article 110 of Federal Law No. 18-FZ of January 10, 2003) and the Rules for the provision of transportation services of Russian Railways. If your ticket cost 3,000 rubles, and the train was delayed for 10 hours, the company must pay 900 rubles.

If the schedule of high-speed trains like Sapsan is disrupted, the company pays the passenger compensation:

• for being 30–60 minutes late – 25% of the ticket price;
• for a delay of one to two hours - 50% of the cost;
• for delays of more than two hours - the full cost of travel documents.

Compensation is also provided in case of replacement of a high-speed train with a regular train.

A passenger has the right to return a ticket if the departure of a long-distance train is significantly delayed. And the carrier is obliged to reimburse the client for the cost of the ticket. But there is an important nuance: the carrier compensates the cost of the ticket minus the so-called reserved seat - payment for a seat in the carriage. And it is 25% of the price of the travel document. The passenger can change the ticket for another one. And if instead of a reserved seat he takes a compartment, the surcharge should not exceed 25% of the cost of the returned ticket.

If, due to the cancellation or delay of the train, the passenger incurred additional expenses: he was late for the plane or was forced to rent a hotel room, the carrier must compensate for this amount. But you will have to prove your right to receive money through the court.

As a rule, the court satisfies consumer claims in such cases. Moreover, the carrier, being the losing party, also pays legal costs. But to defend your point of view in court, you need a lot of time and effort.

When is the penalty paid?

Compensation is paid to the passenger when the train is delayed or canceled due to the fault of Russian Railways employees or due to technical problems. But if the failure occurred due to force majeure circumstances, which include natural disasters, wars, terrorist attacks, you cannot count on compensation. It will not be available if the carrier needs to eliminate technical faults that threaten the life and health of passengers. In this case, the company has the right to delay the train and even cancel it.

How to make a claim

Issues regarding the payment of compensation are usually easily resolved out of court, but the success of the case largely depends on the competent actions of the injured passenger. To do this you need to know how to act:

1. Obtain a certificate from the station duty officer at the destination about the real time of arrival of the train.
2. Submit a written complaint. It is drawn up in free form: you need to indicate the passenger’s data, the date and conditions for the provision of rail transportation services, losses incurred by the passenger due to delay or cancellation of the train, claims for compensation for damage, and a current account. The claim must be accompanied by copies of the travel document and a certificate of delay or cancellation of the train.
3. Submit a claim to Russian Railways within 45 days after the trip. It can be handed over to the administrator of the destination station, sent by registered mail with acknowledgment of receipt to the address of the claims department of the Administration of the relevant railway - a branch of Russian Railways. In case of personal appeal, you must require a receipt from the administrator with a complete list of accepted documents, signature and seal. If claims for compensation are not satisfied, these are the documents that will be needed to draw up a statement of claim.
4. JSC Russian Railways is obliged to consider the received claim within 30 days and send a written response to the consumer.

In the event of serious traffic disruptions on high-speed lines, passengers can obtain a compensation application form from the train conductors.

The passenger has the opportunity to receive from Russian Railways not only a fine for delay or cancellation of the train, but also compensation for losses incurred as a result. But these will not be 100% payments. Even in court, the carrier only compensates for the cost of tickets without taking into account commissions and fees from sales agencies. To avoid losing money, it is better to purchase tickets from reliable agents and electronic services with a minimum markup. On the website you can quickly buy train tickets throughout Russia, the CIS and the Baltics at the best prices.

On October 24, a cyclone with heavy precipitation in the form of rain passed through the territory of the Krasnodar Territory. On the night of October 25, weather conditions worsened. On the Grechesky - Tuapse section, a 200-meter embankment was washed away; at Tuapse station and on the Grechesky - Krivenkovskaya section, water flooded the railway tracks; at Vodopadny station, a mudflow was recorded.

Currently, train traffic on the Grechesky - Krivenkovskaya section is closed, and all measures are being taken to eliminate the consequences of bad weather.

We apologize to passengers for the inconvenience caused.

Due to a break in traffic on the Goryachiy Klyuch - Adler section of the North Caucasus Railway, the following trains are cancelled:

- No. 804/801 Imeretinsky Resort - Krasnodar - Adler departing from the Imeretinsky Resort station on October 25, 26 and 27, departing from Krasnodar on October 25, 26 and 27

- No. 802/803 Adler - Krasnodar - Imereti Resort departing from Adler on October 25, 26 and 27, departing from Krasnodar on October 25, 26 and 27

- No. 816/815 Rosa Khutor - Krasnodar departing from Rosa Khutor station on October 25, 26 and 27, departing from Krasnodar on October 26, 27 and 28

- No. 812/811 Maykop - Adler departing from Adler on October 25, 26 and 27, departing from Maykop on October 25, 26, 27 and 28

- No. 814/813 Adler - Maykop departing from Adler on October 25, 26 and 27, departing from Maykop on October 24, 25, 26 and 27

- No. 680/679 Adler - Vladikavkaz departing from Adler on October 24 and 26, departing from Vladikavkaz on October 25 and 27

- No. 642/641 Adler - Rostov, departing from Rostov on October 25, 26 and 27, departing from Adler on October 25, 26, 27 and 28

- No. 644/643 Adler - Kislovodsk departing from Adler on October 25 and 27, departing from Kislovodsk on October 26 and 28

- No. 602/601 Adler - Stavropol departing from Adler on October 26, departing from Stavropol on October 27

Trains are also cancelled:

1) on the Krasnodar - Adler section:

2) on the Krasnodar - Sukhum section:

3) on the Belorechenskaya - Adler section:

In addition, the route of trains No. 102/101 Adler - Moscow and No. 449/450 Adler - Samara from Rostov - Main station to Krasnodar-1 station is being extended.

Passengers of trains delayed due to a natural disaster in the Krasnodar region are offered the following options:

1. Continue the trip after the opening of traffic with re-issuance of the travel document and provision of free accommodation in hotels of JSC Russian Railways or other hotels.

2. Use air transport at the expense of JSC FPC (departure time is agreed upon individually depending on the availability of seats).

3. Refund the cost of travel documents without deducting a commission and accruing bonus points (6 thousand points).

Train crews are currently conducting interviews with passengers on the delayed trains. Representatives of JSC Russian Railways will be present at train stations and stations, who will assist in the implementation of one of the selected options on an individual basis.

In addition, passengers who previously purchased tickets and have not yet traveled to their destinations can return or reissue travel documents for trains running on this section without paying a special fee.

JSC Russian Railways is taking all possible measures to quickly restore train traffic disrupted by flooding in the Krasnodar Territory.

According to forecasts, it may take up to three days to restore the infrastructure for the safe passage of passenger trains. JSC Russian Railways asks passengers to take this into account when planning their trips.

All operational information about the arrival time and possible delays of trains can be found by calling the Unified Information and Service Center of JSC Russian Railways: 8-800-775-00-00.

On the procedure for passengers traveling from Adler, Sochi, Tuapse, Goryachiy Klyuch, Krasnodar and stations located between them during the period of interruption in train traffic:

1. If the passenger wishes to continue the trip by long-distance train

The passenger is accommodated in a hotel with meals (at the expense of JSC FPC) and awaits the opening of the railway service.

To resume the trip, the passenger must contact any ticket office of JSC FPC from the station. Adler to st. Krasnodar for issuing a free travel document to the final destination station (if necessary, with transfers along the way).

2. If the passenger refuses to travel further by long-distance train

To return the cost of a travel document without deducting payments and fees, the passenger must contact any ticket office of JSC FPC from Art. Adler to st. Krasnodar by location.

3. If the passenger wishes, arrange a trip on an aircraft of PJSC Aeroflot Russian Airlines

The passenger must contact the Russian Railways Hotline at 8-800-775-0000 to apply for air travel. When submitting an application, the passenger must provide the train number, departure date, departure station and destination station, telephone number (or email address). The operator informs about the possibility of flying from Adler Airport to the airports of the following cities: Moscow and St. Petersburg.

Within 24 hours after receiving the application, the call center operator notifies the passenger about the issued electronic ticket, provides the reservation number and sends an itinerary receipt to the specified phone number (or email).

If necessary, the passenger is accommodated in a hotel (at the expense of JSC FPC) and awaits departure.

In the case of continuing the route by rail to the station indicated in the travel document, upon arrival the passenger must contact the ticket office of JSC FPC to the senior ticket cashier or administrator to continue the trip by train.

Procedure for passengers traveling in the direction of Adler station during a break in train traffic:

The passenger must contact any ticket office of JSC FPC to return the travel document. In this case, the money is returned for the untraveled distance to the destination station.

In this case, the passenger is awarded 6,000 points under the Russian Railways Bonus program, which the passenger can use after the resumption of railway traffic.

To earn points, a passenger must call the Russian Railways Bonus Hotline 8-800-100-1000 or send a request by email [email protected], providing the necessary details of both the passenger and the trip (to verify the data with the emergency passenger register).

Points are awarded within 10 business days.

The procedure for passengers before the start of the trip in the direction to/from the station. Adler for the period of a break in train traffic:

The return of the travel document is carried out without deduction of payments and fees in the following cases:

when passengers apply before the start of the trip to the ticket offices of JSC "FPK" at the departure station for trains traveling in the direction of the station. Adler and back;

when a passenger contacts any ticket office of JSC FPC from the station. Adler to st. Krasnodar with travel documents issued at the stations of the specified section.

If there are tickets for a return trip and the passenger wishes to leave earlier, the travel document can be reissued without deducting payments and fees.

Russian Railways' subsidiary, the Federal Passenger Company (FPK), is canceling trains with several CIS countries from December 14. We are talking about trains to Ukraine, Azerbaijan, Kazakhstan and Tajikistan. The decision was made due to low profitability, a company representative said. This does not mean the end of railway communication: Ukrainian and other trains will continue to travel to Russia

Branded train "Capital Express" Moscow - Kyiv (archive photo) (Photo: RIA Novosti)

From December 14, Russian Railways cancels trains to a number of CIS countries. A representative of Russian Railways reported this to the TASS agency.

“The decision to cancel trains was made as part of an adjustment to the traffic schedule for 2014-2015 and is due to the low profitability of transportation on these routes,” a representative told the agency. The decision to cancel trains has been made for at least a year. “However, the schedule remains, that is, if necessary, the train can be assigned,” added the Russian Railways representative. He clarified that the decision did not affect transportation in communication with other countries: Belarus, Uzbekistan, Moldova and Abkhazia.

Five trains will remain in international traffic: Moscow - Brest, Moscow - Chisinau, Tomsk - Leninogorsk, Chelyabinsk - Tashkent, Orenburg - Tashkent, a representative of Russian Railways clarified for RIA Novosti.

As follows from the data from the Russian Railways online service for purchasing tickets, as of December 8, the schedule between Moscow and Kiev includes the branded train No. 001Ya “Capital Express”, which is formed by FPC. It also appears on the schedule for December 12th. On December 10, the schedule also includes train No. 015FV, traveling along the route Moscow - Kyiv - Uzhgorod. However, since December 13, there are no trains between Kiev and Moscow served by FPC. The only exception is train No. 047b Moscow - Kyiv - Chisinau. As follows from the online schedule on the Russian Railways website, it will be possible to get to Kyiv by trains operated by the Ukrainian company Ukrzaliznytsia.

The situation is similar with trains in Baku. So, on December 9, train FPK No. 095CH Moscow - Baku departs from Moscow. A similar train departs on December 12. After December 14, until the New Year, the service offers to buy tickets only for train No. 055CH Moscow - Baku of Azerbaijan Railways CJSC.

In April 2014, the State Border Service of Ukraine allowed all male Russian citizens aged 16 to 60 years to enter the country. The country's State Border Service stated that such a measure was taken to prevent terrorist attacks in Ukraine. “Pass of this category will be carried out by decision of the head of the regional department (border detachment) after control only in emergency cases in the presence of: documents confirming family ties, death or serious illness of close relatives, certified originals of invitations from legal entities and individuals or based on information, sent by the administration of the State Border Service,” the border service’s notice stated.

Shortly after this, Ukraine suspended the sale of tickets to Crimea. In response to this, Russian Railways stated that train traffic between Russia and Ukraine is uninterrupted. “There is no talk of closing passenger rail traffic with Ukraine. The only possible restrictions on the advance sale of travel documents due to the need to adjust train schedules (i.e., ticket sales, for example, will begin not 45 days in advance, but 35 days in advance),” the company reported.

However, by May, Russian Railways could not open the sale of train tickets to Crimea from May 28 due to disagreements with the Ukrainian side. “We agreed and agreed, but now the Ukrainian side has informed us that it cannot confirm the booking of tickets [to Crimea] starting on the 28th,” said Russian Railways President Vladimir Yakunin. Russian Railways cannot start selling tickets because “this has not been confirmed by the host railway,” Yakunin added.

In April, Kommersant, citing sources, said that Ukrzaliznytsia asked Russian Railways to stop selling tickets for all trains that ran through the territory of Ukraine. In Kyiv, the request was explained by the fact that train traffic between Ukraine and Crimea was not coordinated.

The number of flights to Ukraine has also decreased. Thus, since March 2014, Russian planes flying in transit bypass Ukraine. Also, the Russian air carrier Aeroflot OJSC announced the cancellation of flights to Kharkov and Dnepropetrovsk.

MOSCOW, December 9. /TASS/. The cancellation of a number of trains to the CIS countries will not affect passengers. The sale of tickets for the canceled trains did not open, the Federal Passenger Company clarified, explaining the revision of the schedule by a sharp decrease in passenger traffic. The railway administrations of Kazakhstan, Azerbaijan, Ukraine and Tajikistan reacted neutrally to the FPC decision, saying that they could cope without Russian trains.

“The reduction in international traffic will in no way affect the interests of citizens: tickets for canceled trains will not be sold,” explained the press service of the Federal Passenger Company, a subsidiary of Russian Railways.

The day before, Russian Railways announced the cancellation of regular trains in communication with Azerbaijan, Ukraine, Kazakhstan and Tajikistan.

Until further notice

The decision to optimize train traffic in domestic traffic and with the Crimean Federal District was made back in June, at the same time a number of trains in international traffic were transferred to running “as directed.”

That is, the train does not actually run, but its purpose is provided in the event of an increase in passenger traffic. And in August, a decision was made to adjust communications with a number of CIS countries, which were announced the day before, the FPC clarified.

Based on the results of the schedule adjustment for 2015, which is valid from December 14, 2014 to December 12, 2015, the number of FPC passenger trains will be 509 pairs against the previously planned 526 pairs.

In international communication with the CIS and Baltic countries, 11 trains are actually provided: from Moscow to Brest (Belarus) - 3 trains and Chisinau (Moldova), to Tashkent (Uzbekistan) from Chelyabinsk, Orenburg, Samara and Kaliningrad, as well as a number of trains from Kaliningrad to Russian cities through the territory of Lithuania and Belarus.

“In communication with Ukraine, some of the trains formed by the FPC were transferred to running “as directed” (31 trains formed by the FPC, 1 train of joint service), and the rest (13 trains formed by the FPC and 2 on joint service) were cancelled,” the FPC statement says . The frequency of running “as directed” is also established for all FPK trains with Kyrgyzstan and Azerbaijan.

Savings on the move

The FPC explains that the train schedule with the CIS countries was “optimized” due to a sharp decrease in passenger traffic. “The decision to cancel trains is due to a significant reduction in volumes in international traffic, which leads to inefficient use of rolling stock and locomotives,” FPC said in a statement.

According to Russian Railways’ IFRS reporting for the first half of 2014, the monopoly’s revenues from long-distance passenger transportation decreased by 1.7% compared to the same period last year, to 85.2 billion rubles, the loss from this segment of Russian Railways’ activities for the same period increased by 14.8%, up to 16.2 billion rubles.

FPC emphasizes that the volume of passenger trains operated by carriers from other countries to Russia has been kept unchanged, and the company itself is ready to “return previously optimized trains into circulation when a stable demand for transportation is generated from passengers at any time of the year.”

Passengers will be transported by competitors

The railway administrations of Kazakhstan, Azerbaijan, Ukraine and Tajikistan reacted neutrally to the FPC decision, saying that they would cope with the existing passenger traffic with Russia even without Russian trains.

“The interests of passengers will not be infringed, since in this direction, in addition to Russian ones, there are also trains of other carriers - Kazakh, Uzbek and others. The existing demand will be satisfied through these lines,” noted the press service of the national railway administration of Kazakhstan “Kazakhstan Temir Zholy" (KTZ).

KTZ also reported that the company does not plan to change the number of passenger trains in the Russian direction in the near future.

The head of the press service of Azerbaijan Railways, Nadir Azmamedov, said that the decision of Russian Railways to cancel trains to Azerbaijan will not create any special difficulties for citizens of the republic, since the weekly Baku-Moscow route organized by Azerbaijan Railways will continue to operate.

“If previously the density of passengers on this flight was low, now it will be optimal,” Azmamedov said, without ruling out, however, that Azerbaijan Railways may turn to Russian Railways with a request to resume flights to Azerbaijan.

“In the summer and winter seasons, the train schedule changes. We will contact Russian Railways and, if the Russian side does not resume flights, if necessary, we can organize additional flights in the Russian direction, running our own cars on these routes,” Azmamedov emphasized.

The State Administration of Railways of Ukraine "Ukrzaliznytsia" does not comment on the decision of the FPC, but declares that all its routes will remain in communication with Russia, a representative of the Ukrzaliznytsia press center told TASS.

“Ukrzaliznytsia is leaving its railway connections for the winter period as they are today,” he noted, adding that currently 19 trains run from Ukraine to Russian territory, including 2 trains to Crimea.

At the same time, he said that “one of the most popular” train 1/2 with the message “Kyiv - Moscow/Moscow - Kyiv” will now run every other day, and not daily, as before.

Tajik Railways (TZD) were surprised by the cancellation of trains announced by FPC, since they independently provide railway communication with Moscow. “All passenger transportation has been carried out only by our railway for the past 20 years,” the TZD press service emphasized, adding that transportation is carried out to Moscow from departure points in the north of the country in Dushanbe and Khujand three times a week.