CANCELLATION OF E-TICKETS

How do I cancel my e-ticket on the website?
  • Go to the My Orders section of your personal account;
  • Press "Request ticket status";
  • Click on "Cancel".

Further details on the cancellation of e-tickets online.

How do I cancel my e-ticket at the ticket office?

E-tickets can only be cancelled in Russia at any ticket office that does ticket cancellations.

The ticket can only be cancelled by the passenger in person. In exceptional cases, it is possible to cancel a ticket using a power of attorney. To cancel your ticket, you must present:

  • the control coupon or e-ticket/order number;
  • your passport (or any other identification document listed on the ticket).

If you have previously collected a paper ticket at a ticket office or a self-service terminal, you must present that instead of the control coupon.

How much of the cancelled ticket price will I get?

When a domestic e-ticket is cancelled, the refund will be credited to the bank card that was used to make the payment:

  • Up to 8 hours before departure: full fare consisting of the cost of the ticket and the cost of seat reservation;
  • Less than 8 hours but no later than 2 hours before the train’s departure – the cost of the ticket and 50% of the cost of seat reservation;
  • Less than 2 hours before train departure – only the cost of the ticket. The cost of seat reservation is not refunded;
  • If the passenger is late for the train, within 12 hours of departure or due to illness/accident (with supporting documents) within 5 days of train departure – only the cost of the ticket. The cost of seat reservation is not refunded.

There is also a cancellation charge of RUB 3.20 per seat (the rate set by the Federal Antimonopoly Service of Russia).

When cancelling an e-ticket for express suburban trains with seat assignments:

  • up to 8 hours before train departure – full price;
  • less than 8 hours but no later than 2 hours before departure – 50% of the ticket price;
  • less than 2 hours before departure – the ticket price is non-refundable.

A fee is charged for the cancellation of an e-ticket. The amount of the charge is set by the carrier.

Cancellation of tickets for international trains.

I have cancelled my e-ticket, when will the money be credited to my card or e-wallet account?

The refund for unused e-tickets will be credited to the payer’s account that was used to pay for the e-ticket within the time period specified in the respective payment system rules (7 to 30 calendar days after the cancellation is completed in the personal account).

After Bank VTB PAO processes the refund transaction, a tab "Refund Details" will appear in the user’s personal profile containing information on the last four digits of the card number to which the refund has been made, the date on which the refund transaction was processed, the amount due for the refund and the ARN number (unique identifier of the transaction in bank acquiring).

Attention! If the money has not been credited to the card within 30 days of the refund, please contact the bank that issued the card that was used to make the payment (the last 4 digits of which are shown on the "Refund Details" tab), indicating the ARN number in the claim form. This number will enable the bank to track where the passenger’s money is currently located. When paying for e-tickets with e-money, you should contact the operator supporting your e-wallet.