Here's how to return an e-ticket using your order number

What tickets can be returned through Tutu.ru

The procedure for canceling railway passes purchased through the service is regulated by the rules of Russian Railways JSC and the online service. A refusal can be issued if several conditions are met:

The ticket was ordered on the website tutu.ru and paid non-cash using a bank card.
The client did not go to the cashier to receive a paper copy or did not use the self-service terminal.
The passenger has completed electronic check-in on the website, and there is more than 1 hour left before the flight departs. An exception is the purchase of travel in a trailer carriage. In this case, you can issue a refusal several hours or days before departure. To clarify the deadlines, you need to log in to your Tutu.ru personal account.

In other cases, to receive the money spent, you will have to contact the railway station ticket office.

Train tickets

The railway is a well-coordinated mechanism that works like a clock according to a specific schedule. In order to find out the traffic schedule between stations, you can do it in two ways. The first is to go to the Tutu.ru website, where you need to fill out the search form and click the “Find train tickets” button. The second is to do a similar procedure with the search form on our website. And in both cases you will get exactly the same result.

What to do if there are several train stations at the points of departure or destination, for example, in Moscow? A drop-down hint in the search form will offer several options from which you just have to choose the one you need.

If you plan to travel there and back, you will need to indicate the return date on the form. If you have not yet figured out the deadlines, simply do not indicate them if the search is carried out on the Tutu.ru website. In the results, you will be able to view the train schedule and select the desired dates by clicking the appropriate button.

Registration and payment

If you have found the ticket you need, you can proceed to issue it and pay for it.

You can pay for your travel document using electronic payment systems, bank cards (including MIR) and in cash at Euroset communication stores. Please note that the reservation for the selected ticket is stored for 15 minutes. When choosing to pay in cash, you need to understand that you may not be on time. In this case, the order will have to be placed again.

Is it possible to return a ticket?

If circumstances arise in which your trip is cancelled, then do not worry. The Tutu.ru company has provided the possibility of returning any ticket purchased on the site. The procedure will be much easier if the payment was made by credit card - the money will be returned directly to it. If other methods were chosen, then you can get your money back in cash at the cash register.

Please note that if there are more than 8 hours before the train departure, then the loss upon return will be commissions and fees, as well as a complaint fee in the amount of about 500 rubles. If there are less than 8 hours left before the train departs, then the losses can be significantly greater, regardless of the return scheme.

How to return

The following instructions will help you issue a return of an e-ticket using your order number:

On the main page of Tutu.ru, follow the “Login” link.
Enter the login and password of the registered user in the appropriate fields.
Go to the “Personal Orders” section.
Select the desired route.
Click on the link “Select tickets for return”.
Please note the name of the person who is canceling the trip. The system will calculate the amount to receive, taking into account the withheld commissions and fees.
Confirm your decision by clicking “Make a return”.

After this, the passenger will receive an SMS and an email confirming acceptance of the request for payment of funds.

In what cases can you not cancel an e-ticket?

Since 2021, refundable and non-refundable passes have become available for sale on long-distance trains. The latter are usually sold at a significant discount.

If a passenger refuses a non-refundable travel pass, he will receive only the cost of paid services (insurance, food, luggage and/or pets), bed linen minus the Russian Railways commission in the amount of 203.5 rubles. An exception applies to cases where the amount to be paid is less than the commission.

The grounds for forced return are:

illness or death of a passenger or relative;
flight delay, cancellation or lack of seats in the carriage.

In this case, a refund is issued in accordance with the claim procedure. You can collect your payment and submit your application at the Russian Railways ticket office.

You cannot issue a refund for an electronic train ticket through Tutu.ru:

on a long-distance flight within Russia;
fast trains with 7000 numbering;
for trains traveling to Abkhazia, CIS and Baltic countries;
for flights departing to foreign countries (France, Finland, etc.).

How to return an e-ticket

If you bought a ticket on Poezd.ru and did not issue it on Russian Railways form, everything is simple: you can return the ticket from your personal account on the website or from the order management page (the link is in the purchase notification letter).

If you have completed electronic registration, a refund is possible no later than an hour before the train departs from the initial station of its route (for example, for the Moscow - Kislovodsk train - an hour before departure from Moscow). If the ER is not passed, you can return the unused ticket and issue a refund at any time before the train departs.
If you have multiple tickets in your order, you can return all or some of them.
If you need strict reporting forms for accounting, after returning the ticket, you can download a receipt of miscellaneous fees (CRF) from the website.

Soon after returning the ticket, you will receive an SMS and e-mail with detailed information about the refund for tickets (amount, term, method of payment) and the necessary links.

Another option is to return it at the Russian Railways ticket office. Regardless of where you bought your ticket, you can return it at the ticket office at any Russian train station. In this case, the ticket can be returned by the person in whose name it was issued; You must have with you the document for which you purchased the ticket.

If you have an electronic ticket for a carriage where you must pay for the entire compartment (classes 1A, 1M, 1I, 1B, 1P, 1E), then you can only return all tickets from the order at the same time.

What commissions will be withheld, and can they be returned due to illness?

When calculating the amount payable for an unused travel coupon, the fare and type of carriage are taken into account. At a minimum, the following will be withheld from the funds spent:

Russian Railways tax: for electric trains and interregional trains - 203.5 rubles, for refusal to travel to non-CIS countries - 10 euros;
agent commission – from 40 to 90 rubles. depending on the cost of travel, free of charge - if the cost of the trip is less than 1,100 rubles.

You can get back almost all of the money spent only for a trip on high-speed trains that didn’t take place. In other cases, the cost is paid in part, taking into account the time before departure and the route:

Registration of refusal	Electric trains numbered 7000	Across Russia	CIS countries, Baltic countries, Abkhazia	Far abroad
	Before the train departs
in 24 hours	Almost the entire amount (minus commissions and fees)	75–90%	75-90%	75-90%
less than 24 and more than 12 hours before departure			60-70%
in 8 hours
In 6 hours		60–70%
In 5 hours			40-50%	due to illness*
In 2 hours
less than 2 hours	50%	40-50%
less than 1 hour			due to illness*
After the train departs
1 hour	No payments	40-50%	40-50%	due to illness*
Till 12 o'clock			due to illness*
More than 12 hours		due to illness*

*—a doctor’s certificate is required for proof.

If a passenger falls ill in another country, when returning to Russia, a certificate from the hospital in the country of departure is required to issue a refusal. Russian Railways rules for such situations provide the following periods from the moment of train departure:

if a trip around Russia was planned - 5 days;
travel to the CIS and Baltic countries – 10 days;
Finland, France and other foreign countries – 30 days.

Tickets for electric trains, branded and fast trains

There are many ways in the world to get from point A to point B. The fastest way is to fly by plane. But what if there is no air service between settlements or the tickets are very expensive? The railroad comes to the rescue. Over its long history, the network of these communication routes has entangled many countries around the world like a real web.

The official one provides the opportunity to find a ticket for any train operating within Russia, as well as for many trains carrying passengers throughout the CIS countries and Europe.

Where and when can you get money?

Receipt times depend on the payment method on the Tutu.ru website.

If the travel pass was paid for online with a bank card, the payment will be credited to the card account within 30 days. You cannot change your details or change a wire transfer to receive cash through a cash register.

Users who used a gift certificate to pay for travel will receive a new one within 30 days. The Tutu.ru service fee and fines provided for by the rules of Russian Railways will be written off from the face value of the certificate.

If the passenger paid partly with a certificate and partly with a card, the refund will be made as follows:

Fees from the online service and Russian Railways will be deducted from the amount payable. The money will be credited to the card within 30 days.
The new certificate will appear in your personal account and will be available for subsequent payments in a month. If the amount of payment to the bank account is less than the amount of commissions and fines, the difference will be deducted from the cost of the certificate.

If the electronic ticket was submitted at the cash desk, the money will be credited to the card within a month. When filing a return for a claim, the payment period will be extended:

• on domestic intercity routes – up to 60 days; • for cancellation of a trip to the CIS countries, the Baltics and Abkhazia – up to 60 days; • for trains abroad – up to 210 days.

How to exchange departure date

In order not to issue a refusal, site users can change the departure date. In this case, there are 2 options:

Cancel the order in your personal account, submit the ticket online and buy a new electronic travel pass. Unfortunately, the funds spent on the purchase of the first pass will not be returned immediately, but within 30 days. The fee of the Russian Railways, the commission of Tutu.ru and the payment system will be deducted from the amount.
Go to the exchange office at the train station. To do this, you will need the passenger's passport, order or reservation number. Unfortunately, in this case you will have to pay the fare again, but the commission will be 60 rubles less. The cost of a previously paid ticket will also be credited to the card within 30 days.

When contacting the station, it is important to remember that you can exchange your ticket for another train if there are at least 24 hours left before its departure.

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If a passenger misses the train for an important reason (illness, accident, accident), the ticket can be returned within five days from the date of departure of the train. These are the timings for trains in Russia. For trains to the CIS and Baltic countries - up to 10 days.

In this case, approximately 40-50 percent of the ticket price will be returned, the time frame for returning money to the card is up to 180 days. For trains to non-CIS countries, you can return the full cost of the ticket (minus the Russian Railways tax of 10 euros) within 30 days after departure. To return, you need to write an application and provide supporting documents: a certificate from the hospital, a traffic police report, and so on.

When returning tickets at the Russian Railways ticket office, be sure to have with you the document specified when purchasing it, a printed boarding pass, a number for electronic tickets, or the ticket itself on a form if it was purchased at the ticket office or printed at the terminal.

According to the rules, for this, the person giving up the ticket must have with him the ticket itself, his own passport, the passport of the passenger whose ticket is being handed over, and a power of attorney to hand over the ticket, certified by a notary. You can try with an uncertified power of attorney, but in this case it must at least be handwritten. Without a power of attorney, it is almost impossible to hand over a ticket.

If there are errors on the ticket, you do not need to return it to the ticket office. In order for a passenger to be put on a train, the ticket must not contain more than one incorrect letter in the last name and one incorrect number in the passport number.