Using technology from Russian Railways - Digital Passenger Solutions LLC

How to get a refund for unused e-tickets

You can get a refund for the entire order or for any separate e-ticket in the order. There are three ways do do this:

In your personal UFS account
Through the Your order service on the UFS website
At a ticket office

General refund rules

When returning an unused e-ticket:

The additional service fee is non-refundable, regardless of circumstances.
A fee is charged for each seat when refunding an unused travel document. No fee is charged when refunding unused free e-tickets issued for children up to 5 years of age without a reserved seat.
The cost of services (including bed linen) is refunded in full.
For e-tickets issued for a VIP car (first-class car with service class 1A, 1M, or 1N), a conference room on the Sapsan train (car No. 01, seats 27 to 30 of service class 1Р), 1st class 2-berth sleeper car service class 1E, sitting car (service class 1B) with the whole compartment paid for, a refund can only be issued for all tickets together.

Refunds will be made to the account that was used to pay for the e-ticket within 3 to 30 calendar days following the refund application. If you have any concerns or have not received the refund within this period, please submit a written claim to the bank that issued your card.

Amounts that can be refunded

For tickets on a Russian train within the Russian Federation:

if the refund application is made no later than 8 hours prior to the train's departure from the passenger boarding station, the fare, consisting of the ticket price and cost of the reserved seat/berth, will be refunded;
if the refund application is made less than 8 hours but more than 2 hours prior to the train's departure from the passenger boarding station, the ticket price and 50% of the cost of the reserved seat/berth will be refunded;
if the application for refund is made less than 2 hours prior to the train's departure from the passenger boarding station, only the ticket price will be refunded. The cost of the reserved seat/berth will not be not refunded;
only when applying for a refund at the ticket office: if the refund application is made after the passenger has missed the train (within 12 hours after the train's departure from the passenger boarding station) due to illness or an accident as confirmed by appropriate documents (submitted within 5 days of the departure of the train for which the travel document was purchased), only the ticket price will be refunded. The cost of the reserved seat/berth will not be refunded.

For tickets on a high-speed local train with reserved seats:

if the refund application is made no later than 8 hours prior to the train's departure from the passenger boarding station, the full ticket price will be refunded;
if the refund application is made less than 2 hours prior to the train's departure from the passenger boarding station, 50% of the ticket price will be refunded;
if the refund application is made after the train's departure from the passenger boarding station, you can only apply for a refund in the ticket office. In this case, the ticket price will not be refunded.

For tickets on international trains to/from CIS countries, the Republic of Latvia, the Republic of Lithuania, the Republic of Estonia and the Republic of Abkhazia:

if the refund application is made no later than 24 hours prior to the train's departure from the passenger boarding station, the fare, consisting of the ticket price and cost of the reserved seat/berth, will be refunded;
if the refund application is made less than 24 hours but more than 6 hours prior to the train's departure from the passenger boarding station, the ticket price and 50% of the cost of the reserved seat/berth will be refunded;
if the refund application is made less than 6 hours prior to the train's departure from the passenger boarding station, only the ticket price will be refunded The cost of the reserved seat/berth will not be refunded;
only when applying for refund at the ticket office: if the refund application is made after the passenger has missed the train (within 1 full hour after the train's departure from the the passenger boarding station) due to illness or an accident within 10 days after the validity of the confirming documents expires, only the ticket price will be refunded. The cost of the reserved seat/berth will not be refunded.

Important! Refunds will not be issued for unused e-tickets electronically registered for trains to/from the Republic of Latvia, Republic of Belarus, Republic of Estonia and the Republic of Kazakhstan if the refund application is made less than 1 hour prior to the train's departure from the station where the route commences.

For tickets on international services trains listed in the section for buying tickets):

if the refund application is made no later than 6 hours prior to the train's departure, the fare, consisting of the ticket price and cost of the reserved seat/berth, will be refunded;
if the refund application is made less than 6 hours prior to the time of the train's departure as indicated in the travel document, the cost will not refunded.

Important!Refund applications for electronically registered e-tickets made less than 1 hour prior to the train's departure from the station where the route commences and more than 6 hours prior to the train's departure from the passenger boarding station (local time), will be considered under a claim procedure.

Rules and deadlines for applying online for refunds of unused e-tickets

Online refunds will only be issued to tickets purchased with a bank card.

You can apply for an online refund through your personal account or the Your Order service at www.ufs-online.ru. To do this, click the Refund Ticket button in Your Order or in your Personal Account.

To apply for a refund, just enter the number of the identity document used when your purchased the ticket and click "Check the refund amount". The screen will display the amount due for refund. Then, click "Confirm refund application".

Users applying for a refund of unused e-tickets online act on behalf of all passengers on the order. Therefore, all passengers on the order are deemed to be have been informed of the trip's cancellation.

What is the deadline for applying for a ticket refund

For trains on domestic routes within the Russian Federation and for international routes with CIS countries, the Republic of Latvia, the Republic of Lithuania, the Republic of Estonia, and the Republic of Abkhazia, you can apply for a ticket refund:

for tickets without electronic registration – any time prior to the train's departure from the passenger boarding station*;
for electronically registered tickets – no later than 1 hour prior to the train's departure from the station where the route commences*.

For international trains (non-CIS countries):

for tickets without electronic registration – no less than 6 hours prior to the train's departure from the passenger boarding station*;
for electronically registered tickets – no later than 1 hour prior to the train's departure from the station where the route commences, and no later than 6 hours prior to the train's departure from the passenger boarding station*;
when applying under the claim procedure – no less than 1 hour prior to the train's departure from the station where the route commences, and no later than 6 hours prior to the train's departure from your boarding station (local time)**.

For local trains:

for tickets without electronic registration – any time prior to the train's departure from the passenger boarding station*;
for electronically registered tickets – no later than 1 hour prior to the train's departure from the station where the route commences*.

Important! No online refund applications for e-tickets will be accepted after you have been issued a boarding pass printed on a travel document form at a Russian Railways ticket office or from a self-service terminal. You can only apply for a refund from a Russian Railways or Federal Passenger Company ticket office.

* The time is indicated on the e-ticket's check coupon.

** Unused e-tickets with electronic registration for trains travelling to/from the Russian Federation and the Republic of Latvia, the Republic of Lithuania, the Republic of Estonia, the Republic of Belarus, the Republic of Kazakhstan and the Kyrgyz Republic will not be refunded if the refund application is made less than 1 hour prior to the train's departure from the station where the route commences.

Rules and deadlines for applying for refunds of unused e-tickets at a ticket office

You can apply for a refund for an unused e-ticket before the set deadline at any ticket officewithin the Russian Federation authorized to refund tickets. You need to provide the number of your e-ticket/order and identity document, whose number is shown on the e-ticket. If you have already received a boarding pass printed on a travel document form, submit this form and your identity document to the ticket office.

Unused e-tickets for international trains (non-CIS countries) can only be refunded in international ticket offices. Passengers can apply for a refund for unused e-tickets for high-speed local trains in the carrier's ticket office at the station where the train departs or arrives.

Refunds for unused e-tickets can only be issued within the Russian Federation.

You can usually apply for a refund for all e-tickets in an order, except for e-tickets with a boarding coupon (travel document) issued in a ticket office or at a self-service terminal.

Refunds for Sapsan tickets issued at a special return fare

Refunds for Sapsan e-tickets issued at a special return fare can only be issued if both parts (to and from) of the tickets are presented to the ticket office.

Refund applications for unused return Sapsan e-tickets issued at a special Return fare are considered under the claim procedure; to apply for a refund:

Contact the ticket office and obtain confirmation that your seat reservation has been cancelled.
With this confirmation and a written refund application, please contact (in person or by mail) the North-Western Directorate of High-Speed Service, a structural unit of the Directorate of High-Speed Service located at: PO Box 53, Reka Slavyanka-LEP Railway Section, Metallostroy settlement, St. Petersburg, 196641, Russian Federation.

Passenger refunds are issued with a 20% deduction for the single fare.

Refunds for electronically registered tickets for train journeys within Russia

Unused electronically registered e-tickets for train journeys within Russia are refunded as follows:

on a routine basis, if from 20 minutes to 3 hours after the train has left the passenger's departure station, the passenger personally visits the ticket office and produces his/her identity document indicated in the e-ticket;
under the claim procedure if:
- less than one hour has passed since the train's departure from the first station on its route and no more than 20 minutes since the train left the passenger's departure station;
- more than 3 hours have passed since the train left the passenger's departure station; but no more than 12 hours, after the train's departure from the passenger boarding station;
- refund applications for electronically registered e-tickets are submitted by an authorized person with power of attorney;
- in other cases provided for by regulatory documents.

Applying for a refund in other countries

You can apply for ticket refunds in ticket offices in CIS countries and the Baltic States by submitting the boarding coupon printed on the travel document form. Reserved seats/berths are not refunded. To receive a refund, contact the international ticket office in the Russian Federation within 6 months from the date of the train's departure and present the form confirming cancellation of the seats/berths reservation, the unused boarding coupon printed on the travel document form and your identification document.

You can only apply for a refund in ticket offices European countries by submitting the travel document printed on the established form. The travel document shall be marked as not used and shall indicate the time (hours, minutes), date, month and year when the passenger contacted the ticket office. To receive a refund for an unused travel document, contact the international ticket office in the Russian Federation within one month of the date of the train's departure indicated in the travel document, and submit an application and the unused travel document with the corresponding note on it. The application will be considered within 180 days from the date of its receipt.

Section