Return of train tickets

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:

1. The ticket was ordered on the website tutu.ru and paid non-cash using a bank card.
2. The client did not go to the cashier to receive a paper copy or did not use the self-service terminal.
3. 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.

Mobile applications

You can download the program for iPhone from Tutu.ru here

The mobile application from the ticketing service for devices on the Android platform is available at the following address

After installation, users can log into their tutu.ru personal account in just 1 minute and compare which way is more convenient to get to their destination. The program builds different routes, by bus, train or plane. In addition, you can:

1. Buy tickets in just a few clicks. This feature is available even for unregistered users.
2. Print a ticket using your order number in one click.
3. Find the lowest prices from carriers. The service clients have a choice of almost 4,000 trains, both commuter and long-distance, about 1,500 bus carriers and more than 200 airlines.
4. View receipts on one screen for all orders you place.

Also, users have the opportunity to subscribe to notifications to always be aware of new promotions and profitable offers. They will also help you find out when the ticket you need becomes available.

How to return

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

1. On the main page of Tutu.ru, follow the “Login” link.
2. Enter the login and password of the registered user in the appropriate fields.
3. Go to the “Personal Orders” section.
4. Select the desired route.
5. Click on the link “Select tickets for return”.
6. 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.
7. 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.

All about how to return a ticket to Tutu.ru

Ostapenko Ivan Nikolaevich

Consumer Protection Lawyer

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Tutu ru is an online service through which travelers can purchase train and plane tickets. But what if the trip is cancelled? Can users return a Tutu ticket and what needs to be done for this? Read on.

Is it possible to return?

plane tickets purchased on Tutu ? Passengers, according to Article 108 of the Air Code of the Russian Federation, have the right to a refund of air tickets. The client, on his own initiative, can refuse air transportation and return the money spent. In addition, the conditions for ticket refunds are prescribed in the Federal Aviation Regulations. The provision of air transportation services is controlled by the provisions of the Civil Code of the Russian Federation, Order of the Ministry of Transport of the Russian Federation No. 82 and the Law of the Russian Federation “On Consumer Protection”.

How to return a train ticket to Tutu.ru? The rules for returning a railway ticket are regulated by transportation rule No. 473. According to it, the passenger has the right to return the funds for purchasing a ticket (except for half the price of a reserved seat and the commission fee) when returning an unused travel document to the ticket office less than 8 hours, but no later than 2 hours before the train’s departure. The refund is also based on the rules of the Tutu ru service, which can be found here.

Article 23 No. 259-FZ states that a passenger has the right to return a travel document for intercity transport if late or for medical reasons, and receive a refund of the money paid. This right also applies if you purchase a travel ticket on the tutu.ru service.

Causes

The reasons why a passenger may cancel a ticket are divided into refundable and non-refundable.

According to clause 227 of the FAP, forced reasons include :

• delay or cancellation of transportation, change of route;
• air transportation not performed according to schedule;
• the passenger’s trip was not completed, in a situation where it was impossible to provide him with a seat on board;
• a passenger's failed trip in the event of a lengthy baggage inspection or personal search;
• sudden illness of a passenger, or illness or death of a loved one who was supposed to fly with him on the same flight (parents, spouse, children, grandparents, full and half siblings);
• failure to provide the passenger with the service specified in the ticket;
• Incorrect filling of passenger personal data by airline employees.

If the passenger does not show up for the flight or does not notify the airline about the return in advance, then an involuntary return for medical reasons is not possible.

Voluntary return - return at your own full or partial request.

A return on a voluntary basis can be made for the following reasons (clause 229 of the FAP):

• a passenger is late for a flight;
• Incorrect filling of personal data by the passenger when issuing a ticket (error in first name, last name, date of birth, etc.);
• another reason (personal reluctance to fly, quarrel with relatives, inability to fly due to work, etc.).

In this case, the refund is carried out in accordance with the terms of the current tariff plan on an individual basis.

Terms and Conditions

Service fees paid at the time of purchase are non-refundable. For the return operation, a Tutu.ru service fee is charged, the amount of which can be found in the offer or checked with the contact center operator. The airline may also charge a return fee, the amount of which is set by the carrier itself. The amount of the fee depends on the fare conditions and the time frame within which the ticket is returned.

To find out in advance how much money will be returned in case of a refund, when issuing a ticket on the page for entering passenger data, follow the link “Rules for applying the selected fare” and read the conditions. If the passenger has already purchased a ticket, then you can clarify the amount to be refunded from the operators of the Tutu.ru contact center. The fee is not charged if the ticket is returned for forced reasons.

If the carrier returns part of the ticket price with bonuses or a certificate, you can receive the rest in the form of a Tutu.ru certificate (will arrive immediately) or in money (will arrive to your account within up to 30 days).

Refunds for Tutu ru tickets are not possible if they were purchased at the box office.

Deadlines

It is better to return Tutu air tickets as early as possible so that you can return more money and receive a smaller fine. The passenger must notify about cancellation no later than 48 hours before departure . If for some reason a person is unable to notify the company on time, then it is necessary to contact the contact center at least before check-in for the flight by phone number.

Once the flight has been checked in, the ticket cannot be returned.

You can return a train ticket from Tuturu only within a certain period of time:

• more than 8 hours before the departure of the train - losses when returning will be commissions and fees, as well as a commission fee in the amount of about 500 rubles;
• less than 8 hours - losses can be significantly greater regardless of the return scheme.

If the car is trailer , the return period depends on the specific train. It is indicated on the boarding pass.

You must apply for a ticket refund using the email address or phone number you provided when purchasing the ticket. This will make it easier for operators to confirm the passenger’s identity.

How to make a return?

How to return a Tutu e-ticket purchased online? This does not require a personal visit; the client can do it himself.

To return an e-ticket to Tutu ru online, you must log into the application or personal account of the service.

Return processing:

1. On the main page of Tutu ru, go to the “Login” section.
2. Enter your username and password in the fields that open.
3. Go to the “Personal Orders” section.
4. Select the desired route.
5. Follow the link “Select tickets for return”.
6. Mark the passenger for whom the refund is being made. At this stage, the system will automatically calculate commissions and fees.
7. To confirm Fr.

Afterwards, the client will receive a confirmation SMS on the phone and an email confirming acceptance of the request for payment of funds.

If a passenger has several tickets in one order, he can return them all together or only some of them.

How to return tickets purchased on Tutu ru? A refund can be issued by sending a letter to the post office. In the letter you must indicate the reservation number, order number or telephone number specified when placing the order. Or the client can call the Tutu.ru contact center at 7(499)715-41-05. Next, provide the reservation number, order number or telephone number specified when placing the order.

Non-refundable tickets

A non-refundable ticket is an economy class ticket. The buyer saves at the time of purchase, but not after it, since if the trip is canceled, it is possible to return it only for a forced reason .

A passenger can return money for a Tutu ru ticket using a non-refundable type by issuing a paid one.

If a passenger refuses non-refundable tickets, he will only be able to receive the cost of paid services (insurance, food, luggage or pets), bed linen minus the Russian Railways commission in the amount of 203.5 rubles.

Passengers can return tickets due to illness independently in their personal account.

How to return a ticket through Tutu due to illness? In the “Reason for return” column, you must indicate “Passenger’s illness.” After checking, the user will see a list of documents required to return the ticket. Upload good quality photos in jpeg or pdf formats. Once the download is complete, you can submit your application. If the documents meet all the requirements, the center operators will transfer the application to the carrier. In the event of the death of a passenger's relative, a copy of the death certificate is attached.

Exchange

Air tickets can be exchanged based on airline fare rules. A ticket can only be exchanged for a flight of the same airline that the passenger chose when purchasing the ticket.

You can exchange your ticket:

1. Through your personal account. The passenger must go to the “Order Details” section located opposite the order. Then click on the “Exchange ticket” command (be sure to indicate the desired flight and date)
2. Via mail The letter must contain the reservation number, the passenger's telephone number and the order number. Indicate your desired flights and dates.
3. By calling the Tutu.ru support The operator must provide the reservation number, order number or telephone number specified when purchasing the ticket.

When exchanging a ticket, in addition to the airline fee, a Tutu.ru service fee is charged. Its size can be viewed in your personal account when calculating, specified in the offer or from the Tutu.ru contact center operator. As a rule, the largest fee occurs if there are less than 24 hours left before departure.

Refund

If the payment was made by bank card, the money will be returned directly to it. If you chose cash payment, you can get your money back at the checkout. During a personal visit, through the cashier, a refund in cash is usually made immediately. Funds are transferred to your e-wallet within 2 months.

The money is credited to the client’s bank card within a month. This usually happens earlier.

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.).

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:

*—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.

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:

1. 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.
2. 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.

More…

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4. Return of train tickets through the Russian Railways ticket office

The most important thing about non-refundable train tickets

From January 20, Russian Railways began selling non-refundable tickets for long-distance trains at the box office and on the Russian Railways website. These tickets are priced 5-20% less than regular tickets because they cannot be returned. We tell you how to buy them and what is important to know about them.

Why is a non-refundable ticket cheaper?

In short: you do not pay a service fee for returning a ticket.

And now in detail. When you buy a train ticket, you pay for several things at once: for Russian Railways services (this is the “ticket cost” column on the form), for the use of the carriage (the “cost of a reserved seat” column) and service fees, which are not listed on the form.

One of the service fees is the ticket surrender fee. It works like this:

— if you return the ticket earlier than 8 hours before departure, you will be refunded everything except this fee,

— if there are 2 to 8 hours left before departure, a fee and half the cost of the reserved seat will be deducted,

— if there are less than 2 hours before departure or the train left less than 12 hours ago, this fee and the entire cost of the reserved seat will be deducted from the amount.

When you buy a non-refundable ticket, you don't pay a surrender fee, so the price is 5-20% less. The discount depends on the day of purchase/departure, type of carriage, train and other things. It is impossible to predict it accurately, but the closer the departure date, the less benefit will be.

Which carriages have non-refundable tickets?

In short: only in seated carriages, compartments, SV and luxury.

Seats on most long-distance trains are divided into regulated and non-regulated segments. Prices for the regulated segment are controlled by the state - these are reserved seats and general carriages. There will be no non-refundable tickets here.

The unregulated segment is coupes, seated cars, SV, luxury. Their prices depend entirely on Russian Railways, and you should look for non-refundable tickets there.

Which trains have non-refundable tickets?

For example, in these directions in both directions.

Moscow ⇄ Voronezh Moscow ⇄ Izhevsk Moscow ⇄ Kazan Moscow ⇄ Saransk Moscow ⇄ Cheboksary Moscow ⇄ Yoshkar-Ola Moscow ⇄ Volgograd Moscow ⇄ St. Petersburg

So far, not a lot, but in May new directions should appear: between Moscow and Rostov-on-Don, Samara, Ufa. Russian Railways plans to expand the list gradually.

How to buy a non-refundable ticket?

Exactly the same as before, but in addition you will need to choose a fare - full or non-refundable.

How to do it:

1. Select your destination and departure day.

2. A list of suitable trains will open. If there are non-refundable train tickets, we will say this:

3. Choose a location. To see seats that are subject to a non-refundable rate, click the “show non-refundable” checkbox.

3. Then select a tariff.

4. Pay and you're done.

Will there be fewer return tickets?

No. Even if the carriage is o, any seat can be purchased “with return”. Simply select “Refundable tariff” in the tariff column when registering.

Can't you return it at all?

There is nothing irreparable; a non-refundable ticket can also be returned, but only in an emergency. Such situations include:

- the train was delayed for a long time or was canceled altogether, - you were not allowed to take your seat: for example, it turned out to be occupied, - a relative with whom you were going to travel fell ill or died,

- you are not allowed to travel due to injury or illness.

In the last two cases, you will need documents that confirm that you cannot travel on these dates: a death certificate or a doctor’s report with contraindications for travel.

To return your ticket, contact the Russian Railways ticket office no later than five days after the train departs.

yurakrasil / Shutterstock

What do people think

We managed to interview 2,000 people and found out this. 66% are all in favor and are ready to buy a non-refundable ticket if it is even a little cheaper than usual. 4% are also ready to buy, but only if the difference in price is large. 6% say that non-refundable tickets are not suitable for them at all because plans change too often. And 24% are simply against it. But they haven’t read our analysis yet.

What does Tutu think?

We must take it. But only if you are traveling without small children and other travel companions who may disrupt your plans. A non-refundable ticket will be another reason to travel no matter what. And sometimes this is very useful.

Train tickets

Source: https://zen.yandex.ru/media/tu_tu_ru/samoe-vajnoe-pro-nevozvratnye-bilety-na-poezd-5c6faffee9ad0800b479df40