Ticket exchange #

You can exchange a railway ticket only at the ticket offices of the Russian Railways. If you cannot visit the ticket offices for an exchange, request a ticket returt and buy a new ticket.

Ticket return #

Returning tickets with electronic registration #

You can return a ticket with electronic registration online before the time specified in the electronic ticket. To return your ticker, write to the Ozon Travel support chat.

If you have not managed to return the ticket online before that time, you can make a return only at the Russian Railways ticket offices.

Returning tickets without electronic registration #

If the electronic registration service is not available for your ticket, you can return the ticket via Ozon before the train departs from your station. To return your ticket, write to the Ozon Travel support chat. Once the train leaves your station, you can return the ticket only through the Russian Railways ticket office, providing the original ticket.

Returning a ticket issued at a non-refundable fare #

If you purchased a ticket at a non-refundable fare, you can return it only at the Russian Railways ticket offices in the following cases:

• sudden illness of a passenger or their traveling companion, who is a family member: a spouse, a parent or an adoptive parent, a child or an adopted child;
• injury due to an accident, confirmed by the relevant documents;
• death of a passenger’s family member;
• cancellation of the train departure or its delay;
• refusal to provide the seat indicated in the ticket.

Returning a ticket issued on the Russian Railways blank #

You can return such a ticket only at the ticket offices of the Russian Railways.

Returning a ticket at the Russian Railways ticket office #

A return procedure for a ticket at the Russian Railways ticket office may take longer than returning a ticket online. If tickets can still be returned online, we recommend writing to the Ozon Travel support chat.

To return a ticket at the ticket office, provide the ticket and the original identity document used when issuing the ticket.

If the ticket with electronic registration is returned by an authorized person, they must present a power of attorney.

Ticket return terms for Russian Railways ticket offices #

For trains inside Russia: at any time before departure and within 12 hours after the departure of the train from your station.

For international trains: at any time before the departure of the train from the starting station of the route and no later than 6 hours before the departure of the train from your station.

Fees for returning train tickets #

Russian Railways withholds a fee for the provision of a ticket refund service. The minimum fee is 2.30 rubles for each seat when returning the ticket:

• for trains within Russia—at least 8 hours before the departure of the train from the passenger boarding station;
• for trains between Russia and the CIS and Baltic countries—at least 24 hours before the departure of the train from the passenger boarding station.

The Ozon Travel service fee for issuing a railway ticket refund service is 3.5% of the ticket price, but not less than 20 and not more than 500 rubles.

If you return the ticket later than the specified time, the fee will increase. To find out the exact amount of the fee, write to Ozon Travel support chat.