Return of unused travel documents (tickets) for the CIS and Baltic Countries

According to Article 30 of the International Passenger Service Agreement (the Commonwealth of Independent States, Georgia, the Republic of Latvia, the Republic of Lithuania, the Republic of Estonia: 

Par. 1. A passenger or a sender may receive the corresponding carriage charges back. The service fee included in the cost of the travel document is refunded to a passenger if the trip does not start. 

The request for a refund shall be confirmed by a supporting document on the return of a seat or an appropriate mark of the carrier on the travel/carriage document. These marks are certified with a signature, the date and the time of the marking, the name of the point of sale (station). If there is no supporting document or mark, payments shall not be refunded. 

A passenger or a sender has the right to demand marking with any changes in the conditions of the contract of carriage. 

A passenger shall present his/her travel document to the carrier, who is obliged to confirm the request for a refund in the following cases: 

  1. if a travel document has not been used in full or partially due to illness, an accident with a passenger or due to other forced reasons that occurred immediately before the departure of the train or during the trip, upon the submission by the passenger of a relevant certificate confirming these circumstances;
  2. if a passenger cannot start or continue the trip due to the fault of the carrier and if the passenger, for this reason, refuses the trip;
  3. if a passenger, in the absence of a seat in the car corresponding to his/her travel document, has taken a seat in the car of a lower class (type). The train manager or a car attendant shall make a mark about it;
  4. if under a group travel document, an incomplete number of group members travels. The group leader shall prior to the departure of the train present a travel document for transferring seats for sale and marking;
  5. if a passenger refuses to start a trip for personal reasons and if a passenger is late not more than 1 hour after the departure of the train;
  6. if a passenger, for personal reasons, refused to travel further at a passing station and has presented his/her ticket for marking within 3 hours after the arrival of the train he/she arrived;
  7. during a stop during the trip upon presentation of travel documents within 3 hours after the arrival of the train after the arrival of the train he/she arrived.

Claims for refunds shall be accepted by the carrier within the time limits established by Article 37. 

Refund of carriage charges shall be made by contractual carriers in the state of issuing a travel document. 

Par. 2. If a change in the conditions of the contract of carriage or its termination occurs due to the fault of the carrier,a passenger (a sender) shall be compensated with: 

  1. the cost of a ticket and a reserved seat for the distance not passed, other fees and charges, if the passenger cannot start or continue the trip;
  2. the cost of a group ticket and a reserved seat for group members who refused to start the trip, commissions and other charges if an incomplete number of group members went on a group trip;
  3. the cost of a ticket (an individual or a group one) and a reserved seat for the distance not passed if a passenger refuses to travel further at any passing station;
  4. the difference between the cost of the ticket and reserved seat charged from a passenger and the cost of an actually used class (type) of car and the travel distance if a passenger, in the absence of a seat in the car corresponding to his/her ticket and a reserved seat, made a trip in a lower-class (type) car.
  5. the cost of carriage of luggage and cargo-luggage for the distance not passed. If the luggage or cargo luggage is retained at the intermediate station not due to the fault of the carrier, but due to the fault of the customs authorities or other authorities, the carriage charges for the carriage of luggage or cargo luggage are not refunded pursuant to Article 39.

Par. 3. If a change in the conditions of the contract of carriage or its termination occurs due to forced reasons of a passenger, a sender (illness, accident, etc.), the following shall be refunded: 
  1. the cost of a ticket for the distance not passed, except for the cost of a reserved seat and other fees and charges: 
    • if a passenger could not start or continue the trip and presented a travel document for marking within 10 days after the expiration of the validity of the supporting documents;
    • if a passenger refused to travel further at a passing station and presented his/her travel document for marking within 3 hours after the arrival of the train he/she arrived; 
  2. the cost of carriage of luggage and cargo luggage, except for other fees and charges, if a sender refuses the carriage before loading luggage or cargo luggage into a car;
  3. the cost of carriage of luggage for the distance not passed, except for other fees and charges, if the cost of a ticket is also returned for this distance;

A passenger, a sender shall prove the forced nature of the reasons. If the forced nature of the reasons is not proved by a passenger or a sender, the carrier is guided by Par. 4 of this Article in refunding the carriage charges. 

Par. 4. If a change in the conditions of the contract of carriage or its termination occurs due to personal reasons of a passenger or a sender,  the following shall be refunded under the applicable calculated tariff: 

  1. the cost of a ticket and reserved seat: 
    • if a passenger has presented a travel document (except for group ones) for marking at least 24 hours before the departure of the train indicated on the travel document;
    • if group travel documents are presented for marking 7 days before the train departure;
  2. the ticket cost and 50% of the reserved seat cost: 
    • if a passenger has presented a travel document (except for group ones) for marking in the interval from 24 hours to 6 hours before the train departure;
    • if group travel documents are presented for marking less than 7 days, but within 3 days before the departure of the train.
  3. the ticket price for the distance not passed, except for the cost of a reserved seat: 

    • if a passenger refused to start the trip and presented a travel document (except for group ones) for marking within 6 hours before the train departure, but at least 1 hour after the train departure; 
    • if a passenger refused to travel further at a passing station and presented his/her travel document for marking within 3 hours after the arrival of the train he/she arrived; 
    • if group travel documents are presented for marking less than 3 days, but within 1 days before the departure of the train;
  4. the carriage cost of luggage and cargo luggage 
    • if registered luggage or cargo luggage was taken back before the departure from the departure station;

  5. the cost of carriage of luggage for the distance not passed. 
    • if registered luggage or cargo luggage was taken back at one of the intermediate stations, provided that the ticket cost is refunded for this distance.

Par. 5. The cost of lost (stolen) travel documents and duplicates of lost (stolen) travel documents is not refunded.

 The refund of restored damaged, torn, burnt, got damp travel documents shall be made in accordance with the national legislation of the state of the contractual carrier that restored the travel document.

Par. 6. In refunding carriage charges for passenger travel or for the carriage of luggage or cargo luggage, fees related to refunds shall be withheld from a passenger or a sender, except when carriage charges shall be refunded in accordance with Par. 2 of this Section. 

Par. 7. If a passenger has returned his/her travel document to a contractual carrier in the state of its issuing before the trip starts, the refund of the sum paid shall be made (except for cases provided for the refund of group travel documents and travel documents paid by bank transfer), in accordance with the national legislation. 

In other cases, the refund shall be made under the complaint procedure upon the written application of a passenger or a sender. 

Par, 8. The refund of the sums paid under travel documents issued in one state and presented for return in another state shall be carried out in the following order: 

  1. a passenger shall provide the carrier with travel documents for the transfer of seats for sale;
  2. the carrier shall make a mark on the return of seats. An unused travel document shall be returned to a passenger and an supporting document (the AMS Express) shall be issued. If there is no technical ability to issue a supporting document (the AMS Express), a corresponding mark shall be put on the travel document;
  3. refunds shall be made by the contractual carrier of the state of issuing upon presentation of a travel document with the carrier's mark or upon presentation of a travel and supporting documents.

Par. 9. In case of a reduction in group members upon which the application of the discounts established by the applicable tariffs changes or is excluded, the travel cost for the group shall be recalculated.

Par. 10. The refund procedure for carriage shall be established by the national legislation of the contractual carrier. 

Refunds to passengers for unused travel documents paid for by bank payment cards, in a ticket office equipped with POS terminals shall be carried out on the bank payment cards. In case of: 

  • absence of a POS terminal;
  • issuing of travel documents in international traffic;
  • simultaneous return and issuance of a new travel document;
  • re-issuance of travel documents

If a passenger does not have a bank payment card, the refund of the amounts paid shall be made in the following order: 

  • a ticket cashier shall make a mark on the return of seats;
  • an unused travel document shall be returned to the passenger and a supporting document (the AMS Express) shall be issued;
  • the refund to the passenger's bank payment card is carried out within 6 months, upon presentation of the original travel document and a supporting document confirming the return of seats to the ticket office. 
  • The tariff charged for booking of seats and issuance of travel documents (tickets) shall not be refundable. An established fee shall be charged for a refund procedure for unused travel documents. 

    In all cases of refund of the travel cost for unused travel documents (tickets), the documents shall be taken. 


Was the article helpful?
0% users find this article useful
Do you need more information?
If you could not find the information you need, write to us or contact the Contact Center of the Belarusian Railway by phone 105 beltelecom mts  velcom  life (round the clock). The list of issues on which it is possible to contact the employees of the Contact Center

Getting started with help
2.Use the side help menu

Browse the help sections of the Belarusian Railway service, which are highlighted in the side menu. Headings have nesting (subheadings) for a clearer structuring of information

3.Use the search bar

Quick search for informational articles by keywords. For example, bicycle

4.Contact the Belarusian Railway Contact Center

If you could not find the information you need in the certificate, write email or call number 105 beltelecom mts  velcom  life

  • Booking tickets by phone 105 beltelecom mts velcom life (24h/7).
  • Belarusian Railways Passenger Support Service by calling 151 beltelecom mts velcom life (24h/7), e-mail brail@rw.by
  • Service information for people with hearing loss skype Minsk, Hrodna, Homieĺ
  • Service information for people travelling abroad, by phone (+375 222) 39 25 47
Service information for people with hearing loss skype Minsk, Hrodna, Homieĺ
Service information for people travelling abroad, by phone (+375 222) 39 25 47