Agent’s Guide to

Booking and Processing

Russian Railways E-Tickets

05.12.17 Table of Contents

1.0 FEATURES ...... 2 1.1 Booking Horizon ...... 2 1.2 Travel Links ...... 2 1.3 Types ...... 2 1.4 Train Classes ...... 3 1.5 Train Routes ...... 5 1.6 Train Tickets ...... 6

2.0 ELIGIBILITY ...... 7 2.1 Availability and Train Tickets ...... 7 2.2 Payment and Booking Issues ...... 8 2.3 Processing Train Tickets ...... 9 2.4 Types of Tickets: Children, Less able & Group Booking ...... 9 2.5 Confirmation of the Booking ...... 10

3.0 VALIDITY ...... 10

4.0 DISCOUNTS ...... 10

5.0 CONDITIONS OF USE ...... 10 5.1 Changes to the Booking and Cancellations ...... 10 5.2 Lost Tickets ...... 11 5.3 Journey Delays ...... 11

6.0 GENERAL: Travel Notes ...... 11 6.1 Train Facilities ...... 11 6.2 Train Culture ...... 13 6.3 Sightseeing ...... 14

7.0 APPENDIX: ...... 15 7.1 Table of stations for customers (Cyrillic translations): ...... 15

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1.1 Booking Horizon - When can customers book their tickets? - Sapsan can be booked 90 days before date of travel. The Grand Express train between and Petersburg is released 60 days before. - All other tickets will only go on sale 45 days before date of travel. Therefore, it is not possible to confirm destinations or Moscow issue tickets more than 45 days before date of travel. 1.2 Travel Links - What are the main train stations in Moscow & St Petersburg? - 9 major train stations in Moscow: Belorussky, Kazansky, Yaroslavlsky, Leningradsky, Kievsky, Paveletsky, Savyolovsky, Kurskiy, Rizhskiy - 5 major train stations in St Petersburg: Moskovsky, Finlandsky, Varshavsky, Baltiysky, Vitebsky. - See table below for Train destinations, metros, airports - (with Cyrillic translation).

1.3 Train Types Below are the main types of trains that customers will come across when travelling through . Next to the title is the Russian name for the train that customers will find on to their tickets, while the sign next to it is how the trains are visible when booking on ACP RailNet.

- Firmenny (ФИРМ) : - Modern trains with certain standards of quality - Fastest and minimum number of stops - Often with specific interior designs, as some towns and cities have their own original trains proudly representing its heritage. - Often Spalny Vagon and Kupeny (see 1.2 Train classes) – not always Platskartney - Popular trains are the ‘Rossiya’ and ‘Krasnaya Strella’ - Routes: Russian domestic long distance rail routes. - Skory (СК) : - Express trains - More convenient arrival / departure times - Minimum number of stops (but more than Firmeny) - Comfortable for long distance routes - Routes: Russian domestic long distance rail routes Allegro Train

2 | P a g e - Skorostnoj (СКРСТ) : - High speed seating coaches/trains - Not often featured for long distance journeys - Most well known trains are the Sapsan and Allegro - Routes: St Petersburg to Moscow, or St Petersburg to Helsinki - Passazhursky (ПАСС) : - Passenger trains - Great number of stops, therefore the slowest - Will usually have Kupeny and Platskartney classes – not often Spalny Vagon (see 1.4 Restaurant Carriage in Grand Train Train classes) - Routes: Russian domestic rail routes

1.4 Train Classes - Grand Express (re: Moscow to St Petersburg): A luxury travel option for those who prefer to travel in particular comfort, with a number of luxurious classes:

- Grand de Luxe: 5 compartments in a carriage, also with a small bar in each carriage. Each compartment is twice as large as standard compartments, with a spacious rest room with heated floors st and shower cabin. Comes with hairdryer, Grand Train 1 class carriage bathrobes, fresh fruit, sweets, hot breakfast and freshly squeezed orange juice. Facilities include: air conditioning, wardrobe, armchair, Wi-Fi, LCD TV, DVD player and an electrical socket. - Grand: 6 compartments in each carriage. Each compartment is half the size larger than the standard compartments, with own rest room and shower. Comes with hairdryer, bathrobes, fresh fruit, sweets, hot breakfast and freshly squeezed orange juice. Facilities include: air conditioning, wardrobe, armchair, Wi-Fi, LCD TV, DVD player and an electrical socket. Smena 1st class train carriage - Premium: 9 compartments in each carriage, with wider berths, armchair and wash sink. Ticket also includes hot breakfast. Facilities include: air conditioning, wardrobe, Wi-Fi, LCD TV and an electrical socket.

3 | P a g e - Standard (1st & 2nd class re Grand Express only): 9 compartments in each carriage, with 4 berths in 2nd class and 2 berths in 1st class. Facilities include: air conditioning, wardrobe, Wi-Fi, LCD TV and an electrical socket.

- Spalny Vagon (aka SV) – 1st class: - Large compartments, with privacy and even more comfortable furnishings. Excellent service and power sockets in each compartment for passenger use - 2 berth compartments - 2 lower beds - 9 compartments per coach - These compartments can be locked from the inside, and a customer can request a guard to lock them from the outside. - Washroom and toilets at the end of each coach

- Kupeny (aka Kupe/Coupe) – 2nd class: - Ideal when travelling with 4 people or looking for some comfort and privacy. If customers have not booked out a whole compartment, other passengers will be booked into the remaining free seats. - 4 berth compartments. - 2 upper and 2 lower beds - 9 compartments per coach - These compartments can be locked from the inside, and a customer can request a guard to lock them from the outside - Washroom and toilets at the end of each coach

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1.5 Train Routes REGIONAL TRAINS - Moscow to St Petersburg - Grand Express - The luxury travel option - No finer way to travel. - Takes approximately 9 hours. - Red Arrow - One of the most famous trains Grand Train between the two cities. - Often called the Russian Orient Express, it first travelled in June 1931. - Express - One of the newer trains on the railways. - It is best known for its unique décor. - Smena - Travelled its first journey from Moscow in 1984. Red Arrow Train - Has one stop between St Petersburg and Moscow – in Tver. - Sapsan - Introduced December 2009 - Travels up to 250km/h, making it the fastest way to travel by train between Moscow and St Petersburg. - 1st and 2nd class available – seated carriages with folding or window table and onboard Wi-Fi access for Sapsan Train 1st class.

- Moscow to St Petersburg Pricing - RZD have recently introduced dynamic pricing on Moscow to St Petersburg rail tickets (only applicable for 1st and 2nd class), meaning that the earlier a train ticket is bought, the cheaper it will be. - Ticket prices will be based on the route, season, time of booking in relation to the departure date, and volume of passengers.

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LONG DISTANCE TRAINS

- What are the types of long distance trains, and what route do they cover? - Many different types of long distance trains, some of which are described above, such as Passenger, Fast, Skory, or Firmenny train. - Many long distance trains travel towards Ural, Siberia and south of Russia. - An example of a typical long distance train: - Moscow to Vladivostok (Rossiya) - Rossiya launched in 1966 and is the most famous train on the Trans-Siberian. - First class cabins have a TV - Staff carriage has a shower which can be used for a small fee.

1.6 Train Tickets Can customers buy tickets on the day? - Train tickets are available for booking up to 24 hours prior to the train departure. - It is recommended to book tickets in advance meaning that customers can be sure that they’re getting the right train, reserved in the class they prefer, on the day Lake Baikal in Irkutsk and at the time they would like to travel. - Can customers get on an earlier train than the train their ticket has specified? - Passengers must travel on the train that is specified by their train ticket. - Therefore a passenger is unable to get on an earlier train unless they re-purchase a ticket that would be Smena Train specifically valid for travel. - Are stopovers allowed in Russia? - Yes, however, a customer would need to buy a separate ticket for each leg of the journey. - If a customer is travelling with stopovers they need to be prepared to be flexible with their schedule as they might not always find trains on the day. Train on edge of Lake Baikal

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- Train times and prices can also change frequently, so there can be no guarantees that the price of the ticket on the day will be the same as seen online. - Are rail passes an option, to allow customers to hop on and off the train? - No rail pass option is available. - If planning a multi-leg journey, customer will need to book each leg separately.

2.0 ELIGIBILITY

2.1 Availability and Train Tickets Smena Train - What types of ticket are available? - Print at home E-registrations (Appears as E-Registration Ticket and Reservation) - Print at station E-tickets (Appears as Russian Railways E-ticket and Reservation) - What is the difference between the two? - The Print at home E-registration provides the customer with an email voucher, which must be printed and presented on the train, along with the passport. This printed E- registration voucher on its own is sufficient to board the train. - The Print at station E-ticket will also have a confirmation voucher provided by email, which should be printed, however the customer will need to exchange this for a paper ticket at the train station before boarding the train. You will not be able to board the train until the e-ticket is exchange for a paper ticket. Travelers should allow enough time to make the exchange at the station, as trains cannot be delayed. - When can customers book their tickets? - It is only possible to find schedules and issue tickets within 45 days of the travel date for domestic destinations. - How do I know which ticket I have selected? - Where both options are available for purchase, a client will need to decide if they would like an e-ticket or an e- registration, although please consider not all trains allow e-registration. Customers should also check on their - Sapsan Train ticket confirmation email whether they will need to exchange it for a paper ticket before boarding, along with all details being correct.

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- How do the vouchers differ in appearance? - The voucher that the customer will receive for both E-tickets and E-registration look almost identical. The section that the customer will need to check to know how to proceed once at the departure station is on the bottom left of the ticket. - E-tickets that need to be exchanged will look like this:

- E-registration vouchers that can be used to board the train, will look like this:

- Where do customers exchange their e-ticket voucher?

- Customers can exchange their voucher at the ticket office, at kiosks specifically set aside for voucher exchange, or at self-service terminals. Self-service terminals may not be available in all

stations. Ticket office kiosk

2.2 Payment and Booking Issues - What information do I need to get from my customer to book? - First Name / Last Name / Passport number / Date of birth / Nationality / Place of birth (city) - Where and when they want to travel - How flexible their plans are - How many people are travelling - Preferences or comments on train/class/delivery - Personal details for each passenger

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2.3 Processing Train Tickets - How do I quote a multi-leg journey for a customer? - Each leg of the journey would need to be calculated separately, as the customer would require a new ticket per leg. Smena Train - Which routes and types of train ticket are booked up quickly? - Russian domestic rail tickets, as these cover popular routes. - Top bunk bed, as sometimes there are discounts for this type of ticket. - How can I guarantee specific seats for a customer? - There is no guarantee for specific seats until the ticket is issued. - How can I find an alternative route for a customer if the original route is sold out? - Conduct research and try to find the closest match to the customer’s request. This might require the customer to be flexible about type or class of train, or to consider a Train in Moscow different route. - Can I get all tickets on all routes for our customers? - Yes, tickets for all domestic routes are available.

2.4 Types of Tickets: Children, Less able & Group Booking - Customers travelling with children: - Children can get cheaper tickets. One adult can take one child up to five years old free of charge, but they do not get their own berth. - Between 0 – 5 years old, at the time of travelling, the ticket is free. - Between 5 - 10 years old, at the time Children in Russia of travelling, the tickets cost up to 50% of the adult ticket price, but they do get their own berth. - The child must have a valid ticket for their age, as the time of travelling, and not just at the time of booking. - When boarding the train, the child must have their own passport, be listed in their parent’s passport, or have a copy and translation of their birth certificate. If the child is listed in their parent’s passport then this must include a photograph of the child to allow them to board.

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- Customer travelling in a group: - You can only book up to 4 tickets on a single PNR. - Contact the ACP Rail Call Center for information on booking larger groups. Group bookings 2.5 Confirmation of the Booking - How long will a booking take to be confirmed? - A confirmation will be received upon completion of the booking. .

3.0 VALIDITY - What will a valid ticket cover? - A specific seat on a specific train for a domestic rail journey in Russia.

4.0 DISCOUNTS - When are Discounts available for customers? - At times, RZD launch 20 - 50% discount Smena Train during booking periods, which normally fall during important Russian national holidays. - Child discounts normally applicable on Russian domestic rail tickets. - No discount on Russian domestic rail tickets for foreign students, seniors or groups. - You will be informed of discounts and promotions when available.

5.0 CONDITIONS OF USE

5.1 Changes to the Booking and Cancellations - Can a passenger be refused from boarding? - RZD have the right to refuse entry and to disembark a passenger if the customer is drunk or disturbing other passengers, does not have the correct documentation for boarding, including if the passport number does not match that visible on the e-ticket. - Can the customer cancel the tickets they have already purchased and get a refund? - In some circumstances, if a customer Moscow Metro would like to cancel their ticket, they can get a refund. However, this outcome varies greatly on the length of time left before travel, the type of ticket purchased and if their ticket has already been issued. - Any change to the ticket booked, such as cancelling or changing dates or passport number or name, to be done through the cancellation policy only.

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- The cancellation policy: Russian train e-tickets and e-registrations can be cancelled up to 24 hours before the train departs. A penalty fee will apply. There is no refund possible within 24 hours of the train departure. - What happens if the customer needs to change their seat or upgrade? - Upon boarding the train, it is not possible for a passenger to upgrade their accommodation.

5.2 Lost Tickets - What happens if a customer misses their City of Moscow train or loses their ticket? - If a customer has lost or damaged their ticket, the customer would need to purchase a new ticket, as it is not possible to issue a replacement ticket.

5.3 Journey Delays - What happens if a customer has been left Shuttle Train by the train? - They should notify the station manager straight away, in case he is able to extend the validity of their ticket, as well as contact the train manager – who will leave their belongings at the next station. The customer may be required to purchase a new valid ticket.

6.0 GENERAL: Travel Notes

6.1 Train Facilities - RZD - Largest Train Company in Russia. - Second largest network in the world with over 85,000km of track - Carries over 950 million passengers a year over 11 time zones - The general partner of Sochi 2014 Winter Olympics and Paralympics - What about time zone differences? - RZD cover 11 time zones – all tickets are quoted in Moscow time. - In cities outside of Moscow time Moscow Bridge zone, normally there are two clocks that shows the time as on the train ticket (i.e Moscow time), and also local time that the train would use to depart.

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- Is there food and drink on the train? - Often a trolley with bottled water, drinks and snacks - For long distance trains there is often a restaurant car - A samovar provided at the end of each carriage for hot water for drinks - It is possible to buy provisions from vendors at the stations along the way - What are the bathroom facilities like? - Basic toilet and sink for washing - Can get very dirty on a long journey - Recommended that customers take a hand towel and bottle of water with them for brushing teeth rather than using the tap water - Can customers smoke on the train? - Yes but not in cabin or corridor areas - Only in designated areas, often in passenger areas between carriages - Is there a luggage allowance limit for passengers? - Yes, each passenger has the right to carry up to 36kg of hand luggage, Moscow Business City not more than 180cm in each dimension. - These restrictions do not apply to handbags, skis, fishing equipment, kayaks, cameras, umbrellas, and other small or obscure items. - It is possible to carry bigger items in the baggage car of the train. In order to do this, you need to purchase a special ticket before the train departs. - What sort of things should a customer consider taking with them on an overnight or long distance train? - Light clothes – as the trains can be warm, although would recommend to take some warmer clothes also as if air con is on the trains can be much cooler. - Toiletries - Bottled water - Savoury snacks - Flip-flops - Carrier bags for rubbish - Personal first aid kit - Plug adaptor for Europe - Feminine hygiene products - difficult to find on a train, and not easy to ask, so would recommend to always bring in your luggage. - How much money should a customer allow for the train? (approximate price guide) - Meals cost on average 500 RUB per meal - Showering can cost 100 - 150 RUB per shower - Snacks cost ~ 50 RUB per snack

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- How many bathrooms are in a carriage? - 2 bathrooms per carriage – one at each end – with a toilet and a sink. - These may or may not have a shower. - Are there showers in the cabins? - There are often no showers in the cabins themselves, so the customer can ask the conductor to allow them to take a shower in another carriage for approximately 150 RUB. - In some trains there are no showers available at all. - What kind of meals can be bought on the train? - A range of meals are available, from refreshments to more complex meals (including the occasional vegetarian option). - What is the cost approximately per meal? - It is roughly 500 RUB /£10 per meal. - Can customers bring refreshments with them on the train? - Yes – the best food to take with them would be dry stodgy foods, as well as bottled water and any other supplies. - When the train stops, can travellers get off the train and buy supplies at the station? - Yes, travellers can leave the train and buy food from vendors, with snacks costing around 30-50 RUB (about £1). Be careful with hopping on and off the train, as the trains only stop for 5-20minutes. It will not wait for passengers so be sure to get back on the train before you hear the hissing! - Are there any mini fridges on the train for customers to keep their food and drink, or the option to cook their own meals? - There are no places available to store food or water, other than being with their belongings; and no cooking facilities on the train. - Are pets allowed on the train? - Pets are allowed on the train, but either in the baggage cars (where a cage and tray are required), or in some passenger carriages under certain regulations.

6.2 Train Culture - How can a customer find the station, their train or the carriage? - See appendix for info below - How does a customer read a Russian train ticket? - See appendix for info below - What are gender specific cabins? - Some train cabins allow for single gender booking, provided they are available at the time of purchasing tickets.

St Basils Cathedral

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- Is travelling by train safe? - Millions of people travel safely every year - There are one to two conductors per carriage, keeping watch 24 hours a day - Every passenger must have ticket checked and present a passport to board the train. - Most trains have police teams on board - The train gets thoroughly checked at each stop to ensure no minor damage - How many compartments in a carriage? - 9 compartments per coach in 1st and 2nd class - Is there Wi-Fi available? - There is usually no Wi-Fi available on the trains. If a customer needs to work and need access to the internet, then we would recommend that they purchase a dongle; which should give them internet access as they travel.

6.3 Sightseeing - Key places to visit in Russia? - The most popular destinations in Russia after Moscow and St Petersburg are (in no order): Irkutsk (for Lake Baikal), the ancient Golden Ring (for Sergiev Posad, Yaroslavl, Kostroma, Vladivostok Coastline Landscape Ivanovo, Suzdal, Vladimir), Vladivostok, , Ulan Ude, and Yekaterinburg.

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7.0 APPENDIX:

7.1 Table of stations for customers (Cyrillic translations): - What are the main train stations in Moscow & St Petersburg, and what are the main destinations from these train stations?

Main Stations in Metro Airport Main destinations Moscow

Kaliningrad, Lithuania,

Belorussky – Belorusskaya – Sheremetievo - Belarus, Poland, Белорусский Белорусская щереметьево Germany, the Czech Republic and .

Central Asia, Ryzan, Ufa, Kazansky – Komsomolskaya – Domodedovo - Samara and Казанский Комсомольская Домодедово Novorossiisk.

Siberia, the Russian Far Yaroslavlsky – Komsomolskaya – Domodedovo - East, Mongolia and Ярославлский Комсомольская Домодедово China.

Estonia, Finland, St. Leningradsky – Komsomolskaya – Domodedovo - Petersburg and North- Ленинградский Комсомольская Домодедово western Russia.

Sheremetievo / Western Kievsky – Kievskaya – Domodedovo / and South-eastern Киевский Киевская – щереметьево / Europe. Домодедово

Voronezh, Tambov, Paveletsky – Paveletskaya - Domodedovo - Volgograd and Павелецкий Павелецкая Домодедово Astrakhan.

Savelovsky – Savelovskaya – Sheremetievo - Kostroma, Cherepovets Савеловский Савеловская щереметьево and Vologda.

Southern Russia, Kurskaya/Chkalovskay Kurskiy – Caucasus nations, a stations – Domodedovo - Курский Домодедово Eastern Ukraine, and Курская / Чкаловская Crimea.

Rizhskiy – Rizhskaya – Sheremetievo - Latvia, Velikie Luki, Рижский Рижская щереметьево Volokolamsk, Sebezh

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Main Stations in Metro Airport Main destinations St Petersburg

Ploshchad Vosstania / Moscow, Far North, Moskovsky – Mayakovskaya – Pulkovo - Central Asia, Crimea, Московский пулково Площадь Восстания/ and the Caucuses. Маяковская

Helsinki and other Finlandsky – Ploshchad Lenina – Pulkovo - destinations in the Финландский Площадь Ленина пулково north western area such as Murmansk.

Pskov, the Baltic states

Varshavsky – Baltiyskaya – Pulkovo - of Latvia, Lithuania and Варшавский Балтийская пулково , and Eastern Europe.

Local and suburban Baltiysky – Baltiyskaya – Pulkovo - services only generally Балтийский Балтийская пулково by elektrichka.

Poland, Belarus

Vitebsky – Pushkinskaya – Pulkovo - including Minsk, Витебский Пушкинская пулково Ukraine including Kiev and .

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