Agent’s Guide to

Booking and Processing

Domestic Russian Rail Tickets

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 ...... 7 2.3 Processing Train Tickets ...... 7 2.4 Types of Tickets: Children, Less able & Group Booking ...... 8 2.5 Confirmation of the Booking ...... 9

3.0 VALIDITY ...... 9

4.0 DISCOUNTS ...... 9

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

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

7.0 APPENDIX: ...... 14 7.1 Table of stations for customers (Cyrillic translations): ...... 14

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1.0 FEATURES

1.1 Booking Horizon - When can customers book their tickets? - Tickets will only go on sale 45 days before date of travel. Therefore, it is not possible to confirm destinations or issue tickets more than 45 days before date of travel. - Booking on the first day of sale will be the cheapest possible ticket available, and then from there, the ticket price will rise depending on the demand for the date. - Tickets can be booked online up to 3 hours before the train’s departure from the passengers boarding station.

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 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

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- 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 1.2 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.

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- 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? - They can buy tickets on the day, however this is a risky strategy – as the train could be booked up, and they might not be able to get the class they prefer. - Unless the customer speaks Russian they are unlikely to be Lake Baikal in Irkutsk able to book the ticket that is required. - Direct station booking can be made on the day up to 5 minutes before the train departs, though this is not recommended as the desired train may be fully booked. - Online tickets can be made on the day, but must be booked prior to 3 hours before the train departs from the passengers boarding station. - It is recommended to book tickets Smena Train in advance meaning that customers can be sure that they’re getting the right train, reserved in the class they prefer, on the day 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

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re-purchase a ticket that would be 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 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 is option available. - If planning a multi-leg journey, customer will need to book each leg separately.

2.0 ELIGIBILITY

2.1 Availability and Train Tickets - What types of ticket are available? Smena Train - E-tickets - What is an E-ticket? - E-ticketing provides the customer with an email voucher, which must be presented on the train. - When can customers book their tickets? - Not possible to confirm places or issue tickets more than 45 days before date of travel for domestic destinations.

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

2.3 Processing Train Tickets - How can I check if seats are available for a customer? - When booking a ticket for a customer, the control panel will show whether the ticket is available, or not.

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- 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. - 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 – this can only be taken as a preference request as availability changes rapidly. - While making an order, is normally possible to choose specific seat types, like top, bottom, side – but not exact seat numbers, window or aisle seats or the direction that the passengers face. - 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 Train in Moscow class of train, or to consider a 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 Children in Russia the time 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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- Customers travelling with the less able: - It is normally very difficult to book rail tickets for the less able. - There are often requirements for those who travel and assist the person, which needs to be done at the booking office of the train station in person, presenting their documents on disability/assisting. - There are only a few routes where trains have specialised carriages to accommodate a wheelchair, making longer trips near to impossible (as trains need wider corridors, toilet facilities and larger cabin space; and often special provisions, which are not Group bookings available on regular trains). - Customer travelling in a group: - You can only book up to 4 tickets at any one time.

2.5 Confirmation of the Booking - How long will a booking take to be confirmed? - If sales is open, e-ticket confirmations will be received instantly. - If sales is closed, customer will get the e-tickets the same day as booked.

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. - Discounts would be publicised online when one is available.

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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. - The cancellation policy: An E-ticket can be cancelled up to 8 hours before the train departs at a standard cancellation fee. This standard cancellation rate can increase, if a ticket is cancelled less than 8 hours and up to 2 hours before train departure. Our fee remains the same and it is RZD that increases it. This final fee is to be confirmed after the tickets is cancelled as this will vary depending on the time the cancellation took place. - What happens if the customer needs to change their seat or upgrade? City of Moscow - 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 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 Shuttle Train ticket.

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5.3 Journey Delays - What happens if a customer has been left 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: Russian Rail Travel and Region 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. - 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

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- 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 - 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).

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- 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. - Is travelling by train safe? St Basils Cathedral - 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 - Can customers travel with children? - See section above for travelling with children. - How many compartments in a carriage? - 9 compartments per coach in 1st and 2nd class

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- 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 - Where would be the highlights 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 Vladivostok Coastline Landscape Posad, Yaroslavl, Kostroma, Ivanovo, Suzdal, Vladimir), Vladivostok, , Ulan Ude, and Yekaterinburg.

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.

Kievsky – Kievskaya – Sheremetievo / Western Domodedovo / Киевский Киевская

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– щереметьево / and South-eastern Домодедово Europe.

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

Savelovskaya – Savelovsky – 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

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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