Exchange of bus tickets. If you need to exchange a bus ticket a day later

When paying with bank cards, the refund amount is transferred to the same card with which the order was paid. Luggage tickets can be purchased at the bus station ticket office. A ticket can be returned in your personal account only in the full version of the site. This function is not provided in the mobile version of the site. After purchasing a ticket, a “Return” button appears in your Personal Account (“My Tickets”). To return an electronic ticket purchased on the website, you need

Complete a Return Application using the appropriate form.
Print the Application, sign and date it.
Scan or photograph the Application, attach a scanned copy or photograph of the document with which the ticket was purchased (passport or other), attach a scanned copy or photograph of the ticket.

Below on this page there will be a form for sending all documents to be returned to the manager.

Return your bus ticket

The refund amount is calculated automatically by the bus station based on the date of application, departure date and current flight status. When processing a refund request, the ticket will be refunded at the bus station automatically.

The following refund methods are available:

For the balance in your personal account, use this option if you plan to purchase another ticket. Refunds are immediate (minus agent fee and bus station deduction).
To the bank card from which the payment was made.

When choosing this method, an automatic application for a refund to the card will be generated; after submitting the application, the money will be transferred to the buyer automatically. Money is received on the buyer’s card 3-5 days after transfer.

Rules for returning electronic tickets

To request a return of the itinerary receipt, you must fill out a return application. A separate application is filled out for each itinerary receipt.

Notifications about the return of the ticket and money will be sent to the email specified when issuing the itinerary receipt. 1. Go to the “Ticket Return” page. To do this, click the “Return” button on the order page with paid tickets or the “Request for ticket return” button at the bottom of the page.

Attention

Fill in the “Itinerary Receipt Number” field. Select the type and indicate the document number that was indicated when booking the ticket. It is also indicated on your itinerary receipt. Click the Find button.

3. If you have provided the correct information, information about the ticket, its status, and the possibility of a refund will appear. If a refund is possible, the amount to be transferred will be indicated after confirmation of your application by the Site Administration.
4.

Rules for travel, purchase and return of tickets

After submitting an application, funds are received on the buyer’s card only 3-5 days after transfer. Returns to a bank card are also possible by submitting an application at the ticket office window of the bus station. The application is accepted if the passport data of the person presenting the passport matches the passport data specified in the electronic ticket.

Less than 1 hour before the departure of the flight, a ticket can be returned only by submitting an application at the ticket office of the bus station. Refunds to your mobile phone account are made upon written request within 5 working days.

Important

Returning tickets at the bus station To return an electronic ticket through the ticket office at the bus station, you will need to present a passport in the name of the passenger indicated on the ticket and also fill out a return application. The application form can be filled out in advance by downloading it from our website.

Ticket return

If the initiative to return tickets to the ticket office comes from the passenger, he can receive the following amount back:

If you contact the ticket office two hours before the start of your flight, no commission will be charged;
When you return your ticket two hours before the bus departs, you can expect to receive 85% of its cost;
By going to the ticket office within two hours after the bus leaves, you will receive 25% of the amount spent on its purchase (if there is a valid reason for missing the flight, confirmed by documents);
If you did not have a good reason, you can expect a refund of only 30%;
If you contact the cashier three hours later, you will definitely receive a negative answer.

When you apply for a refund online, be prepared for an additional commission, which will be 5.26%.

Instructions for returning purchased tickets

In this case, you can return the electronic ticket and buy another one at the box office. The ticket can be returned through:

In the email received after paying for the ticket, click the Proceed to Order button.
On the order page, click the Return button.

You can return your ticket in the service section if you were logged in when placing your order. To issue a return:

Go to the My tickets section.
Find the required order and ticket in it, click the Return button.

After this, a refund is issued, Yandex.Bus transfers the money to the card that was used to pay for the order.

The time it takes for the money to arrive on the card depends on your bank (from three to five days). If funds have not been credited to your card within seven days, contact support.
If the return cannot be processed automatically, the Return Request window will appear.

How to return a ticket

The passenger can receive back the cost of travel / baggage transportation / carry-on luggage minus 15% of their cost:

If the ticket is returned to the ticket office less than 2 hours, but before the bus departs.

The passenger can get the ticket price back minus 25% of the fare/baggage transportation/carry-on luggage, or change the ticket to another bus with an additional payment of 25% of the travel/baggage transportation/carry-on luggage cost:

If you are late for the bus by no more than 3 hours.
Due to illness or accident within 3 days from the departure of the bus for which the ticket was purchased.

Administration Return of an electronic ticket purchased on the bus station website To return and exchange tickets purchased on our website, you must contact the Bus Station Administrator.

How to return a bus ticket purchased online

You changed your mind about going, but want to get your money back, what should you do? No one can predict what will happen next. If you need to postpone your trip for a while, hurry to the bus station. Contact the box office as early as possible, so you can hope for a full refund of the funds spent on purchasing tickets. Apply two hours before your flight and receive 95% of the ticket price.

If there are less than two hours left before the bus leaves, you will receive 85%. The reason for missing a flight was an unexpected illness. Is it possible to receive compensation under such circumstances? If you suddenly get sick unexpectedly or something unpredictable happens, contact the station ticket office within three days.

Considering these circumstances, you are required to return 75% of the ticket price and the amount spent on baggage transportation.

Return of tickets

To return an electronic ticket, you will need to present a passport in the name of the passenger indicated on the ticket and a printed itinerary receipt for the ticket. You will likely be asked to complete a return application.

The application form can be filled out in advance by downloading it from our website. Return Application Form Remittance to the buyer will not be processed until our Returns Processing Service receives a copy of the return application.

Ticket exchange Technology for ticket exchange at bus stations is not supported. If there is a need to exchange a ticket for another, you must return the ticket and then purchase a new one.

We recommend using a refund to a prepaid account, which will allow you to receive the money with minimal delays and use it for a new purchase.
To return an e-ticket, you will need to present a passport in the name of the passenger indicated on the ticket. You will be asked to complete a return application.

The transfer of money to the passenger is carried out within 3-5 business days from the date of the refund. Transfers to a prepaid account When returning money to a prepaid account, the amount to be refunded is credited to the buyer's prepaid account on our website and debited upon the next purchase of tickets.

If the cost of the new purchase is higher, you will only need to pay the difference. The period for storing money in a prepaid account is unlimited; the balance is displayed in the “Personal Account” block.

We recommend using this refund option for our regular customers and in cases where you plan to purchase a new ticket. Money from the prepaid account can be returned at the request of the buyer.

Ticket exchange

Ticket exchange operations at bus stations are not supported. If there is a need to exchange a ticket for another, you must return the ticket and then purchase a new ticket. We recommend using a refund to a prepaid account, which will allow you to receive the money with minimal delays and use it for a new purchase.

Ticket return policy

Making a return at the bus station

The procedure for returning tickets at the bus station is determined by the bus station itself and therefore it is different at different bus stations. For example, at the Novosibirsk bus station and bus stations in the Primorsky Territory, refunds at ticket offices are not processed at all. The exact return procedure is described on the bus station page and in the itinerary receipt. We strongly recommend that you read this information before your trip.

When returning an electronic ticket at the bus station, you will need to present an original identification document in the name of the passenger indicated on the ticket and a printed ticket itinerary receipt. You will likely be asked to complete a return application. The application form can be filled out in advance by downloading it from our website.

Payment will not be released to the buyer until our returns processing team receives a copy of the return application.

Return of insurance policies

If you purchased an additional insurance policy along with the ticket, then when you return the ticket through the website, the cost of the insurance policy will be returned to you. Refunds are made without deductions. If the return was made at the bus station, then after completing the return you should contact us and notify us of the need to return the policy.

Solving problems with returns

For questions regarding ticket refunds, you can call 8-800-700-5787 (during business hours), or leave a message on the website (24 hours a day). Remember that the time during which a refund can be processed is limited by law and you should not delay your request. If the refund has not been received in a timely manner, then before contacting us, we strongly recommend that you familiarize yourself with our

The procedure for returning bus tickets is regulated by the following legislation:

Federal Law dated 08.12007 No. 259 “Charter and urban ground electric transport”. Clause 1 Art. 23 defines the situations in which the fare is refunded, as well as possible deductions depending on the time the passenger contacts the ticket office. According to paragraph 2 of Art. 23, money must be returned within 10 days from the date of application.
Law of the Russian Federation dated 07.01992 No. 2300-1 “On the protection of consumer rights”. According to Art. 31, the return of funds paid for an unfulfilled contract is subject to satisfaction within 10 days from the date of presentation.

There are a lot of situations due to which a trip may not take place, for example, illness, being late, change of plans, technical problems with the vehicle, etc. In some cases, the refund is fully, and in others only partially.

Travel document purchased at the ticket office

You can return something purchased at the checkout as follows:

go to the bus station where the tickets were purchased;
present the original passport the passenger in whose name the travel document was issued, as well as himself;
fill in for return.

However, the return procedure is determined by the bus station independently, so it may differ from the above. You can find out the exact return algorithm on the bus station page or on the route receipt.

E-ticket

The easiest and fastest way to return a ticket is through. It should be noted that 10-15 minutes before departure it becomes impossible to return the ticket remotely.

To make a return you must:

go to “Personal Account” using login and password;
select the “My orders” tab;
click the “Return ticket” button next to the travel document that is being returned;
You must fill out the refund application form that appears., as well as indicate the ticket number and seat;
check data, then select the “Submit” button;
the application has been sent, about which a notification will be received.

The funds will be returned within 3-5 business days to the card with which the purchase was made.

Amount to be refunded

The following amounts are eligible for refund:

You can receive 100% of the travel document if:
- flight cancelled;
- departure time has been postponed by more than one hour;
- a bus with soft seats was replaced with a regular one;
- the seat indicated on the travel document is occupied;
- If the journey is not completed completely, compensation is due only for the part not completed.
95% is due when the refund is made more than two hours before the flight;
85% of the cost will be refunded if you contact the ticket office within two hours before the bus departure;
75% to , if:
- the passenger applies within three hours after the vehicle has left the bus station;
- if a passenger does not use a ticket due to illness or an accident, he can contact the ticket office within three days after the flight;
0% if more than three hours have passed.

It should be emphasized that even if the full cost of the ticket is received, funds for pre-sale payment, agent fees, and payment system commissions are not refunded.

In cases where the flight did not take place due to the fault of the carrier and the passenger is offered a seat on the next flight at a lower cost, he can count on a refund of the difference. If he is provided with a ticket in return at a higher price than the one originally purchased, then the passenger does not make an additional payment.

What to do if you are late?

If you are late, you should immediately contact the bus station ticket office. In that case, if the bus departed less than three hours ago, compensation is due in the amount of 75% of the cost travel document. If baggage transportation was paid separately, then the same percentage can be returned for it. If desired, the passenger has the opportunity to purchase a ticket for the next flight. The ticket can also be exchanged, but in this case you must pay an additional 25% of its cost.

It should be emphasized that if the delay is more than three hours, then it will not be possible to return the money.

If a passenger is late for the next stop during an intercity flight, then it will not be possible to return the money for the untraveled part of the journey.

In what cases can a passenger return the money for a ticket and within what time frame, we understand in our regular “Question and Answer” section. 1 What to do if you miss your flight? If you are late for your flight no more than three hours from the time the bus departs, do not rush to throw away your ticket. You can still return 75% of its cost, noted the information desk of the Barnaul bus station. The same refund amount will be for luggage. If you wish, you can buy a new ticket for the next flight. You will only need to pay 25% extra for it. If more than three hours have passed since the flight departed, you should no longer count on compensation. 2 How can I get my money back if I change my mind about going? If a passenger's plans change and the trip has to be postponed, it is recommended to contact the ticket office as soon as possible. If there are at least two hours before the bus leaves, then the money at the ticket office should be returned almost in full - 95% of the ticket price.

Is it possible to return or exchange a bus ticket if I am late for it?

A full refund for a ticket, even with a commission fee, is only possible in some cases. This happens when a flight is canceled or when the bus departs late, or if the passenger is not provided with the seat indicated on the ticket. Also, the cost of the ticket must be refunded if you were provided with a seat on a general type bus, and the ticket was sold for a bus with soft reclining seats.
If the bus service was stopped due to a breakdown or some other reason not due to the passenger’s fault, then the cost of the ticket must be refunded, except for that part of the journey that has already been covered. As for international flights, the rules for re-issuing and returning tickets depend on the conditions put forward by each specific carrier.

How to return a bus ticket

Due to technological limitations, returns through the website stop 10-15 minutes before the bus departure. If the bus station allows us to find out the current status of the flight, then a return through the website for a canceled or disrupted flight is possible even after the departure time. In other cases, the return procedure at different bus stations is different.

We recommend going to the page of the bus station from which you purchased the ticket and familiarizing yourself with the refund rules stated there. To apply for a refund through the website, on the “My Tickets” page, click on the icon next to the ticket that needs to be returned. After filling out and submitting the application, the “Refunds” tab appears on the “My Tickets” page, where you can track the status of your application.

Immediately after submitting the application, our system tries to refund the ticket using the bus station database.

Rules for travel, purchase and return of tickets

After all, no more than 3 hours have passed since the departure of the flight, the transport company will return up to 75% of the ticket price, or will help you book a seat on the next flight. If you apply later than this time, then you should not hope for compensation. It is better if the delay became known at least 30 minutes before the flight departure.

Info

In this case, you can count on compensation of up to 90% of the cost of the trip. A prerequisite is to call the hotline of the transport company and report the delay and its reason. The law also provides for significant compensation for the cost of a ticket in the event of health problems or an emergency.

In such a situation, you can return up to 80% of the money spent within 3 days from the date of departure of the flight, if you contact the ticket office with documents that certify the reason for the delay.

Return your bus ticket

Attention

Return Application Form Remittance to the buyer will not be processed until our Returns Processing Service receives a copy of the return application. Ticket exchange Technology for ticket exchange at bus stations is not supported. If there is a need to exchange a ticket for another, you must return the ticket and then purchase a new one.

We recommend using a refund to a prepaid account, which will allow you to receive the money with minimal delays and use it for a new purchase.

If a passenger is late for the bus or simply changes his mind about going

Bus station schedules and sale of bus tickets Customer service: 8-800-700-5787 from 5:00 to 22:00, Saturday, Sunday - from 4:00 to 16:00 (Moscow time) Ticket return rules According to Article 23 of the Road Transport Charter dated November 8, 2007, if the flight is disrupted due to technical reasons or the flight is delayed by more than an hour, a full refund is made. If a ticket refund is initiated by a passenger, the following deductions are made:

Ticket refund more than 2 hours before departure - 5%
Ticket refund within 2 hours before departure - 15%
Ticket refund within 3 hours after departure - 25%
3 hours after the bus departure there is no refund for the ticket

The refund amount is calculated based on the bus station tariff, and not on the final ticket price. Thus, the agency fee is not included in the refund amount.

Bus station

If the departure of the bus is delayed due to the fault of the carrier, the passenger has the right to refuse the trip and, by presenting a ticket with a formal refusal, can receive compensation in the amount of 100% of the ticket price. 3. Rules for returning tickets for international routes by buses of JSC "TOKS" 1. If you cancel the trip more than 30 minutes before the bus departure, 80% of the cost of the trip is returned.

2. If you cancel a trip less than 30 minutes before the specified trip, as well as after the bus departs, money for the unused trip will not be refunded. 3. If the departure of the bus is delayed due to the fault of the carrier, the passenger has the right to refuse the trip and, by presenting a ticket with a formal refusal, can receive compensation in the amount of 100% of the ticket price. There are no refunds for lost or damaged tickets, and duplicates of such tickets will not be issued.

Is it possible to return a bus ticket?

Ticket return at the box officeRefund can be partial or full. Note. Sometimes return conditions may vary. Detailed information can be found in the flight description (in the My tickets section via the Order details link) and on the electronic ticket. Refund of partial ticket price The amount you receive depends on the time of ticket return:

two hours before departure or earlier - 95%;
within two hours before flight departure - 85%;
within three hours after departure - 75%;
more than three hours after departure - no refund possible.

Refund of the full cost of the ticket The full cost of the ticket is refunded if:

Flight cancelled.
The flight was delayed by more than one hour.
The seat indicated on the ticket is not provided by the carrier.
The carrier offers travel at a lower price than the purchased ticket.

I missed the train, can I return my ticket?

If the operation is successful, then we receive the estimated refund amount from the bus station and transfer it to the buyer within a few minutes. If the payment was made from a bank card, then the refund should be credited to the card within 1-5 days after the transfer. The timing of enrollment does not depend on us. Returning tickets at the bus station The procedure for returning tickets at the bus station is determined by the bus station itself and therefore it is different at different bus stations.

For example, at the Novosibirsk bus station and bus stations in the Primorsky Territory, refunds at ticket offices are not processed at all. The exact return procedure is described on the bus station page. We strongly recommend that you read this information before your trip. To return and exchange tickets purchased on our website, you must contact the address indicated on the page of the corresponding bus station.

If you miss the bus, can you return your ticket?

After clicking the Create button, the service will inform you exactly how you can return the ticket:

Yandex.Bus will send the application to the carrier. After processing it, the service will return the money to the card that was used to pay for the order.
At the register.

If you return your ticket through the ticket office, you may be refunded its value in cash, but this is not always possible. If you cannot get cash, fill out an application or put a return stamp on your ticket. Based on the document, the service will transfer money to the bank card with which the order was paid. Bus station rules determine the type of document:

Application - when the station employees send it to Yandex.Bus, the service will return your money.
Ticket with a return stamp.

If a ticket refund is initiated by a passenger, the following deductions are made:

Ticket refund more than 2 hours before departure - 5% of the fare.
Ticket refund within 2 hours before departure - 15% of the fare.
Ticket refund within 3 hours after departure - 25% of the fare.
No refunds will be made for tickets 3 hours after the bus departs.

If the return is made after the departure of the vehicle, you must first make a note on the electronic ticket with the administrator (dispatcher) of the bus station from which the flight is departing, and then issue a return on the website ticketonbus.ru. In case of flight cancellation, 100% of the ticket price is refunded. To do this, you must provide a bus ticket with a stamp from the bus station stating that the flight indicated on it did not actually take place.

Return your bus ticket

If you want to return the full cost of your purchase, contact the ticket office no later than two hours before the bus departs on the route. Just keep in mind that money spent on booking tickets, fees or purchasing tickets at the pre-sale box office is non-refundable. If tickets are returned less than two hours before the start of the flight, but more than 15 minutes, you can only count on 85% of the ticket price minus the commission fee;

If you missed your flight, it’s okay, a certain part of the money spent will be returned to you.
Contact the bus station ticket office within three days. But you will only get 75% of the ticket price back. The refund amount does not include the reservation and commission. You also have the opportunity to change tickets for another time.

How to return a ticket

The passenger can receive back the cost of travel / baggage transportation / carry-on luggage minus 15% of their cost:

If the ticket is returned to the ticket office less than 2 hours, but before the bus departs.

If you are late for the bus by no more than 3 hours.
Due to illness or accident within 3 days from the departure of the bus for which the ticket was purchased.

Administration Return of an electronic ticket purchased on the bus station website To return and exchange tickets purchased on our website, you must contact the Bus Station Administrator.

Rules for returning electronic tickets

After purchasing a ticket, a “Return” button appears in your Personal Account (“My Tickets”). To return an electronic ticket purchased on the website, you need

Complete a Return Application using the appropriate form.
Print the Application, sign and date it.
Scan or photograph the Application, attach a scanned copy or photograph of the document with which the ticket was purchased (passport or other), attach a scanned copy or photograph of the ticket.

Below on this page there will be a form for sending all documents to be returned to the manager.

Ticket return

In this case, you can return the electronic ticket and buy another one at the box office. The ticket can be returned through:

In the email received after paying for the ticket, click the Proceed to Order button.
On the order page, click the Return button.

You can return your ticket in the service section if you were logged in when placing your order. To issue a return:

Go to the My tickets section.
Find the required order and ticket in it, click the Return button.

After this, a refund is issued, Yandex.Bus transfers the money to the card that was used to pay for the order. The time it takes for the money to arrive on the card depends on your bank (from three to five days).

If funds have not been credited to your card within seven days, contact support. If the return cannot be processed automatically, the Return Request window will appear.

Instructions for returning purchased tickets

By returning a bus ticket to the ticket office of an intercity/international bus station more than 2 (two) hours before the departure of the bus indicated in the schedule, the passenger will be refunded the full cost of the ticket, excluding the fee for the sale of the bus ticket and the fee for pre-sale services and 10% from the cost of a bus ticket. By returning a bus ticket to the ticket office of an intercity/international bus station more than 10 (ten) minutes before the departure of the bus indicated in the schedule, the passenger will be refunded the full cost of the ticket, excluding the fee for the sale of the bus ticket and the fee for pre-sale services and 20% from the cost of a bus ticket.

How to return a bus ticket

The procedure for refunding money to the buyer if he returned the ticket to the transport company. There can be a huge number of reasons for missing the required flight: banal lateness, illness, change of plans, etc. Let's look at what circumstances will lead to a refund for a ticket for a missed bus flight. Missing your flight Are you late? Take your time to change your route and go to the bus station.
If no more than three hours have passed since the bus departed, you are guaranteed to receive compensation - 75% of the ticket price. By the way, you will receive the same percentage of return for luggage transportation. If you want, buy a new ticket for the next flight.
To exchange a ticket for a missed flight for a new one, you will pay an additional 25% of the full ticket price. If your pass lasted more than three hours, you can’t count on a refund.

Rules for travel, purchase and return of tickets

Instruction 1 In order to return the full cost of travel on intercity and suburban flights, minus pre-sale, reservation and commission fee, the passenger must return the purchased ticket to the bus station ticket office no later than two hours before the bus departure. If you wish to return your ticket less than two hours but more than 15 minutes before departure, you will only be paid 85% of the ticket price and the fee will not be refunded. 2 If you missed the bus or were unable to travel due to an accident or illness, then within 3 days from the date of departure you have the right to reissue an expired ticket for the next flight of that direction or route, paying an additional 25% of its cost. In addition, you can completely cancel the trip and receive a refund in the form of 75% of the ticket price, but the reservation and commission in this case will not be reimbursed to you.

How to return an electronic bus ticket

HomePassengersHow to return Registration of a refund of travel costs for electronic tickets paid with bank cards is carried out in your personal account on the website ticketonbus.ru. To return a ticket, you must fill out a standard form (download from the link), scan it, a copy of your identification document, and attach it to your personal account. Cash for an unused trip will be credited to you within 3 to 30 calendar days in the same way the payment was made.
Service and commission fees are non-refundable. According to Article 23 of the Road Transport Charter of November 8, 2007, if a flight is disrupted due to technical reasons or the flight is delayed by more than an hour, a full refund is made.

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