Russian Railways postal address. Hotline for Russian Railways employees. Opening hours and peak hours

Russian Railways is constantly becoming the object of complaints from passengers. There are often objective reasons for this.

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No one is immune from unexpected problems when traveling. Therefore, it is advisable to learn about how to write a complaint against Russian Railways in 2019?

What you need to know

But we should remember about the passenger’s trial with Russian Railways, in which the court ordered the company to pay a fine of 68 million rubles.

This result was achieved thanks to the determination of just one passenger. There is no strictly established complaint form.

But there are mandatory points:

1. Address and regional affiliation of the body to which the complaint is sent.
2. The citizen’s initials with the wording “from whom.”
3. The title of the document is “Complaint”.
4. Description of the essence of the conflict.
5. If there are video or photo materials, they should be attached in electronic media.
6. Please take action.
7. Please provide your answer and contact information.

Basic Concepts

What is its reason

Most residents of our country are accustomed to thinking that filing complaints about the work of any organization never gives the desired effect.

Most organizations that have a wide distribution and a big name try to maintain their brand and maximize the level of service for their employees.

The same can be applied to Russian Railways. It should be taken into account that the conductor's disgusting behavior is often related to the sense of impunity they feel. This is another reason to file a complaint.

Legal grounds

When should you file a complaint against this organization? In general, these cases can be described as follows - if the passenger became a victim of psychological or physical violence during the trip.

Companies in the service sector must remember that they are a priori responsible for the safety of a person and for the safety of his things.

According to experts, the current consumer protection laws have some gaps.

But they relate to those types of services for which protection is provided for a limited period - during the warranty period, as for the service sector, the key factor for the successful resolution of a dispute is the mobile response from the consumers themselves.

The principles of consumer rights protection law operate in 4 main areas:

1. Full access to information.
2. The consumer is absolutely free in his choice.
3. Has every right to safety.
4. Has every right to be heard.

The latter implies the opportunity to be heard not only by representatives of Russian Railways, but also in all instances and bodies where the client will file a complaint.

What you need to know

The vast majority of complaints are about inappropriate treatment on the part of conductors. The employee’s behavior and his attitude towards passengers as a whole is part of the company’s service.

If we are talking about a minor incident, then you should contact the regional representative office of Russian Railways. The complaint should be sent to the head of the department.

You can also send it to the central office, which is located in Moscow. The Moscow office is located on Novaya Basmannaya street 4 - 6, building 16.

You can also make an appointment over the phone and report the incident verbally. Phone number for registration - 8 499 262 33 49

There is also the option to submit online. To do this, you need to open the Russian Railways website and find the “Public Reception” section. The essence of the complaint should be stated in a special form and sent.

Passenger complaints about Russian Railways

Frequent complaints about the work of Russian Railways are the following:

1. Despite the fact that the cost of basic services is included in the ticket price, the cabin requires additional payment for various services.
2. Prices are constantly changing, mostly upward.
3. Rude attitude towards passengers, insults.
4. Non-working heating systems in passenger cars.
5. Lack of social benefits for special categories of citizens.
6. Dirt in the carriages, complete disregard for sanitary requirements.
7. False advertising that promises discounts but does not actually provide them.
8. Flight delays.
9. Requiring an additional fee if a particular service is listed as free.

Where should an employee apply?

The relationship between Russian Railways employees and management must be organized strictly in accordance with the Labor Code of the Russian Federation.

Heads of local departments must ensure that the entire work process is regulated within the framework of the law.

If a Russian Railways employee faces a violation of his rights or any other kind of infringement, he has the right to file a complaint. The easiest way to solve corporate problems is to contact your manager.

If this is impossible, or if the manager himself is a violator of the employee’s rights, then you should contact the management of Russian Railways or the head of the local unit - city or regional.

Another body whose primary responsibilities include protecting the rights of workers is the Labor Inspectorate. You should not delay resolving the conflict.

The Labor Inspectorate usually immediately organizes on-site inspections in order to establish a true picture of the conflict on the spot.

If neither the management of Russian Railways nor the Labor Inspectorate were able to satisfy the employee’s demands, then he has the right to appeal to the judicial authorities.

It should be borne in mind that this will be a protracted and difficult process, requiring repeated evidence and arguments of one’s own position.

Calling the hotline

Russian Railways has a multi-channel communication line for free calls from all regions of the country. Line number - 8-800-755-00-00.

Complaints to the Russian Railways commuter train hotline are accepted by more than 2,400 employees. Passengers can easily call.

But it should be taken into account that the line is designed for consulting services on the work of Russian Railways. That is, by phone you can find out flight times, ticket prices, reservation questions and additional services.

But given the fact that the work of the staff is also part of the service, you can try to file a verbal complaint through this number.

How to write online to the official website

There are many platforms on the Internet where you can publish your complaint about a particular company. Among them there are a large number of claims against Russian Railways.

However, this method is a simple “blow-off of steam” and nothing more, since a complaint that is not written to address is not required to be considered.

It should be remembered that Russian Railways is a monopolist in the field of transport services. The company is not threatened by competition.

Therefore, a client-oriented policy may not be a priority for them. You can improve the quality of services only by demanding your legal rights.

On the Russian Railways website at www rzd ru you should find the “Information Services” section, where the enterprise’s virtual reception is located.

Here you can send a complaint in the following directions:

Management representatives	In the corresponding section, a document is available for downloading, which contains information about the receiving persons and admission dates
If you click on the link “Contact the company management”	Then a page opens from which you can directly write a letter to one of the 17 top managers of Russian Railways
It is possible to leave a complaint	To the Federal Passenger Company
You can make an appointment or send a letter	To the Directorate of High Speed ​​Transport
There is a phone number for the head of the railway station directorate	7 499 260 00 62, where you can call or send a fax

Is it worth the fight?

The position of a monopolist in the market discourages companies. This is evidenced by numerous complaints about the work of Russian Railways.

But this situation does not negate the right of citizens to quality service. Everyone who decides to defend their rights contributes to improving the quality of Russian Railways services.

If top management has not responded to the complaint or it has not achieved the expected results, then you should contact other authorities. For example, in MMTP.

The address of the official website is http://www mmtproc ru The office of the institution is located in Moscow, on Krasnoprudnaya street, building 22. There is a branch in Voronezh.

You can leave a complaint at the online reception on the specified website or write to the office. Given that this body is part of the law enforcement department, evidence of wrongdoing must be provided in order to consider the complaint.

Tickets, photos and videos, as well as witness statements are suitable as evidence. If the appeals did not lead to the expected results, or were not considered at all, then you should file a claim with law enforcement agencies.

The basis for this are the following types of claims:

• the passenger was injured;
• been subjected to physical or psychological violence;
• they demanded money from him;
• refusal to transport personal belongings.

If law enforcement agencies have not taken proper action, then the next step should be to contact the prosecutor's office.

Refusal to consider by law enforcement agencies may be due to the lack of evidence. This should be taken care of before writing an application.

And immediately at the time of the incident, it is necessary to record the facts on video and obtain the contacts of witnesses.

“Russian roads” have become the subject of jokes and endless discussions. But it should be remembered that the law is always ready to protect the interests of ordinary citizens.

The station building is located on Komsomolskaya Square, where you can find shops, cafes, recreational facilities and all possible amenities. Also on the square is the Komsomolskaya metro station, so you can easily get to and from the station. Kazansky Station is recognized as the largest not only in the capital, but throughout Russia, its area is 120 thousand square meters. m., and every day the Kazansky station serves over 100 thousand passengers. It was recognized as the most aesthetic and technologically advanced station in Moscow. Due to the scale of the station, it is able to serve three directions at once, such as: South, East, South-East. From the station, trains depart to cities such as Anapa, Adler, Voronezh, Grozny, Vladikavkaz, Makhachkala, Dushanbe, Ryazan, Orenburg, Samara, Chelyabinsk, Ufa and many other cities. If you want to purchase tickets, you can do it online or at the station ticket office. You can find out all the information about train schedules on our website.

History of Kazansky Station

In 1862 the first wooden building of the station was erected; in those days the station was called Ryazansky. In 1864, a more improved building was built. The station was very inconvenient and quite cramped, and the architecture left much to be desired. The building was often restored and rebuilt. In 1893, passenger traffic increased and a new building was needed to accommodate a large number of people. But only in 1910 the decision was made to build a new building. And 30 years later, in 1940, a new building designed by A.V. Shchusev was finally completed. The building did not undergo any work until 1970, when a decision was made to restore the building and increase capacity.

Often citizens encounter various troubles, such as rudeness of cashiers, unreasonable increases in tariffs, exceeding the authority of conductors, lack of heating on an electric train or train, etc.

Here, consultations with the best lawyers in this area of ​​law are available around the clock. Expert services are completely free and available to residents of all corners of the country, not just Moscow. You can contact consultants by phone or online. Lawyers will study your problem remotely and promptly provide an effective algorithm of actions aimed at protecting the interests of the client.

Where to complain about Russian Railways

Citizens also have the right to write a complaint directly to the head of Russian Railways OJSC, Vladimir Yakunin. By going to the email address v-yakunin.livejournal(dot)com, you can leave your comments, complaints, claims, wishes, etc.

It is worth noting that in most cases Yakunin does not respond to requests from passengers, arguing that the problems are too minor and can be resolved at the local level. Therefore, you should write to him in exceptional cases.

Russian Railways hotline and its benefits for passengers and conductors

Dissatisfied citizens can call the number -00-00. Here a robot will answer you and provide all the necessary information about the cost of tickets, train schedules, the ability to complain about the poor quality of service, etc. Calling the hotline is absolutely simple, because the operator department consists of 2,400 people who service up to 60 million requests citizens per year. Operators have full access to the company’s software and also provide passenger service online.

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There is also another number - 15-20. Employees of Russian Railways in Moscow and other regions of the country can call here. Experienced lawyers, psychologists and sociologists will answer you and help resolve any conflict situation. This number was created in order to better understand the problems of company employees, provide them with a wide range of knowledge about their rights and responsibilities, and improve the quality of service on trains.

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Complaints about Russian Railways

The Russian railway can hardly be called perfect. It is for this reason that passengers often encounter problems during travel. In order to resolve conflict situations, they have to contact the relevant authorities with complaints. However, most people who regularly use the services of Russian railways are still not aware of where they can turn if necessary.

On what basis can complaints be written?

• the carriages do not meet technical and sanitary standards.
• Long-distance trains do not have a working heating system.
• Russian Railways employees treat passengers with disrespect.
• benefits are not provided for people who fit the category of socially vulnerable.
• prices for passenger services are rising unreasonably, and ticket prices are also increasing.
• workers demand additional payment for services provided along the way.

You should definitely write a complaint to the Russian Railways company if one of the train staff uses physical violence towards a passenger or expresses rudeness towards him. You shouldn’t turn a blind eye to theft by employees. In these situations, a complaint is mandatory.

If such violations occur, the passenger must contact the relevant authorities, for example, the court or the prosecutor's office. It also wouldn’t hurt to submit an application addressed to the executive officer of Russian Railways.

Features of filing a complaint

Dear readers! Our articles talk about typical ways to resolve legal issues, but each case is unique.

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To resolve the conflict without the intervention of a third party, it is necessary to send complaints directly to the owners of Russian Railways. The passenger can use one of the following methods:

• He will have the opportunity to seek help from the regional office. It is also worth considering the option of visiting the main office of a government agency in the capital of Russia. So, a person has a chance to complain personally to company representatives. All claims must be made in writing.
• If the first option is not suitable, then the passenger who has encountered inappropriate treatment on the train must file a claim with the central office of the government agency. To do this, you need to make an appointment in advance. Anyone can find out all phone numbers and email addresses on the official website of Russian Railways (http://www.rzd.ru).
• You can submit a claim online through the official website. To do this, you should visit the “Public Reception” section. This is where complaints are accepted electronically.

The passenger has the right to choose any option convenient for him to submit a letter of complaint.

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Drawing up a complaint to MMTP

MMTP (Moscow Interregional Transport Prosecutor's Office) will help resolve the conflict. The reason for contacting this body must be a serious violation. Therefore, before submitting, the passenger should make sure that his arguments and accusations are reliable.

Appeal to the head of Russian Railways

Each passenger can write a complaint to the head of Russian Railways. He accepts such letters on his page at v-yakunin.livejournal.com. It was created specifically to maintain conversations with employees and clients of government agencies who have encountered violations.

The head of the company undertakes to address the problem if he is provided with serious grounds and violations that other authorities are unable to deal with.

Contacting the company hotline

Another hotline number exists specifically for employees. They too face conflicts in their work area from time to time. Such calls help management improve the functionality of Russian Railways and correct existing shortcomings that prevent employees from performing their duties efficiently.

You should not consider a government hotline as a method of resolving a controversial issue. It is more suitable for informing passengers and employees. Absolutely anyone can call one of the numbers listed above. These calls are completely free.

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Legal experts strongly recommend that passengers, before using the services of the Russian railway, carefully read the rules and standards for such transportation. This will protect them from committing offenses that are punishable by large fines, and will also help them defend their own interests in a timely manner.

Russian Railways' attitude towards passengers

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For what reasons can you file a complaint against Russian Railways and where to file it?

Russian Railways, complaint - these two words are heard from the lips of passengers who have used the services of Russian Railways. Why is this happening? After all, if you compare trips by rail during perestroika and today, then at the moment a lot in the company’s service has changed, and for the better. The modern world is changing rapidly, new technologies are emerging that make people's lives easier. But if you look closely, time seems to have stopped in Russian Railways. Passengers travel across the whole country in old carriages; if it has working air conditioning in the summer and heating in the winter, then we can consider the trip a success. To this can be added dirt, unpleasant odors and rude attitude of workers. Then you begin to understand why complaints about Russian Railways are a common occurrence.

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Reasons for writing complaints against Russian Railways

When traveling by rail, a person often encounters unpleasant moments. In such cases, the passenger must write a complaint against the company so that all negative phenomena are corrected. People often say that going against such a large company is costly. Maybe they are right, but everyone knows the case when a small violation (the cost of bed linen was included in the ticket price) resulted in a colossal fine of 68 million rubles for the company. And this is just from one complaint from a disgruntled passenger!

Violations that passengers often encounter:

• the carriages do not meet the technical equipment and sanitary requirements;
• lack of heating systems in the carriages;
• unprofessional and rude attitude of Russian Railways employees towards their duties and passengers;
• socially vulnerable segments of the population do not have any benefits;
• constant increase in travel prices;
• during a trip they are often asked to pay extra for the services provided.

This list could be continued indefinitely.

Where can you file a complaint?

When faced with violations or the banal rudeness of the conductor, the passenger should know where he can complain. At the moment, if a conflict arises on railway transport, a passenger has every right to complain to several places.

The complaint is written in free form, by hand. It is required to indicate to whom it is addressed, as well as from whom. Enter your address and contact phone number. This is necessary for clarifications, if needed, and for a written response on the measures taken. The document contains a description of the problem and conflict. Everything is written clearly, concisely, using a business style. For greater significance, you can make footnotes to the laws violated by the company. At the end of the completed application, a date and signature are placed.

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If it is possible to resolve a conflict situation within the company, then it makes sense to write a statement addressed to the director of Russian Railways. The more competently a claim is drawn up, the greater the chance of it being considered by the company’s management and receiving a response.

1. The complaint can be sent to the central Moscow office at the address: Moscow st. Novaya Basmannaya, 2.
2. And also deliver in person: Moscow st. Novaya Basmannaya, 4–6, building 16. You can make an appointment by fax or by writing a registered letter: Moscow, st. Masha Poryvaeva, 34.
3. You can also submit an application at any regional branch of Russian Railways. When visiting, you must describe the essence of the conflict situation and demand a solution to the problem.
4. Submit a claim using the official Russian Railways website. The portal has a line “Public reception”. Using this window, you can write and send a claim without leaving your apartment.

If the company has not responded to the application, then you can write a complaint to the MMTP (Moscow Interregional Transport Prosecutor's Office). This authority takes a serious approach to considering applications from citizens, which means that checking the work of Russian Railways will be appropriate. All contact details of the organization are on its website.

MMTP requires the complainant to provide evidence of a violation of the law.

Letter to the head of Russian Railways

The head of Russian Railways has a personal website. It was created for direct communication between the head and company employees and passengers. A client of the company can write a complaint to this page, but no one guarantees that it will be considered.

Call the hotline

Russian Railways have their own multi-channel toll-free line. Her number for passengers is 00-00. This line is served by 2,400 operators, so passengers can easily call and consult on a question of interest. Usually people check the train departure time, planning their route, the cost of the trip, booking conditions, and what services are provided during the trip. This number functions as an advisory resource. This means that if a passenger calls him with any complaint, there is little chance of getting it properly considered.

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Call the regional branch of Russian Railways

In some cases, the passenger needs to call the regional branch of Russian Railways. To do this, you need to call the Unified Information and Service Service of Russian Railways, and the operator will connect the passenger to the required office or give its contact number.

Thus, the passenger can choose various options to submit his complaint. All that remains is to choose how and where to contact the company’s client in connection with the poor quality of services and the rude attitude of Russian Railways employees.

How to file a complaint against Russian Railways on the hotline or official website

Russian Railways is a monopolist in Russia in terms of railway services. The company is rapidly developing, growing, improving, but despite this, it is still far from reaching the European level. Passengers still face numerous problems and conflicts during travel. Citizens fall into panic and indignation, not knowing what to do and where to write a complaint against Russian Railways.

It is quite difficult to understand this area of ​​legal relations on your own, so the necessary solution would be to seek help from an experienced lawyer. The specialist knows all the legal regulations and will help you reasonably file a claim against the carrier. There are many law firms in Russia that work with citizens on a paid basis. A more profitable alternative for Russians is to consult a lawyer on the Internet. Online legal support has various advantages and prospects. The expert will remotely answer any questions, study the circumstances of the case and offer an effective way to resolve the conflict with Russian Railways.

You can ask for help directly from the train carriage at any time of the day. If necessary, users can leave an electronic request or call an expert by phone.

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Online lawyers save citizens time, effort and money. Each consultation is carried out taking into account personal facts, and not according to a template. An individual approach guarantees a positive outcome of the dispute.

Grounds for complaining about Russian Railways

There is an opinion among the population that it is not worth contacting Russian Railways, therefore, when faced with a gross violation of rights, people do not always file complaints. There are quite common cases when Russians simply “turn a blind eye” to the rudeness or incompetence of conductors. Experts in this area of ​​legal relations recommend not to be afraid or panic, but to contact a specialist in a timely manner, consult regarding the prospects for the dispute and write a complaint to higher authorities.

Not all Russians know the reasons why they can complain about the work of Russian Railways. According to current Russian legislation, the grounds for filing a claim are:

• non-compliance of the car with sanitary or technical standards and norms;
• lack of a functioning heating system on long-distance trains;
• incompetence of Russian Railways employees;
• lack of benefits for socially vulnerable categories of the population;
• rising prices for tickets and services;
• requirements to additionally pay for services during travel.

It is important to note that in a situation where train passengers are faced with theft or physical violence, psychological trauma and moral damage, a complaint against Russian Railways employees is indispensable.

The victim is required to submit a petition directly to law enforcement agencies, the prosecutor's office or the court. You should not be afraid of radical measures, because they will help to guarantee the rights and interests of Russians.

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Today, there are cases where Russian Railways had to pay huge compensation for a minor violation of service procedures on a train. A resident of Novosibirsk, who was forced to pay for a set of bed linen in a carriage, was paid more than 65 million rubles by the transport company.

Features of filing claims against Russian Railways from passengers in 2018

When faced with violations of law and order or the interests of passengers, citizens have a responsibility to know where to complain. Today, there are several options for the development of events in a conflict with Russian Railways. The most promising option would be to file a complaint with:

• RUSSIAN RAILWAYS. Those citizens who advocate loyal methods of dealing with law enforcement violators can file a complaint with the management of the transport company. Today it is possible to file a claim with the regional representative office of Russian Railways, the central branch of the company located in Moscow, or on the official website. Each of the available options ensures that the complaint will be reviewed and action will be taken. When visiting the Russian Railways office in person, you need to receive a document confirming that the application has been accepted.
• Moscow Interregional Transport Prosecutor's Office. You must contact this government agency with compelling reasons and confirmation of violations. Also, the reason for filing a complaint with MMTP is the lack of a solution after submitting the document to the Russian Railways management. The website of the Transport Prosecutor's Office has all the necessary contact information that allows you to contact specialists and explain your situation. The complaint will be investigated and a strict decision will be made.

Also, some dissatisfied Russians may write a letter to the head of Russian Railways, Vladimir Yakunin.

However, it is worth understanding that the head of the transport company will personally resolve the issue only if the conflict has important grounds and the situation goes beyond the standard. In other cases, you may not wait for a response from Yakunin, and delays on this issue work against the applicant.

It is best to choose the appropriate option after consulting with a lawyer. It is the expert who knows where to go best in each specific case. If necessary, the lawyer himself will draw up the text of the complaint.

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Hotline for passengers and employees of Russian Railways – prospects for remote support

There is another option available to Russians who are dissatisfied with the work of Russian Railways - the company’s “hotline”. Today, residents of the Russian Federation have access to two telephone numbers. The first one is used by passengers. It is important to note that the line operates around the clock, but it is not always possible to achieve results. A robot will answer this number and provide background information, but will not be able to help resolve a specific conflict. Any dispute that arises will need to be resolved through personal appeal to higher authorities.

The second phone number is . It was created for complaints from Russian Railways employees, because... they also quite often face problems and conflicts in the work sphere. this line was created so that Russian Railways management was aware of employee problems, could improve working conditions, and help employees. There are real people working at the indicated number - psychologists and lawyers who will familiarize conductors, controllers and cashiers with their rights, duties and responsibilities, provide moral support, help them survive stress, etc.

The Russian Railways hotline was created for convenience, but is not aimed at solving pressing problems. Today there are 2,400 operators working here who process requests and provide online assistance to passengers. Calls here are completely free and available to users of all telecom operators.

Train Moscow-Anapa/Kazansky station.

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Ticket in a compartment is 10 thousand rubles. Not bad. And the rugs are DIRTY! I'll evaluate the rest on my next trip.

The leadership of Russian Railways of Russia, think about how you can ensure that elderly people with disabilities can board the train only MOSCOW AND ST. ST. ST. PETER how people sit down and we, like monkeys, push in the butt to help climb into the carriage, the steps are uncomfortable somewhere under the carriage on the rails, HORROR!

they are monopolists as they want and they turn it back as it is written

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Russian Railways hotline

You won’t surprise anyone by issuing travel documents through the official Russian Railways website; just register and log into your personal account. However, if you do not have Internet access at hand, then an urgent issue can be resolved with a single call to the Unified Information Center of Russian Railways.

Russian Railways hotline number

The constant telephone number of the Russian Railways hotline: 00 00. Calls from mobile and landline numbers throughout Russia are free. With the help of the Russian Railways support service, passengers usually resolve issues related to rail travel:

• Timetable of passenger trains, electric trains, long-distance trains.
• Current changes to the existing schedule.
• Long-distance train route.
• If there are no seats, select a travel option with transfers.

In addition, call center operators accept passenger complaints, as well as suggestions for improving the quality of service for Russian Railways employees.

Free Russian Railways hotline

You can call the toll-free hotline of the Russian Railways information and service center 24 hours a day. And you no longer need to waste personal time and go to the station to clarify information on train movements, ticket availability and other issues. By dialing a single number, there is no need to wait in line for a solution to the problem, but to quickly speak with a knowledgeable specialist.

Hotline for passengers

To resolve a specific issue, passengers can use different communication methods:

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Complaints are usually submitted on the company’s official website or via a single information and service center number.

For participants of the Russian Railways Bonus program there is their own feedback form on the rzd-bonus website. The application must be accompanied by photographs or screenshots, the size of which does not exceed 1 MB. Each application is reviewed by specialists within 30 days. The response will be sent to the sender's email address specified in the request.

• Hotline for questions regarding tickets.

To resolve issues related to the purchase or return of tickets, passengers are invited to use the feedback form on the company’s website or hotline.

Hotline for employees

Russian Railways employees can resolve any questions that arise using a special telephone number 15 20. Employees of all divisions of Russian Railways can call.

Russian Railways employees can file a complaint by calling the Hotline number. The complaint usually contains facts of violation of labor rights.

What cases is the hotline intended for?

By dialing the Hotline number, passengers will learn:

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• Possible delays in train movement.
• Baggage transportation costs
• Calculation of return of travel documents.
• Availability of places of different categories of convenience and their cost.
• Rules for traveling with children.
• Rules for carrying baggage, hand luggage, and pets.
• Rules for purchasing and returning tickets online.
• Changes in the cost of travel documents.
• Rules for traveling to the CIS countries and abroad.
• Operating hours of ticket offices at Russian Railways stations.
• The name of the services provided and their cost.

In what situations will specialists not be able to help?

If a passenger needs to book tickets, it is unlikely that it will be possible to do this through the Russian Railways Hotline. It is better to go to the station where you are staying.

Russian Railways hotline statistics

Full operation of the Russian Railways hotline is ensured by operators. Every day they receive more than 150 thousand calls from residents of the country and more than 60 million calls a year.

Other methods of communication

To communicate with Russian Railways employees, it is convenient to use other communication methods:

The Russian Railways group in Contact was launched in 2006. There is also information about train cancellations or postponements.

A special group has been created for active users of Odnoklassniki to receive the latest information about the company’s activities and clarify questions of interest.

In the Russian Railways communities on Facebook and Twitter, passengers learn about the latest company news and ask questions. The chat in the Telegram messenger application is used to communicate with other Russian Railways passengers and company employees.

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By writing a letter to the company's address, the client will be able to solve the problem with the purchase or return of electronic tickets.

Contact on the official website.

The virtual reception organized on the Russian Railways website does not advise passengers on seat availability or the current schedule. The service helps to cope with more complex problems related to passenger handling and services provided. Through a virtual reception, the client has the right to leave a complaint or gratitude to an individual employee or the company as a whole.

• Through the mobile application, users will find out the current train schedule and the availability of tickets on a specified date. Registered passengers purchase tickets directly from the app.

When traveling by rail, problems are quite possible. Professional and prompt assistance can be obtained by calling the Russian Railways Hotline or using another convenient method.

• Registration

A request will be sent to the e-mail address you provided; to confirm your registration, follow the link.

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Password recovery instructions have been sent to the specified e-mail.

Complaints and reviews about Russian Railways

Good afternoon We traveled from Kirov to Kazan on 06.01 and from Kazan to Kirov on 10.01, ticket prices are more expensive than in the summer, and the service is getting worse and worse. Shame on you, comrades! Terrible carriages, smell and dirt in the reserved seat when traveling with a child. In the summer the same thing happened, we went to Kazan and Moscow twice, for which we pay a lot of money. The train travels for 10 minutes and stops at stations for 20 minutes or more. Make an email. Before Kazan at least once a week. There is a lot to write about, people in such carriages are dangerous and unhealthy, after the war the carriages and service were better.

Kiev direction: 1. Why are the majority of old electric trains delivered to distant points (from 100 to 200 km from Moscow), where people suffer for 2-4 hours every day? When it is 15m-1h to points in the Moscow region, mostly new ones go. Why the reduction in trains from 11 to 9 cars? And 22.48 Kaluga 1 is generally terrible, it sucks, and there are 6 cars in total. Toilets - no entry

The carriages of the Dubna-Moscow express have become not at all comfortable! The seats are hard, the backs do not recline, there are no tables. The seats between the rows are narrower than on the train. The toilets are dirty from the final stop. Why, tell me, did the fee remain the same? We traveled on January 6 by express from the Bolshaya Volga, departing on 13.04. Car 8 is full. The little child was crying a lot. I asked to go into empty carriage 9. She explained that after her shift she needed at least a couple of hours of sleep. The conductor stood up and literally blocked the passage to the carriage with her chest. (and 10.

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Tonight, on the train: Nizhnevartovsk - Tyumen - Volgograd No. 105 e dated January 4, 2018, the train guards beat my husband: handcuffing him and driving him into a corner, without any explanation! My husband drank the day before and didn’t make a row on the train. They approached him, tied him up as a “hard offender” (he was a calm person himself) and beat him. Moreover, he himself previously worked in the field of train security and was very surprised by this behavior of the security officers. We intend to submit an application to at least the management of Russian Railways (TP).

Hello. I live in the Primorsky Territory and periodically use the services of Russian Railways (since 2001) - I travel from Vladivostok to Dalnerechensk, Lesozavodsk and back. You have to buy a ticket at least 2-3 days before departure. Later it is almost impossible to purchase a ticket. I'm buying a reserved seat. There’s no need to talk about holidays and vacations: not only are there no tickets available, but their cost also increases significantly. Is it really impossible to run more cars? There is already density here.

Good afternoon! My name is Julia! For the third day in a row (11/17/2017, 11/20/2017 and 11/22/2017) almost every hour I call the hotline, telephone for inquiries, tel.: to consult about the transportation of animals on long-distance trains. The operator answers, switching to another consulting department, where within 10 minutes. The operator to whom you are switching does not answer (does not pick up the phone). Question: why do you need a phone number for inquiries and switch to the next one?

Hello! For some unknown reason, the high-speed electric train “Sputnik” in the Kazan direction at the station. Ramenskoe is always served exactly at the minute of departure, which is why a crowd is formed and departure is delayed, for this reason the electric train arrives at the final station late, which is why people start to rush and push!

I was traveling with my mother from Moscow on October 11, 2017, we bought a ticket for the Moscow-Barnaul train, train number, from Moscow to Omsk everything was fine, the ride was normal, calm. Then, when we arrived to Omsk, a place not far from us, some “Lokhushka” from Omsk sat down, she was going to Slavgorod like us, we were lying with my mother, talking about our personal things, “we were keeping secrets,” “she” supposedly thought that she heard obscene me vocabulary, let her be so indignant that they say you are not cultured people, which I say from.

I was traveling on train 604 Solikamsk-Ekaterinburg on November 5th. The conductor from carriage 5 was very rude, shouted at the entire carriage, and was dissatisfied with everything. In the first compartment there were bags of linen and blankets on the upper shelves. When I asked to make room for a bag, she muttered something and left, so I had to leave the bag on the floor in the aisle. I travel by train very often, and this is the first time I’ve encountered such an attitude. Such boorish attitude towards people needs to be punished.

Today, National Unity Day 04.11.17, This cashier at the Testovskaya railway station (towards the region) did not even deign to come to the window and help buy a ticket (she sat and said something under her breath). It’s a pity that people in such places don’t help passengers ((((

Hello. Please pay attention to the illegal collection of money in the toilet of the Tsarskoye Selo station in Pushkin. On October 10, 2017, when visiting this establishment, I was required to pay 30 rubles. Arguments in favor of preferential categories of citizens - I am a pensioner, disabled III - had no effect. Motivation - lack of a train ticket. It was useless to argue, and there was no time. I had to pay. I was not given a check for payment. By the way, the sanitary condition of this PAID “establishment” leaves much to be desired. Please take action. Sincerely, Olga Selyutskaya.

Please consider the complaint against the cashier of Russian Railways in the village of Chelyuskinsky Polishchuk L.V. 10/03/2017 at 7-50 I bought a ticket to Moscow and paid for it with ten and five ruble coins, to which she told me “it’s that you gave me small change, every day they’re walking around here with this little change” then she started yelling that I’m delaying everyone. This is not the first time she’s been clingy and rude to people at the workplace. Please take action.

Good afternoon For a very long time I have noticed long queues at the ticket office to buy train tickets, especially during rush hour! And then I was faced with a fact, namely, there was a lunch break at the box office for a whole hour! My three children and I had to sit on the platform and wait for an hour! And I was not alone! It was a day off, namely, it was a city day, and a lot of people gathered! The schedule was always hanging in the window, but when you leave in the morning, you simply don’t pay attention to it! The village is large, according to official data there.

I ask you to take action and deprive the cashier of the Russian Railway station in Fryazino 100 times the amount. Today, September 26, having asked for help in the electric train schedule and getting a ticket, she gave incorrect information and then punched the ticket. After they asked for a ticket on the train, it turned out to be invalid. But the cashier-controller refused to even listen and demanded that I either get off the train or pay double, but despite the fact that during the conversation I said that I needed to get on the Aleksandrovskaya line, he punched the ticket for the full amount, although he knew that there would be a station on this line Mytishchi. Please take action.

Chkalovskaya station towards the region. I already missed the train for the second time because the card payment terminal did not work. There is only one cash register, there is a queue of 5 people. The payment machine located near the cash register also does not accept cards. You have to run to the other side, but there are even longer queues.

I work until 22:00. Now we have to wait 1 hour and 15 minutes for the train to Podolsk instead of 40 minutes on the previous schedule. It's scary to ride on an empty train when it departs. Why not change your departure time an hour earlier? By the way, at this time the train used to be full. Maybe they will change the schedule for people? After all, you have to get up for work at 6 in the morning. 4 hours is not enough for rest.

Yaroslavl direction. Directions from Malenkovskaya station to station. Losinoostrovskaya. I bought a ticket. Because of the beggar musicians wandering around the carriage, I didn’t hear the announcement of my station and drove on. I got off at the next one (Moose), but couldn’t get to the opposite platform to get back. Not only is the crossing only behind the turnstiles, that is, you need to leave the station and again buy a ticket to enter. Also, an exit ticket costs more than 200 rubles. The girl worker was not impressed by the situation and refused to let me out.

Train 234 Adler-Ekaterinburg. Departed on September 12, 2017. And arrived on September 15, 2017. We were accompanied in the carriage by conductor Irina Iskortseva, a young energetic girl. It shouldn’t be like this - standing alone for 3 days. Naturally, she felt ill upon arrival. Respect and respect for her, she fulfilled her duties with dignity. Management should take care of its employees. Don't leave conductors alone on shift!

In the city of Novouralsk, Fischukova works. B (cashier). The fact is that this woman repeatedly sold tickets to the wrong station that the buyer said. As a result, problems arose along the route. Yes, I know I should have checked the ticket, but there were less than 5 minutes left before the train. The woman also communicates very incorrectly with clients and does not take care of her appearance. No matter how a person works in the service sector, one must take care of one’s appearance. Please take action against this employee.

I understand that my complaint will not change anything, but I still want to speak out. This morning, after spending the whole night on the train, I needed to purchase a ticket at the Rzhevskaya station in order to continue my journey home. However, at the box office they refused to sell me a ticket, although everything was fine before I arrived, the second cashier (or the third, fourth, I don’t know how many people there are in this gang) stood opposite me and literally yelled at me to get out of the line and go to the machine, which People can buy a ticket at the box office.

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Articles written

JSC Russian Railways has been a monopolist in the field of railway transport and passenger transportation for many years. Outwardly, Russian Railways is a successful and efficiently operating company, but the level of service and quality of service today does not please the majority of passengers. Often citizens encounter various troubles, such as rudeness of cashiers, unreasonable increases in tariffs, exceeding the authority of conductors, lack of heating on an electric train or train, etc.

Not every citizen of the Russian Federation knows what to do in this situation. An effective solution would be to write a complaint to the competent authorities or leave a verbal message by calling the hotline. Only by paying attention to your problem can you achieve the protection of your constitutional rights and interests, defend justice, and stop illegal actions against Russian Railways passengers. You can find out how and where to complain at any time on our website.

Here, consultations with the best lawyers in this area of ​​law are available around the clock. Expert services are completely free and available to residents of all corners of the country, not just Moscow. You can contact consultants by phone or online. Lawyers will study your problem remotely and promptly provide an effective algorithm of actions aimed at protecting the interests of the client.

Where to complain about Russian Railways

When faced with problems on the railway, it is always necessary to try to resolve the conflict within the Russian Railways company. There are several options for contacting the carrier’s management:

• write an application to the regional representative office of the company;
• complain to the central department of Russian Railways in Moscow;
• leave a request on the transport company’s website.

Citizens also have the right to write a complaint directly to the head of Russian Railways OJSC, Vladimir Yakunin. By going to the email address v-yakunin.livejournal(dot)com, you can leave your comments, complaints, claims, wishes, etc.

It is worth noting that in most cases Yakunin does not respond to requests from passengers, arguing that the problems are too minor and can be resolved at the local level. Therefore, you should write to him in exceptional cases.

If the central department of Russian Railways in Moscow has not responded to citizens’ complaints, you must contact the Moscow Interregional Transport Prosecutor’s Office. You can contact representatives of MMTP through the official website of the organization. Upon receipt of the application, the structure will conduct an investigation and hold the violators accountable. If you have not just become a victim of rudeness and incompetence, but have received severe moral, physical or material harm, you should immediately dial the police phone number. Law enforcement agencies are authorized to solve such problems.

Russian Railways hotline and its benefits for passengers and conductors

Almost all citizens today have a mobile phone. This is sometimes quite enough to solve problems with Russian Railways. Today the company has two hotlines – for employees and passengers. They began working in 2000 and have already proven their effectiveness, convenience and efficiency.

You won’t surprise anyone by issuing travel documents through the official Russian Railways website; just register and log into your personal account. However, if you do not have Internet access at hand, then an urgent issue can be resolved with a single call to the Unified Information Center of Russian Railways.

Russian Railways hotline number

The constant telephone number of the Russian Railways hotline: 8 800 775 00 00. Calls from mobile and landline numbers throughout Russia are free. With the help of the Russian Railways support service, passengers usually resolve issues related to rail travel:

• Timetable of passenger trains, electric trains, long-distance trains.
• Current changes to the existing schedule.
• Long-distance train route.
• If there are no seats, select a travel option with transfers.

In addition, call center operators accept passenger complaints, as well as suggestions for improving the quality of service for Russian Railways employees.

Free Russian Railways hotline

You can call the toll-free hotline of the Russian Railways information and service center 24 hours a day. And you no longer need to waste personal time and go to the station to clarify information on train movements, ticket availability and other issues. By dialing a single number, there is no need to wait in line for a solution to the problem, but to quickly speak with a knowledgeable specialist.

Hotline for passengers

To resolve a specific issue, passengers can use different communication methods:

• Hotline for complaints.

Complaints are usually submitted on the company’s official website or via a single information and service center number.

• Hotline RZD-Bonus.

For participants of the Russian Railways Bonus program there is their own feedback form on the rzd-bonus website. The application must be accompanied by photographs or screenshots, the size of which does not exceed 1 MB. Each application is reviewed by specialists within 30 days. The response will be sent to the sender's email address specified in the request.

• Hotline for questions regarding tickets.

To resolve issues related to the purchase or return of tickets, passengers are invited to use the feedback form on the company’s website or hotline.

Hotline for employees

Russian Railways employees can resolve any questions that arise using a special telephone number 8 800 100 15 20. Employees of all divisions of Russian Railways can call.

• Hotline for complaints.

Russian Railways employees can file a complaint by calling the Hotline number. The complaint usually contains facts of violation of labor rights.

What cases is the hotline intended for?

By dialing the Hotline number, passengers will learn:

• Possible delays in train movement.
• Baggage transportation costs
• Calculation of return of travel documents.
• Availability of places of different categories of convenience and their cost.
• Rules for traveling with children.
• Rules for carrying baggage, hand luggage, and pets.
• Rules for purchasing and returning tickets online.
• Changes in the cost of travel documents.
• Rules for traveling to the CIS countries and abroad.
• Operating hours of ticket offices at Russian Railways stations.
• The name of the services provided and their cost.

In what situations will specialists not be able to help?

If a passenger needs to book tickets, it is unlikely that it will be possible to do this through the Russian Railways Hotline. It is better to go to the station where you are staying.

Russian Railways hotline statistics

The full operation of the Russian Railways hotline is ensured by 2,500 operators. Every day they receive more than 150 thousand calls from residents of the country and more than 60 million calls a year.

Other methods of communication

To communicate with Russian Railways employees, it is convenient to use other communication methods:

By writing a letter to the address [email protected] company, the client will be able to solve the problem with the purchase or return of electronic tickets.

Contact on the official website.

The virtual reception organized on the Russian Railways website does not advise passengers on seat availability or the current schedule. The service helps to cope with more complex problems related to passenger handling and services provided. Through a virtual reception, the client has the right to leave a complaint or gratitude to an individual employee or the company as a whole.

• Through the mobile application, users will find out the current train schedule and the availability of tickets on a specified date. Registered passengers purchase tickets directly from the app.

When traveling by rail, problems are quite possible. Professional and prompt assistance can be obtained by calling the Russian Railways Hotline or using another convenient method.