Tickets are issued within one business day when reservation is placed through the website and when departure date is less than 89 days from the day of reservation. For reservations placed more than 89 days before departure, we will send a booking confirmation immediately and we will send actual e-tickets with passenger names 89 days before departure date. Some rail carrier may allow issuing tickets in different time frame, in which case we will issue tickets as soon as it’s possible.
Reservation cancellation policies
Standard cancellation fee is 50 USD per ticket. You may be offered a special fare or insurance at checkout, which allow you to cancel your tickets without fees. Please note, to qualify for a refund you must cancel your tickets with us. If you cancel them at the rail station, we will not be able to issue a refund.
All cancellation requests must be submitted in writing to email [email protected] no later than 72 hours before departure. Special fare or insurance may offer more flexible terms.
Ticket modification policies
Standard modification fee is 40 USD per ticket. You may be offered a special fare or insurance at checkout, which allow you to modify tickets without fees. Regardless of fare or insurance applied, difference in fares between original and new tickets (if applicable) are paid additionally.
All modification requests must be submitted in writing to email [email protected] no later than 72 hours before departure. Special fare or insurance may offer more flexible terms. Please note that it may take up to 24 hours to process your modification with the rail carrier.
If you purchase new tickets at the rail station, your original tickets must be canceled with us directly. You must notify us about it no later than 72 hours before departure if you would like to receive a refund for the original ticket. Please note that refund will be issued in accordance with our cancellation policies.
No refunds for missed trains
There are no refunds for missed trains regardless of circumstances and we are not responsible nor liable for such situations. If you have missed your train you will not be able return your tickets or to modify your reservation and you will need to purchase new tickets. Further, if you arrived to a wrong rail station or did not find your boarding platform, if you do not have valid travel documents, such as passports and visas, your tickets will not be returned or modified and you will need to purchase new tickets.
Discounts and promotions
Child discounts, senior discounts and special bonuses may be available from time to time on select routes and trains. They will be offered during the reservation process on the website when available.
Your transaction will be processed through a merchant account of Arsia Limited residing in European Union, or through merchant accounts of our partners in United States and Australia. Payments in Australian Dollars (AUD) will be processed by Firebird Tours PTY (Australia). Payments in US Dollars (USD) will be processed by Arsia Limited (Malta). Payments by PayPal will be processed by Travel All Russia LLC (US). In your bank account statement you will see a description of our Company as xxxx-Russiantrains.
In accordance with the recommendations of Payment Card Industry Security Standards Council, customer card details are protected using Transport Layer encryption - TLS 1.2 and application layer with algorithm AES and key length 256 bit.
We reserve the right to request additional information from our customers to prevent fraudulent activity and to ensure safe transactions.
In an unfortunate case of customer dissatisfaction, you may submit claims to email [email protected] All claims be submitted no later than 14 days from the date of travel and they will be processed within 14 days. We may ask you to provide evidence to support your claim and if we determine that services were not delivered as promised, we may issue a refund for a portion or for the entire booking amount according to our discretion and in lieu of circumstances of the case. All claims are processed within 7 days.
Please note that no refunds will be issued if basis of claim constitute circumstances outside of our direct control, including, but not limited to, improperly issued visas or lost documents, flight delays or cancellations, traffic jams, weather conditions, strikes and so forth.
Limits of responsibility
This online ticket reservation service is organized by Arsia Limited, a limited liability company with registered address 29/14, Vincenti Buildings, Strait Street, Valletta VLT1432, Malta (Registration number: C 81880)
It is the responsibility of the Client to become informed about the most current travel advisories and warnings by referring to the appropriate travel advisories issued by their country.
We do not own or operate any trains or rail stations. We are a ticketing agency and our service is to book electronic tickets precisely according to your instruction. We will issue electronic tickets in names of passengers and send them to email address that you provide at reservation.
We are not responsible for any injury, loss, death, inconvenience, delay, or damage to personal property in connection with the provision of any services, whether resulting from, but not limited to, acts of God or force majeure, illness, disease, acts of war, civil unrest, insurrection or revolt, animals, strikes or other labor activities, criminal or terrorist activities of any kind, overbooking or downgrading of services, food poisoning, mechanical or other failure of train or other means of transportation, or for failure of any transportation mechanism to arrive or depart on time.
The Сompany operates according to the Maltese law. All disputes and disagreements between the Company and the Client arising in connection with this T&C shall be resolved through negotiations, in the absence of consent in the Courts of the Maltese jurisdiction
We are not responsible for delays, changes, or cancellation costs resulting from incorrect, incomplete, or expired traveler documents.
Clients specifically release Company from any and all claims for loss or damage to baggage or property, or from personal injuries or death, or from loss or delay, arising out of the acts, omissions, or negligence of rail carriers.