The process of receiving monetary compensation for the returned receipt of the Aeroexpress transport company proceeds in several stages. The company has fairly direct rules and strict restrictions on this.
According to Decree of the Government of the Russian Federation of March 2, 2005 N111 and paragraph 15 therein (hereinafter referred to as the Rules), the passenger is entitled to compensation in the amount of the full cost in the only case: an unforeseen interruption in the movement of trains for more than one hour in the manner prescribed by the basic rules for the carriage of passengers, baggage, cargo baggage. In any other cases, compensation of funds for a one-time trip on an out-of-town train is not made.
The exception is (travel receipt paid through the official websites of the Aeroexpress company, or mobile applications and websites of partner carriers). If you are unable to use the purchased electronic receipt, you have the legal right to change the details of this document once.
E-ticket refund
To receive compensation for an electronic type of travel receipt, you will need to make changes to the travel parameters. The required actions are performed through a personal account on the site or in mobile application:
- mobile phone application.
This service is open access only for previously registered users. If you are not authorized or do not remember your password and login, then contact the Aeroexpress customer support number indicated: 8-800-700-33-77.
To cancel your ticket, follow the steps below:
- In the graph personal account titled "My Ticket" select the desired booking.
- Then click the "Request Cancellation" button.
- Accept the agreement with the amount offered for the ticket.
- Get cash in the same way that you previously paid for the train ticket. The money will be transferred within 5-10 working days.
It is necessary to take into account the factors affecting the amount that the passenger will receive after the implementation of the above points. The actual fare is subject to the deduction of:
- commission. The client pays them for the cancellation service provided for him electronic ticket;
- bank interest for purchasing a ticket.
Deadlines for returns
Changes made to the details of the electronic travel document at the Standard and Round-trip fares purchased by the user on the website or in the Aeroexpress mobile app, are credited to the client if the departure date indicated on the ticket is not overdue. Derogation from this paragraph is possible only on the condition that the buyer has paid for his ticket on the day of departure.
For those serving in a business class carriage, the time frame is slightly extended. The deadline for passengers to make changes to their electronic receipt is 30 minutes before the train's departure. The Aeroexpress departure time is always indicated on the ticket.
At one time it is allowed to purchase up to five receipts for one tariff. By making travel changes to one ticket, you will automatically change the data of all other tickets from the general order.
Features of the return and transfer of funds
The originals of all travel tickets and receipts of various fees remain with the transport company and become the basis for a refund in all cases of compensation for unused or partially used travel documents.
For information on the return of electronic tickets for Aeroexpress electric trains, as well as in case of difficulties with the return, please call the transport company: 8-800-700-33-77 or contact the support service using the feedback form.
A refund for an unused travel receipt purchased by bank transfer or using a payment card is made to the bank account of a legal or individual who paid for the travel document.
Ticket refund when purchased on partner websites
The process of monetary compensation when purchasing a ticket on partner websites is possible after the passenger fills out and sends a written application.
) - from Paveletsky railway station(scheme), to Sheremetyevo airport (scheme) - from Belorussky (scheme) and Savelovsky stations and to the city of Lobnya - from Savelovsky station.
2. How long does it take to get to the airport by high speed train?
Travel time on high-speed comfortable Aeroexpress trains to Vnukovo and Sheremetyevo airports is 35 minutes, to Domodedovo airport - 40-45 minutes.
3. Where can I find the schedule?
- On the website www.site in the Aeroexpress section
- on Aeroexpress website www.aeroexpress.ru
- by phone hotline: 8-800-700-33-77 (toll-free within Russia)
- sending to number 3115 special short SMS message in Russian or Latin letters:
- "Moscow (Kiev Station) - Vnukovo": " ae in" or " ae v";
- "Moscow (Paveletsky railway station) - Domodedovo": " ae d" or " ae d";
- "Moscow ( Belorussky railway station) - Sheremetyevo ":" ae w" or " ae s".
To receive an SMS with the express schedule at a specific time (for example, in Vnukovo at 7:00 am), you must send a request like: " ae at 07:00" or " ae v 07:00".
The cost of the SMS service is determined according to tariff plan your mobile operator.
4. How much does a ticket cost?
- The fare for one adult passenger in a general class carriage is 470 rubles.
- The fare for one adult passenger in a business class carriage is 1000 rubles.
- For children under 5 years travel is free.
5. What classes of carriages are available on Aeroexpress?
- General class carriage - an electronic ticket gives the right to travel in any general (economy) class carriage. A seat is not assigned to a passenger, he takes any free seat. The ticket is valid until 23:59 on the day following the travel date indicated on the ticket.
- Business class car - 24-26 seats in the car, soft drinks, newspapers, luggage racks and clothes hangers are provided free of charge. A ticket for business class carriages guarantees seat with a number that is issued for a specific date and time of departure.
6. What is an Aeroexpress e-ticket
- Possibility to buy a ticket in advance and without commission
- Booking and paying for a ticket on the site site
- An electronic ticket for a regular carriage is valid until the end of the next day from the specified date of departure.
You will receive an electronic ticket to the e-mail specified when ordering or via SMS to your phone.
When choosing a version for mobile devices, make sure in advance that it can be played correctly by your phone. For this:
- Make sure that the data transfer service via GPRS is connected and configured
- Follow this link, which is in the SMS message with the payment results
The opened page should display an e-ticket with a barcode image. If the barcode is not displayed, print the e-ticket on paper. Tickets without a barcode image are not subject to verification.
Attention: be sure to print your e-ticket before the trip and keep it until the end of the trip or keep the SMS notification in your mobile phone!
7. What is the validity period of an Aeroexpress e-ticket?
- General (economy) class - the ticket is valid until 23:59 on the day following the date of travel indicated on the ticket.
- business class - the ticket is valid only for the flight (by date and time of departure) indicated on the ticket. If a passenger with an electronic ticket for Aeroexpress business class is late or in case of an earlier visit, the passenger can travel in any general class carriage until 23:59 on the date of travel indicated on the ticket.
8. How to pay for tickets?
- in cash in one of our offices .
- in cash through Euroset and Svyaznoy.
- Yandex.Money.
- WebMoney wallet.
- Bank transaction(Issuance of air tickets is carried out after receipt of money on the account).
- credit card in offices (Visa, Mastercard, American Express credit cards are accepted for payment).
- credit card online . Remotely through the electronic payment system we accept for payment: VISA, MasterCard/EuroCard.
9. Can I return the ticket?
Pre-booked tickets are non-refundable and non-refundable.
10. Does the railway ticket indicate the seat number?
Tickets are sold without seat numbering (with the exception of business class tickets), so we recommend that passengers arrive at the departure point 10 - 15 minutes before the train's departure and calculate the time for the trip with a small margin.
Since February 2010, business-class carriages have been running between Moscow and Sheremetyevo Airport in Aeroexpress trains, which differ from ordinary ones in a higher level of comfort and the availability of additional services. In such a carriage, unlike the usual one, passengers are provided with a guaranteed seat.
11. How to get through the turnstiles at the airport?
Departing from Moscow to the airport, a passenger presents an electronic ticket (in printed form or with mobile phone)
for reissuing a ticket with a barcode, which will allow you to go through the turnstiles at the airport in the future. If a passenger is traveling from the airport to Moscow, then the pass is carried out through the gate at the turnstile system point upon presentation of an electronic ticket to security officers.
Aeroexpress trains depart from railway terminals near stations of the Moscow Metro's Koltsevaya Line. Travel time to Vnukovo and Sheremetyevo airports is approximately 35 minutes, to Domodedovo - approximately 45 minutes.
Trains to the airport:
- from Paveletsky railway station - to Domodedovo Airport;
- from Belorussky railway station - to Sheremetyevo Airport;
- from Kievsky railway station– to Vnukovo Airport
Airport trains:
- from Domodedovo Airport - to Paveletsky railway station;
- from Sheremetyevo Airport - to Belorussky railway station;
- from Vnukovo Airport to Kievsky railway station.
How to order a ticket?
If Moscow is the starting or ending point of your trip, the system will automatically select required ticket on the Aeroexpress train. Select the desired route and pay for the service along with the ticket.When creating an order, the system will automatically select the necessary ticket for the Aeroexpress train if Moscow is the starting or ending point of your route.
Tickets at the "Standard" fare can be purchased immediately before the departure of the train or in advance, but not earlier than 90 days before the intended date of travel. If you buy tickets three or more days before the trip, their cost will be lower.
Under the Standard fare, a passenger is not provided with a specific seat. If there are no free seats, standing is allowed.
The ticket is valid for 30 days from the date specified at the time of purchase.
How to use the ticket?
After successful payment for the complex service, an electronic ticket with a QR code will be sent to the mail you specified during registration. Print it out and, while passing through the Aeroexpress turnstiles, attach the QR code to the reader.IMPORTANT! You need to print the ticket directly from your browser. When sending an e-ticket for printing, the following requirements must be observed: do not change the default print settings (print quality, page scale and image size); The QR code located on the itinerary receipt must be well printed and readable, the presence of any defects on it is unacceptable. In case of non-compliance with these requirements, the ticket is considered invalid.
How to return a ticket?
The cancellation procedure for the Avia+Aeroexpress complex service consists of two stages - cancellation of an air ticket and cancellation of an Aeroexpress ticket. You can only cancel an Aeroexpress train ticket, while the ticket will remain valid.To return an Aeroexpress ticket, you need to:
- Log in to the site website.
- Enter the "My Ticket" section, select the "Aeroexpress" tab and open the desired booking.
- Click the "Request Cancellation" button.
- Agree with the amount to be returned.
Note!
You can return the ticket until 23:59 on the day before the day of travel.
When canceling an Aeroexpress ticket, the full cost of the ticket (the agency's service fee of 1 AZN, as well as the payment system's mark-up deducted by the bank when paying for the ticket) is subject to a refund.
If a ticket for the Aeroexpress train was issued together with the ticket, for making changes to railway ticket an agency service fee of 1 AZN is charged.
To Sheremetyevo Airport:
Aeroexpress tickets to Sheremetyevo can be purchased at the Aeroexpress railway terminal building at the Belorussky railway station (Belorusskaya metro station). The entrance to the terminal is through the entrance No. 3 and No. 4 of the station. At the terminal, you must purchase a ticket at the selected fare. If necessary, you can register for domestic flight and check in your luggage. Travel time to the airport will be 35 minutes. The electric train arrives at the platform of the Aeroexpress railway terminal located near Sheremetyevo-F. To get to Sheremetyevo-B and C, you should use a free bus. The stop is located on the ground floor at the entrance to the terminal. Travel time will be 20 minutes.
To Moscow (to the Belorussky railway station):
From Sheremetyevo-B and C terminals runs free bus to the Aeroexpress railway terminal. The bus stop is located at the exit from the Sheremetyevo-B arrivals hall, on the left, on the station square. Travel time will be 20 minutes. From the Sheremetyevo-F terminal, you can walk along the elevated pedestrian gallery (7 minutes) to the building of the Aeroexpress railway terminal, which is located on the forecourt of the airport. The pedestrian gallery is located at the level of the Sheremetyevo-F departure hall. The express arrives in Moscow at the Belorussky railway station. Travel time will be 35 minutes.
Fare:
The total cost is 400 rubles. 00 kop. Children under 5 years old - Free of charge Children from 5 to 7 years old - 130 rubles. 00 kop. Tariff "Family": Two adults + children (up to 3 children) under the age of 14 - 810 rubles. 00 kop. Round-trip fare - 800 rubles. 00 kop.
