If you have already exchanged your ticket for a boarding pass, the ticket is to be refunded only at a ticket office.
Ticket Refund in the Territory of Kazakhstan
To make a ticket refund, apply to the ticket office of Passenger Transportation JSC and write
an application enclosing a travel document (ticket) and a copy of your ID.
Also, documents can be sent to one of the regional branches of JSC Passenger Transportation:
- RB "North" - 11/1, Gete St., Astana;
- RB "South" - 2/1, Tobaiakova St., Almaty;
- RB “Western” - 11, Stantsionnaia St., Aktobe.
Applications for the refund of group travel documents (tickets) in a complaint are sent to JSC Passenger Transportation - 6, Kunaeva St., Astana
Refund at a Ticket Office Abroad
If the passenger is in one of CIS countries, Lithuania, Latvia or Estonia, they should apply for a ticket refund to a ticket office in the country they are staying. The cashier will return your seat assignment and provide a supporting document. Upon arrival in Kazakhstan, one should apply to the nearest ticket office of Passenger Transportation JSC, fill in their application as provided for in the sample and enclose the document confirming the return of your seat assignment, which has been received in another country.
The funds can be returned only in the territory of the Republic of Kazakhstan.
It is impossible to apply for a refund by providing an e-ticket or order blank at ticket offices abroad.
According to the Law of the Republic of Kazakhstan “About Rail Transport”:
- a claim shall be considered within a month of its receipt (Clause 1, p.91);
- lawsuits filed against the carrier, arising out of transportation, can be brought in case of a carrier’s full or partial rejection to grant the claim or in the event of non-receipt of a carrier’s response to the filed claim upon its consideration period. According to the agreement on transportation of freight, postal items, the statute of limitations is one year and six months pursuant to the agreement on passenger, baggage, cargo-luggage transportation (p.93).
Please note!
- Due to the KTZ restrictions, a full ticket refund for cancelled trains can be made only in the Passenger Transportation JSC ticket offices. When a refund is made online, the refund amount will be calculated with the fee.
- The carrier considers a refund application. If the request is granted, the funds will be returned within the terms specified below. In the event of a negative decision, you will receive a reasoned rejection letter.
- If a part of the order has been paid using bonuses, the refund amount will be less than the one specified, as the bonuses are not returned in monetary terms.
- During the state of emergency due to the coronavirus pandemic, train tickets refund is made in full without retention and fines.
Funds receiving terms
When refund a ticket:
- Not later than 1 hour before the train departure - refund to the card within 15 business days, after receiving from the passenger a seat refund receipt issued at the ticket office.
- Less than 1 hour before the train departure - refund up to 30 calendar days in the complaint procedure at the request of the passenger.
You can refund tickets purchased from 03.16.2020 till 05.11.2020 within 6 months.
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