Russian Railways hotline phone for information. Russian Railways hotline telephone and other means of communication for passengers

Faced with the inappropriate behavior of the company employees or the poorly provided services, it is first of all worth thinking about writing a complaint to the management of Russian Railways. You can start both from the regional office and from the central office.

A well-written complaint can give real results right up to the compensation of the caused.

Grounds for complaint

In most cases, claims to the work of Russian Railways arise for the following reasons:

• inadequate quality of service  (non-functioning wagon infrastructure: for example, heating or toilets);
• violation of sanitary or technical standards;
•   or incompetence of company employees;
• sale of tickets without, in cases where they are provided, or the imposition of additional services (, underwear, etc.);
• sharp and unreasonable price increases;
• poor apron condition  and railway platforms.

Other circumstances that must be considered individually are also possible.

If the client has suffered significant material damage or health damage, the complaint will have to be written to the prosecutor’s office, followed by an application to the court.

To file a complaint with the prosecutor’s office and subsequent trial, you must have evidence of a violation. Otherwise, the grounds for the audit may not arise.

Russian Railways Hotline Phone

To resolve urgent issues, there is a round-the-clock telephone number of the Russian Railways hotline.

Calls to the number 8-800-775-00-00 are free from both mobile and landline phones throughout Russia.

Turning to the hotline, the caller gets to the answering machine, which provides information on the most frequently arising issues and, if necessary, redirects to the operator.

What services are provided by calling the hotline of the information and service center?

Specialists of the unified help desk will be able to advise on the following issues:

• schedule changes, the time of arrival and departure of long-distance trains and suburban trains;
• train routes;
• availability  and selection of alternative routes with transfers in case of their absence;
• ticket prices  and conditions of tickets of various categories;
• passenger rules with, baggage and hand luggage, pet transport;
• ticket office hours  at railway stations and stations of Russian Railways.

You can also leave your suggestions on improving the quality of service and comments on the work of the company on the hot line.

For all questions of interest, detailed answers can also be obtained in the company's communities on social networks (VKontakte, Facebook, Twitter, Odnoklassniki, Instagram). In addition, Russian Railways has a mobile application where you can check train schedules, find out prices and purchase.

There are a number of issues with which the call center experts will not be able to help. These include:

• ticket booking;
• information about railway communication with the republic;
• claim for material damage  or harm to health;
• written complaint  or proceedings.

If we are talking about the last paragraph, the most convenient alternative to calling the hotline can be contacting the "virtual reception" on the official website of Russian Railways.

Where can I file a complaint against Russian Railways?

You can send a complaint in three possible ways:

• personally bring it to the regional representative office or central office of Russian Railways  (you must have a second copy with you, which will be marked on its adoption);
• send by registered mail with notification  (in this case, the documents confirming receipt of the complaint will be a receipt for payment of the shipment and notification);
• through the official website of Russian Railwaysusing the "virtual reception" service (a letter sent by e-mail will be a confirmation of the appeal).

All three methods are equally effective, and the choice can be safely made based on convenience.

Schedule of personal reception of the head of the company and its structural divisions can also be found on the page "virtual reception".

In some cases, personal contact helps to quickly resolve problems.

"Virtual Reception" on the official website of Russian Railways

For a complaint filed over the Internet, the same rules apply as for an official document drawn up on a piece of paper.

The complaint must indicate the surname, name and patronymic of the applicant, as well as contact details for receiving feedback. A sample complaint can be downloaded from.

Appeals without indicating these data are not subject to review. This also applies to incorrectly drawn up complaints, in which there are obscene expressions, excessive emotional coloring in the description of what happened, or other deviations from the formal style. If necessary, you can attach a file with additional information to the appeal.

Other authorities

If the problem could not be solved at the level of the management of Russian Railways, it makes sense to contact the Transport Prosecutor's Office (MMTP).

The appeal to the Moscow Transport Chamber may be made in free form, but certified copies of documents confirming the violation have to be attached to it without fail.

If the grounds are deemed sufficient, an inquiry will be instituted upon the appeal.

Since 2010, Russian Railways has launched a unified telephone inquiry service. Now passengers do not need to call the local information desk of a separate station to find out the cost of the ticket or the train schedule. Now, every Russian can get information of interest on a single free number of the Russian Railways support service.

Russian Railways Information Service: Phone

The new service of Russian Railways has greatly simplified the receipt of reference information by passengers - you no longer need to search and remember local phones, but only one federal number. However, it takes much longer to wait for the operator’s response: first comes the block of input information (about a minute), and only then the call passes.

The help service of Russian Railways serves both long-distance and suburban passengers. You can also use the automatic help service and get a response from the robot. The voice recognition system allows you to determine the station named by the passenger and the dates of the trip, after which it gives information about the schedule and availability.

The Russian Railways help desk phone is single and multi-channel. Calls from mobile and landline numbers in Russia are free. The Russian Railways hotline operates around the clock - about 2500 call operators will answer any questions that arise at any time.

Russian Railways Hotline Telephone - 8-800-775-00-00

For what cases is the help service of Russian Railways intended?

With its help, passengers can solve issues related to railway trips and find out:

• up-to-date information on changes in the existing schedule;
• route of long-distance trains;
• cost and availability of train tickets;
•   , luggage, hand luggage;
• rules for purchasing and returning tickets online;
• the mode of operation of ticket offices at Russian Railways stations.

In addition, operators accept passenger complaints and suggestions for improving the quality of service for Russian Railways. You can also contact the support team for help with baggage loss or choose a travel option with transfers in the absence of seats.

The Russian Railways help desk receives calls around the clock.

In what situations can specialists not help?

If a passenger needs to book train tickets, then it cannot be done through the Russian Railways single hotline. It is better to contact the station at the place of stay.

Gennady Tikhonov

Written Articles

Russian Railways OJSC has been a monopolist in the field of railway transport and passenger transportation for many years. Externally, Russian Railways is a successful and efficiently operating company, but today the majority of passengers are not happy with the level of service and quality of service. Often, citizens are faced with various troubles, such as rudeness of cashiers, unjustified increase in tariffs, excess of authority of conductors, lack of heating of an electric train or train, etc.

  What to do in this situation, not every citizen of the Russian Federation knows. An effective solution would be to write a complaint to the competent authorities or leave an oral message on the telephone hotline. Only by paying attention to one’s problem, one can achieve protection of one’s constitutional rights and interests, uphold justice, and stop unlawful actions against passengers of Russian Railways. How and where to complain at any time can be found on our website.

Consultations of the best lawyers in this branch of law are available around the clock. The services of experts are completely free and available to residents of all parts of the country, not just Moscow. You can contact consultants by phone or online. Remote lawyers will study your problem and promptly provide an effective algorithm of actions aimed at protecting the interests of the client.

Where to complain about Russian Railways

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

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

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

It is worth noting that Yakunin in most cases does not respond to passenger requests, arguing that the problems are too small and can be solved locally. Therefore, he should write in exceptional cases.

  If the central department of Russian Railways in Moscow did not respond to complaints from citizens, you must contact the Moscow Interregional Transport Prosecutor's Office. You can contact the representatives of MMTP through the official website of the organization. Upon the fact of the application, the structure will conduct an audit 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 phone number of the police. Law enforcement authorities are authorized to solve such problems.

Russian Railways hotline and its advantages 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 hotline phones - for employees and passengers. They began to work since 2000 and have already proven their effectiveness, convenience and efficiency.

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

Dear readers! The article talks about typical ways to solve legal issues, but each case is individual. If you want to know how solve your problem  - contact the consultant:

APPLICATIONS AND CALLS ARE ACCEPTED 24 HOURS AND WITHOUT DAYS OFF.

It is fast and IS FREE!

No one is safe from unforeseen travel problems. Therefore, it is advisable to learn about how to write a complaint to Russian Railways in 2019?

What you need to know

But you should remember about the trial of the passenger 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 only one passenger. There is no strictly defined complaint form.

But there are mandatory points:

1. Address and regional affiliation of the authority to which the complaint is directed.
2. Initials of a citizen with the wording “from whom”.
3. The title of the document is “Complaint”.
4. Description of the essence of the conflict.
5. If you have video or photo materials, you should attach them in electronic media.
6. Please take action.
7. Please provide an answer and provide contact details.

Basic concepts

What is her reason

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

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

The same can be applied to Russian Railways. Keep in mind that disgusting conduct by the conductor is often associated with a sense of impunity that they feel. This is another reason to file a complaint.

Legal grounds

When should I write a complaint about this organization? In general, these cases can be described as follows - if the passenger became a victim of psychological or physical abuse during the trip.

Service companies should remember that they are a priori responsible for the safety of a person and for the safety of his belongings.

According to experts, existing consumer protection laws have some gaps.

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

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

1. Full access to information.
2. The consumer is absolutely free to choose.
3. Has the full right to security.
4. It has every right to be heard.

The latter implies the opportunity to be heard not only from the 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 come from an inappropriate attitude from the conductors. The behavior of the employee, his attitude towards passengers as a whole is part of the company's service.

If this is a small incident, then you should contact the regional representative office of Russian Railways. The complaint should be addressed to the head of the unit.

You can also send her 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 by phone and tell the incident verbally. Phone number for recording - 8 499 262 33 49

It is also possible to send online. To do this, open the Russian Railways website and find the “Public Reception” section. The essence of the claim should be stated in a special form and sent.

Complaints of passengers on Russian Railways

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

1. Despite the fact that the price of the ticket includes the cost of basic services, the salon requires surcharges for various services.
2. Prices are constantly changing, mainly 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 cars, complete disregard for sanitary requirements.
7. False advertising, where they promise discounts, but really are not provided.
8. Delay flights.
9. The requirement of an additional fee, if one or another service is indicated as free.

Where should the employee go?

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

Heads of local units should ensure that the entire work process is regulated by law.

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

If this is impossible or even the head 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 responsibility is to protect the rights of workers is the Labor Inspectorate. It should not be delayed with the resolution of the conflict.

The Labor Inspectorate usually organizes field visits immediately to establish a true picture of the conflict.

If neither the management of Russian Railways nor the Labor Inspectorate could satisfy the requirements of the employee, then he has the right to apply to the judicial authorities.

It should be borne in mind that this will be a lengthy and difficult process, requiring multiple proofs and arguments of one’s own position.

Contacting the telephone hotline

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

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

But it should be borne in mind that the line is designed for consulting services on the work of Russian Railways. That is, by phone you can find out the flight time, ticket prices, reservation issues and additional services.

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

How to write online on the official website

On the Internet, there are many sites 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 “pairing” and nothing more, since a complaint written in a non-targeted manner does not have to be considered.

It should be remembered that Russian Railways is a monopolist in the field of transport services. The enterprise does not face competition.

Therefore, customer-oriented policies may not be a priority for them. Improving the quality of services is possible only by claiming their legal rights.

On the Russian Railways website at www rzd ru, one should find the Information Services section, where the virtual reception of the enterprise is located.

Here you can send a complaint in the following areas:

Management representatives	In the corresponding section, a document is available for download, where there is information about the recipients and dates of admission
If you click on the link “Contact the company management”	That opens a page 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 address of the Federal Passenger Company
You can make an appointment or send an email	To the Directorate of express communication
There is a phone number of the head of the railway station	7 499 260 00 62, where you can call or send a fax

Is it worth the fight

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

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

If the top management did not respond to the complaint or it did not achieve the expected results, then you should contact other instances. For example, in MTMP.

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

The complaint can be left in the Internet reception on the specified site or written in the office. Given that this body is part of a law enforcement unit, evidence must be provided to deal with the complaint.

Tickets, photos and videos, as well as testimony, 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 lawsuit with the law enforcement authorities.

The basis for this are the following types of claims:

• the passenger received bodily harm;
• subjected to physical or psychological abuse;
• they demanded money from him;
• refusal to transport personal items.

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

Refusal of consideration by law enforcement agencies may be the lack of evidence. This should be taken care of before writing a statement.

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

"Russian roads" became the heroes of jokes and endless for discussion. But it should be remembered that the law is always ready to protect the interests of ordinary citizens.