Rules for the registration and use of the Web portal

Our Web-portal bilet.railways.kz provides service on online execution and payment of electronic railway tickets for individuals and legal entities using bank card.

Buying electronic travel documents (tickets) on our site, you agree with all listed below terms and conditions.
You, as user of the site, confirm your right and legal capacity, financial solvency, and also understand responsibility for obligations, entrusted to you in the result of conclusion of this formal offer.

Portal of passenger of JSC “NC “KTZ”:

• forms reference information: current long-distance train schedule, space availability assignments, cost of railway ticket depending on type of coach, seat, additional service etc., train travel route in the Republic of Kazakhstan, and also CIS countries
• confers the possibility of independent selection of travel data and purchase of railway tickets online on trains of international and republican traffic
• confers the possibility to use service Waiting list in the absence of seats on necessary travel,
• confers the possibility to check legitimacy of electronic travel document (ticket),
• confers the possibility to get copy of electronic travel document (ticket) and boarding card.

Attention!

Electronic travel documents (tickets) are executed on the site from the date of opening of sales for destination, 45 days 07:00 a.m. before train departure for passenger trains of international and intrarepublican traffic, and 10 days for passenger trains of suburban traffic, and not later than 1 hour before train departure from initial station.

Electronic travel document (ticket) is formed after payment of electronic ticket.

Electronic travel document (ticket) can be returned:

• · on the site in personal cabinet of the client not later than 1 hour before train departure from initial station of train travel route
• · in ticket offices in the territory of the Republic of Kazakhstan on presentation of electronic travel document (ticket) and identity paper of passenger in accordance with the established period of return.

You are kindly requested to review listed below rules for registration and use before purchase.

1. General provisions
2. Web-portal functions
3. Client registration on Web-portal
4. Purchase of railway tickets via the Internet
5. Route selection
6. Waiting list
7. Review of Order History
8. Refusal of purchased tickets
9. Obligations of the Company and Client

• 1. General provisions
  • 1.1. Rules for registration and use of the portal of joint-stock company “National Company “Kazakhstan Temir Zholy” (hereinafter - the Company) regulate:
    • 1.1.1. procedure for registration and receipt of current reference information on passenger trains travel,
    • 1.1.2. availability of seats in trains,
    • 1.1.3. use of Waiting list function,
    • 1.1.4. payment for electronic railway travel documents (hereinafter – tickets) using bank payment cards (hereinafter – payment cards) by users of the Internet world network.
  • 1.2. The user of the site is entitled to execute up to 10 unique passengers per one account. Registering more number of unique passengers, the account will be blocked.
  • 1.3. All individuals, working with the Portal, are divided into two categories:

    Users of the System – Clients, visitors of the website, who wish to purchase electronic railway tickets to the desired destination. Client pays for railway tickets to the required destinations using its own payment card.

    Administrators of the System - operational control specialists, performing: user management, control over content of directories on trains, destinations and other current information, forming operational and analytical reporting, review of availability of railway tickets. Financial administrator, acting as auditor, establishes restrictions on one-time purchase of railway tickets, determines amount of fines for refusal of them.

    • 1.3.1. users (Clients);
    • 1.3.2. administrators.
  • 1.4. These Rules are an offer (offer) of the Company on provision of payment services for electronic railway ticket using payment card in on-line mode via the Internet
  • 1.5. Following terms are used in these Rules:
    • 1.5.1. On-line – on-line mode
    • 1.5.2. ACS – automated control system of passenger traffic of the Company
    • 1.5.3. Authentication – confirmation of authentication of payment card and that Client is its legal owner
    • 1.5.4. Authorization – formation of request and permitting for transaction
    • 1.5.5. Client – user, purchasing electronic tickets by means of portal
    • 1.5.6. Login – user identification number
    • 1.5.7. Password - set of symbols, intended for confirmation of user personality
    • 1.5.8. Payment card – mean of access to money through electronic terminals or other devices
    • 1.5.9. System – is complex of hardware/firmware technologies, responsible for operation of the Portal
• 2. Portal functions
  • 2.1. Following online possibilities are provided to the Client of the Portal:
    • 2.1.1. send requests for reference information (current schedule of long distance trains, space availability assignments, cost of railway ticket depending on type of coach, location, additional service, etc., travel route of trains throughout the Republic of Kazakhstan and CIS countries)
    • 2.1.2. independently without any middleman in dialogue mode (jivosite) with the Portal to buy electronic tickets on trains of international and intrarepublican traffic with the next entraining (in case of trains with electronic registration), or appearance in person in order to get tickets on accountable forms (in case of trains without electronic registration) in railway ticket offices, or by means of transactional self-service terminals
    • 2.1.3. independently and without any middleman to use function Waiting list, which will allow to buy seats with some likelihood ratio in case of their absence on the open market
    • 2.1.4. to save up to 10 passengers in personal account, with details;
    • 2.1.5. get copies of electronic tickets and boarding cards independently.
  • 2.2. Portal can work as referral information system without Client registration in the system, and the answer contains following data:
    • 2.2.1. current online passenger trains traffic schedule
    • 2.2.2. cost of travel
    • 2.2.3. space availability assignments
    • 2.2.4. information about train
    • 2.2.5. time schedule on stations
    • 2.2.6. train route
    • 2.2.7. additional information
• 3. Client registration
  • 3.1. It is necessary to open menu “Enter” and pass the registration for logging purposes. Registering on the Portal, the Client indicates its personal data in the relevant fields:
    • 3.1.1. E-mail*- email of the user for obtaining of information on purchased electronic ticket;
    • 3.1.2. Password*- created password, with which the user will enter;
    • 3.1.3. Password repeat*- it is necessary to repeat the password in this field in order to exclude errors;
  • 3.2. Having filled all fields, it is necessary to press the button “Register”. As the result, the Portal will analyze entered data and, if there is a record in the database with the entered user’s identification code, following warning will be displayed “User with this identification code was registered on the Portal”.. Provide another login.
  • 3.3. In case of successful registration of the account, the Client will receive the relevant message.
  • 3.4. In case of misrepresentation of password and/or nonexisting user’s identification code, the Portal will display a warning and offer to repeat entry of data of the account. The user will be blocked after five wrong attempts to enter the password. In order to unlock the user it is necessary to activate it by reference from letter, which was sent to the specified email.
• 4. Purchase of electronic tickets via the Internet

  Main function of the Portal is provision of opportunity to Clients to buy electronic tickets. Purchase of electronic tickets is performed in 8 stages:

  1) The client indicates necessary travel route (station of departure and arrival station) of the train and date of departure. The system displays list of all available trains, meeting the specified criteria. The Client can also select a date for back departure.

  2) The user selects seats of certain type from the list. The system provides an itemized list of seats of certain type and their cost.

  3) The client selects seats; also it can indicate preferences to seats which it wants to purchase.

  4) The client enters passenger data on which electronic tickets will be executed, if necessary, the Client can save data of entered passenger, having press the button “Remember passenger” in order to use auto filling of details on saved passengers next time.

  5) The client acknowledges and agrees that it read and understood rules of ordering

  6) The client enters parameters of payment card, using which it pays for electronic tickets.

  7) The system forms printed version on A4 with information about the purchased electronic tickets and sends it to the Client’s mail.

  8) The client prints A4 for presentation upon boarding the train, with electronic registration or upon receipt of railway tickets in the ticket office and transactional self-service terminal.

  There are two kinds of electronic tickets:

  o Form of electronic ticket with electronic registration;

  o Form of electronic ticket without registration.

• 5. Selection of travel route
  • 5.1. To select travel route, the Client shall indicate data for search:
    • 5.1.1. departure station of the train (in Russian)
    • 5.1.2. destination station of the train (in Russian)
    • 5.1.3. departure date DD/MM (in calendar)
    • 5.1.4. return departure date DD/MM (in calendar). If the Client wants to buy return tickets
    • 5.1.5. optional for filling: period of time for train departure for the search: start and end of interval (“night”, “morning”, “day”, “evening”)

      Note! If departure and destination stations are on the territory of the Republic of Kazakhstan, time of Nur-Sultan is given in the ticket. If departure or destination stations are in other countries, then local time of one or another country (usually relative time in the capital of that country) is given in the ticket. However, there are exceptions: for example, railway station in Petropavlovsk city is within the jurisdiction of PJSC Russian Railways and works in accordance with Moscow time.

  • 5.2. Then the Client can press on the button “Find” ** and view description or route of displayed trains, or go to search of available seats in selected train. To view available seats, press on the button “Select train”

    Following is displayed for each train:

    • 5.2.1. train number;
    • 5.2.2. train route
    • 5.2.3. departure time;
    • 5.2.4. travel time;
    • 5.2.5. arrival time. ** If the Client indicates date and there are no trains on this date, the Portal will display a warning that there are no trains in accordance with the specified criteria, and invitation to repeat data entry. If data is correct, the system displays available data of Booking system.
  • 5.3. If the Client selected option “Return”, it shall indicate two dates in the calendar:
    • 5.3.1. departure date one way
    • 5.3.2. return departure date

      Then the client will be shown available travel options. In this case, to continue execution of electronic tickets, the passenger shall select departure train “one way” and departure train “return” and press on the button “Find”.

  • 5.4. If the Client selected option “Continue” (“A” - “B” / “B” - “C”), it shall indicate destination station, this option is necessary if there is no through railway service between departure station and arrival station. Selecting intermediate station, the passenger is recommended to select large stations, such as ASTANA, ALMA ATA1, ALMA ATA2, KARAGANDA, PETROPAVLOVSK etc.

    Note! Using option “Return” (“А” – “B” / “B” – “A”), the Client executes 2 different orders. First is in the direction “A” – “B”, second is in the direction “B” – “A”.

  • 5.5. Selection of seats
    • 5.5.1. The system provides following information on available seats in the train to the Client:
    • 5.5.1.1. coach number
    • 5.5.1.2. class of service
    • 5.5.1.3. category
    • 5.5.1.4. transport operator
    • 5.5.1.5. price for 1 seat (according to adult Fare)
    • 5.5.1.6. number of various available seats (lower, upper and side) within the category
    • Note! Changes are possible in location plan of passenger car seats for technical reasons!
    • 5.5.2. Having selected seats, the Client goes to form for filling of passenger details, provided that requested seats are available for sale.
    • 5.5.3. If there are restrictions on coaches for the train, the Portal displays only those coaches in which the Client can buy seats.

      Note! You are kindly requested to check the seats provided to you in the window with information about payment card carefully, since selection of seats is not guaranteed until payment. Note! According to operating instructions of ACS “Express-3”, buying ticket, you can specify only range of seats, for example, if you select seats 1, 3, 5, 6, then ACS “Express-3” will reserve seats in the interval from 1st to 6th seat, and if all places are available, then seats 1, 2, 3, 4 will be reserved.

  • 5.6. Filling of passenger personal data
    • 5.6.1. Having selected seats, the Client will be provided with form for filling of details. It contains following fields:
    • 5.6.1.1. Possibility to use discount cards (for discount cards holders);
    • 5.6.1.2. Quick filling (if you saved data of passenger earlier, you can select from list of available passengers)
    • 5.6.1.3. Tariff type. Note: Child fare can be purchased given that the is passenger with Adult fare in the order.
    • 5.6.1.4. Document type (identity document)
    • 5.6.1.5. Document type (Individual identification number)
    • 5.6.1.6. Document number
    • 5.6.1.7. Surname
    • 5.6.1.8. Name
    • 5.6.1.9. Patronymic
    • 5.6.1.10. Telephone
    • 5.6.1.11. Possibility to remember passenger (if you want that the Portal remembers entered data of the passenger)
    • 5.6.1.12. If the Client is not authorized, then the Portal will ask to indicate email, where electronic travel document (ticket) will be sent
    • 5.6.2. If necessary, the Client can add the passenger to the order, having press the button “Add passenger”
    • 5.6.3. Having filled data of the order, it is necessary to tick the box for confirmation of consent with the rules of order execution..

      Attention! Selection of seats is not guaranteed until payment.

  • 5.7. Payment of selected seats
    • 5.7.1. Having filled all fields, press the button “Buy”, form for payment of order will be opened on the site of JSC “Khalyk Bank of Kazakhstan” – www.halykpay.kz. Here the Client shall enter data of payment card with which electronic tickets will be paid:
    • • card number (16 symbols);;
    • • CVV2 or CVC2 (3 symbols on the back of the card). If CVV2/CVC2 code is not indicated, you can know it in issuing bank of the card;
    • • card expiration date (in form YYYYMM)
    • 5.7.2. Payment cards of any second-tier banks, supporting standard of international payment systems Visa and MasterCard are suitable for payment. To perform this operation, payment via the Internet shall be opened on your card. Contact with your bank on this issue..
    • 5.7.3. Having filled all fields, press the button Pay. As the result, the System will verify order data for compliance. If verification is unsuccessful, the site will display the relevant message on error and interrupt payment operation. These rules are criteria for limits on payments in accordance with the level of confidence to the Client.
      Note! Please, verify data on your order before payment confirmation.
    • 5.7.4. In case of successful verification, electronic tickets are paid from the Client’s payment card. Total cost of the order is calculated as product of cost of purchased electronic tickets and shall be automatically debited from the client’s account and credited to the carrier’s account.
    • 5.7.5. Then the Portal forms electronic tickets and sends them to the user’s e-mail, specified during registration. The Client can also view electronic tickets in the Personal account.
    • Note! If electronic registration service is not provided on train, selected by you, you need to receive travel document (ticket) in booking office, equipped with special terminal or self-service terminal only in the Republic of Kazakhstan.
    • 5.7.6. Print your electronic ticket for presentation to conductor during boarding!
    • 5.7.7. If there are no sufficient funds on the account of the Client, it will receive a message on refusal to buy electronic tickets.
  • 5.8. Receipt of railway tickets
    • 5.8.1. Note! Railway tickets, paid by means of the site, can be received on the territory of the Republic of Kazakhstan in booking offices of JSC “Passenger transportation” or in private agencies on rail sales.
    • 5.8.2. Note! Booking office of railway station in Petropavlovsk city is owned by PJSC “Russian Railways” and printing of electronic ticket, purchased on the site, on accountable form is not possible. To get railway ticket on accountable form in Petropavlovsk you need to contact booking office of joint-stock company “Passenger Transportation” or private agencies.
    • 5.8.3. There are two methods to receive travel document, paid via the Internet:
    • 5.8.3.1. The Client appeals to booking office and presents following documents:

      • electronic ticket on А4 with order data

      • identity document

      • passengers’ identity documents for all tickets in accordance with order data

      Cashier verifies data on the train and passengers, indicated in electronic ticket, with information in electronic ticket in ACS “Express-3” and, subject to their identity, it prints and issues travel document to the passenger. If information in electronic ticket does not match in database of the System, the cashier refuses to issue ticket to the passenger.

    • The company reserves the right to change the above-mentioned procedure for order receipt. Changes of the procedure will be reflected on the Portal in Rules for use or Information for passengers.

    5.9. If you purchased an electronic travel document (ticket) with electronic registration for business purposes (travel), please read the following information:

    In order for a passenger with an electronic ticket to be able to report on a business trip, he needs to present the purchased electronic ticket, boarding pass and a document confirming the fact of payment to the accounting department.

    Currently, all trains of passenger trains formed by the Company (JSC «Passenger Transportation») and carriers of the Republic of Kazakhstan are equipped with mobile conductor terminals (MCT), with the help of which the conductors check the legitimacy of electronic tickets and issue a boarding pass to the passenger.

    If the boarding pass is lost, after the trip is completed, the passenger can receive a duplicate boarding pass on the website www.bilet.railways.kz. 

    Attention! If the electronic check-in service is not provided for the train you have chosen or if the ticket is purchased for other transit trains, including those in international traffic, the Company does not issue a boarding pass.

    You need to exchange an electronic ticket for a travel document (ticket) at the Company's ticket office on a strict reporting form of the ACS Express or on a universal standard form.  

• 6. Waiting list
  • 6.1. Waiting list is service of the portal, which provides the Client opportunity to join electronic queue for purchase of electronic ticket, if it is not available on selected route and train..
  • 6.2. If the Client indicates route and date on which all seats are sold out, the Portal offers to fill personal data form and to buy electronic ticket for selected train by turn. The Client shall press the button “Join the queue in the Waiting list” in order to go to the next page – execute application for opportunity to purchase Electronic ticket.
  • 6.3. In order to execute an application, the Client shall fill obligatory fields of passenger details:

    • Departure station

    • Arrival station

    • Train (optional)

    • Period time of departure (optional)

    • Car type (optional)

    • Maximum cost (optional)

    • Tariff type

    • Document type

    • Document number

    • Full name;

    • Telephone

    • Citizenship

    • Sex

    • Birth date.

    The Client can create application for several passengers, it is necessary to press the button “Add passenger”

    Upon completion of application execution, the Client shall send completed form in order to get answer from the system. The Client will receive answer to the request with queue number, security code and application status.

  • 6.4. The Client can see the notice of queue number in the Waiting list tab in the user account. If electronic ticket for the train or route necessary for the client is displayed for sale, the notice of purchase opportunity will appear in the user account. After the user has agreed to pay for the seats found, the system will place the order on waiting list to confirm the payment possibility. Confirmation of payment possibility will be displayed on the page or will be sent to user email. After confirmation of payment possibility, the system gives 2 hours to pay for the order.
  • 6.5. If the Client agrees with rules to use the Waiting list, it is necessary to press the button “Pay” by means of JSC “Khalyk Bank of Kazakhstan” – www.halykpay.kz. In this section the Client shall enter data of payment card, by which electronic tickets will be paid:

    • card number (16 symbols);

    • CVV2 or CVC2 (3 symbols on the back of the card). If CVV2/CVC2 code is not indicated, you can know it in issuing bank of the card;

    • card expiration date (in form YYYYMM).

  • 6.6. Payment cards of any second-tier banks, supporting standard of international payment systems Visa and MasterCard are suitable for payment. To perform this operation payment via the Internet shall be opened on your card. Contact with your bank on this issue.
  • 6.7. Having filled all fields, press the button “Pay”. As the result, the System will verify order data for compliance with the rules, established in the System. If verification is unsuccessful, the site will display the relevant message on error and interrupt payment operation. These rules are criteria for limits on payments in accordance with the level of confidence to the Client.
    Note! Please, verify data on your order before payment confirmation.
  • 6.8. In case of successful verification, electronic tickets are paid from the Client’s payment card. Total cost of the order is calculated as product of cost of purchased electronic tickets and shall be automatically debited from the client’s account and credited to the carrier’s account.
  • 6.9. Then the Portal forms electronic tickets and send them to the user’s e-mail, specified during registration. The Client can also view electronic tickets in the Personal account.

    Note! If electronic registration service is not provided on train, selected by you, you need to receive travel document (ticket) in booking office, equipped with terminal Express or self-service terminal only in the Republic of Kazakhstan.

  • 6.10. Print your electronic ticket for presentation to conductor during boarding!
  • 6.11. If there are no sufficient funds on the account of the Client, it will receive a message on refusal to buy electronic tickets.
  • 6.12. «No return of previously issued tickets on the Waiting List, the return of the order is possible at the railway ticket offices of the Company».
• 7. Personal account
  • 7.1. Personal Account is intended for view of order history of the Client. The Client is provided with table of order history, where each order corresponds to each line. Electronic tickets can be downloaded and returned by means of personal account.
  • 7.2. Also the Client can change information of its profile in the personal account and view information on its applications in the waiting list and its position in the queue.
  • 7.3. The Client can view history of its financial operations.
  • 7.4. The Client can create up to 10 passengers in section “Passengers” that the System fills fields automatically during next purchases of electronic tickets.
  • 7.5. If there are no free seats for the required route and date, the Portal offers the Client to register in the list of Waiting list. Registering, the passenger indicates train number, departure date, departure station, destination station, car category, and surname and passport data. When available seats appear in queue of Waiting list, details of the trip are analyzed and, in case of their coincidence, the passenger, who is the first in the queue, will receive the message about possibility to acquire a ticket, and is offered to pay within the specified period of time, or refuse of purchase. Also the user can see its position in waiting list in the personal account. If the Client agrees to make a purchase, travel document is executed only for surname and passport data, specified during registration, another Client is not registered. If the Client refuses to buy a ticket, or if there is no payment within the time limit, a seat is offered to the next Client with the matching details of the trip. If there are no such Clients in the list, a seat is transferred on open market, taking into account algorithm for delay of places in case of return.
  • 7.6. Note! Waiting list is not guarantee that the Client will be offered to buy seat on a compulsory basis..
• 8. Refusal of purchased tickets
  • 8.1. Unused electronic travel document (ticket) and due monetary funds shall be returned on the Portal by means of Personal account.
  • 8.2. Order is returned by all electronic travel documents (tickets), except for electronic travel document (ticket), by which travel document was issued on universal letterhead in booking office or self-service terminal. If the passenger received travel document in booking office, return is performed upon presentation of limited-issue form by the passenger to the booking office and identity document.
  • 8.3. Note! Return of electronic travel document (ticket) on the site with electronic registration for trains of intrarepublican traffic is possible no later than 1 hour before train departure from initial departure station in accordance with the train schedule. This rule does not apply to suburban trains (commuter rails). Return is possible for the whole order and electronic tickets in the order.
  • 8.4. Please note that the returning of the electronic ticket for adult passenger is not possible if the electronic ticket of child passenger does not return. The user must follow the sequence at first return the child’s electronic ticket, then return the electronic ticket of accompanying person.Note! Buying electronic ticket by passengers with children under the age of 7 years with execution without seat, children are boarded on seats of their accompanying persons, and in case of return of electronic tickets for accompanying persons; children are not allowed to boarding without execution of additional order.
  • 8.5. Pressing the button “Return”, a system message on the amount of return will be provided, and request to confirm the consent to return of monetary funds. The amount of return depends on tariff policy of JSC “Passenger Transportation” and JSC “Suburban Service”.
  • 8.6. Note! If return amount is “zero” KZT, payment status will change the status to “unsuccessfully returned to Halyk Bank of Kazakhstan JSC” as there is no amount required to return and the ticket will be successfully returned on the open market;
  • 8.7. Notification on status of electronic ticket will be provided upon completion of return procedure to the Client;
  • 8.8. Note! Monetary funds are returned to payment card from which electronic ticket was executed. Period for return is regulated by the bank, which card holder you are, and does not depend on the site on sale of electronic tickets.
  • 8.9. Unused electronic ticket is returned in booking office in the Republic of Kazakhstan, in accordance with the established terms of return, upon presentation of electronic travel document (ticket) or electronic ticket/order number and identity document. It is possible to return the whole order and certain electronic ticket from the order. The whole order is returned by all electronic travel documents (tickets) of the order, exception for electronic travel document (ticket), by which travel document was issued in booking office or self-service terminal. If the passenger received travel document in booking office, return is performed upon presentation of this form to the booking office and identity document by the passenger.
    Note! In case of return of unused electronic travel document (ticket) with electronic registration on trains of intrarepublican traffic less than 1 hour before train departure from the initial departure station of the train in the booking office, monetary funds are returned in the course of pre-court dispute settlement procedure.
    In case of return of unused electronic travel documents (tickets) within a period of 1 hour after train departure from the station, indicated in travel document (ticket), subject to personal appearance of the passenger to booking office and presentation of identity document, indicated in electronic ticket, monetary funds are returned in the course of pre-court dispute settlement procedure. In case of return of unused electronic travel documents (tickets), following shall be deposited to the bank card:
    • 8.9.1. not later than 24 hours before train departure – the whole cost of travel document;
    • 8.9.2. less than 24 hours, but not later than 6 hours before train departure – cost of the ticket and 50% of cost of economy class;
    • 8.9.3. less than 6 hours before train departure, but not later 1 hour after train departure from the passenger’s boarding station – cost of ticket, and cost of economy class is deducted, but no more than 30% of the travel cost;
    • 8.9.4. upon the expiration of 1 hour after train departure travel documents (tickets) are not returned, monetary funds are not returned.
    • In case of return of unused travel documents (tickets), executed for suburban trains, in booking office:
    • 8.9.5. not later than 24 hours before train departure to get overall cost of the travel;
    • 8.9.6. 70% of the travel cost shall be returned not less than 24 hours, but not later than 1 hour after train departure, 70% of the travel cost shall be returned;
    • 8.9.7. upon the expiration of 1 hour after train departure travel documents (tickets) are not returned, monetary funds are not returned.
  • 8.10. Return of payments in the course of pre-court dispute settlement procedure.

    Applications for return of payments in the course of pre-court dispute settlement procedure from users are accepted upon application subject to return of seats on the site or in booking office. Download link of users’ application
    Filled application form can be sent to following addresses:

    1) Astana, Gete Street 11/1 – regional branch on passenger services “Severniy” (tel. 8-(7172) -93-23-89, 93-27-06);

    2) Almaty, Tobayakov Street 2/1 - regional branch on passenger services “Yuzhniy” (tel. 8-(727) -296-16-68, 296-12-98);

    3) Aktobe, Stantsionnaya Street 11 В, regional branch on passenger services “Zapadniy” (tel. 8-(7132) -97-64-24, 97-60-22);

    4) to email:kensepp@railways.kz. Issue on receipt of your application on email can be specified by phone number: 8-7172-600-118 (Administrative office)

    5) concerning consultation on return of tickets apply by phone 8-(7172)-600-244, (Service on organization of travel documents sale), 8-(7172)-600-238 (Accounting office).

    Note! Application is not subject to registration in following cases:

    - absence of annexes, specified in application form;

    - absence of contact information (mobile phone number, second phone number, living address (return address of the applicant).

  • 8.11. 9. Applications for return in the course of pre-court dispute settlement procedure are also accepted in booking offices of the Company.
• 9. Obligations of the Company and the Client

  Note! Following which is not performed on the Portal:

  • 9.1. Obligations of the Company:
    • 9.1.1. Provide access to service to clients, who registered successfully. Login and password are used for access as identifiers of the Client.
    • 9.1.2. To inform the Client on changes in content of the Service, order of the Service use and methods of the Service payment by means of posting of the relevant messages on the Portal in the Rules for use and Information for passengers.
    • 9.1.3. Technical support is available twenty-four-hours. Clients can be supported by phones: 1433 and 105.
  • 9.2. Obligations of the Client:
    • 9.2.1. Independently adjust hardware and software used for access to the Service.
    • 9.2.2. Register independently or by means of consultations of Operators of the Company.
    • 9.2.3. Indicate reliable data in case of order and purchase of tickets, and also not to disclose login to the third parties.
    • 9.2.4. Use services of the Company in accordance with these Rules and appropriate legal norms of the legislation of the Republic of Kazakhstan.
  • 9.3. Responsibility of the Parties:
    • 9.3.1. The Company in no way is responsible and does not repair losses due to data misinterpretation.
    • 9.3.2. The Company in no way is responsible in case of change of circumstances of the Client travel. The Client can independently return unused tickets to return box offices in accordance with the Rules for return of travel documents.
    • 9.3.3. The Client assumes full responsibility and risks related to use of services of the Company.
    • 9.3.4. The Company shall have no warranty obligation, related to provision of this Service.
    • 9.3.5. The Parties not are held liable for partial or complete nonfulfillment of obligations, if it arises from force majeure circumstances: fire, flood, earthquake, electrical supply failure, failure in operation of data communication system (communication failures) and other circumstances, which are beyond the control of the Parties.
    • return of electronic travel document (ticket) less than 1 hour before train departure from initial station of travel route;
    • seats reservation without payment of travel cost;
    • execution of electronic tickets for benefit-entitled citizens;
    • execution of moneyless electronic tickets for children under the age of 7 years without separate seat accompanied by adults (except for tickets issued in interstate traffic under the age of 5 years)
    • re-execution of electronic tickets;
    • execution of luggage and pets transportation.