Aeroexpress e-Ticketing Terms and Conditions
1. GENERAL PROVISIONS
1.1 Scope of the Rules
These “Rules for purchasing E-tickets” (hereinafter referred to as “the Rules”) establish the procedure for the purchase of e-tickets (electronic travel documents) which give passengers the right to travel by electric trains and Aeroexpress buses. These Rules describe the process of buying electronic tickets on the website (hereinafter referred to as the “Website”) of Aeroexpress LLC (i.e. at https://aeroexpress.ru) and via the Aeroexpress mobile application.
These Rules were developed in accordance with Articles 435 and 437 of the Civil Code of the Russian Federation, are an official public offer from Aeroexpress Limited Liability Company, and define the procedure and all material conditions for ordering, registering, receiving, exchanging and refunding Tickets.
In accordance with Article 435, and clause 2 of Article 437 of the Civil Code of the Russian Federation, accepting of this offer means the complete and unconditional acceptance of all terms and conditions by the buyer of the Ticket without any exceptions and/or limitations, and is equivalent to the parties entering into a bilateral written agreement for the provision of services (hereinafter the Agreement) under the conditions set out below this offer, in accordance with the Civil Code.
By agreeing to these Rules, the passenger also agrees to the “Rules of Passage”.
These Rules are published in the public domain. Adapting the published texts of these Rules or parts thereof is permitted, including by publishing them on the Website and using hypertext links to other documents, in order to facilitate understanding by customers and passengers.
1.2 Terms and Abbreviations
Aeroexpress – Aeroexpress Limited Liability Company.
Ticket – an electronic document in an established form, certifying the making of an agreement of passage between Aeroexpress and the passenger at one of the fares available for the Passenger to choose in their Personal Account.
Website/Site – the website of Aeroexpress Limited Liability Company at https://aeroexpress.ru.
Order – a Ticket or a set of Tickets issued and paid for by the Buyer at one time. In one Order, it is possible to choose several Tickets of the same fare (“Standard”, “Round trip”, “Business”, etc.). The maximum number of Tickets in one order can be up to ten, depending on the selected fare.
Personal Account – a single personalized dashboard for the client in the Mobile application and on the Website, where the client can order/pay for services, view their orders history, receive personal information, etc.
Application/mobile app – a specialized Aeroexpress service program for quick purchase of Tickets and receiving information from Aeroexpress, which is installed on portable devices (smartphones, tablets). The application is available for download from the App Store (for iOS) and Google Play (for Android).
Passenger – a person who has a valid Ticket.
Buyer – a person who performs actions to purchase a Ticket.
Turnstile – a device controlling the entry and exit of Passengers at Aeroexpress stations in Moscow airports.
Feedback form – an interactive form on the Website for communication between Aeroexpress and the Passenger, as well as between Aeroexpress and other persons.
Aeroexpress Train – an electric train used by Aeroexpress to carry passengers on existing routes.
Express Bus/Aeroexpress Bus – a bus used by Aeroexpress to transport Passengers on existing routes.
Fare System – an approved regulatory document that contains a list of fares and a description of the conditions for purchasing travel documents for the Aeroexpress Train and Bus.
Driver – an Aeroexpress bus driver.
SMS – a short text message sent by cell phone.
2. PURCHASING A TICKET
2.1 Placing an Order
In order to make a purchase, it is first necessary to select the parameters of the trip, confirm agreement with the Rules, and select the method of payment. Parameters of the Order can include “quick buttons” for purchasing, and choosing the type of transport, date, direction, fare, number of Tickets etc.
Purchasing a Ticket is possible in accordance with the approved Aeroexpress fare system according to the fares intended for sale at the Website and in the Application. The fares, prices, conditions of purchase and use of Tickets available to the Passenger are indicated at the Website and in the Application in the “Fares” section.
2.2 Receiving an order
The Buyer must enter a valid e-mail address and cell phone number in the entry window of the Order electronic form, where the message with a link to the Ticket (itinerary receipt) will appear. Phone number and e-mail address are required. In the case of ordering by an authorized user, the e-mail address and cell phone number are inserted automatically from the Personal Account.
The Buyer is responsible for the correctness of the cell phone number and e-mail address they enter, as well as for the transfer of data on their Tickets to third parties.
2.3 Registering for a Personal Account
For the convenience of Passengers and Buyers, they can register for a Personal Account. To do this, Passengers and Buyers need to fill out the appropriate registration form and confirm their contact information. For all Ticket buyers who have not yet registered for a Personal Account, one will be automatically created when a ticket is first purchased, and access to will be provided via a link automatically sent to the e-mail address given by the Buyer and in accordance with the instructions sent.
2.4 Paying for an Order
The following methods of payment for Tickets are available to passengers:
• bank card;
• SBP (Quick Payment System);
• Beeline telephone number account.
The obligation to pay for the Ticket(s) shall be considered fulfilled by the Passenger from the moment of receipt of a notification from the relevant payment system confirming successful payment.
2.5 Completing a Ticket Order
Purchased Tickets are available in the My Tickets section in the Passenger’s Personal Account on the Website or in the App. The link to the Ticket will be duplicated in an e-mail and SMS-message to the cell phone number given during registration. The ticket received by e-mail has a QR-code (barcode) that must be held in front of the reader when passing through the Turnstile. When printing an e-ticket, it is not recommended to change the default printing settings. The QR code must be well-printed and readable, if there are any defects, the Ticket may not be admissible.
To pass through the Turnstiles with a Ticket received on a cell phone, it is sufficient to place the screen of the cell phone with the QR-code of the Ticket against the reader. To board the Express Bus, the passenger must show a printed or electronic ticket to the driver for it to be validated (QR-code scanning).
The obligation of Aeroexpress LLC to provide the Ticket(s) shall be deemed fulfilled from the moment the link to the itinerary receipt is sent by SMS to the cell phone number given by the Passenger. A copy of the message sent to the Passenger with a link to the itinerary receipt saved by Aeroexpress shall be sufficient proof of it having been sent.
Based on FZ-54 “On the application of cash registers for payments in the Russian Federation”, when purchasing a ticket for Aeroexpress, the passenger will receive a copy of the fiscal receipt which can be presented to their company’s accounting department for reimbursement of travel expenses.
A copy of the fiscal receipt can be obtained in the following ways:
• to the e-mail address indicated when purchasing the Ticket;
• on the website of the operator of fiscal data Taxcom LLC http://receipt.taxcom.ru/. To open a receipt, the Passenger must enter the document’s fiscal mark and the cost of the Order shown on the Ticket form;
• by following the special link to the electronic copy of the fiscal receipt from the email containing the link to the purchased Ticket.
3. FEATURES OF PAYING FOR TICKETS BY BANK CARD
Payment is made through Sberbank and RURU payment services. Buyers can pay for the Ticket by bank card using the following international payment systems: Visa, MasterCard, Maestro, Union Pay, and MIR.
When selecting payment by bank card, the Passenger must fill in the following fields:
• card number;
• card validity period;
• cardholder name;
Possible reasons for the transaction being declined:
• the Buyer’s issuing bank doesn’t support the payment processing technology used;
• not enough funds to pay for the Ticket;
• the Buyer’s issuing bank has imposed a ban on Internet payments.
If the transaction was successful, but the Passenger could not access the page with the Ticket, and no links to the Ticket were delivered to the buyer’s email address or cell phone number, the Passenger can contact the Aeroexpress technical support service for an explanation by calling 8-800-700-33-77 (for calls from Russian regions and cell phones), 8-495-663-84-10 (for calls from Moscow), or through the “E-ticket technical support” feedback form on the Website.
4. TICKET FORMAT
The format of the electronic Ticket that the Passenger receives by email is shown in Figure 1.
When purchasing multiple Tickets, the Ticket form gives the cost of the Ticket according to the selected fare and total amount of the Order.
Figure 1. Electronic ticket format
When selecting a Ticket for mobile devices, the Passenger must make sure that it is correctly reproduced by their phone in advance. For this purpose, they should
• make sure they have a working and stable Internet connection;
• follow the link contained in the SMS message and containing the results of payment.
The open page should display an e-ticket with a barcode image. Tickets for mobile devices do not need to be printed. If the bar code is not displayed, the Passenger may contact Aeroexpress technical support service hotline by 8-800-700-33-77 (for calls from Russian regions and cell phones), 8-495-663-84-10 (for calls from Moscow) or by using the “E-ticket technical support” feedback form.
For Passengers’ convenience, the Ticket can be re-sent to an e-mail address or another cell phone number. Tickets without a barcode image cannot be checked.
A correct Ticket with the image of a valid QR-code (barcode) is marked with a “✔” in Figure 2.
Figure 2. Image of a valid Ticket (“✔” symbol)
In order to pass through the Turnstile, the Passenger must place the Ticket with the QR-code (barcode) against the reader and wait for the doors to open. When the barcode is being read, payment with a contactless virtual card (Mir Pay, Samsung Pay, etc.) cannot go through, as otherwise, funds for passage will be deducted without using the Ticket that has been purchased.
The fiscal receipt is a document of strict accountability, but it is not valid when passing through the Aeroexpress turnstile. The format of an electronic copy of the fiscal receipt is shown in Figure 3.
Figure 3. Fiscal receipt electronic copy
5. PERSONAL ACCOUNT
The passenger can register for a Personal Account on the Website by filling in all the fields of the appropriate registration form. Registering for a Personal Account (creating an account on the Website) allows Passengers to
• view their payment history;
• print out tickets;
• change their registration information;
• activate personalized Aeroexpress fare offers;
• participate in the Aeroexpress Privilege bonus program.
The Rules of the Aeroexpress Privilege program are defined by the regulations of Aeroexpress and available on the Website and in the Application.
Passengers can reset their password using the corresponding form in their Personal Account. If a Passenger needs recover their password in their Personal Account, a message with their new credentials will be sent to a valid email address.
The Personal Account is the same on the Website and in the mobile application, and the access parameters are identical.
For convenience of authorization, the Passenger can link their social media accounts for authorization. This is accessible in the “Authorization” section on the Website and in the Application.
6. RESTORING A TICKET
If data is lost, the Ticket can be restored while it is still valid. This operation can be performed:
• independently by the Passenger in their Personal Account on the Site;
• by calling the hotline at 8-800-700-33-77 (for calls from Russian regions and cell phones), or at 8-495-663-84-10 (for calls from Moscow);
• using the “E-Ticket Technical Support” feedback form.
7. TICKET RETURNS AND EXCHANGES
A purchased Ticket is not subject to return or exchange, except in cases explicitly mentioned in the fare description or given in the active regulations.
On the basis of paragraph 98 of the order of the Ministry of Transport of Russia No. 473 “On approval of the Rules of transportation of passengers, baggage, cargo luggage by rail”, dated 19.12.2013 (Registered with the Ministry of Justice of Russia 24.07.2014 No. 33244) refund of an unused passenger ticket for a single trip on a suburban train without assigned seats is not possible. The exception to this is when there is an unscheduled interruption in the movement of such suburban trains for more than an hour. Refunds for unused tickets for single trips on suburban trains without assigned seats are made only during unplanned interruptions in the movement of such trains at stations where passengers depart.
8. CONSENT TO RECEIVE MESSAGES
By accepting the Aeroexpress e-ticket purchase rules, the Passenger agrees to receive information from Aeroexpress about their purchased Tickets, messages containing information, personal rate offers, as well as other information related to the promotion of Aeroexpress services, using the personal data specified by the Passenger, namely their cell phone number and e-mail address.
Claims to Aeroexpress related to ordering, issuing, receiving, exchanging and refunding Tickets shall be considered in cases stipulated by these Rules and only when the applicant gives the email address that was used when purchasing the Ticket.
Claims are received via the Feedback Forms on the Website. Claims will be considered no more than 30 days from the date of their receipt by Aeroexpress.
Aeroexpress is not a telecommunications operator and does not provide communication services to third parties, and therefore a stable Internet connection and stable high data transfer rate with wireless access to the Internet are not guaranteed in Aeroexpress Trains and Buses along their routes.
10. CONTACT INFORMATION
The Passengers may send questions, remarks, wishes and suggestions regarding the order, execution, receipt, exchange and refund of Tickets:
• via the Feedback Form at the Website, by selecting the categories “E-Tickets on the Website” or “E-Tickets in Mobile App”;
• by calling the Contact Center at 8-800-700-33-77 (for calls from Regions outside of Moscow and from cell phones), or 8-495-663-84-10 (for calls from Moscow) from 09:00 to 21:00 Moscow time. Calling from any region of the Russian Federation is free of charge.