Customer service

Customer service

Russian Railways Unified Information Service Centre provides information on the Company’s passenger services.

In 2018, the Centre handled 62,771 queries (down 8.2% y-o-y).

To receive feedback and suggestions from the customers, and settle claims, the Company has the following communication channels in place: Unified Information Service Centre, Russian Railways’ website and online reception desk. The reporting year saw a total of 99,089 queries (down 2.2% y-o-y).

The quality of passenger services provided by the Russian Railways Group is measured by the passenger satisfaction index, which serves as the target metric of the Passenger Transport Service Improvement Programme for 2017–2019.

RZD Bonus loyalty programme

In 2018, the RZD Bonus loyalty programme saw a record high number of participants reaching 4 million people, with the average annual growth rate before 2018 of 500–600 thousand people and 1 million people joining the programme in 2018.

Since its launch, over 1 million tickets have been sold in exchange for the points earned. Russian Railways also set up a family version of the RZD Bonus programme enabling all family members to pool their bonus points.

Russian Railways’ mobile app for passengers

RZD passengers mobile app is designed to sell e-tickets for long-haul and suburban trains and related services. The following features benefit users of the app:

  • Apple Pay support;
  • filtering by lowest prices and nearest dates;
  • document scanning within the app ensuring quick access to passenger data;
  • navigation inside railway stations.

In 2018, the mobile app was installed by Android and iOS users over 2.6 million and 1.29 million times, respectively, with 8.3 million e-tickets sold through the app.

In 2018, suburban carriersMoscow-Tver SPC, Kaliningrad SPC, North-West SPC, Northern SPC, Chernozemye SPC, Sodruzhestvo, Volga-Vyatka SPC, Sverdlovsk Suburban Company, Baikal SPC, and North Caucasus SPC. started connecting to the mobile app, enabling passengers to buy e-tickets for suburban trains. The connection of suburban carriers will continue well into 2019.

Results of the passenger satisfaction index survey in 2018, points
Russian Railways’ long-haul passenger traffic in 2018 totalled
96.3 bn pkm
+5,7% to 2017