Getting Train Tickets through Way to Russia - Powered By Kayako eSupport

21 Nov 2009

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	Getting Train Tickets through Way to Russia

Solution This is a FAQ on how getting your tickets through Way to Russia. If we don't answer any of the questions you have, just post it as a comment here and we'll post an answer;

Question 1: Does Way to Russia Sell Train Tickets?
Answer: No, we don't. Way to Russia is an online travel guide, not a travel agency. What we do is providing an up-to-date schedule and prices and then listing the vendors, which can sell you the tickets. All requests go DIRECTLY to the vendors and they reply directly to you. The correspondence goes through our support system, that's why you receive the messages from Way to Russia. But these messages are submitted by the agencies directly.

Question 2: Why Does the Correspondence Go Through Way to Russia?
Answer: Because we want to make sure you get the replies on time, that the tickets you are offered are not overpriced, and that you basically get quality support from the vendors. Our quality manager monitors the reply time of the providers, the prices they offer, the quality of their response and then recommends them what could be improved. This way we go one step further than a standard travel guide: instead of simply recommending some company and then leaving you on your own, we make sure that you get quality support throughout the whole process of buying the train ticket.

Question 3: Why is It Better to Order Tickets through Way to Russia?
Answer: For the reason above (see Question 2) and also because we list and rate all the quality vendors, so you don't have to shop around and be afraid that you'll pay your money and the company will disappear with your credit card details and your tickets. When you order through way to russia you can easily compare all the vendors, see what mark-up they have, and who is better, say, in providing stopovers.

Question 4: Do You Have the Same Prices as the Vendors?
Answer: Yes, sometimes they are even lower! That's because the vendors pay us commissions for all the orders and we simply pass on the savings to you. Of course, we also get a share from the orders, which helps us support and develop Way to Russia -- the most comprehensive guide to Russia, which is completely FREE to use.

Question 5: I Haven't Heard Back from the Vendor within 24 Hours. What do I do?
Answer: This is not Way to Russia fault. As your order goes to the vendor, they should reply to it within 24 hours. Our quality manager closely monitors the situation and makes sure all the orders are replied on time, and if there's a delay, he contacts the vendor and asks them to urgently process the order. Obviously, ultimately it's up to them to reply. So our suggestion is to wait another 24 hours and if there's no reply, write to our Quality Manager at helpme AT waytorussia POINT net sending him the number of your request, and he'll deal with it on your behalf. If the vendor is still slow, he'll assign the order to another vendor, who will reply to you fast.

Question 6: The Vendor Wrote Back, and the Price is Much Higher than on Way to Russia. Why?!
Answer: The train tickets prices we have on the website are valid if you buy your tickets directly at a train station in Russia.If you go through an agency they have to add a margin on top, because the Russian Railways don't offer commission on train tickets. We believe it is fair to list the net prices, so that our readers know exactly how much the tickets cost.

The margin varies from agency to agency and it also depends on how complicated the ticket is. Obviously, tickets with a lot of stopovers, or where the agent has to compile an itinerary for you, are more expensive than a simple Moscow - St. Petersburg train. The advantages you get ordering through the agency is that they can sell you a ticket beforehand (so you won't have problems with availability), they speak English, they will help you choose the train, you can pay online and with a credit card, the ticket can be delivered, etc. For this you pay the margin on top. Besides by ordering through agents you help Way to Russia support and develop the guide, as we get a small commission on each successful order.
If you get your ticket directly at a train station in Russia, the advantage is that they'll cost less. The disadvantages are that you'll have to go yourself to the station, queue, and already know which ticket you need (nobody will take the time to help you choose the right train and nobody will speak English.

Question 7: I just got an email saying that my order will be cancelled if I don't pay but I've already paid! What do I do?
Answer: Don't worry, if you've already paid then your order won't be cancelled. It just means that the service provider hasn't updated the status of yor order. Just reply to the email (making sure the code in the subject of your e-mail stays the same) and tell the provider to do so.

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23 May 2006 02:14 PM