FAQ
Find clear answers to the most common questions about booking, payments, refunds, and ticket management.
Booking & Ticket Delivery
Quick guidance on order status, ticket delivery times, how to access your booking, and more
The "Processing" status of your order means that your reservation has been successfully placed and is currently awaiting seat confirmation from the rail carrier. If you made an advance booking, please note that it may take some time to secure your seats. There’s no action needed from you at this moment. Once your tickets are issued, you’ll receive a confirmation email right away.
There are a couple of easy ways to access your tickets. You can check your inbox for the booking confirmation email, which includes a link to download your tickets, please check your junk folder just in case. If you’re using our mobile app, simply log in with your email address and find your tickets in the "My Tickets" section. If you need any further assistance, our support team is available 24/7 and happy to help.
You can easily access your ticket fare by logging into your personal account. Simply open your order or tap "View reservation" in the mobile app, then expand the order details and click the information "i" icon to see the fare rules.
Changes, Modifications & Seat Selection
Instructions on how to update your booking details, adjust travel times or choose seats
You can modify your booking by signing in to your Rail Ninja account:
- Click the "Modify" button and select "Modify" from the dropdown.
- Select ticket modification option:
- a. If you want to change passenger information, click the “Yes, change passengers” button. Then make the necessary changes and save.
- b. If you want to modify the route, date, selected train, travel class, or fare click the “No, change train” button.
- Then you will be asked to choose other tickets.
- If you have changed passenger details and you don’t want to modify the route, date, selected train, travel class and fare - click the "Skip" button.
- Pay for the modification if required.
Our website doesn't give the opportunity to choose specific seats, but while making a reservation on the 3rd step, you can leave notes in a special field “Add special requests”, where you can indicate your seat preference (“window seat”, “aisle seat” and etc.)
Changing your departure time is considered a modification. You can easily submit a modification request through your personal account. For step-by-step guidance, kindly refer to the modification instructions. If you need any further assistance, our support team is available 24/7 and happy to help.
You can easily update passenger details in your personal account, provided your ticket tariff allows modifications. Just click the "Modify" button in your ticket order, whether on your PC or mobile app, and follow step by step after selecting "Change passengers." If you need any further assistance, our support team is available 24/7 and happy to help.
Cancellations & Refunds
How to cancel a booking, request a refund, or resolve duplicate orders
You can cancel your tickets by signing in to your Rail Ninja account, then find your order on the “My orders” tab, or click the link to your order in the confirmation email that we sent you. Click the "Modify" button and select "Cancel" from the dropdown. Choose the tickets you would like to cancel, agree with the Terms and Conditions and click the "Submit Request" button. We will notify you by email when the cancellation is complete.
If you missed your train: go to the ticket booth at the rail station. Some, but not all, carriers allow modification for a few hours after train departure.
If you missed your train: go to the ticket booth at the rail station. Some, but not all, carriers allow modification for a few hours after train departure.
Commonly, it takes 5-7 business days for money to reach the bank account once the order is canceled. If you haven't received a refund after 7 business days, we recommend you check the payment transaction, it may have disappeared from your bank account as if it had never been charged. The bank froze a particular amount in your bank account for the initial payment and later unfroze it to refill your balance.
If you have made multiple reservations with the same details, please feel free to check your personal account to see if you can modify them there. If you need any assistance, our support team is always ready to help, just reach out to us in online chat.
Payments, Accounts & Technical Issues
Get help with payment errors, login problems, and other account-related issues
Payments often involve third parties such as banks and payment systems, so issues can sometimes arise on any side. To help resolve this, please make sure your credit card has sufficient funds and is enabled for international transactions. If you encounter another payment issue, we recommend trying a different payment method.
If you haven't placed a reservation yet, there is no need to log in or create an account. Account will be created automatically under the email address you use during the reservation process. If you have already placed an order, please check the email address you have used, enter it on the log in page and wait for the code to be sent via email.