If you’re in need of assistance whilst travelling we offer a dedicated 24 hour telephone support service.
For all emergencies you can call us on +44 (0) 207 100 7370 where our operators are available to provide help 7 days a week, 365 days a year.
If you are a Real Russia TravelSim user then calls to our helpline are free for the first three minutes. Click here for more information on the Real Russia TravelSim.
If you experience problems whilst away, our team can offer guidance and support. If for example you have mislaid your passport, you are experiencing difficulty boarding a train or any number of other travel issues, call our emergency helpline for immediate assistance.
In the unfortunate event, that you lose your Russian visa or this is stolen, you need a replacement exit visa.
First of all, you must contact a local police precinct and make a request for an official document confirming that your visa was lost. To make the processing easier we recommend you to state that your documents were lost, not stolen.
Then, you need to get a new passport from the British Embassy in Moscow.
With the documents mentioned above, you need to have one matt-finished photo and your return ticket (with the fixed returned date) then you should go to our Moscow office. We will process a new exit visa for you.
Please note: The processing takes no less than 5 business days.
If you lose your passport or your believe this has been stolen, you will need to obtain an emergency travel document from the British embassy.
First of all, you must contact a local police precinct and make a request for an official document confirming that your visa was lost. If you are not sure whether your passport was lost or whether it was stolen, we recommend stating that your documents were lost, as this tends to simplify the process.
Once reported, you need to get a new emergency travel document from the British Embassy in Moscow.
Please note: you will need to have some form of identification with you or evidence of your travel plans such as booking confirmations and tickets.
To learn more about the emergency travel document please visit: https://www.gov.uk/emergency-travel-document
On short distance trains, we recommend contacting the train provider and the station in which the luggage was lost as soon as possible – it may be that this has been handed in. For long distance trains, it is possible to obtain an online search enquiry form from RZD that ensures a search period of 30 days from the moment of your trip. The enquiry form includes your full name, ticket number, contact phone number, email and the last 4 digits of the ID document the rail ticket was issued for.
In addition to your personal details, there are fields where you can detail the lost items and the approximate (or exact) place where you left your luggage. If any things matching your description are found, you will be given the chance to identify your belongings by photos, and if agreed, you can then arrange delivery including any postage fees.
If you have left something behind in a taxi we have booked for you please try and contact our 24/7 hotline as soon as you possibly can. We have contact details of the drivers used for transfers and may be able to locate any luggage left behind, however, this cannot be guaranteed. The sooner you report any missing items to us, the more likely we will be able to locate and get this back to you.
When travelling around Russia, there is a slim chance you may be stopped by police on the street (or while driving a car or a taxi) for a routine document check.
Document checks are fairly common in Russia and are not something to be afraid of. The check follows a relatively simple process, simply introduce yourself politely and avoid escalation even if you are being provoked. Like anywhere, if you physically resist a police man or offend them this can be considered as a real criminal offence, so caution should be taken.
Here is the process you can expect as part of a police document check:
If you booked a transfer with us, please use our 24/7 hotline +44 (0) 207 100 7370.
If something has gone wrong and you could not get through and the driver is still not there, then we recommend the following alternatives:
In any case, please try and report a missed transfer to us as soon as you possibly can so we could investigate each case individually. You can either use the emergency contact number or, if you are not in a hurry, email us at firstname.lastname@example.org.
In the case of a medical emergency, call 112 and request an ambulance. You can also use 103 which will reach an ambulance directly from your mobile phone.
If you believe any of your belongings have been stolen rather than lost, we recommend contacting the police and filing a report.
If you are in a hotel or any other public place where it might happen then the first step should be to contact the administration or reception of this building, or a local policeman who will then be able to assist and take any further actions if required.
We realise there might be a language barrier, therefore, a translation app or Google translate could be of some help. Alternatively, please feel free to contact our hotline and we will try and help with either translating over the phone, or, if the case is more complicated, assist with finding a translator to accompany you (please be aware that this may incur an extra fee).
If you miss your train connection, then there are a few things you can do. In remote locations, we always recommend to stay on the platform during train stops to make sure you are on time and have the train in view.
Please be aware that carriage attendant does not check the passengers that have re-boarded after the stop and the train does not wait. It is important you make sure you check the stop time against the timetable found on the wall of each carriage, or with the carriage attendant each time as they can vary the stop duration to avoid any general delays of the train.
Based on first-hand experience, we have found the following tips useful when travelling in Russia:
Although we do not recommend this, it may be possible for us to find a taxi at the station to take you to the next station to catch the original train. Trains are normally slower than cars, however please be aware that this can be quite expensive.