Edelaraudtee

Rules for using the online ticket office

Rules for using the online ticket office

Creation of client accounts. Registration form

Selection of trains and tickets

Ticket and invoice

Cancellation, exchange and refunding of tickets

Settlement of complaints

 

Creation of user accounts. Registration form.

To register as a user of the homepage, you are first required to fill in the registration form. Please bear in mind that one e-mail address enables to create only one user account. The activation code of your user account will be sent to the e-mail address indicated by you. Make sure you enter the correct address, otherwise you will not receive the activation link or activation code necessary for the activation of your account and you will not be able to activate your account.

Non-activated user accounts will be deleted after 10 days.

If necessary, you can ask for a password reminder.

Upon creation of a user account, the system will request your telephone number but it is not among requisite information whilst you are required to submit your e-mail address. You can specify whether you would like to receive notices about changes in the train traffic or about the Edelaraudtee services to the address. The data provided or consents given in the user form can be changed later in the menu “My settings“.

 

Selection of trains and tickets

To buy tickets you must first select the station of departure and destination as well as the date in the simple search on the left edge of the page. Once you have pressed Search, the system will display the trains matching the entered data. The search results will include only the trains scheduled for the specified date. The general schedule is available in the field Train schedules in the right upper corner of the page.

If the requested tickets are available via the online ticket office, the ticket price will be displayed as a link (underlined). The tickets with no link are not available via the online ticket office and the tickets to the train can be bought on the train or at the ticket office of the railway station if there is one. The users who have not logged on to the webpage will see all ticket prices without links.

After clicking on the ticket price, the user is directed to the ticket purchase procedures. One must start by selecting the seats. The seats are selected by clicking on the appropriate place. The carriage plan sets forth the layout of the seats, tables between the seats and the direction of the train in relation to the station of departure and destination.

 

Next it is possible to pay for luggage and validate the fare discounts for the selected ticket/tickets if applicable to the train or price class. Upon buying a discount ticket via the Internet, it must be born in mind that the passenger is required to certify the right to the fare discount, and the use of the discount ticket without the respective right is deemed to be equivalent to travelling without a ticket.

Once you have made the necessary comments and pressed “Next“, you will see the selected ticket in your shopping cart. If you have completed your purchase, click "Buy" but instead you can add tickets for another date or train to the shopping cart if your desire. If you choose to unselect some of the tickets you have selected, please click “Remove”. Once you have completed the procedure, press “Buy” and choose the bank link for effecting your payment. After payment, please make sure to press “Back to the merchant!”.

 

Tickets and invoice

The window that opens once you have paid for the contents of your shopping cart shows the tickets that should be printed out and presented on the train. Besides the ticket, the system issues an invoice in the required form. It is not necessary to print out the tickets and/or invoice immediately, this can be done later on when you enter the page as a user and select section "My tickets" in the menu.

You will receive a notice concerning the ticket purchase transaction to your e-mail. The notice includes a copy of the settled invoice. Tickets can be printed out in the web environment. 

  

Cancellation, exchange and refunding of tickets

It is possible to cancel tickets until up to 3 hours before the departure of the train. For this, please open the respective order and press "Cancel" next to the ticket you want to cancel. Upon cancellation of a ticket, the system creates a credit invoice that will be an integral part of the invoice indicating the payment for the tickets. The fee for the return transaction is 10 kroons per return and the amount will be deducted from the amount paid for the tickets (the amount refunded will be reduced by the return transaction fee). It is not possible to return the tickets bought via the online ticket office outside the web environment and later than two hours before the scheduled departure of the train. The amount refunded for the tickets bought via the online ticket office will be transferred to the bank account. It is not possible to return the tickets for cash refund at the ticket offices of the railway stations or to the customer service representatives on the trains. The tickets bought via Internet can not be exchanged for tickets to another train since Edelaraudtee can not ensure a sufficient number of vacant seats on the train requested by the passenger. The unwanted tickets must be returned via the online ticket office and if there are vacant places on the requested train, one can buy tickets to this train. The administrator of the online ticket office can not exchange tickets, hence, it is no use to contact them concerning this matter.

The refundable amount will be transferred to the account from where the tickets were initially paid for. The return transaction will not be executed immediately, but only after checking the transfer. Refund transfers are made once a week, usually on Wednesdays.

For additional information about refunding and filing complaints, please send your e-mail to info[ät]edel.ee. During the working hours, you can call for information also on 38 48 352. We recommend to submit your complaints concerning financial settlements by e-mail describing your problem in detail and adding further information if necessary (e.g. a copy of the payment order) to speed up the identification of the cause of the problem and finding a solution.

Settlement of complaints

We try to answer all your questions about the use of the online ticket office as promptly as possible. The settlement of critical situations and elimination of possible mistakes is facilitated by detailed explanations and correct contact data provided by the client that enables us to request additional information if necessary and ensure an answer. Please take special care if you use the feedback form to forward information - if the entered contact data is inaccurate, we can not respond to you.