Passenger information

 

FAQ

About the working hours of the Metro

1. On which days does the St. Petersburg Metro operate around the clock?

In light of the issuance of Order No. 156-r dated 07.10.2020by the Transport Committee, the train traffic in the Metro in the night mode (from 01:00 to 05:00) on holidays in St. Petersburg, as well as the operation of the night shuttle train (from 01:00 to 03:00) between the Admiralteyskaya and Sportivnaya stations have been cancelled as of 07.13.2020.

2. What time and on which days can one take the night shuttle train?

In light of the issuance of Order No. 156-r dated 07.10.2020by the Transport Committee, the train traffic in the Metro in the night mode (from 1:00 to 5:00 a.m.) on holidays in St. Petersburg, as well as the operation of the night shuttle train (from 1:00 to 3:00 a.m.) between the Admiralteyskaya and Sportivnaya stations have been cancelled as of 07.13.2020.

3. What time and on which days can one use the night buses?

In light of the issuance of Order No. 156-r dated 07.10.2020by the Transport Committee, the operation of night bus routes has been terminated as of 07.13.2020.

4. What mode do the Metro stations work in?

The opening and closing times of the station, as well as the time the first and last trains pass through the station, are specified on information plates located at the entrance to the station lobbies.

Information on the operation of stations, as well as the running time of the first and last trains, can also be found on the Metro website (http://www.metro.spb.ru/rejimrabotystancii.html) and in the Metro Information Center by using interactive stands at the stations or by calling 8-800-350-11-55 (the call is free).

5. When does the transition from one line to another end?

The transition from one line to another (from one station of the transfer hub to another) ends at 00:15.

 

About the fare payment

1. On establishing the cost of tokens and travel tickets

The state regulation of tariffs for services for the transportation of passengers and the carriage of hand luggage in excess of the established norms is carried out by the highest executive bodies of state power of the constituent entities of the Russian Federation (in accordance with Article 13 of Federal Law No. 442-FZ dated 12.29.2017 “On Off-street Transportation and on the Amendments to Certain Legislative Acts of the Russian Federation,” which came into force on 01.01.2019).

The Metro fare for 2021 is set by Decree No. 1203 of the Government of St. Petersburg dated 12.25.2020 “On Establishing Tariffs for the Transportation of Passengers and the Carriage of Hand Luggage in Excess of the Established Norms by the Metro for 2021” and by order No. 285-r of the Tariff Committee dated 12.25.2020 “On Establishing the Cost of Reusable Travel Documents and the Cost of Traveling by the Unified Electronic Ticket, Which Entitles Travel within the Fixed Amount in the Above-ground Public Passenger Transport in St. Petersburg and in the Metro, of Tariffs for the Transportation of Passengers when Paying for Traveling at a Turnstile with a Bank Card of the Mir Payment System and a Bank Application of the Electronic Card ‘Unified Card of a St. Petersburg Citizen for 2021’.”

2. Does the fare need to be paid again if the passenger has passed their station and got off at the terminal station adjacent to the railway platform?

At surface terminal stations of the coastal type (Devyatkino, Kupchino, Rybatskoye, Parnas, Shushary), trains of different routes arrive and depart from different platforms, and the railway tracks are located between the platforms.

In light of these features of the planning decisions of the lobbies, the passage of passengers to the departing Metro trains is not provided for without paying a fare.

A paid Metro ride provides a passenger's travel from the boarding station to the destination station in one direction.

In accordance with clause 4.1.1 of the Rules for the Use of the St. Petersburg Metro, a passenger is obliged to pay for each pass inside the checkpoints.

3. Why do I have to show my documents (for example, during a manual inspection)?

You must submit the documents for the right to use a preferential contactless smart card (CSC) in accordance with Order 31-r of the Transport Committee of the Government of St. Petersburg.

4. Why is there a 10-minute limit for re-passage under the CSC?

The limit is set to exclude the use of preferential personalized CSCs by other persons.

5. Where can I find out about the types and costs of tickets, as well as other Metro goods?

A passenger can get information about this from the announcements at the ticket windows at each station, posters, in the Metro Information Center by calling 8-800-350-11-55 (the call is free), by using interactive information stands at stations and on the official website of the Metro (www.metro.spb.ru).

6. The turnstile at a station does not let me pass after the ticket is applied. What could be the reason?

In this case, the reasons may be as follows: the ticket has expired, there are not enough funds in the account, or the time-out for re-passing through the turnstile has not run out yet.

7. Where can I check the amount of funds in my account?

The terminals for checking the amount of funds in the account are located near the ticket windows at each Metro station.

 

My bank card is not accepted at the turnstile to pay for the ride

1. The bank card does not have a contactless interface (there is no contactless payment symbol)

You need to:

• order a bank card with a contactless interface at a bank;
• until the bank card is issued, pay for traveling with tickets purchased at ticket offices or Metro machines.

2. The turnstile displays the message “The bank card is applied again.”

Less than 1 minute has passed since the first ride was paid. The reuse of a bank card to pay for a trip is possible within 1 minute.

3. The turnstile displays the message “The card is on the stop list.” The card has been included in the “stop list” by the bank.

This means that the bank card was used to take a ride, for which the funds were not debited. The ride remained unpaid, which lead to a debt on the card. This may happen due to insufficient funds on the card at the time of payment, due to the card being blocked by the bank, or due to technical problems when executing a withdrawal request. The card is automatically removed from the stop list within 10 minutes after the debt is repaid. You can pay off the debt and get information about unpaid trips in the passenger's personal account on the website of the St. Petersburg Metro: http://metro.spb.ru/paypass.html. If you cannot pay off the debt in your personal account, you must contact the hotline: 8-800-707-67-19 (the call is free within Russia).

4. The bank card emulated (tied) to a device equipped with contactless payment technology (an NFC-smartphone, a watch, etc.) is included in the “stop list” by the bank.

This means that there is a debt on the virtual bank card number (token). This may happen due to a lack of funds on the cardat the time of fare payment. The trip remained unpaid, which led a debt on the token number. To pay off the debt by a virtual bank card number (token), you must contact the hotline: 8-800-707-67-19 (the call is free within Russia).

5. How to pay for travel using the Unified Card of a St. Petersburg Citizen bank app?

For detailed information on the offer of the MIR National Payment Card System (NPCS) and answers to frequently asked questions, see the official website of NPCS MIR: https://privetmir.ru/promo/transport/proezd-v-Subway-sankt-peterburga-deshevle-1/

6. How to activate a paid travel ticket resource remotely (via Internet services)?

After paying for the travel ticket resource via various Internet services, it must be activated (by recording the ticket resource on an electronic card) in the devices:

• of the Metro (in vending machines for the sale and replenishment of tickets, in devices for checking and replenishment (activation) of travel tickets, at the station ticket office;
• of Sberbank offices, see the list of addresses (http://www.Subway.spb.ru/uploads/document/sberbank_upp_adres2020.pdf);
• of Old Peterhof and New Peterhof railway stations (when heading to St. Petersburg);
• of the St. Petersburg State Institution “Organizer of Transportation” (only the activation of a unified electronic ticket providing the right to travel within a fixed amount. The list of devices is specified in the Activation section on the website http://orgp.spb.ru.)

Transportation of children in the Metro

1. About the transportation of children under 7 years of age

In accordance with sub-clause 5 of clause 27 of the Rules of Use, passengers have the right to take children under the age of seven free of charge with them without being charged an additional fee. In accordance with sub-clause 6 of clause 26 of the Rules of Use, passengers are obliged to submit a document confirming the age of the child when passing through a station checkpoint at the request of a fare inspector.

 

2. About the transportation of children in strollers

In accordance with sub-clause 6 of clause 28 of the Rules of Use, when on an escalator or a moving walkway, a passenger transporting a child in a stroller must seek help from the carrier's employees in moving the stroller; a baby stroller can be moved only with the help of a carrier's employee.

 

About the transportation of animals

1. How to transport animals on the Metro?

In accordance with sub-clause 10 of clause 26 of the Rules of Use, a passenger is obliged to use cages, baskets, boxes, containers, or other devices with a closed bottom (with the exception of guide dogs on a leash accompanying the visually impaired, if there are documents confirming their special training) the total sum of dimensions of which in length, width, and height do not exceed 150 cm and which exclude spontaneous escape of animals into the territory of the Metro.

 

About the transportation of luggage

1. About the transportation of non-standard luggage

In order to implement Federal Law No. 442-FZ dated 12.29.2017 “On Off-street Transportation and on the Amendments to Certain Legislative Acts of the Russian Federation”, Resolution No. 776 dated 09.29.2020 “On Establishing the Rules of Use of the St. Petersburg Metro” (hereinafter the “Rules of Use”) of the Government of St. Petersburg established the Rules of Use of the St. Petersburg Metro developed in accordance with the Standard Rules of Use of Metro, approved by Order No. 386 of the Ministry of Transport of Russia dated 10.26.2018. In accordance with sub-clause 8 of clause 26 of the Rules of Use, passengers are obliged to transport easily breakable, piercing and cutting objects, skis, mono-skis, sleds and skates, garden tools with exposed sharp parts, as well as a snowboard, folding bicycles, scooters, other means of transportation and sports equipment by using covers (packaging).

In accordance with sub-clause 9 of clause 26 of the Rules of Use, a passenger is obliged to exclude the possibility of injury and contamination of passengers when transporting hand luggage.

2. About the free transportation of hand luggage and long objects

In accordance with sub-clause 2 of clause 27 of the Rules of Use, a passenger has the right to carry without additional charge:

• hand luggage, the total sum of dimensions of which in length, width, and height does not exceed 120 cm (a);
• long objects (the length of one of the sides of which does not exceed 200 cm, and the sum of the other two sides does not exceed 30 cm) (b).

In accordance with sub-clause 5 of clause 26 of the Rules of Use, a passenger is obliged to pay for the carriage of hand luggage, the size of which (the sum of dimensions in length, width, and height) is in the range from 121 cm to 150 cm, separately for each seat used. At the same time, the number of seats used for hand luggage allowed for transportation must not exceed two passenger seats.

3. About the transportation of non-standard hand baggage and long objects

In accordance with sub-clause 12 of clause 32 of the Rules of Use, passengers are prohibited from carrying hand luggage, the sum of dimensions of which in length, width, and height exceeds 150 cm, and rolls that exceed 200 cm in height and two diameters of their base; long objects, the length of one of the sides of which exceeds 200 cm and the sum of the other two sides exceeds 30 cm; skis, mono-skis, a snowboard, the length of which exceeds 220 cm; things that can lead to injury to passengers, including linoleum, roofing felt, metal mesh in rolls, heavy metal sections (except for baby strollers and wheelchairs).

 

About transportation security

1. On what basis are passengers screened?

An inspection with the help of technical devices is made in accordance with Federal Law No. 16 “On Transportation Security.”

2. Why is screening done by the Metro employees and do they have the right to do so?

In accordance with Federal Law No. 16 “On Transportation Security”, employees of the Transportation Security Service carry out measures for screening passengers using technical devices. The inspection is made selectively.

3. Is the screening equipment certified?

There is a license at the checkpoints issued on the basis of safety certificates for this equipment from the manufacturer.

4. How can a passenger with a pacemaker get to a Metro station safely?

Currently, all Metro stations are equipped with stationary metal detectors to ensure the safety of transportation infrastructure facilities. In station lobbies, there are special passages for passengers with pacemakers – to the left or right of the set of installed stationary metal detectors (Rules for the Passage of Passengers through the Zone of Stationary Metal Detectors).

For safe access to the Metro, passengers with pacemakers must call a Metro employee by pressing the call button on the barrier panel (or next to it) and state that they have an implanted pacemaker. A Metro employee will provide passage through the demarcation barrier.

If the passenger is suspicious, then an employee of the Metro Police Department is invited to inspect the passenger without the use of technical devices (manual inspection).

Persons with implanted devices must have a passport (certificate) of the implanted device, which is issued to the patient when these devices are installed.

5. Why is it forbidden to carry weapons in the Metro?

Resolution No. 776 of the Government of St. Petersburg dated 09.29.2020 “On Establishing the Rules of Use of the St. Petersburg Metro” established the Rules of Use of the St. Petersburg Metro (hereinafter the “Rules of Use”).

Sub-clause 14 of clause 32 of the Rules of Use establishes that passengers are prohibited from carrying weapons, their main parts, ammunition, explosives, or other devices, objects, and substances regarding which the legislation of the Russian Federation establishes a prohibition or restriction on being carried into the transportation security zone, as well as corrosive and other hazardous substances and household gas cylinders.

Order No. 227 of the Ministry of Transport of Russia dated 07.23.2015 establish the Rules for Making Inspections, Additional Inspections, and Re-Inspections in Order to Ensure Transportation Security (hereinafter the “Rules of Inspection”).

Clause 38 of the Rules of Inspection stipulates that carrying items and substances included in the Lists to the transport security zone and to critical elements of the transport infrastructure facility or to vehicles for further transportation is allowed in accordance with the regulatory legal acts of the Russian Federation governing the rules, procedure, and conditions for their carriage by type of transport, as well as with the rules of carriage established by the subjects of transport infrastructure and carriers.

Thus, in accordance with the Rules of Use, as well as the Rules of Inspection, the St. Petersburg Metro has a ban in effect on the carriage of weapons by passengers, which complies with the requirements of the current legislation of the Russian Federation in the field of transportation security.

 

About forgotten items

1. Where can one go in case of loss of documents, money, or material valuables on the territory of the Metro?

- All items, documents, and money found on trains and at Metro stations are passed by Metro employees to the station attendant. Items, documents, and money found on trains and at Metro stations are kept by the station attendant for 10 days, after which they are transferred to the City Lost and Found Office (the Center for Lost Documents and Communication Devices at: office center No. 1, 16 BolshayaMonetnaya Street, St. Petersburg (Gorkovskaya and Petrogradskaya Subway stations); opening hours: from 12:00 to 6:00 p.m. on weekdays, tel. 336-51-09).

Information about items, documents, and money found at stations and on Metro trains is passed by the station attendant to the Metro Information Center. To obtain information about the location of items, documents, money lost in the Metro, a passenger should contact the Metro Information Center using interactive stands at stations or by calling 8-800-350-11-55 (the call is free).

To retrieve the found items, you must have an identity document (passport) with you.

 

Other questions

1. Why are there sometimes crowds of passengers in front of escalators at Metro stations, while at the same time, one of the escalators is inoperative?

The escalators start and stop out in accordance with the Operating Schedule of Escalators, which is drawn up twice a year – for winter and summer periods based on an analysis of passenger traffic.

After the arrival of a train, there crowd of passengers may form near the ascending escalator. If all passengers have enough time to enter the escalator before the next train arrives, the start of the second escalator is economically impractical since both escalators will operate with half the load most of the time.

In the event of a sudden increase in passenger traffic, when one escalator is not enough for the transportation of passengers, backup escalators are started outside the schedule by order of the station attendant.

Station employees constantly monitor the state of passenger traffic at the entrance to the escalators and, if necessary, make a decision to start the backup escalator outside the schedule.

2. Why do some trains not run to the terminal stations?

Due to the insignificant passenger traffic between the Lomonosovskaya and Rybatskoye stations (ProspektProsveshcheniya and Parnas, Akademicheskaya and Devyatkino stations) and the low filling of train cars, the train schedule on the Line is drawn up so that two trains from the Lomonosovskaya station (Prospekt Prosveshcheniya, Akademicheskaya) follow to the terminal station of the Line with passengers while one train makes a turn-around, which means that a “zonal turn-around” is organized.

This train schedule is used in the Metro during periods of low passenger traffic to avoid unwarranted operating costs.

The Passenger Transportation Logistics Department of the Directorate analyzes passenger traffic. In the event of an increase in passenger traffic and the filling of train cars, the zonal turn-around will be canceled.

3. Why are there no trash bins at the stations?

In the 90s, due to the growing threat of terrorist acts, including at transportation facilities, trash bins, which could be used for the secret planting of explosive devices, were removed from the territory of the stations as part of the measures for ensuring anti-terrorism security of Metro facilities. At the same time, in accordance with the Rules of Improvement of the Territory of St. Petersburg, trash bins are placed at the entrances to the lobbies of all stations.

4. When will passenger restrooms appear at Metro stations?

The current regulatory documents do not provide for the placement of public restrooms at Metro stations. Citizens can use the modular and stationary restrooms of the State Unitary Enterprise Vodokanal located at all Metro stations. In order to ensure transportation safety, the admission of passengers to the station service area (to use the staff restrooms) is prohibited.

5. Is it possible to get a confirmation note for a violation of the train schedule (for example, in case of being late for work)?

Passengers can receive a confirmation note for a violation of the transportation service schedule (train schedule, the operating schedule of stations, escalators, or moving walkways).

The confirmation note is provided to passengers free of charge on the basis of the passenger's request received by the State Unitary Enterprise St. Petersburg Metro:

• via the “Book of Complaints and Suggestions” at a Metro station;
• via the call center (24/7);
• from the Metro website;
• by fax (812) 606-10-88 (24/7);
• by mail: 28 Moskovsky Prospekt, St. Petersburg, 190013.

The request must include the last name, name, and patronymic of the applicant and the address for sending a response (postal or e-mail address).

The information about violations of the transportation service schedule is provided to passengers (applicants) in the form of a written response to the appeal, which confirms or refutes the fact of violation of the transportation service schedule in the requested time period.

6. Is it possible to get medical assistance in the Metro if necessary?

There are no medical posts at Metro stations designed to provide medical services to passengers. If necessary, first aid is provided to passengers by the attendants on duty for the arrival and departure of trains, who additionally undergo special training in providing first aid to passengers in case of a deterioration in their health or injury.

All Metro employees are trained in providing first aid to workers injured at work as part of mandatory training in accordance with Article 212 of the Labor Code of the Russian Federation.

7. Can a passenger get medicine at a station if necessary?

In subdivisions of the Metro, there are first-aid kits of work sites located at workplaces.

For the possibility of providing first aid to passengers, there are additional first-aid kits with sets of dressing materials at all stations in the rooms of station attendants and in ticket offices.

In accordance with the Order No. 169n of the Ministry of Health and Social Development of the Russian Federation dated March 5, 2011 “On Establishing the Requirements for the Packaging of Medical Products for First-aid kits for Providing First Aid to Workers”, no drugs are provided in the first-aid kits.

8. What measures are being taken to prevent “professional beggars” from walking around the stations and train cars?

Metro employees take measures to identify and suppress the activities of persons engaged in begging on the territory of the Metro. All identified violators are removed from the Metro territory. Despite the measures taken, some citizens do not react to the demands of Metro employees to stop begging and refuse to leave the Metro territory. In such cases, police officers are called in, who take measures to suppress this type of activity in accordance with their existing authority.

At the same time, the legislation of the Russian Federation does not provide for liability for begging. Persons engaged in begging cannot be held liable but can only be removed from the Metro territory.

9. Why are there no wheelchair ramps or lifts on some stairs in the Metro?

Most of the stations in the St. Petersburg Metro were built in accordance with designs developed before 2004, which did not provide for the construction of ramps or other devices for handicapped groups of passengers. The design projects for the construction of stations after 2004 provide for the construction of ramps for the movement of passengers from among the handicapped groups of the population.

In addition, work has been done to install ramps for transporting wheelchairs and carts on stairs at many stations of the St. Petersburg Metro (where there was such a possibility).

Installation of a wheelchair ramp or lift on some stairs of busy stations is impossible, as this will lead to a decrease in the throughput of the stairs below the permissible level and, in addition, due to high passenger traffic, can contribute to passengers falling or being injured during rush hours when moving on the stairs in heavy passenger flow.