Passenger transportation

GRI 3-3

• In 2024, 1,285.8 million passengers were transported, a record high since 2008, including 127.4 million long‑haul and 1,158.4 million suburban passengers (up 4.4% and 7.5% y‑o‑y respectively). The Moscow Central Circle carried its one billionth passenger.
• In 2024, the Company celebrated 15 years since the start of ultra high‑speed transportation and five years since the launch of Ruskeala Express, the first modern steam‑powered tourist train.
• We continue to focus on top‑quality service and customer care throughout the entire travel. In 2024, we developed new multimodal and digital services to make door‑to‑door transportation more comfortable and expanded the range of high‑speed routes, while also continuing to promote a barrier‑free environment for passengers with reduced mobility and improving information support.

Children’s care

In 2024 (declared the Year of Family by the Russian President), the Company launched the Travel with Children initiative offering a 15% discount on long‑haul transportation in compartment cars for all passengers travelling with children up to 18 years of age.

With the new Travel with Children rate effective in spring, autumn and winter, families with children could take advantage of the year‑round Big Family (a 15% discount on transportation in compartment cars for families with three and more children), Happy Holidays (a 50% discount on transportation in open sleeping, sitting and double‑deck compartment cars for children aged from 10 to 17) and other rates in summer.

Rolling stock renewal

The reporting year saw the manufacturing of redesigned double‑deck sitting cars completed for Aurora high‑speed trains running between Moscow and St Petersburg from December 2024.

The Company also launched fully localised ES104 Finist EMU trains and started certification tests of a new ES105S dual‑mode EMU fitted with Russian‑made traction equipment.

Progress on multimodal routes and hubs

Multimodal transportation involves several modes of passenger transportation with coordinated arrival and departure times. In 2024, the Company offered 38 multimodal routes using buses. These routes carried over 200,000 passengers in 2024, up 17.7% y‑o‑y.

In summer 2024, passengers were able to buy water transport tickets from railway stations, transport stops, rzd.ru, and the RZD Passengers mobile app. The Company also continued to provide intermodal air and rail transportation in Southern Russia.

Moscow Central Diameters

Moscow Central Diameters (MCDs) is the largest project of the Central Transport Hub seeking to develop high‑capacity commuter rail lines connecting Moscow suburbs with the city centre which combine suburban routes and the Moscow Metro.

In 2024, we completed Moscow urban stations Zelenograd‑Kryukovo (MCD‑3), Lianozovo (MCD‑1), Belorusskaya (MCD‑1 and 4), and Kutuzovskaya (MCD‑4), while also opening the new Mitkovo station (MCD‑3). A new hall was opened at the Moscow‑City station enabling a fast and convenient transfer between the Moscow Central Circle and MCD‑4. We launched flagship Ivolga 4.0 trains at MCD‑3 and 4, and fully upgraded MCD‑3 trains running between Zelenograd‑Kryukovo and the Hippodrome. The Rizhsky railway station welcomed passengers after reconstruction, which included modification of railways based on MCD‑4 development plans, new passenger platforms meeting MCD standards, and digital traffic management for a more reliable operation of automation equipment.

Moscow Central Circle

Moscow Central Circle (MCC) is an urban passenger rail line partially integrated with the Moscow Metro in terms of fares and transfers. Over eight years, the MCC has become vital city infrastructure. We continuously improve its operation by reducing travel intervals, introducing new services, and developing the infrastructure. From its launch, the Moscow Central Circle saw one billion trips, transporting 1,157.6 million passengers in 2016–2024, including 160.0 million in 2024 alone.

Tourist routes

In 2024, the Company offered 91 railway tourist routes running through 46 Russian regions, including 32 suburban ones.

The year saw the launch of nine new routes: Heading to the Arctic on the Ded Moroz Train, Zhigulevsk Weekend, Two Provinces, Zoo Express, Malachite, Ritsa, To Boldino, Journey to Krasnolesye, Tchaikovsky Express. Tour packages for certain tourist trains account for up to 90% of total ticket sales, up almost 10% y-o-y.

The Travellers’ Club incentive programme integrated with the RZD Bonus loyalty programme is gaining traction, with over 50,000 members having joined the programme since its launch in July 2023.

Russia Worth Seeing

In 2024, we ran the second Russia Worth Seeing social contest across our railway network. Every year, the initiative gains traction as we launch new routes and engage more people and sites.

Importantly, Russian Railways involved its cultural facilities in organising social tourism programmes in 2024. Eight such facilities participated in the contest presenting 18 weekend routes in various themes.

The project saw 153 social tourism programmes put into action, including 81 designed for family holidays to mark the Year of the Family in Russia. Over 7,000 people took advantage of the programmes and 65 social infrastructure facilities contributed to the project.

Development of railway station infrastructure

In line with the approved programme to celebrate the 50th anniversary of the start of construction on the Baikal–Amur Mainline, we completed the construction of 20 new passenger platforms, while also repairing the existing passenger platforms and railways stations.

Ahead of the celebrations, we completed the construction of the modern Lena Railway Station in Ust‑Kut, Irkutsk Region, and modular passenger buildings at Chad and Beshentsevo stations (Perm and Altai territories). The buildings are fitted with the Smart Railway Station solution to manage all critical processes remotely.

As part of cooperation with the Kalyazinsky District authorities, the Company set up a small modular railway station at the Kalyazin station, Tver Region, in just seven months. The retro style building is equipped with cutting‑edge technologies.

To contribute to creating a framework for comprehensive tourism development in Pereslavl‑Zalessky and a master plan for the Big Golden Ring of Russia, Russian Railways built a small modular neo‑Russian–style railway station and a passenger platform, while also improving the adjacent area. The project was implemented within the shortest possible time frame of 11 months.

Accessibility for people with reduced mobility

Our Mobility Assistance Centre continues expanding. In 2024, a total of 457,800 passengers used assistance and support services – 17.6% more than in 2023. Services are provided at more than 10,000 passenger infrastructure facilities.

In 2024, the Company took the following steps to develop the Mobility Assistance Centre:

• increased the number of waiting rooms for passengers with reduced mobility to 52 (by 2.5 times or up 31 rooms y-o-y);
• made video consultations in the Russian sign language available to passengers with hearing impairment via video display terminals at 371 railway stations (+17 or 4.8% - y-o-y); worked together with the All Russia Association of the Blind to increase internet accessibility to people with visual impairments.

In 2024, all employees involved in servicing passengers with disabilities (around 53,800 people) were instructed or trained on respective matters.

Customer service

In 2024, the Company continued to develop its RZD Passengers mobile app and introduce new services such as payment via the the Faster Payments System (FPS), NFC validation of suburban train tickets at gates, discounted ticket issuance using virtual transportation requests, Mir Pay payments for suburban train tickets and services. We are launching a GPS-based (smart) contactless fare payment system for suburban transportation.

And made available new options such as Waiting List, En Route Seat Change, and Railway Station Guide. The Company also added the pictures of long-haul car interior to its website to facilitate ticket choice.

And launched a new generation automated Express management system, with the first ticket sold on Sakhalin in late 2024.

Additionally, Russian Railways fine-tuned Express and web portal software to enable the issuance of documents for animal transportation.

RZD Bonus loyalty programme

RZD Bonus is Russian Railways’ loyalty programme that enables long-haul passengers to earn points by making trips and exchange them for tickets.

In 2018–2024, the number of RZD Bonus participants grew

from 3.2 to 10.4 million

Russian Railways’ mobile app for passengers

The RZD Passengers mobile app, available from RuStore, a Russian app store, has all a traveller would need and more:

• long‑haul and suburban train schedules and real time travel monitoring;
• tickets sold for long‑haul and suburban trains, including season tickets, single ride tickets, and tickets for holders of travel benefits that meet eligibility requirements;
• refunds for tickets purchased via the website or mobile app;
• Russian Railways’ help information and news.

The Company continues to enhance the app’s functionality with regular updates for passengers.

Customer satisfaction index in 2024

The results of passenger satisfaction surveys represent a target indicator for assessing the performance of passenger services. The method assesses satisfaction at each of the five stages of the customer journey.

Throughout the assessment period the Company registered a positive trend in the satisfaction level of suburban passengers and sustainable growth of the index for long‑haul transportation.

The key criteria applied by passengers to assess transportation quality (13 assessment waves) remained fairly stable:

• long‑haul routes – train schedule, travel time, safety, cost of services (travel), comfort during travel;
• suburban routes – train schedule, travel time, cost of travel, and safety.