State Unitary Enterprise "Mosgortrans" informs about the launch of a single multi-channel number in the branch "Service for Operation and Development of Bus Stations" 8-800-200-08-41 for passengers of interregional and international flights. Calling the hotline is free for all regions of Russia.

Using the service, citizens can book tickets, as well as obtain information about the operation of the capital's bus stations, intercity and international bus routes, travel costs and baggage rules.

“People from other cities often contact us about the operation of Moscow bus stations. It was important for us to organize a convenient and modern service so that passengers at any moment, anywhere in the country, have the opportunity to receive all the necessary information free of charge and plan their trip in advance. I also note that tickets can be purchased online at the same price as at the bus station ticket office. The service is available on the official website of Mosgortrans,” commented Evgeny Zhigunov, director of the branch “Service for Operation and Development of Bus Stations” of the State Unitary Enterprise “Mosgortrans”.

Let us remind you that previously a 24-hour city number 8-499-940-08-43 was organized for passengers of intercity flights. It will continue its work along with a single all-Russian number.

For information

The service for operation and development of bus stations was created at the State Unitary Enterprise Mosgortrans in the fall of 2013. Since April of this year, the Service has been administering four points of departure and arrival of buses on interregional and international routes (PMAM) in Moscow - these are the Teply Stan, Tushinskaya, Krasnogvardeyskaya and Orekhovo bus stations.

Mosgortrans is the most famous carrier in the capital of our country and the largest operator of ground passenger urban transport in Europe. This state unitary enterprise serves Moscow and parts of the Moscow region. The company provides suburban and city transportation by buses, transportation within the city by trams and trolleybuses, including customized transportation by intercity and city class buses.

State Unitary Enterprise "Mosgortrans" was formed in 1958 thanks to the merger of the Department of Passenger Motor Transport and the Tram and Trolleybus Department. As a result, all three main types of ground mass transport in the capital were combined into one production and technological complex. At the time of its formation, the enterprise included 4 repair plants, a Traction Substations Service, a Traffic Service, a Track Service, 7 bus and 4 trolleybus depots, 8 tram depots, as well as other divisions.

Currently, the State Unitary Enterprise Mosgortrans serves over 740 routes of urban ground passenger transport, including more than 600 bus routes, 50 tram routes, 80 trolleybus routes. Over 5.5 million passengers use Mosgortrans services every day. The organization has about 8.5 thousand units of transport on its balance sheet. At the same time, the enterprise’s fleet is kept in working order and constantly updated.

Reviews and complaints

Galina
18.07.2019 21:42

I would like to know when the chaos will stop. I drive 305 Dzerzhinsky-m. Lyublino. The fare is charged twice, or 53 rubles, this is not enough for the trip....? Please sort it out! In the opposite direction, you almost always miss the rest of the street. Tsimlyanskaya! What kind of ignore...!? Do you work for people, or not?

Luda
02.04.2019 12:30

Today, April 2, 2019, bus 799 with board number 041342 after 11 am stopped far from the stop (from the curb) East Degunino District Administration in the direction of Beskudnikovo station. A girl with a stroller with a one-month-old baby in it was getting off the bus. The wheels did not reach the curb. As a result, the stroller fell onto the asphalt under the bus; the girl, trying to catch the stroller, injured her leg. Bus passengers helped. They lifted the stroller and helped the girl get up and get off the bus. Please, take away the license from this freak of a driver! More details on Otzovik: https://otzovik.com/review_7988407.html

Svetlana
24.11.2018 23:52

Dear Mosgortrans, how I want to look you in the eyes, how you mock people!! Bus 3 arrives at a different time each time, after 23.00. Today, November 24th, while we waited for the bus, it was frozen, it was not summer on the streets!!! So obscenities burn to caress you!!! Bus 3 Kamchatskaya Street to Rokossovsky Boulevard! If you take action, we will write higher!!!

Lily
23.10.2018 16:01

Good evening. I want to swear directly at these assholes from Mosgortrans, they rob people every day, but they themselves do not fulfill their obligations. At the Prospekt Mira stop, the Dokukina terminal has not been working for three days, and the controllers walk like snakes back and forth along the route, they know that the terminal is not working, and they are giving fines to everyone. I gave them a reprimand more than once, they don’t know anything, pay a fine. I told myself that at least once someone will come up with a question about payment and the terminal is not working, we’ll just sort it out in court. Take action instead of wiping your pants in the office for crazy money.

Conflicts in the process of transport activities may arise due to disputes between road users. The reason is the order and quality of service provision. Most carriers are not committed to peaceful resolution of conflicts, forcing passengers to contact regulatory authorities. Complaints about transportation are no exception.

Grounds for complaint

A person who has suffered from poor-quality transport services has the right to file a complaint on the following grounds:

Dear readers! The article talks about typical ways to resolve legal issues, but each case is individual. If you want to know how solve exactly your problem- contact a consultant:

APPLICATIONS AND CALLS ARE ACCEPTED 24/7 and 7 days a week.

It's fast and FOR FREE!

1. The movement of ground transport does not comply with the established schedule.
2. Neglect of traffic rules.
3. Violation of requirements for boarding and disembarking people on public transport.
4. The behavior of the bus (employees of the transport enterprise) is characterized by disdain for the passengers, rude (boorish) attitude, and the use of obscene language when communicating.
5. The driver does not fulfill the obligations stipulated by the job description, the rules of behavior in the car interior do not comply with the norm (smoking while driving, drinking alcohol and drugs, telephone conversations).
6. Failure to comply with sanitation provisions.
7. Violation of the rights of citizens who have benefits (denial of free services established at the legislative level).

Claims that do not have clear arguments risk being left unturned. The accused person has the right to appeal the actions of the applicant and file a complaint.

How to write a complaint against a bus driver

The method of writing the document does not matter; handwritten and printed versions are allowed. The form is not regulated by law, but compliance with some requirements is mandatory:

• use of formal business style;
• compliance with business rules;
• literacy;
• inadmissibility of using phrases with profanity with signs of rudeness, disrespectful attitude;
• brevity;
• objectivity;
• legal framework;
• lack of emotional exaggeration;
• accuracy of presentation, indicating details relevant to the conflict;
• indication of eyewitnesses of the incident;
• chronological sequence.

The above rules also apply when writing a complaint against the conductor.

Procedure

In the event of a dispute in public transport, you must adhere to the following algorithm of actions:

1. Study the information posted in the route vehicle about the service contractor and contact means of communication.
2. Make personal notes, indicating the registration number of the car and information about the best man.
3. Note the time and place of the illegal actions.
4. Enlist the support of other passengers (witnesses), write down contacts. Consider writing.
5. Correctly and competently draw up an application and submit it to the authority authorized to consider this category of cases.

A response to a complaint is provided within a month, despite the method of submission (personal reception, online reception).

Sample 2020

The structure of the document does not imply a clear plan of presentation. The text must contain essential information on the case:

1. Name of the competent authority (full name, position):
   • legal address;
   • means of communication.
2. Personal information about the applicant:
   • place of registration;
   • contact phone number, email.
3. Name: “Complaint” (claim).
4. Information about the violator (route driver).
5. Misconduct, signs and qualifications (normative justification).
6. Circumstances of the commission of the act.
7. Availability of witnesses.
8. Requirement (suggestion).
9. Applications.
10. Date of preparation.
11. Personal signature (with transcript).

3. Personal reception at the Department (Sadovo - Samotechnaya Street, building No. 1, office No. 715. Working hours with the population: two days a month.

3. Application via email [email protected].

4. Give it to the office with your own hand.

To the municipal administration

The victim has the right to file a complaint about the bus with the local authorities. You can do this in several ways:

• use the municipality's email account;
• personal visit to the institution;
• official website of the city (mayor): usually there is a questionnaire form to fill out.

In the structure of the administration there is a department for working with citizens' appeals, where appeals are received. Further issues are resolved in consultation with specialists in the transport sector.
Having studied, an objective “dry” report is drawn up and provided to the applicant after a month in the manner specified in the claim.

On the Dobrodel website

This site is designed for Muscovites. Login to the Internet portal is carried out after authorizing your personal account by entering the following content:

• personal information (full name);
• active email address;
• invention of the password.

• selection of category and topic;
• description of the situation on its merits;
• indication of the exact location of the commission of the unlawful act;
• contact means of communication;
• confirming the transaction and sending a complaint.

Those who do not have a personal car spend a lot of time on buses, minibuses, trolleybuses and trams. Everyone can encounter unprofessional work of the driver and rudeness of the conductor.

What should passengers do in such situations? How to write a complaint about a bus? Is it possible to do this? Where to write a complaint about buses? These are the questions asked by most citizens who use public transport. Everyone should familiarize themselves with the information on how and where to contact in such cases. In addition, everyone should know the rules and responsibilities of a passenger, driver and conductor of public transport.

Rules for using ground urban transport

General rules for the use of urban transport were developed in accordance with the law of the Civil Code of Russia. The Law “On the Protection of Consumer Rights” was issued on February 7, 1992. On November 8, 2007, the Law “Charter of Motor Transport and Urban Ground Electric Transport” came into force. On October 23, 1993, the Council of Ministers of the Government adopted the law “On Road Traffic Rules”.

The above laws control the proper use of surface urban transport. In addition, they are necessary to automate fare control and payment systems. These rules must be freely available in every vehicle interior.

What rules must the carrier follow?

When transporting passengers, every driver must know and use generally accepted rules. Carriers are obliged:

1. Transport people of all categories, including disabled people, to their destination along a specific route.
2. There should be tables at the stops with their names. In addition, at each stop there should be a schedule of all passing routes.
3. Carriers are required to adhere to the schedule on the public transport route.
4. The transport company is obliged to provide passengers with up-to-date information in the event of a route change or closure.
5. Before leaving for the route, the driver must check the sanitary and technical condition of the vehicle; the driver himself must under no circumstances be under the influence of alcohol or drugs; he must be in normal health, allowing him to drive the vehicle without the risk of creating emergency situations.
6. Maximize the safety of passengers during transportation.

The carrier bears full responsibility for violations of rules and laws.

Responsibilities of a passenger transport driver

When transporting citizens, each driver must fulfill his duties and not violate them. He is obliged:

1. Follow traffic rules.
2. Ensure safe transportation of citizens.
3. Respond to information from passengers about a problem in the vehicle interior: smoke, fire, burning smell, as well as suspicious objects that may affect the health and life of passengers.
4. Inform citizens about the names of stops.
5. Sell ​​tickets only at stops.
6. Issue tickets after receiving payment.
7. Disembarkation and landing only at stops.
8. Take passengers according to the number of seats on the bus.
9. Follow the schedule and do not break the route.
10. Indicate on the transport the route number and the name of the final stop.
11. Ensure safe disembarkation, including for people with disabilities.
12. Follow your job description.

Procedure for traveling in a city vehicle

When traveling in public transport, there are procedures that the driver and passengers must follow. Passengers are obliged to:

1. Buy a ticket and validate it.
2. Keep your ticket until the end of your trip.
3. Have documents that allow free travel (if any in principle).
4. Present your ticket or your documents to the conductor or controller.
5. Pay a fine if unpaid travel is discovered during the inspection.
6. During the trip, hold on to the handrails.
7. Do not occupy seats reserved for disabled people.
8. Maintain order in transport.
9. Release the vehicle upon arrival at the final stop.
10. If a passenger buys a ticket from the driver, then you should prepare the money in advance and not delay the vehicle.

Every passenger must know not only the responsibilities, but also the rights while traveling in transport. He can:

1. Do not pay for travel for children under 7 years old.
2. Carrying strollers and children's sleds free of charge.
3. Transport birds and animals in a cage (the cage should not exceed the size of hand luggage).
4. Ride in public transport for free if the previous one breaks down before reaching the desired stop.
5. Disabled people have the right to travel with benefits.

What are the violations?

There are special rules for the use of land vehicles that drivers must follow when transporting passengers. Not everyone follows these rules, although they know them.

Every day, passengers may encounter rudeness and tactlessness from transport workers. List of daily violations:

• gross violation of the route schedule;
• rudeness;
• the driver can smoke while driving;
• dirt in the cabin;
• refusal to carry privileged passengers.

Such behavior is unacceptable in a democratic and rule-of-law country. For such offenses, the driver must lose bonuses, receive a fine, or he may be fired under the article. Such dismissal can significantly affect the driver's future employment. If such an unpleasant incident occurs, the victim should not remain silent and think that his complaint about the bus will not be considered and taken into account.

Consistent algorithm of actions of a victim in a conflict with a bus driver

During a conflict with the driver, the passenger must call the hotline or write a registered letter to the transport company. A sample complaint about buses can be obtained from the appeal authority. When writing a letter or talking on the phone, the victim must control his emotions and not use profanity or profanity. To obtain a fair outcome, the passenger must do the following:

• find out the driver's name;
• write down license plates;
• take contact details of witnesses;
• choose the authority to file a claim and apply in writing or orally.

You must understand that anonymous complaints will not be taken into account. The letter should ask about the deadline for resolving the issue and notification of the decision. Only conscientious passengers, through active actions, can monitor the conscientious and professional performance of work by city transport employees.

Where can you complain about a passenger transport driver?

What to do and where to complain about unacceptable driver behavior? You can file a complaint about the bus with the city government. The contact telephone number and address of such management must be posted in the vehicle interior. As soon as a passenger has become a witness or participant in a conflict, it is necessary to urgently call the specified phone number and present your claims.

In addition to calling, you can write an official letter to the passenger transport control organization. The letter must be sent by mail. It must be accompanied by notification of receipt. A complaint against a bus driver must contain the victim's claim. To receive a response, you must provide your passport details, place of residence and postal code. A complaint about a bus is reviewed within one month.

Portal "Dobrodel"

The Dobrodel portal is an electronic book that is designed for suggestions and complaints in the Moscow region. It was created in 2015 to regulate the work of the authorities with city residents.

To leave a complaint about a bus or a specific route driver, the victim must register on the website. During registration, the program will ask for your first name, last name, email address and password. To confirm your registration, you will receive an authorization link to the specified email.

A complaint about a bus or carrier should be left in the “Report a problem” section. When filing a complaint, you must provide the exact address. Within eight working days, the appeal will be reviewed and the applicant will receive a response.

Call the Mosgortrans transport department

A complaint about a bus route or a transport driver can be accepted orally. Where can I make a claim for service, report a violation of the schedule, a critical condition of transport or violation of rules on the road? To do this, you need to call Mosgortrans.

This hotline was created by the carrier in February 2016. The hotline number should be on the stand in the vehicle interior. A call can be made to a passenger without leaving the bus or other vehicle. All incoming calls are free.

Written notification to Mosgortrans about the violation

Since 2015, stickers have appeared on public transport that indicate the email address of the “Public Control” project. The purpose of such a project is to receive video recordings from victims from the scene of the violation. In such a video message, it is necessary to indicate the license plates of the vehicle, the time and place of the incident, and also describe the details of the incident.

Every complaint against a bus driver is checked and processed. If the information is reliable, the driver will be fined for the violation or fired according to the law.

Written notice from the Ministry of Transport of the Moscow Region

Where can I write a complaint about a bus or the driver of a given bus if an unpleasant incident occurs? The victim should write an email to the address of the main transport department of the region.

The letter must describe in free form the conflict or incident that occurred on the route. In addition, the letter must indicate vehicle license plates and route number. To consider a complaint, you must write the full name of the person applying. The applicant’s address and contact telephone number do not need to be indicated, as the response will be sent by email.

Complaint against a bus conductor

If the conductor is rude or insults a passenger, then it is imperative to complain about him. This incident should not be ignored or not responded to. Unrestrained transport company employees should not work with people.

To file a complaint against the work of a conductor, you should find out his last name and the number of the city transport on which he works. After finding out the data, you need to call the depot or fleet, telling about the situation that happened.

The fleet management reviews each claim independently and decides whether the transport worker is at fault or not. It is possible that the initiators of the conflict are the townspeople themselves. To avoid problems with citizens, conductors are given lectures “on preventing conflict situations.”

A conductor who constantly receives complaints from passengers will be dismissed from this position under the article.

Responsibilities and prohibitions of a conductor

The conductor has his own duties that he must perform while working. He must:

• treat passengers politely, do not engage in conflicting conversations, be calm;
• answer questions asked about fares and bus routes;
• give an answer if the passenger asks for the conductor’s name and service number;
• first receive money for the trip (be sure to state the amount given by the passenger), and then issue a ticket.

While working on the route, the conductor has prohibitions that he must not violate. The employee is prohibited from:

• conduct non-work related conversations with the driver or other persons;
• eating, smoking or being distracted from work in any way;
• You cannot get off the vehicle before arriving at the final stop;
• be rude and speak incorrectly with passengers.

Consequences for a transport company employee

The driver will be held accountable for his actions if he creates problematic, conflict situations with citizens or does not comply with legal regulations. A complaint about a bus or driver is considered individually. Based on the results of consideration of the complaint, the following consequences may occur:

• bringing the violator to administrative responsibility: paying fines, withholding bonuses or part of the salary, etc.;
• disciplinary action followed by dismissal.

Only the concern of citizens will help maintain the entire public transport system in order.