Questions and answers
Answers to the questions asked most often at the information desk and in letters to the railway. Fares and times are given on the tickets and timetable pages.
Tickets and travel
Can I buy a ticket on the internet or by card?
No. Tickets are sold for cash at the station windows, up to ten days before the journey. On suburban trains the conductor sells tickets at stations that have no window.
Is there a train to Almaty, Tashkent or Bishkek?
No international passenger trains have run since 2007. Travellers cross into Kazakhstan by road at Chu Gate or the Talas North Terminal.
Why does the journey from Talas to Nurzhan take seven hours?
The line goes round the west end of the Kyrgyz Range by the lowland route, it is single track, the two trains cross at passing loop No. 17, and at Aulie-Ata Junction the locomotive runs round the train, which takes about twenty minutes.
Is the line electrified?
No. The railway is not electrified; all trains, passenger and freight, are hauled by diesel locomotives.
How do I know if my train is late?
The expected running of today's trains is shown on the home page, and the information desk answers at any hour on +996-39-3-21-05-05. In fog, ice and heavy snow trains can run late.
Can I take a dog or a cat on the train?
Small animals and birds may travel in a closed cage or basket in your own place. Livestock may not be carried on passenger trains.
I left something on the train. What should I do?
Things left on trains are kept for a month at the station where the train ends. Look at the list of things found and ask at the duty officer's room with your identity document.
Freight
How do I send freight by rail?
Order wagons from the commercial office of the Nurzhan Rail Freight Depot by the 20th of the month before (freight@railways.iradgov.org, +996-39-3-24-40-10). Most international consignments travel in Kazakh or private wagons booked by forwarders.
Where is my consignment?
Enter the number of the consignment note (for example TJ 26-004417) in the consignment check. Consignments handed over to Kazakhstan Temir Zholy are shown up to the border.
General
May I photograph trains and stations?
Yes, from the platforms and public places. Photography at the two border stations and inside the depot needs the permission of the press service; never go onto the track to take a picture.
How can I get a job on the railway?
Open posts are listed on the vacancies page. The personnel department also keeps a list of applicants for trades not advertised at the moment.
Where can I complain about service?
Ask for the book of complaints and suggestions at the station or from the conductor, or write to the Director-General (see contacts). A complaint is answered within 15 days.