Service and queue etiquette

Making sense of the Russian enigma

Word to the wise: Russian service still has a bad reputation which is not entirely undeserved. The problems of Soviet-era standards are dying away, albeit slowly.
Customer service and tipping

Customer service as a concept is still a bit new in a country that suffered more than 70 years of Soviet communism, but changes are being felt – especially in Moscow.
However, don’t be surprised if you sometimes come across surly waiters and moody cashiers. Muscovites do tip, but for good service only and 10% is usually considered normal.

Waiting in line

Russians have quite specific etiquette when it comes to waiting in line, possibly drawn from the days when people had to stand for hours to buy products.

Standing close to the person in front of you is quite normal (except at cash machines of course) as is deciding to leave the line for a while to do something else and then returning back to your place.

It is good to understand who should be directly in front and behind you so that you don’t lose your place. Patience in line is highly respected, nobody will be sympathetic to any pleas of urgency, so keep calm and trust that your turn will eventually come.