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What Ukrzaliznytsia passengers should do with their tickets after a cyberattack: detailed instructions

A recent cyberattack on Ukrzaliznytsia’s systems on March 22, 2025, wreaked havoc on passengers: online tickets disappeared and refunds became difficult. The official Facebook page of Ukrzaliznytsia has posted explanations on how to act in such situations, Komersant ukrainskyi reports

How do I find a ticket purchased before March 22?

Check your email – if you specified it during the purchase, you should receive an email with a PDF ticket in your inbox.

Check your spam folder – sometimes emails can end up there.

If you do not have a ticket, come to the train at least 20 minutes before the departure. The conductor will be able to check the reason for traveling by:

• a payment record in the banking application,
• a payment receipt.

How can I get a refund for a ticket?

If you were unable to use the ticket, you can issue a refund.

If the ticket was purchased online, fill out the application:
Ticket refund form

You can return the ticket no later than 1 hour before the train departure.

If you have reserved funds for automatic purchase, but the ticket has not been received, submit an application:
Refund form

The refund time depends on the bank and may take up to 30 banking days.

What should I do if I bought a ticket after March 27 and did not receive it?

Wait 5-10 minutes and check your email.

If you still don’t have the ticket, write in the UZ app in the “Feedback” section.

You will either be re-sent the ticket or get a refund.

Where to contact in case of other questions?

Backup email for communication: [email protected]

Ukrzaliznytsia assures that it is doing everything possible to eliminate the consequences of the cyberattack as soon as possible and restore the normal operation of the system.

Why were there problems with tickets?

The cyberattack on March 22 seriously disrupted the operation of Ukrzaliznytsia’s online systems, resulting in the loss of access to tickets and delays in refunds. Even after sales resumed on March 27, the disruptions in ticket payment and delivery did not disappear completely. The company is actively working to minimize the consequences, but passengers should be prepared to take additional steps to resolve their issues.

Advice to Ukrzaliznytsia passengers

Keep your payment confirmation: it is your key to traveling or getting a refund.
Check your email: tickets can get “lost” in spam.

Act in advance: apply for a refund as early as possible.

Contact support: the app and backup mail are your assistants.