Train tickets

If you missed your train for personal reasons, you must contact the railway station ticket office within 1 hour after the train's departure to receive a partial refund.

If your trip did not take place due to the railway's fault, all financial matters regarding a possible refund are handled through the claims procedure.

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1. Official Train Ticket

An official train ticket printed on a Ukrainian Railways (Ukrzaliznytsia) secure ticket form. This ticket allows you to board the train.

This type of ticket is available only at railway ticket offices.

2. Online Reservation Form

A document you receive when reserving a train ticket for up to two days.

It contains your journey details, including the train number, departure date and time, carriage type, seat number, ticket price, a unique booking number, and the deadline for purchasing the ticket at a railway ticket office.

You should save or print the reservation form, or at least write down the unique booking code.

To purchase your ticket, present the printed reservation form or its unique booking code at an official Ukrainian Railways (Ukrzaliznytsia) ticket office in mainland Ukraine before the reservation expires.

3. Online Booking Confirmation

A document you receive after paying for a train ticket online.

It contains your journey details, including the train number, departure date and time, carriage type, seat number, ticket price, and a unique booking number.

This document is not a valid boarding pass. You must save or print it, or at least write down the unique booking code.

Present the printed booking confirmation or the unique booking code at an official Ukrainian Railways (Ukrzaliznytsia) ticket office in mainland Ukraine to receive your official train ticket free of charge.

4. Electronic Train Ticket

A document you receive after purchasing a train ticket online.

Unlike the online booking confirmation, an electronic train ticket is a valid travel document and allows you to board the train directly. There is no need to visit a railway ticket office.

The electronic ticket contains a QR code, which is scanned by the train conductor during boarding.

5. Online Booking Confirmation for a Transportation Document

A document you receive after paying online for the transportation of additional baggage.

It contains your journey details, information about the additional baggage, and a unique booking number.

You should save or print this document, or at least write down the unique booking code.

Present the printed transportation booking confirmation or the unique booking code at an official Ukrainian Railways (Ukrzaliznytsia) ticket office in mainland Ukraine to receive the official transportation document free of charge.

 

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Refunds for train tickets are processed in accordance with the Rules for the Carriage of Passengers, Baggage, Cargo Baggage, and Mail by Rail in Ukraine (as amended).

Refunds for unused tickets may be obtained at any railway ticket office operated by the carrier by presenting the ticket and a valid identity document specified in Section 7.2 of these Rules.

Before the train departs, a ticket may be refunded either by the passenger or by another person on the passenger's behalf.

After the train has departed, a ticket may only be refunded upon presentation of the identity document of the person whose name appears on the ticket.

The surname, first name, patronymic (if applicable), and place of residence of the person returning the ticket are recorded during manual processing or entered on the reverse side of the Express auxiliary form when using automated systems.

For both manual and electronic refunds, the staff member processing the refund records the type, series, and number of the identity document, the issuing authority, the date of issue, and the holder's place of residence. If a document other than a passport is presented, the place of residence is recorded based on the information provided by the presenter.

A ticket office clerk may process refunds for up to nine unused tickets for a single passenger in one transaction, regardless of destination, including return tickets or tickets for the connecting leg of a journey.

If a passenger cancels a trip for personal reasons, the refund is as follows:

• 15–20 days before departure — 100% of the fare;
• 10–14 days before departure — 90–95% of the fare;
• 5–9 days before departure — 75% of the fare;
• 1–4 days before departure — 50% of the fare;
• Less than 24 hours before departure, but no later than 1 hour after departure, only the ticket fare is refunded; the seat reservation fee is non-refundable.

For trains with a 10-day advance booking period:

• 10 days before departure — 95% refund;
• 5–9 days before departure — 75% refund;
• 1–4 days before departure — 50% refund;
• Less than 24 hours before departure, but no later than 1 hour after departure, only the ticket fare is refunded; the seat reservation fee is not refunded.

In all refund cases, except those caused by the carrier, the passenger must pay the applicable service (processing) fee. Charges paid for seat reservation and ticket issuance are non-refundable unless the refund is due to the carrier's fault.

If the refund is made due to the carrier's fault, the passenger receives a full refund of all amounts paid for the ticket, including seat reservation service fees.

If the amount remaining after deductions is equal to or less than the refund processing fee, no refund processing fee will be charged.

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Refunds for unused travel or transportation documents purchased through electronic channels are processed as follows:

• Before the train's departure, the passenger may request a refund independently through the electronic service used to purchase the ticket.
• After the train has departed, but no later than one hour after its departure, refunds may be processed at the ticket office of the departure station.

In all other cases, requests for refunds of unused travel or transportation documents purchased through electronic channels are considered by the carrier through the claims procedure.

Refunds are issued to the account of the payment card used to purchase the ticket.

Refunds for electronic travel or transportation documents stored on electronic devices can only be processed at ticket offices after the passenger has printed the electronic document on paper.

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If, during an onboard inspection, a passenger is found without a travel ticket, an identity document, or documents confirming eligibility for discounted travel, or is found to have an invalid travel ticket, or a travel ticket on which the passenger's first and last name (except for typographical errors of up to three characters) does not match the information in the identity document, the passenger shall be considered ticketless and must pay a penalty as well as the fare from the boarding station to the destination station.

If the passenger refuses to pay the penalty and the fare, they must leave the train at the nearest station for further processing of the fare payment and the administrative offence report in accordance with the established procedure, with the involvement of law enforcement authorities if necessary.

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There is no onboard medical professional on Ukrzaliznytsia passenger trains. If a passenger feels unwell, they should immediately notify the train attendant.

The train attendant informs the train manager, who, if necessary, arranges for an emergency medical team to meet the train at the nearest scheduled station.

Until medical professionals arrive, the train crew may provide first aid within the scope of their training and use the train's first aid kit.

If the passenger requires hospitalization, they will be transferred to the emergency medical team at the station for further treatment.

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A ticket bought online can be refunded on booking.uz.gov.ua or at an Ukrzaliznytsia ticket office.

An e-ticket and/or order form bought online and paid with an international card (e.g. Visa, Mastercard) is refunded on booking.uz.gov.ua in the user’s account, provided the document has not been printed at an Ukrzaliznytsia ticket office.

Details: https://booking.uz.gov.ua/cabinet/return_ticket.

To refund an e-ticket, open the “Ticket refund” tab and fill in:

• UID — the unique order identifier (a 20-character code starting with three zeros and the Latin capital letter B);
• the fiscal receipt number (in the upper right corner of the document, next to “ФК”);
• the first and last name of the person the ticket was issued for;
• select “Refund ticket”.

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