Train tickets

Details are available on the Ukrzaliznytsia website: https://uz.gov.ua/passengers/reservation_purchase_travel_documents.

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1. Official ticket form. A train ticket printed on an Ukrzaliznytsia form that gives the right to board. Sold only at ticket offices.

2. Online reservation form. A document with trip details, a unique number and the deadline for buying the ticket at an office. It must be presented at an official Ukrzaliznytsia ticket office before the deadline.

3. Online order form. A document you receive after paying online, with trip details and a unique number. It does not give the right to board; it must be exchanged free of charge for an official ticket at an Ukrzaliznytsia ticket office.

4. E-ticket. A full ticket that gives the right to board without visiting a ticket office. It contains a QR code that the conductor scans at boarding.

5. Luggage order form. A document you receive after paying for extra luggage, with trip details and a unique number. It is exchanged free of charge for an official luggage document at an Ukrzaliznytsia ticket office.

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Carriage of animals and birds on domestic routes (within Ukraine on Ukrzaliznytsia trains).

Under the Rules for the Carriage of Passengers, Luggage, Parcels and Mail by Rail Transport of Ukraine, approved by Order of the Ministry of Transport and Communications No. 1196 of 27.12.2006 (as amended):

A passenger may carry small pets that pose no threat to others (small dogs, cats, birds, etc.) in trains and cars of all categories (except “SV” and “M” type cars) in a rigid carrier (cage, container, box) that prevents damage to or soiling of the car. Pets travel in the places intended for hand luggage (in night trains — under the berth or on the berth next to the passenger; in seated cars — on the passenger’s lap or under the seat).

Small pets may not travel without a carrier.

Large dogs (over 45 cm at the withers), muzzled and on a leash, travel in a separate compartment of a coupe car, no more than two dogs. The passenger must pay full fare for all unoccupied seats in the compartment, unless entitled to statutory benefits.

Small pets may travel in higher-class “SV” and “M” cars only if all unoccupied seats are purchased and the animal is in a carrier.

If the carrier cannot provide a separate compartment, such carriage is not allowed.

On regional trains, large dogs travel in the end vestibules of the first and last cars under supervision; small pets (no more than two) travel in carriers in the hand-luggage area, on the passenger’s lap or under the seat.

Small pets and decorative birds (no more than two) travel in boxes, baskets, cages or containers with a waterproof absorbent bottom (no more than one piece of hand luggage).

Poultry is allowed only in general cars of local trains and on regional trains, in carriers not exceeding hand-luggage dimensions.

A properly issued veterinary document is required for dogs, small pets and decorative birds.

Carriage of animals (dogs, cats, birds) with a passenger is charged per animal or place at the luggage rate for 20 kg and is issued with a luggage receipt.

Visually impaired passengers presenting a document confirming entitlement may travel with a guide dog in cars of all categories free of charge; the guide dog must wear a muzzle and stay next to the passenger on a short leash.

In all cases the passenger ensures compliance with sanitary requirements.

Carriage of animals on trains of other railway administrations within Ukraine. Passengers may carry pets (dogs, cats, birds) with veterinary documents in a carrier within the hand-luggage allowance. Dogs not in a carrier, muzzled and on a leash, travel in a separate compartment (no more than two), with full fare paid for unoccupied seats. No additional fee is charged for pets. Visually impaired passengers may travel with guide dogs in any car without paying for extra seats.

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If a passenger misses the train for personal reasons, they can refund the unused ticket no later than one hour after departure and receive 10% of the fare and seat reservation charge. A service (commission) fee applies; fees for seat reservation and ticket sale are not refunded unless the carrier is at fault.

If the train is cancelled, departs more than one hour late, the seats on the ticket are not provided, or the passenger misses a connection due to the carrier’s fault and declines other seats or trains, the passenger must present the ticket to the carrier’s representative for the mark “Travel document not used in full due to the carrier’s fault”.

With this mark, the passenger receives the full ticket price, including sale and reservation fees; no refund fee is charged.

Refunds for unused tickets are not considered without presenting the original documents at the ticket office.

If a passenger misses a connection due to the carrier’s fault and wishes to continue the trip, the carrier must send them on the next train free of charge so that they arrive with the least delay. If passengers see that their train is late for a connection, they should tell the attendant or driver so that the connecting station can hold the train or arrange another one.

Ukrainian law currently does not provide compensation for train delays other than in the cases above.

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Payments for unused travel documents issued online are refunded:

• by the passenger online before the departure of the train shown on the ticket;
• after the train has departed, but no later than one hour after departure, at the ticket offices of the departure station.

In other cases, a refund for unused travel documents issued online is considered by the carrier through a formal claim.

Money for unused travel documents is returned to the account of the card holder.

Refunds at ticket offices for e-tickets stored on electronic devices are made after the passenger prints them on paper.

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Ukrzaliznytsia runs car-carrier wagons on several routes, including Kyiv – Dnipro, Dnipro – Lviv, Dnipro – Odesa, Kharkiv – Lviv, Kyiv – Uzhhorod, Kyiv – Lviv, Kharkiv – Odesa and Lviv – Odesa. The schedule of car-carrier wagons changes; check the current days of operation with Ukrzaliznytsia before travelling.

A passenger travelling on these routes can transport their car in a specially equipped wagon. One wagon carries 6 to 8 passenger cars depending on their size.

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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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