Glitches in the "Ukrzaliznytsia" application: how to solve the most common problems
Kyiv • UNN
Ukrzaliznytsia resumes online ticket sales after the failure, but passengers complain about problems. Instructions for purchasing, returning, and actions in case of ticket loss.
Ukrzaliznytsia announced the resumption of online ticket sales, but Ukrainians complain about problems when buying online tickets, returning purchased train tickets and violations of other functions of the application, UNN writes.
Key questions
I managed to buy a ticket, the funds were paid, but I did not receive the ticket. It is not in the application. There is also nothing in the mail
In Ukrzaliznytsia, to solve the problems, they advise filling out a feedback form in the application of the national carrier, but emphasize that the answer may take some time.
Please write about this problem in the feedback form in the Ukrzaliznytsia application. Our colleagues will check the information and provide feedback. The answer may not come as quickly as we would like, but it will definitely come. Thank you for your understanding
"After the update in the system, I have 0 hugs, and there were about 10,500, which could be exchanged for something more or less valuable. Where did they go?" - another client of the carrier reported on the network.
"The Ukrzaliznytsia application is gradually returning to work after a cyberattack and complete stabilization after the restoration of work. Now the system is working with increased load, as thousands of users are making requests at the same time. We are carefully monitoring this and responding promptly to ensure the stability of the service," Ukrzaliznytsia responded.
Employees of the national carrier also noted:
- the application currently has the functions of purchasing and returning tickets;
- preferential tickets can only be issued at ticket offices operating in reinforced mode;
- ticket sales at ticket offices have been extended according to the "two days" rule - that is, only for the current and next day, in order to avoid crowding at railway stations.
Be sure to pay attention to this information if you are going to the train station!
Ticket sales for more distant dates are currently unavailable at ticket offices (this rule does not apply to military personnel and low-mobility passengers) other functions of the application are still being restored - this takes some time.
If a ticket purchased on the eve of the failure disappeared
Good afternoon! The ticket purchased on the eve of the failure on March 22, 2024 for the train on April 10, 2025 disappeared from the office. Is there a chance that the archive will be restored by the date of the trip? Are they working on this?
Ukrzaliznytsia gave the following instructions for solving this problem: If you did not find the ticket in your account in the Ukrzaliznytsia application, look for a letter with a PDF ticket in the mail.
If you suddenly fail to find it, go to the train 20 minutes before departure. The conductor will check the confirmation of payment for tickets - a record in the bank application or a receipt.
Services that are available to passengers who are abroad
Representatives of Ukrzaliznytsia also announced that for passengers who are abroad, during the period of full stabilization of the application, it is possible to purchase tickets to/from Ukraine ("there", "back", "there and back") at international railway ticket offices in the following countries: Poland: PKP Intercity Hungary: MÁV Start Austria: ÖBB Slovakia: ZSSK Moldova: CFM Czech Republic: RegioJet.
Some of these railway operators also provide the possibility of online ticket purchase:
If tickets are not available online, we recommend contacting the international ticket offices of these railway operators directly. The addresses of these ticket offices can be found on the official websites of the respective railways or by contacting their information services.
Ticket sales by foreign railways are carried out to the full depth of sales, depending on the availability of seats.
We are doing everything possible to restore all services as soon as possible. We ask you to be understanding if something does not work instantly.
Let us remind
Earlier, UNN wrote that the Ukrzaliznytsia (UZ) online sales system has been restored in reserve format for purchasing new train tickets and returning them. This was reported by the carrier's Telegram channel. Ukrzaliznytsia clarified that since the system is currently experiencing peak loads, temporary technical disruptions in operation are possible.
