"Ukrzaliznytsia" app malfunctions: how to solve the most common problems
Kyiv • UNN
"Ukrzaliznytsia" resumes online ticket sales after a malfunction, but passengers complain about problems. Instructions on purchasing, returning, and what to do in case of a lost ticket.
"Ukrzaliznytsia" announced the resumption of online ticket sales, but Ukrainians complain about problems when buying online tickets, returning purchased train tickets, and disruptions in the operation of other application functions, writes UNN.
Key issues
I managed to buy a ticket, the funds were paid, but I didn't receive the ticket. It's not in the application. It's not in the mail either.
Ukrzaliznytsia advises filling out the feedback form in the national carrier's application to solve problems, but emphasizes that a response 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 response may not come as quickly as we would like, but it will definitely come. Thank you for your understanding.
After the system update, I have 0 hugs, and I used to have about 10500, which could be exchanged for something more or less valuable. Where did they go?
The Ukrzaliznytsia application is gradually returning to work after a cyberattack and full stabilization after resuming operations. Currently, the system is operating under increased load, as thousands of users are making requests simultaneously. We are closely monitoring this and promptly responding to ensure service stability.
The national carrier's employees also noted:
- currently, the application offers ticket purchase and return functions;
- discounted tickets can only be purchased at ticket offices, which are operating in an enhanced mode;
- ticket sales at ticket offices have been extended under the "two days" rule – meaning only for the current and next day, to avoid crowds at stations.
Be sure to pay attention to this information if you are going to the station!
Ticket sales for more distant dates at ticket offices are currently unavailable (this rule does not apply to military personnel, passengers with limited mobility); other application functions are still being restored – this will take some time.
If a ticket purchased before the disruption disappeared
Good day! A ticket purchased before the disruption on March 22, 2024, for a train on April 10, 2025, disappeared from my account. Is there a chance that the archive will be restored before the travel date? Are they working on this?
Ukrzaliznytsia provided the following instructions for solving this problem: If you did not find a ticket in your account in the Ukrzaliznytsia application, look for an email with a PDF ticket in your mail.
If you can't find it, head to the train 20 minutes before departure. The conductor will check the payment confirmation for the tickets - a record in the bank's application or a receipt.
Services available to passengers abroad
Ukrzaliznytsia representatives also reported that for passengers 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 ticket offices of railways 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 online ticket purchasing options:
- Hungary (MÁV Start);
If tickets are not available online, we recommend contacting the international ticket offices of the mentioned railway operators directly. The addresses of these 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 for the entire sales depth, depending on the availability of free seats.
We are doing everything possible to restore all services as quickly as possible. We ask for your understanding if something does not work instantly.
Recall
Earlier, UNN wrote that Ukrzaliznytsia's (UZ) online sales system has been restored in a backup 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.