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A trip can be cancelled for a variety of reasons: change of plans, illness or flight delay. In such cases, it is important to know how to properly return a train ticket and get your money back. Ukrzaliznytsia allows you to do this both online and at the ticket office. Let's figure out how to do this.

Returning a ticket online

If you purchased your ticket through the Ukrzaliznytsia website or app, you can return it remotely without visiting the ticket office.

Here are the step-by-step instructions:

1. Open the Ukrzaliznytsia website or mobile app.

2. Go to the ‘My tickets’ section.

3. Select the ticket you want and click ‘Return’.

4. Confirm the action and wait for a return notification.

The funds will be returned to the same bank card you used to pay for the purchase.

Important: refunds are only available before the train departs. If the train has already departed, you cannot refund your online ticket — only at the ticket office or by filing a claim.

As for the latter option, tickets can be returned through a complaint procedure if:

▪️ the passenger did not use the ticket due to illness or accident and returns the tickets later than one hour after the train's departure;

▪️ the passenger has travelled only part of the way without using the ticket in full, has a mark of the stop on the route and returns the ticket no later than 1 hour after the train's departure from the station where the stop was made;

▪️ the passenger returns unused tickets paid for by bank card at the ticket office, with a return form (in cases where: ticket offices are not equipped with payment terminals; the passenger does not have the payment card used to make the purchase, or it has expired; for other technical reasons);

▪️ the passenger returns unused tickets purchased in Ukraine but handed over abroad;

▪️ the passenger returns a group order (in full or in part);

▪️ the passenger returns tickets for a trip cancelled due to the fault of the railway (in case of cancellation of the train specified in the travel document or its delay in departure from the point of departure of passengers by more than 1 hour;

failure to provide the passenger with the seats specified in the travel document; the passenger's late arrival at the transfer point and the passenger's refusal to use other seats or a train).

▪️ the passenger was transferred to a carriage of a lower category than that specified in their ticket and must receive the difference in the ticket price.

Claims for ticket refunds can only be made if the tickets have the appropriate marks (stamps indicating the refund or supporting documents issued automatically, indicating the date and time of the refund).

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Returning a ticket at the ticket office

If the ticket was purchased at the ticket office or you exchanged an electronic ticket for a paper ticket, the refund can only be made at the station ticket office.

What you need to do:

1. Go to the railway ticket office.

2. Present the original ticket.

3. Bring a document proving your identity (passport, student ID, driver's licence, etc.).

The cashier will process the refund and make the payment in accordance with the rules.

Terms and amount of refund

The amount of compensation depends on how long before departure you cancelled your trip:

▪️ more than 24 hours – the full cost of the ticket and reserved seat will be refunded;

▪️ between 24 and 6 hours – the full cost of the ticket and 50% of the cost of the reserved seat will be refunded;

▪️ less than 6 hours or up to 1 hour after departure – only the ticket price will be refunded (the reservation fee will not be refunded);

▪️ later than 1 hour after departure – no refund will be made.

International tickets

If you purchased a ticket for an international train, refunds can only be made at international ticket offices in Ukraine.

If you are already abroad, you can arrange a refund through a trusted person or by sending a request by post to the ‘Claims Department of Ukrzaliznytsia’ (Kyiv, 38/40 Shevchenko Blvd.).

If you want to choose an alternative way to travel around Ukraine, we recommend booking a comfortable transfer with Visit Ukraine. Car rental and transfer in Ukraine is easy, convenient and affordable! With us, you can easily plan your route and forget about the hassle of finding transport, whether it's a business trip, humanitarian mission or tourist trip.

Reminder! Ukrzaliznytsia has announced the launch of additional trains in August due to high passenger demand. Find out when and where you can travel on additional trains this month.

Want to know more? Read the latest news and useful materials about Ukraine and the world in the News section.

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