Ukrzaliznytsia has introduced a new ticket refund system

Ukrainian Railways is introducing a progressive ticket refund system, changing the usual rules of the game for passengers.

The new terms, approved by the Ministry of Community and Territorial Development of Ukraine following public consultations, will come into effect from 2 May. These changes apply only to domestic travel. This was announced by the ministry’s press service on Facebook.

From now on, the amount passengers receive when refunding tickets will depend on the date they request to cancel their journey. The closer to the train’s departure time you decide to refund your ticket, the lower the compensation amount will be. However, there is an exception: there are no restrictions for members of the Ukrainian Armed Forces. If a ticket was purchased via the “Army+” platform, the full cost will be refunded up to the time of the train’s departure. And all this can be done online via a special app.

So, what new conditions await ordinary passengers? For tickets on journeys sold in advance (20 days or more), the following refund scale will apply:

– 15–20 days before departure: 100% of the cost.
– 10–14 days: 95–90%.
– 9–5 days: 75%.
– 4–1 day: 50%.
– Less than 24 hours, but no later than one hour after the train’s departure: only the cost of the reserved seat is refunded.

However, if ticket sales for a particular flight open with a shorter booking window—for example, due to urgency or the specific nature of the destination (particularly in the case of flights to frontline regions)—the refund terms will be adjusted to reflect the available booking period. In such cases, a full refund will only be possible during the first few days following the purchase of the ticket. Thereafter, restrictions will apply depending on the time remaining before departure.

For example, for flights where sales open 10 days before departure, the following refund rules will apply:
– 10 days’ notice: 95% of the ticket price.
– 5–9 days’ notice: 75%.
– 1–4 days’ notice: 50%.
– Less than 24 hours’ notice: only the cost of the standard ticket.

This model aims to improve the organisation of the ticket refund process. Passengers will be encouraged to return tickets immediately after changing their plans, which will help Ukrzaliznytsia better forecast passenger numbers and allocate rolling stock more efficiently. Vacated seats will quickly go on sale, giving other travellers the chance to purchase tickets.

Furthermore, this innovation is designed to combat ticket touts. For them, returning tickets at the last minute will become financially unprofitable. In this way, the railway will not only optimise its operational processes but also support economic stability during difficult times, when significant resources are being spent on restoring infrastructure damaged by shelling.

These changes represent a strategic step towards improving the efficiency of rail transport in Ukraine and enhancing the service for passengers.

As a reminder, ticket prices for commuter trains have been increased in Kyiv and the surrounding region.