Refunds for Ukrzaliznytsia train tickets will now follow a new procedure: what you need to know

Ukrzaliznytsia has radically updated its refund policy for domestic journeys, introducing a sliding scale. The amount of your refund now depends directly on when you return your ticket. Find out all the details of the new refund terms and concessions for military personnel

Book bus, train, plane tickets to/from Ukraine and between cities around the world

BUY

From 2 May, new rules on refunds for domestic train tickets in Ukraine come into force. The amount of compensation now depends directly on how far in advance the passenger returns their ticket. Let’s take a look at how the new refund scale works, how much money can be refunded if a journey is cancelled, and what important exceptions apply to Ukrainian military personnel.

Ukrzaliznytsia ticket refunds: new rules

Refunds for Ukrzaliznytsia train tickets are now processed according to a new progressive scale: the earlier you request a refund before the train’s departure, the larger the portion of the fare you will receive back. The maximum refund is 100% for cancellations made 15–20 days in advance. The changes are designed to make available seats more accessible and to effectively combat ticket touts.

What percentage do you lose when returning a train ticket?

The new refund model is based on the length of time the ticket has been on general sale. If the standard sales period is 20 days, a refund requested 15–20 days before the journey guarantees a full refund. If a ticket is refunded 10–14 days before the journey, the passenger receives 90–95% of the fare, and 75% if refunded 5–9 days before. If plans change 1–4 days before departure, the company will refund half the cost. If there is less than a day left before the train departs (but no later than one hour after departure), only the cost of the reserved seat is refunded, i.e. the portion of the price for booking a specific seat.

For journeys with a reduced sales window of 10 days (for example, to frontline towns), a modified policy applies. Cancelling a journey 10 days in advance will retain 95% of the cost, 5–9 days in advance — 75%, and 1–4 days in advance — 50%. If a refund is requested less than 24 hours before departure, the passenger will only be reimbursed for the cost of the ticket itself; in this case, the seat reservation fee is not refunded.

Don't want to miss important updates and useful articles? Subscribe to our weekly newsletter!

How can a member of the armed forces get a refund via Army+?

Special preferential terms are provided for servicemen of the Ukrainian Defence Forces. If the travel document was purchased via the ‘Army+’ app, the financial restrictions of the progressive scale do not apply.

Servicemen can receive a 100% refund of the ticket price if they return it at any time before the train’s scheduled departure. The refund process itself is as simple as possible and is carried out entirely online directly within the ‘Army+’ mobile app.

Why have the rules changed?

The main reason for introducing the progressive scale is to encourage passengers to return tickets immediately after their plans change. This allows vacated seats to re-enter the booking system more quickly, making them available to other people.

Furthermore, the new rules make the business of ticket scalpers unprofitable, as returning tickets at the last minute results in significant financial losses. Additionally, this step helps the national railway improve the predictability of passenger traffic and increase the revenue needed to restore infrastructure and rolling stock following constant shelling.

If you’re planning your trip in advance, it’s convenient to compare routes and book tickets for trains, buses, or other modes of transport via the Visit Ukraine booking system — this will help you quickly find the right travel option in one place.

Reminder! In the Ukrzaliznytsia app, tickets may disappear after leaving the payment page. Find out why bookings are only valid for 15 minutes, how the system works and how to avoid losing your seat.

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

We recommend purchasing it for a safe and comfortable trip to Ukraine: 

Visit Ukraine Insurance – insurance covering military risks for entry and travel in Ukraine;

Visit Ukraine Car Insurance – car insurance with extended coverage in Ukraine;

Visit Ukraine Legal Advice – comprehensive legal support on entry to Ukraine;

Visit Ukraine Tickets – bus and train tickets to/from Ukraine;

Visit Ukraine Tours – the largest online database of tours to Ukraine for every taste;

Visit Ukraine Hotels – hotels for a comfortable stay in Ukraine;

Visit Ukraine Merch – patriotic clothing and accessories with worldwide delivery.

© 2018-2026, Visit Ukraine. Use, copying or reprinting of materials on this site is permitted only with a link (hyperlink for online publications) to Visit Ukraine.

All rights reserved.