Cyberattack on Ukrzaliznytsia: how and when to buy tickets without queues
26 March 2025 09:36
After a large-scale cyberattack on Ukrzaliznytsia’s online services, passengers are forced to buy tickets at station ticket offices. The company is actively working to restore the systems and promises to reach the finish line in the near future. In the meantime, the ticket offices are working in an enhanced mode, and Ukrzaliznytsia has given clear recommendations on when to come to buy tickets to avoid queues, "Komersant Ukrainian" reports. Here’s how and when to buy tickets conveniently and without unnecessary delays as of March 26, 2025.
What is happening to Ukrzaliznytsia after the cyberattack?
The cyberattack that occurred the day before stopped online ticket sales but did not affect train traffic or the operation of ticket offices.
“We continue to restore online services. We expect to complete the main stage in the near future,” Ukrzaliznytsia said.
The company’s specialists, together with the experts involved, are working around the clock to restore full access to the website and app.
While the online services are unavailable, ticket sales through the ticket office are limited to the next two days – March 26 and 27.
All trains are running on schedule, and the railroad is working in an emergency mode to cope with the influx of passengers.
How does ticketing work during the restoration?
While online services are being restored, tickets are sold through ticket offices at railway stations. For passengers’ comfort, the ticket office hours have been extended. For example, in Kyiv, instead of the usual 8 ticket offices, there are 18. All trains are running on schedule, and waiting in lines has been reduced to 10-15 minutes.
Ticket sales at ticket offices are available only for the next two days. This decision was made to ensure a fair distribution of seats and to give priority to military personnel and other passengers with an urgent need to travel.
When is the best time to buy tickets to avoid queues?
“Ukrzaliznytsia recommends that passengers avoid peak hours when stations are crowded. The best time to buy tickets is at the ticket office:
- From 09:00 to 11:00: morning after the morning rush, when queues are minimal.
- From 14:30 to 16:30: in the afternoon, when the main flow of passengers decreases.
These intervals allow you to avoid crowds, because during peak hours – in the morning (7:00-9:00) and in the evening (17:00-19:00) – the stations are overloaded due to the work schedule and evening flights.
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How do I return tickets?
Train tickets for the current day can be refunded according to the following algorithm:
- One hour before the train departure, send an email to [email protected].
- Attach a scanned copy or a clear photo of the ticket.
- Provide your contact phone number.
- Ukrzaliznytsia will process the request within three days after the system is fully restored.
What should passengers expect in the coming days?
“Ukrzaliznytsia” assures that the work on restoring resources is in the final stretch, and we can expect good news soon. In the meantime, passengers can count on the following:
- A compliment from Ukrzaliznytsia for those who purchased paper tickets after March 22.
- Free use of paid waiting rooms at railway stations across the country for those who purchased paper tickets after March 22.
- Prompt assistance from railroad employees who work around the clock to restore system stability.
What is known about the failure
According to the company, Russia launched a targeted cyberattack on Ukrzaliznytsia’s IT infrastructure. The goal is to provoke delays in train traffic and destabilize the carrier’s operations. The statement noted that the attack was “systemic, non-trivial and multi-level,” making it difficult to neutralize.
Despite the complexity of the situation, Ukrzaliznytsia activated backup protocols and restored the main systems.
“The enemy has not succeeded: train traffic is stable, they run smoothly without delays and all operational processes are adjusted in a backup format. The railroad continues to move despite physical attacks on the infrastructure, and even the most vile cyberattacks cannot stop it,” the statement said.
However, before the full launch of online services, experts test them for vulnerability to avoid repeated attacks. For now, online ticket sales remain blocked, and the company will operate offline until March 24.
Ukrzaliznytsia has engaged the Cyber Department of the Security Service of Ukraine to resolve the issue as soon as possible. Joint efforts are underway to analyze the attack and strengthen system security.
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