Ukrzaliznytsia restores services after a large-scale cyberattack: how to buy tickets during the outage
24 March 2025 08:30
Ukrzaliznytsia has faced a serious cyberattack organized by Russia. Due to a technical failure in IT systems, online ticket sales are temporarily unavailable. The company is already cooperating with the SBU to restore operations, "Komersant Ukrainian" reports, citing Ukrzaliznytsia.
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.
How to buy tickets on March 24
Online ticket sales are currently unavailable, but UZ continues to operate offline.
Due to the outage, passengers will have to adapt to temporary changes. Here is what Ukrzaliznytsia advises:
Box offices at train stations:
- Tickets for all flights, including international flights (on March 24 and 25), are available only at ticket offices.
- For the convenience of passengers, Ukrzaliznytsia has reinforced the ticket offices with additional staff and extended their working hours.
Purchase on the train:
- If you do not have time to buy a ticket at the ticket office, please contact the train crew directly. The conductors will issue the ticket on the spot.
Priority:
- on March 24, ticket offices will give priority to passengers of morning trains on March 25. If your trip is scheduled for a later time, Ukrzaliznytsia asks you to postpone your visit to the ticket office to avoid queues.
How do I return tickets?
For those who will not be able to use their tickets on March 24, there is a refund option:
- Online: one hour before the train departure, send a scan or clear photo of the ticket along with your phone number to [email protected].
- Applications will be processed within 3 days after the systems are restored.
The company urges passengers to remain calm and not to create a rush at train stations so that everyone can receive the necessary assistance.
Why is it important?
The cyberattack on Ukrzaliznytsia is not just a technical failure, but an attempt to destabilize one of Ukraine’s key transportation arteries. Ukrzaliznytsia transports thousands of passengers and cargo every day, so its stable operation is critical, especially in times of war.
The cooperation with the SBU emphasizes the seriousness of the situation and the company’s readiness to withstand external threats.
When should we expect the restoration?
Ukrzaliznytsia has not yet announced the exact timeframe for returning to online operations. It all depends on the results of system testing and confidence in their security.
Passengers are advised to follow official updates on the company’s website or social media.
