Ukrzaliznytsia resumed online sales after the largest cyberattack: how the service works
27 March 07:55
Ukrzaliznytsia has resumed online sales of train tickets after the largest cyberattack. This was reported by the press service of UZ, "Komersant Ukrainian" reports
“Ukrzaliznytsia suffered the largest cyberattack in history, but in 89 hours a team of railroaders, the SBU Cyber Department, CERT-UA at the State Special Communications Service and partners returned the basic functionality of online services.
“UZ’s website and app were restored in 89 hours of non-stop operation after an unprecedented attack on the railroad’s key operating systems,” the statement said.
From now on, passengers can buy and return tickets online again, although the system operates in a backup format.
How does the updated service work?
At the first stage, basic functions are available: sale and refund of tickets to all destinations with a booking depth of 20 days.
Despite cyber threats and constant attacks on the infrastructure, the railroad continues to operate without interruption.
All services are being restored in stages, and railway stations and ticket offices are operating in an enhanced mode.
Important: technical disruptions are possible
As the system is experiencing peak loads, there may be temporary difficulties in issuing tickets. Therefore, it is recommended to use online services only when necessary.
Please also note:
The ticket archive in the app is temporarily unavailable. However, all previously purchased tickets are still valid and can be found in a PDF version in the email specified at the time of purchase. If the ticket is not found in your inbox, check your spam folder.
You can use it to board the train:
- Screenshots of tickets from the app.
- A PDF document received by email.
- Receipt of payment for the ticket from the banking application.
How can I get a refund for tickets?
Refunds for previously purchased tickets, as well as for auto-purchase, are possible through a special form at the link on the main page of the application.
Operation of train stations and trains
While online services are stabilizing, Ukrzaliznytsia stations and ticket offices are operating in an enhanced mode across the country.
“Trains are running on schedule, as they have been all day,” the company said.
This allows passengers to buy tickets offline if digital channels are unavailable due to congestion.
Data security is under control
Ukrzaliznytsia assures that no personal data or financial information was leaked during the attack.
UZ specialists, the SBU Cyber Department, CERT-UA and partners continue to restore the remaining services. Passengers are urged to remain calm and use ticket offices at railway stations in case of difficulties with the app.
What is known about the failure
According to the company, Russia launched a targeted cyberattack on the IT infrastructure of Ukrzaliznytsia. 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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