Passenger rights and conduct

Section 37 of the Carriage rules lists this in as many words. Below is the same list in ordinary language.

A passenger has the right

To safe and punctual carriage to the destination station and to proper service on the way.
To carry one child under 6 free of charge.
To carry 36 kg of hand luggage free of charge.
To take domestic animals along.
To have the ticket re-issued for a train leaving earlier.
To use, for a separate charge, bedlinen, a mattress, a pillow and a blanket of proper quality in every carriage except general ones.
To have the ticket reinstated if the train was missed through the carrier's fault.
To be compensated for luggage lost or damaged.
To be given, at the station and on the train, information about the timetable, the services available and their prices.
To buy at the ticket office a ticket for any train with seats free, to any station along its route.
To use the waiting rooms and the other facilities of the station.
To extend the validity of the ticket and to break the journey on the way.
To return the ticket at any point of sale on giving up the journey.

A passenger must

Board the train holding a ticket and, where a concession applies, the document confirming it.
Observe the Rules of Conduct for Citizens on Railway Transport (Cabinet of Ministers resolution no. 903 of 10 November 1995) and the Carriage rules.
Occupy the seat shown on the ticket.
Produce, at the request of those carrying out inspections, the documents establishing the right to a concession or to free travel.
Pay for the carriage of luggage.

What is forbidden

Smoking tobacco products in carriages, and games of chance on trains and at stations, are forbidden by the Rules.

It is forbidden to carry as hand luggage: weapons (other than service and hunting weapons held with a permit), explosive, poisonous, foul-smelling, infectious or radioactive substances, spirit, petrol, paraffin, acetone and other flammable and readily ignitable substances, and things that could spoil or soil other passengers' property.

Hand luggage may not be placed in vestibules, in the aisle of the saloon or in compartment passageways.

When a passenger may be put off the train

The Rules name three cases:

plain drunkenness accompanied by a breach of the travel rules and of public order that disturbs other passengers;
illness requiring medical assistance - here the passenger is put off only with medical staff present;
the discovery of items forbidden for carriage and a refusal to remove them from the train.

In the first case no money is returned. In the second, the ticket amount for the distance not travelled is returned but the berth charge is not; after recovery the journey may be continued on producing the ticket and a certificate from a medical institution at a ticket office.

What the carrier must do

Display the route board and the carriage number before boarding, open the doors in good time and check documents.
Keep both lavatories open for the whole journey, except when passing through stations and sanitary zones.
Allow the berth to be used at any hour of the day or night; raise and lower the upper berths at a passenger's request.
Provide boiled water and medicines from the carriage first-aid kit free of charge, in reasonable quantities.
Post in the carriage, in Ukrainian and in English, the timetable, the list of services, the whereabouts of the complaints book, the evacuation plan, the fire instructions and an extract from the Rules on the rights and duties of a passenger.
Return cancelled tickets 30 minutes before arrival at your station - keep your ticket until you are out on the platform.

If there is trouble in the carriage

UZ publishes what to do separately; a complaint is made to the train manager, who keeps the complaints book, and through the carrier's official channels. The UZ hotline is at uz.gov.ua/passengers/hotline.

If the matter concerns the booking or the payment of a ticket bought from us, write to us - that part is ours.