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Contacts

How to contact us?

Write to us by email:
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  • [email protected] — questions about booking, ticket refunds, payment issues, and other technical inquiries.
  • [email protected] — feedback, suggestions, complaints, cooperation, and commercial inquiries.
  • [email protected] — for carriers who wish to cooperate with ukrpas.ua

Our address and legal information:

Address:
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Ukraine, 01042, Kyiv, 1/2 Nauki Avenue

Legal Information:
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LIMITED LIABILITY COMPANY «UKRPASS UA»
45656253

Additional information and frequently asked questions (FAQ)

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How to pay for a ticket?
After selecting the necessary trip from the listing, you will proceed to the final step where you need to fill in your contact details (name, surname, phone number, and email), optionally select additional services, and make the payment.

You can pay by bank card Visa or Mastercard, or using plata by Mono (Monobank), Google Pay or Apple Pay directly on the website. Choose a payment method that is convenient for you and make the payment.
What to do if the payment doesn't go through?
If the payment does not go through, it may be for several reasons:
  • Insufficient funds on the card;
  • The online payment service is not activated on your card;
  • The online payment limit has been exceeded;
We recommend contacting your bank to resolve these issues. Once the issue is resolved, try making the payment again.
Why didn't I receive a ticket after payment?
If you paid for your order but did not receive a ticket, please check the following:
  • Check your email that was provided during booking as the ticket is sent to it as an attachment.
  • Check the 'Spam' folder in case the email ended up there.
  • Ensure the email address you provided during booking is correct.
Is it necessary to print the ticket?
It depends on the rules of the specific carrier. On most routes, you can use an electronic ticket, which is enough to show to the driver on your smartphone or other electronic device. If an electronic ticket is available on the route, there will be a QR code icon in the 'More details' section of the trip card with the label 'Electronic ticket'.
Why is the seat number not indicated on the bus ticket?
If your ticket does not have a seat number, it means the carrier does not offer the option to choose a specific seat on this route. The seat number will be assigned by the driver or the trip supervisor during boarding.
What to do if there are mistakes in the passenger's surname or name?
Editing passenger personal details or making corrections to the ticket is not possible. Please carefully check all passenger information before paying for the ticket. If you are traveling abroad and made one or two minor mistakes in the passenger's name, you should contact the carrier.
Is it possible to change the date or time of the trip?

It is not possible to change the time, location, or date of departure after paying for the tickets. Please carefully check all the information on the route before paying for the ticket.

In most cases, you can request a refund for the ticket according to the standard terms set by the carrier for your route, as indicated on your ticket, and buy a new ticket for the date you need.

Additionally, in case of force majeure, you can contact the carrier directly to clarify the possibility of rescheduling your trip. Carrier contacts for your route are listed on the tickets in the 'Carrier' section. In such cases, our service is not responsible for your personal arrangements with the carrier.

What to do if I am late for the trip?
In case of a passenger's delay for the trip, the ticket is non-refundable. Before purchasing the ticket, carefully review the refund policy.
What to do if my trip is canceled?
In case the trip is canceled by the carrier, the full ticket price will be refunded. To request a refund, follow these steps:
  • If you purchased the ticket on the ukrpas.ua website, send an email to [email protected].
  • In the email, specify the request to refund, the reason for the refund, and attach the ticket form or order number.
  • You can also do this via the personal passenger account.
  • Our managers will review your request and send a response with the refund calculation according to the carrier's conditions for the trip you selected.
That's it! Wait for a response in your email. If you purchased the ticket at the Central Bus Station in Kyiv or another bus station, you will need to contact the ticket office for the refund. Important: if you paid for the ticket with a bank card, this card must be with you when returning the money at the ticket office.