First, some caveats. I live in Kherson Ukraine so my experience doesn't necessarily translate to all regions of Ukraine. I didn't speak Ukrainian or Russian when I arrived so, some of what I have experienced is due to a lack of language skills. Finally, no one in Ukraine likes the way lines work so this isn't difficult only for foreigners.
Second, some history. There are three different generations here that overlap somewhat in their experiences depending on their exact age and where they grew up There is the soviet generation that has lived the majority of their life in the soviet system. There is the post-soviet generation that lived a significant part of their lives during the chaotic period in the 90's and early 2000's. Then there is the non-soviet generation that were children in the post-soviet period but became teenagers in the last 10 to 15 years. The non-soviet generation has grown up with smart phones, the Internet, and many have been educated outside Ukraine.
Those from the soviet generation talk about lines as challenges they had to overcome for their very survival. Lines were long, products were often in short supply and there simply wasn't enough time to stand patiently in every line necessary to get what you needed to survive. This is when the practice of holding a place in line seems to have originated. You would come to a line, find out where you were in that line and then go reserve a place in another nearby line, the whole time moving back and forth between lines to keep your place. This practice is still observed today.
Those from the post-soviet period experienced a slightly different dynamic. They talk about an emerging practice of finding either sneaky or aggressive ways to move to the front of the line. The techniques vary from elderly men and women aimlessly wandering to the front of the line as if disoriented and hard of hearing to the self proclaimed upper class who simply walk to the front of the line and ignore the peasant hordes standing in line. Some of this is also still practiced today.
One additional difference between Ukraine and other countries is the responsibility the shop or office staff to maintain order in the line. They don't usually take any responsibility. They look up when they are done serving someone and whoever is standing in front of them gets helped next. If you are standing at a deli or meat counter the line will typically follow the person behind the counter so as to be position to be helped as it is their turn.
So, here's how it usually seems to work today. In the photo for this post you can see the line outside a bank. The number of people allowed in the bank is limited because of the pandemic so people need to "line up" outside. I did not need to stand in this line but, if I had, I would simply walk up to the group, ask who was last in line, and wait until they went into the bank so I would know I was next.
If you are at the train station with multiple windows you'll need to navigate the complex and confusing process of figuring out which window or windows will do what you need and then hoping that you reach the front of the line before the person leaves without a single word about where everyone should now to go get help.
If you come to Ukraine expecting clearly defined lines with everyone waiting their turn enforced by the staff of the shop or office you will be very disoriented. Take an interpreter who knows the language and the culture, be patient, and learn how it really works. You'll eventually figure it out.
I hope this is helpful. If you have any questions this or other aspects of living and doing business in Ukraine feel free to write us.
