Introduction / Travel Abroad / Ticket / Rights under the Transport Contract

Refunds in international transport

Rights under the transport contract in international passenger transport

In international transport you can exercise your right under the transport contract:

  • for reasons on the railway’s side, or
  • for reasons on the passenger’s side.

In international transport you can exercise your right under the transport contract for the following documents:

  • travel document
  • reservation document - seat reservation, sleeper and couchette supplement, including reservation document for automobile train
  • IRT travel document
  • supplementary voucher

1. General Provisions

The exercise of rights under the transport contract is governed by the terms and conditions of the Convention concerning International Carriage by Rail (COTIF) and its Appendix A “Uniform Rules concerning the Contract of International Carriage of Passengers by Rail (CIV)”, the General Conditions of Carriage for Rail Passengers (GCC-CIV/PRR), the Special Conditions of International Carriage for Non-Reservation Tickets (SCIC-NRT), the Special Conditions of International Carriage for Rail Pass Tickets (SCIC-RPT), the Special Conditions of International Carriage for Integrated Reservation Tickets (SCIC-IRT), the East-West Tariff (TR 18), Transport Ministry Decree No. 175/2000 Coll., for public rail and road passenger transport, and the ČD Contractual and Transport Terms for Public Passenger Transport in the extent set out in the COTIF Convention. This special provision regulates the exercise of rights under the transport contract with ČD in international passenger transport on the basis of the above-mentioned norms, and determines deviations in the sense of the ČD Special Agreement for International Carriage (ZUJ).

The area of transport law is governed by special legislation (Art. 1, Annex 1 of the ZUJ), which takes precedence over general legislation.

2. Exercising a right under the transport contract

2.1. A passenger exercises his or her right under the transport contract at a place applicable for its reception or processing,in person or in writing by registered letter, and within one month from when the travel document in question shall cease to be valid.

2.2. For faster processing of the right exercised under the transport contract, it is recommended that the passenger provide in the written request the number of the bank account (for customers residing abroad it is necessary to provide the SWIFT/BIC and IBAN codes) for cashless payments of the claimed amount, his or her e-mail address and telephone number.

2.3. The authorised ticket counter or contracting travel agency must always mark the submitted travel documents as unused if the passenger requests this confirmation.

2.4. If a passenger exercises his or her right under the transport contract in a written request, the cashier will either accept it from the passenger or provide the address where the passenger’s right under the transport contract needs to be exercised.

3. Period for processing a claim under the transport contract

3.1. České dráhy, a.s. (ČD) is obliged to process a claim stemming from a passenger’s right exercised under the transport contract and inform the passenger of the granting or rejection of the request within 3 months from the delivery date of the submitted request.

4. Places applicable for exercising a right under the transport contract

4.1. The applicable place for exercising a right under the transport contract is the railway which issued the travel document.

4.2. At České dráhy, a.s. (ČD), claims stemming from rights exercised under the transport contract are handled by ČD ticket counters with international authorisation, travel agencies authorised to sell international travel documents (published in the Ministry of Transport’s Transport Tariff Bulletin) and the Odúčtovna přepravních tržeb in Olomouc (hereinafter OPT).

Rights under the transport contract pertaining to ČD travel documents issued by contracting travel agencies can only be exercised at the travel agency which issued the travel document or at a different ČD ticket counter authorised to handle international ticketing.

4.3. Authorised ticket counters and contracting travel agencies perform and pay out returns only for completely unused international travel documents, provided the right under the transport contract is exercised before their expiration.

4.4. In the case of partially unused international travel documents, returns are performed and paid out by OPT.

4.5. If an authorised ticket counter (contracting travel agency) cannot perform a return, the request to exercise the passenger’s right under the transport contract together with the travel documents will be forwarded to a ticket counter (contracting travel agency) at the OPT.

4.6. Passengers can exercise their rights under the transport contract in writing by sending their materials to the address:

Ceske drahy, a.s. - OPT
Passenger Transport - Rights under the Transport Contract
Vídeňská 15
772 11 OLOMOUC
E-mail: osobnipreprava@opt.cd.cz

4.7. In the event that the passenger does not use a travel document for reasons on his or her side, the passenger must have the travel document confirmed as unused by an authorised employee of the carrier (ticket counter, travel agency) prior to the document’s expiration in the boarding station, in the station where the passenger forfeits the remaining journey, or in the station of issue.

4.8. If a right under the transport contract is exercised due to fault on the side of the railway, returns for completely or partially unused international travel documents can also be performed by an authorised station or contracting travel agency, even after the train’s departure.

5. Documents necessary for exercising a right under the transport contract

5.1. When exercising a right under the transport contract at the applicable place for the processing thereof, the passenger is obliged to:

  • submit the originals of the relevant travel documents (including an envelope if they are InterRail or coupon tickets issued manually),
  • passengers are required to provide requested information to an authorised ČD employee essential for processing their exercised right under the transport contract.

5.2. Travel documents submitted when exercising any rights under the transport contract must be marked as unused. Travel documents not bearing such a notice confirming that they are completely or partially unused must be accompanied by relevant documentation constituting the basis for a claim to exercise a right under the transport contract (such as a medical confirmation, new travel documents purchased instead of the unused ones, etc.)

5.3. Travel documents submitted when exercising a right under the transport contract must not be soiled or damaged in such a way so that it is not possible to recover necessary or important data which they bear (e.g. illegible route on the ticket, price of the document, travel class, etc.).

5.4. Refunds are not granted for travel documents which have been lost, damaged, changed without authorisation or otherwise modified.

6. Exercising a right under the transport contract for travel documents purchased with a payment card or using an electronic wallet (EPIK)

6.1. If the travel document was paid for using a payment card, a condition for processing an exercised right under the transport contract is the presentation of the payment card used to pay for the document. Refunds for travel documents paid for with a payment card will be credited to the account associated with the payment card that was used to pay for the document.

6.2. Refunds for travel documents paid for using an electronic wallet (EPIK) are credited to the electronic wallet’s account.

7. Amounts of sums paid out

7.1. In international transport it is possible to pay out a return in cash to a passenger at ticket counters and contracting travel agencies in an amount not exceeding CZK 8000.

7.2. The CZK 8,000 limit does not apply to passengers whose place of residence is outside Europe (the passenger must demonstrate this fact by presenting a passport).

7.3. Rights exercised under the transport contract for recognised refunds of more than CZK 8,000 are processed by OPT.

7.4. When paying out returned sums for documents paid for with a payment card, the amount is not restricted by the monetary limit set for paying out sums in cash at the station.

7.5. If a right under the transport contract is exercised due to fault on the side of the railway, the financial limits set on the pay-out of refunds in the station in cash do not apply.

8. Rules for exercising rights under the transport contract for individual types of travel documents

8.1. The passenger has a claim to the return of the unused fare, the amount of which, however, is always subject to a specified charge; the amount of the charge can be up to 100%.

8.2. The charge is always assessed separately for each travel document, i.e. based on the total price for transport specified on the travel document -- not based on the fare for each passenger separately.

8.3. If a right under the transport contract is exercised for reasons on the side of the passenger, the passenger has a claim to a refund for individual types of travel documents as follows:

a) Completely Unused Tickets
in the case of a completely unused ticket the fare is returned after deducting a 10% charge from the ticket price, but no less than EUR 3. In the case of a completely unused InterRail network ticket, there is a 15% charge.

b) Partially Unused Tickets
In the case of a partially unused ticket, the fare is returned after deducting the price for the route travelled and a 10% charge from the remaining amount, but no less than EUR 3.

c) Group Tickets
The rules specified under letters a) and b) also apply to tickets for groups of passengers. The charge is calculated based on the fare for the collectively issued ticket, not on the fare for each passenger separately. In contrast to SCIC-NRT terms and conditions, a group ticket can be returned to ČD no later than on the first day of its validity.

When exercising a right under the transport contract in international transport with ČD for a change in the number of persons using a group ticket, a record of the partial non-use must be made on the travel document at a ticket issue point prior to realising the journey. If the relevant station is unattended at the time in question, the non-use will be confirmed by the conductor on the train.

d) Reservation Documents for Seats – Seat Reservations
Exchanges of reservation documents for seats are not performed. The fee for a seat reservation is not refundable. The passenger is entitled to a refund of the fee for reserving a seat or, if possible, to an exchange of reservation documents for a seat only if an obligation in not fulfilled on the part of the carrier (e.g. the passenger could not occupy a seat allocated to him for reasons on the carrier’s side).

e) Sleeper and Couchette Supplements in ČD-ZSSK Transport
if the passenger cancels the reserved space no later than one day prior to the train’s departure, the charge deducted from the supplement is 10%, but no less than EUR 1 per space per night. If the passenger cancels the reserved space on the day of the train’s departure, the charge deducted from the supplement is 50%, but no less than EUR 1 per space per night. If the passenger cancels the reserved space after the train’s departure or does not cancel it at all, he or she does not have a claim to a refund.

f) Sleeper and Couchette Supplements in CIV Transport and in Transport under the East-West Tariff
if the passenger cancels the reserved space no later than one day prior to the train’s departure, the charge deducted from the supplement is 10%, but no less than EUR 3 per space per night. If the passenger cancels the reserved space on the day of the train’s departure, the charge deducted from the supplement is 50%, but no less than EUR 3 per space per night. If he or she renounces the seat after the train’s departure or does not renounce it at all, he or she is not entitled to a refund. Night is generally set as the time interval from 22:00 until 6:00, unless set otherwise by special transport terms.

g) IRT Travel Documents
For individual categories of IRT trains or for specific connections, special transport terms (SCIC-IRT) apply, including special terms and conditions for refunds. The terms and prices on these trains are announced and provided by the transport companies which establish these trains. Partial refunds are not possible for IRT travel documents. A supplement (Aufpreis) with a seat reservation is generally not returned. For certain offers, refunds for IRT travel documents may be restricted or completely excluded.

Unless stated otherwise in the ZUJ for individual chapters, the following conditions apply:

In the event that a passenger cancels his or her seat no later than 1 day prior to the train’s departure, a 50% charge will be deducted from the original price of the travel document (but no less than EUR 3 per passenger). In the event that a passenger cancels his or her seat later or does not cancel it at all, the passenger does not have a claim to a refund.

h) Travel Documents for Transporting Bicycles
Unused or partially unused international documents for transporting bicycles are not refundable.

i) Travel Documents in Automobile Train Transport
In the event that a passenger cancels his or her place no later than 1 day prior to the train’s departure, a 10% charge will apply. In the event that a passenger cancels his or her place later or does not cancel it at all, a 50% charge will apply.

j) eTiket Travel Documents to a Foreign Destination
For refunds of eTiket travel or reservation documents to a foreign destination for the standard price, the general terms and conditions for returns and the general terms and conditions of the ČD eShop apply. These terms and conditions are announced on www.cd.cz.

k) First Minute Europe (Včasná jízdenka Evropa) Travel Documents
First Minute Europe (Včasná jízdenka Evropa) travel documents purchased from the ČD eShop or ČD ticket counter cannot be returned or exchanged for reasons on the passenger’s side.

l) Service charge
Service charge for First Minute Europe (Včasná jízdenka Evropa) ticket issue cannot be returned for reasons on the passenger’s side.

8.4. Certain offers may be subject to special terms and conditions for exercising rights under the transport contract or the exercise of rights under the transport contract may be excluded. These deviations are set out in the relevant chapter of the ZUJ.

8.5. If a right under the transport contract is exercised for reasons on the side of the operator, the unused fare (including a refund for reservation documents, in this case also seat reservations) will be paid out to the passenger with no charge deducted.

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