Rules, Terms and Conditions for Telephone Sales of eTiket Documents through ČD Central Customer Service - THE TELETIKET SERVICE

Valid from 11 December 2022

Sales of travel documents, seat reservations, sleeper and couchette supplements, and other documents through the TeleTiket service are handled by a ČD Central Customer Service operator. The use of these documents is subject to the Convention concerning International Carriage by Rail (COTIF), the 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), and the ČD Tariff Conditions and Conditions of Carriage in International Transport (TPPM), the ČD Terms and Conditions of Carriage for Public Passenger Transport by Rail (SPPO), and the ČD Tariff for Inland Transport of Passengers and Luggage (ČD Tariff). For the purchase of documents, the Rules for Shopping in the ČD E-shop and in the Můj vlak Application are binding with the deviations described below.
1. Security and protection of information

The operator declares that all personal data are considered confidential, will be used only for internal purposes, and will not be made public, provided to third parties (with the exception of ČSOB, which handles payments, and the Police when investigating crimes or infractions) or otherwise abused and will be stored securely. Personal data are collected for the purpose of telephone sales of travel and reservation documents, for handling rights exercised under the contract of carriage (claims), and for back-checking. 

During a telephone order, the customer provides ČD with the information essential for making the payment and using the eTiket document. 

2. Telephone orders and payments

Telephone orders for travel documents can be made 24 hours a day with the exception of regular interruptions for system maintenance between 1:00 and 2:00 (a.m.). The telephone call is subject to a fee.

In order to issue the document, effect payment and send the document to a specified place, the customer will be asked to provide the following information:
-    customer’s given name(s) and surname, In Karta card number as the case may be, and date of birth;
-    given name(s) and surname of the purchaser (i.e. the payment card holder),
-    e-mail address to which to document should be sent,
-    payment card number,
-    payment card expiration date. 

For purchases, only embossed (relief) payment cards issued by VISA, MasterCard and American Express may be used. The bank which issued the payment card will provide information on whether it can be used to pay for a telephone order. 

When entering the payment card number and expiration date, the operator will turn off the recording of the conversation and after this information has been entered into the bank terminal the recording of the conversation will be resumed. The operator will inform the customer of this fact in advance during the relevant part of the conversation.

In accordance with the contractual terms of the bank, payment for documents using a payment card can only be effected by the holder of the payment card, i.e. the person whose name and surname are printed on the card.  If the name of the customer ordering the documents does not match the name of the cardholder at the time of payment, the order will be rejected.
The use of the payment card of a different person is forbidden, and is considered a crime in the Czech Republic.

A telephone order can be cancelled up until the moment of payment. 

The minimum total price of documents in a single telephone order is CZK 1; the maximum total price is CZK 100,000.

When confirming payment for the order, the ČD Central Customer Service operator will provide the customer with the order number, which we recommend taking note of. 

Telephone orders for documents are subject to a fee, the amount of which is specified in the ČD Tariff. The customer will be informed of the fee and of its amount by the ČD Central Customer Service operator.

3. Document 

The travel document is generated as an eTiket document in PDF format and is always sent to the customer using the e-mail address which he or she provided at the time of purchase. The customer may also provide a telephone number, to which basic information about the ticket will be sent. 

A PDF file containing the travel document must be saved electronically by the passenger in such a way so that it can be displayed immediately for inspection by the train crew and thus is not directly dependent on the availability of an internet connection. In the event that the device is inoperable (e.g. due to an empty battery, etc.), the passenger shall be required to pay on the train the fare for which he or she demonstrates eligibility, including a handling surcharge or fare surcharge.

If the passenger prints a document on his or her own printer, he or she is responsible for the adequacy of the print quality. Print quality can be verified with the help of a sample document, which is available on Printed inland and international documents must always be on A4 paper in unmodified form. A QR code is generated on the document, which must not be damaged, modified or folded.

Telephone sales are not available for the following items:
-    International travel documents for the automobile train;
-    documents available only in the Můj vlak (“My Train”) application (Monthly Commuter Ticket – 10 Days).

If multiple documents are part of one telephone order, then they will form part of one PDF file.

4. Document use

When called upon to do so by an authorised ČD employee, and always in the case of time tickets, the passenger is required to document his or her given name(s) and surname with personal identification, identification issued by ČD or by another carrier, an integrated transport system card or municipal mass transport card (provided it contains the passenger’s given name(s), surname and photograph), or with an ISIC or ITIC card. A travel document or related travel document purchased with the In Business application must bear the name of the company specified on the In Karta card which the passenger presents together with the eTiket ticket. 
In the case of OneTicket travel documents, identification is understood as any piece of personal identification.
If the passenger fails to present identification, if the name, surname or photograph (the passenger may be asked to remove a protective face covering if there is a requirement to wear such a covering) do not match the information specified on the document, or if the passenger presents a travel document purchased for a different day (different period), then this document is considered invalid. Damaged documents, documents with an illegible graphic code (including QR codes presented on a mobile telephone e.g. with a cracked display rendering the code illegible), documents bearing illegible or modified information, and documents presented more than once by two or more passengers (already used) will also be considered invalid. If a child under 15 years of age is accompanied by a passenger with his or her own identification per the Rules for Shopping in the ČD E-shop, the same name and surname can be used for the child’s document as for that of the accompanying person.

Passengers who have purchased a return document for a journey to Ukraine are required to have it stamped by ČD train personnel on the OUTBOUND journey. If necessary, passengers are required to actively search for a ČD conductor and have their travel documents stamped. Otherwise, the ticket is invalid. 

If a passenger does not have a valid document per the above-mentioned terms and conditions, he or she is considered to be a passenger without a valid travel document in the sense of the SPPO, in international transport in the sense of the Convention concerning International Carriage by Rail (COTIF), the Uniform Rules concerning the Contract of International Carriage of Passengers by Rail (CIV), and the ČD Tariff Conditions and Conditions of Carriage in International Transport (TPPM). 

5. Exercising one’s right under the contract of carriage

As is the case for eTiket documents, the exercise of one’s right (returning documents) under the contract of carriage is generally subject to the relevant provisions of the Rules for Shopping in the ČD E-shop, which are based on the SPPO in the case of inland travel documents, and on the TPPM in the case of international travel documents. 

A right (claim) under the contract of carriage may be exercised: 
-    in the ČD e-shop, by using the “Return and exchange tickets” navigation option, and in the Můj vlak (“My Train”) using the “Tickets / Return or exchange documents” tab, always by entering the transaction code and e-mail address;
-    with the help of a ČD Central Customer Service operator

In certain cases, a ticket and seat reservation may be printed together on a single document, although for purposes of processing a right (claim) exercised under the contract of carriage for reasons on the passenger’s side, handling fees will apply to the ticket and seat reservation separately. 

Refunds, less a fee per the SPPO or TPPM, will be paid out exclusively by means of a cashless transfer to the account associated with the payment card used to pay for the telephone order.

ČD is required to settle the matter and to inform the claimant of the acceptance or rejection of his or her request within three months from the request’s delivery date. 

The passenger is responsible for the correctness of the information provided by telephone to the ČD Central Customer Service operator; subsequent claims or rights exercised under the contract of carriage will not be considered.

6. Contacts

ČD Central Customer Service, tel. 221 111 122 or 

Introduction Rules We Abide By