Do you need advice? The team of expert operators of the Central Customer Services is ready to provide you with information on train connections, prices, offers or e.g. on the current situation on the railway.
Do you have something to say about a delay or an operational restriction on a line, station or stop? Please contact the infrastructure administrator directly. The Railway Infrastructure Administration (SŽ) is responsible for lines, stations, stops, platforms, station buildings, audio-visual information systems for passengers, safety equipment, crossings and closures. You will find contact information on www.spravazeleznic.cz.
Things don’t always go as planned. Every complaint helps us improve services for your next journey. We consider a complaint to be any submission in which the filer is asserting his or her rights or interests protected by law, if these were violated. You can also notify us of shortcomings or defects. In order for us to assess a complaint objectively, we ask that you please describe the situation in as much detail as possible (date, time, place or train, and a description of the event), and attach copies of travel documents if the complaint concerns them. We usually process complaints within 30 days. We will inform you in writing of the results of our investigation.
Failure to respect the timetable - regional transport (Os,Sp)
Delays
Do you need to know the duration of a delay or the reason for it?
For current connections, you can get this information using the TRAIN function on the ČD website, on the ČD mobile website (m.cd.cz), or in the Můj vlak (“My Train”) mobile application. If you’re not sure of the reason for the delay or if you need to verify its duration retrospectively, you can use the e-mail address info@cd.cz. Please use the contact form if the delay infringed upon your rights as a customer.
Missing a connection service
I missed my connecting train at the transfer station. Why didn’t it wait for the arrival of our delayed train?
A system of wait times has been set up to prevent delays from being carried over to more and more connections. The length of the wait time sets the greatest possible delay which a train can incur when departing from the transfer station. The basic wait time is 5 minutes, and this can be modified (shortened) by a symbol in the timetable. If your train is delayed, we recommend that you ask the train crew to check whether it is possible to increase the wait time beyond the set transfer time.
Do you need to know the duration of a delay or the reason for it?
For current connections, you can get this information using the TRAIN function on the ČD website, on the ČD mobile website (m.cd.cz), or in the Můj vlak (“My Train”) mobile application. If you’re not sure of the reason for the delay or if you need to verify its duration retrospectively, you can use the e-mail address info@cd.cz. Please use the contact form if the delay infringed upon your rights as a customer.
Extraordinary events
Do you need to know the duration of a delay or the reason for it?
For current connections, you can get this information using the TRAIN function on the ČD website, on the ČD mobile website (m.cd.cz), or in the Můj vlak (“My Train”) mobile application. If you’re not sure of the reason for the delay or if you need to verify its duration retrospectively, you can use the e-mail address info@cd.cz. Please use the contact form if the delay infringed upon your rights as a customer.
Service cancellation
Do you need to know the duration of a delay or the reason for it?
For current connections, you can get this information using the TRAIN function on the ČD website, on the ČD mobile website (m.cd.cz), or in the Můj vlak (“My Train”) mobile application. If you’re not sure of the reason for the delay or if you need to verify its duration retrospectively, you can use the e-mail address info@cd.cz. Please use the contact form if the delay infringed upon your rights as a customer.
Failure to respect the timetable - long-distance transport (R, Ex, IC, EC,SC, RJ)
Delays
Do you need to know the duration of a delay or the reason for it?
For current connections, you can get this information using the TRAIN function on the ČD website, on the ČD mobile website (m.cd.cz), or in the Můj vlak (“My Train”) mobile application. If you’re not sure of the reason for the delay or if you need to verify its duration retrospectively, you can use the e-mail address info@cd.cz. Please use the contact form if the delay infringed upon your rights as a customer.
Missing a connection service
I missed my connecting train at the transfer station. Why didn’t it wait for the arrival of our delayed train?
A system of wait times has been set up to prevent delays from being carried over to more and more connections. The length of the wait time sets the greatest possible delay which a train can incur when departing from the transfer station. The basic wait time is 5 minutes, and this can be modified (shortened) by a symbol in the timetable. If your train is delayed, we recommend that you ask the train crew to check whether it is possible to increase the wait time beyond the set transfer time.
Do you need to know the duration of a delay or the reason for it?
For current connections, you can get this information using the TRAIN function on the ČD website, on the ČD mobile website (m.cd.cz), or in the Můj vlak (“My Train”) mobile application. If you’re not sure of the reason for the delay or if you need to verify its duration retrospectively, you can use the e-mail address info@cd.cz. Please use the contact form if the delay infringed upon your rights as a customer.
Service cancellation
Do you need to know the duration of a delay or the reason for it?
For current connections, you can get this information using the TRAIN function on the ČD website, on the ČD mobile website (m.cd.cz), or in the Můj vlak (“My Train”) mobile application. If you’re not sure of the reason for the delay or if you need to verify its duration retrospectively, you can use the e-mail address info@cd.cz. Please use the contact form if the delay infringed upon your rights as a customer.
Extraordinary events
Do you need to know the duration of a delay or the reason for it?
For current connections, you can get this information using the TRAIN function on the ČD website, on the ČD mobile website (m.cd.cz), or in the Můj vlak (“My Train”) mobile application. If you’re not sure of the reason for the delay or if you need to verify its duration retrospectively, you can use the e-mail address info@cd.cz. Please use the contact form if the delay infringed upon your rights as a customer.
Did you not find the answer to your complaint above?
Every compliment is an important feedback for us which we can use for our next work with pleasure. For this reason we would like to thank you in advance for every message stating that we did something well, and we would like to ask you for a description of the situation (date, time, place or train) as exact as possible.
The EU Regulation on personal data protection (GDPR) provides you with a guarantee of exercising certain rights connected with the processing of your personal data towards us, when we are acting as the controller of you personal data. In order that we can simplify this process, we have prepared answers to some frequently asked questions connected with the personal data processing. For this reason, please have a look at the section entitled “Questions and Answers” and provided for below. In case you do not find an answer to your question or if you continue to insist on the exercising of your rights, please download our form for the exercising of the Customer’s rights regarding personal data. You can print the form or you can fill in the same in an online way and then you can upload it to the web site with your guaranteed electronic signature; in the case that you are a holder of the loyalty In Card, you can upload the form after logging into the E-shop system even without that signature. You can send the form with the guaranteed electronic signature also by e-mail or as a letter which is provided with your officially certified signature. Alternatively you can file it at the filing office in the headquarters of our company at the address České dráhy, a.s., Generální ředitelství (General Directorate), Nábřeží Ludvíka Svobody 1222, 101 15 Prague 1 after submission of an identity document issued by a state administration authority. Please specify in the reference of any communication or on the envelope the subject matter (reference) “GDPR”.
privacy policy
leták s postupy pro uplatnění práv subjektu OÚ
If you hold travel documents purchased from a carrier other than ČD, please contact the carrier which issued the ticket or tickets (see the list of foreign carrier contact information). If you are exercising a claim to compensation for a ČD travel document in the case of a delayed train, you can do so by selecting one of the following options:
a) Fill in the online form on https://www.cd.cz/en/kontaktni-formular/ (“Application for Indemnification” tab - this form), and attach a file containing the travel documents in question (e.g. PDF, photograph, scan, etc.). With an international ticket purchased at the ticket counter, proceed according to point b) or c).
b) Submit the filled-in request form at the ticket counter together with the originals of the travel documents in question (eTiket documents must be printed from the PDF file on white A4 paper in the original unreduced size); the form can be obtained at the ticket counter or you can download it here and print it out.
c) Send the filled-in request form together with the originals of the travel documents in question by post to the following address: ČD, a.s. – Claims Processing Facility (OPT), Department of Portioning, Clearing and Reconciliation of Relationships, Vídeňská 15, 772 11 Olomouc, CZECH REPUBLIC.
It may be possible to process your request more quickly if you also submit documentation of the realised journey, e.g. a seat reservation, official confirmation of the delay, etc. You must exercise your claim to compensation by submitting a request no later than 3 months following the expiry of your travel document.
Did you leave anything onboard the train? If the train is still on its way, we recommend you to contact our Central Customer Services as soon as possible, by using the phone number 221 111 122. Our operators have a possibility of getting in touch with the train crew directly. All lost and found items are subsequently registered on www.eztraty.cz.
