Can’t find the information you’re looking for regarding a train journey? Ask us using the Contact form. You can also send us a complaint or appreciation.
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 (SŽDC) 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.szdc.cz.
The form is not used for requesting indemnification for a delay per EU Regulation 1371. Please send a request for indemnification by e-mail to email@example.com. To return or exchange an eTiket, please use our e-shop.
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.
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.
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.
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”.
leták s postupy pro uplatnění práv subjektu OÚ