Complaints

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.

In the following form it is necessary to fill in at least the items marked with *.

TOPIC*

GIVEN NAME AND SURNAME

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Electronically by using the e-mail message In writing by using the postal address

E-MAIL ADDRESS*

STREET*

NUMBER*

CITY*

ZIP*

DATE AND TIME OF THE EVENT

DATE OF THE EVENT

TIME OF THE EVENT

PLACE OF OCCURRENCE

PLACE OF OCCURRENCE* Train Railway station Another place

TRAIN NUMBER / NAME*

If you do not know it, state at least the departure time and the station.

CAR NUMBER

SEAT NUMBER

If you do not know it, state at least the order of the car behind the locomotive.

RAILWAY LINE SECTION

STATION

EMPLOYEE’S NUMBER

If you do not know it, state at least their name or a basic description if the complaint concerns that person.

WHAT HAPPENED*

2,000 characters as a maximum, 2000 left.

Attachments / tickets / other documents

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I agree with the forwarding of my submission to another railway carrier taking part in fulfilment of the transport contract, to the Railway Infrastructure Administration, to the JLV catering company, to the Rail Authority, to the Rail Safety Inspection Office, to the Transport Infrastructure Access Authority or to the Ministry of Transport if ČD finds out that the processing of my submission is not in the ČD competence and if it at the same time believes that the processing thereof may be in the competence of any of the above-mentioned entities.