Rights under the transport contract for journeys in the Czech Republic

Deadlines and locations for filing claims

Passengers must exercise their right under the transport contract by the deadlines and at the locations specified below, or in the case of eTiket documents in the ČD e-shop. By the same deadlines and in the same locations, the passenger can request from an authorised ČD employee merely a confirmation of the document’s non-use for the purpose of subsequently filing a claim.

• In the case of a completely unused one-way ticket, no later than on the first day of its term of validity at any ticket counter. In the case of its partial non-use during the term of validity, at the station where the passenger terminated the journey prematurely or at any ticket counter, provided the passenger presents a confirmation of the document’s non-use for the untravelled segment.
• In the case of a completely unused return ticket, no later than on the first day of its term of validity at any ticket counter. In the case of its partial non-use during the term of validity, at the station where the passenger terminated the journey prematurely or at any ticket counter, provided the passenger presents a confirmation of the document’s non-use for the untravelled segment.
• In the case of a partially unused ticket for multiple passengers used by fewer persons than the number for which it was issued, no later than on the first day of its term of validity at any ticket counter together with a confirmation of the actual number of passengers issued at the boarding station for the given direction of travel or by the conductor on the train used. In the case of a group discount, when the number of passengers declines below the minimum number for granting the discount, the passengers lose their eligibility for a group discount.
• In the case of eTiket travel documents, passengers must always exercise their right under the transport contract (file a claim) for the entire travel document. Only in the case of eTiket tickets with a group discount is it possible to claim partial non-use of a ticket if a lesser number of passengers travel; this must be documented with a confirmation of the actual number of passengers issued by the conductor on every train used. If, on the day of exercising his or her right under the transport contract, the passenger first purchases a document for the new extent of services (e.g. for a lesser number of passengers) for the same day and passenger, and marks the unused documents (persons or services), then when processing the claim arising from the right exercised under the transport contract the service charge will be applied only to the accordingly marked unused documents.
• In the case of complete non-use of a one-day network ticket, by 8:00 a.m. on the first day its term of validity at any ticket counter.
• In the case of a completely unused commuter ticket, no later than on the first day of its term of validity at any ticket counter.
• In the case of a partially unused commuter ticket, during its term of validity at any ticket counter.
• In the case of a completely unused customer application on an In Karta card (IN 25, IN 50, IN 100, IN Důchodce (“IN Pensioner”), IN Senior or a time upgrade to 1st carriage class), no later than on the first day of the application’s term of validity at any ticket counter.
• In the case of a completely unused KMB booklet, at any time during the booklet’s term of validity at any ticket counter.
• In the case of non-use or exchange of SC reservations or railjet Business reservations, by the train’s scheduled departure time from the boarding station at any ticket counter.
• In the case of non-use or exchange of a sleeper or couchette supplement, by 24:00 (midnight) on the day preceding the train’s departure or no later than by the train’s scheduled departure time from the boarding station (affects the amount of the refund) at any ticket counter authorised to sell international travel documents.
• In the case of non-use or exchange of seat reservations or seat reservations with a reservation for a bicycle, by 24:00 (midnight) on the day preceding the train’s departure or no later than by the train’s scheduled departure time from the boarding station (affects the amount of the refund) at any ticket counter.
• For a transferable In Karta card, the right under the transport contract can only be exercised by the contact person of the company with which ČD concluded the contract on the issue of transferable In Karta cards, at a ticket counter or at the business department of the ČD General Directorate, or by post on České dráhy, a.s. – Claims Processing Facility (OPT), Department of Portioning, Clearing and Reconciliation of Relationships in Passenger Transport, Vídeňská 15, 772 11 Olomouc, CZECH REPUBLIC.

If the passenger fails to proceed in accordance with deadlines, locations or other announced terms, then the claim arising from the right exercised under the transport contract will not be recognised.

Recognised sum

In the case of fulfilment of the terms and conditions for exercising a right under the transport contract, the recognised sum is calculated from the price specified on the travel document or supplement, or from the price paid.

• The recognised sum for a completely unused one-way or return ticket or ticket with a group discount is equal to the price for which the ticket was sold, which is specified on the ticket.
• The recognised sum in the case of a partially unused one-way ticket is calculated as the difference between the fare paid and the fare for the actually travelled route.
• The recognised sum in the case of a partially unused return ticket is calculated as the difference between the price paid for the return ticket and the price of a one-way ticket for the actually travelled segment in the OUTBOUND direction, or the sum of the prices for one-way tickets for the OUTBOUND journey and the part of the RETURN journey, and always for the fare per the TR 10 Tariff or PTV decree for which the passenger demonstrates eligibility.
• The recognised sum in the case of partial non-use of a ticket with a group discount by a lesser number of passengers is always calculated from the fare price for the last passenger (from the sum of the fare prices for the last passengers) in the group.
• The recognised sum from a fare upgrade bound by a number to the original ticket and from mutually interlinked tickets (e.g. a joint travel document for certain commercial offers per the TR 10 Tariff or acquisition offers announced in the PTV, divided fares, fares for ČD /other rail carriers, etc.) is calculated from the sum of the prices of all tickets (as from one document).
• The recognised sum in the case of partial non-use of a commuter ticket is calculated as the difference between the price paid for the commuter ticket and the product of the price of a return ticket for the same route, granting the same eligibility for a discount, and the number of working days which have passed and at most two non-working days during the commuter ticket’s term of use, including the day on which the right under the transport contract is exercised.

Service charge

If the passenger requests that the refund of the recognised sum be paid out in cash or transferred to his or her bank account, a service charge is always deducted, and the resulting figure is rounded mathematically to the nearest valid nominal value of the statutory currency in circulation.

When returning one-way, return or network tickets, the service charge is:

• until 24:00 (midnight) on the day preceding the first day of the document’s term of validity:
  • 0% when returning the document, if the passenger, on the date of exercise, first purchases a new document for a different departure date on the same or a longer route and direction, for the same number of passengers, and in the case of eTiket documents also for the same passenger (exchange),
  • 10% of the price of each document separately, but no less than CZK 35, in the case of its return (the passenger does not travel),
• on the first day of the term of validity or, for return tickets not used for the RETURN journey, during the term of validity:
  • 50% of the price of each document separately, but no less than CZK 100, in the case of its return (the passenger does not travel).
• no later than on the first day of validity for tickets with a group discount:
  • 50% of the price of the document, but no less than CZK 100, when returning a ticket for reasons of complete non-use (the passengers will not travel)
  • 0 % of the price of the travel document when returning a partially unused ticket used by a lesser number of passengers

When returning commuter tickets, the service charge is:

• 0% if the passenger, on the date of exercise, first purchases a new document with a different first day of validity and for the same route (exchange) no later than by 24:00 (midnight) on the day preceding the first day of the document’s term of validity,
• 10%, but no less than CZK 35, if returning a completely unused document no later than on the first day of its term of validity,
• 10%, but no less than CZK 35, if returning a partially unused commuter ticket.

When returning SC reservations, railjet Business reservations, or reservations for a bicycle, the service charge is:

• by 24:00 (midnight) on the day preceding the departure date:
  • 0% when returning the document, if the passenger, on the day of filing the claim, first purchases a new document for the same number of passengers, on the same route and in the same direction, and in the case of eTiket documents also for the same passenger on the same or a different departure date (exchange),
  • 10% of the price of each seat separately, but no less than CZK 35, if returned completely (the passenger does not travel),
• on the day of departure, but no later than by the train’s scheduled departure time from the boarding station:
  • 0% when returning the document, if the passenger, on the date of exercise, first purchases a new document for the same number of passengers, on the same route and in the same direction, and in the case of eTiket documents also for the same passenger on the same or a different departure date (exchange),
  • 50% of the price of each seat separately, but no less than CZK 100, if returned completely (the passenger does not travel).

When returning reservations, or sleeper and couchette supplements, the service charge is:

• by 24:00 (midnight) on the day preceding the departure date:
  • 0% when returning the document, if the passenger, on the date of exercise, first purchases a new document for the same number of passengers, on a different connection on the same route and in the same direction, and in the case of eTiket documents also for the same passenger on the same or a different departure date (exchange),
  • 10% of the price of each seat separately, but no less than CZK 35, if returned completely (the passenger does not travel),
• on the day of departure, but no later than by the train’s scheduled departure time from the boarding station:
  • 10% of the price of each seat separately, but no less than CZK 35, when returning a document, if the passenger, on the date of exercise, first purchases a new document for the same number of passengers, on a different connection on the same route and in the same direction, and, in the case of eTiket documents, also for the same passenger on the same or a different departure date (exchange),
  • 50% of the price of each seat separately, but no less than CZK 100, if returned completely (the passenger does not travel).

In the sense of the Transport Code (PŘ), the service charge expresses the justified amount of expenses borne by the carrier when a right is exercised under the transport contract. If the calculated refund amount is negative, it will not be paid out, nor will the passenger pay the difference. The passenger will receive a confirmation for the paid service charge.

If the passenger decides to credit the refund of a recognised sum from tickets paid for in cash, with a payment card or from an EPIK to his or her electronic wallet (EP account) or ČD Credit account and exercises his or her right under the transport contract within 24 hours of the day preceding the first day of the document’s term of validity, then the service charge is always in the amount of 0%. These funds can only be used to pay for travel documents and services; they cannot be withdrawn in the form of a reverse exchange at the station or through OPT. A refund to an EP account can be requested only at the ticket counter or in the ČD e-shop. A refund to a ČD Credit account can only be requested in the ČD e-shop. Refunds for reservation documents cannot be credited to an EPIK account or to a ČD Credit account.

A claim to a refund arising from an exercised right under the transport contract will not be granted in these cases:

• if it is specified in the terms and conditions of individual offers in the TR 10 Tariff or a PTV decree,
• in the case of complete or partial non-use of documents paid in kind or marked with the text “úvěr” (“credit”),
• in the amount of a voucher with which the travel document was paid for in part or in full, if this voucher was not purchased at a ČD ticket counter or in the ČD e-shop (for the portion of the price paid for in cash, the provisions of Article 270 of the SPPO apply),
• in the amount of a credit note with which the travel document was paid for in part or in full (for the portion of the price paid for in cash, the provisions of Article 270 of the SPPO apply),
• in the case of partially unused customer applications on an In Karta card, network tickets, weekly commuter tickets, filled-in cells in a KMB booklet, and eTiket tickets,
• for reasons of improper use or erroneously entered data by the passenger when purchasing eTiket tickets or tickets from a ticket vending machine,
• for unused services tied to an In Karta card, if the passenger relinquished his or her right to use these documents and requested that his or her personal information be erased from the record,
• for an unused reservation, or sleeper or couchette supplement, after it has been occupied by another passenger, if the passenger failed to occupy it within 15 minutes following the train’s departure from the boarding station specified on the document,
• in the case of the Children on an Excursion by Pendolino discount for passengers whose number declines below 10 persons,
• for the fee for using the TeleTiket service,
• if the passenger was justifiably, in the sense of the SPPO, excluded from transport by an authorised ČD employee.

Luggage

A passenger has the right to return a completely unused document for the transport of luggage for reasons on his or her side provided he or she exercises this right no later than on the first day of the term of validity. No service charge will be deducted from the recognised sum. The appropriate place for exercising one’s right and for paying out a refund in cash is always a ticket counter in the station where the document was issued and paid for.

Details are available in the ČD Contractual and Transport Terms for Public Passenger Railway Transport (SPPO).

Exercising your right under the transport contract (filing a claim) for reasons and obstacles not on the passenger’s side

All refunds of fares are performed without a service charge if the reasons are not on the passenger’s side.

The passenger need not have a confirmation of the factual basis for exercising his or her right under the transport contract, unless stipulated otherwise for specific cases. Upon the passenger’s request, however, an authorised ČD employee (usually the conductor) will always issue a confirmation of events which have occurred.

Delayed train, missed connection

If the train which the passenger used, unexpectedly terminates its journey before reaching its destination station, or if it arrives with a delay at a transfer station, or if it is evident that it will arrive with a delay at a transfer station, causing the passenger to miss the connecting train in the direction of his or her destination station, or if the train has exhausted its capacity for oversized luggage or luggage storage during transport, then the passenger shall have the right to choose one of the following options:

• to be transported to his or her destination station aboard the next suitable train (passengers can make use of this option if they are informed of it by an authorised ČD employee (e.g. the cashier) orally, in a station loudspeaker announcement or on a notice board)
• abandon the rest of the journey and exercise his or her right under the transport contract (file a claim), in which case the passenger will be refunded the fare for the untravelled segment;
• abandon the rest of the journey and exercise his or her right to return transport to the original boarding station free of charge.

In exceptional cases (e.g. after missing the last connection which would allow the passenger to complete the journey during the ticket’s term of validity), an authorised ČD employee (generally the cashier) will secure, upon the passenger’s request, an extension of the ticket’s term of validity for a period necessary to complete the planned journey, and will confirm this modification on the ticket with a stamp.

Connecting train

For purposes of exercising the passenger’s right under the transport contract, trains designated in the official edition of the timetable as not being connecting trains, and trains travelling in opposite directions on the same line, are not considered to be connecting trains.

Train delay from the boarding station

If the train on which the passenger wanted to travel has a delay at its boarding station, is cancelled, travels only for part of the line, or has exhausted its capacity for oversized luggage or luggage storage during transport, then the passenger shall have the right to abandon the rest of the journey and exercise his or her right under the transport contract (file a claim). The passenger will be returned the fare and all fees paid for the planned journey; holders of ČD Kilometric Banks will have the logged journey annulled and will receive replacement control coupons.

Journey on a different route

If the passenger is transported for reasons on the side of ČD on a different transport route from that for which the ticket was issued and it was not an operational detour on a different line, he or she shall be entitled to a fare refund for the untravelled tariff kilometres. In this case, a passenger can only exercise his or her right under the transport contract on the basis of a confirmation issued by the conductor (an authorised ČD employee).

Seat reservations, sleeper and couchette supplements

A passenger is entitled to a refund of the price paid for a seat reservation, SC seat reservation / railjet Business seat reservation, seat reservation with a reservation for a bicycle, or fee for reserving a seat, if he or she was not allocated any seat on the train specified on the document in the carriage class for which the document was purchased, or a space for placing a bicycle, even for part of the route or if he or she missed a connection to the train for which the document was purchased. A passenger is further entitled to be paid out a sum in the amount of five times the price paid for a reservation, SC reservation / railjet Business reservation, seat reservation with a reservation for a bicycle, or fee for reserving a seat, if he or she travelled on the connection specified on the reservation document and was not allocated a seat or space for placing his or her bicycle for the entire journey. He or she must document this fact with a confirmation from the conductor (an authorised ČD employee). In the case of a seat reservation for CZK 0, the passenger is entitled to be paid out five times the price of a reservation in the amount of CZK 35.

A passenger is entitled to a refund of the price of a sleeper or couchette supplement if on the train specified on the document he or she was not allocated any space for lying down between the hours of 22:00 (10 p.m.) and 8:00 (8 a.m.), even for part of the route or if he or she missed a connection to the train for which the reservation was purchased. A passenger is entitled to a refund of the difference between the price paid for the sleeper or couchette supplement and the price of the service actually provided (if he or she was allocated a space of a lower category in a sleeper / couchette carriage). A passenger is further entitled to be paid out a sum in the amount of five times the price of a seat reservation for CZK 35, if he or she was not allocated any seat for the entire route of the journey on the train specified on the document. He or she must document this fact with confirmation from the conductor (an authorised ČD employee) or an employee of the service organisation on the relevant train (the conductor of the sleeper or couchette carriage).

Non-use of a seat

A passenger with a one-way or return ticket for 1st class has the right to a refund of the differential paid fare between 1st and 2nd class or to an adjustment of the entry in a ČD Kilometric Bank (with the return of kilometres and control coupons) for a segment in which he or she could not use or refused to use 1st class (e.g. due to the substandard state of the 1st class carriage or compartment). The passenger must document this fact with a confirmation from the conductor (an authorised ČD employee).

Luggage

A passenger has the right to a refund of the price of an unused document for the transport of luggage in the full amount if he or she could not commence the journey because the train’s capacity for transporting oversized luggage was exhausted or if the carriage enabling such transport was exceptionally not included; the claim must be based on a confirmation by an authorised ČD employee. A passenger has the right to a partial refund of the price of a document for transporting oversized luggage for the unused segment without a service charge, if he or she abandoned the journey for reasons on the railway’s side.

SuperCity and railjet trains

A passenger is entitled to a refund of the price paid for an SC reservation or railjet Business reservation:

• in the event of a delay of a category SuperCity or railjet train of 60 minutes or more, or in the event of the use of substitute bus transport instead of a category SuperCity or railjet train, even for part of the route;
• if a category SuperCity or railjet train is substituted, even for part of the route, by a train other than a Pendolino unit (class 680) or railjet unit (does not apply if a SuperCity train is operated by a different type of high-speed train, e.g. by a railjet unit, etc.).

Non-provision of marketing bonuses (e.g. premium or bonus services) which are not part of the transport contract does not constitute the basis of a claim to a full or partial refund for a fare, reservation, SC reservation or railjet Business reservation.

In Karta

The holder of a ČD customer application recorded on the chip of a card is entitled to a refund of the price paid for the application in the event that, during the course of its term of validity, changes or adjustments are made to its terms and conditions. The refund is calculated as a proportional amount of the price per day for the period from the day following the day on which the passenger exercised his or her right under the transport contract (filed a claim) through the last day of the paid application’s term of validity.

No claim to a refund arises in the event of changes to prices announced in the TR 10 Tariff or in a decree published in the Transport and Tariff Bulletin (PTV).

A passenger is entitled to recognition of the bonus loyalty programme, even in the event of partial non-use of a ticket for the part of the journey which he or she realised.

Details are available in the ČD Contractual and Transport Terms for Public Passenger Railway Transport (SPPO).