FAQ – Paper Train Tickets Delivery
TABLE OF CONTENTS:
- A)
Emailing the tickets
- B)
Picking up the tickets (where, when,…)
- C)
Choosing the delivery address (hotel, apartment,
friend's address, …)
- D)
The delivery process (change of address, problems, …)
- E)
Delivery and handling charges
- More
information about the delivery methods (FedEx, DHL, mail, courier,
pick-up)
A) E-MAILING THE TICKETS
1. Can you send me the tickets by email?
NO. If you bought hard-paper train
tickets, you must have the ticket originals while travelling. That is why you
must either collect the tickets in person in our Prague office or let it deliver
physically to your home/work/hotel address.
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B) PICKING UP THE TICKETS
2. Can I pick up my tickets at a train station in
Prague/anywhere else?
NO. We offer pick-up only in our Prague office.
Another option is delivery of the tickets to your home/work/hotel address.
3. Is your office at a train station?
NO. Our office is near the
Prague castle. It is a famous tourist destination. We recommend coming to our
office on your way to/from the castle. Take subway to station
Malostranská (green line). Then one stop by trams 12, 15, 20 or
22 to Malostranské náměstí. How to get from the tram stop to our
office – map
4. When can I pick up the tickets?
Make sure to come during the visiting hours. Monday
– Friday, 9 am – 5 pm.
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C) CHOOSING A DELIVERY ADDRESS
5. Can you deliver my tickets worldwide?
YES. We deliver almost all around the
world. Make sure to put all details about your residential/work address
correctly while ordering the tickets.
6. Can you deliver the tickets to an AirBnB/rented
flat/apartment and such?
NO. Unless there is a reception desk at
that address we cannot deliver to any accommodation like this. The tickets must
be signed for by somebody-that is why the delivery to rented flats almost always
ends up with failed delivery and loss of tickets.
7. Can you deliver the tickets to my
friend's/landlord's/host's address?
YES, BUT. You must address it to the real
recipient's address including his/her name+e-mail+cell phone number.
8. Is it safe to deliver the tickets to my
hotel/hostel?
YES. We deliver the tickets to
hotels/hostels all around Europe daily. The accommodation must have a reception
desk. You must write us the name under which you booked the hotel and your
check-in date. The tickets will arrive few days before your arrival there and
they have to accept them for you, so we recommend to inform the hotel about the
upcoming envelope's arrival. Further you will also receive a tracking number,
so that you can follow the delivery progress.
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D) THE DELIVERY PROCESS
9. Can the delivery service/post leave my tickets in my
mailbox?
NO, NEVER. Delivery companies can never
just drop the envelope in the mailbox, rather somebody has to sign for it.
10. Can I change my delivery address?
YES (IF). If the tickets were not
sent yet, the change of address is free of charge. If the tickets are
being delivered already, you will have to pay a fee of approx. 12 EUR to make
this change happen (if the reroute is within one city). This service is never
100% guaranteed. If you are asking for reroute NOT within one city, additional
charges apply. Please note that these charges are usually very high.
11. What if my tickets get lost during the
delivery?
COURIER to a Prague hotel: If the tickets
are lost in a hotel, you need to make the claim there.
POST: The parcel is neither tracked nor
insured. You will have to buy completely new tickets.
DHL, FEDEX: The parcel is insured, you
will get completely new tickets or a full refund.
12. What if the delivery fails?
You do not receive any refund or compensation if
the delivery fails due to:
- an incorrect or incomplete delivery address
- incorrect contact information (functional telephone, e-mail)
- the fact that you are unavailable and nobody is at the delivery
address.
- failing to comply with any obligation listed in this document
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E) DELIVERY AND HANDLING CHARGES
- FedEx, DHL: 22 – 40 €, depending on
country+city+zip code combination.
- Regular mail (Standard Post): 16 €
(Europe only)
- Prague hotel Courier delivery: 15 €
- Collection from Prague office: 10 €
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F) MORE INFORMATION ABOUT THE DELIVERY METHODS
There are 4 forms of delivery.
FedEx express service to your home/work
address or hotel
- The parcel is insured and contains a tracking code which is automatically
sent to your e-mail address immediately after the tickets are sent.
- The usual shipping time is 1–2 days around Europe, 2–3 days in the rest
of the world except for remote locations.
- FedEx delivers the train tickets to the requested address during the day and
in person. If the deliveryman cannot reach the address indicated by you (e.g.
unknown address, unknown addressee, incomplete address, wrong address, nobody is
available at the address), then the parcel is stored in a local FedEx office for
you to collect.
- In case you order a delivery to your work address, the deliveryman usually
tries to perform the delivery twice and leaves a note at the address on the
expected time of the delivery.
- If the delivery fails (nobody collects train tickets) the parcel is returned
to us and will be destroyed and you have to order the product and the
delivery again.
- Once provided, the address cannot be changed after the sending of the
tickets. Changes to delivery address information after the order has been
shipped will result in at least 12 € charge (only advanced payment with
credit card is accepted).
- We are unable to process orders for delivery to P.O. Boxes or APOs, rented
flats like AirBnBs etc..
- A correct address and telephone number are necessary for the delivery. An
incorrect shipping address and/or telephone number may result in return delivery
without any possibility to claim a full refund (see the Refund
section).
DHL express service to your home/work address
or hotel
- The parcel is insured and contains a tracking code which is automatically
sent to your e-mail address immediately after the tickets are sent.
- The usual shipping time is 1–2 days around Europe, 2–3 days in the rest
of the world except for remote locations.
- DHL delivers the train tickets to the requested address during the day and
in person. If the deliveryman cannot reach the address indicated by you (e.g.
unknown address, unknown addressee, incomplete address, wrong address, nobody is
available at the address), then the parcel is stored in a local DHL office for
you to collect.
- In case you order a delivery to your work address, the deliveryman usually
tries to perform the delivery twice and leaves a note at the address on the
expected time of the delivery.
- If the delivery fails (nobody collects train tickets) the parcel is returned
to us and will be destroyed and you have to order the product and the
delivery again.
- Once provided, the address cannot be changed after the sending of the
tickets. Changes to delivery address information after the order has been
shipped will result in at least 12 € charge (only advanced payment with
credit card is accepted).
- We are unable to process orders for delivery to P.O. Boxes or APOs, rented
flats like AirBnBs etc..
- A correct address and telephone number are necessary for the delivery. An
incorrect shipping address and/or telephone number may result in return delivery
without any possibility to claim a full refund.
- DHL also offers to pick up their parcels at their Service Points in
Budapest, Berlin and Vienna, this may help if you stay in AirBnb in
those cities. If you prefer to have your tickets delivered to a DHL Service
point, get in touch with us before making the order.
Regular Mail (Standard Post) delivery
This option is available only for parcels costing up to €
200 (Europe only).
The envelope is not insured and does not offer any real-time
tracking outside of the Czech Republic. If the tickets are not delivered
in time or not delivered at all (incorrect address, envelope lost on
the way…), Czech-Transport does not bear any responsibility for that
and no claims will be accepted.
The Regular Mail (Standard Post) delivery follows
these steps:
- If the ticket value is over €200, we contact the customer. Another
delivery method must be chosen and the delivery fee balance must be paid.
- Once the tickets are printed, they are shipped to the requested address. The
customer receives the tracking number by e-mail.
- In most countries, the customer must be at the delivery address to accept
the delivery personally – if there is no one at home, the envelope is
stored at the local post office for a period of time (usually 10 days)
before the parcel is returned/destroyed.
- The usual shipping time is 7–14 working days. This shipping time is NOT
guaranteed though!
- If the customer does not receive the parcel within 15 business days, they
are obliged to contact the local post office with the
parcel's tracking number from Czech-Transport.
Courier delivery to Prague hotel/hostel
- This is the recommended delivery method for customers whose trip starts in
Prague and who are staying at least one night in a hotel/hostel with a
reception desk.
- During the booking process you will be asked for the
hotel's name+address, your check-in name and check-in date. You are
responsible for giving us complete and correct
information.
- Courier delivery follows these steps: After printing, the
tickets are stored in our office until few days before the provided check-in
date. Then the courier delivers the tickets to the front desk of the
hotel/hostel (usually 1–3 days before the check-in). The receptionist signs
for the envelope with the tickets and keeps them stored at the reception for the
customer. Then the customer receives an e-mail notification about the successful
delivery. Customers should ask for the envelope from Czech-Transport after their
arrival.
- We strongly recommend to notify the hotel/hostel reception about the
upcoming envelope's delivery
- We never deliver to accommodation without a
reception desk.
Any repeated deliveries caused by the customer not providing correct
information will be charged (€5–20).
Collection in our Prague office
- This is the recommended delivery method for customers whose trips start in
Prague and have enough time to visit our office during the opening hours
(Monday – Friday 9 am – 5 pm). The office is closed during weekends.
Tickets cannot be picked up at any train station, only in our office in
Prague.
- The Pickup delivery follows these steps: During the booking
process the pick-up date is chosen. After the tickets are printed, customers are
notified by e-mail. The tickets are stored in our office in an envelope with
customer’s name on it. Customers can come to the office anytime during the
opening hours on or before the provided pick-up date. The staff will hand over
the tickets and explain how to use them. Customers have to sign for the
tickets.
- If tickets are not collected in time, they expire without any possibility to
claim a refund.
- You can ask someone to pick up the tickets in our office on your behalf, in
such a case please inform us beforehand
- We can change this type of delivery to „Courier delivery to Prague
hotel/hostel“, if the customer provides us in time with complete delivery
information (the name of the hotel/hostel, its address, the guest's check-in
name and the check-in date) and pays €5 delivery fee difference. This charge
is €10 instead if the request is made less than 48 hours prior to the train
departure.
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Last update: 2024-05-02