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FAQ :: FAQ - Actual Train Tickets

FAQ – Actual Train Tickets

TABLE OF CONTENTS:

  • A) Before the purchase (when to buy the tickets, payment problems, seat reservations, delivery)
  • B) After the purchase (no confirmation, sold out tickets, choosing your seat/bed, stopping along the way, exchanges, refunds, price issues, don't understand the tickets, lost tickets)
  • C) At the station, On the train (when to arrive at a train station, finding the platform, missed train, refreshments, getting off the train)
  • D) General questions (pets, 1st vs. 2nd class, Eurail passes, Luggage, High speed trains)

A) Before the purchase

0. What type of tickets should I buy?

You can choose from these three options:

  • 1) Ticket and reservation

    This is the default and recommended option for most of our customers. Passengers with this ticket type receive a seat or a cabin reservation and tickets for the specific route, day and train. Customers cannot use these train tickets to board another train – even on the same route, and cannot get off and on the train along the way.

  • 2) Ticket only (without seat reservation)

    Passengers, who choose this option, travel only with tickets printed for a specific route, day and train. They do not have any assigned seats, couchettes or beds and have to find their own seats on the train. On busy routes or during the summer season if there are no free seats, you may spend your trip standing in the corridor.

    This is the only option available on some of the regional routes where no seat reservations exist (Krakow-Oswiecim, Bratislava-Vienna…). This option cannot be used for overnight and certain high-speed trains.

  • 3) Rail Pass seat/cabin reservation (without ticket)

    This ticket type is only for Interrail or Eurail Pass holders. They receive from us only a seat or a cabin reservation.

    For travelling on a train passengers have to always have tickets or Interrail or Eurail Passes. Do not forget to ensure that you have a valid Rail Pass, for the whole trip. Otherwise you will be charged for tickets (plus a fine) on the train. Having only the reservation is not sufficient. Czech-Transport doesn’t accept any claims for these charges.

• Find out more about rail passes and reservations for Interrail and Eurail pass holders.

1. Can I buy tickets you do not offer on your website?

YES. If your destination is not in our standard offer, write us an email with your travel details (When, Where, Number of passengers, etc.). We will get back to you with a schedule and a price.

2. When can I book my tickets?

In 90% of cases standard train ticket booking opens 60–90 days before the departure date. We require at least 1 working day for processing the order. That is why the booking is closed 2–5 days before departure.

3. Should I buy the tickets in advance?/Can I buy them at a train station?

YES. / YES. We generally recommend to buy the tickets at least few weeks in advance, as soon as you know your travel dates. Mainly if you want to travel in the 1st class or on a night train, then you should buy the tickets well in advance, because the availability is limited. Buying tickets at the train station is possible (subject of availability), but the prices may be different.

4. Problems with payment.

If you have problems with a credit card, please, use PayPal as an alternative payment option or e-mail us all information about your travel plans so we can send you payment instructions on-line (payment by credit card) or a proforma invoice (bank transfer). You can also pay directly in our office in Prague. We accept cash (EUR, CZK) or credit cards. The order confirmation is sent to you and to us only after a successful payment.

5. Why is it important to give you a mobile phone number and two e-mails?

Sometimes there is somebody (we, the delivery company, a taxi driver or the bus company), who need to contact you urgently. By requiring two e-mails we reduce the chance that all the communication is directed to your spam/junk folder and deleted. The more reliable contacts of you we have, the lower is the chance something goes wrong with your order or delivery.

6. Do I have to reserve seats?

NO. On most of the day trains seat reservations are not compulsory. But without a seat reservation you will need to find an unoccupied seat and if the train is full, you may spend the journey standing in a corridor.

YES. Some high-speed day trains and all night trains require a seat reservation.

7. Can I apply for a group discount?

YES, but you don't have to. The group discount is available if the number of travellers is more than 5. Here is more information. Even if you do not write to us and apply for the discount, we will automatically recalculate the ticket's price and issue an appropriate refund.

8. How can I get the tickets delivered?

Paper tickets are valid only if you have the original tickets and show them to a conductor on the train. To receive the tickets there are following three options:

  • Courier to a hotel in Prague, 20 EUR handling fee, (courier delivers the tickets to a reception desk)
  • Collection from our Prague office, 15 EUR handling fee
  • Post, Fedex or DHL delivery. The tickets can be sent anywhere around the world. Price depends on the destination (€20-€40).

• More information about the delivery methods.

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B) After the purchase

9. I have not received my confirmation e-mail.

First, please, double-check if your payment was successful. If your bank account is not charged, the order is not generated. Sometimes the amount is deducted from your account and refunded within 24 hours if your payment is not successful. You need to repeat the payment then.

If the payment went through and you miss the confirmation, please, double-check your spam (junk) folder first. Then send us the payment details and we will double-check if we have the payment or if it is blocked by the bank.

10. Why the tickets get sold out?

Have you booked a ticket, received a confirmation and soon after that an e-mail saying that the tickets are not available? Unfortunately our reservation system is not directly connected to the booking system of the Czech Railways. Even if you receive the confirmation after the successful purchase, tickets can be sold out before we process the order. We are trying our best to satisfy our customers. Therefore in these situations we always offer a full refund and other available alternatives to you.

11. Can I choose my seat/bed/couchette?

NO. The seats and beds are chosen by the booking system automatically. You will sit next to a window if possible. If you travel with a partner or in a group, one person should make the booking for all the participants. This ensures that the booking system will look for the closest available seats or beds in the same cabin.

12. Can I get off the train and stop somewhere before I reach my destination?

In most cases NO, because the train tickets are valid only for the date, the time and the train you ordered. Customers, who want to visit a city on the route and then continue on a later train, have to buy separate tickets. Sometimes it is possible to use an earlier or a later train (depending on the route and the ticket type). Customers should contact us before the trip with the request/query.

13. How can I cancel or modify paper/actual train tickets?

If you want to cancel or exchange tickets, please, proceed according to our terms and conditions, part Exchanges and refunds. Generally you need to send the tickets back to our office. The tickets have to arrive at least 3 days before the planned departure. Then we can change or cancel them. Our cancellation fee is 20–60% of the ticket price and depends on the ticket type.

If the order has not been printed yet (status pending), it can be cancelled by email. The cancellation fee is 10% of the total price of the order in such case.

14. The price on tickets is different than the one I paid.

By purchasing the train tickets you agree with our prices. This is clearly stated in our terms and conditions. Our prices do not have to correspond with the ones at your tickets – we must pay various fees and taxes in order to provide these tickets for you. See our price list to verify that the price you paid is correct.

15. I do not understand my tickets / reservation.

Usually you have several tickets stapled together, because we print special tickets for each of the countries you pass.

• For more information about how to interpret the tickets and reservations follow here.

16. I do not have my tickets (lost, stolen, damaged tickets).

Passengers must be in possession of valid tickets at the time of travel and must be prepared to present them when required. An order confirmation, an invoice, any scan or copy of the tickets are not accepted as a substitute for your tickets. Czech-Transport.com cannot replace lost, stolen, damaged or mislaid tickets. In such circumstances passengers must purchase new tickets.

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C) At the station, On the train

17. How do I find the platform number?

In most cases the numbers of platforms are not written on the tickets. They are usually announced about 20 minutes before the departure at the train station and are visible on departure screens.

18. Do I have to check in for international journeys?

NO. The tickets we sell are valid travel documents. All you have to do is board the train and find your seat/couchette/bed and wait for a conductor to check your tickets. Of course you need to have valid travel documents on you too (ID card or passport).

19. How soon do I have to arrive at the station?

Try to avoid arriving at a station a couple of minutes before your train departs. Stations, which you haven’t visited yet, can be confusing and you have to find your platform. We recommend arriving to the train station at least 20 minutes before the train departure.

20. Do conductors speak English?

YES, conductors on international trains should be familiar with a basic level of English.

21. What if I miss the train?

It depends on the type of your ticket. In most cases if you miss the train, you need to buy completely new tickets. Sometimes, if you travel on a day train with normal tariff tickets, all you have to do is buy a new seat reservation at the train station and you can travel by the next train departing on the same day. Please ask directly at the ticket office at the train station about how to proceed.

22. Can I buy refreshment on the train?

Generally YES. On day trains, there can be restaurant or bistro carriages. (The train composition: click on a name of your train and then a link „train composition“ will appear.) Or there are refreshment trolleys providing in-seat service. On night trains, you can buy some refreshments from a carriage attendants. There are no restaurant cars on night trains. You can also take your own food on board of any train.

23. How will I know when to leave the train?

On night trains, you can be woken up by your carriage attendant if you ask for it. You have the departure and arrival information in your order summary and on your seat/bed/couchette reservation. We recommend setting your alarm clock.

24. Can I ask for a refund if my train is delayed/cancelled?

YES, if your train was cancelled, or the delay was over an hour, or you had to travel in a lower class than you ordered. You need to:

  • Ask a conductor to confirm the problem (delay, cancellation, …). He/she will write it on the back of your ticket or give you a special document.
  • Send us originals of the tickets with description of the situation. The address is here.

We will forward it all to the railways. It has to be done within a month of the departure. They have 3 months for the investigation and to decide about the refund.

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D) General questions

25. Can I travel with a pet with a pet?

YES. Dogs and small pets up to the size of a domestic cat are transported free of charge, if they are in a suitable container (prevents damaging the carriage). These containers must be placed on the passenger’s lap or in areas for hand luggage.

Larger dogs and dogs not transported in the above-mentioned containers must have a muzzle and must be on a leash. You need a special ticket for the pet. It can be bought at a train station. The price is about a half the international 2nd class fare.

NO. Dangerous or sick pets cannot be transported. Dogs and other small pets (except for guide dogs) cannot be transported to or from Norway, Great Britain, Northern Ireland or the Republic of Ireland. For transport to Sweden (SJ) there are several restrictions (mandatory quarantine, vaccinations, etc.). For more information, visit Swedish Railways (SJ).

Pets cannot be transported on the Czech territory in the 1st class, restaurant or bistro cars. As to overnight trains, the rules connected to pets are different in each country. Before travelling on overnight trains, please, contact us or the local railways for more information.

26. What is the difference between and 1st and 2nd class?

The services are different on almost every train. Generally speaking 1st class provides better services. Seats are more comfortable and coaches are quieter with fewer passengers.

27. Luggage transport

You can travel with max. 3 pieces of hand luggage free of charge. It must be easy to handle and fit into luggage spaces (under the seats or on overhead racks). It must not inconvenience other passengers or rail operations, or cause any damage. Passengers are responsible for their luggage.

Bicycle transport is possible only on certain trains. Click on the train number/name and more details will appear. You will see if you can take the bicycle on board or not. The price for the international transport of a bicycle is 15 EUR (ticket + reservation). It is non-refundable. If you are interested, contact us at info@czech-transport.com. Write us the number of passengers and bicycles, the chosen date and time, your destination, your name, email and telephone number.

28. How do I recognize a high speed train?

Majority of the trains we sell are express trains. High speed trains are operated in France, Belgium, Netherlands (TGV, Thalys, Eurostar and Fyra trains), Germany (3rd generation of ICE trains), Italy (Pendolino).

29. Will there be Wi-Fi available on the train?

Generally NO. Wi-Fi is available only on these trains:

  • RailJet trains: Wi-Fi only on the Austrian territory. Electric sockets for your notebook.
  • ICE trains: most of them have WiFi available in Germany. Electric sockets.
  • Thalys trains: Wi-Fi is available for all the routes (France, Belgium, Netherlands, Germany). Electric sockets.

Trains with Wi-Fi in the Czech Republic: Pendolino, RegioJet and LeoExpress trains.

30. Do you sell e-tickets for overnight trains?

NO. We provide only paper train tickets for these trains, e-tickets do not exist or are not available. The exceptions are seats for certain night lines (Prague-Krakow, Prague-Warsaw, Prague-Auschwitz).

• More information about accommodation on overnight trains is here

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Useful Links:

FAQ overnight trains

FAQ how to understand tickets

FAQ Rail passes, FAQ reservations for Rail pass holders

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Last update: 2016-04-06