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FAQ – Train Tickets Delivery

TABLE OF CONTENTS:

A) E-MAILING THE TICKETS

1. Can you send me the tickets by email?

NO. If you bought actual – paper – train tickets. You need the originals of tickets to travel. Copy or scan of the tickets is not enough.

YES. If you booked an e-ticket. In that case follow for train e-tickets FAQ

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B) PICKING UP THE TICKETS

2. Can I pick up my tickets at a train station?

NO. We offer pick-up only in our office. Another option is delivery of the tickets to your home/work/hotel.

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, 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, 10 am – 5 pm.

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C) CHOOSING A DELIVERY ADDRESS

5. Can you deliver my tickets to USA / Russia / Mongolia / Brazil …?

YES. We deliver all around the world. However, it will be less expensive to do send the tickets to your European hotel (around 20 EUR).

6. Can you deliver the tickets to an apartment I rent in Europe?

YES. It is no problem if the apartments have a reception desk. Still, you should inform the staff about it. If there is no reception desk, we recommend delivery to an office of the manager/landlor­d/owner. Do not forget to write us their telephone number.

7. Can you deliver the tickets to my friend's/landlor­d's address?

YES. You need to write us the name which is on the mailbox. Or make a note about it in the street address. Do not forget to write us the owner's telephone number.

8. Is it safe to deliver the tickets to my hotel?

YES. We deliver the tickets to hotels daily. However, you should write us the name under which you booked the hotel and check-in date. Do not forget to write to the hotel. The tickets will arrive a few days before your arrival and they have to accept them for you.

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D) THE DELIVERY PROCESS

9. Can the delivery service/post leave my tickets in my mailbox?

Usually NO. Someone has to be at home and sign for the tickets. After a request of the recipient, the delivery service may leave the tickets unsigned at your home in exceptional cases.

10. Can I change my delivery address?

YES. If the tickets were not sent yet, it is free of charge. If the tickets are being delivered already, you will have to pay a fee of 15 EUR (FedEx) or 20 EUR (DHL). This is also highlighted in our booking terms.

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 not 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.

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E) DELIVERY AND HANDLING CHARGES

  • FedEx, DHL: 20 – 40 €, depending on destination.
  • Regular mail (Standard Post): 18 € (Europe only)
  • Courier delivery: 20 € (only in Prague)
  • Collection from office: 15 €

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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

  • 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 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.
  • This Standard parcel is insured and contains a tracking code which is automatically sent to your e-mail address immediately after the tickets are sent.
  • 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 a 15 € charge (only advanced payment with credit card is accepted).
  • We are unable to process orders for delivery to P.O. Boxes or APOs.
  • 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

  • DHL delivers the train tickets to the requested address during the day and in person. In case you are not at home, please provide us with a valid phone contact which the delivery agent can reach you at in order to agree on a suitable delivery time.
  • 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 a 20 € charge (only advanced payment with credit card is accepted).
  • This Standard parcel contains a tracking code which is automatically sent to your e-mail address immediately after the tickets are sent.
  • 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.

Posted By Mail

Regular Mail (Standard Post) delivery

This option is available only for parcels costing up to € 300 (Europe only).

The envelope is not insured and does not offer any real-time tracking outside of the Czech Republic. Once the tickets are shipped, the customer receives an e-mail with the parcel’s tracking number.

The usual shipping time is 7–14 working days.

By choosing this delivery option, the customer has all the responsibilities in case the post delivery is not successful for whatever reason. 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:

  • First, we check the ticket value. If it is over €300, 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.
  • Once the parcel is in the destination country, the local postman delivers the envelope to the recipient’s ma­ilbox. In most countries the customer must be at the address at the time of delivery – 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 tracking number from Czech-Transport.
  • See information about delivery time to different destinations.

Delivery to Prague hotels/apartments via courier

  • You can choose the delivery date during the booking process. We recommend having your tickets delivered to a hotel in Prague and its surroundings 1 day before check-in.
  • Tickets are usually delivered during the late evening hours (from 7 pm to midnight) and stored at the reception desk under the customer's name. If you are staying in an apartment, we may write or call you to agree on a specific delivery time.
 

Collection in our Prague office

  • You can order train tickets in advance and they can be stored in our office in Prague. In our booking form, the customer provides information about the date of personal collection. If tickets are not collected on the arranged date, please get in touch with us to agree on a new day of collection. Train tickets cannot be cancelled on the due date and thus expires without any possibility to claim a full, partial refund or tickets replacement.

Customers are responsible for rechecking the train tickets immediately after receiving them. If any discrepancy occurs regarding the train tickets delivery, contact us without delay. Claims cannot be accepted less than 24 hours before the train departure and are therefore invalid.

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Last update: 2018-10-09