Do you need advice? The team of expert operators of the Central Customer Services is ready to provide you with information on train connections, prices, offers or e.g. on the current situation on the railway.
Don't know what to do? Try to find the answer in the prepared frequently asked questions and answers.
Things don’t always go as planned. Every complaint helps us improve services for your next journey.
Every compliment is an important feedback for us which we can use for our next work with pleasure.
The EU Regulation on personal data protection (GDPR) provides you with a guarantee of exercising certain rights connected with the processing of your personal data towards us, when we are acting as the controller of you personal data.
If you are exercising a claim to compensation for a ČD travel document in the case of a delayed train, you can do so by filling this form.
Did you leave anything onboard the train? If the train is still on its way, we recommend you to contact our Central Customer Services - phone number 221 111 122 as soon as possible.
For tickets from the ČD e-shop, the application can be submitted electronically via the Contact Form at www.cd.cz in the "Application for indemnification" section (https://www.cd.cz/kontaktni-formular). For tickets purchased at the box office, use the ČD box office again to submit the application (you will receive the application form from the box office employee).
We must draw your attention to the fact that the contact form is not suitable for addressing acute problems. For your response, we must verify the facts relating to the complaint, and this may take some time. The period for a response is limited by legislation to 1 month from the time of sending, and in exceptional cases (e.g. if we have to communicate with another entity) this period can be up to 3 months.
Please bring this issue to the attention of our Contact Centre without delay by telephone on (+420) 221 111 122 or by e-mail on [email protected]. In the better scenario, this can be a completed purchase and the problem occurred only with the delivery of the travel document. The other possibility is that the sum has been blocked with your bank, but that the transaction was not completed for some reason.
You can attach files right in the contact form. If you cannot attach a copy of the ticket, please at least inform us in the text of your complaint of the price, place and approximate time of purchase.
No. To return an electronic ticket, please use the “Returns” section in the ČD e-shop.
We are of course not pleased by problems on the railway, but we cannot influence anything in this area. The infrastructure for all carriers is administered by the Czech Railway Infrastructure Administration, a state organisation. It is thus more appropriate for you to address your concerns to this organisation directly. You will find contact information on www.spravazeleznic.cz.
In this case, ČD’s role is merely that of a carrier. Most of the long-distance transport is ordered by the Ministry of Transport, and regional transport is ordered by the administrative authorities in the various regions. For this reason, it is more appropriate to direct your requests regarding the timetable (timing, stops, etc.) to the ordering authority directly. You will find contact information on the websites of individual administrative authorities. You will find more information on the "How the timetable is made” page.
If you forget anything on the train, we recommend that you call our Contact Centre as soon as possible on (+420) 221 111 122. Our operators can contact the train crew directly, who can try to find the lost item. All lost and found items are then recorded on www.eztraty.cz.
A system of wait times has been set up to prevent delays from being carried over to more and more connections. The length of the wait time sets the greatest possible delay which a train can incur when departing from the transfer station. The basic wait time is 5 minutes, and this can be modified (shortened) by a symbol in the timetable. If your train is delayed, we recommend that you ask the train crew to check whether it is possible to increase the wait time beyond the set transfer time.
If you forget anything on the train, we recommend that you call ČD’s Central Customer Service as soon as possible on (+420) 221 111 122. Our operators can contact the train crew directly, who can try to find the lost item. All lost and found items are then recorded on www.eztraty.cz.
ČD prepares the draft timetable of its trains mainly according to the requirements of the entities which order public transport. Long-distance trains (fast trains, higher-quality fast trains, express trains and selected InterCity and EuroCity trains) are ordered by the Ministry of Transport of the Czech Republic, while regional trains (regional (Os) and regional fast (Sp) trains) are ordered by individual regional administrations. The Ministry of Transport and regional administrative bodies order trains to secure basic transport services for regions based on agreements with ČD, and subsequently pay ČD compensation for its demonstrable losses from their operation. The orders also contain the quantity and times of trains on individual lines as well as the required quality of transport (vehicles used, punctuality of trains, etc.). More detailed information and contact information for individual ordering parties can be found on www.cd.cz/jizdni-rad/-25517/.
Based on a passenger request, the train crew can assess the situation and attempt to fix the problem immediately. In the event of a more serious issue, the train crew will recommend that passengers move to different carriages. If the train is full and replacement seats cannot be allocated, you can request a one-off indemnification in the amount of CZK 30 from the conductor. This applies to inland transport. If you have an international ticket, please have the train crew issue a confirmation stating that it is not possible to move you to another suitable seat; later, you will be able to request an indemnification in the form of a voucher in the amount of 25% of the price of the fare and seat reservations. You can find more information on www.cd.cz/typy-jizdenek/odskodneni-reklamace-a-vymeny/-26400/.
In the event of persistent technical problems and an insufficient number of reserve carriages of the same quality, a particular train may be composed of carriages of a different type. Reserved seats are allocated with replacements. You do not have a claim to a fare refund, although in the event of failure to provide planned supplementary services (lack of Wi-Fi, electrical sockets) you may have a claim to an indemnification in the form of a voucher issued in the amount of CZK 30, which is issued by the train personnel upon request. If anything is unclear, we always recommend that you contact the train crew.
For current connections, you can get this information using the TRAIN function on the ČD website, on the ČD mobile website (m.cd.cz), or in the Můj vlak (“My Train”) mobile application. If you’re not sure of the reason for the delay or if you need to verify its duration retrospectively, you can use the e-mail address [email protected]. Please use the contact form if the delay infringed upon your rights as a customer.
To ensure that the issue is corrected as quickly as possible, we recommend that you contact the owner of the infrastructure on www.spravazeleznic.cz.
All information provided by means of the audio-visual information system at railway stations and stops is provided for all carriers under the Railways Act by the Railway Infrastructure Administration (Správa železnic - www.spravazeleznic.cz). The carrier ČD provides information for its customers on the mobile platform m.cd.cz and in the Můj vlak (“My Train”) application.
The flow of railway traffic and the provision of railway connection information on station audio-visual systems are handled by the Railway Infrastructure Administration (Správa železnic, s.o. - www.spravazeleznic.cz). Railway carriers have no influence on which platform will be allocated for a particular train.
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