Have you been in a situation when a train of Ceske drahy (Czech Railways) was delayed and you couldn’t reach your destination by midnight? Have you been on a train which was more than 60 minutes delayed, you were hungry and didn’t have any money to buy food? Have you reserved a seat in a carriage with Wi-Fi, electrical plugs or 1st class? After arriving you found out the carriage didn’t have a functioning Wi-Fi, plugs or the 1st class carriage was missing altogether? Is a waiting room at a train station ugly and filthy and you need a place to rest, calm yourself down and have a free cup of coffee?
This article describes which rights as a passenger you have when unfortunate circumstances occur as described above and how to claim your rights/entitlement.
The article draws from railway regulations and information posted on Rules We Abide By, Passenger Indemnification (reimbursement) and assistance of Ceske drahy (ČD in further text) as well as my own work experience. I worked as a train conductor for ČD for 2 years and 3 months. I was on the side of reimbursing passengers as well as informing them about possible solutions to unfortunate circumstances.
A general contact form where you can write praises, complaints, claim your rights or return unused tickets is here. A phone number of a customer line is 221 111 122. You can also claim your rights in the Android/Apple app Můj vlak (My Train) under each ticket you buy.
Jungle of tickets (schism)
You have probably noticed that multiple rail carriers operate in the Czech Republic (Ceske drahy, Regiojet, Leo Express Tenders etc.)
In addition, there are countless types of ticket tariffs. The ticket tariff which is used depends on which region you travel in as well as if you use multiple carriers. If multiple carriers are used, it is necessary to buy OneTicket.
There are also routes where multiple types of tickets can be bought. If you would like to take a train from Pardubice to Hradec Kralove, it is possible to buy ČD ticket (flexi základní, zvýhodněné, vázané jízdné), OneTicket or a ticket of a regional IDS (Integrated regional ticket system of IREDO.
There are 13 regions in the Czech Republic. There are specific regions where ČD tickets cannot be used on specific categories of trains. A good example is Zlín Region. It is mandatory to buy a ticket of a regional ticket tariff (IDZK) if you are on Os or Sp train category. The train category is visible in train timetable, online or in the Můj vlak application.
Due to such variedness, this article relates to tickets of ČD which you typically buy for train categories such as R (fast train), IC (InterCity), EC (EuroCity), SC (SuperCity) and EN (EuroNight).
It is also possible to use ČD tickets on Os and Sp if IDS allows it. ČD tickets are allowed in all regions but: Zlin Region, South Moravian Region, Moravian-Silesian Region and Plzeň Region.
In Prague (PID), ČD tickets are also allowed.
In total, there are 15 ticket tariff systems + additional 2 I know of in the Czech Republic. In the past, I thought that Papal Schism was horrendous. It was nothing in comparison with the Czech ticket tariffs schism.
What rights I have when a train is delayed
When a train is delayed, it is not good. Especially, if you have scheduled only 1,5 hours between the arrival of the train and the departure of your flight (I consider this to be unreasonable.)
When a train is delayed more than 30 minutes on departure, it is possible to return a ticket. A paper ticket is returnable at a cash desk. If you have bought a ticket online. It is possible to return it either via a website or in the app Můj vlak by clicking on the bought ticket.
On train
If you are on a delayed train, it is important to ask a train conductor for a confirmation of a delay (potvrzení o zpoždění). It serves as a proof that the train was delayed.
If a train is delayed between 60 minutes and 119 minutes:
Ask a train conductor for a food voucher (voucher na občerstvení). It has a value of 50 CZK. You can use it up either in a dining carriage or ČD minibar or PONT stores located at train stations.
If a train is delayed more than 120 minutes:
In this case, you have a right receive 2× food voucher (voucher na občerstvení). Ask a train conductor for them.
There was written in the train regulations for train conductors that if there was a naughty / angry passenger, we should give them more than 2 vouchers. So, if you are a good actor/actress or your emotions are like steam in a broken pressure cooker, show some efforts and go for it.
Partial ticket reimbursement
If a train is delayed between 60 minutes and 119 minutes:
With this amount of the delay, you have a right to be reimbursed partially. There are various conditions which apply. It depends on whether you buy the ticket at the cash desk or online (web, Můj vlak app).
If the delay is between 60 and 119 minutes, you are entitled for a 25 % reimbursement. If you have a paper ticket, its value must be over 360 CZK. If you have an eTicket (electronic ticket), you are entitled for a reimbursement without the minimum value condition.
If your electronic ticket has been checked by a train conductor on train and it is without changes, you are reimbursed automatically. However, it is better to do it manually on this website.
If a train is delayed more than 120 minutes:
You are entitled for a 50 % reimbursement of your ticket, if the value of the ticket is more than 180 CZK. Again, if you have an electronic ticket, the minimum value doesn’t apply. You always get a reimbursement.
I didn’t catch the last train till midnight
An extraordinary event can occur either a fire tornado or a shark attack. More likely a derailed train or an attempted suicide (a sociologist E. Durkheim about suicides).
You buy a ticket from Prague to Bystrice pod Hostynem for example. You want to reach your destination around 22:00. However, due to a delayed train of 209 minutes because of an extraordinary event and ETCS troubles, it happens that you reach Olomouc by midnight that day. Even another two trains overpass you during your journey. When you get to Olomouc, there is no way how to reach Bystrice pod Hostynem that day. There are no other connections.
In these circumstances, you are entitled for a reimbursement in the form or another public transport, a free taxi ride or free accommodation in a hotel.
Replacement public transport reimbursement
The first case is that there is another public transport connection between Olomouc and Bystrice pod Hostynem. It can be a bus for example. ČD is required to pay for it.
In such circumstances, it is necessary to ask a train conductor for a confirmation pass number (souhlas, potvrzovací číslo souhlasu). The train conductor contacts the dispatch and receives the confirmation pass number. You use this number to claim your reimbursement afterwards. This is very important. The same applies to the free taxi ride or free accommodation.
If you can’t get the confirmation number from the train conductor, it is possible to ask for it at the cash desk at the last station you get before midnight. If the cash desk isn’t open, it is possible to contact a customer service of ČD on: 221 111 122.
Reimbursement of taxi ride
If it is not possible to get to the destination by another public transport. You are entitled for a free taxi ride up to 1500 CZK. The same with the confirmation number applies here.
Free accommodation in hotel
If it is not possible to get to the destination by either another public transport or a taxi. Perhaps because of the distance. You can take advantage of free accommodation in a hotel. It is Clarion Congress hotel in Olomouc for example. Again, it is necessary to ask a train conductor for the confirmation pass number (6-digit number). The train conductor hands you a free accommodation voucher (voucher na poskytnutí ubytování) with the confirmation pass number or tell you to write it down.
I am not satisfied with temperature, Wi-Fi doesn’t work or plugs are missing
This rule is valid on R, IC, EC, SC, railjet and EuroNight category trains.
If you have a 2nd class ticket with a seat reservation or a 1st class ticket and there is no functioning Wi-Fi, missing electrical plugs, you are entitled either to be moved to another carriage where it works or you are entitled to get a reimbursement for bad services (odškodnění za neplnění vybraných standardů).
You can find out if a train has these services by the symbols which are next to the train connection you would like to use.
Ask a train conductor for the reimbursement, they give you a piece of paper. Its value is 30 CZK. It is possible to use it to buy food or drinks on a dining carriage or ČD minibar on the train you receive the reimbursement. It is possible to use it for buying another ticket outside of the train where it occurs.
You get this kind of reimbursement for when air-conditioning doesn’t work as well. In this case the train conductor must move you to another carriage where it works or give you the 30-CZK reimbursement.
1st class carriage is missing and I’ve bought 1st class ticket
It is simpler if you have a 1st class ticket. There is usually only one 1st class carriage, sometimes 2. If there is no 1st class carriage (and it is supposed to be) and you have a 1st class ticket, you are entitled to all reimbursements because there is no other 1st class carriage with working Wi-Fi, plugs or working air-conditioner you can be moved to.
In addition to it, it is possible to ask the train conductor for a confirmation of an unused 1st class ticket (potvrzení o nevyužití jízdenky). You will be reimbursed the difference between a 1st class and a 2nd class ticket price.
In total, it will be 4× reimbursement (missing 1st class carriage, no electrical plugs, no Wi-Fi, no air-conditioner) and the difference between the 1st class and the 2nd class ticket.
ČD Lounge
There are located special waiting rooms, named ČD Lounge at Praha, Brno and Olomouc main train station (hl. n.) and Breclav.
This space is similar to a classic waiting room but more luxurious. You don’t have to wait for drowning as in the 3rd class on Titanic, but you are on the deck.
For example, the ČD Lounge in Olomouc offers free Wi-Fi, tea, coffee from a coffee machine and free toilet (which doesn’t look like a squat). Many people don’t know about it so it is a silent space with a good temperature.
You can enter to ČD Lounge if you have a 1st class ticket or a 2nd class ticket with a seat reservation or IN 100 two hours before the departure of your train and one hour after the arrival to the final station. More is here.
You are also allowed to enter the ČD Lounge if you have children under 10 years of age, a pregnant woman or if you are a traveller with a ZTP – ZTP/P card (a handicapped person).
If you would like to enter the ČD Lounge in Olomouc main train station, ask a cashier while showing your ticket (or meet another condition mentioned above).
Seat reservations are for free online
If you buy a ticket online via the ČD website or in the app Můj vlak, seat reservations are for free apart from SC category train and a few IC trains, EN or NJ. If you buy a ticket at the cash desk, it costs 35 CZK. If you ask a train conductor on train to sell you a seat reservation, it costs 50 CZK.
If you have a seat reservation on a train and the seat is missing and you are sitting at a different place, you can ask for a confirmation for a seat reservation reimbursement (potvrzení o nevyužití místenky na straně ČD).
ČD Points (ČD body)
If you buy tickets online, you get 1 point for each 10 CZK paid.
Thus, if you spend 3000 CZK on tickets, you get 300 points. You can get a free 2nd class ticket for 300 points for any distance with any number of changes. Ideal from going from Bohumin to Frantiskovy lazne or from Brno to Plzen. These are the longest train routes in the Czech Republic.
Other perks you can acquire for the points: 1st class ticket for 550 points, one-day unlimited ticket for a bicycle for 150 points or a one-year IN 25 discount card for 550 points. More about the programme is here.
Conclusion: How claiming your rights look when applied in reality
I went from Prague to Bystrice pod Hostynem on 27. 3. The train IC 547 Ostravan was 209 minutes delayed at the moment of arriving to Olomouc. I received 3 food vouchers and another one from a fellow passenger. The passenger gave it to us. I split the gifted one with another passenger.
From such a disconcerting experience of a long delay, I and my fellow passenger, went to the dining car to calm ourselves down with a glass of beer.
Due to the delay, I couldn’t get from Olomouc to Bystrice pod Hostynem until 23:59. At that moment, I remembered that I have the right for free accommodation. I went to a train conductor. I told him that based on the ČD rules (Smluvní a přepravní podmínky ČD), I had the right for free accommodation. Thus, I asked him to help me and give me the free accommodation voucher with the confirmation number.
The train conductor contacted the dispatch by sending a request via an app and even called to the dispatch. Unfortunately, all lines were engaged. I was given the voucher without the confirmation number and instructed to call to ČD customers line myself. After getting off the train in Olomouc, I called to 221 111 122 to get the confirmation number. It is better not to rely on it and get the confirmation number from the train conductor.
However, they dealt with my request on the line and sent the confirmation number to me via an SMS. They also informed me that I am expected at the four-star hotel Clarion in Olomouc.
The voucher was for one night in a two-bed apartment with a glass of mineral water. The stay also included a free breakfast which was royal.
After arriving at home the next day, I wrote via a web form to ČD to reimburse me for the delay. In this case, it was 50 % off the price of the ticket.
| Item | Price |
| Paid ticket | 15,30 € |
| 3× food voucher | 5,98 € |
| One night in Hotel Clarion | 99,7 € |
| 50 % reimbursement | 7,65 € |
I got 97,62 € for the delay of 209 minutes. I paid only 7,65 €.
Free food and accommodation in a four-star hotel always come in handy. I’m sure you wouldn’t want to spend one night as a homeless and wait till 5 AM in an ugly and dirty waiting room (squat) for the first morning train with an empty stomach.
Moreover, I strongly believe that exercising rights of passengers can, in fact, improve the overall quality of “your national carrier Ceske drahy”, which was a sentence which, we – the train conductors, were obligated to say by rail regulations when apologising for delays.
In fact, it wasn’t me who apologised. I was the embodiment of Michael Krapinec, the CEO of Ceske drahy. I was just a medium, an agent of a message. Something like medieval kings, who considered themselves to be the embodiment of the grace of the God :-D.
However, after my shift, neither a feast at a castle nor immaculate virgins awaited me. I ended up in a bunkhouse, which in comparison with the Clarion hotel, looked more like a Pakistani prison (60 % of cases). I was told about Pakistani-style bunkhouses by a former train engineer whom I had met on train before starting working for ČD.
What experience do you have with reimbursements at ČD or other carriers? Have you ever worked for ČD as a train conductor? Share your experiences in the comments below.
