Compensation for Delay

When am I entitled to a refund?

We are aware of the fact that a delay can be very unpleasant. That’s why we offer you a refund even when the delay is not a responsibility of ours.

Refund amounts depend on the duration of the delay. The most frequent reasons for cancellation of connections are extraordinary events (accident, bad weather, track impassibility) or operational reasons.

60-119 minutes25% off the ticket price
More than 120 minutes50% off the ticket price
Cancelled connection100% off the ticket price / rebooking to another connection 

How to request a refund?

Select one of the refund forms and follow the instructions in the chat. We will get back to you within 24 hours.

  1. Contact us via online chat with the number of the ticket you wish to rebook or refund.
  2. You will find the ticket number in the pdf ticket in the email you received after you purchase or in your Smile Club account.
  3. Once your claim for compensation has been verified, we will refund you within 30 days.

Frequently asked questions

Excerpt from the legislation relating to the assertion of passengers' rights under the contract of carriage

Claims under carriage contract including fare refunds are to be applied for by the entitled passenger without any undue delay in accordance with the section 2553, subsection 3 of the law No. 89/2012 Coll., Civil Code, no later than within 6 months (does not apply for fare refunds associated with unrealized journeys due to obstacles on the passenger's side) from the day of realized or scheduled departure. Failure to comply with the deadline terminates such claim.

In accordance with the section 39 subsection 2 of Decree of the Ministry of Transportation No. 175/2000 Coll., on the transport rules for public rail and road passenger transport, a claim to refund fares will be processed no later than within one month from the day of receipt of the application.

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Don't have an account yet?

By logging in I agree with conditions of the loyalty program, processing of personal data and declare that I have reached the age of 16. Cancellation of tickets is only possible to leo credits.