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.

Due to the high frequency of canceled tickets it may take longer than usual to refund the money to your credit card or bank account. We apologize for any inconvenience caused.

When am I entitled to a refund?

Refund amounts depend on the duration of the delay (see the table below).

You are entitled to a refund if the delay is 60 minutes and more.

60-119 minutes25% off the ticket price
More than 120 minutes50% off the ticket price
Cancelled connection100% off the ticket price

In order to allow us to refund your leo credits you need to be registered in the Smile Club.

How to request a refund?

You need to fill those in and send them to [email protected] or alternatively by mail to Leo Express a. s., Ad. Mickiewicze 67, 735 81 Bohumín.

We will inform you of the claim receipt via email.

You can also apply for compensation at one of the Leo Express cash registers (Prague, Olomouc, Ostrava-Svinov).

Independent Agency for Passenger and Passenger Rights (apf)

Passengers traveling to or from Austria who are not satisfied with the solution of any problems with our company can contact the Agency for Passenger Rights (apf) in Austria. You can submit your documents via the online-complaint form on If it is not possible to send the documents online, please send the documents via post to: Agentur für Passagier- und Fahrgastrechte, Fachbereich Bus, Linke Wienzeile 4/1/6, A-1060 Wien.

When will I receive the refund?

This depends on the means of your payment for the ticket.

I made a card payment

If you paid by card via our website and your claim is justified, you will receive the refund within 4 days of the claim receipt to the bank account you provided. You will provide the bank account number in the form.

Payment in leo credits

Only when paying with standard or bonus leo credits, does not apply to credits earned by tariff cashback (children, juniors, students, seniors). We will add the appropriate percentage of the ticket price back to your Smile Club account. Usually, we will refund leo credits within 24 hours after receiving your application.

I made a payment via a gateway or at your branch

In such case we reserve the right to assess the form within 30 days. If we consider the claim as justified, we will send you the payment in a month at latest. You will provide the bank account number in the form.

If your transaction was made through GoPay (bank transfer), or you purchased your ticket in cash / payment cards at the branch offices (cashiers, commissions), you need to fill out the form found HERE. Form processing time is up to 30 days.

Share your initiatives and comments with us

Feel free to send your initiatives and comments to [email protected]

Thank you in advance for your feedback.