Frequently asked questions

Tickets

Where you can buy your ticket?
  1. On the Internet
    1. You can simply buy your ticket on www.leoexpress.com website. You do not need to print out your ticket. Just show your seat number and the PDF ticket in e-mail. Pay simply with your credit card, via the payment gateway, or with leo crowns.
  2. At Leo Express ticket offices
    1. You can visit our ticket offices located in Prague Main Station, Olomouc Main Station, and Ostrava-Svinov Station.
  3. At contractual dealers
    1. Do you need a ticket and there is no ticket office in your town? You can use our contracted dealers network.
  4. Via phone
    1. Just call 220 311 700 and our operators will guide you through the purchase process. Please make sure you have your credit card number ready. The card must be activated for the payment via the Internet.
  5. Directly on the train or bus
    1. There may be situations you fail to buy your ticket any way. For this, we offer you the chance to buy your ticket even on the train (in stations where we have a ticket office open a CZK 40 surcharge applies). Please keep in mind that tickets cannot be bought in our minibuses; for these transport links you have to buy your ticket in advance.
Can I change my ticket after purchase?

Unfortunately, tickets cannot be changed or modified once bought. However, you can cancel your ticket until the regular departure of the respective transport link and then buy a new one. For any further questions contact our Customer Support.

How can I cancel a ticket?

Every ticket includes a ticket code and cancellation code that you can enter into the Ticket Cancellation Form.

You can also cancel your ticket comfortably in the Smile Club. You just log on and choose one of your active tickets. We return your money to you in leo crowns or directly to your bank account. For the direct CZK return to your bank account a CZK 30 surcharge applies; the leo crowns return is free of charge.

Can a ticket be booked and paid for later?

Unfortunately, this is not possible; once booked a ticket must be paid for immediately.

If you book and pay for a ticket, you can cancel it until the respective train departure time. We will refund its value in full to you. 

Why is it necessary to prove the age of a child with a card?

The carrier is obliged to follow relevant regulations of the Ministry of Finance when providing a discount, which orders the carrier to verify the age of the child. If you have purchased a ticket with tariffs Child up to 6 years or Child 6-14 years, an original card must be presented on board. Without it, we unfortunately cannot accept the discount.

Child up to 6 years
The age of the child is proven by his accompaniment, who must be at least 10 years old or older, by means of an original card without a photograph with these details - name, surname, date of birth.

Child 6-14 years (until the day of the 15th birthday)
Children under the age of 10 must travel with an accompaniment, who proves their age with an original card without a photograph. Children from 10 years of age can prove themselves with a photo card. Both cards must include the following information: name, surname, date of birth.

Transportation

Can dogs or cats be transported?

Of course, we will be pleased to accept your pets on all Leo Express links. However, you have to adhere to several rules.

Your pet must be transported in a portable cage, basket or another suitable carrier with a fixed solid bottom. The carrier size must not exceed 40 x 50 x 50 cm. Unfortunately, if your pet cannot be accommodated in a carried with this size, it cannot be accepted for transport. There is the exception from this rule applying to assistant dogs.

Is it possible to transport large luggages / baby-carriages / bicycles / skis / snowboards?

Yes, we accept for transport all items mentioned above. You can find details on the Luggage TransportBaby Carriage TransportBicycle Transport on Trains and Buses and Ski and Snowboard Transport websites. 

Can bicycles be accepted for transport in minibuses?

Unfortunately, this service is not available in our minibuses so far. 

If I add a bicycle when purchasing, only sold out links are displayed

If you cannot book a link after adding your bicycle, it means that all storage space for bicycles on that particular link have already been sold out.

If you are planning a bicycle trip, the best way is to buy your ticket in a sufficient advance. It will be cheaper and you will be able to cancel your ticket comfortably at any time.

Delays and Complaints

How can I find out about a delay?

There are many ways to find out about a delay. You can see it in connection details in the search results, or in your account after logging in. If you gave us your phone number when you booked the ticket, we will send you a text in the event of a longer delay.

Do successive buses wait also for delayed trains?

Yes, buses will wait until all passengers transfer safely from a train. The only exception applies to very long delays. In such a case, the bus cannot wait. However, we will offer you a substitute transportation for free, if available, and, eventually, we will recommend you another transportation alternative.

Will I qualify for a compensation in case of delay or cancellation?

Absolutely. If the delay exceeds 60 minutes, we will return you a part of the fare. No matter the delay is our fault or not.

If a link is cancelled, we will return you the whole fare plus 50 % in leo crowns.

How to apply for compensation

You can purchase the municipal public transport tickets on the train

You can purchase tickets at our stewards. Available are the Prague and Olomouc MPT tickets.

More detailed information and tickets offered

Can I send a complaint or praise for a steward?

Did you face a problem during your travel, or, quite contrary, you were very satisfied with it and you would like to share your experience with us? Your comments and suggestions help us improve the quality of our services. Just write to us via e-mail at [email protected]

Smile Club

Registration and membership are free of charge
Will I receive a bonus for registering?

Based on kilometres travelled, your customer discount will increase. You can take care of your tickets in the well-arranged administration and, moreover, you will get water for free during every travel. There are no direct benefits for registering.

More on Smile Club

One leo crown equals to one CZK

The leo crowns are our credits that allow purchasing tickets even faster compared to credit card payments or payments via the payment gateway. The simple exchange rate applies as follows: 1 leo crown equals to 1 CZK.

We also use leo crowns to pay you premiums for tickets travelled, or compensations for delays. 

Register yourself into the Smile Club for using leo crowns

What are the donated leo crowns?

The donated leo crowns are the all ones you do not recharge yourself. If you see them on your account, they are most likely bonuses for kilometres you travelled, or compensations requested for delays of our trains or buses.

These leo crowns are valid for 1 year from the last donation. For instance, if you have 100 donated leo crowns and more 20 are added, all 120 leo crowns will be valid for the entire next year. You can also prolong their validity by purchasing and travelling a ticket. In such a case, you can put back their expiration by one more year.

What is the Smile Card for?

The Smile Card can be used for paying with leo crowns at Leo Express ticket offices. Nowadays, we no longer provide it as it is enough for a leo payment to tell your name, along with the Smile Account number you will receive via the email after registration, at the ticket office. If you have the Smile Card, you can keep using it.

General Data Protection Regulation GDPR

For what purpose will my personal data be processed?

We will process your personal data for the purpose of providing travel services, that means for the purpose of booking tickets and additional services.

How and when can I revoke the consent to processing of personal data?

Your voluntary consent to the processing of your personal data may be revoked at any time free of charge by sending an email to: [email protected] or by requesting to deactivate the account and delete personal information in your Smile club account (at www.leoexpress.com and the Leo Express mobile application). By revocation of consent is not influenced the lawfulness of processing based on consent prior during the time before revocation of consent. Revocation of consent also has no effect on the processing of personal data processed on the basis of a legal basis other than consent (that means in particular, if the processing is necessary to fulfill the contract, legal obligation or for other reasons stated in the applicable legislation).

Where do I find all the information regarding Personal data protection (GDPR)?

Why, how and what data we process in Leo Express can be found at www.leoexpress.com/gdpr

Follow-up trains WESTbahn

Can I use the Leo Express ticket also for WESTbahn connections?

Since we want to make your journey pleasant as much as possible, we have agreed on a mutual acceptance of tickets with WESTbahn, which you can use in printed or electronic version.

How do I book a seat on WESTbahn trains?

Seats on WESTbahn trains cannot be booked, so you can choose your seat after you have boarded.

Do the connections wait for each other when one of them is delayed?

The WESTbahn trains don’t wait for our buses to arrive in Vienna, but they leave every 60 minutes! You don’t need to worry that you won’t reach your final destination in case of delay.

Is the ticket bound on a particular train connection?

Follow-up tickets are valid for every train connection on the day of your journey, so you don’t have to worry in case your bus is delayed.

Who can I contact for further questions?

If you have any questions or concerns, please contact the Leo Express Customer Service at +420 220 311 700 or email [email protected], where we will be glad to provide you with all the information.

How do I cancel the ticket?

Cancellation of the ticket passes of in standard way and is valid for a whole connection – one particular part of the route cannot be canceled.

How do I tranfer from bus to train?

When you have got off the bus, go back to the beginning of the platform. On the left in front you, you will see a grey Postbus ticket office with a subway behind it. Go down the stairs and go through to the underground station hall. On the right, there is an entry to platform 1, from which the WESTbahn trains depart.

Is it possible to buy tickets just for a train connection?

Tickets just for train connections cannot be purchased, you can only buy a combined connection bus + train.

Where I can find timetable and other informations about WESTbahn trains?

All informations are on their website www.westbahn.at. Timetables can be found here.

Is it possible to travel in Business Class in WESTbahn trains?

The Business class is only available on the bus, you will be seated in the Standard class on the WESTbahn train, which provides the same service as our Economy class.

Other

What is the composition of macarones? It is not written on the packaging.

The composition does not fit on the product packaging. The composition is as follows:

Macarones Mix - confectionery product with filling: Ingredients: 50% sugar, 25% almond flour, 19% egg, 6% water. Filling pistachio macaroon white chocolate 67% (sugar, cocoa butter, whole milk powder, emulsifier: soy lecithin, vanilla - naturally identical aroma), cream 30%, pistachios 3% (100% pistachio paste) Filling pistachio macaroon white chocolate 67% (sugar, cocoa butter, whole milk powder, emulsifier: soy lecithin, vanilla - naturally identical aroma), cream 30% vanilla 3% (100% vanilla paste)

Weight 10 g 

Use up to: see packaging

Storage conditions: in the cold from +1 ° C to +8 ° C for a short time at room temperature, but the temperature should not exceed 22 ° C

Nutritional data per 100 g: energy 1617 kJ / 384 kcal, fats 15 g of which saturated fatty acids 1.2 g, carbohydrates 54 g of which sugars 54 g, protein 7.7 g, salt 0.09 g

Produced by: Sweet Company 5. Května 1137/57, Praha 4 Nusle 140 00

What is our current EUR/PLN and EUR/CZK exchange rate?

The conversion rate for the ticket price from EUR to PLN is set to 1 EUR / 4PLN for the period from 1st October 2017 to the appeal.

The conversion rate dor the ticket price on board from EUR to CZK is set to 1 EUR / 24 CZK for the period from November 2017 to the appeal.