A claim is justified if the relevant connection was cancelled or delayed on departure from the boarding stop by more than 30 minutes, and therefore the passenger did not travel on that connection, i.e. the e-ticket for less than 250 km has not been used by the passenger. Then the passenger is entitled to a refund of the fare.  Long-distance transport is governed by regulation EP No. 181/2011. This provision only applies to bus e-tickets, unless the Carrier has set different conditions. For train tickets, the terms and conditions of carriage of the specific Carrier apply.

In this case, it is necessary to file a claim. More information on how to do this can be found HERE.

In this case, you can claim the e-ticket, only if both (all) connections are operated by the same Carrier. Carriers do not recognize reason delayed connection among themselves, do not refund fares due to delays of other carriers' connections, and do not cover any harms caused by the delay of their connection or its cancellation. You can find out how to file a claim HERE.

• For e-tickets for connections of the carrier Leo Express, it applies that they must be claimed according to the carrier's terms and conditions at the web address https://www.leoexpress.com/en/contact/refund/compensation-for-delay.
• For e-tickets for connections of the carrier RegioJet, it applies that they must be claimed in one of the following ways according to the carrier's terms and conditions:          
  1. by filling the claim form at the website of the carrier: https://regiojet.com/services/your-feedback,           
  2. by sending an e-mail to the e-mail address: reditel@regiojet.com,           
  3. by phone-call: +420 222 222 221.
• For e-tickets for connections of the carrier ARRIVA vlaky, it applies that they can be claimed according to the carrier's terms and conditions at the e-mail address info@arriva.cz.
• For e-tickets for connections of the Flixbus group carrier, it applies exclusively the current terms and conditions published on its website https://global.flixbus.com/. To communicate with the carrier, please use its form at https://help.flixbus.com/s/contact-us?language=en.
• For e-tickets for train connections of the carrier Gepard Express, it applies that they must be claimed according to the carrier's terms and conditions at the e-mail address info@gepard.com.
• For e-tickets for connections of the carrier ZSSK, it applies that they must be claimed according to https://www.zssk.sk/en/terms-and-conditions/ and complaints can be sent to e-mail info@slovakrail.sk or by phone to the Contact Center: 18 188 (when calling from abroad +421 24 48 58 188).
• For e-tickets for connections of the DÚK (Transport in the Ústí nad Labem Region), it applies that the claims are sent to e-mail address dukapka@ds-uk.cz. It is necessary to attach to the claim also the PDF tax document of the ticket, which is the subject of the claim.
• For e-tickets for connections of the IDS JMK (South Moravian Region), it applies that the claims are sent to e-mail address info@kordis-jmk.cz. It is necessary to attach to the claim also the PDF tax document of the ticket, which is the subject of the claim.
• For e-tickets for connections of the IDSOK (Olomouc Region), it applies that the claims are sent to e-mail address eshop@kidsok.cz. It is necessary to attach to the claim also the PDF tax document of the ticket, which is the subject of the claim.
• For e-tickets for connections of the IDZK (Zlín Region), it applies that the claims are sent to e-mail address info@idzk.cz. It is necessary to attach to the claim also the PDF tax document of the ticket, which is the subject of the claim.
• For tickets for connections of the IDPK (Integrated transport system of the Pilsen Region), complaints are accepted via the contact form on the website www.idpk.cz: https://www.idpk.cz/reklamace-a-pripominky/#reklamace. IDPK connections are sold on behalf of the carrier ARRIVA trains.
• For tickets for connections of the IDESKA transport system (Integrated transport system of the South Bohemian Region), complaints are sent to e-mail: reklamace@jikord.cz including a PDF file containing the ticket number.

Claims of tickets of any other carrier (not listed above) has to be filled in the form of E-shop CP Customer Support (HERE). The claimed PDF ticket has to be attached.

The passenger must be in time according to the timetable at the place of departure to catch the relevant train. Information about expected delay is only additional information provided from the relevant dispatching system of the Carrier. The information about expected delay "on departure" is calculated based on the time of drive through via the last reached checkpoint (usually a stop). The prognosis of the delay may change several times until the real departure of the connection, even downwards, so-called delay reduction. In such a case, the passenger is not entitled to a refund of the fare.

You can file a claim within 6 months since the date of end of the journey.

After receiving the complaint, it is sent to the relevant Carrier for verification. We handle claims as soon as possible, but no later than within the legal thirty-day period. If the Carrier does not respond to the claim within this period, the claim is resolved in behalf of the passenger.

If the Carrier did not dispatch the train with your carriage or the seat you purchased was not presented in the carriage, please contact the Carrier with a claim. More information on how to do this can be found HERE.

Once the claim is processed (during business days only), an order to the payment gateway is created to refund money back to the account from which the e-ticket was paid. You can find more information about refunds HERE.