Claims
Every passenger has the right to exchange unused tickets with a SuperCity fare or an SC seat reservation for a ticket on another SuperCity connection for travel within the original ticket's validity period at no extra charge.
When SuperCity trains are delayed by 60 minutes or more, or when replacement bus transport is used instead of the train – even if only for part of the journey – the passenger can request a refund of 20 % of the SuperCity fare paid (minimum refund is CZK 20) at any passenger ticketing window. Passengers who use another fare in connection with an SC seat reservation may request a refund of the price paid for the SC seat reservation. This provision is not valid for tickets with introductory discounts for SC trains. The stated rules relating to fare refunds due to delays are valid only for domestic travel.
You forfeit the right to claim the difference in fares if you use a train of a different category instead of a SuperCity train (SuperCity fares are valid on all trains for the journey stated). If you return a SuperCity ticket for your own reasons, a 10 % service charge will be deducted from the purchase price, with a CZK 30 minimum.
You claim a refund in person at the ticket distribution point or in writing at the following address: České dráhy, a. s., Odúčtovna přepravních tržeb, oddělení reklamací, Vídeňská 15, 772 11 Olomouc. For tickets and seat reservations purchased from the ČD eShop internet store, you can request a refund by e-mail at eshopbox@cd.cz. If the ticket was paid for in cash, the refund may also be paid in cash. If the ticket was paid for with a payment card, the refund will be carried out electronically.
To claim a refund for tickets purchased through the ČD eShop, special terms apply.