Compensations in International Transport

Passengers with international tickets have possibility to request a compensation for train delay in accordance with Regulation  No  1371/2007/EC  of  the  European  Parliament  and  of  the  Council  on  rail  passengers'  rights  and  regulations.

Train Delays

If you are using international rail passenger services (i.e. if you have an international ticket) and it is reasonable to expect that the delay in the arrival at your final destination will be more than 60 minutes (61 minutes and more), following options are available for you:

  • If you do not want to travel, you may cancel your journey before starting it and receive a full reimbursement of your fare, if you have already started your journey, you may discontinue it and receive a reimbursement for the part of the journey not made
  • If you want to continue your journey, you may travel by another train or via another route but only using the trains of the railway companies shown on your ticket. It is also possible to use a train with compulsory reservations (without entitlement to a seat and services),
  • If the journey you began has become pointless, you may return immediately to the starting point of your journey by a train operated by the railway companies shown on your ticket and receive a full reimbursement of your fare.
  • If you get stuck during the journey and we are not able to transport you to your destination on the same day: we provide refund of your costs:
    • costs of notification to persons awaiting you and accommodation costs refund up to 20 €,
    • or costs refund for alternative public transport or taxi costs refund (if there is no alternative public transport available) up to 10 €.

In cases of train delays over 60 minutes, you have the right to receive refreshments costs refund up to 1€, in cases of train delays over 120 minutes, you have the right to receive refreshments costs refund up to 2€.

If ZSSK offers an appropriate solution to your situation (for example substitute bus transport), this solution has priority over your individual solution. In such case, a refund request based on individual solution may be refused. You are not entitled to compensation for delay in following cases:

  • you are informed about delay before purchasing your ticket
  • your delay in your destination station is thanks to travel by another train or via another route less than 60 minutes

If you use rail transport services in accordance with your valid transport contract and you arrive late at your destination station, you may request following compensation for the delay from the railway company that has issued your international ticket:

  • 25% of the single ticket price for a delay of 60 to 119 minutes,
  • 50% of the single ticket price for a delay of 120 minutes or more. 

Compensations lower than 4 € are not paid. You are not entitled to compensation for delay in case you had been informed about delay before purchasing your ticket and if the delay had been due to travel by another train or via another route less than 60 minutes.

Temperature Comfort in sleeping cars to Czech republic

In addition to rights mentioned above, we guarantee temperature comfort (temperature between 18 and 30 °C)  in berth couches from Slovakia to the Czech republic. If we do not meet this standard and we are not able to find you another compartment in one hour, you are entitled to compensation 25 % of the berth ticket price. You are entitled to hand in a written request. Request with tickets purchased in the Czech republic will be handled by the Czech railways. This compensation is beyond Regulation  No  1371/2007/EC  of  the  European  Parliament  and  of  the  Council  on  rail  passengers'  rights  and  regulations.

How to exercise your claim

  • Please fill in a Request for Compensation of the Ticket Price and for Refund of the Assistance Costs for International Rail Passenger Transportation  form in order to submit your claim for compensation and assistance costs refund. The request form is available in Customer Centers, at ZSSK ticket counters, with the train crew in the delayed train and on our web site www.slovakrail.sk. 
  • You can send the filled-in request form together with the original ticket(s), including reservations and payment documents via conventional mail to following address: Železničná spoločnosť Slovensko, a.s., Úsek obchodu, Sekcia odúčtovania tržieb železníc (pracovisko Letná 42), Pri bitúnku 2, 040 01 Košice; or you can submit it at our ticket counters or in Customer Centers no later than two months after your journey.
  • The delivery of this request form does not automatically give you the right to compensation. Železničná spoločnosť Slovensko is liable only for tickets and reservations issued by our company. If you submit travel documents issued by other railway undertakings to us, we will forward them to the relevant issuing railway undertaking. However, this may prolong the time needed for handling your complaint,
  • We pay the compensation and the assistance costs refund in the form of vouchers within one month after delivery of the request form. At your request we will pay your compensation and costs refund by a bank transfer.

Liability for your luggage

  • You are entitled to compensation for loss of or damage to articles, hand luggage or animals caused by the fault of Železničná spoločnosť Slovensko. 

Liability in case of personal injury

  • You are entitled to compensation for personal injury or death caused by an accident arising out of operation of the railway and happening while you are in, entering or alighting from railway vehicles. You are entitled to an advance payment to meet your immediate economic needs. It is necessary to inform the carrier company as soon as possible and make a written statement on a special form with an employee of Železničná spoločnosť Slovensko or our partner railway company abroad.
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Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on Rail Passengers' Rights and Obligations (hereinafter Regulation) entered into force on December 2009.
Železničná spoločnosť Slovensko, a.s. (ZSSK) is liable for your transportation and for transportation of your luggage and  has to respect your rights guaranteed by the Regulation.