Frequently asked questions

Before departure

Ticket booking and cancellation

  • How can I get a RegioJet bus or train ticket?

    There are several options to choose from. You can book and purchase your ticket online in the RegioJet reservation system, in our mobile app, or in person at one of our points of sale or at our authorized partners’.
    You can also book international bus tickets by phone at +420 222 222 221.

  • How can I cancel the ticket?

    After logging in with your Ticket Number online or in the mobile app, find the particular ticket you wish to cancel in My Tickets section. After clicking on the ticket, the cancellation terms and conditions will appear. Each ticket has its specific cancellation terms. You can cancel the ticket easily by clicking Cancel.
    If you need help, feel free to contact us at +420 222 222 221.

  • Do I need to print the ticket?

    If you have booked the ticket online/in the app, knowing the ticket number or producing the QR code displayed on your ticket is enough.
    You will of course get a printed ticket when purchasing the tickets at a point of sale.

  • Is it possible to book and then pay for the ticket on board of a train or a bus?

    It is impossible. Each booking has specific terms of payment with a due date – after the due date expires, the booking is voided. Ways of payment are available on our website Payment methods.

  • Can I buy a ticket without booking in advance just before the departure of the bus?

    Yes, but only if there is a free seat on board.

  • Can I buy a ticket on board of the train, without booking in advance?

    Yes, even in the event there are no free seat on the train. It is possible to travel as a standing passenger. However, you will be required to pay the price of the ticket in the highest tariff and a surcharge. Prices that apply to individual train services can be found in the On-board Tickets Pricelist.

  • How can I change personal information on the RegioJet Pay?

    After logging in to your RegioJet Pay, you can change your phone number, default tariff, password, preferences for receiving e-mails or the option of text-message security settings in the „Settings“ section yourself.

    The change of the first name, surname, and e-mail address is possible only at points of sale after presenting an ID card due to security reasons. When changing the first name or surname, you have to present a document card with the original name or surname (ideally a marriage certificate).

    Information on RegioJet Pay cannot be changed by phone via the infoline +420 222 222 221!

  • Is it possible to pay by payment card on board of buses and trains?

    In R category train services, you can use a payment card to pay for the tickets as well as refreshments on board.

    At present, it is not possible to pay by payment card on the remaining RegioJet train and bus services.

  • Where can I find my stop?

    A specific stop can be found on our website, in the Stops section.

  • How do I know if the seat is in the direction of train movement, or against it?

    At reservation, in the view of the carriage the engine is on the right. This is the direction of the movement of the train.

  • We will travel as a group; is it possible?

    Yes, to travel as a group is possible in both our trains and buses as well. Please, contact us at email address skupiny@regiojet.cz and tel. number +420 539 000 291, or at our infoline +420 222 222 221. Similiar information can be found at groups traveling by train section.

    If you are interested in the bus rental services, contact us at email pronajem@regiojet.cz and tel. number +420 539 000 331. More information can be found on the website bus rental.

Travelling children

  • At what age can a minor travel by bus/train unaccompanied?

     

    Children who have reached their 6th birthday can travel unaccompanied on all domestic train and bus services.

    Children aged 10-17 (inclusive) can travel unaccompanied by an adult person all international train and bus services, but they are REQUIRED to present a Power of attorney form, filled in by their parents or legal guardians, before boarding the bus/train. Please note that a child aged 10-14 travelling unaccompanied by an adult person can only travel with a full-price Adult aged 18-64 tariff ticket.

  • What is the power of attorney for?

    And unaccompanied minor aged 10-17 years travelling on international RegioJet lines must have a power of attorney. The crew is responsible for the minor so it is essential that the child has the consent of parent with the transport and is able to present their contact information.

    In the case that the person accompanying the minor is not a parent or legal guardian, it is recommendable to provide the child with the power of attorney.

    The Power of attorney form can be found on our website.

  • Is it possible to use a child safety seat?

    Using a child safety seat on board of a bus is possible, but all buses are equipped with two-point seatbelts, and some types of child safety seats may not be fully fixed due to it. There are no child safety seats available on our lines so you need to use your own if necessary.

    Using a child safety seat on board of a train is impossible. Trains are not equipped with seatbelts so the seat cannot be fixed at all.

Transport of animals/pets and luggage

  • How can I transport animals on RegioJet trains?

    In RJ category train services, you can transport small animals including small dog breeds free of charge. Animals always have to be placed in a carrier box, cage, or bag with a waterproof bottom. Animals must remain in the carrier box, cage, or bag throughout the journey. Animals cannot be transported in sleeping carriages.

    On R category train services small animals placed in a closable carrier box in the size of hand luggage with a waterproof bottom can be transported free of charge. Transport of larger dog breeds without a carrier box is possible for a fee of € 1.4. The dog has to wear a muzzle and be on a lead at all times, it must be accompanied by a person over 15 years of age.

    Guide and assistance dogs (properly labelled and with an assistance/guide dog card) accompanying a person with a ZTP, ZTP/P (disability)card or a dog trainer are transported in trains of R and RJ categories.

    Detailed information can be found here: Transport of luggage, animals and children.

  • How can I transport an animal on RegioJet buses?

    On domestic bus services in the Czech Republic and Slovakia small animals and small dog breeds can be transported free of charge. They must always be placed in a carrier box, cage, or a bag with a waterproof bottom.

    On selected international services (only on Berlin–Dresden–Prague–Brno–Vienna, Prague–Brno–Bratislava–Budapest, Prague–Brno–Vienna, Prague–Dresden–Berlin, Kraków–Ostrava–Brno–Vienna, Bratislava–Vienna–Budapest services) we also transport small animals and small dog breeds up to the maximum weight of 10 kg. They must always be placed in a carrier box, cage, or a bag with a waterproof bottom.

    Animals cannot be transported on the remaining bus services, with the exception of assistance dogs.

    Guide and assistance dogs (properly labelled and with an assistance/guide dog card) accompanying a person with a ZTP, ZTP/P (disability) card or a dog trainer are transported on all bus services.

    Detailed information can be found here: Transport of luggage, animals and children.

  • How can I transport my bicycle on a train or a bus?

    On R category trains we only transport bicycles in 2nd class carriages for a fee of € 1.4. The space for bicycle transport must be booked in advance when booking your ticket, in Additional offers section. The capacity for placing the bicycles in the carriage is limited.

    On RJ category trains transport of bicycles is not possible.

    On RegioJet buses, you can transport your bicycle in the luggage compartment as luggage; the relevant price conditions for a particular service apply. Bicycles are only transported when folded and safely wrapped so that other luggage could not be damaged. We guarantee the transport of your bicycle only if you purchase it in advance in Additional offers in the online sales system. Transport of bicycled can otherwise only be provided only in if there is free luggage compartment capacity.

    Detailed information can be found here: Transport of luggage, animals and children.

  • Is it possible to travel by train with a pram?

    On RJ category trains, you can transport a pram free of charge. If it cannot be folded, it will be transported in the front or at the end of the train unit. We recommend you to book a seat in these parts of the train. The crew can refuse the transport of a pram due to safety or space reasons.

    On R category trains, we will transport your pram in the front or the end of the train unit (if it cannot be folded). We recommend you to book a seat in these parts of the train. Space reserved for prams is marked with an icon of a pram. The crew can refuse the transport of a pram due to safety or space reasons. Prams are transported free of charge.

Travel documents

  • What kinds of documents can you travel with abroad?

    International RegioJet trains and buses only transport passengers with a valid ID card (EU citizen ID), passport or an identity confirmation officially issued by an embassy (in the event the client has lot their ID or has been robbed).

Buses rental

  • I want to rent a yellow bus for a tour/company event/school trip/private event. Can you help me?

    First of all, we recommend you to fill in the Non-binding booking form for a yellow bus. You will find it on our website together with information about buses for rent, their equipment, and offered service. The, a specialist on buses rental will contact you and solve specific terms and conditions that will be tailor-made to meet your needs.

    If you need help or more information, contact us via e-mail at pronajem@regiojet.cz or by phone at +420 539 000 331 nebo +420 539 000 323.

During the journey

Delays and service on board

  • Will the train/bus wait for me if I am delayed?

    Unfortunately, it is impossible as buses and trains have to go to the timetable. We kindly ask passengers to arrive for the check-in on time.

  • I just missed my train/bus. Will my ticket be refunded?

    We kindly ask passengers to arrive for the check-in on time. If you miss the connection, the ticket is voided with no possibility to claim a refund.

  • What services do you offer and what is the equipment of buses?

    Free Wi-Fi, 230 V outlets, safety belts, air-conditioning and toilets are the basic equipment on every bus/train. Further services we offer can be found at the Service on board of buses webpage. Our buses are strictly non-smoking.

  • What is the availability of Wi-Fi networks?

    On all yellow bus and train services, there is 100% coverage with high-speed internet. Our Wi-Fi network is called „Regiojet - zluty“.

On time arrival guarantee: On time or cheaper

  • My bus/train was delayed, will I be entitled to a fare refund (compensation)?

    Yes, the new „On time arrival guarantee“ service guarantees the passengers of RegioJet services a compensation of the fare if their bus/train is delayed. Further details can be found here: On time arrival guarantee.

  • Do I have to request compensation or is the compensation amount refunded automatically?

    The amount we refund will be automatically credited to your ticket within 5 working days. You can collect the amount in cash at a point of sale of ours or use it for further trips with RegioJet trains or buses – it is entirely up to you.

  • Where can I collect the compensation amount in cash?

    You can collect the compensation amount in cash at all RegioJet and STUDENT AGENCY points of sale. Their list can be found in Contacts. The compensation cannot be collected at our partner sellers’ or transferred to a bank account.

After the journey

Tax receipt

  • How can I get a tax receipt for the ticket?

    You can print the tax receipt after logging in with the number of your Open or Credit Ticket in the section My tickets when clicking on the particular ticket. If you purchase the ticket at a point of sale, you will receive the tax receipt with the ticket.

  • What is the e-questionnaire that you receive after finishing your jorney for?

    E-questionnaire surveys are for internal purposes of collecting statistical data, and as resources for improving services as assessing employees. Please note that we do not reply to individual questionnaires.

Lost and found items

Feedback and claims

  • Where can I submit feedback or a claim?

    You can contact us by phone on +420 222 222 221, or via e-mail at reditel@regiojet.cz.