On Time Arrival Guarantee

On-Time Arrival Guarantee: On time, or cheaper!

On time or a discount!

As of 15 September 2017 we have an interesting new concept for you concerning RegioJet bus and railway transport. We are continuously trying to develop, to improve our service, and to do our best for your satisfaction. It matters to us that you arrive at your destination not only safe and sound, but also in a good mood.

Dear passengers,
as we all know, delays are an intrinsic part of transport. Often there are brief hold-ups, which are a question of minutes, that everyone understands and also kind of counts on. However, we often deal with long hours, above all due to unforseeable circumstances, such as accidents caused by other drivers, closed roads, or overhead lines which have fallen down. So far RegioJet has faced up to the problem of the delays it caused and has refunded the fare, in part or in full, both on buses and trains. We have asked ourselves a philosophical question: Should only the passengers deal with the consequences of a delay which was not caused by the carrier, or should the carrier assume responsibility as well? We have arrived to the conclusion that the carrier as well as the passengers need to handle the delay somehow. The passengers by changing their plans and the carrier by offering a refund of the fare (in part or in full). Although you may find this logical, we need to say that our approach is unique in Europe. Another special thing about RegioJet is that you do not have to ask or file a claim for the discount. You will find out that you are entitled to a discount directly on the bus or train, and the compensation will be automatically credited to your ticket. This is also the reason why we urge you to get our Credit Ticket, to which then the compensation can be credited; you can use the money for travelling on RegioJet trains or buses later on.

Our services will probably never be absolutely perfect, as transport is about people and machines; however, we try to offer better services than our competitors. RegioJet operates trains and buses without any subsidies whatsoever (*). By entering the fields of road and railway transport as well as taxi services we have tried to change the way people travel in Europe, the Czech Republic, and Slovakia for the better. We hope we are succeeding.
Thank you for your support.

Radim Jančura, founder and owner of the company RegioJet

* RegioJet buses and trains are not recipients of any subsidies. According to the law, we are obliged to provide discounts for the so-called disadvantaged groups or passengers such as children, pupils, students, and disabled people (most of them known as Pupil fare). In the past these subsidies were distributed via the so-called parental benefit, after 2004 the state decided to be more specific and provide the discount in the form of a fare discount, which the carrier can then ask to have refunded on the basis of European legislature. The carrier thus becomes a kind of centre for social benefits payments. These amounts of money do not constitute a subsidy for the carrier, but belong to the passenger who is entitled to them after proving their claim (student/pupil card, birth certificate, ZTP card, etc.).

How much money will you be refunded?

It is simple. In the chart below, find the service you travelled with. The length and type of your delay will determine the percentage of the fare you will be refunded. We will transfer the given sum to your ticket automatically – you don't have to pay attention to anything, fill in forms, or file claims. And it is up to you whether you collect the compensation in cash at one of our points of sale, or if you will use it for tickets later on.

Delay caused or not caused by the carrier?

The amount of the compensation depends on whether the delay was or was not caused by the carrier. Delays caused by the carrier are the ones which were brought about e. g. by a technical fault in our vehicles. Delays not caused by the carrier are all the rest of the delays not caused on the part of RegioJet trains or buses – e. g. extreme weather conditions, roadworks or rail engineering works. In the event of a combination of the two types of delay, the delay which was longer is the one which you will be recompensed for. The two types of compensation cannot be combined or added-up, the maximum amount of the compensation is 100 % of the fare. Information about whether the delay was or was not caused by the carrier will be provided by the steward(ess) on the train or bus always when announcing the delay, together with the reasons for the delay.

Types of sevices according to length of the journey

A: The journey time of the sevice is up to 1 hour 30 minutes.

Delay not caused by the carrier
Delay caused by the carrier
31–90 min. 25 % of the fare 31–60 min. 50 % of the fare
91 min. and more
100 % of the fare 61 a min. and more
100 % of the fare

 

Applicable to these services:

  • Bratislava–Nitra
  • Brno–Olomouc
  • Olomouc–Zlín
  • Prague–Most
  • Prague–Liberec
  • Prague–Pilsen
  • Bratislava–Vienna

B: The journey time of the service: 1 hour 31 min. – 3.00 hours

Delay not caused by the carrierDelay caused by the carrier
61–120 min. 25 % of the fare 46–90 min. 50 % of the fare
121 min. and more
100 % of the fare 91 min. and more
100 % of the fare

 

Applicable to these services:

  • Brno–Ostrava
  • Brno–Vienna
  • Brno–Zlín
  • Ostrava–Krakow
  • Prague–Chomutov
  • Prague–Brno
  • Prague – Český Krumlov
  • Prague–Jirkov
  • Prague – Karlovy Vary
  • Prague–Chomutov–Jirkov–Most
  • Prague – Špindlerův Mlýn
  • Zvolen–Vrútky

C: The journey time of the service: 3 hours 1 min. – 5.00 hours

Delay not caused by the carrierDelay caused by the carrier
91–180 min. 25 % of the fare 31-60 min. *) 10 % of the fare
181 min. and more
100 % of the fare 61–120 min. 50 % of the fare
    121 min. and more
100 % of the fare

*) Only valid for railway transport

Applicable to these services:

  • Bratislava – Banská Bystrica
  • Prague–Berlin
  • Prague–Bratislava
  • Prague–Havířov
  • Prague–Cheb
  • Bratislava–Vienna–Budapest
  • Prague–Návsí
  • Prague–Brno–Vienna
  • Prague–Znojmo
  • Prague–Opava

D: The journey time of the service: 5 hours 1 min. and longer

Delay not caused by the carrierDelay caused by the carrier
121–240 min. 25 % of the fare 121–180 min. 50 % of the fare
241 min. and more
100 % of the fare 181 min. and more
100 % of the fare

 

Applicable to these services:

  • Brno–Rome
  • Prague–Amsterdam
  • Prague–Budapest
  • Prague–Genoa
  • Prague–Košice
  • Prague–London
  • Prague–Lyon
  • Prague–Paris
  • Prague–Split
  • Prague–Timișoara
  • Prague–Zürich
  • Prague–Geneva
  • Vienna–Brno–Prague

E: International trains *)

Both delays caused and not caused by the carrier
61–119 min. 25 % of the fare
120 min. and more
50 % of the fare

 

Applicable to these services:

  • Prague–Bratislava
  • Prague–Košice
  • Prague–Vienna

*) E is a compensation group only for passengers on international RegioJet train routes. In the event your compensation amounts to a higher sum according to C or D, we will refund you the fare according to these groups (C or D).

Additional information

  • In the event the delay is announced in advance, prior to the departure of the bus/train, passengers are not entitled to any compensation. The passenger can either cancel the ticket free of charge (before the arrival of the delayed bus/train), or wait for the delayed bus/train without any right or claim to compensation.
  • The journey time of the service is the time given in the timetable for the specific service you have travelled with.
  • The maximum amount of the compensation is 100 % of the fare.
  • The on-time arrival guarantee only applies to buses/trains operated by STUDENT AGENCY k.s. and RegioJet a.s., it does not apply to buses/trains operated by any other carrier (such as DeutscheBahn, SAD Prešov, etc).
  • The on-time arrival guarantee does not apply to the Bratislava–Komárno train service.

On Time Arrival Guarantee: On time or a discount!

Examples of the compensation calculation

Example 1

  1. I travelled on the Prague – Karlovy Vary (Carlsbad) – Sokolov – Cheb bus service from Prague to Carlsbad .
  2. On arriving to Karlovy Vary, the board crew announced a delay not caused by the carrier in the length of 95 minutes, caused by the traffic situation on the roads.
  3. The total length of the journey on the Prague–Cheb service is 3 hours 15 minutes, therefore group C compensation applies to me.
  4. I will be refunded 25 % of the price of the fare by RegioJet.

 

Example 2

  1. I travelled with the Havířov–Prague train service on the route from Olomouc to Prague.
  2. During the journey the delay not caused by the carrier reached 200 minutes, due to fallen overhead lines.
  3. The total length of the journey on the Havířov–Prague service is 3 hours 42 minutes, minutes, therefore group C compensation applies to me.
  4. I will be refunded 100 % of the price of the fare by RegioJet.

 

Frequently Asked Questions

Do I have to ask for compensation or is the compensated amount refunded automatically?

The amount that we are refunding will be automatically credited to your ticket. You can collect the amount in cash at a point of sale or use it for later journeys by RegioJet trains or buses – it is entirely up to you.

When is there no entitlement to compensation?

It could happen for two reasons. First, it can happen in the event the delay was announced before the departure of your bus/train. If you do not cancel the ticket, you can wait for the delayed bus/train, but you are not entitled to any fare refund. The second possible situation is when the delay on the service you travelled with was negligible and was shorter than the minimum length that is compensated.

Would you prefer to email us with your question or consult the issues in person?

The answers to your problems cannot be found? Do you need an individual solution to a specific situation? Please send us an email or call +420 222 222 221.