On Time Arrival Guarantee

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

On time or a discount!

Above-standard service for everyone travelling with RegioJet.

In RegioJet we constantly strive to develop, improve the service on our trains and buses, and do our best for your satisfaction. What matters to us most is that you get to your destination safely, on time, and in a good mood.

Now we guarantee compensation for the fare, in part or in full, if the circumstances on the railway or road prevent the timely arrival of the yellow bus or train to the final destination. With the special service of On Time Arrival Guarantee, unique in Europe, you can be refunded up to 100% of the price of your ticket.

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.

This is one of the reasons why we strongly recommend you to get our RegioJet Pay, to which the compensation will simply be credited.

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, except for delays on international bus routes caused by passport, medical or other control. 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

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

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

Delay not caused by the carrier Train RegioJettrain Delay caused by the carrier
60–119 min. 25 % of the fare   46–90 min. 50 % of the fare
120 min. and more 100 % of the fare   91 min. and more 100 % of the fare
Delay not caused by the carrier Bus RegioJetbus Delay 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
  • Prague–Chomutov
  • Prague–Brno
  • Wien–Budapest
  • Prague–Znojmo
  • Brno–Bohumín
  • Prague – Český Krumlov
  • Prague–Jirkov
  • Prague – Karlovy Vary
  • Prague–Chomutov–Jirkov–Most
  • Zvolen–Vrútky
  • Bratislava–Banská Bystrica

 

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

Delay not caused by the carrier Train RegioJettrain Delay caused by the carrier
60–119 min. 25 % of the fare   31–59 min. 25 % of the fare
120–180 min. 50 % of the fare   60–119 min. 50 % of the fare
181 min. and more 100 % of the fare   120 min. and more 100 % of the fare
Delay not caused by the carrier Bus RegioJetbus Delay caused by the carrier
91–180 min. 25 % of the fare   60–120 min. 50 % of the fare
181 min. and more 100 % of the fare   121 min. and more 100 % of the fare

 

Applicable to these services:

  • Prague–Berlin
  • Prague–Bratislava
  • Prague–Havířov
  • Prague–Cheb
  • Prague–Bohumín
  • Bratislava–Vienna–Budapest
  • Prague–Návsí
  • Prague–Brno–Vienna
  • Prague–Opava

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

Delay not caused by the carrier Train RegioJettrain Delay caused by the carrier
60–119 min. 25 % of the fare   60–119 min. 25 % of the fare
120–240 min. 50 % of the fare   120–180 min. 50 % of the fare
241 min. and more 100 % of the fare   181 min. and more 100 % of the fare
Delay not caused by the carrier Bus RegioJetbus Delay 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

  • Prague–Rome
  • Prague–Amsterdam
  • Prague–Budapest
  • Prague–London
  • Prague–Lyon
  • Vienna–Berlin
  • Prague–Paris
  • Prague–Split
  • Prague–Zürich
  • Prague–Geneva
  • Vienna–Brno–Prague
  • Vienna–Krakow
  • Prague–Košice
  • Prague–Bratislava
  • Prague–Bratislava–Žilina
  • Prague-Vienna-Győr-Budapest

International trains *)

Both delays caused and not caused by the carrier
60–119 min. 25 % of the fare
120 min. and more
50 % of the fare

 

Applicable to these services

  • Prague–Košice
  • Prague–Bratislava
  • Prague–Vienna
  • Prague–Bratislava–Žilina
  • Prague-Vienna-Győr-Budapest

*) International trains is a compensation group only for passengers on international RegioJet train routes. In the event your compensation amounts to a higher sum according to The journey time of the service: 3 hours 1 min. – 5.00 hours or The journey time of the service: 5 hours 1 min. and longer, we will refund you the fare according to these groups.

Additional information

  • 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.
  • If you are travelling by bus and the delay has been announced in advance before the departure, no compensation claim will arise. You can either cancel your ticket free of charge (before the arrival of the delayed bus) or wait for the delayed bus without being entitled to any kind of compensation.
  • If you are traveling by train and the delay has been announced in advance before the departure, you will always be entitled to compensation in the appropriate amount.
  • When purchasing a train ticket, despite having the information that the train will be delayed, no claim for further compensation or damages will arise (e.g. reimbursement of the connecting transportation ticket of other carriers). Similarly, when canceling a train ticket due to a delay, no claim for further compensation or damages will arise.

On Time Arrival Guarantee: On time or a discount!

  • 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 and Ústecký kraj train service.

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. We do not pay compensation by bank transfer or by refunding the amount to your bank account.

I am taking a RegioJet bus. When am I not entitled to any 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.

I am taking a RegioJet train service. When is the fare compensation not paid?

Fare compensation is not paid only when the delay is negligible and has not reached the minimum length compensated.

I bought a RegioJet train ticket despite the delay having been announced. I missed my connection. Am I entitled to compensation/damages?

Unfortunately, if you purchase a ticket after a train delay has been announced, you cannot be reimbursed for the unused connecting transportation ticket. Your claim for RegioJet train delay compensation will be allowed.

Due to the announced delay, I decided not to travel with a RegioJet train. Subsequently, my ticket for connecting transportation provided by another carrier could not be used. Am I entitled to the reimbursement of the damage?

If a train ticket is canceled due to a delay, no claim for further compensation or damages will arise. Cancellation means withdrawal from the contract of carriage.

Is there a deadline for collecting the compensation amount?

The deadline for the receipt of the compensation is 6 months of its award. After the 6-month period, the entitlement to compensation expires. It is therefore necessary to come to one of our points of sale and collect the amount in cash, or to use it again for travelling with RegioJet.

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.