On Time Arrival Guarantee
On time or a discount
Enjoy travelling with RegioJet every time. We will pay compensation for delays.
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 min. and more 100 % of the fare |
Applicable to these services
- Brno-Olomouc
- Olomouc-Zlín
- Prague-Most
- Prague-Liberec
- Bratislava-Vienna
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.
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 SAD Prešov, etc).
The on-time arrival guarantee does not apply to the Ústecký kraj train service.
Frequently Asked Questions
What is the refund process?
Do I have to ask for compensation or is the compensated amount refunded automatically?
I am taking a RegioJet bus. When am I not entitled to any compensation?
When is compensation NOT payable?
I am taking a RegioJet bus. When am I not entitled to any compensation?
I am taking a RegioJet train service. When is the fare compensation not paid?
I bought a RegioJet train ticket despite the delay having been announced. I missed my connection. Am I entitled to compensation/damages?
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?
Examples of the compensation calculation
Example 1
Example 2
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.