Returning a train ticket - step-by-step guide | PolishTrains

At a glance

• PKP Intercity tickets can be returned up to 20 minutes before the scheduled departure; a 15% fee is deducted
• Online returns on PolishTrains are available for tickets purchased via the website, including regional carriers
• Refunds are credited to the original payment method within a few business days of approval
• Super Promo International tickets are non-refundable and cannot be exchanged after purchase
• Tickets bought at a station ticket office must be returned directly at a PKP Intercity counter
• A complaint for an unused ticket requires a certificate of non-use from the ticket office or conductor

When using PKP Intercity journeys , you can return your ticket no later than 20 minutes before your scheduled train departure. In this case, a standard 15% fee will be deducted from the ticket price, regardless of whether you return it at a ticket office or online.

For InterCity, you have two options: you can make a refund at any PKP Intercity ticket office (for tickets purchased at ticket offices) or online (if the ticket was purchased online, e.g. on the PolishTrains website). The online refund at polishtrains.eu is simple and intuitive, and the money goes straight to your bank account. In addition, you will not be able to return your InterCity ticket after the train has departed and it has already been checked by the conductor - in this case, the only thing left to do is to file a claim.

It is worth noting that the earlier you decide to make a return, the better. You will avoid stress and give other travellers the chance to buy your vacated seat.

Have you decided to buy your tickets online? A refund in this case will be much more convenient. On the PolishTrains website you can return your tickets online for PKP Intercity , as well as many regional carriers.

Instructions for refunding PKP Intercity tickets

1. Visit the PolishTrains - Ticket refunds and exchanges page. This is a dedicated page on the PolishTrains portal for ticket returns and exchanges.

2. At the bottom of the page you will find a refund form that you need to fill in. In the first step, enter your booking number (you will find it in the email sent to you after your purchase) or your ticket number (you will check it in the PDF file with your ticket) and your email address (the same one you provided during the purchase process). You must also accept the privacy policy and terms and conditions to proceed to the next step.

3. Once you have entered your details, the system will automatically search for your ticket. If you have more than one ticket in your booking, select the one you wish to return.

4. Once the return has been approved, a confirmation will be sent to the email address you provided. If you do not receive it within a few minutes, please check your SPAM folder.

Please note that online refunds on polishtrains.eu are only possible for tickets purchased through this platform. If you have bought your ticket elsewhere, you will need to contact the service in question directly or go to the ticket office.

Once you have refunded your PKP ticket online, it remains for you to await receipt of the funds. This is usually within 3 days - the money will be refunded in the same way as the payment was made (bank transfer or card). Please note that a handling fee of 15% of the ticket price (for domestic PKP Intercity tickets) and a PolishTrains service charge will be deducted from the amount refunded.

If you have any problems with returning your InterCity ticket or have additional questions, you can also contact Customer Service - by phone (+48 12 345 16 61) or email (kontakt@polishtrains.eu).

The online ticket refund process, although seemingly simple, can sometimes cause problems. To ensure everything goes quickly and smoothly, avoid the following mistakes:

• Remember the time limit for a refund - for most carriers, you will not return your ticket 20 or even 30 minutes before the train departure (when using the PolishTrains service).

• A ticket checked by the conductor is not refundable. Always decide on a refund before boarding the train!

• Make sure that all the information on the return form is correct. Even a minor discrepancy can result in the system not finding your ticket and you running out of time to return it after many unsuccessful attempts.

• Read carefully all messages displayed during the return process. They contain important information about fees and the terms and conditions of the return. This will help you avoid the stress of waiting for a transfer.

• Remember that online you do not have the option to return a ticket purchased at the ticket office at the railway station. If you are unsure of your plans, it is best to buy your tickets online.

Wondering how to return your PKP ticket when, for various reasons, you missed your train or forgot to return it before departure? Unfortunately, the standard procedure for returning your ticket after the train has departed is not possible. In this case, the only thing left for you to do is to make a complaint.

The conditions for making a claim depend on the regulations of the individual carrier, but regardless of whether you are using long-distance or regional trains, you will need to provide proof of non-use of your ticket for the process to be successful. You will receive such a document at the ticket office (only at the railway station from which the journey was supposed to start), but you have to collect it no later than the date and time of your ticket's validity (this deadline expires after the end of the train's journey on the section of the planned journey, and in the case of Pendolino, only up to 30 minutes after departure). The conductor may also issue a special certificate indicating the reason for the non-use of the ticket, on the basis of which you will be able to claim a refund.

You can make a claim online by contacting the EuroJourney service by e-mail. The message should be accompanied by a brief description of the situation and a certificate from the ticket office or conductor. The carrier has 30 days to process the complaint from receipt of the email.

For international travel on PKP Intercity, the rules for returning your ticket are slightly different to those for domestic travel. You can return your ticket up to a maximum of 20 minutes before the scheduled train departure - if you use the PolishTrains service. The fee deducted varies depending on the time remaining before the train's departure:

• If you return your ticket no later than the day before departure, the fee is 10% of the ticket price, plus the fee charged by the PolishTrains service.

• If youreturn on the day of departure, the amount deducted increases to 50% of the ticket price, plus the fee charged by the PolishTrains service.

You can make an online refund in the same way as for domestic tickets - the refund process and the time it takes to receive the funds remains the same.

There are some restrictions on refunds for PKP Intercity international tickets, particularly for bookings on the Super Promo International offer . These tickets are not refundable on or before the day of departure. Therefore, make sure your travel plans are secure before purchasing. Although this fare will be more attractively priced, it is advisable to choose your travel dates wisely as there are no refunds or exchanges available once the transaction has been finalised.

You already know whether you can return your PKP Intercity ticket. But what does it look like with other carriers? When travelling on regional trains, the rules for returning tickets can vary significantly from one carrier to another.

Deadlines and fees for the return of regional tickets

To better illustrate the differences in regional ticket refund rules, let's look at examples for selected carriers (single ticket refunds are discussed below):

Wielkopolska Railway:

• Refund possible until 23:59 on the day before travel, no refund possible on the day of departure (applies to PolishTrains service)
• Deduction of a fee charged by the Carrier**(amounting to 10% of the ticket price**) and a non-refundable fee charged by the PolishTrains service.

Łódź Agglomeration Railway:

• Refundable up to 20 minutes before the train departure.
• Deduction of the fee charged by the Carrier**(amounting to 10% of the ticket price**) and the non-refundable fee charged by the PolishTrains service.

POLREGIO:

• Refund up to 20 minutes before train departure
• Deduction of the fee charged by the Carrier**(equal to 10% of the ticket price)** and the non-refundable fee charged by the PolishTrains service.

Silesian Railways:

• Refund by the time of the train departure (at the Carrier).
• Deduction of the fee charged by the Carrier**(amounting to 10% of the ticket price**) and the non-refundable fee charged by the PolishTrains service.

Please note that these rules are subject to change, so it is always advisable to check the current information on the Carrier's website or on the PolishTrains service (for supported regional services).

Koleje Wielkopolskie is one of the regional carriers whose tickets are also offered on the PolishTrains service. On this platform, refunds for journeys on KW trains differ significantly from the rules of other carriers.

The return of a Greater Poland Railway ticket is only possible until 23:59 on the day preceding the journey. In the PolishTrains service, it is not possible to make a refund on the day of departure. In case of a change of date, only an exchange remains. The exchange option is available up to 30 minutes before departure and can only be used once.

When returning a ticket, there is a charge of 10% of the ticket price and an additional fee deducted by PolishTrains.

For this carrier, the ticket refund process is the same as for PKP Intercity - via the form on the PolishTrains - Ticket Refunds and Exchanges website.

Ticket refund policies for different regional rail operators in Poland may vary slightly. Here is a detailed overview of ticket refund policies for three popular operators:

POLREGIO, one of the largest regional carriers, allows ticket refunds up to 20 minutes before train departure. Passengers can make a refund at the ticket office, presenting the ticket and an identity document, or online, such as on the PolishTrains website, by selecting the refund option. Funds appear on the passenger's account usually within 3 days (in the case of the PolishTrains website).

Łódź Agglomeration Railway allows ticket refunds up to 30 minutes before the train departure. Passengers can make a refund at the ticket office or online if the ticket was purchased online. The handling fee is 10% of the ticket price (the carrier's fee) plus the PolishTrains fee, and the waiting time for a refund is up to 3 working days.

At Silesian Railways, you can return your ticket online up to 20 minutes before the train departs, at the ticket office until thetrain departs from your departure station. The refund procedure is similar to that in POLREGIO - you can do it at the ticket counter or online. The return fee is also 10% of the ticket price. Passengers on the Silesian Railway must wait up to a few days for a refund.

As you can see, the return of tickets for IC and other long-distance and regional connections is simple, but requires knowledge of the current rules. It is always a good idea to check the rules of the carrier and the PolishTrains service before making a purchase. It is also important to bear in mind that conditions may vary depending on the type of ticket and the time remaining before the train's departure. Above all, we recommend booking your journeys online, as this makes the return process much easier and provides better customer service if you have any questions.