Train delay | PolishTrains

• Train delay: if you buy a ticket for the next train on the same route, the claim may cover the full ticket price; the conditions depend on the carrier and fare

• Passenger missing the train: a claim for an unused ticket is possible after attaching a certificate or a new ticket covering the same route and time

• Documents: when submitting a request on PolishTrains, you attach the form and a PDF or photo of the ticket; requirements differ between carriers

• Deadlines: with PKP Intercity, a domestic claim can be submitted up to one year after the journey, and an international claim up to one month afterwards

• Carriers: PKP Intercity, RegioJet, Deutsche Bahn and Italo NTV have different rules for refunds, fares and documents ### At a glance

• PKP Intercity pays 25% of the ticket price for delays of 60 to 119 minutes
• Delays of 120 minutes or more entitle passengers to a 50% refund of the ticket price
• The minimum compensation amount is 4 EUR or 16 PLN; smaller amounts are not paid out
• Domestic delay claims must be filed within one year of travel; international within one month
• A conductor's confirmation of delay must be obtained directly after the journey
• A complete claim with all attachments is processed faster than incomplete submissions

If you get on the train and decide to travel despite the increasing delay, collect a document from the conductor (or from the ticket office when you arrive) and then make a claim and claim part of the ticket. You can do this if the delay is more than 60 minutes and the cost of your ticket was more than PLN 80. The carrier has made provision for shorter delays and a minimum claim amount. Restaurant food will therefore be ordered on every Pendolino and InterCity Premium and on some InterCity trains.

When submitting a request on PolishTrains, you only need to send the PDF or photo of the new ticket. Are you affected by a train delay? PolishTrains processes them and forwards them to the carrier. The claim processing time depends on the carrier – you can find details in the PolishTrains help centre. PKP considers compensation according to the following rules:

• reimbursement of 25% of the ticket price in case of a delay of 60 to 119 minutes
• 50% refund of the ticket price in case of a delay of 120 min or more.

The minimum amount of the claim (refund) cannot be less than €4 or PLN 16 - if 25% or 50% of the ticket price does not exceed this value, the claim will not be accepted. Once the complaint has been properly submitted and the carrier has recognised that the passenger meets the conditions, the compensation will be credited directly to your account within 30 working days. A ticket purchased via PolishTrains is sent by email and SMS – you do not need to print it or create an account. If you have purchased your ticket through polishtrains.eu, you can expect a faster refund.

Ticket refund due to train delay - is it possible?

Imagine this situation... The train you bought a ticket for is delayed. Fortunately, it's not the only connection and another train leaves in just 20 minutes. Not sure what to do? You can return your ticket and buy another one. If you do a ticket return through polishtrains.eu - the money will be back in your account faster. You can also make a complaint to the carrier yourself.

How to return a ticket and receive 100% of the ticket price for a delayed train? Submit a complaint/refund request (form). All you need to do is send a new ticket as a PDF or photo. In this case, you do not need to have a certificate of non-use of this ticket in addition.

Rules for returning a ticket for a delayed train:

• if you buy a ticket for the next train, you will be refunded 100% of the price of the ticket you are returning,
• there is no minute limit - even if it is a 15-20 minute delay and you are therefore travelling on a different train, your claim will be accepted,
• remember that if you return a ticket for a delayed train, the route of the next connection must coincide.

You have missed your train - a claim for an unused ticket is possible!

It happens for various reasons that it is not the train that is delayed, but the passenger. In this case you also have the right to claim for a unused train ticket. How do I get a refund?

Whether you missed your train through no fault of your own or through other obstacles beyond your control, make a claim - either yourself or via polishtrains.eu. It is only possible to recover money if the passenger meets the following conditions:

• has a certificate of an unused ticket (obtainable at the railway ticket office or from the conductor on the train) or
• has another ticket that is the same time and route as the ticket in question.

You can find details on the PolishTrains help page.

RegioJet

RegioJet operates routes between the Czech Republic and Poland, including connections from Prague to Kraków and Warsaw, as well as connections between the Czech Republic and Austria. Seat reservation is included in the ticket price, and you choose the travel class when purchasing. If your complaint is accepted, you are entitled to a refund equal to 85% of the price of the unused ticket.

In the event of a delay or an unused ticket, check the rules for your fare on the PolishTrains help page or contact customer services.

Deutsche Bahn

Deutsche Bahn operates cross-border connections from Poland to Germany and beyond, including to Berlin, Hamburg, Frankfurt and Munich. Seat reservation is optional on most ICE and IC trains. Example: If Mr. Kowalski purchased a ticket for a train from Cracow to Warsaw for 5.17 p.m. (arrival in Warsaw at 8.42 p.m.) and was late for the above-mentioned train due to traffic jams, he can purchase a ticket for another train on the same route. It is important that the journey starts at the time of the original train. For example, he can buy a second ticket for a train on the Warsaw-Krakow route that will depart at 6.23 p.m. You can check the details for your ticket on the PolishTrains help page. In this way, he will fulfil the conditions for claiming a ticket that was not used. This also applies if there was a mistake when purchasing the ticket for the direction of the route.

When to lodge a complaint with PKP?

You can submit a claim for a ticket purchased via PolishTrains online, and check the details for your fare and carrier in the help centre. Have you had an adventurous journey? Relax, you have time to cool down and prepare the information and documents you need to make a complaint. For PKP trains, the following time limits apply:

• domestic connections - up to one year from the date of travel,
• international connections - up to one month after the date of travel.

We hope that our article has been helpful. We invite you to follow further texts within the framework of the traveller's guide. We make travelling easier!

This article was prepared by the PolishTrains editorial team. We follow the rail market in Poland and Europe, look for new connections and support you at every stage of your journey.