If your question is not answered here please email us. We are always happy to provide free advice.
Booking Process
How far ahead can I book?
Usually two to six months ahead depending on the route. However, it may be less at certain times of the year when timetable changes are imminent. To avoid any ticket availability issues, particularly for larger parties, we recommend booking as far in advance as possible.
Why is the date I want to travel on greyed out on the booking form?
There are four reasons why this may be the case:
- Tickets for your chosen date have not been released for sale yet. In this case you can register by clicking here and we will let you know as soon as they become available.
- The lead time is too short.
- There is a diversion or timetable variation which means that we are not taking bookings for the route/date combination you have chosen.
- Advance purchase tickets are exhausted for the route/date combination you have chosen.
Can I pay in my own currency?
All our prices are in British Pounds. If you are using a Visa or MasterCard demoninated in one of the following major currencies then at the very end of the payment process you will usually be offered the option to pay in your local currency at set exchange rate: United States (USD), Canada (CAD), Australia (AUD), New Zealand (NZD), Singapore (SGD), Hong Kong (HKD), Japan (JPY), Euro (EUR), Switzerland (CHF) and Sweden (SEK). In some cases this option may not available because of your particular card type or currency, or you might choose to pay in British Pounds. In these cases your credit or debit card issuer will automatically convert our charge to your local currency using their daily exchange rate plus any relevant commission set out in their terms and conditions.
Is there a discount for children or seniors?
Children under six years of age always travel free of charge. Older children up to 15 or 17 years of age or seniors may also travel free or benefit from a discounted fare, depending on the route and class of travel – see the relevant booking page for details.
What is the difference between first and second class?
First class seats are generally a little larger and offer additional legroom. The first class carriages also provide a less crowded and quieter environment as a result of the higher prices charged. Both classes have upholstered seats and access to the same on board catering services. For more information please click here.
How much luggage can I take?
Unlike airlines there is no concept of checked baggage. You carry everything on and off the train yourself, or in the case of bus connections your baggage is stowed for the journey in a hold beneath the passenger seating area. In either case there are no specific limits on how much baggage you can take. For more about luggage click here.
How do seating reservations work?
All our point-to-point tickets include free of charge allocated seating wherever available. This ensures you will have somewhere to sit on board the train or bus. You won’t be able to able to choose your seats, they will be assigned automatically and details will be supplied when your tickets are issued or for tickets booked more than two months in advance, closer to the departure date. Passengers booking together on one order will be allocated adjacent seats wherever possible and we’ll let you know if there’s a problem.
How long will it take to process my order?
We aim to process all orders within one business day. If you have not heard from us within this timeframe please check your spam or junk mail folder for messages before contacting us.
How will you send me my tickets?
The vast majority of the tickets we sell are eTickets and will be sent by email in Adobe PDF format. You will need to download Adobe Reader or similar software if you do not already have it. You may show the ticket directly on your phone, tablet or laptop. If you present your ticket in hard copy it should be printed single sided on A4 paper or shrunk to fit on US letter paper.
If you have selected paper tickets, these will be shipped by Royal Mail Special Delivery in the UK or via UPS in the rest of the world.
Why won’t my tickets open in Adobe Reader?
Due to their security features some tickets may not open in older versions of Adobe Reader. Please upgrade to the latest version of Adobe Reader or try an alternative computer.
How do Adobe PDF format tickets work?
The Adobe PDF format tickets you purchase through us are issued by the rail operator. Each ticket has a unique ‘control code’ which is shown on the ticket and in barcode form. The conductor on board the train compares the railway operator’s records with the control code on your ticket to confirm its validity. The ticket also shows your name and supplied ID details and they check this against your ID to ensure you are the owner of the ticket. For all tickets except those to Poland, Slovenia or the Netherlands you may show the ticket directly on your phone, tablet or laptop.
Can I collect my tickets at the station?
No, there is no facility to collect tickets booked through us at the station.
Making Changes
My travel plans have changed and I no longer need my ticket. Can I get a refund?
Flexible and Saver tickets qualify for a partial refund if you contact us to cancel up to the day prior to travel. Super Saver tickets cannot be cancelled or refunded. In all cases we recommend you take out a good travel insurance policy to cover you in case your plans change as a result of travel disruption or a personal emergency.
Can I change the date or time on my ticket?
No. Once issued your ticket your ticket cannot be changed so please take care when making your booking.. Flexible tickets may be used on an earlier or later train on the date booked without changing your ticket.
Can I change the name on my ticket?
No. Once issued your ticket is only valid for the individual named on the ticket when presented on board the train with matching ID. No changes are possible. Please take care when making your booking.
Can I upgrade my second class ticket to first class?
No. The details on your ticket, including the travel class, are fixed once your ticket has been issued and cannot be changed.
At the Station
How do I get to Prague Station?
The main station in Prague, known as hlavní nádraží, is located on Wilsonova Street about one third of a mile or five minutes walk from the top of Wenceslas Square. The station can be reached by metro line C (the red line), tram lines 5, 8, 9, 15 or 26, night trams 92, 95 or 58 and bus lines 905, 907, 908, 911 or AE. The Airport Express bus (‘AE’) connects the railway station with Prague Airport every 30 minutes. For passengers travelling with a lot of luggage we recommend AAA Radiotaxi who have English speaking operators on telephone +420 222 333 222.
How early should we get to the station?
Arriving 20-30 minutes before departure will give you plenty of time to get your bearings and find the right platform. Some trains may begin their journey at your departure point or make an extended stop there in which case they may be ready to board up to 30 minutes before their scheduled departure time.
Do I need to call in at the station booking office?
No. Buying through us means you bypass the queues at the station completely. Simply print your electronic ticket at home and board the train. Remember to bring the passport you nominated for use as ID at the time of booking.
What is the check-in procedure at the station?
Unlike airports or Eurostar there is no check-in, security or passport control at the station. You simply board your train and go.