Question 1

How do I buy a train ticket online on PolishTrains?

Accepted Answer

You can buy a train ticket online using the connection search engine on our **homepage** or in **the mobile app** – simply select your route, train, and make a payment. Your e-ticket will be sent instantly to your **e-mail (PDF)** and via **SMS**. You can also place an order by phone through our [helpline](/contact), where consultants will help you purchase your train ticket.

Question 2

Can I change or exchange a purchased train ticket?

Accepted Answer

Yes – you can both refund and exchange a purchased train ticket for another connection. Please note that the deadline for submitting a request varies **depending on the ticket type and carrier**. You can check the current terms, deadlines, and fees on the [Ticket Returns and Exchanges](/refunds) page or by contacting our [helpline](/contact).

Question 3

What is the PolishTrains helpline number?

Accepted Answer

Our helpline number is **+48 123 451 661** (charged at your operator's standard rate), and priority service is available at **+48 703 402 010** (2.58 PLN incl. VAT/min). Customer service consultants are available **every day from 7:00–23:00** and can assist you with purchasing, refunding, or exchanging a train ticket. You can also contact us by e-mail (kontakt@europodroze.pl) or through [the contact form](/contact) on our website.

Question 4

Does PolishTrains charge additional fees for purchasing a ticket?

Accepted Answer

PolishTrains charges a transaction fee for ticket purchases, which allows us to maintain the search engine, infrastructure, and Customer Service available 7 days a week from 7:00–23:00. Information about the ticket purchase fee is clearly displayed in the order summary below the final amount due, to make the process as transparent as possible.

Question 5

Is purchasing train tickets on PolishTrains safe?

Accepted Answer

Yes – purchasing train tickets on our platform is fully secure. Payments are processed by trusted operators, with the following options available: **BLIK, payment cards** (Visa, Mastercard), **online transfers**, and deferred payment via **Twisto**. The connection is encrypted and personal data is protected in accordance with our [privacy policy](/privacy-policy).

Question 6

How do I refund a train ticket purchased on PolishTrains?

Accepted Answer

To refund a train ticket, go to [the Ticket Returns and Exchanges](/refunds) page and **enter your order number** (or ticket number) and **the e-mail address** used at the time of purchase in the form. After confirmation, select the ticket – the amount will be reduced by the carrier's fee (e.g. 15% for domestic PKP tickets) and the service fee, and will be returned to your account **within 3 business days**. The terms and costs of refunding international tickets depend on the carrier and fare type.

Question 7

Where can I find my purchased train ticket?

Accepted Answer

Your purchased train ticket is automatically sent to **the e-mail address** provided as a PDF attachment, and also via **SMS** to the phone number entered during booking. If you don't see the message with your ticket, please check your SPAM folder. If you have trouble locating your ticket, please contact customer service. More information is available in the section: [where can I find my purchased ticket](/support#online-ticket-booking)?

Question 8

Does PolishTrains sell international tickets?

Accepted Answer

Yes, PolishTrains offers tickets for travel across many European countries, including Germany, Italy, Spain, Switzerland, and many more. On our platform, you can purchase journeys with carriers such as Deutsche Bahn, Italo, Renfe, Leo Express, and Regio Jet.

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