Question 1

How and when will I receive the money for the returned ticket?

Accepted Answer

The amount due for the returned ticket will be refunded to the account or card used when purchasing the ticket within 3 working days.

The refund transaction takes place as soon as it is confirmed by the user.

The exception is Deutsche Bahn and Flixtrain tickets in partially refundable fares - in these cases the refund does not go to your account but is issued as a digital voucher sent by the carrier to the email address from your order. More details about voucher refund: How does voucher refund work for Deutsche Bahn and Flixtrain?

Question 2

How do I claim an unused ticket?

Accepted Answer

If you have not used your ticket, you can file a complaint (after the train has departed) with the carrier via the PolishTrains service by sending a request to contact@polishtrains.eu.

PKP .

A refund is available by means of a claim. You must enclose a confirmation of non-use of the ticket, which can be obtained from the conductor or at the PKP ticket office within the validity period of the ticket, and a brief description of the reason for cancellation.

The carrier reserves the right to reply within 30 days (domestic connections) or 90 days (international connections).

Deutsche Bahn

Refund after departure depends on the fare.

Flexpreis \- refund is possible, but involves a fee (e.g. EUR 30) from the first day of ticket validity.

Sparpreis - no refund possible

Super Sparpreis - non-refundable

To make a complaint, you must provide the ticket/order number and the time of arrival at the destination station.

A complaint can be made if:

the train was delayed by 60 minutes or more
the train was cancelled altogether

The standard processing time is 30 days, although this can extend to 8 weeks in the event of a large number of claims.

Eurostar

The option to return after departure only applies to the Premier fare. In this class, refunds are free up to 48 hours after the scheduled departure of the train.

Standard/Plus fares are non-refundable after one hour before departure. To make a request, you will need to provide your order number.

The company usually makes refunds within 28 days of receiving the request.

TGV/SNCF

No refund or ticket claim due to passenger cancellation after train departure, as these tickets become invalid at the time of departure.

Renfe

No possibility to return or claim a ticket due to the passenger's cancellation after the departure of the train, as these tickets become invalid at the time of departure.

Trenitalia

No possibility of returning or claiming a ticket due to the passenger's cancellation after the train has departed, as these tickets become invalid upon departure.

České dráhy

No possibility of returning or claiming a ticket due to the passenger's cancellation after the train has departed, as these tickets become invalid upon departure.

Ukrainian Railways

No possibility to return or claim online a ticket due to the passenger's cancellation after the train departure. Refunds are possible within a very short period after departure. You must apply yourself up to 1 hour after the scheduled departure of the train, at the ticket counter at the train departure station, to initiate a refund.

Question 3

How do I exchange my ticket?

Accepted Answer

You can exchange your train ticket on PolishTrains.eu using the Return and Exchange of Tickets form.

It is possible to exchange a train ticket up to 30 minutes before the departure of the train.

It is possible to exchange a ticket for parameters such as:

date
time
type of discount (depending on connection)
passenger's name and surname

The new ticket must not differ from the exchanged one in terms of the number of persons and the train departure and arrival stations.

After confirmation of the exchange and any surcharge, the new ticket will be sent by e-mail and SMS.

Question 4

How do I return my ticket?

Accepted Answer

Train ticket refunds can be made via the website using the Ticket Refund and Exchange form.

A train ticket refund can be made up to 20 minutes before the scheduled train departure.

The return of a domestic ticket involves a deduction of the fee charged by the Carrier and the fee charged by PolishTrains.eu

Question 5

How much does it cost to return a ticket?

Accepted Answer

PKP

The return of a domestic ticket involves the deduction of a fee charged by the Carrier equal to 15% of the ticket price and a service charge levied by the PolishTrains service.

Deutsche Bahn

The cost of a refund depends on the fare.

Fare tickets:

Super Saver \- non-refundable
Saver Fare \- exchange for a voucher is possible with a fee (e.g. €10) up to the day before departure
Flexpreis \- exchangeable. From the first day of validity in the direction of departure, a fee of €30 per ticket applies (earlier can be refunded without deductions)

The PolishTrains service fee is non-refundable. More details about voucher refund: How does voucher refund work for Deutsche Bahn and Flixtrain?

Eurostar

The refund cost depends on the class. On Eurostar Standard and Plus fares, refunds are available with a charge of £25 / €25 per person, up to seven days before the scheduled departure.

Eurostar Premier tickets are refundable without charge up to 48 hours after the original departure time, after which time they become non-refundable.

Eurostar SNAP fares are completely non-refundable.

TGV/SNCF

Refund charges depend on the time and fare. Up to 7 days before departure, ticket exchange or cancellation is free of charge (applicable to Intercités and TGV INOUI).

From 6 days before departure, charges apply, e.g. €19 per person for TGV INOUI travel.

OUIGO and other promotional tickets are non-refundable. Date/time changes for OUIGO are possible up to 30 minutes before departure for a fee of €19 per person.

Renfe

The cost of a return depends on the fare. The Basico fare (cheapest) does not allow cancellations.

Return of a premium ticket is free up to 7 days before departure and from 6 days onwards, the charge is 5% of the ticket price.

Elige fare (Standard/Confort) is subject\ to a 30%\ deduction of the ticket price.

Other one-way fares can be refunded up to 1 hour before departure for a fee of 15% of the ticket price.

Trenitalia

Possibility and cost of refund depends on the fare.

Tickets in Base fare (Freccia and Intercity) can be cancelled before departure with a deduction of 20% of the ticket price.

Super Economy, Economy and Special fares are generally non-cancellable and non-refundable.

Regional tickets over €10 can be cancelled up to the day before departure, with a deduction of 20% of the ticket price.

České dráhy

ČD does not charge a standard cancellation fee, but applies administrative fees. This is the part of the ticket price that is not refunded to the passenger when he/she exercises his/her right to reimbursement in the event that he/she decides to cancel the journey. The amount of the deduction depends on the ticket price and when the refund is made \- the later, the higher.

Domestic tickets can usually be returned free of charge no later than 15 minutes before the start of ticket validity.

For international tickets, cancellation before the first day of validity incurs an administration fee of up to €3 per person.

Ukrainian Railways

Cancellation is possible at the latest 1 hour before the departure of the train and is subject to a fee. A processing fee of 30 ₴ (domestic) or 55 ₴ (international) is charged. Full refund of the seat price is possible up to 24 hours before departure, but part or all of it is lost in shorter periods.

Flixtrain

In partially refundable fares the refund is issued as a voucher from the carrier. You'll find all the details here: How does voucher refund work for Deutsche Bahn and Flixtrain?
Non-refundable fares (e.g. Super Saver) are not eligible for refund. The Flixtrain reservation fee and the PolishTrains service fee are non-refundable.

The PolishTrains service charge is non-refundable.

Question 6

How much does it cost to replace a ticket?

Accepted Answer

PKP

The exchange is free of charge if the price of the new ticket is the same as the one exchanged. If the price of the new ticket is higher, you must pay the difference in price.

If exchanged by phone or email, the difference is paid via a dedicated link.

If the new ticket is cheaper, the price difference will be refunded to the account or card used during purchase.

Deutsche Bahn

The exchange depends strictly on the fare.

Flexpreis (flexible) - the exchange (which is done by returning and purchasing a new ticket) is free of charge until the day before travel. On the day of travel, a fee of EUR 30 may be charged.

Sparpreis - non-exchangeable

Super Sparpreis - no exchange possible

Eurostar

Ticket exchange is usually not possible for most fares. To change the journey, the passenger usually has to cancel the original ticket and buy a new one.

TGV / SNCF

Exchange fees depend on the fare.

In the Leisure fare, the exchange is free until the day before the train's departure. On the day of departure, a fee of €12 (plus any difference in ticket price) will be charged.

The cheapest Prem's (promotional) fares are generally non-exchangeable.

Renfe

Exchangeability depends on the fare.

On the Básico (basic) fare, only one change is allowed for a fee of EUR 10 (plus the ticket price difference), with the proviso that it must take place at least 24 hours before departure.

Higher fares(Elige/Prémium) allow changes with less or no charge.

Trenitalia

Ticket exchanges are usually not possible for most fares. To change the journey, the passenger usually has to cancel the original ticket and buy a new one.

České dráhy

Rules depend on the fare and date. It is possible to return or exchange without charge up to a certain time before departure (e.g. 15 minutes before the start of validity). Otherwise, a fixed handling fee may be charged, e.g. 100 CZK.

Ukrainian Railways

Ticket exchange is usually not possible for most fares. To change the journey, the passenger usually has to cancel the original ticket and buy a new one.

Question 7

Can I change the name on my ticket?

Accepted Answer

PKP

The carrier allows multiple changes of name of the lead passenger. Notification of the change of data must be made by email or telephone.

Deutsche Bahn

No, you cannot change the name on a Deutsche Bahn ticket once it has been issued.

To travel under a different name, the original ticket must be cancelled (if the rules of the fare allow it) and a new one purchased with the correct name.

Eurostar

No, if another person would like to travel, they will need to book a new ticket. Only the person whose name appears on the ticket can use the ticket.

If your document is in your maiden name and the ticket is in your married name, bring a copy of your marriage certificate with you on the journey. You do not need to make any changes.

TGV/SNCF

No, you cannot change the name on a SNCF/TGV ticket as they are named tickets, meaning they are personal and non-transferable. To correct your name, you will usually need to cancel the original ticket and buy a new one with the correct name, although this possibility depends on the specific terms and conditions of your ticket fare.

Renfe

Changing a traveller's personal data (ID number, first name, surname, etc.) is allowed only once for a fee of €40. A change of owner does not entitle you to change the fare, train or departure time.

Trenitalia

Yes, it is generally possible to change the name on a Trenitalia ticket for domestic trains. This is free of charge and can be done an unlimited number of times until the departure of the train.

České dráhy

No. Once issued, the ticket is valid only for the person whose name appears on it, provided that a matching identity document is presented on the train. No changes are possible.

Ukrzaliznycia

No. Ukrzaliznycia does not accept name changes.

Question 8

How does voucher refund work for Deutsche Bahn and Flixtrain?

Accepted Answer

Voucher refund applies to tickets in partially refundable fares (Partially refundable). The funds are not transferred to a bank account - the carrier issues a digital voucher to be used on the next trip.

The voucher is sent directly by the carrier (Deutsche Bahn or Flixtrain) to the email address from your order - please check your Spam and Promotions folders. The code can only be redeemed on the carrier's website or app, in the "Coupon" / "Voucher" / "Promo code" field. Vouchers are not personalised. Validity: typically from 1 to 3 years.

Deutsche Bahn

Cancellation is possible only until the day before the ticket's first day of validity; on the day of departure it is blocked. The carrier deducts a fixed handling fee of 10.00 EUR.

Example: a ticket for €74.99 → DB voucher for €64.99 (the PolishTrains service fee remains non-refundable).

Flixtrain

The voucher value depends on the time remaining before departure at the moment of cancellation:

30 days or more — 100% of ticket price
From 7 to 29 days — 75% of ticket price
From 1 to 6 days — 50% of ticket price
Less than 24 hours — 25% of ticket price

The PolishTrains service fee and the Flixtrain reservation fee (Service fee) added by the carrier remain non-refundable.

Question 9

Assistance with travel arrangements

Accepted Answer

Assistance with travel arrangements

If you need help organising your train journey:

Contact us using the application form
Write to us at contact@polishtrains.eu
Call us on 703 40 20 10

Our consultants will prepare a dedicated offer at the best prices.

Question 10

Why can't I find the connection?

Accepted Answer

You have selected a foreign train with a departure from Poland whose route is not yet operated by us. Try searching for a connection from one of the transfer cities e.g.: Warsaw, Krakow, Katowice or Poznan. If you still do not get a result, try searching for a connection from one of the interchange cities outside Poland, e.g. Berlin, Prague, London, Paris, Brussels, Budapest, Vienna.
Your train is not yet available for sale. Try changing your travel dates. When booking a connection within European countries, in most cases tickets are available for sale approximately 30-60 days from today at the latest.
All seats on the train have been bought or the selected fare is currently unavailable. Try changing your travel dates. It is possible that the ticket you have selected is subject to special conditions, e.g. weekend rates or promotions.

Question 11

How do you choose your seats on the train?

Accepted Answer

Depending on the connection and type of train, the traveller can choose:

preferred type of carriage - open carriage or carriage with compartments
preferred location - window, centre, corridor.

If the passenger wishes to purchase a ticket with a seat next to the seats of the persons with whom he or she is travelling, the option "reservation next to an occupied seat" may be used.

After selecting the appropriate option, enter the seat number and carriage number from the ticket of your companions.

Question 12

How many days before the train departs can I buy a ticket?

Accepted Answer

For domestic journeys (within Poland), booking is only possible for journeys starting no later than 30 days from the current date.
For international travel, booking is only possible for journeys starting no later than 30, 60 or 120 days from the current date, depending on the carrier.

Question 13

How do you find the connection?

Accepted Answer

Train timetables and fares for selected days and route are available from PolishTrains. When looking for a connection, please:

enter an appropriate departure station
enter the relevant station of arrival
choose the day and time of departure
select the day and time of return
select the appropriate number and type of passengers

After clicking SEARCH, a list of available connections on the given route will be displayed together with information on ticket prices, travel time and availability of seats on the selected train.

If you do not receive any results - contact us and we will inform you of the availability of the searched connection and prepare an offer.

Question 14

How do I check the availability of seats on the train?

Accepted Answer

PKP

Seat availability is displayed in real time on the PolishTrains website when selecting a connection and seat in the carriage. In the event of low availability, a message may appear indicating that a seat is not guaranteed. You must then decide whether to continue or cancel your purchase.

Deutsche Bahn

When purchasing via the PolishTrains service, there is no option to check seat availability. If the system is unable to allocate a seat reservation (which is optional on most DB trains), we will refund the amount paid for the seat. You must then take any available seat on the train.

Eurostar

Seat availability is checked in real time during the ordering process on the service. The system will automatically allocate a seat, as seat reservation is compulsory and included in the ticket price. If seats are sold out, the sale is automatically blocked.

TGV/SNCF

Seat availability is visible in real time on the PolishTrains service during purchase. On TGV INOUI trains, seat reservation is compulsory and included in the ticket price.

Renfe

When purchasing through the PolishTrains service , there is no option to check seat availability. If the system is unable to allocate a seat reservation (which is compulsory on AVE trains), we will refund the amount paid for the seat. You must then take any available seat on the train.

Trenitalia

When purchasing through the PolishTrains service , there is no option to check seat availability. If the system is unable to allocate a seat reservation (which is compulsory on Le Frecce and Intercity trains), we will refund the amount paid for the seat. You must then take any available seat on the train.

Question 15

How do I find the best train fare?

Accepted Answer

PKP

The price of a ticket depends on several factors. The differences are due to the type of train (Pendolino, Intercity, TLK), where a higher standard and shorter journey time means a higher price. PKP uses a dynamic system: the lower the train occupancy, the lower the ticket price.

The lowest prices are offered by the SUPERPROMO promotion (e.g. 59 PLN, 49 PLN and 29 PLN), available for connections between major cities until the pool is exhausted.

Deutsche Bahn

DB uses dynamic fares. You will find the cheapest tickets in the Sparpreis and Super Sparpreis fares, which are limited in number and non-refundable or non-exchangeable, but save up to 70%.

The price increases depending on the time of purchase and train occupancy (the earlier, the cheaper).

Eurostar

Prices depend on the time of purchase: the cheapest fares are only available for early orders and run out quickly. The lowest prices are offered by the Standard fare (least flexible). Midweek, off-peak and weekend connections are cheaper.

TGV/SNCF

With SNCF, the moment of purchase is decisive: the cheapest Prem's fares are only available for early orders and increase as departure approaches.

It's also worth checking out OUIGO, a cheaper TGV brand that offers lower fares but with more luggage and location restrictions.

Renfe

Renfe uses dynamic fares. The lowest prices are provided by the Básico fare (the least flexible). As with other carriers, prices increase as the train fills up, so ordering early is key to saving money.

Trenitalia

The lowest prices are offered by the Super Economy (cheapest, completely non-refundable and non-exchangeable) and Economy (slightly more expensive but more flexible) discount fares. Base fares are the most expensive, offering full flexibility.

The big difference in price is also due to the type of connection: Intercity and regional trains are much cheaper than the fast Le Frecce.

České dráhy

The best prices are available in early sales (First Minute), especially on international routes. Discounts can be obtained by subscribing to loyalty programmes such as In-card.

The cheapest choice is always regional trains, which are cheaper than long-distance or EuroCity trains.

Ukrainian Railways

Tickets are usually fixed-price, but the pool of cheapest seats is limited, so the timing of purchase matters. Prices may be higher on weekend days and during periods of high demand (e.g. holidays).

Question 16

Interrail ticket

Accepted Answer

A ticket allowing unlimited train travel in more than 30 European countries. Depending on the traveller's preferences and needs, there are several ticket options to choose from:

Interrail Global Pass

The Interrail Global Pass is valid in 30 countries, such as : Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Denmark, Finland, France, Germany, Greece, Hungary, Italy, Luxembourg, Macedonia (Former Yugoslav Republic of Macedonia), Netherlands, Norway, Portugal, Republic of Montenegro, Czech Republic, Republic of Ireland (and Northern Ireland), Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Serbia, Turkey, United Kingdom.

Travellers can choose a flexi ticket, allowing them to select specific days of travel, within the validity period:

5 days for journeys to be used within 15 days
7 days for journeys within one month
10 days for journeys within one month
15 days for journeys within one month

The days of travel (day and month) must be marked in pen on the ticket.

The second option is a continuous ticket - allowing unlimited journeys over:

15 days
22 days
1 month

Interrail One Country Pass

The One Country Pass entitles the traveller to travel in one country of their choice. The traveller can buy a flexi ticket for 3, 4, 6 or 8 days of travel, to be used within a month. The ticket, unlike the continuous ticket, does not allow free transport to the starting point of the journey in the ticket holder's country of residence. The price of the ticket depends on the country chosen and the number of journeys.

How do I buy an Interrail ticket?

To purchase a ticket and receive a travel offer, please contact us via the form.

Question 17

Baggage allowances

Accepted Answer

The free baggage allowance per person varies depending on the type of train. It is usually two large pieces of luggage per person. Depending on the type of train, travellers can place their luggage either on the shelves above the seats, behind the seat or in a specially designated area usually located at the end of the compartment.

Remember!

When you book your train ticket, you will be informed of the baggage allowance for your chosen route on the train in question.

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Question 18

In what currency will I pay for my ticket?

Accepted Answer

Ticket prices for international connections are presented in PLN.

The ticket must also be paid for in this currency using one of the available online payment methods.

Question 19

Getting from the airport by train

Accepted Answer

Dedicated train stations are located in the vicinity of airports. The train allows you to reach the city centre directly and avoid the problems of traffic jams.

Assistance in selecting and purchasing train tickets for a specific flight is offered by our travel consultants. Please use the contact form to receive an offer.

Question 20

Am I entitled to the same discounts abroad?

Accepted Answer

No. Your PKP discounts (e.g. statutory discounts, student/school discounts, Large Family Card) are not recognised by foreign train operators.

Deutsche Bahn

DB only recognises discounts on the basis of its own cards. Polish discounts are not recognised.

Children under the age of 6 travel for free, as long as they do not occupy their own seat and are entered on the ticket of at least one adult.

Children aged 6-14 can get a 50% discount.

Seniors 65+ can buy tickets at the reduced Sparpreis and Super Sparpreis fares.

Discounts on international connections are often possible with Sparpreis and Super Sparpreis offers, which allow tickets to be purchased at significantly lower prices.

Eurostar

Eurostar offers special fares for certain age groups.

Children under the age of 4 travel free of charge (without a seat of their own), and children aged 4-11 have tickets around 30-50% cheaper in Standard and Plus classes.

Special Youth Fare for 12-25 year old s and Senior Fare for those aged 60 and over are available.

TGV/SNCF

Discounts are mainly possible with the purchase of the French Carte Avantage discount cards, which come in three variants:Jeune (12-27 years), Adulte (27-59 years) and Senior (60 years and over). Each guarantees a discount on TGV INOUI and Intercités. SNCF also offers promotional fares (e.g. Prem's) available without a card.

Renfe

Renfe recognises discounts on the basis of its own cards and programmes. This includes, for example, the special Tarjeta Dorada card for senior citizens (60 years and over) and various youth cards that offer discounts on Spanish connections.

Trenitalia

On long-distance trains (Frecce, InterCity), children under the age of 4 travel free (without their own seat) and children aged 4-14 have a 50% discount on the base fare (also on regional trains). Seniors (60 years and older) can use the Carta d'Argento (Silver Card), which offers discounts on domestic and international travel.

České dráhy

ČD honours discounts on the basis of its own cards (e.g. In Karta). Statutory discounts are also available for children, pupils, students and people aged 65 and over. Special discount offers are also available for group and weekend journeys within the country.

Ukrainian Railways

Discounts apply only to children and Ukrainian students. Children under 6 years of age travel for free (without their own seat). Children aged 6-14 have discounted tickets.

Question 21

Is there a check-in service on trains?

Accepted Answer

Is there a check-in on trains?

Check-in is compulsory on some routes.

This applies in particular to trains on international routes such as the Eurostar. Passengers travelling on this train must check in at the train station at least 30 minutes before departure. Travellers with Business Premier class tickets may check-in no later than 10 minutes before departure. The passenger will be informed of the need to check-in earlier in the ticket purchase documents.

Check-in also applies on Spanish AVE trains - ticket and passport control takes place at the station, before boarding the train. Check-in opens 30 minutes before departure and closes 2 minutes before departure.

Please note that on many trains the doors close two minutes before departure, so travellers should arrive at the station early.

Question 22

Panoramic trains

Accepted Answer

Switzerland's famous panoramic trains are an unusual way to experience the delights of the Alps. They reach the most extraordinary places, among snow-capped peaks, crossing mountain valleys, bridges and gorges.

Panoramic trains are part of Switzerland's public transport system, the Swiss Travel System, which includes railways, buses, ships and mountain railways.

The most popular panoramic trains include:

Glacier Express (Glacier Express).

The train starts from St. Moritz, Chur or Davos and travels for more than seven hours through 91 tunnels and almost 300 bridges, providing extraordinary views.

GoldenPass (Golden Pass Express)

The distinctive yellow train runs between the two historic cities of Montreux and Lucerne, picturesquely located on the lakes of Geneva and the Four Cantons.

Bernina Express

A spectacular route that starts in the snowy land of Swiss glaciers and ends in warm, sunny Tirano, Italy.

Chocolate Train

The beautiful landscapes that can be admired from behind the window of the Chocolate Train are not its only advantage. During this journey, passengers have the opportunity to visit the famous Gruyeres cheese factory and the chocolate factory - Cailler-Nestle in Broc.

Wilhelm Tell Express

This is an unusual combination of train and boat travel. The route starts in Lucerne via Fluelen to Locarno or Lugano.

Online train tickets for the Swiss Panoramic Trains are available for sale online at PolishTrains. To purchase a ticket and receive an offer for a ride, please contact us via the form.

Question 23

Travelling at night

Accepted Answer

Night trains are a very comfortable form of travel. The equipment on the trains is adapted to night travel, allowing passengers to sleep during the journey. It is also a safe form of travel - trains are constantly monitored, luggage can be safely placed in lockable compartments and, on some routes, the train manager holds documents during the journey.

Many travellers also value night trains for the time and money they save. By moving at night, you can save a day that you do not have to spend travelling. In addition, there is no need for hotel costs - a saving of two nights when travelling back and forth.

Question 24

How and when to plan a trip?

Accepted Answer

When planning a train journey, it is important to bear in mind that the various European carriers make ticket sales available at different times.

For domestic connections (within Poland), booking is only possible for journeys starting no later than 30 days from the actual date.
For international travel, booking is only possible for journeys starting no later than 30, 60 or 120 days from the actual date.

Question 25

How do I buy and receive a ticket?

Accepted Answer

You can book your train ticket online using the search engine on the homepage of PolishTrains.eu

List of results

Once you have received a list of results, select the desired connection using the "select" button redirecting you to the booking form.

Ticket payment

After completing the form, you need to pay for the booked train ticket. Payment for the ticket is at the same time a confirmation of the booking.

Booking confirmation

A booking confirmation with the purchased ticket will be sent by e-mail to the e-mail address provided during the booking, immediately after payment for the ticket has been made.

Train ticket

The booking confirmation is not the same as the ticket. The ticket can be found as a PDF attachment to this email.

If you have not received any results - Please contact us and we will inform you of the availability of the connection you are looking for and make you an offer.

Question 26

Forms of ticket and delivery

Accepted Answer

Electronic ticket

This is a ticket sent to the customer's e-mail address provided during booking. Such a ticket must be printed out and taken with you on your journey. The ticket can be printed in colour or in black and white. The ticket can be printed in colour or in black and white and must be presented to the conductor at the checkpoint either on a mobile device or as a printed ticket, together with a photo ID and the selected concessions.

Paper ticket

Few carriers require travellers to hold a traditional paper ticket. In this case, the ticket is sent to the customer by courier to the postal address provided at the time of booking.

Ticket printed at the station

A so-called TOD (ticket on departure) is a ticket which is printed out in vending machines at railway stations. When making an online booking, the customer receives a booking number via email with detailed instructions on how to print out the ticket at the railway station.

Question 27

Types of sleeping accommodation

Accepted Answer

Night trains offer several types of seating - depending on the type of train, these can include sleeping compartments, deluxe sleeping compartments, couchettes and reclining seats.

City Night Line

For example, City Night Line trains running between Austria, France, Germany, Italy, Denmark, Switzerland and the Czech Republic offer four types of seating:

deluxe sleeper car compartments This is the highest standard of travel. The carriages are air-conditioned, each traveller receives a set of bed linen, toiletries, each compartment is equipped with a toilet and shower, breakfast is included in the ticket price and is served in the compartment. The compartments are 3-bedded and the beds are 190 x 80 cm.
Sleeper compartments(sleepers) These are also air-conditioned carriages, lockable compartments, bed linen, breakfast served in the compartment. Beds are 190 x 70 cm.
Couchettes (couchetter) These are sleeping compartments for six people. Each passenger receives bed linen and toiletries.
Recliningseats Here the carriages are air-conditioned, travellers have access to toilets, and a blanket is available on request.
Reclining seats The class offers reclining seats, free newspapers, a toilet in each carriage.

Elipsos

The night train running between France and Spain offers three classes:

Gran Class \- the class offers compartments for one or two people, toilets with shower in the compartment, dinner and breakfast included in the ticket price, free press.
Club Class \- offers male and female compartments, gender division does not apply if the whole compartment is booked by a group travelling together, breakfast included in the ticket price, washbasin in the compartment, toilets located at the end of each carriage.
Tourist Class \- compartments for 4 people, gender breakdown applies unless the entire compartment is booked by a group travelling together.

Thello

Thello trains running between France and Italy offer:

Sleeping comp artments - the class offers single, double and three-person (T3) compartments. The compartments are air-conditioned, lockable, travellers receive a bedding set, there is a washbasin in the compartments, free breakfast served in the restaurant compartment.
T4 cou chette - these are air-conditioned compartments with couchettes for 4 persons. It is possible to book a compartment for women only.
T6 couchette - these are air-conditioned compartments with couchettes for 6 persons.

Question 28

High-speed rail

Accepted Answer

High Speed Trains (TGVs) are a transport system in which trains reach speeds of over 300 km/h. In Europe, the first trains travelling at this speed were built in France in the 1980s under the name TGV. Nowadays, many European countries have modern multiple units for high-speed rail travel.

The most popular high-speed railways in Europe include: TGV, Eurostar, AVE, ICE (Inter City Express).

Question 29

What types of foreign tickets are there?

Accepted Answer

Three types of ticket can be encountered in the European rail ticket booking system.

Reserved ticket

This is a ticket valid for travel on a particular route on a particular day. Such a ticket always includes the train number, departure time, carriage number and seat. Such a ticket cannot be used to travel on another train - even on the same route. Reserved tickets are sent to the customer electronically as a single document or as two documents. One document is valid for trains such as the TGV or Eurostar, for example.

Open ticket

This is a ticket that is purchased for a particular route, but without specifying the departure time of the train. The passenger can choose any train on the route, provided that no reservation is required on that train. Such a ticket does not include a seat number - the traveller chooses his or her own seat in the booking class purchased.

Mixed tickets

It is possible that a traveller may have to use two or even three types of ticket on a given route. For example, when travelling from Lyon to London, on the Lyon-Paris route, the passenger will need to use a TOD ticket for the TGV and from Paris to London a printed e-ticket for the Eurostar train.

Question 30

How do I print a ticket at the station?

Accepted Answer

The number must be written down and taken with you to the station - the machine prints a paper ticket based on it. Such tickets are available, for example, for Eurostar or TGV trains, currently only in France, although the number of stations with machines is increasing - they will soon be available in other countries. The TOD ticket must be printed at least 30 minutes before travel.

Question 31

Facilities on trains

Accepted Answer

Europe's railways are a modern transport system that provides travellers with the highest standards of travel. Regardless of the type of train - high-speed, night or wide-gauge - the railways offer passengers comfortable modern trains in which to travel in comfort.

No smoking

Smoking is not allowed in most European trains. Those trains that allow smoking always provide non-smoking cars for passengers.

Air conditioning

Trains are air-conditioned, and many - such as TGV trains - adjust the level of air-conditioning control according to the number of passengers - ensuring optimal travel conditions and energy consumption.

Luggage without limits

Luggage allowance is always included in the ticket price. You do not have to pay extra for it, as is the case with many airlines. In addition, most carriers do not impose weight restrictions - the only condition is that the passenger must be able to lift their baggage themselves and place it in a suitable compartment, e.g. over the seat. On most trains, each passenger can carry up to two large pieces of luggage and one hand luggage.

Catering

Most European trains have restaurant cars or a mobile buffet in their trains where drinks and snacks can be provided. First class passengers can usually count on a free meal - such as breakfast on overnight trains.

Facilities for families with children

Those travelling with children can count on additional amenities such as baby changing facilities, bottle warmers and extra space for families.

Comfortable seating

Modern European trains provide passengers with comfortable seats, often reclining, with folding tables and access to electrical sockets. On many trains in first class, travellers can count on individual seats providing more space.

Remember!

The range of services depends on the type of train, ticket class and fare. It may also vary depending on the country and route. When booking your train ticket, you will be informed about the range of services offered by the train in question.

Question 32

Facilities for the disabled

Accepted Answer

Assistance of an assistant \- planned travel must be notified 48 hours in advance
Discounts on ticket purchase \- The right to statutorydiscounts for persons with disabilities is granted to persons of 1st group on the basis of a document issued by a Polish institution.
Priority seats \- one compartment in a Class II carriage and at least 6 seats in a Class II uncompressed carriage

Question 33

Is there a smoking carriage on the train?

Accepted Answer

There is a total ban on smoking in PKP Intercity trains.

Question 34

Documents needed for travel

Accepted Answer

Required documents for travel are:

train ticket - printed or displayed on a mobile device (e.g. smartphone or tablet)
identity document
document confirming entitlement to a particular type of discount

Question 35

What to do if the train is late?

Accepted Answer

PKP

If your train is delayed, you should wait for information about your planned journey or try to get it yourself at the information desk or by calling the helpline. The carrier is responsible for the delay.

If a ticket for a delayed train is used, the traveller has the right to claim a refund.

In the case of cancellation due to delay, it is necessary to take the receipt from the ticket office and send a photo or a scan to the following email address: contact@polishtrains.eu. Then, the PolishTrains service will file a claim for you.

Deutsche Bahn

Monitor the information at the station, on the DB Navigator app or listen to the announcements. You have the right to continue your journey, change your route or interrupt it.

If the delay at your destination is ≥ 20 minutes, you have the right to take another train (also of a higher category if necessary and your DB ticket allows it), provided this does not generate additional costs.

If the delay is ≥ 60 minutes, compensation is due:

25% of the ticket price (for a delay of 60-119 minutes).
50% of the ticket price (for a delay ≥ 120 minutes).

In the event of cancellation or delay \> 60 minutes \ before departure, the passenger has the right to cancel the journey and receive a full refund. Compensation is paid on the basis of the Passenger Rights Form (Fahrgastrechte-Formular).

Eurostar

In the event of a train delay or cancellation, please wait for announcements from Eurostar staff.

If the delay before departure is ≥ 60 minutes, the passenger is entitled to a free ticket exchange for another date/time or a full cash refund.

If there is a delay during the journey of ≥ 60 minutes, compensation is payable:

25% of the ticket value (for a delay of 60-119 minutes).
50% of the ticket value (for a delay ≥ 120 minutes).

Compensation can be paid in the form of a voucher.

TGV/SNCF

Passengers are entitled to compensation under the "Punctuality Guarantee" (Garantie Ponctualité). Follow the announcements at the station and the information on the SNCF Connect app.

The passenger is already entitled to compensation for a delay of ≥ 30 minutes (the percentage of reimbursement depends on the length of the delay and the fare, but usually applies to TGV INOUI).

For cancellations or delays > 60 minutes, the passenger is entitled to a full refund or a change of ticket to another train.

Renfe

Renfe has a strict punctuality policy (Compromiso de Puntualidad), especially for high-speed trains (AVE). You should wait for announcements at the station.

If the delay at the destination of the AVE train is ≥ 30 minutes, the passenger is entitled to a refund of 50% of the ticket price.

If the delay is ≥ 45 minutes, the passenger is entitled to a 100% refund of the ticket price.

For Intercity trains, the rules are more lenient, e.g. 50% refund for 60 minutes of delay.

Trenitalia

Please wait for information at the station. Trenitalia offers compensation (Indennità) based on EU regulations.

If the delay at the destination is ≥ 60 minutes, the passenger is entitled to compensation:

25% of the ticket price (for a delay of 60-119 minutes).
50% of the ticket price (for a delay of ≥ 120 minutes).

České dráhy

Check the current information at the station or on the Můj vlak app. Passengers are entitled to compensation under EU regulations. If the delay at the destination is ≥ 60 minutes, the passenger has the right to compensation:

25% of the ticket price (for a delay of 60-119 minutes).
50% of the ticket price (for a delay ≥ 120 minutes).

Ukrainian Railways

In case of delay, official announcements should be awaited. Due to the peculiarities of Ukrainian regulations and conditions (especially in the current context), compensation and refunds for delays are subject to local regulations, which are, however, less favourable than in the EU.

Question 36

Travelling by train at night

Accepted Answer

Overnight trains from Poland have three categories of seats on offer:

sleeping compartments,
couchettes,
folding seats.

Depending on the type of train, the type of seats offered may vary. Some trains offer gender-differentiated compartments, in which case you will be asked to specify a male or female compartment when booking your ticket online.

It is possible to purchase and book a train ticket and a sleeper seat online using the application form.

Question 37

Carriage of bicycles

Accepted Answer

PKP

A folded and bagged bicycle can be carried free of charge as hand luggage if it fits in the space under or above the seat.

An unfolded and unpacked bicycle can be carried for a fee, provided that there is a designated space in the train for carrying bicycles (bicycle-carrying carriages in TLK, Intercity, Pendolino). The ticket price for a bicycle is fixed at PLN 9.10.

The bicycle ticket must be issued together with the train ticket.

Deutsche Bahn

A folded or bagged bicycle is carried free of charge as hand luggage.

The bicycle in its entirety is only allowed on trains and carriages with specially marked seats. It requires a separate bicycle ticket (national: approx. EUR 9; international: different rate) and a compulsory reservation for a bicycle seat (approx. EUR 4). Carriage is only possible on selected routes with special equipment.

Eurostar

Carriage of bicycles is heavily restricted and requires dismantling and packing.

A bicycle is allowed as one piece of luggage if it is completely dismantled (both wheels removed) and packed in a bag (max. 135x85x30 cm).

You can also use the Eurostar Parcels courier service for an additional charge to send your bike in its entirety.

TGV/SNCF

Rules vary depending on the type of train.

Bicycles in their entirety on TGV INOUI and INTERCITÉS trains require a compulsory reservation for a bicycle for €10. The number of these spaces is very limited.

A bicycle folded and placed in a cover (max. 130x90 cm) is treated as hand luggage and carried free of charge.

Renfe

A bicycle folded or in a cover is allowed on all trains as hand luggage. On AVE/Larga Distancia trains, the bicycle may need to be dismantled and packed, and a surcharge (approximately EUR 3) may apply on the Básico fare.

The bicycle in its entirety is allowed on regional trains, where it can be carried for a fixed fee (usually around €3) and depends on space availability.

Trenitalia

A folded or bagged bicycle is allowed on all trains as hand luggage.

The bicycle in its entirety can only be carried on carriages with special marking and on certain routes (mainly regional). This requires the purchase of a bicycle ticket (fixed fee, e.g. EUR 3.50) or a one-day bicycle ticket.

České dráhy

Bicycles can be carried in their entirety in specially marked carriages. Check the availability of the service in the timetable (bicycle symbol). Requires a bicycle ticket (flat fee, e.g. 40-50 CZK per domestic journey).

On long-distance and international routes, an additional compulsory reservation for a bicycle seat is often required.

Ukrainian Railways

A folded or bagged bicycle is treated as large excess luggage.

Whole bicycles are allowed mainly on domestic trains. Carriage of a bicycle often requires a baggage ticket (fee depends on weight and distance) as it exceeds the standard weight limit. A bicycle cannot be placed in a compartment unless the passenger buys an entire compartment.

Question 38

Travelling by train with children

Accepted Answer

Train travellers with children can expect the following facilities:

100% discount on the ticket for children under 4 years of age
37% discount for children and schoolchildren
30% discount with a Family Ticket
Large Family Card
Dedicated seats with tables for families with children (Pendolino)
Baby changing facilities in toilets
No charge for bringing in an unloaded pram
No charge for boiling water
Kid's Menu in WARS

Travellers with children should remember not to disturb other passengers.

Question 39

What is the luggage allowance on Polish trains?

Accepted Answer

There is no baggage allowance on Polish trains.

For luggage that does not fit under or over the seat occupied by the traveller, an additional fee of PLN 5.10 per luggage must be paid.

Question 40

Travelling by train with animals

Accepted Answer

PKP

Small animals transported in suitable containers can travel free of charge as long as they are not a nuisance. Larger animals must have a ticket to carry their dog for a flat fee of 15.20 PLN. The purchase of a ticket from the conductor incurs an additional charge of PLN 20.

Please note that if other passengers object, the conductor has the right to order a change of seat. Pets are not allowed in the catering cars, sleeping cars and couchettes.

Deutsche Bahn

Small animals transported in carriers the size of hand luggage are allowed free of charge.

Larger dogs (not in a container) require a ticket, which costs 50% of the ticket price for second class (regardless of the class in which the passenger is travelling). All dogs must have a lead and muzzle. Carriage in restaurant cars is not permitted.

Eurostar

Thecarriage of pets (except guide dogs) on routes to/from London is generally NOT permitted. Use of Eurotunnel's dedicated and expensive pet carriage service is required.

On continental routes, small dogs may be allowed for a fee, but the passenger must check the regulations of the specific service as rules are variable.

TGV/SNCF

Small animals can be transported free of charge if they fit in a container (maximum size 45 x 30 x 25 cm). A fixed fee is payable for larger dogs, regardless of the route (e.g. €7 \- check the current fare). Dogs must be kept on a lead and muzzled.

Renfe

Small animals (up to 10 kg) must always be in a carrier (max. 60x35x35 cm). The cost depends on the tariff: in the Elige and Prémium tariffs they often travel free of charge, in the Básico there is a charge (e.g. EUR 10).

Larger dogs are generally NOT allowed on high-speed trains (AVE), except for special limited services for dogs up to 40 kg.

Trenitalia

Small animals in a carrier can be transported free of charge.

Larger dogs (outside the container) require a 50% discounted ticket (or a fixed-fee ticket) and must have a leash and muzzle. They cannot be transported in the catering cars or in the Executive level (on Le Frecce).

České dráhy

Small animals transported in suitable containers are free of charge.

Larger dogs require a ticket of 50% of the second-class fare (on international routes) or a fixed fee (on domestic routes). They must have a leash and muzzle.

Ukrainian Railways

Small animals are charged separately for carriage.

For large dogs, the passenger must buy all the seats in the compartment, unless it is a carriage specifically for animals. All dogs must have a leash and muzzle.

Attention.

It is worth remembering that guide dogs always travel free of charge, regardless of the carrier, and can enter all areas of the train (except for Eurostar to/from London, where the rules are special).

Question 41

Is there wi-fi on the train?

Accepted Answer

PKP Intercity is gradually introducing WiFi by increasing the number of trains with this service. These include Pendolino trains.

Travellers can use free internet on the following routes:

Pendolino train Warsaw - Bielsko- Biała
Pendolino train Bielsko-Biała - Warsaw
Pendolino train Bielsko-Biała - Katowice
Pendolino train Warsaw - Poznan
Pendolino train Poznań - Warsaw
Pendolino train Warsaw - Krakow
Pendolino train Cracow - Warsaw
Pendolino train Warsaw - Gdynia
Pendolino train Gdynia - Warsaw
Pendolino train Warsaw - Wroclaw
Pendolino train Wroclaw - Warsaw

In addition, Wi-Fi is also available on EIC trains and some IC trains.

Question 42

Which platform does my train leave from?

Accepted Answer

The purchased ticket does not indicate from which platform the train departs. This information can be obtained at the station on the train departures board, at the ticket office information or by calling the hotline.

Question 43

Travelling with luggage

Accepted Answer

PKP

Easy-to-carry items that fit above or below the seat can be carried free of charge. A bagged bicycle, a pushchair (also unpadded if you are travelling with a child) and one pair of skis are also allowed free of charge.

You must pay a surcharge of PLN 5.10 for each item not fitting above and below the occupied seat and PLN 9.10 for a bicycle. Luggage should not jeopardise the safety of other passengers.

Deutsche Bahn

Luggage must be easy to carry and stored above or below the seat. The luggage size limit is 70 x 50 x 30 cm (height x width x depth).

In addition to your hand luggage, you may take one additional piece of larger luggage free of charge.

Small pushchairs and skis are allowed free of charge as hand luggage if they are folded or properly packed.

Eurostar

A strict piece and size limit applies, usually 2 large pieces plus 1 carry-on. Luggage must be labelled and stored in designated areas(above the seat or at the end of the carriage). There may be a charge (e.g. £30-40/€) per piece for additional luggage or that which exceeds the permitted dimensions.

TGV/SNCF

Travel luggage must be easy to carry. On TGV INOUI trains, the passenger may take up to 2 large suitcases (max. 75x53x30 cm) plus 1 small carry-on bag.

Large luggage is usually allowed as long as the passenger can transport it independently and fit it safely.

Renfe

A passenger may carry up to 3 pieces of luggage, provided the sum of the dimensions does not exceed the specified limit (usually 25 kg and 290 cm in total).

Skis are allowed free of charge if properly packed. Luggage must be marked with the passenger's name.

Trenitalia

There is no formal limit on pieces, as long as the passenger can transport it himself and place it on shelves or in designated areas. This limitation is primarily for common sense and safety.

Skis and pushchairs are allowed free of charge as hand luggage.

České dráhy

The traveller may carry easy-to-carry items which should be placed in designated places (above the seat or in racks).

Skis and prams can be carried free of charge as hand luggage, provided they are not cumbersome.

Ukrainian Railways

A passenger can carry up to 36 kg of luggage in a compartment. In Kupe (compartment) carriages, luggage must fit under the seat or on the shelf above the door. If the 36 kg limit is exceeded, an excess baggage charge must be paid.

Question 44

What is the difference between 1st and 2nd class?

Accepted Answer

PKP

The difference between classes depends on the type of train.

On Intercity, 1st class is usually compartment cars with adjustable seats and individual lighting. In 2nd class, there are compartmentless and compartmentalised carriages, with air conditioning and telephone signal amplification devices.

On Pendolino, First Class is the highest standard with generous seat spacing, adjustable seats and passengers receive a hot and cold drink and snack. Second class passengers receive water, have areas with tables and can purchase seats in the Quiet Zone.

In TLK, 1st class is compartment carriages with 6 comfortable seats, while 2nd class is compartmentless carriages with double seats or compartment carriages with 6 or 8 seats.

Deutsche Bahn

Differences focus on comfort, space and additional services, especially on ICE trains.

Class 1 offers wider and more adjustable seats, more legroom and a 2+1 rather than 2+2 layout. Included in the price is service at the seat (Am Platz service), free magazines and free seat reservation.

Class 2 is a standard 2+2 seating arrangement, with access to air conditioning and Wi-Fi (optional), and no seatside service.

Eurostar

Eurostar offers three classes, of which Business Premier is the highest. It has larger, wider seats, quieter carriages and a 2+1 layout and includes fast, complimentary meals and drinks served at the seat, express check-in and access to the Business Premier L ounges (Lounge).

Standard Premier Class offers wider, more adjustable seats, more legroom and a 2+1 layout, with a light meal included in the price.

Standard Class features standard seats in a 2+2 layout and the option to purchase food from the buffet.

TGV/SNCF

The differences on the TGV INOUI are in terms of space and service.

Class 1 are more spacious carriages with wider, ergonomic seats in a 2+1 arrangement, with more legroom and sockets. Free Wi-Fi and access to additional services are included in some fares.

Class 2 is a standard 2+2 seating arrangement, with access to sockets and Wi-Fi, and meals and drinks are purchased in the bar carriage.

Renfe

On AVE/Larga Distancia trains, Renfe offers comfort-related fares.

ThePrémium Class (equivalent to Class 1) provides Confort seats (2+1 arrangement), an included food and beverage service at the seat, access to the Club Lounges (Salas Club) and full ticket flexibility.

Estándar Class (equivalent to Class 2) provides standard comfortable seats in a 2+2 arrangement, with Wi-Fi and multimedia access, but without additional Prémium services.

Trenitalia

Differences are categorised as 'Service Levels'.

The highest Business and Executive (Class 1) levels offer wide seats, with very generous working space in Executive. Included in the price is a welcome service with drinks and snacks (Business), and in Executive a full premium hot meal served at the seat and access to the Freccia lounges.

The Premium level (Class 2) offers leather seats and an included welcome drink and snack.

The Standard level is the most economical.

České dráhy

The differences on long-distance trains are in terms of comfort and service.

Class 1 provides more comfortable and wider seats, more legroom and fewer seats in a compartment (6 instead of 8) or a more spacious compartmentless carriage (2+1 arrangement). Often a welcome drink and a small snack are included, as well as better conductor service.

Class 2 is the standard 2+2 seating arrangement.

Ukrainian Railways

The differences are mainly in the type of sleeping car.

Lux/SW (Soft/Class 1) carriages are double (or single) compartments of the highest comfort, with bedding, bottled water and hygiene kit included in the price.

The Kupe (Pre-Compartment/Class 2)carriage is a four-person compartment with lockable doors and included bed linen and towel.

The cheapest option is the Platskart Wagon, which is an open carriage with no compartments.

Question 45

Car types

Accepted Answer

There are two basic types of carriages:

compartmentless car (Pendolino, Intercity)
compartment car (Intercity, TLK).

There are also sleeping cars and cars for transporting bicycles on some types of trains.

Question 46

Is there a Wars dining car on the train?

Accepted Answer

The WARS restaurant car can be found on all EuroCity (EC) and EuroNight (EN) trains, as well as on some international trains passing through Poland.

For domestic connections, the restaurant car can be found on Intercity and Pendolino trains.

Question 47

Types of train in Poland

Accepted Answer

Intercity \- The Express Intercity trains running in Poland belong to the category of Intercity trains run by rail operators in various European countries. The train's journey is characterised by a small number of intermediate stations and a high maximum speed, thus placing it in the category of high-speed services.

Pendolino \- Express InterCity Premium trains known as Pendolino. PKP Pendolino trains operate connections between major Polish cities, linking the south and north of the country. Travelling by PKP Pendolino train is very comfortable, which is due to the speed at which the trains run between cities reaching up to 250 km/h!

TLK \- TLK trains, i.e. Twoje Linie Kolejowe (Your Railway Lines) is an offer which allows you to travel by train on long distances at low train ticket prices. The train stops at all intermediate stations along the route and runs with high frequency.

Question 48

Why doesn't the train stop at all stations?

Accepted Answer

Travelling by PKP Intercity and Pendolino fast trains is characterised by a short journey time due to the high maximum speed and a small number of intermediate stations. The trains stop only at selected stations in larger cities, which saves time.

TLK trains - Twoje Linie Kolejowe - are characterised by longer journey times and a higher frequency of journeys. The train stops at all railway stations through which the route passes.

Question 49

Where can I find the ticket I bought?

Accepted Answer

The purchased online rail ticket is sent to the customer:

to the e-mail address provided as a PDF attachment
as an SMS to the telephone number provided

Please check your inbox and SPAM messages.

If the ticket is not visible, please contact customer service.

Question 50

Where is the ticket number?

Accepted Answer

The ticket number is visible when you open an electronic ticket attached as a PDF in an email or when you receive an SMS.

The ticket number is a sequence of digits preceded by letters (e.g. WE, BA, BK, depending on the carrier), described as Ticket no.

Question 51

Payment failed, is my ticket booking valid?

Accepted Answer

No. Confirmation of your train ticket booking takes place after you have paid for your ticket.

Confirmation of your booking with the purchased ticket will be sent to your email immediately after payment for the ticket has been made.

In case of unsuccessful payment, please make a new booking.

Question 52

Where can I find my order number?

Accepted Answer

Each order has a number to identify the customer. The order number is visible in the subject and header of the message. The order number is a sequence of letters and numbers beginning with E (for orders from the Polish site), P (for orders from the English site), R (for orders from the Russian site), U (for orders from the Ukrainian site), e.g. E1F2G3H4.

Confirmation of the order comes by e-mail to the e-mail address provided by the customer when filling in the booking form.

Question 53

I can't find the connection, what should I do?

Accepted Answer

You have selected a foreign train with a departure from Poland whose route is not yet operated by us. Try searching for a connection from one of the transfer cities e.g.: Warsaw, Krakow, Katowice or Poznan. If you still do not get a result, try searching for a connection from one of the interchange cities outside Poland, e.g. Berlin, Prague, London, Paris, Brussels, Budapest, Vienna.
Your train is not yet available for sale. Try changing your travel dates. When booking a connection within European countries, in most cases tickets are available for sale approximately 30-60 days from today at the latest.
All seats on the train have been bought or the selected fare is currently unavailable. Try changing your travel dates. It is possible that the ticket you have selected is subject to special conditions, e.g. weekend rates or promotions.
If you are still unable to find a convenient connection, please contact a travel consultant via the application form. We will prepare a personalised offer for you.

Question 54

I bought a ticket for several people and only got one document

Accepted Answer

A single ticket shall be issued for passengers holding a joint reservation.

The person whose name is entered on the ticket as the principal passenger shall be present during ticket control when travelling on the train.

Other passengers are not listed by name on the ticket and their presence on the train is not compulsory.

Question 55

I did not receive a ticket for a booking made

Accepted Answer

An electronic booking confirmation is not equivalent to a train ticket. In order to purchase a ticket, it must be confirmed by payment of the ticket fee.

Once the booking has been confirmed by payment, the online train ticket is sent to the customer:

to the e-mail address provided as a PDF attachment
as an SMS to the telephone number provided

Please check your inbox and SPAM messages.

If the ticket is not visible, please contact customer service.

Question 56

Deferred payment

Accepted Answer

The TWISTO/PayPo payment type is an option to purchase a ticket with a deferred payment period of up to 30 days.

When you select this option, you will be redirected to the Twisto or PayPo website, where you must confirm your identity and complete the required details. You will receive information about the payment deadline and a link to make the payment directly from the selected operator.

Question 57

Types of payment

Accepted Answer

The ticket order must be confirmed by payment. Travellers can choose from the following payment methods:

Online transfer \- secure online transfer made directly from your bank.
Card payment \- secure payment using a debit or credit card.
BLIK \- secure and fast payment using a code from your bank's mobile app.
Deferred payment - payment with deferred payment by 30 days (e.g. Twisto/PayPo).
ApplePay/GooglePay \- fast, convenient and secure mobile payment using your phone or smartwatch
Visa Mobile \- a modern payment method without the need to enter your card details. You confirm the transaction on your phone

Question 58

When is the earliest I can buy a ticket?

Accepted Answer

For domestic journeys (within Poland), reservations are only possible for journeys starting no later than 30 days from the current date.

For international travel, booking is only possible for journeys starting no later than 30, 60 or 120 days from the current date.

Question 59

Order confirmation

Accepted Answer

Confirmation of your train ticket order follows payment. You will receive it electronically to the e-mail address you provided when completing the booking form.

Each order has its own number to identify the customer. The order number is visible in the subject and header of the message \- it is a sequence of letters and numbers starting with the letter N (for PL), P (for EN), R (for RU), or U (for UA), e.g. E1F2G3H4.

Please note that the order confirmation is not equivalent to a ticket and does not entitle you to travel on the train. The electronic train ticket can be found in the PDF attachment attached to the message.

Question 60

Why has my order not been confirmed?

Accepted Answer

Confirmation of the train ticket order shall only take place after payment for the ticket has been made. Failure to pay for the ticket is tantamount to non-confirmation of the order.

The electronic order confirmation should arrive at the e-mail address provided when the order was created. Each order has its own identification number visible in the subject and header of the message (a sequence of letters and numbers beginning with e.g. the letter N, P, R or U, e.g. E1F2G3H4).

Question 61

Are there discounts for groups?

Accepted Answer

PKP

Yes, PKP offers discounts for organised groups(minimum 11 people). The ticket must be ordered at least 15 days before the planned journey. The group ticket price is not affected by the date of purchase and the discount is calculated on the base price. Paper tickets are sent by courier.

The discount is 20% on TLK and IC trains.

On Pendolino, the discount is between 15% and 20% (depending on the day of the week).

In addition, in a group of 16, one person travels free of charge.

Deutsche Bahn

DB offers a single Super Sparpreis Gruppe and Sparpreis Gruppe ticket for the entire group of 6 persons or more. These fares, for long-distance travel (ICE, IC/EC), are dynamic and offer significant savings compared to individual fares, but are limited and non-refundable.

Eurostar

Eurostar offers discounts for groups booking together of 10 people or more. Discounts are agreed individually and depend on the route and time of travel. The group price is negotiable and generally lower than the purchase of 10 individual tickets.

TGV/SNCF

SNCF offers group fares for an order of 10 persons or more, which are lower than individual fares. These discounts are dynamic and the order must be made in advance.

Renfe

Renfe offers special fares for groups travelling together on high-speed (AVE) and long-distance trains. Groups of 10 people or more usually receive a discount of 20-25% on the base fare, provided all travellers are on the same train.

Trenitalia

Trenitalia offers group discounts with special fares for groups of 10 people and upwards. In addition, promotions dedicated to smaller groups (e.g. 2-5 people) are available, such as Speciale 2x1 (you buy 2, pay for 1) or Speciale Insieme, the availability of which depends on the route.

České dráhy

ČD offers the Skupinová jízdenka (Group Ticket) fare, ideal for families and friends. Discounts startfrom 2 persons upwards and increase with the size of the group. Usually, the first person pays the base price and each additional person in the group (up to the fifth person) receives a fixed discount (often 50% off the base ticket price).

Ukrainian Railways

The group order option at UZ is available by placing a group order for groups of 10 people or more. There is no fixed percentage discount. Prices are set individually and require a formal order to guarantee the availability of seats in the same carriages and compartments.

Question 62

How do I buy a ticket for a child under 4?

Accepted Answer

In order to travel with a child under 4 years of age, it is necessary to purchase a ticket with a 100% discount.

The ticket must be purchased by selecting the Child under 4 discount type at the time of purchase of the adult ticket or independently, provided the number of the existing adult ticket is entered and the seat next to it is available.

Question 63

How do I buy a ticket for a disabled person and carer?

Accepted Answer

PKP

All available discounts, including statutory discounts for disabled people and their carers, can be selected directly on the PolishTrains website. Simply select the relevant discount option during the ticket purchase process.

Deutsche Bahn

There are no statutory discounts for people with disabilities on DB. If you need support and assistance (such as a wheelchair lift) to board, alight or move around the train, please contact our Customer Service.

Other carriers

Tickets with concessions for disabled persons and their carers (according to the regulations of the country concerned, e.g. Germany) must be ordered using the contact form. In this way you can guarantee the correctness of the concession and possible assistance with embarkation/disembarkation.

Question 64

What type of discount am I entitled to?

Accepted Answer

The type of discount when purchasing a train ticket is influenced by factors such as age, nationality and the possession and validity of the documents needed to benefit from the selected discount. The most popular discounts for online rail ticket sales include:

Normal fare - for travellers without discounts
Children/young people - children and young people aged between 4 and 24 with a valid Polish school card
Children up to 4 years - infants and children up to 4 years of age
Students - Students up to 26 years of age with a valid Polish or ISIC identity card and permanent residence card in Poland
Doctoral students - Doctoral students up to the age of 35 with a valid doctoral card
Seniors - Travellers over 60 years of age
Disabled - Children, young people, carer - Disabled children and young people up to the age of 24, students up to the age of 26 and the parent or carer of the child, young person or student.

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