Customer Care

Every ticket includes a ticket code that you can enter into the Ticket Cancellation Form.

You can also cancel your ticket comfortably in the Smile Club. You just log on and choose one of your active tickets. We return your money to you in leo credits. For the leo credits return is free of charge. 

• Cancellation of tickets purchased in the Smile Club is only possible up to leo credits.
• It is only possible to cancel the ticket into leo credits when using the combined payment
• The Promo ticket can be cancelled without a refund of money or leo credits
• Non-registered users can cancel tickets up to 15 minutes before the scheduled departure of the connection

Unfortunately, the ticket cannot be modified or changed after purchase. If you want to change the details on the ticket, you need to cancel the ticket and buy it again. The only thing that can be changed on an already purchased ticket is the seat number within one connection, in order to do it please contact our Customer Support.

Transport of dogs and cats on LE connections

Of course, we will be pleased to accept your pets on all Leo Express links. However, you have to adhere to several rules.
Your pet must be transported in a portable cage, basket or another suitable carrier with a fixed solid bottom. The carrier size must not exceed 40 x 50 x 50 cm. Unfortunately, if your pet cannot be accommodated in a carried with this size, it cannot be accepted for transport. There is the exception from this rule applying to assistant dogs.

Transport of dogs and cats on LET connections

Of course, we will be pleased to accept your pets on all Leo Express links. However, you have to adhere to several rules.
Your pet must be transported in a portable cage, basket or another suitable carrier with a fixed solid bottom. The carrier size must not exceed 40 x 50 x 50 cm. Unfortunately, if your pet cannot be accommodated in a carried with this size, it cannot be accepted for transport. There is the exception from this rule applying to assistant dogs.

Outside the completely enclosed box, only a dog of live animals can be transported on the train, and only in the 2nd carriage class. The dog has to wear a safe muzzle, has to be close-held on a leash and must not be transported on the seat. The dog must wear a safe muzzle already when boarding the train. For the dog transported in this way, the passenger pays the fare according to the tariff. The price for transporting a dog is 30 CZK. There is an exception for assistance dogs.

Guide and assistance dogs can be transported free of charge on the train if all of the following conditions are met:

a) the dog is visibly marked with the harness of the guide or assistance dog;

b) the dog is kept on a leash.

If your ticket has not arrived, check the Spam or Bulk folder. If you don't find the ticket, please contact our Customer Center, they will kindly send the ticket again.

1. call us on +420 220 311 700 between 08:00 - 20:00
2. write an email to [email protected], we will usually reply within 5 working days

Were you not satisfied with the solution your request?
Jaroslava Dlouhá
complaints department
[email protected]