We are aware of the fact that a delay can be very unpleasant. That’s why we offer you a refund even when the delay is not a responsibility of ours.
Refund amounts depend on the duration of the delay. The most frequent reasons for cancellation of connections are extraordinary events (accident, bad weather, track impassibility) or operational reasons.
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| 60-119 minutes | 25% off the ticket price |
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| More than 120 minutes | 50% off the ticket price |
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| Cancelled connection | 100% off the ticket price / rebooking to another connection |
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How to request a refund?
Select one of the refund forms and follow the instructions in the chat. We will get back to you within 24 hours.
- Contact us via online chat with the number of the ticket you wish to rebook or refund.
- You will find the ticket number in the pdf ticket in the email you received after you purchase or in your Smile Club account.
- Once your claim for compensation has been verified, we will refund you within 30 days.
Frequently asked questions
When and how do I receive money for a canceled ticket?
Online payment
(credit card, bank transfer, PayPal, Google Pay, Apple Pay, Click to Pay)
Where will the money be refunded to: back by the same payment method
Refund time: 3–5 working days
Cancellation fee: 1,25 € per ticket
Conditions for using this cancellation/refund: only if the tickets were purchased in the LE online e-shop or mobile app and you are not a registered Smile Club member.
Other payment
(cash, Twisto Pay, Skip Pay)
Where will the money be refunded to: back to the bank account specified in the online form
Refund period: up to 30 days from confirmation of receipt of cancellation request
Cancellation fee: 1,25 € per ticket
Conditions for using this cancellation/refund: only if the tickets have been purchased in the LE online e-shop, in the mobile app, at the ticket office or at a contracted retailer and you are not a registered member of the Smile Club
Payment with leo credits
Where will the money be refunded to: back to customer account in leo credits
Refund period: immediately
Conditions for using this cancellation/refund: only if the tickets were purchased under a registered Smile Club customer account. Applies even if the ticket was partly paid with finances and partly with the remaining leo credits on the customer's account.
My connection has been cancelled, how do I proceed?
- We will be happy to rebook your ticket on another available train connection of our company. The condition for rebooking is that the departure and final stations stay the same. Just let us know your ticket number and we will take care of the rest.
- If no other connection suits you, we will check your entitlement to compensation and refund your money, usually within 5 working days, but no later than 30 days.
What does SEPA, IBAN a BIC mean?
SEPA (Single Euro Payments Area) means a united area for payments in euro. This marks a new currency regulation for national and European payments.
IBAN (International Bank Account Number or International Bank Account Number) is a number that replaces all account details (account number and bank code in the Czech Republic).
BIC (Business Identifier Code) is an internationally standardized bank code that uniquely identifies a bank in international payment transactions.
Independent Agency for Passenger and Passenger Rights traveling to or from Austria
Passengers traveling to or from Austria who are not satisfied with the solution of any problems with our company can contact the Agency for Passenger Rights (apf) in Austria. You can submit your documents via the online-complaint form on www.passagier.at. If it is not possible to send the documents online, please send the documents via post to: Agentur für Passagier- und Fahrgastrechte, Fachbereich Bus, Linke Wienzeile 4/1/6, A-1060 Wien.
Excerpt from the legislation relating to the assertion of passengers' rights under the contract of carriage
Claims under carriage contract including fare refunds are to be applied for by the entitled passenger without any undue delay in accordance with the section 2553, subsection 3 of the law No. 89/2012 Coll., Civil Code, no later than within 6 months (does not apply for fare refunds associated with unrealized journeys due to obstacles on the passenger's side) from the day of realized or scheduled departure. Failure to comply with the deadline terminates such claim.
In accordance with the section 39 subsection 2 of Decree of the Ministry of Transportation No. 175/2000 Coll., on the transport rules for public rail and road passenger transport, a claim to refund fares will be processed no later than within one month from the day of receipt of the application.