- You can claim compensation within 2 months at the latest:
- at the ZSSK ticket desk equipped with the KVC – distribution system (except for sales by contracting partners),
- in writing at the address: REKLAMÁCIA MEDZINÁRODNÁ, Železničná spoločnosť Slovensko, a. s., Pri bitúnku 2 (pracovisko Letná 42), 040 01 Košice, reklamacie@slovakrail.sk.
If you purchased your ticket at a ticket desk – it is necessary to provide (in the written request) the customer’s identification data (name, surname, address, bank account number in the form of IBAN, if the account is kept in a foreign bank, also BIC/SWIFT) and attach the original travel documents as well as the documents of payment for accommodation or refreshments. To speed up the processing of your application, please also attach the confirmation of the train delay.
In the case of an internet travel document purchased in the ZSSK e-shop or in the mobile application Ideme vlakom – it is necessary to provide the customer’s identification data (first name, surname, address, bank account number in the form of IBAN, if the account is kept in a foreign bank, also BIC SWIFT) and to attach the internet travel document in an e-mail or written request. To speed up the processing of your request, please also attach a confirmation of the train delay (when sending by e-mail, a scan/photo of the confirmation of the train delay is sufficient). If you are claiming reimbursement of expenses, please attach original receipts for accommodation or refreshments (not scans/photos).
The request can also be made using a form: Žiadosť o poskytnutie odškodnenia a náhrady nákladov v medzinárodnej osobnej preprave ZSSK 07351/33528 (PDF, 239 kB). If you are claiming compensation at the ZSSK ticket desk, fill in the form in duplicate, on one copy the cashier will confirm that the claim has been submitted.
o Acceptance of a claim does not constitute confirmation of entitlement to compensation or reimbursement of costs.
o ZSSK accepts liability only for travel documents issued by our company. If you submit travel documents purchased from other railway companies to us, we will forward them to the relevant railway company for processing. However, this may prolong the processing of your request.
o We will pay compensation for delays and related costs within one month of receipt of the request for compensation and reimbursement in the form of a credit note. If you request, the compensation will be paid by bank transfer to your bank account.
You are not entitled to compensation in the following cases:
- if you were informed of the possible delay before you bought your travel document,
- if the delay is less than 60 minutes due to the continuation of another service or rerouting at the destination station,
- in the event of exceptional circumstances unrelated to railway operations which, despite the carrier having made efforts appropriate to the situation, could not have been prevented and the consequences of which could not have been avoided,
- in the event of fault on the passenger’s side,
- as a result of an act of a third party which, despite the best efforts of the carrier, could not have been prevented by a third party (another railway undertaking is not considered to be a third party).
