1. Tickets and reservations purchased in advance for all cancelled international trains with the date of travel 13 March 2020 (reimbursements of tickets purchased on 13th March 2020 will be processed according to the valid Tariff and Carriage Terms and Conditions).
2. Domestic tickets and reservations purchased in advance before 06:00 on 12^th March 2020 (reimbursements of tickets purchased after 06:00 on 12th March 2020 and reimbursements of tickets valid until announcement of the emergency situation will be processed according to the valid Tariff and Carriage Terms and Conditions).
3. Season tickets IDS BK purchased in advance before 06:00 on 12th March 2020 (reimbursements of tickets purchased after 06:00 on 12th March 2020 and reimbursements of tickets valid until announcement of the emergency situation will be processed according to the valid Tariff and Carriage Terms and Conditions).

Request for reimbursement of a paper ticket (ticket purchased at the ticket-desk) can be filed:

• In person at a ticket-desk– we recommend to do this only after the emergency situation is recalled
• Via regular post without needing any additional confirmation at the postal addresses listed below:

Request for reimbursement of a domestic tickets:

REKLAMÁCIA VNÚTROŠTÁTNA

Železničná spoločnosť Slovensko, a. s.

Rožňavská 1 (pracovisko Žabotova 12)

832 72  Bratislava 3

Request for reimbursement of an international tickets:

REKLAMÁCIA MEDZINÁRODNÁ

Železničná spoločnosť Slovensko, a. s.

Pri bitúnku 2 (pracovisko Letná 42)

040 01  Košice

 In your request, please include the following information:

• Name and Surname,
• bank account details as IBAN and the telephone number resp. e-mail address:
• correct postal address in case you do not have a bank account and wish us to send the reimbursement to your postal address,
• originals of all the corresponding tickets and travel documents (tickets, reservations etc.),
• reason of the request just use „Coronavirus“).

We kindly ask you to attach all the relevant documents or documents that prove that the cancellation of the ticket to be reimbursed is justified.

The reimbursed amount will be transferred to the bank account stated by the customer.

Request for reimbursement of an online ticket („ITD“) (tickets purchased in the ZSSK online shop or in the ZSSK mobile App Ideme vlakom) can be filed:

1. if the online return is still possible (the time periods are in accordance with the Commercial Terms and Conditions of the ZSSK online shop):
   • using the online form on the website – if ITD was purchased via internet version of the online shop

   or

   • via the mobile application in the tab „aktuálne cesty“ (actual journeys) – if ITD was purchased via the mobile App.

   The customer can additionally request also the reimbursement of the cancellation fee (storno) that will be deducted in this case. To have this fee reimbursed, the customer shall follow the process prescribed for reimbursement of the standard paper tickets.

2. if it is no more possible to return the ticket online (time limit expired):
   • passengers can request the reimbursement of the ticket in writing using the regular postal address or e-mail address (we recommend to use the mentioned e-mail address):
     
     REKLAMÁCIA VNÚTROŠTÁTNA
     Železničná spoločnosť Slovensko, a. s.
     Rožňavská 1 (pracovisko Žabotova 12)
     reklamacie@slovakrail.sk

In your request, please include the following information:

• identification data of the payer, which were filled in during ITD purchase (Name and Surname, ID number),
• 16-digit transaction number of ITD,
• variable symbol (VS) of the executed payment for the subject ITD (in case the VS was generated),
• reason of the request (just use „Coronavirus“),
• alternatively you can also fill out the form Žiadosť o vrátenie/Reklamácia cestovného v internetovom obchode ZSSK – ZSSK 33295 (PDF in slovak, 56,8 kB).

We kindly ask you to attach all the relevant documents or documents that prove that the cancellation of the travel document to be reimbursed is justified.

The reimbursed amount will be transferred to the bank account stated by the customer.