F&Q Arriva E-Shop

Do I need to register with the e-shop to buy a ticket?
No, you don’t. You can purchase a ticket anonymously without logging in. However, registering offers several benefits: lower ticket prices on select routes, the ability to purchase tickets for multiple people at once, an overview of planned and past trips, easy cancellations and fare refunds, and the use of a credit account for quick and easy payments. If you choose to make an anonymous purchase, we will send the ticket to the email address you provide during the purchase process. You can also download the ticket to your device at the end of the purchase after payment confirmation.

How do I register for the new e-shop?
If you have an account in the original e-shop at jízdenky.arriva.cz, log in here using your existing account and follow the instructions. Once completed, your credits and purchased tickets will be transferred. If you don’t have an account yet, simply create one at shop.arriva.cz. After clicking the menu button in the top right corner and selecting “Create Account,” enter your email, first name, and last name, and choose a password. After confirming the necessary consents and activating your account via email, your account will be active. Registration is the same for both the web store and the mobile app.

How do I purchase tickets in the app?
If you already have the ARRIVA CZ app installed, update it to the latest version (Android: 1.1.04, iOS: 1.1.4). Then log in with your existing account and follow the instructions to transfer your credits and purchased tickets. After that, you can shop just as you’re used to. If you don’t have the app yet, download it from Google Play or the App Store and install it—it’s worth it because you’ll get a range of benefits and lower ticket prices. Then create your account and log in. Anonymous purchases without logging in are not possible in our mobile app.

Can I reserve a seat when purchasing a ticket?
A seat reservation is included in the price of every ticket. You can select your seat on the vehicle layout during the purchase process. If you do not do so, our system will automatically assign you a seat.

What options are available in my account?
In the “My Account” tab, you can edit your personal information, manage necessary consents, or change your password. In the “My Trips” tab, you’ll find an overview of all purchased and used tickets. In the “My Credit” tab, you can check your credit balance, including additions and deductions, or top up your credit via PayU.

What payment methods are available for purchasing a ticket?
You can pay for your purchase with a credit card via Google Pay and Apple Pay or by instant bank transfer. The payment gateway is operated by PayU.

You can also pay for your purchase using your credit account. You must have sufficient funds in your account to cover the full amount of the order. You cannot combine credit payments with PayU.

Do I need to print my ticket? What should I do during a ticket inspection on the train or bus?
You do not need to print your ticket. You can present it on the screen of your electronic device during a ticket inspection. It is important that the QR code on the ticket is legible, as it is used to verify your ticket when you present it to the driver upon boarding the bus or to the conductor on the train.

What should we do if we want to travel in a larger group?
To order tickets for a group of more than 20 people, please contact us via the reservation form on the website www.arriva.cz or by calling our customer service line at 725 100 725.

How can I change or cancel a ticket?
Changes to tickets purchased through the e-shop are not possible. You must cancel the ticket and purchase a new one. Only registered and logged-in customers can cancel a ticket—simply do so in their profile under the "My Trips" section. You can cancel a ticket purchased while logged into your account no later than 15 minutes before the departure of the connection for which the ticket was purchased. For OneTicket tickets, cancellation must occur before the ticket’s validity period begins. The cancellation fee is 0% for refunds to credit; however, it is 10% (with a minimum of 10 CZK) for cash refunds in all other cases. To cancel a ticket purchased without logging in, contact the customer service center via email at info@arriva.cz or by phone at 725 100 725. A cancellation fee will be deducted from the fare amount refunded to you after the cancellation is processed, in accordance with the applicable Terms and Conditions.

How can I delete my e-shop account?
If you wish to cancel your e-shop account, please contact the customer service center via email at info@arriva.cz or by phone at 725 100 725, where they will inform you of the next steps. The procedure for canceling an account is outlined in the Terms and Conditions for the Creation and Maintenance of User Accounts and Credit Accounts.