Replacement and refund

General rules regarding replacement and refund:

  • Replacement and refund are possible in cases if tickets, travelcards and passes can be unambiguously identifiable. Those tickets, travelcards and passes are identifiable about which it can be determined whether they are original, furthermore the types of tickets and passes (including the serial number) printed on the paper can be clearly seen and no significant part is missing (e.g. the hologram has not been torn) and it can be checked whether tickets are validated. In case a Ticket Vending Machine has printed the ticket or pass improperly, due to which it cannot be identifiable, then a Complaint Form/Equity Form as well as the investigation of the case, refund can be requested at customer service centres, at the Central Customer Service Centre in Rumbach Sebestyén u. 19.-21. and at the airport customer service points.
  • In case of passes consisting of several slips, the slip valid for the given and for the consecutive period must be handed over. In case of tickets consisting of several slips, each unused slip must be handed over.
  • In case the Customer requested an invoice upon purchase about the ticket or pass returned for replacement or refund, the original invoice must be handed over.
  • It is not BKK Zrt, which replaces or refunds Budapest products issued via the system of both MÁV-START Zrt and Volánbusz Zrt and the metropolitan tickets and passes issued by Volánbusz Zrt. The replacement or refund must be initiated at the location of purchase (at the vendor).

Please find more information here on the usability, replacement, refund of tickets.

Among the unused tickets prepurchased from 2013, damaged or destroyed tickets will be replaced after the payment of the HUF 250 handling fee, while tickets improperly issued by the Ticket Vending Machines or faded tickets will be replaced to the identical tickets with the same validity without the payment of the handling fee at the customer service centres, at the Central Customer Service Centre in Rumbach Sebestyén u. 19.-21. and at the airport customer service points.

Among single tickets, unused tickets prepurchased from 2013 can be refunded after the payment of the HUF 250 handling fee at the above-listed locations.

Among the suburban railway tickets, damaged or destroyed tickets will be replaced after the payment of the HUF 250 handling fee, while tickets improperly issued by the Ticket Vending Machines or faded tickets will be replaced with the same type and the same validity without the payment of the handling fee at the Customer Service Centres, at the Central Customer Service Centre in Rumbach Sebestyén u. 19.-21. and at the airport customer service points.

Suburban railway tickets can be refunded prior to the starting day of the validity period at any of the public transport ticket offices, at the Customer Service Centres, at the Central and at the airport customer service points, in case the ticket fee is more than the amount of the handling fee (HUF 250).

Replaceable travelcard and pass types:

  • Budapest 24-hour travelcard
  • Budapest 24-hour group travelcard
  • Budapest 72-hour travelcard
  • Budapest 7-day travelcard
  • Heritage service tickets
  • 15-day, monthly, quarterly, semester Budapest-passes and different types of annual passes

There are 2 options for replacement:

  1. the travelcard or pass is requested with the same type and validity. For example, an accidently washed or damaged pass is replaced with a new pass of the same type with the same validity.
  2. The Customer receives a travelcard or pass with one of at least the same value (same or higher price) and start of validity. For example, a monthly pass is replaced, after payment of the price difference, with a quarterly pass with the same start of validity.

The replacement fee is HUF 250, while in case of the annual passes (except for the monthly-priced annual pass that can be purchased and refunded during the year) HUF 500. Tickets improperly issued by the Ticket Vending Machines or faded tickets will be replaced to the same tickets with the same validity without the payment of the handling fee (in this case, tickets and passes not listed above can be replaced, as well.)

The listed products can be replaced at any of the public transport ticket offices, at customer service centres and at the Central Customer Service Centre in Rumbach Sebestyén utca and at the airport customer service points, except for the annual passes and products purchased via bank transfer. Annual passes, products purchased by bank transfer and transferable passes are exchanged at the customer service centres at Baross tér and Deák Ferenc tér as well as at the Central Customer Service in Rumbach Sebestyén utca 19.-21. Annual passes are exchanged up to the value of HUF 250,000 at the Customer Service Centres in Baross tér and at Deák Ferenc tér. The replacement of tickets and passes purchased by bank transfer need to be requested by the customer online at the website.

In case of duplicated passes (with the same validity period) purchased by accident for a given person, it is possible to replace one of the passes – after the replacement, you will be in possession of two passes with consecutive months (e.g. in case of two passes with the validity period between 1 and 31 March, one of the passes can be replaced to a pass with the validity period 1-30 April). In case of passes issued for a given person which have at least one identical day (e.g. in case of a pass purchased for the validity period between 5 March and 4 April and another pass purchased by accident for the validity period between 4 April and 3 May), the pass with the subsequent validity period can be replaced to the same type of pass with a different starting day of validity (in order that the validity period of the two passes could be continuous, using the above-mentioned example, e.g. a pass with the starting day 5 April can be requested instead of the pass with the starting day 4 April). The passes can be replaced within seven days from the starting day of validity at the Customer Service Centres, at the Central Customer Service Centre in Rumbach Sebestyén u. 19.-21. and at the airport customer service points with the payment of the handling fee of the given type of pass. In case annual passes or passes purchased by bank transfer are required to be replaced, it is done by the Customer Service Centres in Baross utca, and in Deák tér or by the Central Customer Centre in Rumbach Sebestyén u. 19.-21. In case the pass to be replaced is a semester pass or annual pass or the replacement is subject to pre-purchase restrictions, passes are refunded, not replaced.

Refundable travelcard and pass types:

  • Budapest 24-hour travelcard
  • Budapest 24-hour group travelcard
  • Pupil group travelcard
  • 5/30 BKK 24-hour travelcard
  • Heritage service travelcard
  • Budapest 72-hour travelcard
  • Budapest 7-day travelcard
  • 15-day, monthly, quarterly, semester Budapest-passes
  • Annual passes with monthly slips, with selectable start day of validity
  • Transferable annual Budapest-pass
  • Annual heritage service pass

Refund is possible only before the start of validity. Exceptions: annual passes with monthly slips, with selectable start days of validity can be refunded during the year (only the price for unstarted months will be refunded by BKK) and the 5/30 BKK 24-hour travelcard which can be refunded before the start of the 30-day validity period.

The refund fee is HUF 250, while in case of the annual passes (except for the monthly-priced annual pass that can be purchased and refunded during the year) HUF 500.

The products can be replaced at any of the public transport ticket offices, at customer service centres and at the Central and at the airport customer service points, except for the annual passes and products purchased via bank transfer. The different types of annual passes and transferable passes are refunded at the Customer Service Centres in Baross utca and at Deák Ferenc tér and at the Central Customer Service Centre in Rumbach Sebestyén utca 19.-21. Annual passes are refunded up to the value of HUF 250,000 at the customer service centres at Baross tér and at Deák Ferenc tér. The refund of tickets and passes purchased via bank transfer can be requested by completing the required form and returning it along with the items to be refunded to BKK’s Commercial Sales Department, on the 1st floor of BKK’s head office at Rumbach Sebestyén utca 19-21.

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