FAQ

From Monday 27 March 2023 the use of a protective mask is not mandatory on Hellenic Train routes .

The passenger has the right to cancel his/her ticket before the trip and a refund will be made depending on the time of the request as follows: 
- In case of cancellation request up to 48 hours before the scheduled departure time from the boarding station, 100% of the nominal value of the original ticket is refunded. 
- In case of a cancellation request from 48 hours to 2 hours before the scheduled departure time of the itinerary from the boarding station, 80% of the nominal value of the original ticket is refunded. 
- For cancellation requests less than 2 hours before the scheduled departure time from the boarding station, and until the issuing system is closed, 50% of the nominal value of the original ticket is refunded. 

For the cancellation of a ticket purchased from a ticket office, the passenger shall address a ticket office by presenting his/her ticket and the refund of the ticket price shall be made by issuing a nominal voucher valid for one year. 

For the cancellation of a ticket purchased online (web & mobile), the passenger addresses either a ticket office or the call centre by stating the number together with the security code of the ticket and the refund of the ticket price is made according to the payment method. The refund to the card (for the entitled fare) is not directly implemented in cases of banking system mediation. 
Alternatively, the refund of the ticket price is made immediately by issuing a nominal voucher valid for one year (redeemable only at the ticket office).

More information available in the Terms of Passenger Transportation.

Yes, there is a registered luggage transportation service. This service is available on routes with a special carriage or an area for luggage safekeeping at IC itineraries Athens-Thessaloniki - Athens and Athens-Kalambaka-Athens (excluding itineraries with ETR 470 trains)  provide the registered luggage service. More information on the transportation of registered luggage is available on the relevant web page.

Schedule searches are carried out through the relevant trip search application. After customers enter the required criteria, such as whether they want a one-way or return ticket, what their departure and arrival station is and their date of travel (and date of return, if they are booking a return ticket), they are informed on available itineraries based on the set criteria.

The relevant trip search application  can be found available itineraries based on the criteria set by customers. By selecting their desired trip, the ‘Seats and passengers’ option will appear, where the passenger can see the ticket prices by entering and selecting their seat for the trips that offer seat booking.

There are specific requirements for transporting assistance animals by train. Small animals can travel in train carriages in special cages. Large animals may travel on trains with a special large animal transportation space, in a special cage. More information on the requirements for the transportation of assistance animals is available on the relevant web page

This service is temporarily unavailable

Individuals in wheelchairs can travel on several Hellenic Train routes. All Athens-Thessaloniki-Athens services offer a special compartment for passengers in wheelchairs, as well as an accessible toilet. To plan a journey for passengers in wheelchairs, a request must be made by the passenger to the Hellenic Train Customer Service Department 24 hours prior to the train’s departure. More information on travel for individuals in wheelchairs by train is available on the relevant webpage.

Yes, delay compensation is provided.

In case of a delay in the arrival of the passenger's destination, compensation is paid in proportion to the ticket price by issuing a nominal voucher valid for one year or in cash as follows: 
- For a delay of between 60 and 119 minutes, compensation shall be paid at 25% of the nominal value of the ticket presented. 
- For a delay of 120 minutes or more, compensation of 50% of the nominal value of the ticket presented will be paid. 

Holders of single tickets shall be compensated for the delay of the timetable up to the nominal value indicated on the ticket. 
Holders of through tickets shall be compensated for the total delay from the initial departure station to the final destination station and on the total value of the entire journey indicated on the single tickets. 

The passenger's claim for compensation for a delay in arrival may be made up to three (3) months after the time of the incident. The compensation shall be paid within one (1) month from the submission of the request for compensation. The minimum amount of compensation is 4 € (for smaller amounts no compensation is paid).

More information can be found in the Terms & Conditions of Passenger Transportation

The passenger can refuse to travel, for delays of more than an hour.  Compensation is provided in the form of a voucher or a refund of the ticket’s value.

If trains are cancelled, there is a provision for compensation in the amount of the ticket’s value.

You can. On specific types of suburban trains, passengers with a bicycle may travel by placing their bicycle in the disabled space, on the condition that there are no people with disabilities using the space, and that the train’s capacity allows for it. A maximum of three (3) bicycles are allowed per train. On long-distance routes, on trains which have a luggage car, passengers turn in their bicycles as luggage, with a special charge for the transportation of their bicycle. A maximum of five (5) bicycles are allowed per train. More information on travel for individuals with bicycles by train is available at the relevant web page.

Hellenic Train will soon announce a new customer reward programme. The new reward programme will be announced on Hellenic Train's website, www.hellenictrain.gr.

• You can cancel your card for multiple journeys or a specific number of journeys, before the date on which it becomes valid, for a refund (10% is withheld).

• Furthermore, you can cancel a Hellenic Train multiple journey card after the date on which it becomes valid (the amount withheld depends on how long the card was in use).

Not valid for monthly Hellenic Train cards or OASA smart cards.
More information is available in the ‘Terms of Passenger Transportation‘ 

You can. On the train, tickets are only issued for the specific service (no return tickets). If the passenger boards at a station where there is an operational ticket counter, there is a surcharge on the final ticket price.

No. You can only pay cash for your ticket on board.

There is no provision for compensation in case of delay or cancellation of services for holders of cards for multiple journeys or a specific number of journeys.

Route delays are displayed via the route search application. The user enters the departure station, the destination station and the date of the journey.
On the results screen, can click on the information icon (i) of the route of interest and then information about the route is displayed. Then click on the route number (e.g. 54) and then a window opens on the right of the screen, showing all the stops on the route and any delay time (in minutes) per Station.

The delay time is currently not shown on all Hellenic Train routes.

Large dogs that guide blind passengers within the train carriages can be received and transported in specific seats and carriages that have been set aside by Hellenic Train. More information on the transportation of guide dogs for the partially sighted or blind is available on the relevant web page.

Hellenic Train ticket counters issue the personal travel voucher for the ticket/trip for which delay compensation is provided. For e-tickets (webticketing & mobile app) you can get your delay compensation via the corresponding web page (https://tickets.hellenictrain.gr/dromologia/)

Passengers can choose a seat that faces the direction in which the train is travelling by making a request when purchasing tickets at Hellenic Train ticket counters, if there are available seats facing that direction. Furthermore, when purchasing an e-ticket (webticketing & mobile app), they can choose a seat facing the direction in which the train is travelling on the relevant seat selection screen, if there are seats available.

Attention: The final composition of the train may change, with a corresponding change in seat (namely, it may no longer be facing the direction the train is travelling in).

If the specific trip is available for e-ticket sales (webticketing & mobile app), the app user may complete their e-ticket purchase. If the specific trip requires the passenger to book a seat, then the user selects their seat. If a seat cannot be booked, then the user proceeds with the ticket purchasing procedure. For example, the Athens Suburban Services do not require to book a seat while purchasing an e-ticket.

At the present time, there are no international routes.

Hellenic Train e-tickets can be purchased either via the https://tickets.hellenictrain.gr/dromologia/ or via the mobile telephone app (Hellenic Train mobile app). The app is available for Android OS (Google Play) and iOS (App Store).

You are. Hellenic Train provides:

• 20% off return tickets
• Student discounts (it is necessary to present the student ID)
• Discounts for passengers over 65 and under 24
• Discounts for disabled passengers and parents of large families.

More information on Hellenic Train ticket discounts and special offers is available at the relevant web page.

Furthermore, major discounts are available for Multiple Journey Cards or Cards for a specific number of trips. More information on Hellenic Train card discounts is available at the relevant web page.

Group tickets are issued with a 25% discount for travel of 6 or more passengers travelling on the same service, train, date, and time. Group tickets must be issued 2 days before travel or 7 days before travel if you are travelling on a weekend or holiday.

Special terms apply to touristic trains, which you can learn by contacting local Hellenic Train ticket counters.

All Hellenic Train ticket counters can issue all Hellenic Train fare products (tickets/cards). The operating hours of all Hellenic Train sale points are posted on the relevant ‘Sale Points’ web page.

Trip information on tourism routes is available through the relevant trip search application, on the www.hellenictrain.gr homepage. After customers enter the required criteria for their journey, such as what their departure and arrival station is and what their date of travel is (and date of return, if they are booking a return ticket), they are informed on available trips based on the criteria they have set.

For information on group discounts and renting the Pelion train or general rail tourism issues, as well as on the promotion and development of the Pelion train, please sent an e-mail to: grafeio.volou@hellenictrain.gr.

For information on the Diakopto-Kalavryta route (Odontotos), you can contact the following stations:
Diakopto: Tel. No: +30 2130121929
Kalavryta: Tel. No +30 2130121930

More information is available on Hellenic Train’s website (www.hellenictrain.gr), under the ‘Tourism’ tab.

You can contact Hellenic Train regarding lost items via the online ‘Lost Items’ contact form, which is posted on the ‘Contact’ web page.

The Customer Service Department will search for the lost item and will contact the customer to inform them if the item is found.

You can do so through the ‘Complaints-General’ contact form posted on the ‘Contact’ tab.

The Customer Service Department is obligated to respond to customers within one (1) month, and in special cases where a response requires further investigation within three (3) months. In the second case, the Department must inform the customer within the first month that the case requires further investigation.

It is the Railways Regulatory Authority (www.ras-el.gr )