FAQ

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 according to the way of payment of the initial ticket.

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  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. 

For the cancellation of a ticket purchased from a Call Center, the passenger shall address a ticket office by presenting his/her ticket or call at Call Center

Ticket with return discount

The above deductions, due to the time of cancellation, not apply. When cancelling tickets with return discount, the amount of the discount (20% on the initial ticket price) is deducted. These tickets are cancelled  at ticket office.

• Register users of Hellenic Train web site can cancel their ticket via the menu«my Trips». 
• Passengers who have purchased their tickets via Call Centre can cancel their tickets via Call Centre also.

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. 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.

Via  search application   the available itineraries and the full price can be found based on the criteria set by customers. It is also important the customer to adjust the time he/she wishes (next to the date).

Return trip: the discounted price of return discount appears automatically. In case of itinerary with stopover,  the customer has to collect the Return offer from the menu Offer. Also, if the customer is entitled to a discount has to select the appropriate discount of the menu Offers.

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 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 compensation is paid according to the way of initial ticket's payment (cash or bank card) and the passengers can address at a Ticket Office.

Registered users of web/app of Hellenic Train can manage the compensation via menu My Travels.

Passengers that have purchased their tickets via phone call can manage the compensation via Call Centre or at a Ticket Office.

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).

Inter-functional tickets issued through OASA system are excluded from compensation.

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.  Full compensation is provided paid according to the way of payment of the ticket (cash or bank card). This compensation is given only at ticket offices.

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

Inter-functional tickets issued through OASA system are excluded from the compensation.

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  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‘ 

On the train, tickets are only issued for the specific service (no return tickets). Tickets issued on board are those of full price and also discounted tickets of the following passenger categories: children, pupils, PRM, multi-child families, seniors 65+.

If the passenger boards at a station where there is an operational ticket counter, there is a surcharge on the final ticket price.

Passengers have the opportunity to purchase their tickets on board, which have a conductor, providing a flexible travel experience throughout the Hellenic Train network. The payment of the ticket can be made either by cash or by bank card. It is not possible the payment to be made by cash and bank card in combination. In the case of payment by card the amount of the charge must correspond exactly to the amount of the ticket or tickets purchased by the passenger.

In case of an error, the transaction is cancelled and the process is repeated while the refund is possible only at passenger's card. To protect transactions and ensure passengers safety, passengers are reminded that they should request and receive the official  ticket and not only the receipt of the electronic transaction.

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

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.

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.

In groups of more than 6 persons, a discount is granted on the one-way fare, unless otherwise specified in a special provision for certain routes and group tickets are issued only by the ticket offices. Once a group ticket has been issued, cancellation is only possible for the group as a whole and not for an individual passenger(s), member(s) of the group.

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, you can send an email to: traveloffice@hellenictrain.gr or to the SPECIAL LINE FOR TOURIST TRAINS at 2130121010 ((opening hours 07:00-21:00 daily, local charge).

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 )

Passenger Requests for Fines

For requests concerning fines that have been issued, you can fill in the online form here

Payments of Fines:
Exclusively by depositing the amount in the following (IBAN) bank account:

ALPHA BANK A.E.: GR4801408020802002001002521 Beneficiary: HELLENIC TRAIN AE

ATTENTION:

When paying by depositing an amount in the above bank account and in order for HELLENIC TRAIN S.A. to be informed of this payment and for the Fine Act to be paid in the name of the offender, the reason for the deposit slip must necessarily include the number of the Fine Act & its series, the date of its imposition, as well as the full name of the offender.

For more information on fines, you can visit the website here