Press

PRESS RELEASE 18/05/2026- PASSENGER TRANSPORTATION SERVICES QUALITY INDICATORS

Hellenic Train informs the passenger public that the evaluation of the Passenger Satisfaction Survey for the first quarter of 2026 has been completed.

 

The survey, which covered the period January – March 2026, reflects passengers’ experience and views regarding the services provided and constitutes a key tool for their continuous improvement and development.

 

Within the framework of the survey, passengers evaluated their overall travel experience, with the main findings being as follows:

 

  • Overall satisfaction: 49% declare themselves absolutely or very satisfied. 

  • Train cleanliness: 66% declare themselves satisfied. 

  • Passenger information: 48% express absolute or high satisfaction. 

  • Punctuality of services: 36% declare themselves absolutely or very satisfied. 

  • Sense of safety regarding the risk of accident or train immobilization: 31% report absolute or high satisfaction. 

  • Sense of safety regarding incidents of delinquency: 31% report absolute or high satisfaction. 

 

It is noted that, within the framework of conducting quarterly satisfaction surveys, the Company applies an integrated quality control system for passenger services, in accordance with the European Standard EN 13816:2002.

 

This system has been audited and certified by an independent Certification Body since 2013 for the Athens – Thessaloniki – Athens route with Intercity train services and since 2017 for the entire railway network.

 

At the same time, a long-term Action Plan is under implementation, including targeted actions aimed at strengthening the Company’s reliability and the gradual improvement of the services provided to the passenger public.

 

The Action Plan is implemented in cooperation with the Infrastructure Manager of the railway network, Hellenic Railways – OSE, as well as with other competent bodies and services, and concerns issues related to services, infrastructure reliability, and additional quality criteria. The relevant actions are evaluated on a regular basis, both through on-site inspections on trains and through passenger satisfaction surveys conducted across the entire network.

 

The detailed results of the Quality Indicators of the Passenger Satisfaction Survey for the first quarter of 2026, in comparison with previous quarters, are presented in the following chart.

 

It is noted that two indicators —the sense of safety regarding the risk of accident or train immobilization and the sense of safety regarding incidents of delinquency— are now reflected separately, within the framework of the revised questionnaire implemented from the first quarter of 2025. For this reason, the relevant results are presented separately.

 

 

                            Scale 1–5:
Bottom Box = 1–2: most negative responses
Top Box = 4–5: most positive responses                                                                                                                                                                        

 

 

                        

 

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