PRESS RELEASE 5/2/2026 - PASSENGER TRANSPORTATION SERVICES QUALITY INDICATORS
Hellenic Train informs passengers that the evaluation of the Passenger Satisfaction Survey for the fourth quarter of 2025 has been successfully completed.
The survey, which covered the period from October to December 2025, captures passengers’ experiences and opinions regarding the services provided and serves as a key tool for their continuous improvement and development.
As part of the survey, passengers evaluated their overall travel experience, with the main findings summarized as follows:
General satisfaction: 49% state that they are completely or highly satisfied.
Cleanliness of trains: 64% state that they are satisfied.
Passenger information: 45% express complete or great satisfaction.
Punctuality: 38% state that they are completely or highly satisfied.
Perceived safety in the event of an accident or train stoppage: 30% report being very or highly satisfied.
Perceived security regarding criminal or antisocial incidents: 30% report being very or highly satisfied.
It is noted that, within the framework of implementing quarterly passenger satisfaction surveys, the Company applies an integrated passenger service quality control system 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 operated by Intercity trains, and since 2017 for the entire railway network.
At the same time, a long-term Action Plan is currently underway, including targeted actions and practices aimed at strengthening the Company’s reliability and achieving the maximum possible gradual improvement of the services provided to passengers.
The Action Plan is implemented in cooperation with the railway infrastructure manager, Hellenic Railways – OSE, as well as with other competent authorities and services. It addresses issues related to timetables, infrastructure reliability, and additional quality criteria. These 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 fourth quarter of 2025, compared with the previous quarters of the same year, are presented below.
It is noted that two indicators—perceived safety in the event of an accident or train immobilization and perceived safety with regard to incidents of misconduct or unlawful behaviour (security)—are now presented separately, following the implementation of the revised questionnaire from the first quarter of 2025. For this reason, the respective results are presented independently.
