Reimbursements

Delays, Missed Connections, and Cancellations

 

Reimbursements  are made from HELLENIC TRAIN points of sale, according to the way of payment of the ticket (cash or to bank card).

 

In cases of strikes, multi journey  card holders, upon request to Hellenic Train, receive e-value in an amount proportional to the value of the card per day of strike.

 

Rules for compensation for delays:

-- For a delay of 60 to 119 minutes, the compensation is at the 25% of the value of the submitted ticket.

-- For a delay of 120 minutes or more, the compensation is at the 50% of the  value of the submitted ticket.

  • Registered users of official web-site and apps of Hellenic Train can receive the corresponding compensation via menu My trips.
  • Passenger who  traveled with ticket issued at a physical sales point of HELLENIC TRAIN or not registered users, should address at a  physical sales point of HELLENIC TRAIN in order to receive the compensation.

Amounts less or equal to 4 euros are not compensated. Passengers can submit their request for compensation up to 3 months after the date of the incident.

 

1. Compensation of multi-journey cards in cases of delays, partial/total cancellation of itinerary

Compensation terms

Passengers–holders of 1–month and 3–month multi–journey cards issued through HELLENIC TRAIN’s sales channels are entitled to compensation in cases of:

  1. repeated delays of 15 minutes and more, from the scheduled time, in the arrival of the train at the terminal station of the relevant line or partial/total cancellations of services, and 
  2. the itineraries affected by either the aforementioned delay or partial or total cancellations must constitute at least 15% of HELLENIC TRAIN’s total scheduled itineraries for that specific route within a calendar month. 

The maximum compensation amount is 10% of the card’s value. 

In cases of cards issued for a journey (departure station–arrival station as indicated on the card) that involves transferring to two or more lines (e.g., Kiato – Airport), the terms of compensation are considered separately for each route. The card is eligible for compensation if the compensation terms are met for at least one route through which the passenger journey is made, as indicated on the card. 

The following are excluded from compensation: 

  • Itineraries that are delayed or partially/total canceled due to the fault of third parties, in accordance with the provisions of Regulation (EU) 2021/782 regarding the conditions for compensation and exceptions thereto.
  • Cards with a period of validity of 6 days and 15 days.
  • Monthly passes issued for travel within the urban zone of the Athens Suburban Railway (Magoula–SKA–Piraeus–Athens to Athens International Airport) are subject to the terms and pricing policy of OASA. Therefore, any refunds or compensation are subject to the applicable regulatory framework of OASA and not to these Terms of Carriage.

Compensation amount: 

Multi–journey card of 1–month 

  • If the first day of the card’s validity is also the first day of the month, the compensation amount is 10% of the card’s value. 
  • If the first day of the card’s validity is not the first day of the month, the compensation amount, as defined in the compensation terms, is calculated proportionally to the number of days the card is valid per calendar month. 

Multi–journey card of 3–months

  • The compensation amount, as defined in the compensation terms, is calculated proportionally to the number of days the card is valid per calendar month. 

No compensation is paid for amounts less than 4€.

Compensation Request 

Passengers may submit a compensation claim up to 3 months after: 

  • the expiration of their card and 
  • the publication of the routes eligible for compensation on the HELLENIC TRAIN website under the “Compensation” section.

 

Passengers should submit their request by filling in the online Compensation Claim Form on the HELLENIC TRAIN website: https://www.hellenictrain.gr/apozimioseis.

Compensation is paid within 30 days of the request being submitted. Compensation is provided in the form of e–value. Passengers have the option of receiving monetary compensation upon request.

 

On the HELLENIC TRAIN website, under the “Compensation” section, a list is published each month of the lines whose itineraries from the previous month meet the compensation criteria, as outlined in the Compensation Terms.

 

13.3 Compensation for a multi–journey card in case of strike

 

In cases of strikes, multi–journey card holders can submit the request for compensation via Hellenic Train website https://www.hellenictrain.gr/apozimioseis, by filling in the Compensation Claim Form.

In any case, passengers may submit a claim for compensation of multi–journey cards after the card has expired and up to 3 months from the date the incident occurred.

Compensation is paid within 30 days of the request being submitted. Compensation is provided in the form of e–value. Passengers have the option of receiving monetary compensation upon request.

 

To request reimbursement, please fill out the electronic form here.

 

The terms and conditions of the reimbursement  are described in detail, in the Basic Terms of Passenger Transport of HELLENIC TRAIN.

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