FAQ

Timetable searches are carried out through the relevant timetable search application. After entering the necessary details, such as: whether they wish to travel one way or return, departure station, arrival station, travel date, return date, if they wish to book a return journey, the passenger is informed of the available services based on the criteria selected. 

For real-time information on train services, you may get updates: through the dedicated Hellenic Train application, where all important network updates are posted, through the Live Service Information application, through a dedicated QR sticker placed at stations across the Hellenic Train network, which directs passengers straight to the page with live service information.

Through the timetable and fare search application, the available services are displayed based on the criteria selected by the passenger, together with the full price of each option.

It is important to select the preferred travel time as well, so that the available services are displayed according to this criterion too.

If you select a return journey, the fare with the return discount is displayed automatically, provided that it applies to the specific route and train service.

If your journey includes a connection, the fare with the return discount is selected through the “Offer” menu.

Through the same menu, you may also select the corresponding discount according to your status or age, such as student, military personnel, pupil, etc.

Yes. Hellenic Train provides: a 20% discount on return tickets, discounts for students, a discount for passengers over 65 years of age and under 24 years of age, a discount for passengers with disabilities and large families.

More information on ticket discounts and offers is available on the relevant web page. In addition, significant discounts are provided through multi-journey cards or cards for a specific number of trips. More information is available on the relevant cards web page. 

Timetable information for tourist routes, through the relevant timetable search application posted on the home page of the www.hellenictrain.gr. The customer, after entering the necessary criteria for his transportation such as departure station, arrival station and date of travel (and return date if he wishes and return trip) is informed about the available itineraries based on the criteria he has set.

For information about group discounts and rental of the Pelion train, or more general issues of rail tourism and promotion and development of the Pelion train, you can send an email to: traveloffice@hellenictrain.gr.

A ticket may be purchased through the following sales channels: via the website www.hellenictrain.gr, via the Hellenic Train application, via the Customer Service Centre 14511. In addition, on board the train, Hellenic Train staff issue full-fare tickets, as well as discounted tickets for the following categories: children up to 12 years old, students, young people aged 12 to 24, university students and Public Vocational Training Institute students, persons over 65 years old, persons with disabilities and their companions, members of large families. Payment may be made in cash, by debit card or by credit card. 

Buying a ticket through the Hellenic Train website is simple and includes the following steps: from the homepage, select “Book Ticket”, fill in: departure station and arrival station, date and time of travel, number of passengers (adults and children, up to 5 persons), by selecting the orange arrow, all available travel options are displayed. For access to more features, you may: sign in, if you are already a registered user, create a new account from the relevant option at the top right.

Once you have selected the service that suits you, at the “Passengers” stage you may: either sign in to your account so that your details are filled in automatically, or continue without signing in, entering manually: full name, email address. Please note: the system asks for your details to be entered twice for confirmation. It is recommended that you carefully check the accuracy of your email and other details before completing the purchase. After payment: a successful purchase message is displayed, you receive an email with your ticket, you may download the ticket in PDF format or send it to another email address.

On board the train, tickets are issued only for the specific journey and not return tickets. The tickets issued on board the train are: full fare, child tickets, student tickets, disability tickets and companion disability tickets, large family tickets, tickets for passengers aged 65+, youth tickets, student tickets with a 25% discount. If the passenger boarded from a station where a ticket office is operating, a surcharge applies to the final ticket price.

On-board purchase is possible only on train services that have onboard staff. Payment may be made either in cash or by bank card. Combined payment by cash and card is not possible. In the case of payment by card, the charged amount must correspond exactly to the amount of the ticket or tickets purchased by the passenger. In the event of an error, the transaction is cancelled and repeated. Any refund to the passenger’s card is made exclusively through the same payment channel and not from the onboard staff’s cash desk.

For the protection of transactions, passengers should request and receive the official ticket receipt and not merely proof of electronic transaction.

For groups of more than 6 persons, a discount is provided on the one-way fare, unless otherwise specified by a special provision for certain routes. Group tickets are issued exclusively at ticket offices. After a group ticket has been issued, only cancellation concerning the entire group is possible and not individual members of the group.

At all Hellenic Train ticket offices, it is possible to issue all fare products and company products, such as tickets and cards. The opening hours of all points of sale are posted on the relevant “Points of Sale” web page. 

If you have not received a confirmation email after purchasing your ticket, this may be due to one of the following reasons: the email has been delivered to your spam/junk folder or promotions folder, the email address was not entered correctly, the transaction was not completed successfully. If the email address was entered incorrectly, you may: call 14511 (daily 07:00–21:00, local call charge) or complete the general information form.

Please state: date of travel, train, carriage and seat. With this information, your ticket will be located and resent to you. If the transaction was not completed successfully, a temporary charge may appear on your account. At the end of the day, an automatic reversal is carried out and the charge is cancelled. If the charge still appears after a few hours or on the next working day, you may complete the general information form, attaching: a copy of the relevant charge, the last 4 digits of the card used, date of purchase, train or service, the email declared at the time of purchase.

For information regarding the ATH.ENA Card with a loaded free travel voucher, you may contact: the competent Electronic Ticketing Department by email at athenacard@oasa.gr, the OASA Passenger Information Centre at 210 8200900, Monday to Friday, 07:30–15:30.

Passengers have the right to cancel their ticket before travel and until the ticketing system closes. The refund is made according to the time at which the request is submitted, as follows: up to 48 hours before the scheduled departure time from the boarding station: refund of 100% of the nominal value of the original ticket, from 48 hours up to 2 hours before the scheduled departure: refund of 80% of the nominal value, less than 2 hours before the scheduled departure: refund of 50% of the nominal value. For tickets purchased at a ticket office, the passenger must go to a ticket office and present the ticket. The refund is made according to the method of payment. For tickets purchased online (web & mobile), the passenger must contact either a ticket office or the call centre, stating the ticket number.

The refund is made according to the method of payment. Refunds to a card may not be processed immediately due to banking intermediation. For tickets purchased through the Customer Service Call Centre, the passenger may contact either a ticket office or the call centre. For tickets with a return discount, the above deductions based on the time of cancellation do not apply. Upon cancellation, the amount of the return discount is deducted, namely 20% of the original ticket value. Return discount tickets are cancelled at a ticket office. In addition: registered users may cancel their tickets through the “My Trips” menu, passengers who purchased their tickets through the Call Centre may cancel them by calling the Call Centre.

More information is available in the Conditions of Carriage for Passengers

It is possible to cancel a multi-journey card before its start date, with a refund of the fare and a 10% deduction. In addition, it is possible to cancel a multi-journey card after its start date, with a corresponding deduction depending on the period of use of the card. Monthly Hellenic Train cards and OASA “smart cards” are excluded. More information can be found in the Conditions of Carriage for Passengers.

Yes, compensation for delay is provided. When the delay concerns arrival at the passenger’s final destination, compensation is calculated as a percentage of the ticket value: for a delay from 60 to 119 minutes: compensation of 25% of the nominal value of the ticket, for a delay of 120 minutes or more: compensation of 50% of the nominal value of the ticket.

Compensation is paid according to the method of purchase of the ticket, that is, either in cash or as a refund to the bank card. Registered users of the Hellenic Train website or application may manage their compensation request through the “My Trips” menu. Passengers who purchased their ticket through telephone sales may contact a ticket office or the call centre.

Holders of single tickets are compensated on the basis of the nominal value stated on the ticket. Holders of combined tickets are compensated for the total delay, from the initial departure station to the final destination station, on the basis of the total value of the journey. The compensation request may be submitted up to three (3) months after the incident.

Compensation is paid within one (1) month from the submission of the request. The minimum compensation amount is €4. No compensation is paid for smaller amounts. Interoperable tickets issued through the OASA system are not compensated.  More information can be found in the Conditions of Carriage for Passengers.

The passenger may withdraw from the journey in the event of a delay of one hour or more. Compensation is provided only by ticket offices, according to the method of purchasing the ticket.

In the event of a service cancellation, compensation equal to the value of the ticket is provided. Interoperable tickets issued through the OASA system are excluded from compensation.

No compensation is provided in the event of a delay or train cancellation for holders of multi-journey cards.

A fine is imposed in the following cases during ticket inspection on board the train: when the passenger does not hold a ticket or unlimited travel card, although they boarded from a station where ticket issuance was available at departure time, when the ticket or multi-journey card is not valid for the specific route, date or train service, when the required supporting documents proving entitlement to a discounted ticket are not presented, such as a student ID, disability card or multi-child family card.

Fine policy: in the event of immediate payment, a flat fine of €10 is imposed, in addition to the value of the regular or discounted ticket corresponding to the journey, if the passenger refuses payment during inspection, a fine of €50 is imposed, in addition to the value of the regular or discounted ticket, for interoperable tickets issued in cooperation with OASA, the applicable OASA fine policy applies.  

For requests concerning issued penalties, you may complete the relevant online form. (link στο αντίστοιχο url) Payment of penalties is made exclusively by deposit to the following bank account: ALPHA BANK S.A.: GR4801408020802002001002521, Beneficiary: HELLENIC TRAIN S.A. When making the deposit, and in order for the payment to be correctly identified and the relevant Fine Notice to be settled, the following must be stated in the payment reference: the number and series of the Penalty Notice, the date of issue, the full name of the offender.  More information regarding penalties is available in the relevant Fines section. 

The transport of companion animals by train is carried out under specific conditions. Small animals may travel inside the passenger compartments of the trains, in a special carrier. Large animals may travel on trains that provide a special area for the transport of large animals, also in a special carrier.

More information and the detailed transport conditions are available in the relevant section Transport of Accompanied Animals.

The transport of large dogs accompanying blind passengers is permitted inside train compartments, in specific seats and vehicles designated by Hellenic Train. More information regarding the transport of guide dogs is available in the relevant section Transport of Accompanied Animals. 

Οn certain types of suburban train services, bicycle transport is permitted, provided that the bicycle is placed in the PRM passenger area, only if no PRM passenger is travelling and if the train occupancy allows it. The maximum permitted number is three (3) bicycles per train. On long-distance services, where there is a luggage carriage, the bicycle is checked in as luggage with a special bicycle transport charge.

The maximum permitted number is five (5) bicycles per train. On Hellenic Train buses, bicycles may be transported at no additional cost, provided they are placed in a special rack. Detailed information is available in the relevant section Bicycle Transport. 

On the Athens – Thessaloniki – Athens services, there is a specially designed compartment for passengers using wheelchairs, as well as a suitable toilet. In order to arrange the journey, the passenger must contact the Hellenic Train Customer Service Department at least 24 hours before departure. More information is available in the relevant section Transport of Persons with Disabilities / Persons with Reduced Mobility. 

For information regarding the European Disability Card, you may contact the National Disability Portal (EPAN): by email at helpdesk@epan.gov.gr, by telephone at 210 3007606.

You may contact Hellenic Train regarding a lost item through the “Lost Items” online form. The Customer Service Department will search for the item and will contact you to inform you whether it has been found.

You may submit a complaint, report or request through the “Complaints – General” online form. The Customer Service Department is obliged to respond: within one (1) month or, in special cases requiring further investigation, within three (3) months. In the second case, the customer is informed within the first month that the matter requires further investigation.

The competent authority is the Rail Regulatory Authority (RAS). 

At this stage, there are no international routes.