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Compensations

Delays, cancellations, service suspensions, missed connections

Refunds of ticket fares are carried out at Hellenic Train points of sale.

Passengers receive the corresponding amount according to the method of purchase of the ticket (cash or refund to a bank card).

In the case of contingency incident that the passenger is at a station where the ticket office is not in operation at the time of the incident, he/she has the following options:

  1. Ticket purchased in cash: for a refund, the passengers must address an operating ticket office or submit a request to Hellenic Train website https://www.hellenictrain.gr/en/reimbursements, by completing the Reimbursement and compensation request form.
  2. Ticket purchased by a bank card (from a ticket office, via Call Centre, or via web/app): for a refund the passengers address the Call Centre 14511 or an operating ticket office. Passengers may also submit a request to Hellenic Train website https://www.hellenictrain.gr/en/reimbursements, by completing the Reimbursement and compensation request form.
  3. Tickets issued on board and  handwritten tickets: for a refund, passengers   submit a request to an operating ticket office or submit a request to Hellenic Train https://www.hellenictrain.gr/en/reimbursements, by completing the Reimbursement and compensation request form.

Compensation for delays

  • For delays from 60 to 119 minutes: compensation of 25% of the ticket value 
  • For delays of 120 minutes or more: compensation of 50% of the ticket value 

The minimum compensation amount is €4 (no compensation is paid for smaller amounts).

Registered users of the Hellenic Train website or mobile applications may submit a compensation request via the “My Trips” menu.

Multi-journey cards 

Holders of multi-journey cards are eligible for compensation in cases of repeated delays, service cancellations, and strikes. 

In cases of repeated delays or partial/total cancellations, passengers-holders of 1-month and 3-month multi-journey cards issued through Hellenic Train’s sales channels are entitled to compensation in case of:

  1. a) repeated delays in the arrival of the train at the terminal station of the relevant line and 
  2. b) partial or complete cancellations.

Terms of compensation

  1. The following terms of compensation (i and ii) should apply in combination: 
  1. The train’s arrival at the final station of the route is delayed by 15 minutes or more from the scheduled arrival time.  
  2. The services affected by either the aforementioned delay or partial or total cancellations must constitute at least 15% of Hellenic Train’s total scheduled services for that specific route within a calendar month. 
  1. 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 ticket) 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/completely canceled due to the fault of third parties. 
  • Cards with a period of validity of 6 days and 15 days.
  • Monthly cards issued for travel within the OASA zone of the Athens suburban railway (Magoula – SKA – Piraeus – Athens – Athens International Airport).

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 refund 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 (paragraph 2), 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 (paragraph 2), is calculated proportionally to the number of days the card is valid per calendar month. 

In any case, the minimum compensation amount is €4. No compensation is paid for amounts less than 4€.

Passenger’s Information 

On the Hellenic Train website, under the “Compensation” section, a list is posted each month of the lines whose schedules from the previous month meet the compensation criteria, as outlined in the “Compensation Criteria” section (i and ii).

Compensation Request  

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

  • the expiration of their card and   
  • the posting of the routes eligible for compensation on the Hellenic Train website under the “Compensation” section.

Passengers should submit their request by completing the online Compensation Claim Form on the Hellenic Train website: https://www.hellenictrain.gr/apozimioseis.

Compensation is paid within 30 days of the submission of the claim. Compensation is provided in the form of e-value.

Amounts less than €4 are not eligible for compensation. 

Eligible passengers may submit their claim by completing the online Compensation Claim Form via the HELLENIC TRAIN website: https://www.hellenictrain.gr/apozimioseis. 

Terms and conditions

Requests may be submitted up to 3 months from the date of the incident.

The terms and conditions for granting compensation are described in detail in the Hellenic Train General Conditions of Carriage for Passengers.