EUROPEAN REGULATION 782/2021 HAS BEEN APPLICABLE SINCE 7 JUNE 2023
Scope of Application
It applies to all rail journeys and services provided by railway undertakings within the European Union.
PASSENGERS’ RIGHTS
CONTRACT OF CARRIAGE, INFORMATION AND TICKETS
Information provided to passengers before the journey begins:
- General conditions applicable to the contract (ticket, pass/card).
- Timetables and conditions for the fastest journey.
- Timetables and conditions for all available fares, highlighting the lowest fares.
- Accessibility, access conditions and onboard facilities for persons with disabilities and persons with reduced mobility.
- Availability of bicycle capacity and access conditions for bicycles.
- Availability of first and second class seating.
- Disruptions and delays (scheduled and real-time).
- Availability of onboard services (WiFi, catering, luggage).
- Pre-purchase information on whether the ticket or tickets constitute a through-ticket.
- Procedures for recovering lost luggage/items.
- Procedures for submitting complaints/claims (letters, email, telephone).
PASSENGERS’ RIGHTS
CONTRACT OF CARRIAGE, INFORMATION AND TICKETS
Information provided to passengers onboard the train:
- Information on onboard services (e.g. catering, WiFi, play area, luggage, bicycles, transport of pets).
- Information on the next station and other travel information (in Greek and English).
- Information on delays and estimated delay times.
- Information on major connections.
- Information on safety and security matters.
- Information for persons with disabilities and persons with reduced mobility (which must be available in accessible formats).
- Furthermore, the company provides persons with disabilities and persons with reduced mobility with free onboard assistance during boarding and alighting. Onboard assistance means every reasonable effort to provide assistance to a person with a disability or a person with reduced mobility so that such person may have access to the same services on the train as other passengers, where the person’s disability or reduced mobility prevents them from accessing those services independently and safely.
For more information, please refer to Regulation (EU) 782/2021, Chapter II, Articles 8, 9, 10 and Annex II.
PASSENGERS’ RIGHTS
CONTRACT OF CARRIAGE, INFORMATION AND TICKETS
Transport of bicycles
Provision for the carriage of bicycles, provided they are easy to handle and the train can accommodate them. Hellenic Train may charge — and does charge — a fare where the bicycle is transported as luggage.
For more information, please refer to Regulation (EU) 782/2021, Chapter II, Article 6.
Carriage of hand luggage and pets
Provision for the carriage of hand luggage (items that are easy to carry) as well as pets, in accordance with the General Conditions of Carriage and subject to the passenger’s obligation to supervise such hand luggage and pets.
Carriage of luggage
Provision for the carriage of registered luggage, provided the train includes designated storage space. Hellenic Train may charge — and does charge — a fare.
For more information, please refer to Regulation (EU) 782/2021, Annex I, Title III.
Ticket availability
Railway undertakings provide tickets, subject to availability, through the following points of sale:
- Station ticket offices or ticket offices or Ticket Vending Machines (TVMs).
- Internet/smartphone applications.
- Onboard trains (unless restrictions apply).
Where there are no ticket offices or TVMs at the departure station, passengers must be informed about:
- the possibility of purchasing tickets online or onboard the train,
- the nearest railway station where ticket offices or TVMs are available.
For more information, please refer to Regulation (EU) 782/2021, Article 11.
Through-tickets
For journeys involving one or more connections, passengers must be informed before purchasing the ticket or tickets whether such ticket(s) constitute a through-ticket.
For more information, please refer to Regulation (EU) 782/2021, Article 12.
PASSENGERS’ RIGHTS
LIABILITY OF RAILWAY UNDERTAKINGS TOWARDS PASSENGERS AND THEIR LUGGAGE
Liability for passengers, hand luggage, animals and luggage
In accordance with the provisions of Regulation (EU) 782 and subject to applicable national law and the General Conditions of Carriage, the company grants passengers further compensation for damage (including loss, damage, delayed delivery of luggage, hand luggage and pets) according to the applicable limits set out in Regulation (EU) 782/2021.
For more information, please refer to Regulation (EU) 782/2021, Chapter III, Annex I, Chapter III.
PASSENGERS’ RIGHTS
DELAYS, MISSED CONNECTIONS AND CANCELLATIONS
Where a delay, missed connection or cancellation is expected to result in a delay of more than sixty minutes (60΄) at the passenger’s final destination, the passenger shall immediately be offered one of the following options:
- reimbursement of the full cost of the ticket for the part or parts of the journey not made and for the part or parts already made if the journey no longer serves any purpose in relation to the passenger’s original travel plan, together where relevant with a return service to the original point of departure at the earliest opportunity,
- continuation or re-routing of the journey, under comparable transport conditions, to the final destination at the earliest opportunity or at a later date at the passenger’s convenience,
- the right to choose the routing.
If no timely solution (available re-routing options) is offered within one hundred minutes (100΄) to passengers whose journey has been disrupted, passengers may organise their own alternative transport by public transport, train or bus and receive reimbursement for the “necessary, appropriate and reasonable” costs arising from the purchase of the additional ticket.
Where the passenger belongs to the category of persons with disabilities or persons with reduced mobility, the company shall provide alternative services appropriate to their needs, which may differ from those offered to other passengers.
Reimbursement may be made in the form of vouchers and/or the provision of other services, provided that the conditions attached to such vouchers and/or services offer sufficient flexibility, particularly regarding the validity period and destination, and provided that the passenger agrees to accept such vouchers and/or services.
Refunds are processed within thirty (30) days from receipt of the request.
Passengers may submit their request within three (3) months from the date of the incident.
For more information, please refer to Regulation (EU) 782/2021, Chapter IV, Articles 17 and 18.
PASSENGERS’ RIGHTS
DELAYS, MISSED CONNECTIONS AND CANCELLATIONS
Without losing the right to transport, passengers are entitled to claim compensation for delays if they face a delay between the place of departure and the final destination indicated on the ticket and for which reimbursement has not been granted, as described above.
The minimum compensation for delays is as follows:
- 25% of the ticket price for delays of 60 to 119 minutes,
- 50% of the ticket price for delays of 120 minutes or more.
Compensation shall be paid within one (1) month from the submission of the compensation request. Compensation may be paid in vouchers and/or other services if the conditions offer flexibility, particularly regarding the validity period and destination. Compensation shall be paid in money at the passenger’s request.
Passengers are not entitled to compensation if they were informed of the delay before purchasing the ticket or if the delay resulting from continuation on a different service or re-routing remains below 60 minutes.
For more information, please refer to Regulation (EU) 782/2021, Chapter IV, Articles 17 and 19.
PASSENGERS’ RIGHTS
DELAYS, MISSED CONNECTIONS AND CANCELLATIONS
In the event of a delay or cancellation, passengers shall be kept informed of the situation and of the estimated departure and arrival times of the service or replacement service as soon as such information becomes available. Where ticket vendors and travel agents possess such information, they shall also provide it to passengers.
In the event of a delay of sixty minutes (60΄) or more, or where a service is cancelled, the railway undertaking shall offer passengers, free of charge:
- meals and refreshments in reasonable relation to the waiting time, if available on the train or at the station or can reasonably be supplied,
- hotel or other accommodation and transport between the railway station and the place of accommodation where a stay of one or more nights becomes necessary,
- where the train is blocked on the track, transport from the train to the railway station, to the alternative departure point or to the final destination whenever and wherever physically feasible,
- where the rail service can no longer continue, the railway undertaking shall provide alternative transport services as soon as possible and take the necessary arrangements,
- the railway undertaking shall inform affected passengers how to request certification that the rail service suffered a delay, resulted in a missed connection or was cancelled.
For more information, please refer to Regulation (EU) 782/2021, Chapter IV, Articles 17 and 20.
PASSENGERS’ RIGHTS
PERSONS WITH DISABILITIES AND PERSONS WITH REDUCED MOBILITY (PWD/PRM)
European Commission legislation on rail passengers’ rights ensures that persons with disabilities and persons with reduced mobility are able to travel in a manner comparable to that of other citizens.
The rights granted by the Regulation to Persons with Disabilities (PWD) and Persons with Reduced Mobility (PRM) concern:
- the right to equal access to transport without any additional charge,
- the provision of information regarding accessibility and rail travel options,
- assistance by staff (following notification by the PWD passenger at least 24 hours in advance) upon arrival at the station, boarding and alighting from the train.
Assistance is provided given that the need for assistance has been notified at least 24 hours before it is required and may be provided as follows:
- through the companion of the PWD passenger holding a Companion Travel Card for Persons with Disabilities,
- through a guide dog, in accordance with national legislation,
- at staffed stations, through the provision of free assistance by railway station staff during departure, transfer or arrival, provided that the need for assistance has been notified in advance,
- at unstaffed stations, through onboard assistance and assistance during boarding and alighting,
- where prior notification has not been provided, the station manager or the company’s responsible personnel shall make every reasonable effort to provide assistance so that the PWD or PRM person may travel.
Assistance is provided given that the person with a disability or the person with reduced mobility presents themselves at the designated point 60 minutes before the published departure time or before the time at which all passengers are requested to check in.
If no check-in time has been specified, the person with a disability or the person with reduced mobility shall present themselves at the designated point at least 30 minutes before the published departure time or before the time at which all passengers are required to present themselves for ticket inspection.
Where compliance with station infrastructure assistance rules and boarding aid rules are not feasible, and only where this is deemed absolutely necessary in order to comply with accessibility rules, the company has the right to refuse ticket issuance.
Passengers are entitled to compensation where the railway undertaking is responsible for the loss of or damage to mobility equipment or assistive devices, or for the loss of or injury to a guide dog used by a PWD or PRM passenger.
Communication methods for PWD/PRM passengers for travel planning: Customer Service Department, including through the relevant electronic form.
For more information, please refer to Regulation (EU) 782/2021, Chapter V.
PASSENGERS’ RIGHTS
SAFETY, COMPLAINTS AND SERVICE QUALITY
Passengers’ personal security is safeguarded on trains and at stations jointly with the public authorities.
Complaints handling mechanism
Submission methods:
- Communication and Suggestions Forms at ticket offices and Information Offices at Railway Stations.
- Electronic submission through the website.
- Letter to the company’s headquarters.
Response deadline of one (1) month or notification to the passenger regarding further handling within up to three (3) months.
PASSENGERS’ RIGHTS
LOST PROPERTY
Lost property search mechanism
Submission methods:
- Electronic submission through the website.
- By telephone at 14511.
- At luggage offices (Athens Luggage Office: +30 2130 121 552 & Thessaloniki Luggage Office: +30 2130 121 522, daily 08:00–20:00).
PASSENGERS’ RIGHTS
INFORMATION ON PASSENGERS’ RIGHTS
Informing passengers of their rights
Staff at ticket offices, information offices, luggage offices, city offices, Customer Service Department staff, Call Centre staff, as well as onboard train staff, shall:
- inform passengers/customers of their rights and obligations under Regulation 782/2021 in conjunction with the company’s General Conditions of Carriage for Passengers, as well as about the body responsible for the enforcement of Regulation (EU) 782/2021, namely the Regulatory Authority for Railways (https://ras-el.gr/en), to which complaints regarding possible infringements of the Regulation may be submitted.
Click here for European Passenger Regulation No. 782/2021
