Frequently Asked Questions (FAQs)
Using a protective mask?
TRAINOSE informs that it is mandatory to use a mask of high respiratory protection (FFP2 or N95) or alternatively a double mask (surgical and fabric) by passengers during the trip. If a passenger does not wear a mask, he is not allowed to enter the means of transport.
How can I cancel my ticket?
Tickets can only be cancelled before the train departs.
- Tickets purchased at a physical point of sale are cancelled at TRAINOSE ticket counters. Upon cancelling a ticket, you receive a personal travel voucher that is valid for one (1) year.
- E-tickets (webticketing & mobile app) are cancelled either at TRAINOSE ticket counters or by calling the call centre at 14511 (non-local charge, more information is available at our website’s ‘Contact Us’ page) during working hours. Upon cancelling an e-ticket, the cost is refunded to the passenger’s card (if the purchase was made exclusively by card) or a personal travel voucher is issued. After one hour has passed from the departure of the train, the cost of the ticket can no longer be refunded (only valid for e-tickets). The value of the voucher or the cost returned to the passenger’s card depends on the time at which the ticket was cancelled prior to the scheduled departure of the train from the first station on its route.
More information is available in the Terms of Passenger Transportation (www.trainose.gr)
Where can I find TRAINOSE’s schedules?
Schedule searches are carried out through the relevant trip search application, on the www.trainose.gr homepage. After customers enter the required criteria for their journey, such as whether they want a one-way or return ticket, what their departure and arrival station is, and their date of travel (and date of return, if they are booking a return ticket), they are informed of available itineraries based on the criteria they have set.
Where can I find the ticket prices?
The relevant trip search application is located on the www.trainose.gr homepage and it displays available itineraries based on the criteria set by customers. By selecting their desired trip, the ‘Seats and passengers’ option will appear, and then passengers can see the ticket prices by entering and selecting their seat for the trips that offer seat booking.
I want to transport an assistance animal by train
There are specific requirements for transporting assistance animals by train. Small animals can travel in train carriages in special cages. Large animals may travel on trains with a special large animal transportation space, in a special cage. More information on (and the requirements for) the transportation of assistance animals is available on the relevant web page: https://www.trainose.gr/en/passenger-activity/passenger-services/%ce%bc%ce%b5%cf%84%ce%b1%cf%86%ce%bf%cf%81%ce%ac-%cf%83%cf%85%ce%bd%ce%bf%ce%b4%ce%b5%cf%85%cf%8c%ce%bc%ce%b5%ce%bd%cf%89%ce%bd-%ce%b6%cf%8e%cf%89%ce%bd/
Is there a registered luggage transportation service?
Yes, there is a registered luggage transportation service. This service is available on routes with a special carriage or an area for luggage safekeeping. All Athens-Thessaloniki services provide the registered luggage service. More information on the transportation of registered luggage is available on relevant web page: https://www.trainose.gr/en/passenger-activity/passenger-services/luggage/
I would like to transport my car or motorcycle by train.
Yes, it is possible to transport your car. You cannot transport your motorcycle. Car transportation takes place between Athens and Thessaloniki on the night-time services: 600 (Athens-Thessaloniki) and 601 (Thessaloniki-Athens). There is no provision for unaccompanied car transportation. Namely, for a car to be transported by train, the driver of the car must also be travelling on the train. More information on the transportation of cars by train is available on relevant web page: https://www.trainose.gr/en/passenger-activity/passenger-services/accompanied-cars/
How can people in wheelchairs travel?
Individuals in wheelchairs can travel on several TRAINOSE routes. On all Athens-Thessaloniki-Athens services there is a special compartment for passengers in wheelchairs, as well as an accessible toilet. To plan a journey for passengers in wheelchairs, a request must be made by the passenger to the TRAINOSE Customer Service Department 48 hours prior to the train’s departure. More information on travel for individuals in wheelchairs by train is available at the relevant web page: https://www.trainose.gr/en/passenger-activity/passenger-services/disabled/
The train was delayed in its arrival from the station from which it started its route. Is there a provision for compensation?
Yes, there is a provision for compensation for delays for the trains
completing the Athens-Thessaloniki, Thessaloniki-Alexandroupoli, and
Athens-Kalabaka routes, if the train arrives at least 90 minutes late.
The compensation is provided in the form of a voucher, the value of which is calculated based on how late the train was.
The vouchers are issued by the TRAINOSE ticket counters. Passengers with e-tickets may also obtain vouchers via the website or contact the call centre (14511), non-local charge.
More information is available in the Terms of Passenger Transportation (www.trainose.gr)
The train is delayed in the starting station of the passenger’s journey. Is there a provision for compensation?
The passenger can refuse to travel. This is provided for on the trains travelling from Athens to Thessaloniki, Thessaloniki to Alexandroupoli, and Athens to Kalabaka, for delays of more than an hour. Compensation is provided in the form of a voucher or a refund of the ticket’s value.
The train was cancelled. Is there a provision for compensation?
If trains are cancelled, there is a provision for compensation in the amount of the ticket’s value.
I want to travel with my bicycle.
You can. On specific types of suburban trains, passengers with a bicycle may travel by placing their bicycle in the disabled space, on the condition that there are no people with disabilities using the space, and that the train’s capacity allows for it. A maximum of three (3) bicycles are allowed per train. On long-distance routes, on trains which have a luggage car, passengers turn in their bicycles as luggage, with a special charge for the transportation of their bicycle. A maximum of five (5) bicycles are allowed per train. More information on travel for individuals with bicycles by train is available at the relevant web page: https://www.trainose.gr/en/passenger-activity/passenger-services/%ce%bc%ce%b5%cf%84%ce%b1%cf%86%ce%bf%cf%81%ce%ac-%cf%80%ce%bf%ce%b4%ce%b7%ce%bb%ce%ac%cf%84%cf%89%ce%bd/
I travel regularly by train. Am I entitled to a discount?
TRAINOSE will soon announce a new customer reward programme. The new reward programme will be announced on TRAINOSE’s website, www.trainose.gr.
How can I cancel a multiple journey card which I can no longer use?
- You can cancel your card for multiple journeys or a specific number of journeys, before the date on which it becomes valid, for a refund (10% is withheld).
- Furthermore, you can cancel a TRAINOSE multiple journey card after the date on which it becomes valid (the amount withheld depends on how long the card was in use).
More information is available in the ‘Terms of Passenger Transportation‘ (www.trainose.gr)
Can I buy a ticket on board the train?
You can. On the train, tickets are only issued for the specific service (no return tickets). If the passenger boards at a station where there is an operational ticket counter, there is a surcharge on the final ticket price.
Can I pay by card on the train?
No. You can only pay cash for your ticket on board the train for the time being.
Compensation for delays in Athens and Thessaloniki suburban rail services.
There is no provision for compensation in case of delays in suburban services.
Multiple journey card compensation for delays in the Athens and Thessaloniki suburban rail services.
There is no provision for compensation in case of delay or cancellation of services for holders of cards for multiple journeys or a specific number of journeys.
How can I find out about train delays?
Train delays are displayed on the application via the trip search. The user enters the departure Station, the destination Station, and the date of travel. The results screen, next to the column with the scheduled arrival time, displays the delay of the train. Currently, not all TRAINOSE itinerary delays are displayed.
How do I obtain the delay voucher I am entitled to?
TRAINOSE ticket counters issue the personal travel voucher for the ticket/trip for which delay compensation is provided. For e-tickets (webticketing & mobile app) you can get your delay compensation via the corresponding web page: https://tickets.trainose.gr/dromologia/#view=vp_w14
What about guide dogs?
Large dogs that guide blind passengers within the train carriages can be received and transported in specific seats and carriages that have been set aside by TRAINOSE. More information on the transportation of guide dogs for the partially sighted or blind is available on the relevant web page: https://www.trainose.gr/en/passenger-activity/passenger-services/%ce%bc%ce%b5%cf%84%ce%b1%cf%86%ce%bf%cf%81%ce%ac-%cf%83%cf%85%ce%bd%ce%bf%ce%b4%ce%b5%cf%85%cf%8c%ce%bc%ce%b5%ce%bd%cf%89%ce%bd-%ce%b6%cf%8e%cf%89%ce%bd/
How can I choose a seat facing the direction the train is headed in?
Passengers can choose a seat that faces the direction in which the train is travelling by making a request when purchasing tickets at TRAINOSE ticket counters, if there are available seats facing that direction. Furthermore, when purchasing an e-ticket (webticketing & mobile app), they can choose a seat facing the direction in which the train is travelling on the relevant seat selection screen, if there are seats available.
Attention: The final composition of the train may change, with a corresponding change in seat (namely, it may no longer be facing the direction the train is travelling in).
I would like to buy a ticket online, but the train has no seat booking. How do I proceed?
If the specific trip is available for e-ticket sales (webticketing & mobile app), the app user may complete their e-ticket purchase. If the specific trip requires the passenger to book a seat, then the user selects their seat. If a seat cannot be booked, then the user proceeds with the ticket purchasing procedure. For example, the Athens Suburban Services do not require you to book a seat while purchasing an e-ticket.
I want to travel abroad by train.
There are the international routes:
- From/to North Macedonia-Serbia.
- From/to Bulgaria-Romania.
How can I purchase an e-ticket?
TRAINOSE e-tickets can be purchased either via the online ticket platform: https://tickets.trainose.gr/dromologia/ Or via the mobile telephone app (TRAINOSE mobile app). The app is available for Android OS (Google Play) and iOS (App Store) mobile telephones.
Am I entitled to a discount?
You are. TRAINOSE provides:
20% off return tickets
Student discounts (it is necessary to present the student ID)
Discounts for passengers over 65 and under 24
Discounts for disabled passengers and parents of large families.
More information on TRAINOSE ticket discounts and special offers is available at the relevant web page: https://www.trainose.gr/en/passenger-activity/tickets-and-offers/
Furthermore, major discounts are available for Multiple Journey Cards or Cards for a specific number of trips. More information on TRAINOSE card discounts is available at the relevant web page: https://www.trainose.gr/en/passenger-activity/tickets-and-offers/cards-and-special-offers/
Issuing group tickets
Group tickets are issued with a 25% discount for travel of 6 or more passengers who are travelling on the same service, train, date, and time. Group tickets must be issued 2 days before travel or 7 days before travel if you are travelling on a weekend or holiday.
Special terms apply to tourism trains, which you can learn by contacting local TRAINOSE ticket counters.
Information on ticket counters (open hours, all ticket sales)
All TRAINOSE ticket counters can issue all TRAINOSE fare products (tickets/cards). The operating hours of all TRAINOSE sales points are posted on the relevant ‘Sales Point’ web page: https://www.trainose.gr/en/ticket-purchase/sales-points/
Where can I learn more about TRAINOSE’s tourism routes?
Trip information on tourism routes is available through the relevant trip search application, on the www.trainose.gr homepage.
After customers enter the required criteria for their journey, such as what their departure and arrival station is and what their date of travel is (and date of return, if they are booking a return ticket), they are informed of available trips based on the criteria they have set.
For information on group discounts and renting the Pelion train or general rail tourism issues, as well as on the promotion and development of the Pelion train, please call +302130121460 (Monday-Friday, 09:00-15:30) or sent an e-mail to: email@example.com.
For information on the Diakopto-Kalavryta route (Odontotos), you can contact the following stations:
Diakopto: Tel. No: 26910-43206 – 6986307176
Kalavryta: Tel. No 26920-23050
More information is available on TRAINOSE’s website (www.trainose.gr), under the ‘Tourism’ tab.
I lost a personal belonging on a train or at a station
You can contact TRAINOSE regarding lost items via the online ‘Lost Items’ contact form, which is posted on the ‘Contact’ web page:
The Customer Service Department will search for the lost item and will contact the customer to inform them if the item is found.
I would like to notify TRAINOSE of a complaint/request
You can do so through the ‘Complaints-General’ contact form posted on the ‘Contact’ tab:
The Customer Service Department is obligated to respond to customers within one (1) month, and in special cases where a response requires further investigation within three (3) months. In the second case, the Department must inform the customer within the first month that the case requires further investigation.