Travelling by airplane

airplane

Denied boarding

If you have bought a ticket and the air carrier denies boarding on a flight (due to overbooking, aircraft replacement for a smaller plane), you are entitled to:

  • compensation of €250 and up to €600, depending on the distance of your journey
  • refund of your ticket or a seat on an alternate flight
  • compensation for meals and drinks
  • compensation for accommodation and travel between the airport and the hotel, when an overnight stay becomes necessary.

Flight cancellation by the airline

The airline is obliged to inform you for the cancellation of your flight at least 2 weeks in advance of the flight date. In case the airline does not follow this, you are entitled to:

  • compensation of €250 and up to €600, depending on the distance of your journey
  • refund of your ticket or a seat on an alternate flight under similar circumstances and any care and assistance you require (telephone calls, food and drinks, accommodation, transportation).

Flight cancellation due to exceptional circumstances

If your flight is cancelled due to exceptional circumstances (weather conditions, strikes, etc.), you are not entitled to compensation; however, the company is obliged to provide you the opportunity to choose:

  • refund of the price of your ticket (full refund or partial refund of the unused ticket) or
  • travel to your final destination on an alternate flight at the earliest opportunity and any assistance needed while waiting to board on your alternate flight or
  • rebooking at a later date of your choice.

Departure delay

2-4 hours

If your flight is delayed during departure between 2 to 4 hours, you are entitled to compensation for food and drinks, accommodation (in case an overnight stay is needed) and travel from and to the airport, depending on the distance of your flight.

>5 hours

In case the delay is more than 5 hours, you are entitled to a refund of the price of your ticket and travel to your initial departure point.

Luggage

Damaged/lost luggage

In the event of damaged or lost luggage, the airline is liable to compensate you, up to €1,230.

In this case, you should make a written complaint within 7 days from the day you received your damaged luggage.

If the contents of your luggage are of great value, declare it before traveling and insure it. You will be compensated for what you have declared!

Delayed luggage delivery

If your luggage is delivered with a delay, you are entitled to compensation, given that it is proven that you have suffered loss during this delay. In this case, you can make your complaint in written form within 21 days from the date you received your luggage.

People with a disability/reduced mobility

If you are an individual with a disability or reduced mobility, you are served with priority.

You are also entitled to assistance (chairs for the disabled are given free of charge) at airports during takeoff, landing and for your transportation from and to the aircraft.

Pets

If you are an EU citizen, you can freely travel with your pet, given that your animal holds a European passport for pets. This passport is issued from any authorised veterinarian and must include details of rabies vaccinations.

Your pet needs an electronic microchip or a legible tattoo with the number stated on its passport.

TRAVELLING BY SHIP

Ticket cancellation/change by the passenger

Ticket cancellation

If you wish to cancel your ticket before your journey, then you are entitled to a partial refund, depending on the timing of the cancellation.

TICKET CANCELLATION TIME(BEFORE the scheduled departure) REFUND PERCENTAGE
<12 hours0%
Up to 12 hours50%
Up to 7 days75%
Up to 14 days100%
Regardless of the notice time, a 100% full refund of the ticket is givenon proven force majeure events.

Beware!

  • The full price of the ticket is returned (including booking fees and VAT).
  • If you do not travel due to personal circumstances, you will lose the value of the ticket.

Ticket change

You can change your ticket (e.g. changes in the flight date) within 48 hours before your scheduled departure, given that there are available seats on another date of travel. If the newly issued ticket is cheaper than the initial ticket, you are NOT entitled to a refund of the price difference.

Trip cancelation

At the company’s fault

If your itinerary is cancelled by the company, you are then entitled to compensation or other equivalent benefits of your choice, given that:

  • you were not informed 1 week in advance of the scheduled departure of the cancelled itinerary or
  • you were not informed at least within 12 hours before the scheduled departure of the cancelled itinerary and were not transported by other means to your final destination within 12 hours from the scheduled departure of your cancelled itinerary.

Due to a ship breakdown or damage

If your itinerary is cancelled due to a ship breakdown, you are entitled to:

  • transport to your final destination with the assistance of the company and at its expense within 24 hours if you have been timely informed and you agree to be transported to your final destination or
  • refund of the price of your ticket upon your withdrawal or
  • meals and accommodation on board or at a hotel free of charge, given that an overnight stay is necessary, if you do not wish to be transported to your final destination or do not withdraw
  • financial compensation twice as much as the price of the ticket, given that under the responsibility of the company you were not transported to your final destination within 24 hours.

Ship delays

Delayed departure

If the ship departure is delayed for more than 90 minutes from the scheduled departure time under the company’s responsibility, you have the right to:

  • not travel on the same ship and be refunded the price of the ticket, including that of the passenger and the vehicle, if any, or
  • be provided with meals and accommodation free of charge until the ship departs
  • be refunded 25%-50% of the price of the ticket depending on the length of the delay
  • be given compensation twice as much as the price of the ticket of the passenger/vehicle if, under the company’s responsibility, you do not reach your final destination within 24 hours of the scheduled departure time.

Delay during the trip

If you have a delay during the trip due to a ship breakdown/damage or due to the company’s responsibility, you have the right to:

  • interrupt your trip and be given the price of the unused ticket corresponding to the remainder of the journey or
  • continue your trip and receive a compensation of 25%-50% of the price of the ticket depending on the length of the delay.

Compensations Table

Sceduled Journey Duration25% compensationof the ticket50% compensationof the ticket
Arrival Delay
< 4 hours1 hours2 hours
4 – 8 hours2 hours4 hours
8 – 24 hours3 hours6 hours
> 24 hours6 hours12 hours

Journey interruption

If your journey is interrupted at an intermediary port due to a ship damage, and given that you were not transported to your final destination and did not exercise your right to withdraw, you are entitled to:

  • meals and accommodation free of charge, for the duration of your wait and until the ship departs or
  • compensation twice as much as the price of the ticket or an equivalent service upon agreement with the company.

Missing a connecting ship

If your journey is delayed or cancelled and as a result you miss your connection to continue your journey, you are entitled to:

  • transportation to your final destination with the most suitable means, the assistance of the company and at the company’s expense, after you have informed the company of your connection
  • meals and accommodation at the connection port with the assistance of the company and at its expense if you end up departing the following day.

Ticket discounts

Groups who qualify for ticket discounts are:

CategoryDiscount
Poor100%on economy class
Children up to 5 years old100%
People with a >80% disability & their guardians50%on all classes
Wheelchair vehicles50%
Multi-child families50%on economy class
Students50%on economy class(from 01/09 until 30/06 annually)

 

TRAVELLING BY TRAIN

train

Delayed arrival

Refund

When an at least 1-hour delay is expected on the arrival of the train to its final destination, you can then:

  • not travel and be refunded the price of the ticket if the service has not departed or
  • not continue your journey and be given a partial refund of the unused ticket corresponding to the remainder of the journey if you are halfway your journey. You are also entitled to transportation to your initial departure point free of charge if the purpose of your trip cannot be fulfilled due to the delay or
  • continue your journey towards your final destination at the earliest opportunity with the responsibility of the company, by alternative means of transport if necessary, or
  • continue your journey.

Compensation

If you arrive with at least a 1-hour delay, you can request compensation equal to:

  1. 25% of the price of the ticket if the train is delayed for 1-2 hours
  2. 50% of the price of the ticket if the train is delayed for more than 2 hours.

You are not entitled to compensation if you have been informed of the delayed itinerary before purchasing your ticket or if the delay is less than 1 hour.

Meals and accommodation

In the event of delayed departure or arrival which is greater than 1 hour, you are entitled to free:

  • meals and refreshments
  • accommodation and transport between the train station and your accommodation, given that an overnight stay is necessary.

You have the right to request the railway company to certify the delay or cancellation of the itinerary on your ticket.

The company is exempted from liability for compensation in case the delay or cancellation of the itinerary is caused by external circumstances that could not be avoided.

Luggage

If your luggage is lost during the journey, you are entitled to compensation of:

  • up to €1,300/luggage, if you can prove its value.
  • up to €330/luggage on all other cases.

Pets

You can travel with your pet on the train free of charge given that you carry its updated health record with you. Small animals should be carried on their special pet transport carriers and bigger animals should be wearing a muzzle and be kept on a lead next to you. The maximum dimensions of the special pet carrier is 50x40x70cm for TRAINOSE trains.

TRAVELLING BY BUS (KTEL)

Bus

Delayed departure

Compensation

If your itinerary (for distances greater than 250 km) is cancelled or delayed to depart for more than 2 hours, you are entitled to:

  • a refund of the price of the ticket and transportation to your initial departure point or
  • transportation to your final destination at the earliest opportunity at no extra cost
  • compensation of up to 50% of the price of the ticket, in addition to a full ticket refund, if the company does not follow any of the two aforementioned practices.

Meals and accommodation

If the scheduled duration of your trip is more than 3 hours and the departure of the bus is delayed for more than 90 minutes or the itinerary is cancelled, then you are entitled to free meals and accommodation, given that an overnight stay is necessary.

If the delay/cancellation is due to extreme weather circumstances, the company does not cover accommodation costs

The aforementioned rights are not valid for open tickets

Pets

You can carry only small animals of up to 10 kilograms free of charge in the cabin where they should be kept in their special transport carrier (maximum dimensions 50x40x35cm). In addition, you should have your pet’s passport or health record which should be updated within the past two years.

MOVING AROUND BY TAXI

Taxi

The taxi driver should:

  • have placed the price list in a prominent position
  • start the taximeter after your boarding
  • carry your luggage to and from sidewalk
  • issue a receipt always
  • take you to your destination without accepting another person on board (multiple hiring).

Price list

  • Day rate, for itineraries within the County – €ο.68/km
  • Night rate, for itineraries out of the County or between 00.00-05.00 – €1.19/km
  • Base rate (flagfall) – €1.19
  • Minimum rate – €3.16
  • From the airport – Athens city centre & vice versa – €00
  • To and from the airport – €3.84, extra charge
  • From ports/train stations/bus terminals – €1.07, extra charge
  • For each luggage of more than 10 kilograms – €0.40, extra charge
  • Radiotaxi call – €1.92, extra charge
  • Radiotaxi appointment – extra charge between €3.39 and €5.65

ACCOMMODATION

Conditions

The hotel or the rooms to let should:

  • provide all advertised and agreed facilities (air conditioning, pool, gym, Internet connection, etc.).
  • confirm or reject the booking in written form within three (3) days.
  • have a price list in each and every room.

If the hotel fails to follow the agreed conditions, it should:

  • ensure your stay at another hotel of an equivalent or higher category, covering your transportation costs and any price difference.

Bookings

Deposit

When you make a booking, the hotel has the right to ask for a deposit of up to 25% of the total cost of your stay. This amount cannot be smaller than the price of the daily accommodation rate.

Cancellation

If you want to cancel your booking:

  • a full 100% refund is paid to you, given that you have made the cancellation within 21 days before your stay.
  • you should pay up to 50% of the total cost of the booking depending on the hotel policy, given that you have not made the cancellation within 21 days before your stay.

In case you want to change your reservation to a reduced number of days, you should inform the hotel at least 21 days in advance and this will be at no extra charge.

If you do not inform the hotel on time (21 days in advance of your stay), the hotel has the right to request compensation of up to 50% of the agreed price.

EATING OUT

Price list

  • Ask for the price list of the establishment. It should have one price list per two tables and hand it over to the each customer before ordering.
  • Price lists should be mandatorily written in Greek and optionally in another language.
  • A price list should be mandatorily placed at the entrance of the establishment.
  • Final prices and the sign “Consumer is not obliged to pay if the notice of payment has not been receive (receipt – invoice)” should always be stated.
  • If they use frozen fish, meat or vegetables in cooking, this should be stated on the menu with the indication “frozen”, and “precooked” or “pre-fried” for precooked and pre-fried foods respectively.
  • In the salads section, salad names should be stated as defined by the establishment and their basic ingredients should be mentioned.
  • The type of cooking oils should be stated on the menu as it is when uncooked.
  • A cover charge (e.g. service charge) is not allowed.

Complaints form

Mass foodservice establishments are obliged to adhere to a “Complaints Form” policy, with forms in three copies placed at a special case, in a prominent position at the exit of the establishment so that it can be completed by the customer in case he has a complaint, and should be sent to the Trade Department of each Prefecture in charge.

Canteens

Canteens operating in certain areas:

Airports, Stadiums, Archaeological Areas and Museums, Passenger Ships, Trains, Hospitals, Bus Terminals, are obliged to provide the following products at fixed prices, being the highest possible prices charged, and place a price list at a prominent position:

 

PRODUCTPRICE
Bottled water 0.50 ml, (domestic or not, in or out of the fridge)€0.35
Bottled water 0.70 ml, (domestic or not, in or out of the fridge)€0.50
Toast with ham and cheese or sandwich with ham and cheese,(toasted or untoasted)€1.35
Toast with cheese or sandwich with cheese, (toasted or untoasted)€1.15
Single Greek coffee€1.20
Single filter coffee€1.20
Single espresso, (hot or iced)€1.35
Single instant coffee – frappe-type coffee, etc., (hot or iced)€1.20
Tea (hot or iced)€1.20

The above prices include VAT.

They are valid only for standing customers and canteens are obliged to have this sign: “For customers that are not seated bottled water, sandwiches, toasts, coffee and tea are available at regulated prices”.

They are not valid for First Class passengers.

These prices are different in areas for seated customers since these customers are offered additional services.

Coffee prices do not change if milk is added.

 

HOW TO FILE A COMPLAINT 

To file a written complaint you should send it to the company to which the complaint is addressed and share it with EKPIZO and the General Secretariat for Consumers.

Sample complaints can be sourced from the company or from the website of EKPIZO, www.ekpizo.gr.

 

FOR INFORMATION AND COMPLAINTS

EKPIZO

AthensThessalonikiPatras
Τ: 2103304444 T: 2310257776T: 2610222626
info@ekpizo.gr
www.ekpizo.gr

 

General Secretariat for Consumers

Τ: 1520, F: 2103843549

E-mail: 1520@efpolis.gr

www.1520.gov.gr

 

Tourist Police

T: 1571 (24-hour line)

 

TRAVELLING BY AIRPLANE

Hellenic Civil Aviation Authority

T: 210 8916150

F: 210 8916193, 210 8947132

E-mail: d1d@hcaa.gr

 

TRAVELLING BY SHIP

Central Port Authorities

Telephones

Piraeus: 14944 – 14541 – 2104172675

Rafina: 2294028888

Lavrio: 2292026589, 2292025249

 

Coast Guard Emergency Service

Τ: 108

 

Ministry of Economy, Infrastructure, Shipping and Tourism

Τ: 2131371700, 2131374700

F: 2104191561-562-563

e-mail: contact@yna.gov.gr

 

TRAVELLING BY TRAIN

TRAINOSE

Complaints Line

Τ: 2105270762

 

TRAVELLING BY BUS (KTEL)

Ministry of Economy, Infrastructure, Shipping and Tourism (Department of Infrastructure, Transport and Networks)

Τ: 2106508408

MOVING AROUND BY TAXI

Union of Attica Taxi Drivers (SATA)

Τ: 2105239524

 

Ministry of Economy, Infrastructure, Shipping and Tourism (Department of Infrastructure, Transport and Networks – Disciplinary Action against Taxi Drivers)

Τ: 2131600603, 2131600618 and fax 2106544125.

 

ACCOMMODATION

Greek National Tourism Organisation (EOT)

T: 2103310392, 2103310716

E-mail: info@gnto.gr

 

EATING OUT

Hellenic Food Authority (EFET)

T: 11717, 2106971500

E-mail: info@efet.gr