When using the buses or the metro, all passengers are required to carry a valid ticket or card with them. 

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Upon boarding the bus, passengers must validate their ticket or card. At the metro stations tickets/cards must be validated twice, when entering and when exiting. 

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Children up to six (6) years old must be accompanied by an individual responsible for ensuring their safe transportation. 

For the safe transportation of children using a baby/child stroller on regular urban routes with buses, it is recommended that the accompanying adult: 

• Board and exit from the middle door(s). 

• Transport the stroller folded. In cases where this is not feasible, or the accompanying adult prefers to transport the child in the stroller, one open stroller per vehicle or two open strollers for articulated buses and trolleybuses is permitted, but only if the driver determines that the vehicle's occupancy allows for it. 

In all cases, the accompanying adult must: 

• Position the stroller in such a way that does not obstruct the passage or movement of other passengers inside the bus/train. 

• Stay close to the baby/child stroller, hold it, and ensure that no injuries or inconveniences are caused to other passengers. 

• Ensure that the child inside the stroller is secured with a safety belt and that the stroller’s brakes are engaged. 

• Places the baby/child stroller in the luggage compartment during the execution of intercity and intracommunity regular and special transportation services, in accordance with point (d) of this document

On regular urban routes with road vehicles and rail-based systems, the transport of luggage and other items is allowed under the passenger's responsibility and at the discretion of the driver or other authorized personnel of the transport provider, depending on the occupancy conditions of the vehicle/train and the safety of passengers, as follows: 

• Small luggage (hand luggage, backpacks, etc.) must be hand-carried, not worn on the shoulders, and not placed on seats. 
• Larger luggage dimensions must not exceed 100 cm x 60 cm x 25 cm, their weight must not exceed 25 kg, and the length of other transported items must not exceed 1.70 meters. 

• In buses, passengers with luggage must board/disembark only through the middle door(s). 

• In buses, the maximum allowable number of "shopping carts" is two (2) for standard and articulated buses and electric buses (trolleys), and one (1) for MIDI buses. 

• Luggage and other transported items must be placed in the free spaces of the vehicles/trains, outside the aisles, entry/exit points, and ticket validation areas, to ensure the safe movement of other passengers. 

• Luggage holders must remain near their items and ensure they do not cause injury or inconvenience to other passengers. 

• It is prohibited to transport dangerous, flammable, sharp, poisonous, dirty, or foul-smelling substances, materials, and generally objects that are hazardous to the physical integrity of passengers. 

• If transport conditions within the vehicle do not permit it, the driver may refuse to allow a passenger with luggage or other items to board. 

• In all cases, transport providers are not responsible for the theft or loss of passengers' personal belongings during the journey. 

On regular urban routes with road vehicles and rail-based systems, the transport of bicycles is permitted under the passenger's responsibility and at the discretion of the driver or other authorized personnel of the transport provider, depending on the occupancy conditions of the vehicle/train and the safety of passengers, as follows: 

Buses exclusively allow the transport of folding bicycles with a size of up to 20’’. To ensure the safe transport of passengers and prevent injuries, such bicycles must be transported inside a special storage bag or carry-on luggage (maximum dimensions: 33 x 66 x 80 cm, with securing straps), with no mechanical parts protruding. 

If the conditions within the vehicle/train do not allow it, the driver may refuse boarding to a passenger with a bicycle. 

In all cases, the owners of transported bicycles (folding or otherwise) must: 

• Remain close to their bicycles and ensure they do not cause injury or inconvenience to other passengers. 

• Place bicycles in the free spaces of the vehicles/trains, avoiding aisles, entry/exit points, and ticket validation areas, so as not to compromise the safety of other passengers. 

• Give priority to people with disabilities, individuals with reduced mobility, elderly passengers, and generally to those requiring special attention, ensuring their access to stations and trains is not obstructed. 

On regular urban routes with road vehicles and rail-based systems, the transport of Light Personal Electric Vehicles (LPEVs), specifically e-scooters, is permitted under the passenger's responsibility as follows: 

α. Buses allow only the transport of foldable (collapsible) e-scooters. To ensure the safe transport of passengers and avoid any injuries, such electric scooters must be carried inside a designated storage bag or carry-on luggage (maximum dimensions: 110 x 50 x 20 cm, with securing straps), with no mechanical parts protruding. 

β. If the conditions inside the vehicle/train do not allow it, the driver may refuse to allow a passenger with an e-scooter to board.

In all cases, owners of transported e-scooters must: 

i. Stay close to their scooters and ensure they do not cause injury or inconvenience to other passengers. 

ii. Place the scooters in the free spaces of the vehicles/trains, avoiding aisles, entry/exit points, and ticket validation areas, to ensure the safe movement of other passengers.

iii. Give priority to individuals with disabilities, reduced mobility, elderly passengers, and others requiring special attention, ensuring they do not obstruct these individuals' access to stations and vehicles. 

Transportation of small pet animals by road vehicles and rail-based systems is permitted under the passenger’s responsibility, and at the discretion of the driver or any other authorized staff, depending on the occupancy conditions of the vehicle/train and taking into consideration the safety of passengers (with the exception of guide dogs), provided that: 

• They are placed in a safe closed transport cage with dimensions of 70cm x 40cm. x 50cm for regular urban transport or a safe closed transport cage with dimensions of 50cm x 40cm x 35cm for regular intercity routes and special routes.

• They are accompanied by their owner/holder. 

• The pet owner bears the individual health booklet - passport of the animal. 

• The pet owner is near it and ensures that no injury or any disturbance to other passengers is caused. 

• They place them in the free spaces of vehicles/trains, avoiding passageways, passenger entrance - exit points and ticket validation areas, to ensure the safe movement of other passengers. 

In particular, guide dogs, that is the trained guide dogs for blind people and assistance dogs for disabled persons as well as dogs that are in the stage of being trained as assistance dogs shall be transported as follows: 

• Without any transport cage and any muzzle, provided that they wear a leash, regardless of their size. 

• The user or trainer, as applicable, of the assistance dog shall carry with them and present, when requested by the Ticket Inspectors or the officers specifically authorized for this purpose, the prescribed documents required by law that certify the adequacy of training of the animal (if it has been trained or is under training), its state of health, and that the user or trainer of the assistance dog has the relevant certificate and proof of use of the animal. 

• In the event that the user or trainer is a citizen of an EU or a third country of origin, but resides in Greece for a short period, then the necessary certificates, as issued by an official body or service of the source country, must be translated in English. In the event that the user or trainer stays for a long period in Greece (e.g. work reasons, permanent residence etc.), the above certificates should be officially translated in Greek by the Greek authorities abroad (Embassies etc.), pursuant to the relevant legislation in force. 

• The user or trainer, as applicable, of the assistance dog shall ensure the cleanliness of the vehicle / train and the unhindered passage and movement of the other passengers within the vehicle / train.  

Please note that in the event of damage caused by the animal, the general provisions under the Civil Code on the responsibility of the pet animal’s owner for the damage caused by it to a third party shall apply (article 924 of the Civil Code). 

• Smoking and consumption of food and beverages are not allowed in vehicles and trains. 
• It is not allowed to transport inflammable or foul-smelling materials. 

The planning, organization, and execution, within their respective areas of responsibility, of quality, reliable, and efficient transport services using road and rail-based systems constitutes an obligation for all transport providers/operators subject to this Regulation. These services must not only optimally serve society but also enhance the efficiency and sustainability of passenger transport. 

The operation of regular urban transport with road and rail-based systems is carried out as follows: 

For the Regional Unit of Thessaloniki (PE Thessaloniki): The operation of transport services, as per Article 26 of Law 4482/2017 (Government Gazette A’ 102), is temporarily assigned to the Thessaloniki Urban Transport Organization (OASTH). This is implemented according to the provisions of the contract between OASTH and the Hellenic State, as amended and in force. In all respects, according to Article 3 of Law 4482/2017, the Thessaloniki Transport Authority S.A. (TheTA) is responsible for the strategic and operational planning, coordination, and supervision of public transport services in PE Thessaloniki. 

Transport operators providing regular urban transport services via road and rail systems are under the obligation to: 

a. Offer reliable transport services using buses (thermal and electric-trolleybuses), electric railways, metro (underground railway), and tram systems, according to scheduled and publicly announced timetables.

b. Implement simple and clear administrative procedures and ensure they are well notified to the greater public to facilitate citizen transactions.

c. Collect the fare amounts specified by the applicable legislation and display the current fare schedule prominently. Subject to reduced fares for social reasons, ticket prices and general contractual terms must be offered to the public without direct or indirect discrimination based on the passenger’s nationality, the transport provider’s location, ticket sellers’ (agents) locations, or the transportation of individuals with disabilities or reduced mobility.

d. Provide a mechanism for handling complaints regarding violations of rights and obligations under this Passenger Rights Regulation. The designated bodies must review complaints according to Article 6 of this Regulation and adhere to the stipulated deadlines for informing complainants.

e. Maintain a system for responding to feedback, requests, or complaints from citizens/passengers about transport services provided and any suggestions for improvement. Responses must be provided promptly, within two months.

f. Deploy the required vehicles and trains as per the approved route schedule as determined by the relevant authority.

g. Ensure the availability of tickets, unlimited travel cards, and other fare types through points of sale, ticket counters/booths, ticket vending machines, etc. to the public, taking every feasible measure to ensure the public can access and use these tickets and fare options.

h. Ensure the inclusion of all parameters that add value to the provided transport services, as follows:

i. Responsibilities Regarding Passenger Information, Service, Safety, and Hygiene. Operators are required to:

• Serve the public and perform transportation operations with vehicles as mandated by law, agreements with the State, and relevant decisions of competent authorities. 

• Take timely measures, in case of vehicle malfunctions/breakdowns to restore the smooth operation of the transport network, for which they are responsible, as quickly as possible, facilitating the proper execution of scheduled routes. 

• Systematically maintain vehicles and rolling stock and provide all necessary support services and facilities (infrastructure) to ensure safe and comfortable passenger transport. 

• Ensure hygiene and safety conditions during passenger transport. To prevent the evident risk of disease transmission, individuals with uncovered wounds or injuries are not allowed access to urban transport areas, vehicles, and infrastructure. Urban transport staff are authorized to remove such individuals from these spaces. 

• Ensure the cleanliness and hygiene of vehicles/trains in operation and the spaces used by the public (stations). 

• Ensure safe passenger transport by prohibiting the carriage of flammable and explosive materials. 

• Comply with transportation and safety rules, as well as applicable regulations in all cases. 

• Provide lost and found services to assist passengers in retrieving misplaced items. 

• Prohibit the transport of unaccompanied children under six (6) years old. 

• Ensure that drivers execute all scheduled routes according to the approved timetable each time. In emergencies (e.g., traffic congestion, bus breakdowns), drivers must follow instructions from relevant authorities (e.g., station managers). 

• Ensure all vehicles and trains meet the required standards of passenger comfort and safety mandated by applicable laws and regulations. 

• Provide necessary support services and facilities, spare parts, and materials to ensure diligent maintenance and repair of buses, thus ensuring their safe operation and minimizing route cancellations due to breakdowns. 

• Ensure buses stop only at designated stops, except in cases of force majeure. 

• Ensure buses stop near sidewalks for sufficient time to allow safe boarding and disembarking of passengers. 

• Install and maintain signage at stops and stations with information about passing bus lines. Signs can include electronic displays providing real-time information on bus and train arrival times (smart telematic stops and informational signs). 

• Provide timely public notifications about emergencies or temporary changes in the network under their jurisdiction using all available means. 

• Maintain notice boards with useful information in publicly accessible locations on vehicles/trains and in stations. 

• Display timetables at each station, showing the times of the first and last trips and the frequency of service throughout the day. 

• Post the operating hours (schedule) of all points/locations selling tickets and monthly passes and adhere to these schedules. 

• Ensure clear visibility of line numbers and names on the front, rear, and sides of vehicles and trains, where such signs exist. 

• Provide information about the operating hours of all transportation services, as determined by the relevant authorities for each mode of transport and each line, as well as details regarding routes and their frequency. To this end, the exact schedules of buses, trolleys, electric trains, metro, and trams, including the first and last trips as well as train passing times, must be posted on operators’ websites (where available), at the starting and terminal stops of routes, and on timetable boards at electric train/metro stations and tram stops. Schedule information for all means of transport must be available to the public via a call center or a dedicated telephone line that should be well-advertised. 

• Provide online information regarding ways of contact with the lost and found offices for each mode of transport, their operating hours, and all details necessary for locating and retrieving lost items. Lost items found by transport personnel or handed over by other passengers are stored by the respective lost and found services and returned to rightful owners upon request. 

• Share details online and through announcements in stations, stops, and vehicles/means about penalties for violating fare regulations, the methods and locations for paying fines, and all related details about the control procedures and imposed penalties. 

• Provide real-time passenger information via telematics systems in buses, announcing the next stop, and install sufficient numbers of telematics-enabled smart stops at significant locations on the road network to display bus arrival times where such systems are operational. 

• Display printed passenger information materials in prominent locations within buses and stations, containing general or specific useful information or instructions for passengers, including details about services provided, vehicle and train circulation, safety issues, and other useful contact or service information. 

• Offer accurate service information via their websites and notify passengers promptly and effectively about any changes affecting their services, for example, through announcements in the media, on their websites, in areas accessible to the public (stations, stops, ticket offices, and depots), and within vehicles/trains. 

• Ensure passengers have suitable and comprehensible information in accessible formats, wherever possible, for persons with disabilities or reduced mobility, about their rights under Regulation 181/2011, as well as the contact details of the national enforcement body for this regulation, as specified in Article 9 of the relevant Ministerial Decision. This information must be made available at terminal stations and online. 

• Operators must provide sufficient public information, in accessible formats, throughout the journey about general matters related to the operation of transport systems under their jurisdiction and inform citizens using the following methods: 

-Through mass media for major issues concerning the urban transport system in the area they serve. 

-Via their website. 

-Via a telephone information center or a specific telephone line. 

-Through printed informational materials distributed free of charge. 

-Via timetables at stops and starting/terminal points for buses and trolleys. 

ΙΙ. Regarding the Service of Persons with Disabilities and Persons with Reduced Mobility, operators must:

• Take measures to guarantee accessibility to transportation for individuals with disabilities, reduced mobility, or those who require assistance (e.g., pregnant women, individuals with disabilities, the elderly, and small children). Operators must actively encourage the use of public transportation by these groups. 

• Ensure the functionality of infrastructure, within their network and public facilities, to facilitate access for individuals with disabilities, reduced mobility, or those needing assistance (e.g., pregnant women, individuals with disabilities, the elderly, and small children). They must inform the public when boarding, disembarking, or traveling safely and effectively is not possible for individuals of the above groups. 

• Place clear signage that indicates designated seating areas within vehicles and carriages for the aforementioned individuals. 

• Ensure Safety Compliance. These individuals must comply with safety requirements established by international, European, or national law, as well as health and safety guidelines set by relevant authorities. 

• Train Staff on Disability Awareness. Guidelines and training procedures must be implemented for staff interacting directly with passengers to raise awareness of disability-related issues, as outlined in Part A of Annex IV of this Regulation. 

ΙΙΙ. Operational staff (drivers, train operators, stationmasters, supervisors, ticket sellers, fare inspectors, and security personnel) who interact daily with passengers, during the execution of their duties in compliance with the relevant By-laws applicable each time, are obligated to: 

• Exhibit professional conduct and exemplary behavior and show appropriate respect when communicating with passengers and the public. Provide their registration number to interested passengers upon request. 

• Act with courtesy and provide all possible information related to transportation. 

• Make every effort to assist passengers, within the technical capabilities of the respective transport mode, especially those with reduced mobility or those requiring assistance. 

• Maintain a professional appearance, wearing uniforms and identification badges as required by regulations. 

• Adhere to restrictions on smoking, listening to personal music, and using mobile phones, except for official purposes and only with wireless headsets. 

Specific duties of operational staff by category: 

Drivers are required, as applicable, to: 

−Adhere to road traffic regulations and stop exactly at locations where bus stop signs are placed. 

−Demonstrate responsible and consistent driving practices to ensure the safe and comfortable transportation of passengers. 

−Notify passengers of any emergency or temporary changes affecting the transport line they are operating on.

−Ensure satisfactory temperatures inside vehicles/trains equipped with air conditioning. Cooling should be activated when the internal temperature reaches 28°C in summer, and heating when it falls below 15°C in winter. 

−Complete all scheduled routes according to the approved timetable. In emergencies (e.g., traffic congestion or bus breakdown), they must comply with instructions from relevant authorities (e.g., Stationmaster). 

−Stop the bus at designated stops for passengers to board and disembark, exercising appropriate attention and safety, particularly for persons with disabilities or mobility issues. They must not drive with doors open, open doors before the bus is fully stationary, or move the vehicle before passengers have disemaberked or boarded, and the doors have been closed. 

−Abide by all traffic code rules while driving, avoid unnecessary maneuvers, high speeds, or abrupt braking/starting. They should drive prudently, safely, and at appropriate speeds, ensuring routes and stop visits are completed within the scheduled time. 

−Pay special attention to passengers with disabilities or reduced mobility when boarding, ensuring their safe transport (e.g., offering seats, securing wheelchairs, etc.). 

−Remind passengers to offer their seats to individuals needing assistance (e.g., pregnant women, the elderly, individuals with disabilities) on buses where standing passengers are permitted. 

−Report to work well-rested, abstain from consuming alcohol or medications that impair driving ability, refrain from smoking, and avoid using mobile phones or radios while driving, except for work-related purposes via wireless headsets. 

−Ensure that passengers do not open bus windows when air conditioning is in use or when other passengers object. 

Stationmasters and supervisors are required to: 

−Ensure adherence to route schedules and the smooth execution of transit operations in general. 

−Inform the public about issues affecting their travel and any emergency or temporary changes to transit lines under their supervision. 

Ticket and card sellers must: 

−nsure the ticket office's operating hours are clearly posted in a permanent location and strictly adhere to them.

−Conduct financial transactions with courtesy, patience, and a willingness to assist. 

Fare inspectors are required to: 

−Perform ticket checks in compliance with applicable laws, with due diligence, courtesy, and respect for passengers’ dignity. 

−Wear and present their official identification in a visible place. In all respects, employee information is provided to requesting passengers only upon judicial order or during a preliminary investigation by a public authority. 

Any individual, whether a passenger of regular or special transit lines covered by this Passenger Rights Regulation or not, may, if they wish and in accordance with the provisions of paragraph 4 (Sections A and B) of this article, submit a report-complaint to the competent authority in the event of a violation of their rights (as defined in Article 2) or the obligations of transport providers (as defined in Article 5 of this decision). 

1. The primary (first-degree) authority for examining reports-complaints concerning violations of this Regulation is as follows: For public transportation services operating under Law 2898/2001 (Government Gazette A’ 71) in the Thessaloniki region, the Thessaloniki Urban Transport Organization (O.A.S.TH.). The secondary (second degree) authority for complaints unresolved by the aforementioned primary authority is, in accordance with Article 43 of Law 4850/2021, the Thessaloniki Transport Authority (THETA), for public transport services within Thessaloniki's Regional Unit boundaries. This applies to services provided by the transport company under Article 26 of Law 4482/2017 or any future public transport provider operating within the same boundaries. 

2. In particular, complaints filed by citizens against transport employees for breaching official duties, as defined by the applicable legislation, are examined according to the disciplinary rules applying to each transport provider each time and the relevant disciplinary procedures are initiated accordingly. If an employee’s misconduct results in a violation of a right covered by this Regulation, any compensation owed to the affected citizen is paid as specified in Article 7 and Annex I of this Regulation, provided the disciplinary process (which must be completed within the deadlines outlined in the next paragraph) results in a definitive disciplinary sanction against the responsible employee. The report-complaint mechanism is activated as follows: 

A. PROCEDURE FOR FILING, RECEIVING, EXAMINING, AND RESOLVING PASSENGER REPORTS-COMPLAINTS REGARDING VIOLATION OF REGULATION RIGHTS AND COMPENSATION PAYMENT 

A.1 Submission and primary examination of Reports-Complaints 

i. Reports -complaints must be submitted in writing within three (3) months from the date of the alleged violation to the designated primary authority, depending on the transport line and the type of transport, of article 2 herein.  

In order for the reports-complaints to be duly examined, they must be submitted in writing and definitely include: the full personal details of the complainant (Name, Surname) and contact details (postal address and/or email, phone, or fax), and the reasons for filing the complaint, a clear description of the incident, travel-related information (e.g., transport operator, departure/arrival points, scheduled and actual departure/arrival times in cases of cancellation or delays, ticket price, etc.). Supporting documents such as ticket stubs, travel reservation proofs, or receipts for additional expenses can be optionally attached. 

ii. The primary examination authority conducts an investigation into each report-complaint and, within one (1) month from the date of receipt, it informs the complainant in writing whether the complaint was deemed valid, rejected, or is still under review. Complaints that are offensive, incomplete, or already examined (or under examination by a secondary authority) will not be reviewed by the primary authority, and the complainant will be informed accordingly. 

iii. Within three (3) months of receiving the complaint, the primary authority provides written notification to the complainant about the results of the investigation. If compensation is warranted, it will be determined and paid according to Article 7 of this Regulation. 

Α.2. Submission and Second-Degree Examination of Reports-Complaints

i. Reports-complaints deemed unfounded or rejected by the primary authority, as well as objections to decisions made by the primary authorities, may be examined by the designated secondary authorities, depending on the transport line and the type of transport, specified in paragraph 3 of this article. The complaint must include, in addition to the details outlined in section A.1.i, the primary authority to which the complaint was initially submitted, the reasons for requesting a second-degree examination and attach a copy of the response provided by the primary authority regarding the original complaint. 

ii. Within one (1) month of receiving the report-complaint, the secondary authority informs the complainant in writing and with acknowledgment of receipt whether the complaint is deemed valid, has been rejected pr is still under review. If, during the examination, the secondary authority identifies violations of the transport providers’ obligations, as defined in Article 5 herein, which may lead to the imposition of administrative penalties, the process specified in Section B of this article is also initiated. 

Reports and complaints still pending or under examination by the primary authorities will not be reviewed by the secondary authorities. 

iii. Within two (2) months from the receipt of the report-complaint, the secondary authorities, after consulting the relevant primary authority, must notify the complainant in writing and with acknowledgment of receipt about the outcome of the investigation. Any compensation owed to the complainant will be determined and paid as specified in Article 7 of this Regulation. 

Β. PROCEDURE FOR SUBMISSION AND EXAMINATION OF REPORTS-COMPLAINTS FOR VIOLATIONS OF REGULATION OBLIGATIONS AND IMPOSITION OF ADMINISTRATIVE FINES 

1. Transport providers who violate the provisions of this Passenger Rights Regulation are subject to administrative fines ranging from one hundred and fifty euro (€150) to three thousand euro (€3,000), which are collected on behalf of the public treasury, in accordance with public revenue collection laws. 

2.The Thessaloniki Transport Authority (THETA) is responsible for identifying violations of this Regulation and imposing fines, in accordance with the procedures herein, as per case and depending on the category of the performed passenger transport.  THETA acts either ex officio or following reports and complaints submitted directly or forwarded to it. 

3. Each report/complaint is investigated by THETA. Within 15 days of receiving the report/complaint, THETA formally notifies, in writing and with acknowledgment of receipt, the transport provider, requesting a written response regarding the alleged violation within 10 days of the notification’s receipt. After the expiration of the above deadline, and regardless if the provider has submitted views and explanations in writing, the President or the Board of Directors of THETA, as per case,  makes one of the following decisions:

α.  Unfounded Complaint: The case is dismissed and archived, with the complainant notified accordingly.

β. Valid Complaint: A date, time, and location are set for the case to be discussed/examined. The transport provider is formally notified, in writing and with acknowledgment of receipt, at least 5 days in advance and invited to attend. 

Within 30 days of the hearing, the President or the Board of Directors of THETA issues a reasoned decision and formally notifies, in writing and with acknowledgment of receipt, the transport provider. If a violation of this Regulation is confirmed, an administrative fine is imposed, and the decision is sent to the competent Tax Office (D.O.Y.) of the violator for collection, in accordance with public revenue collection laws.