Terms and Conditions

Website Terms and conditions: JSC "Georgian Railway" offers natural and legal persons to purchase an electronic travel document (ticket) for mainline passenger trains through plastic card payments in the online mode of the website www.gr.com.ge.

To avoid any uncertainties during the process of purchasing electronic travel documents and during travel, please thoroughly familiarize yourself with the terms and conditions for purchasing travel documents (tickets) online and for railway travel, and confirm your acknowledgment thereof.

Through the website, it is possible to purchase all types of electronic travel documents for JSC "Georgian Railway's" mainline passenger trains in any direction, with both full and children's fares, as well as various types of discounts applicable to railway transport. This service is subject to charges as established by JSC "Georgian Railway".

The service fee for purchasing a ticket online is 1 GEL per ticket.

The right to purchase a travel document (ticket) is granted to adult natural persons.

In case of ticket purchase by a legal entity, the ticket shall be issued to a natural person.

The purchase of electronic travel documents is conducted through plastic card payments.

To purchase an electronic travel document for mainline passenger trains, you must complete the registration process on the website and fill in all mandatory fields.

Electronic travel documents for trains are sold up to 20 calendar days before the train's departure (except in exceptional cases).

An individual may purchase a maximum of 9 electronic tickets (travel documents) in a single transaction. The person to whom the ticket(s) is/are issued must be present during both the boarding process and throughout the journey. Otherwise, passengers will not be permitted to board the train.

The online sale of tickets for passenger trains comprises several stages, upon successful completion of which the user purchases an electronic travel document (ticket).

For travel with an electronic travel document, the passenger is obliged to present the identity document of the passenger who owns the ticket to the train attendant (service operator).

The sale of electronic tickets shall cease 1 hour prior to the train’s departure from the initial station.

Please note!

Online ticket sales are not available for regional (suburban) and international passenger trains. Regional trains may purchase tickets only on the day of departure, either at railway ticket offices (by cash and/or non-cash payment) or through ticketing machines on trains (by cash payment only).

Ticket purchase:

To search for available seats on mainline passenger trains, enter the following information in the designated fields:

• Departure and arrival stations. Select your desired travel date. The departure date is considered to be the date of departure of the train from the inicial station;
• To purchase a return ticket, check the appropriate filed "Return" and specify the date;
• Specify the number of full (standard) seats. Full (standard) seats may be used by passengers aged 10 and above;
• After filling in the desired information, click the "Search" button. The system will display available seats on your desired route, indicating the train number, train direction, departure time from the departure station, arrival date and time, seat class, and price;
• According to the displayed information, select your desired seat class on the train and, if desired, check the seat selection functionality "I want to select seats". The seat selection service is subject to a fee of 1 GEL;
• Indicate the number of passengers, including the number of children and wheelchair accessible seats, if required;
• After selecting the train, you are given 10 minutes to enter passenger information and complete the transaction;

In case of an unsuccessful purchase, if you wish to purchase a discounted ticket, a repeated purchase must be made after 10 minutes have elapsed.

Otherwise, the system will not allow you to utilize the discount for 10 minutes following the cancellation of the purchase.

Completing Passenger Information:

The website user is responsible for the accuracy of passenger information. Please ensure the accuracy of the information you enter on the website for ticket purchase purposes, as this is a necessary condition for passenger admission to the train.

All electronic travel documents may be issued using the identity document data of a single passenger.

If a website user/passenger wishes to purchase a child's ticket or a ticket for a person eligible for discounts, must individually enter their data in the fields designated for ticket purchase. Passengers will be admitted to the train only if traveling with the person under whose name the tickets were issued.

Child’s ticket:

A child’s ticket may only be purchased together with an accompanying person’s ticket.

Child's tickets are issued to children aged 5 to 10 years. When issuing a ticket, you must fill in the data of the birth certificate or identity card.

One child under the age of 5 may travel free of charge with an adult passenger, if they do not occupy a separate seat.

In order to occupy a separate seat for a child under the age of 5, it is necessary to purchase an electronic travel document issued with the appropriate child fare.

When traveling with more than one child under the age of 5, as well as for each child between the ages of 5 and 10, it is necessary to purchase a children's electronic travel document.

When traveling with a child under 10 years of age, it is necessary to present a birth certificate or an identity document to the train attendant.

The ticket price for children aged 10 and over is determined by the rules established for adults.

Please note!

A minor (under 18 years of age) will not be allowed on board without an adult accompanying person.

Use of the Preferential Rate:

When purchasing an electronic travel document, benefits apply only to 2nd class seats, for the following persons: 

• Students of an authorized higher educational institution;
• Employees of the Georgian Railway;
• Veterans of war and military forces and their family members.

A person eligible for a preferential rate is entitled to purchase only one preferential ticket per journey. For this purpose, they must enter their personal identification number in the corresponding field, based on which the preferential rate will be applied.

For travel with an electronic travel document, the passenger utilizing the preferential rates must present to the train attendant (service operator) the identity card of the passenger using preferential fare. Please note that the original identity document must be presented to the attendant (service operator). If a copy of the certificate or a photo version is presented, the passenger will not be allowed on board.

Only when traveling with a child's ticket is it permissible to present a copy of the birth certificate.

Payment of the travel fare:

Complete the procedures required by the bank to execute the transaction.

Upon successful transaction completion, a ticket will be generated containing travel information.

Travel for people with limited mobility (wheelchair users):

• GRS (“Stadler Kiss”) type trains provide an adapted environment for people with limited mobility (wheelchair users): elevator, ramp, appropriate space and restroom;
• In the absence of accompanying/escort personnel in the train or station, the railway ensures the smooth travel of persons with disabilities and limited mobility.

In order to provide the necessary assistance, the passenger is obliged to inform JSC "Georgian Railway" at least 48 hours prior to departure. The necessary information for assistance should be provided through notification to the hotline (032 2 42 04 05 or  1331).

Group transportation:

Please note! Temporary, it is not aviable to book a groput transportation tickets online, to make apply for group transportation arrangements please call: 032 2 42 04 05 or  1331

In case of travel by 10 or more persons, group transportation arrangements apply, which are subject to different conditions.

• Those wishing to travel in a group may complete an application on the JSC "Georgian Railway" website www.gr.com.ge;
• Group applications can be filled out on the website by legal entities, through their registration;
• The application may be received at any time, no later than 20 working days before the train departure. The Railway also reserves the right to consider applications received less than 20 working days before the departure of the train, subject to the essential condition that the application is submitted within a reasonable period of time to enable passengers to be provided with acceptable and desirable seats and services.

Transportation of separate groups of passengers (10 people and more) shall be carried out based on an application that must specify

• Name and identification code of the ordering organization;
• Direction of the train; date/time of departure; seat class; the number of requested seats;
• Form of payment (Non-cash payment: card payment or bank transfer based on the invoice issued by the Georgian Railway);
• Applicant information, contact person information, group leader information (the applicant is responsible for the accuracy of thisinformation);
• After the application is fully completed and submitted, the reservation of the requested seats will be confirmed or rejected. In case of confirmation of the reservation, the requesting party will receive a corresponding notification via SMS; Information about the reservation or rejection of the requested seats will be reflected in your profile in the “Bookings” field; For verification purposes, you may additionally contact the Georgian Railway hotline (1331);
• After application confirmation (if approved), the applicant must enter the group members' data, specifying each member's name, surname, and personal identification number. For children under 10 years of age, it is necessary to check the "Child Ticket" field and indicate the date of birth for the child fare to apply, and for persons eligible for preferential rates - to enter the relevant personal identification number for the applicable benefit to apply (student, veteran, railway employee);
• If the name, surname and personal identification number of all passengers are not completed, the organization submmiting the application is obliged to send the name, surname and personal identification number of all passengers in an Excel file to the official email address of Georgian Railway (GRbooking@railway.ge ), or upload it to the railway website if such functionality is available, 10 calendar days in advance;
• After the passenger information is fully filled in and submitted, an invoice will be generated and sent to the applicant, who must make the appropriate payment within 3 working days. After the expiration of this period, in case of non-payment, the reservation will be canceled and the seats will be released for free sale. The payment period may be shortened, taking into account the date of receipt of the application;
• If the applicant pays the invoice in full, information about the purchased tickets will be sent via SMS, and the tickets will be displayed in their profile under "Purchased Tickets";
• Please note that the ticket will be considered purchased only after the applicant pays the required amount by the preferred payment method (bank transfer or card transaction) within the established deadlines;
• For ticket returns during card payment transactions, individual tickets may be returned through your profile. For bank transfer payments, passengers wishing to return tickets must contact JSC Georgian Railway's hotline at 1331;
• For VAT-exempt organizations, the ticket price will be reduced by the VAT amount as stipulated by Georgian legislation. To deduct VAT from the travel document (ticket) price, organizations must check the relevant VAT-related field and upload supporting documentation when submitting the website application;
• The additional service fee for booking a seat is 5 GEL per seat;
• Please ensure the accuracy of information specified in the application, which is a necessary condition for correct ticket issuance and passenger admission to the train;
• Please ensure the accuracy of email and contact telephone numbers, as these will be used for communication from JSC "Georgian Railway.

Travel conditions:

A group ticket is issued based on the presentation of the identity document data of each passenger. If desired, it is possible to issue a ticket for the entire group traveling with the passengers on the routes specified in the application based on the identity certificate of one passenger (group leader). In this case, the applicant must submit a complete list of passengers, indicating their first name, last name, and personal identification number. When boarding the train, the members of the group must present their identity cards.

Travel:

To travel with an electronic travel document, present the identity card of the ticket holder(s) to the train attendant. It is advisable for the passenger to have a physical or photo version of the electronic ticket with them to avoid any confusion.

Carrying hand luggage and luggage:

When traveling by mainline train, the passenger has the right to carry free of charge up to 36 kg of hand luggage (for adult and children's electronic travel documents), the dimensions of which do not exceed 180 cm in the sum of three dimensions. The fee for transporting oversized/overweight luggage within the above parameters is charged at the rate determined by the company. Items or objects weighing more than 80 kg per unit or exceeding 3 m in length are not permitted as luggage. For agricultural products, the shipping rate for one unit for distances of 1-350 km is 2.00 GEL, and for household items, the shipping fee for 1-350 km is 5.00 GEL. Passengers may purchase this service at ticket offices, on the website, or on board the train. 

Transporting of small pets/birds:

Passengers are permitted to transport small pets/birds free of charge if they are placed in special containers and the container does not occupy a separate passenger seat while traveling in any class of train carriage. If the passenger wants to place a special container in which pets/birds are placed in a separate passenger seat, then they must purchase a travel document (ticket) for placing a special container when purchasing a travel document;

• The parameters of the container should not exceed 55X35X20 cm. Additionally, the container must be clean, leak-proof, and prevent animal/bird escape; The container must have ventilation on three sides; must provide sufficient space for natural animal/bird movement; The container bottom must be covered with liquid-absorbing material;
• A passenger who is transporting a small pet/bird by train must carry a veterinary certificate, which must be presented to the train attendant (service operator) upon boarding the train;
• The passenger is obliged to place the pet/bird container in such a way that it does not obstruct the free movement of other passengers;
• The passenger is responsible for the small pets/birds they carry on the train. The passenger is obliged to monitor the container and the animal/bird placed in it, so that they do not disturb and endanger other passengers, do not damage or pollute the train and the property of other passengers. If a small pet/bird causes harm to other passengers and train staff, damages and/or pollutes the property of the train and other passengers, then compensation for such damage shall be fully borne by the passenger transporting said small pet/bird.

Transportation of Technical Equipment:

Upon payment of the railway-established fee, only one bicycle per railway carriage is permitted to be transported in a disassembled state (only front wheel removal permitted) and packed condition, placed in an appropriate location.

Bicycles, baby carriages and beds, prosthetic wheelchairs, and other technical equipment for persons with special needs are permitted only in packed condition.

Items Prohibited from Transportation:

The following items are prohibited as hand luggage: items that may damage or contaminate the carriage and/or other passengers' belongings, as well as loaded weapons, asphyxiating substances, flammable materials, poisonous substances, easily inflammable materials, explosive substances, and other hazardous materials (except in cases provided for by special regulations).

Returning tickets:

Unused electronic travel document (ticket) can be returned online through the Georgian Railway website up to 1 hour before the train departure. After this period, the electronic travel document (ticket) is non-refundable.

When returning a child's electronic travel document (ticket), please note that the child's ticket is returned first, followed by the accompanying adult's full ticket.

The passenger has the right to receive a refund of the ticket fee if they return an unused ticket, in accordance with the applicable rules.

If the time remaining before train departure is:

• Not less than 15 hours – 0% of the ticket's tariff price will be deducted;
• Less than 15 hours (but not less than 4 hours) – 15% will be deducted;
• Less than 4 hours (but not less than 1 hour) – 30% will be deducted.

The commission fees paid for the purchased travel document will not be refunded unless the ticket is returned due to reasons attributable to the railway.

Refunds for unused electronic travel documents (tickets) will be processed within 3 business days, exclusively to the bank account from which the transaction was made; The serving bank is responsible for the timely processing of refunds.

 

Ticket Exchange Policy:
 Tickets can be exchanged if the desired tickets are available on the website. Only the following changes are allowed: class/seat selection, name and surname, and date/time. Ticket exchanges can be processed via a notification received through email or mobile (WhatsApp). Each ticket page includes a "Ticket Exchange" button—please select it and follow the instructions.

Important Notice:
 Tickets can be exchanged only once. A previously exchanged ticket cannot be exchanged again.

Free Ticket Refund Policy:
 The fee for a free ticket refund is 1.50. This ensures that the full ticket price is refunded without any penalties.

 

Compensation conditions:

• The Railway has compensation terms in effect, according to which a passenger has the right to request compensation for train delays caused by the Railway when traveling from the point of departure to the destination point;
• A delay  is considered when a train is delayed by 60 minutes or more at the final destination point due to Railway's faul;
• The amount of compensation payable for delays is: 

          1.25% of the ticket's tariff value, in case of train delay from 60 minutes to 119 minutes;

          2.50% of the ticket's tariff value, in case of train delay of 120 minutes or more.

• Compensation payment for delay is made within one month from the registration/submission of the claim;
• The passenger does not have the right to claim compensation for the delay, if they were informed about the expected delay at the time of purchasing the ticket or if the delay time is less than 60 minutes;
• Compensation is issued only if the passenger has fully used the railway service and the ticket fee has not been reimbursed on other grounds;
• In the event of a train cancellation, the passenger will receive a full refund of the fare.

In order to receive compensation, the passenger is obliged to contact the railway within 7 days from the occurrence of the relevant circumstances, in accordance with the established rules, via the hotline of JSC "Georgian Railways" (032 2 42 04 05 or 1331), e-mail (support@tre ge or callcenter@railway.ge) and/or railway ticket offices.

Passenger Rules of Conduct and Responsibilities:

• Smoking tobacco and consuming alcoholic beverages are prohibited on board the train;
• It is prohibited to board or travel on the train while under the influence of alcohol and/or narcotic substances, violate travel rules and public order, consume alcoholic beverages, or disturb other passengers' peace. The train attendant/service operator or other authorized railway employee may refuse travel or request such a passenger to leave the train, and in case of non-compliance - call a police officer. Such person will not receive a refund for travel and luggage transportation fees;
• Passengers on board the train must comply with socially accepted rules of conduct and ethics. It is prohibited to use electronic devices on board the train in a way that disturbs other passengers' peace. When using such devices, please use headphones.

Please note that in case of violation of the above-listed or aforementioned rules and conditions by a passenger, the train attendant (service operator) or other responsible person is authorized to refuse transportation or make the passenger leave the train at the nearest station.

These Terms and Conditions is an integral part of the travel ticket.

This document may be subject to changes and additions, therefore, the passenger is obliged to familiarize themselves with the consolidated version of this document before purchasing a ticket.

For additional information, please contact the company's hotline (032 2 42 04 05 or 1331), available 24/7, or  e-mail us at support@tre.ge  callcenter@railway.ge, or visit Georgian Railway website https://tre.ge/  or www.gr.com.ge . 

TRE and Georgian Railway wishes you a happy journey!