Customer service

We in Israel Railways know that your time is precious and we make every effort to prevent train delays. In certain cases of train delays, you are entitled to reimbursement pursuant to the Railroads Regulations and the Procedure of the Standard and Exclusive Reimbursement fixed in these regulations. 
Would you like to know if you are entitled to reimbursement? 

Click here​​​

Israel Railways will be happy to host your pets for train travel. Travel of animals is free of charge, but we have some rules it is important to follow for your sake and for all train passengers:

• Travelling by train with a dog is possible only when the dog wears a gag and a leash or stays inside designated carrying bag for animals.

• Travelling by train with a cat is possible only when the cat stays inside designated carrying bag for animals.

• Travelling by train with animals other than cats and dogs, is given to the discretion of the station manager. ​

Israel Railways know it is important that you can enjoy the ride in any way you consider, whether during the travel itself or afterwards. Therefore, we allow you to take aboard the train:

• Bicycles including electric bicycle - For guidelines about bringing bicycle on board for train travel click here

• Laptops. 
  

• Prams.
  

• Suitcases and bags of reasonable size.
  

• Scooter, including motorized scooter, folded inside designated case.
  

• Skateboard, roller blades (roller skatings) inside designated case.
  

• Mobility scooter used by disabled passengers - For guidelines about taking mobility scoo​​ter on board for train travel click here​​

• Surfboards and boogie boards shall be stored inside designated and closed carrying case. Other types of Surfboards are forbidden on board - For guidelines about taking surfboards on board for train travel click here​​

• Knives - Carrying on knife is conditional upon security approval of Israel Railways, carrying on chef knife is conditioned upon provision of certificate of study/chef.

It is your responsibility to make sure to place it [your baggage????] in the designated place and to not to block the aisle in the carriage or the entry/exit doors.

Are you not sure whether you can carry your belongings on train? You can check with the Service Call Center *5770.

For us in Israel Railways it is important to keep the safety of the train passengers, therefore we do not allow you to bring aboard the train:   

• Vehicles including motorcycles and motor scooters. You can bring on board mobility scooter used exclusively by disabled passengers - For guidelines about bringing mobility scooter aboard train click here​ ​

• Tricycle.
  

• Parts of furniture for assembly. 
  

• Baggage and objects that functionary of Israel Railways believes they might put the safety of the train passengers in danger.
  

Are you not sure whether you can carry your belongings on the train? You can check with the Service and Information Call Center *5770.

We in Israel Railways follow the Law Restricting Smoking in Public Areas, and respect the right of all of our passengers to breathe clean air. 

If you are smokers, you can smoke only on places designated for this at the railway station (on the outskirts of the platform behind the white line). Pursuant to the Law, it is strictly forbidden to smoke inside the train! 

Enforcement of smoking within prohibited locations at the train station or inside the train, is given to the local authority and the Israel Police. 

​For safety reasons, it is expressly prohibited for passengers to enter the train station or board the train barefoot.