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FAQs


In this section we have concentrated frequently asked questions taken from the Department of Complaints and the Information and Customer Service Call Center.

 

FAQs

 

Question
Why must I appeal to the Department of Complaints only in writing and why can't this be done by phone?
Answer
Suggestions for improvement and other appeals can be sent via e-mail, fax or by regular mail. Israel Railways is a governmental body and therefore every application must be documented.

 
Question
I have a two-way ticket, can it be used for two passengers on a one way journey?
Answer
This type of ticket can not be used for two passengers on a one way journey.
 
Question
I have a 12–journey ticket for the Haifa – Tel Aviv line, can it be used for travel in the opposite direction as well?
Answer
Yes, it may be used for travel in both directions.
 
Question
I have a dog and I would like to travel on the train with it, is this allowed?
Answer
Traveling on the train with a dog is allowed under certain conditions:
In public places the dog must be maintained according to conventions – with a muzzle, and with a collar and leash held by its owner.
If it is a puppy or a small dog, it must be in a special carrier designated for transporting animals.
 
Question
From which platform does the train depart?
Answer
Information on arrival anddeparture platforms can be obtained at the train stations by reading the signs and/ or listening to the public announcement system.
 
 
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